Shipping policy

Dr. Otso Shipping Policy

At Dr. Otso, we carefully prepare and pack every order before handing it over to our delivery partners.

This Shipping Policy explains how orders placed through drotso.com are processed, dispatched, tracked, and delivered within India.

1. Shipping Coverage

Dr. Otso currently ships to serviceable delivery locations across India.

Delivery availability depends on the destination PIN code and the serviceability of our logistics partners.

If a location is temporarily or permanently unserviceable, we may be unable to complete delivery to that address.

2. Order Processing

Orders are processed after successful payment confirmation.

Our normal order-processing time is approximately:

1–2 business days

Processing may include:

  • Order verification

  • Product preparation

  • Quality check

  • Packing

  • Shipping-label generation

  • Handover to the courier partner

Orders placed on Sundays, public holidays, or during high-volume periods may require additional processing time.

3. Estimated Shipping & Delivery Timeline

Dr. Otso works with established e-commerce courier and logistics partners to deliver orders across India.

Our general estimated delivery timelines are:

  • Order processing: 1–2 business days

  • Metro and major cities: Approximately 2–4 business days after dispatch

  • Other cities and towns: Approximately 3–7 business days after dispatch

  • Remote or limited-service locations: Approximately 5–10 business days after dispatch

For most serviceable locations, customers can generally expect their order to arrive within approximately:

3–7 business days from the date the order is placed

Some locations may take longer depending on courier serviceability and transit conditions.

Typical Order Journey

Order placed → Processing and packing: 1–2 business days

Order dispatched → Metro/major cities: 2–4 business days

Order dispatched → Other cities and towns: 3–7 business days

Order dispatched → Remote locations: 5–10 business days

These timelines are estimates and not guaranteed delivery dates.

Delivery times may vary because of:

  • Destination PIN code

  • Courier availability

  • Weather conditions

  • Public holidays

  • Transportation disruptions

  • Local restrictions

  • Remote-area serviceability

  • High order volumes

  • Festive periods

  • Operational issues affecting courier networks

  • Other circumstances outside Dr. Otso’s reasonable control

Business days generally exclude Sundays, national holidays, regional holidays, and courier non-operating days.

4. Shipping Charges

Any applicable shipping charges will be displayed at checkout before payment is completed.

Shipping charges may depend on:

  • Delivery location

  • Order value

  • Package weight

  • Shipping method

  • Promotional offers

  • Free-shipping thresholds, where applicable

If Dr. Otso offers free shipping as part of a promotion or minimum-order-value offer, the applicable benefit will be displayed at checkout.

5. Prepaid Orders Only

Dr. Otso currently accepts prepaid orders only.

Cash on Delivery (COD) is not available.

Orders are processed only after successful online payment through the payment methods available at checkout.

6. Order Tracking

Once your order has been dispatched, tracking information may be provided through:

  • Email

  • SMS

  • WhatsApp, where available

  • Your order-status page

  • The courier partner’s tracking system

Please allow some time after dispatch for tracking information to become active in the courier partner’s system.

7. Delivery Attempts

Courier partners may make one or more delivery attempts depending on their operating procedures.

Customers should ensure that:

  • The delivery address is complete and accurate

  • The correct PIN code is provided

  • A valid mobile number is provided

  • The recipient is reasonably available to receive the shipment

  • Courier calls and delivery communications are answered where necessary

Dr. Otso cannot guarantee a specific delivery time during the day.

8. Incorrect or Incomplete Shipping Address

Customers are responsible for providing complete and accurate shipping information at checkout.

Please carefully verify:

  • Full name

  • House, flat, or apartment number

  • Building or street details

  • Locality

  • City

  • State

  • PIN code

  • Mobile number

If you notice an error in your shipping information after placing the order, contact us immediately at:

support@drotso.com

We will try to assist where possible.

However, once an order has been processed, packed, dispatched, or handed over to the courier, we may not be able to change the delivery address.

Dr. Otso is not responsible for delivery failures caused by incorrect or incomplete information provided by the customer.

9. Returned-to-Origin Orders

A shipment may be returned to Dr. Otso by the courier as Return to Origin (RTO) in circumstances including:

  • Incorrect delivery address

  • Incomplete delivery address

  • Invalid or unreachable phone number

  • Recipient unavailable after reasonable delivery attempts

  • Customer refusal of the shipment

  • Location becoming unserviceable

  • Courier being unable to complete delivery for another valid reason

If the failed delivery resulted from incorrect customer information, refusal of delivery, or repeated customer unavailability, additional shipping charges may apply if the customer requests reshipment.

Any reshipment will be subject to:

  • Product availability

  • Confirmation of the correct delivery details

  • Payment of applicable reshipping charges where required

10. Delayed Shipments

Occasionally, a shipment may take longer than the original estimated delivery period.

Possible reasons include:

  • Weather

  • Transportation delays

  • Courier-network disruptions

  • Public holidays

  • Local restrictions

  • Remote delivery locations

  • High shipment volumes

  • Festive-season congestion

  • Operational issues outside our reasonable control

A delayed tracking update does not necessarily mean that the parcel has been lost.

If your tracking information has not updated for an unusually long period, contact:

support@drotso.com

Please include your order number so we can review the shipment status.

11. Lost or Undeliverable Shipments

If the courier confirms that a prepaid shipment has been lost or cannot be delivered, please contact us.

Dr. Otso may first investigate the shipment with the relevant courier partner before determining the appropriate resolution.

Where an order is confirmed as lost before successful delivery, our standard first resolution will normally be to arrange a replacement shipment at no additional charge.

