Shipping Policy

Last updated: 16 July 2026 

This Shipping and Delivery Policy applies to products purchased from the official online store of Kenbee Edutech Private Limited at shop.kenbeeschoolbooks.com. 

By placing an order through the Website, you agree to the terms of this Policy together with our Terms and Conditions, Privacy Policy, Cancellation Policy and Return and Refund Policy. 

1. Delivery Area 

Kenbee currently accepts and delivers online orders only within India. 

We do not currently ship products internationally. Orders containing a delivery address outside India will not be accepted or processed. 

Delivery is subject to courier serviceability at the postal code provided by the customer. Some remote, restricted or difficult-to-access locations may not be serviceable even though they are located within India. 

2. Products Covered 

This Policy applies to physical products purchased through the Website, including: 

• Individual books; 

• Complete book sets; 

• Subject-wise book sets; 

• Class-wise book sets; 

• Workbooks; 

• Educational materials; 

• Teacher resources; 

• Activity materials; and 

• Other physical products listed on the Website. 

Digital products, downloadable materials or services, where offered, will not require physical shipping and may be governed by separate delivery terms. 

3. Order Confirmation 

After successfully placing an order, the customer will ordinarily receive an order acknowledgement through email, SMS, WhatsApp or another communication method provided during checkout. 

The acknowledgement confirms that we have received the order. It does not necessarily mean that the order has been accepted or dispatched. 

An order will be processed after: 

1. The required payment has been successfully received or authorised; 

2. The delivery address has been verified; 

3. The ordered products are confirmed as available; and 

4. Any required cash-on-delivery verification has been completed. 

Customers should review the order acknowledgement and promptly inform us if any product, quantity, name, telephone number or address is incorrect. 

4. Order Processing Time 

Orders are usually processed and dispatched within 2 to 4 business days after order confirmation. 

For this Policy, a business day means Monday to Saturday, excluding public holidays and days on which our office, warehouse or fulfilment facility is closed. 

Processing may take longer for: 

• Large or institutional orders; 

• Bulk purchases; 

• Products temporarily awaiting restocking; 

• Pre-orders; 

• Orders requiring special packing; 

• Orders placed during sales or promotional periods; 

• Orders placed during school-opening or academic-season demand; 

• Orders awaiting payment or address verification; and 

• Circumstances beyond our reasonable control. 

Where a materially longer processing period is expected, we will endeavour to inform the customer using the contact details provided with the order. 

5. Estimated Delivery Time 

After dispatch, standard orders are generally delivered within 3 to 10 business days, depending on the destination and courier serviceability. 

Delivery may be faster in major cities and may take longer in remote, rural, hilly, island, restricted or difficult-to-access locations. 

The total time required to receive an order consists of: 

Order processing time + courier transit time 

Any estimated delivery date displayed on the product page, cart, checkout page, order confirmation or tracking page is an estimate and not a guaranteed delivery commitment. 

6. Shipping Origin 

Orders will ordinarily be dispatched from Jaipur, Rajasthan, or another warehouse, office, printer, distributor or fulfilment centre authorised by Kenbee within India. 

Products in the same order may occasionally be dispatched from different locations. 

7. Shipping Charges 

Applicable shipping and handling charges will be displayed before the customer confirms the order. 

Shipping charges may depend on: 

• Delivery location; 

• Package weight; 

• Package dimensions; 

• Number of books or sets ordered; 

• Order value; 

• Courier availability; 

• Delivery method; and 

• Promotional offers available at the time of purchase. 

Where free shipping is offered, the eligibility conditions will be displayed on the Website or during checkout. 

Free-shipping offers may be subject to: 

• A minimum order value; 

• Selected products or book sets; 

• Selected locations; 

• A promotional period; or 

• Other conditions displayed with the offer. 

Shipping charges already paid may not be refundable where an order is returned for reasons attributable to the customer, subject to our Return and Refund Policy and applicable law. 

8. Taxes 

Applicable taxes, shipping charges and the final payable amount will be displayed during checkout. 

Where required, a tax invoice or purchase invoice will be issued with the order or made available electronically. 

9. Delivery Partners 

Kenbee may use third-party courier, postal, transport or logistics providers to deliver orders. 

The selection of the delivery provider may depend on: 

• Postal-code serviceability; 

• Package size and weight; 

• Delivery speed; 

• Destination; 

• Courier capacity; and 

• Operational requirements. 

Customers cannot ordinarily select a particular courier company unless such an option is specifically provided during checkout. 

