Shipping & Claims

Where we ship

From anywhere in India to the United States and the United Kingdom on published rate cards, and to more than 200 other destinations quoted on request. Domestic India movements are served through our courier partners.

Transit times

• United States — typically 6 to 10 working days, door to door.
• United Kingdom — typically 3 to 8 working days, depending on the service chosen at booking.
• Elsewhere — quoted per lane at the time of the estimate.

These are carrier estimates, not guarantees. Customs inspection, incomplete paperwork, incorrect addresses, weather, strikes and peak-season volumes all extend them, and none is within our control. Every order shows its own estimate before you commit, and tracking is refreshed every 30 minutes after dispatch.

How weight is charged

Carriers bill on billed weight: the higher of the parcel's actual weight and its volumetric weight, which is length × breadth × height in centimetres divided by 5000. The result is rounded up to the next slab on the rate card. A large, light parcel is therefore charged on the space it occupies.

Measure and weigh the sealed carton, not the product. Tape and void fill count. Crossing a slab boundary by fifty grams costs the same as crossing it by half a kilo.

Pickup and handover

Pickups are collected from the address registered on your account. Consignments must be packed, sealed and labelled before the carrier arrives. A failed pickup caused by goods not being ready may attract a re-attempt charge from the carrier.

Documentation and customs

We generate the shipping label, the commercial invoice (in your name as exporter of record, with your GSTIN, IEC and AD code) and the CSB-IV or CSB-V customs paperwork as part of creating the order. On the US lane every parcel is dutiable and you choose DDP or DDU for each; UK consignments of £135 or less need your UK VAT number on the account. The accuracy of what goes on the paperwork — descriptions, declared value, HSN codes, origin — depends on what you enter, and that remains your responsibility.

Loss and damage claims

Raise a claim from the order page in the portal as soon as you know of the loss or damage. Carriers impose short windows — typically 15 to 30 days from dispatch, and the deadline for your courier is shown on the order — and a late claim is refused outright. Give a description, the value claimed and evidence (photos of packaging and contents, the invoice). We file and pursue the claim with the carrier on your behalf.

What is recoverable is the compensation under that carrier's terms of carriage, up to the liability cap shown when you booked, plus a refund of the freight we charged. Carrier liability is not insurance; high-value goods should be insured separately.

Delivery, refusal and return

Carriers deliver to the address on the consignment and may require a signature. Where a consignee refuses delivery, cannot be reached after the carrier's attempts, or declines to pay assessed duties, the consignment is returned to origin. Return charges and any duties already advanced are payable by you.

Who does what

PGM Distributors owns the customer relationship and contracts with you. WorldWay Logistics (Proprietorship of Gaurav Bajpai, GSTIN 09AIEPB1029Q2Z6, registered at E-17, Swarna Jayanti Puram, Main Govindpuram Road, Ghaziabad, Uttar Pradesh 201013) executes the logistics. Carriage itself is performed by the independent carrier named on the consignment, under its own terms.

Cancellations, claims and refunds are covered in Refund & Cancellation.