Shipping, Return & International Order Policy

Shipping, Return & International Order Policy

At P•TAL, we bring handcrafted metalware from India to customers across the world with  care and shipped with the same attention to detail that goes into crafting our products. We work with trusted logistics partners to ensure a smooth and reliable delivery experience.

By placing an order on our website, you agree to the terms outlined below.

Shipping Policy

1. Shipping Coverage

P•TAL serves customers across the United States and selected international destinations through trusted logistics and courier partners including:

* DHL Express

* UPS

* Other reliable shipping partners

Delivery availability may vary depending on the destination country, shipping network accessibility, and local import regulations.

2. USA Orders

For customers ordering within the United States, most orders are fulfilled directly from our USA warehouse to ensure faster and more efficient delivery.

In certain situations, such as temporary stock unavailability at our USA warehouse, your order may be fulfilled directly from India. In such cases, our team will keep you informed regarding the revised shipping timelines before dispatch. No additional customs or freight charges will be applicable for USA customers in such cases, as these charges are covered by P•TAL.


3. Orders from Countries Outside the USA

Customers visiting P•TAL from countries outside the United States may select their preferred region/country and place orders in the applicable local currency wherever supported.

For non-USA international shipments, P•TAL covers the applicable freight charges and customs duties for confirmed orders unless otherwise specifically communicated prior to dispatch.

For shipping-related assistance or country-specific queries, please contact:

📧 Email:         contactus@ptal.com

📱 WhatsApp: +19406237323             


Customs Duties & Import Charges

1. For USA Orders

All applicable customs duties, import-related charges, and freight costs (if applicable) are covered by P•TAL. USA customers will not be required to pay any additional customs-related charges after placing the order.

2. For Orders Outside the USA

For non-USA international orders, applicable freight charges, customs duties, and import-related charges are generally covered by P•TAL unless otherwise communicated before order confirmation.

However, import regulations may vary by country, and in rare cases, local authorities may apply additional charges, documentation requirements, or clearance procedures that are outside P•TAL’s control.

P•TAL does not have control over customs policies, import regulations, or country-specific compliance requirements applicable in different regions.


3. Order Tracking

Once your order is shipped, you will receive:

* Shipment confirmation via email

* Tracking details and tracking link

* Courier partner information

Customers are requested to provide accurate contact information and delivery details to avoid delays in customs clearance or delivery.

4. Delivery Timelines

For both USA and non-USA orders, shipments are typically processed and dispatched within **1–3 business days** unless otherwise communicated.

While we strive to ensure timely delivery, shipments may occasionally experience delays due to:

* Customs clearance procedures

* Airline or transport disruptions

* Weather conditions

* Local regulations

* Peak seasonal demand

In such cases, our team will keep you informed regarding shipment updates and revised delivery timelines wherever applicable.

 

Return, Refund & Exchange Policy

1. Important Notice Before Placing an Order

We request customers to carefully read the product description, dimensions, material details, finish, and usage information before placing an order.

Due to the handcrafted nature of our products and the complexities of cross-border logistics:

Currently we do not accept:

* Returns

* Exchanges

* Order reversals

once an order has been dispatched, for both USA and non-USA orders.

Orders placed under special promotional pricing (including VegNews exclusive offers) are final and are not eligible for cancellation, return, or refund. In the event of a manufacturing defect, customers must notify us within 48 hours of receiving the product. Along with an unboxing video, the claim will be accepted. Without an unboxing video, the claim will be rejected. Claims reported after this period may not be eligible for replacement or resolution.

2. Damaged Shipment Claims

If your order is received in a damaged condition, customers must notify us within **48 hours of delivery** by sharing:

* Order details

* Clear images of the package and product

* An **unboxing video recorded from the moment the sealed package is opened**

The unboxing video is mandatory for any damage-related claim.

Claims raised without an unboxing video will not be accepted.

Important Conditions

* The damaged product must remain unused

* Original packaging must be retained until the review is completed

* Requests raised after 48 hours of delivery will not be accepted

3. Missing Item Claims

In case of missing items in the shipment, customers must report the issue within **48 hours of delivery** along with:

* Order number

* Images of the received shipment

* A complete unboxing video

The unboxing video is mandatory to validate missing-item claims.

Claims raised after 48 hours of delivery will not be accepted.


4. Order Cancellation & Modification Requests

For:

* Order cancellation requests

* Address changes

* Phone number updates

please contact us within **8 hours of placing the order** at:

📧 Email: contactus@ptal.com
📱 WhatsApp: +19406237323  

Modification requests may not be possible once the shipment has been processed or handed over to the logistics partner.

Need Assistance?

For any shipping, customs, delivery, or order-related assistance, please contact:

📧 Email:  contactus@ptal.com

📱 WhatsApp: +19406237323  

Our team will be happy to assist you.



P•TAL Lifetime Care Program – USA & International (P•TAL)

At P•TAL, our products are handcrafted using traditional metals such as brass, copper, and kansa, and are designed for long-term everyday use.

As part of our commitment to craftsmanship, sustainability, and mindful ownership, we offer the P•TAL Lifetime Care Program to support customers with product care guidance, spare part assistance, and service support wherever reasonably possible.

 


Spare Parts Support

Certain functional components such as:

  • Water dispenser taps

  • Knobs

  • Lids

  • Handles

  • Small fittings and accessories

may be supported separately based on product design and spare availability.

As all P•TAL products are handcrafted, support solutions may vary depending on the nature of the concern and service feasibility. Our team will review each request individually and suggest the best possible support option available.

Wherever feasible, P•TAL will strive to support customers with suitable spare part solutions. Certain components or replacement parts may be provided as part of our customer support assistance, while others may involve a service or replacement charge depending on the requirement.

 


Repair Assistance

We understand that handcrafted metalware is often cherished and used for years. Wherever feasible, our team will try to assist customers with product care guidance and support solutions.

However, due to the handcrafted nature of our products and traditional manufacturing techniques, certain repairs or restorations may not be possible.


Services generally not supported include:

  • Welding or rejoining broken metal bodies

  • Structural reconstruction or reshaping

  • Damage caused by accidental impact, misuse, or improper handling

  • Repairs requiring complete remanufacturing of the product

  • Natural tarnishing, oxidation, patina development, or color changes in brass, copper, or kansa over time

  • Gradual wearing or fading of kalai/tinning coating with regular usage over time

Please note that tarnishing, natural surface changes, and gradual reduction of kalai/tinning are inherent characteristics of traditional metalware and may occur naturally with usage, exposure, cleaning patterns, and aging. Such changes are not considered product damage, manufacturing defects, or product quality issues.

 

Important Notes

 

  • Support assistance is subject to product condition and service feasibility.

  • Spare part designs and finishes may slightly vary over time due to handcrafted production methods and product upgrades.

  • Availability of specific spare parts or components cannot be permanently guaranteed.

 

How to Request Support

 

Customers may write to us with:

  • Order details

  • Product images/videos

  • A brief description of the concern

For USA & International Orders:
📧 Email: contactus@ptal.com
📱 WhatsApp: +19406237323  

Our team will review the request and guide you with the best possible resolution.