10. Order Tracking 

Once an order has been dispatched, tracking information may be sent through email, SMS, WhatsApp, the customer account or another available communication channel. 

Tracking information may include: 

• Courier company name; 

• Tracking or consignment number; 

• Tracking link; 

• Dispatch date; and 

• Estimated delivery status. 

Tracking information may take up to 24 to 48 hours after dispatch to become active on the courier provider’s system. 

Tracking updates are generated or provided by the courier company and may not always appear in real time. 

11. Correct Delivery Information 

The customer is responsible for providing complete and accurate delivery information, including: 

• Recipient’s full name; 

• House, flat or building number; 

• Street or locality; 

• Landmark, where required; 

• City; 

• District; 

• State; 

• Correct postal code; and 

• Reachable mobile number. 

Kenbee will not be responsible for delays, failed delivery or incorrect delivery caused by incomplete, inaccurate or outdated information supplied by the customer. 

12. Address Changes 

A customer may request an address correction or change before the order is dispatched. 

Address changes cannot be guaranteed after the order has been packed, handed over to the courier or marked as dispatched. 

To request an address change, contact customer support immediately and provide: 

• Order number; 

• Registered mobile number or email address; 

• Existing delivery address; and 

• Complete corrected address. 

A change in the delivery postal code may result in: 

• Additional shipping charges; 

• A change in delivery timeline; 

• Cancellation of cash on delivery; 

• Cancellation and re-placement of the order; or 

• Inability to deliver the order. 

For security reasons, Kenbee may verify the customer’s identity before accepting a major address change. 

13. Telephone Verification 

Kenbee or its delivery partner may contact the customer to: 

• Confirm the order; 

• Verify the delivery address; 

• Confirm a cash-on-delivery order; 

• Obtain directions; 

• Schedule delivery; 

• Resolve an address problem; or 

• Confirm customer availability. 

Failure to respond to verification or delivery calls may result in delay, cancellation or return of the shipment. 

14. Cash-on-Delivery Orders 

Where cash on delivery is available, it will be displayed as a payment option during checkout. 

Cash on delivery may not be available for: 

• All postal codes; 

• High-value orders; 

• Bulk or institutional orders; 

• Specially arranged products; 

• Customers with repeated refused deliveries; or 

• Orders requiring advance payment. 

Kenbee may verify cash-on-delivery orders before dispatch. An order may remain on hold or be cancelled if verification cannot be completed. 

The customer should keep the correct payable amount available where the delivery provider does not offer change or digital collection facilities. 

15. Delivery Attempts 

The courier provider may make one or more delivery attempts according to its operating procedure. 

Where delivery is unsuccessful, the courier may: 

• Contact the customer; 

• Attempt delivery again; 

• Hold the package at a local facility; 

• Request collection from a delivery centre; or 

• Return the package to Kenbee. 

The customer should promptly respond to delivery calls and tracking notifications. 

16. Failed Delivery and Return to Origin 

A shipment may be returned to Kenbee as undelivered or “Return to Origin” for reasons including: 

• Incorrect or incomplete address; 

• Incorrect postal code; 

• Unreachable telephone number; 

• Customer not available; 

• Customer refusing delivery; 

• Cash-on-delivery payment not made; 

• Repeated unsuccessful delivery attempts; 

• Courier service restrictions; 

• Premises closed; 

• Recipient having moved from the address; or 

• Failure to collect the package from the courier facility. 

After receiving the returned package, Kenbee may contact the customer to arrange reshipment or cancellation. 

Where failed delivery resulted from incorrect information, refusal, non-payment or unavailability attributable to the customer, the customer may be required to pay the actual reshipping charge before the order is dispatched again. 

For prepaid orders returned because of customer-related delivery failure, the original shipping charge and return-to-origin charge may be deducted from the refund, where permitted under applicable law and clearly communicated to the customer. 

17. Refused Deliveries 

Customers should not refuse delivery merely because they changed their mind after dispatch. 

Where a package appears visibly damaged, opened or tampered with, the customer may refuse delivery and immediately inform Kenbee. 

Where a customer refuses an intact shipment without a valid reason, the order may be treated as a customer-initiated return and applicable shipping or return charges may be deducted in accordance with our Return and Refund Policy. 

Repeated refusal of orders may result in restriction of cash-on-delivery services or future orders. 

18. Damaged or Tampered Packages 

Customers should inspect the external package at the time of delivery. 

