Order Operations
Shipping and Delivery Policy
Defines delivery ownership, rider coordination, real-time tracking, and escalation mechanics across the delivery chain.
Customers, vendors, ridersLast updated May 8, 2026
1. Delivery Responsibility
- •Shipping and delivery are the vendor's responsibility, including carrier selection, dispatch, packaging and serviceability coverage.
- •Aikya Mart does not operate as a logistics carrier and does not guarantee delivery timelines.
- •Where vendors use the AM Rider delivery network facilitated through the platform, delivery coordination is managed through the rider application. The vendor remains the principal party responsible for delivery obligations to the customer.
- •For store-pickup orders, the vendor remains responsible for order readiness and handover verification.
2. Delivery Terms and Timelines
- •Estimated timelines shown on listings are vendor-provided and may change due to stock, distance, weather, operational or regulatory conditions.
- •Vendors must communicate dispatch status, delay reasons and expected updates to customers in a timely manner.
- •Real-time delivery tracking (where available through the rider app) provides estimated delivery progress and is subject to GPS accuracy and network conditions.
3. Delivery Disputes and Escalation
- •Customers should first contact the vendor for delayed, missing or damaged delivery issues.
- •If unresolved, customers may use Aikya Mart support and grievance channels for mediation and policy enforcement review.
- •Delivery photo proof captured through the rider app may be used as supporting evidence in delivery dispute resolution.