If replacement is not reasonably possible, another appropriate resolution may be provided in accordance with our Returns, Replacements & Refunds Policy and applicable law.

12. Orders Marked Delivered but Not Received

If tracking shows your parcel as delivered but you cannot locate it, please first:

  • Check with family members or other people at the delivery address

  • Check with building security or reception

  • Check with neighbours where appropriate

  • Review any courier delivery message

  • Check any available proof of delivery

If you are still unable to locate the shipment, contact us promptly at:

support@drotso.com

Please provide:

  • Your order number

  • Your full name

  • Delivery address

  • Any relevant courier communication

We may raise an investigation with the courier partner.

The final resolution will depend on the courier investigation and the circumstances of the delivery.

13. Products Damaged During Transit

If the soap itself arrives materially damaged during transportation, please contact us within:

48 hours of delivery

For transit-damage claims, please provide:

  • Your order number

  • Clear photographs of the damaged soap

  • Photographs of the shipping parcel

  • Photographs of the product packaging where relevant

  • An unboxing video showing the unopened parcel being opened and the condition of the soap when first received

The unboxing video helps us verify that the damage occurred before or during delivery.

For an approved transit-damage claim, our standard first resolution will normally be to send a replacement soap at no additional charge.

Damage to the courier parcel, shipping box, or outer packaging alone does not qualify for a replacement where the soap itself remains intact, undamaged, and in satisfactory condition.

Please refer to our Returns, Replacements & Refunds Policy for full details.

14. Inspecting Your Parcel

We recommend checking your parcel promptly after delivery.

If the parcel appears:

  • Crushed

  • Torn

  • Opened

  • Resealed

  • Wet

  • Heavily damaged

  • Otherwise unusual

we strongly recommend recording an unboxing video before opening the parcel.

The recording should begin while the parcel is still unopened and clearly show the condition of the shipment and product.

This helps us review any transit-related claim and raise the matter with the courier where necessary.

15. Outer Packaging Damage

Courier and retail packaging are intended to protect the product during transportation and may occasionally show signs of handling.

Minor damage such as:

  • Dents

  • Scratches

  • Scuffs

  • Creases

  • Marks

  • Crushed corners

to the courier parcel or outer product packaging does not by itself qualify for a replacement or refund.

The condition of the soap itself is the primary consideration.

If the soap remains intact, safe to use, undamaged, and correctly supplied, the order will be considered successfully delivered.

16. Multiple Products in One Order

Where possible, products included in the same order will be shipped together.

However, in some situations, an order may be divided into multiple shipments because of:

  • Inventory location

  • Fulfilment requirements

  • Courier limitations

  • Operational reasons

If this occurs, you may receive:

  • Multiple parcels

  • Multiple tracking numbers

  • Different delivery dates for different items

You will not be charged additional shipping solely because Dr. Otso chooses to divide an order into multiple shipments.

17. Shipping During Sales, Launches and Festive Periods

During:

  • Product launches

  • Sales

  • Promotional events

  • Festive periods

  • High-demand periods

  • Unusually high order volumes

processing and delivery may take longer than normal.

We will make reasonable efforts to process orders as quickly as possible.

Courier networks may also experience additional delays during these periods.

18. Public Holidays and Non-Business Days

Order processing and courier movement may be reduced or unavailable on:

  • Sundays

  • National holidays

  • Regional holidays

  • Courier-designated non-operating days

These days may not count toward normal processing or transit timelines.

19. Refused Deliveries

Please do not refuse a prepaid shipment simply because you have changed your mind.

Dr. Otso soaps are personal-care and hygiene products and are subject to our final-sale policy, except for the limited circumstances explained in our Returns, Replacements & Refunds Policy.

If a customer refuses delivery without a valid product-related reason and the parcel is returned to us, additional shipping or return-to-origin charges may apply before reshipment is considered.

20. Address Changes After Dispatch

Once an order has been dispatched and handed over to the courier, Dr. Otso cannot guarantee requests for:

  • Address changes

  • Phone-number changes

  • Delivery-location changes

  • Delivery-date changes

  • Special delivery instructions

Some courier partners may allow certain changes through their own systems, but availability is determined by the courier and cannot be guaranteed by Dr. Otso.

21. Courier Partners

Dr. Otso may use different third-party e-commerce logistics and courier partners depending on factors such as:

  • Destination PIN code

  • Serviceability

  • Courier performance

  • Transit time

  • Package size

  • Operational requirements

  • Delivery availability

Dr. Otso may select or change the courier partner assigned to an order where reasonably necessary to complete delivery.

22. Customer Responsibility

Customers are responsible for:

  • Providing accurate shipping information

  • Providing a valid and reachable mobile number

  • Monitoring delivery and tracking communications

  • Being reasonably available to receive the shipment

  • Reviewing order details before completing payment

  • Contacting us promptly if a delivery issue arises

Incorrect information or failure to cooperate with reasonable delivery attempts may lead to delayed or unsuccessful delivery.

23. Final Delivery Timelines

Our normal delivery estimates are:

Processing: 1–2 business days

Metro and major cities: 2–4 business days after dispatch

Other cities and towns: 3–7 business days after dispatch

Remote locations: 5–10 business days after dispatch

Most customers can generally expect delivery within approximately 3–7 business days from placing the order, although some destinations may require additional time.

All delivery periods are estimates and may vary because of courier serviceability and circumstances outside Dr. Otso’s reasonable control.

24. Contact Dr. Otso

For shipping, tracking, or delivery-related assistance, contact:

Dr. Otso Customer Support

Email: support@drotso.com

Please include your order number in your message so we can locate your shipment and assist you efficiently.