Shipping Policy

Last updated: 27 July 2026

This Shipping Policy applies to orders placed through divinestore.sanatanajourney.com, operated under the Sanatana Journey / Divine Store brand by MASTERS INDIA SERVICES PRIVATE LIMITED (“Sanatana Journey”, “we”, “us” or “our”).

1. Prepaid orders only

We currently accept prepaid orders only. Cash on delivery is not presently available. An order will be processed after successful payment, subject to order acceptance, stock availability, serviceability and verification.

2. Shipping availability and charges

Delivery is available only to locations serviceable by our logistics network. We may be unable to deliver certain products to some PIN codes because of product restrictions, destination limitations, courier availability or applicable law.

Any delivery charge, handling charge or other lawful charge will be shown on the product page or at checkout before you place the order, as applicable. Promotional free shipping may be subject to separate conditions.

3. Processing and dispatch

Orders are ordinarily processed after payment confirmation. Processing may take longer for made-to-order, customised, personalised, artisanal, fragile, limited-availability or special products. Any product-specific processing information displayed on the product page or communicated with your order will apply.

We may contact you if we need to verify an order, address or delivery detail. Processing may be paused until the required information is received.

You will receive dispatch or tracking information when available. A tracking scan may take time to appear or update after handover to the logistics provider.

4. Split and multiple shipments

Products in the same order may be processed from different fulfilment locations or by approved fulfilment and logistics service providers. As a result:

• items may be packed separately;
• items may be dispatched on different dates;
• you may receive more than one tracking number; and
• items may arrive on different days.

Please check the status of every shipment before reporting an item as missing. An item is not considered missing merely because another item from the same order arrived earlier.

5. Delivery estimates

Any processing, dispatch or delivery date shown on the Website, at checkout, in an order confirmation or in tracking information is an estimate unless we expressly confirm a guaranteed date in writing.

Actual delivery time may vary because of destination, PIN-code serviceability, product availability, order verification, public holidays, high order volumes, weather, natural events, transport or courier disruption, regulatory restrictions, local conditions or other circumstances beyond reasonable control.

We will take reasonable steps to facilitate delivery and will provide any remedy required under applicable law where an order is not delivered within an expressly promised timeframe.

6. Your delivery responsibilities

You must provide:

• the recipient’s complete and accurate name;
• a complete delivery address, including house or unit number, street, locality, landmark where helpful, city, state and correct PIN code;
• an active mobile number and email address; and
• any lawful access or delivery instructions reasonably needed to reach the address.

Please review these details carefully before placing an order. Contact info@sanatanajourney.com immediately if you notice an error. We cannot guarantee that an address or recipient detail can be changed after processing or dispatch has begun.

You or an authorised person should remain available to receive the parcel and respond to delivery calls or messages. Delivery to the recipient, a person present at the address, building reception, security desk or another person authorised by the recipient may be treated as completed delivery, subject to applicable law and available delivery records.

7. Failed delivery, refusal and return to origin

A shipment may be marked undeliverable or returned to origin if, for example:

• the address or PIN code is incorrect, incomplete or not serviceable;
• the recipient is unavailable or cannot be reached after reasonable attempts;
• access to the delivery location is unavailable;
• the recipient refuses delivery without a legally valid reason; or
• the customer does not provide information reasonably required to complete delivery.

These events do not create an automatic right to a refund.

If a prepaid shipment is returned to origin for a customer-attributable reason, we may review whether reshipment is operationally possible. We may require confirmation of corrected details and payment of additional shipping or handling costs before reshipment. If reshipment is not possible or not requested, any cancellation, credit or refund will be considered under our Return and Refund Policy and applicable law. Shipping, return-to-origin and handling costs may be deducted only where disclosed and lawfully recoverable.

Refusing delivery is not an accepted method of cancelling an order or requesting a return.

8. Damaged, tampered, wrong or incomplete shipments

If the outer package appears materially damaged or tampered with at delivery, please note the condition with the delivery representative where possible and retain the package.

If you receive an item damaged in transit, a wrong item, or a shipment with an item or component missing, notify us promptly in accordance with our Return and Refund Policy. We may ask for the order number, shipping label, outer and inner packaging, clear photographs, and a continuous unboxing video where reasonably available. Keep the product and all packaging until the review is complete.

For a possible missing item in a split order, please first confirm that every shipment for the order has been marked delivered.

9. Delivery status and non-receipt

If tracking shows “delivered” but you have not received the parcel:

1. check with family members, neighbours, reception, security or others who may have accepted it;
2. verify the delivery address on the order; and
3. contact us promptly at info@sanatanajourney.com with your order number and tracking details.

We will review available delivery records and coordinate with the logistics service provider where appropriate. Any resolution will depend on the review and applicable law.

10. Changes and contact

We may update this Shipping Policy from time to time. The version posted when your order is placed will generally apply to that order, unless a change is required by law or is more favourable to you.

For shipping assistance, contact:

Sanatana Journey / Divine Store
MASTERS INDIA SERVICES PRIVATE LIMITED
D247/4A, Basement, B-01, Sector-63, Noida, Gautam Buddha Nagar, Uttar Pradesh 201301, India
Email: info@sanatanajourney.com
Website: divinestore.sanatanajourney.com