Shipping and Delivery Policy – Hudaway BD

 

This Shipping Policy outlines the guidelines for the delivery of products purchased on the Hudaway BD marketplace. As a multi-vendor platform, our policy reflects the operational responsibilities of the individual merchants while adhering to the Digital Commerce Operational Guidelines (DCOG) 2021 of Bangladesh.

 

1. General Marketplace Shipping Principle

 

Hudaway BD is an Intermediary: We provide the platform for merchants to list their products. The actual processing, packaging, and shipment of your order are managed entirely by the individual Merchant/Vendor from whom you purchased the item.

  • Merchant’s Role: Each Merchant determines their own shipping methods, partners (couriers), and specific shipping rates based on product type, weight, and delivery zones.

  • Customer Responsibility: When purchasing from multiple merchants, you will incur separate shipping charges for each Merchant, as the items will be shipped from different locations.

 

2. Shipping Rates and Calculation

 

  1. Display: All applicable shipping charges will be displayed transparently on the Product Page and calculated accurately at the Checkout Page before payment confirmation.

  2. Factors: Shipping rates are calculated by the Merchant based on:

    • Delivery location (e.g., Inside Dhaka vs. Outside Dhaka).

    • Product weight and dimensions.

    • The chosen shipping method (e.g., Standard or Express).

  3. Free Shipping: Any offer of “Free Shipping” is determined by the individual Merchant and will be clearly marked on the product listing.

 

3. Order Fulfillment and Delivery Timelines (Mandatory Guidelines)

 

Hudaway BD and all registered Merchants strictly adhere to the mandatory fulfillment timelines established by the Digital Commerce Operational Guidelines (DCOG) 2021 of the Ministry of Commerce, Bangladesh.

 

A. Fulfillment (Merchant Handover)

 

Action Timeline Responsibility
Product Handover Within 48 hours of receiving full advance payment. Merchant must prepare and hand over the item to the courier partner.

If a Merchant is unable to hand over the product within 48 hours, they must inform the customer immediately via SMS or email.

 

B. Delivery Timeline

 

Delivery time begins from the moment the Merchant hands over the product to the courier.

Delivery Zone Maximum Delivery Time
Inside the Same City/Metro Area Within 5 days of payment.
To a Different City/Outside Metro Area Within 10 days of payment.

Note: These are the maximum legal delivery limits. Merchants often deliver much faster. The estimated delivery date provided at checkout is based on the Merchant’s specific logistics.

 

4. Tracking and Communication

 

  1. Notification: Once the Merchant hands over the order to the courier, you will receive an automated notification via email and/or SMS, which will include the Tracking Number and a link to the courier’s tracking website.

  2. Tracking Status: You can also check the shipping status directly through your “My Account” section on Hudaway BD.

  3. Communication: The Merchant is responsible for tracking the goods and notifying the customer in case of any foreseeable delay.

 

5. Cash on Delivery (COD)

 

The availability of Cash on Delivery (COD) is determined by the individual Merchant and may be subject to geographic limits or product value limits. If COD is selected, the customer is required to pay the full order amount, including shipping charges, to the courier upon delivery.

 

6. Multiple-Vendor Orders

 

If your cart contains products from multiple Merchants:

  • Your order will be split into separate shipments.

  • Each Merchant will charge their own separate shipping fee.

  • Each item will have its own delivery timeline based on the Merchant’s location and fulfillment speed.

 

7. Shipping Issues and Support

 

If your package is significantly delayed, lost, or damaged upon arrival:

  1. Immediate Contact: Please contact the Merchant directly as soon as possible, using the contact details provided in your order receipt. The Merchant is responsible for filing claims with their courier.

  2. Dispute Resolution: If the Merchant fails to provide satisfactory assistance within a reasonable timeframe, you may escalate the issue to Hudaway BD Customer Support at support@hudawaybd.com for mediation and resolution assistance.