Shipping Policy

We ship to all serviceable pin codes across India. For remote or restricted areas including parts of North-East India, Andaman & Nicobar Islands, and Lakshadweep, delivery timelines may vary and additional logistics constraints may apply. Enter your pin code at checkout (https://parts.ace-cranes.com/) to verify serviceability.

Orders on the Platform are fulfilled by the Seller assigned to your order at checkout. Where the assigned Seller is unable to fulfil:

• ACE will attempt to fulfil the order directly as Seller of Last Resort.
• You will be notified by email of any change in the fulfilling entity.
• If neither the Seller nor ACE can fulfil the order, it will be cancelled with a full refund.
• Regardless of who fulfils your order, all Products are genuine and authorised, and the same shipping standards, timelines, and quality checks apply.

Delivery timelines are estimated from the date of dispatch. Same-day delivery for same-city orders is subject to order confirmation before 12:00 PM IST, stock availability at the nearest fulfilment point, and logistics partner capacity in that city on that day.

Shipping charges are calculated dynamically at checkout and are not fixed flat rates. The charge is determined by:

• Dimensional (volumetric) weight of the product(s) ordered.
• Actual dead weight of the packaged consignment.
• Distance between the dispatch origin (Seller's or ACE's fulfilment location) and the delivery destination.
• Delivery zone and location type (metro, Tier-1/2/3 city, rural, or remote).
• Applicable fuel surcharges and logistics partner rates at the time of order.
• The final shipping charge is displayed on the checkout page before payment. By proceeding to pay, you accept the charge as displayed.
• Shipping charges are non-refundable except where the return is due to a defective, incorrect, or transit-damaged product - in which case ACE arranges return pickup at no cost to the Buyer for approved claims.

• In-App: 'My Orders' > Select Order > 'Track Shipment'.
• Web: 'My Account' > 'Orders' > 'Track' at https://parts.ace-cranes.com/
• Logistics Partner Portal: Using the AWB/tracking number in your dispatch notification email/SMS.

• Ensure someone is available at the delivery address during the estimated delivery window.
• Inspect the outer packaging before accepting delivery. Do not accept visibly tampered or damaged packages without noting the damage on the delivery receipt and capturing photographs.
• Sign the delivery acknowledgement only after inspecting the outer packaging.
• In case of missed deliveries, the logistics partner will attempt re-delivery. After failed attempts, the package will be returned to the Seller's or ACE's fulfilment point. Re-shipping fees may apply.

Certain products such as hydraulic fluids, batteries, and gas cylinders may be classified as hazardous under transport regulations. Shipping of such items is subject to carrier acceptance and may be restricted to surface transport only. The Platform will notify you of applicable restrictions at checkout.

• Wait 2 additional business days beyond the estimated delivery date before raising a concern.
• Write to support@ace-cranes.com with subject: 'Shipment Issue - Order ID: [Your Order ID]'.
• For shipments declared lost by the logistics partner in writing, ACE will initiate a replacement or full refund within 7 business days of official confirmation.

Delivery timelines may be extended in Force Majeure events as defined in our Terms & Conditions. ACE will communicate delays to affected Buyers and provide the option to wait or cancel with a full refund.