Where the package appears: 

• Torn; 

• Crushed; 

• Wet; 

• Opened; 

• Resealed; 

• Materially damaged; or 

• Tampered with, 

the customer should, wherever reasonably possible: 

1. Record photographs or a short video of the package; 

2. Inform the delivery representative; 

3. Mention the damage in the delivery acknowledgement, where available; 

4. Refuse delivery if the package appears seriously compromised; and 

5. Contact Kenbee promptly. 

Accepting a visibly damaged package does not automatically remove the customer’s statutory rights. However, photographs, packaging and other evidence may help us investigate the complaint with the courier provider. 

19. Damaged, Missing or Incorrect Products 

Where a delivered order contains: 

• A damaged book; 

• A materially defective book; 

• An incorrect title or class level; 

• An incomplete book set; 

• Missing books or components; or 

• A quantity different from the order, 

the customer should contact Kenbee within 48 hours of delivery. 

The complaint should include: 

• Order number; 

• Customer name; 

• Registered mobile number or email address; 

• Description of the issue; 

• Photographs of the outer package; 

• Photograph of the shipping label; 

• Photographs of the received products; and 

• An unboxing video, if available. 

An unboxing video may help us verify a claim but will not be the sole basis for rejecting an otherwise genuine and verifiable complaint. 

Customers should retain the products, outer packaging, invoice and shipping label until the matter has been reviewed. 

Approved complaints will be handled according to our Return and Refund Policy. 

20. Split Shipments 

An order containing multiple products may be divided into two or more shipments because of: 

• Product availability; 

• Different fulfilment locations; 

• Package-weight limits; 

• Courier restrictions; or 

• Operational requirements. 

The customer may therefore receive separate packages on different dates. 

Where Kenbee divides an order into multiple shipments for its own operational reasons, the customer will not ordinarily be charged an additional shipping fee beyond the amount confirmed during checkout. 

21. Delayed Deliveries 

Delivery may be delayed because of: 

• High order volumes; 

• Academic-season demand; 

• Sales or promotional periods; 

• Courier congestion; 

• Incorrect address information; 

• Customer unavailability; 

• Weather conditions; 

• Floods, fire or natural disasters; 

• Public holidays; 

• Strikes or transport disruptions; 

• Government restrictions; 

• Security restrictions; 

• Epidemics or public-health emergencies; 

• Technical failures; 

• Shortage of transport capacity; or 

• Other circumstances beyond our reasonable control. 

Kenbee will make reasonable efforts to provide updated information and assist the customer with tracking delayed shipments. 

A courier tracking delay does not necessarily mean that the shipment has been lost. 

22. Lost Shipments 

A shipment may be considered potentially lost where there has been no meaningful tracking update for an unusually long period or where the courier confirms that the package cannot be located. 

Kenbee may first raise an investigation with the courier provider. 

Courier investigations may require additional time. The customer agrees to reasonably cooperate by providing order, address and communication details required for the investigation. 

Where the courier confirms that a prepaid shipment has been lost before delivery, Kenbee will ordinarily offer, subject to stock availability: 

• Reshipment of the ordered products; or 

• A refund of the amount paid for the undelivered products. 

23. Delivery to Another Person 

An order may be treated as delivered when it is accepted at the supplied delivery address by: 

• The named recipient; 

• A family member; 

• An employee; 

• A receptionist; 

• A security guard; 

• An authorised representative; 

• A neighbour authorised by the customer; or 

• Another person reasonably appearing authorised to accept delivery. 

Customers should avoid using an address where packages cannot be securely received. 

24. Delivery to Schools and Institutions 

For deliveries to schools, offices and institutions, the package may be handed over to: 

• The reception desk; 

• Administrative office; 

• Stores department; 

• Security desk; 

• Purchase department; or 

• Another authorised representative at the premises. 

The customer should ensure that the organisation is expecting the shipment and that its receiving staff are authorised to accept it. 

25. Remote and Restricted Locations 

Some areas may have limited courier service or may be served only on selected days. 

For such locations: 

• Delivery may take longer; 

• Tracking updates may be less frequent; 

• Cash on delivery may not be available; 

• Additional shipping charges may apply; or 

• Delivery may require collection from the nearest courier or postal facility. 

If an address is found to be unserviceable after the order is placed, we may contact the customer to request an alternative serviceable address or cancel the affected order. 

A prepaid order cancelled because no serviceable delivery option is available will be refunded according to our Refund Policy. 

