📦 Dokanwala — Delivery & Shipping Policy (Bangladesh)

Applies to: www.dokanwala.com and all Dokanwala sales channels in Bangladesh

1) Coverage & Delivery Partners

• Coverage: Nationwide within Bangladesh.

• Primary Partners: Pathao Courier, REDX, Steadfast Courier, Sundarban, SA Paribahan (Heavy/Bulk), Paperfly (Outside Dhaka backup).

• Fulfilment Hours: Saturday–Thursday, 10:00–19:00. (Friday and Govt. holidays: limited operations.)

Note: Partner selection depends on product category, service availability, and your delivery address.

2) Delivery Speeds (SLA)

Order Cut‑off: Paid/Confirmed orders before 2:00 PM are processed same day; after cut‑off → next business day.

• Inside Dhaka Metro:

  • Express Same‑Day: 4–10 hours (Eligible SKUs only; order by 12:00 PM).

  • Standard: 1–2 business days.

• Dhaka Suburbs & Nearby Districts: 1–3 business days.

• Rest of Bangladesh: 2–5 business days.

• Pre‑Order / Custom Items: Lead time shown on product page; shipping starts after ready date.

SLA Exceptions: Eid/Ramadan peak, hartal/strikes, weather, natural calamities, remote locations.

3) Delivery Fees

Cash on Delivery (COD) Handling: add ৳20 on COD orders (waived during promos).
Fragile/High‑Value Packaging: extra protection at no additional cost.

4) Payment & COD Rules

• Accepted: COD (within courier coverage), bKash/Nagad, Card (Visa/Master/Amex), Bank Transfer.

• COD Limits: Up to ৳7,000 per order inside Dhaka; ৳5,000 outside Dhaka. Higher values require prepayment (min 30%).

• Verification: For high‑value orders Dokanwala may call/SMS/OTP verify.

5) Address, Timing & Delivery Attempts

• Address Accuracy: Provide full address, landmark, active phone. You may edit address until "Packed" status.

• Time Window: Couriers deliver 10:00–20:00 (local). Specific time requests are best‑effort only.

• Attempts: Up to 2 delivery attempts. If unreachable or address incorrect, the parcel returns to us.

• Redelivery: Re‑attempt after info correction; ৳69–৳99 re‑forwarding fee may apply depending on zone.

6) Open‑Box & Inspection Policy

• Open‑Box Eligible: Electronics, fragile goods, fashion (non‑intimate). Ask the rider to wait 2–3 minutes while you check visible/physical damage only.

• Not Covered: Detailed testing, software setup, long trials.

• Refuse on Spot if: Wrong item, visible damage, or missing main accessory. Inform support immediately.

7) Loss, Damage & Missing Items

• At Delivery: If you notice damage/shortage, inform rider and contact us within 24 hours with unboxing video/photos.

• After Delivery: Hidden/functional issues must be reported within 48 hours of receipt.

• Resolution Options: Replacement, missing‑part supply, or refund according to our Returns & Warranty Policy.

Ownership Transfer: Risk passes to customer on successful delivery scan/POD (signature/OTP). Courier insurance terms apply for in‑transit loss.

8) Split Shipments & Stock‑Outs

• We may split an order into multiple parcels to meet SLA. You’ll receive separate tracking IDs.

• If an item is unexpectedly out of stock, we’ll offer (a) immediate refund, (b) waitlist with revised ETA, or (c) similar product suggestions.

9) Remote & Restricted Locations

• Certain remote unions/islands/cantonment areas may have limited COD or pickup‑point only delivery.

• Delivery times may extend by 1–3 days. Our team will confirm options on call.

10) International Shipping

• Currently not available. Bangladesh‑only until further notice.

11) Holiday & Peak Season Rules

• Eid, Puja, 21 Feb, 16 Dec periods: SLA may extend by 2–4 days.

• Flash sale orders are processed first‑paid, first‑served. COD capacity may be temporarily capped.

12) Packaging & Sustainability

• Tamper‑evident bags or boxes with shock protection.

• We minimize plastic where possible and encourage digital invoices.

13) Customer Responsibilities

• Keep phone reachable on delivery day.

• Inspect parcel condition before signing/OTP.

• Do not accept visibly tampered packages; report instantly.

14) Contact & Support

• WhatsApp: +8801731578575

• Email: support@dokanwala.com

• Tracking: Link shared via SMS/Email once dispatched.

15) Policy Updates

We may update this policy to reflect courier changes, regulations, or seasonal needs. The latest version is always available on our website.

Quick FAQ

Q1. Can I change delivery address after placing order?
Yes, until status is Packed—contact support quickly.

Q2. What if I miss the delivery call?
Courier tries again or sends SMS. After 2 failed attempts, parcel returns; re‑forwarding fee may apply.

Q3. Do you offer same‑day delivery outside Dhaka?
Currently no; fastest is next business day to nearby districts where available.

Q4. How do I claim a damaged item?
Share unboxing video/photos within 24 hours at support@dokanwala.com; we’ll arrange pickup/replacement or refund per policy.

Q5. Is COD available for all items?
Most items, within limits noted above. Custom/pre‑order or high‑value electronics may require partial or full prepayment.