26. Bulk and Institutional Orders 

Bulk orders placed by schools, distributors, booksellers or institutions may require separate shipping arrangements. 

Such orders may be subject to: 

• Custom freight charges; 

• Transport booking; 

• Multiple cartons; 

• Partial dispatches; 

• Longer processing periods; 

• Minimum order quantities; 

• Advance payment; 

• Delivery through a transporter instead of a standard courier; and 

• Separate delivery documentation. 

The applicable shipping cost and estimated schedule may be stated in the quotation, invoice, purchase order or separate written agreement. 

Where separate written shipping terms apply to a bulk order, those terms will prevail over this general Policy to the extent of any inconsistency. 

27. Pre-orders and Temporarily Unavailable Products 

Where a product is available for pre-order or is awaiting stock, the expected dispatch period will be stated on the product page, checkout page, order confirmation or customer communication. 

An order containing both available and pre-order products may be: 

• Dispatched together after all products become available; or 

• Divided into separate shipments. 

Where separate dispatch would create an additional charge, we will communicate the applicable arrangement before requesting additional payment. 

28. Packaging 

Kenbee will make reasonable efforts to pack books securely to protect them from ordinary handling during transport. 

Packaging may include: 

• Protective wrapping; 

• Corrugated boxes; 

• Envelopes; 

• Edge protection; 

• Sealed bags; or 

• Other packaging appropriate to the order. 

The appearance or material of packaging may vary depending on package size, product type, availability and courier requirements. 

Minor marks or wear on external transit packaging that do not affect the books will not ordinarily be treated as product damage. 

29. Ownership and Risk 

Responsibility for the physical safety of the shipment remains with Kenbee until the order is delivered to the customer or another person authorised to receive it at the supplied address. 

After confirmed delivery, the customer is responsible for keeping the products safe. 

Nothing in this clause limits any right available to a consumer in relation to an incorrect, damaged, defective, incomplete or misrepresented product. 

30. Cancellation Before Dispatch 

Customers may request cancellation before the order is dispatched. 

A cancellation request cannot be guaranteed after: 

• Packing has begun; 

• A shipping label has been generated; 

• The package has been handed to the delivery provider; or 

• The order has been marked as dispatched. 

Cancellation and refund conditions are explained in our Cancellation and Return and Refund Policies. 

31. Force Majeure 

Kenbee will not be responsible for a delay or failure caused by circumstances beyond its reasonable control, including: 

• Natural disasters; 

• Floods; 

• Fire; 

• War; 

• Civil disturbance; 

• Epidemics; 

• Government action; 

• Transport shutdowns; 

• Labour disputes; 

• Courier interruptions; 

• Telecommunications failures; 

• Cyberattacks; or 

• Shortage of essential materials. 

Where such an event materially affects an order, we will make reasonable efforts to communicate with the customer and arrange delivery, rescheduling, replacement or refund as appropriate. 

32. Customer Support 

For questions regarding dispatch, shipping, delivery or tracking, contact: 

Kenbee Edutech Private Limited 
D-274, Bani Park 
Jaipur, Rajasthan 302016 
India 

Email: connect@kenbee.co.in 
Telephone: +91 977-332-3310 / +91 977-332-3301 
Online store: shop.kenbeeschoolbooks.com 

Customers should provide the following when contacting support: 

• Order number; 

• Customer name; 

• Registered telephone number or email address; 

• Tracking number, where available; and 

• A brief explanation of the issue. 

33. Grievance Redressal 

A customer who is not satisfied with the response received from customer support may contact the Grievance Officer: 

Grievance Officer 

Name: [Insert full name] 
Designation: [Insert designation] 
Email: [Insert dedicated grievance email address] 
Telephone: [Insert grievance contact number] 

Address: 
Kenbee Edutech Private Limited 
D-274, Bani Park 
Jaipur, Rajasthan 302016 
India 

Please include the order number and the words “Shipping Grievance” in the subject line. 

34. Changes to This Policy 

Kenbee may update this Shipping and Delivery Policy to reflect changes in: 

• Courier arrangements; 

• Delivery locations; 

• Shipping charges; 

• Processing times; 

• Website functionality; 

• Business operations; or 

• Applicable law. 

The updated Policy will be published on the Website with a revised “Last updated” date. 

Changes will ordinarily apply to orders placed after the updated Policy is published. Orders already accepted will remain subject to the shipping terms communicated when the order was placed, unless a change is legally required or agreed with the customer.