SHIPPING POLICY – STORY’S MERCH

Effective Date: 23-05-2026

Welcome to Story’s Merch. This Shipping Policy governs garment pickup, transportation, embroidery processing timelines, return delivery, logistics handling, transit risks, customer responsibilities, and all shipping-related matters associated with embroidery customization services provided by Story’s Merch.

Story’s Merch operates on a customer-owned garment embroidery model, wherein customers voluntarily provide garments for embroidery customization after purchasing embroidery services or products listed on the platform.

By purchasing embroidery customization services, uploading embroidery designs, submitting placement instructions, making garments available for pickup, or otherwise availing services through Story’s Merch, You expressly acknowledge that You have carefully read, understood, and voluntarily agreed to this Shipping Policy in full.

1. SHIPPING MODEL

Story’s Merch operates on a customer-owned garment customization model.

Upon successful purchase of an embroidery customization service or product, Story’s Merch shall coordinate:

• pickup of the customer’s garment;
• transportation of the garment to Story’s Merch inventory or embroidery facility;
• embroidery customization processing;
• quality review;
• return delivery of the customized garment to the customer.

Customers expressly acknowledge and agree that Story’s Merch primarily renders embroidery customization services and does not primarily sell garments, unless expressly stated on the website.

The primary service offered by Story’s Merch is embroidery customization performed on customer-owned garments voluntarily submitted for embroidery.

2. GARMENT PICKUP PROCESS

Upon successful order confirmation, Story’s Merch, through authorized logistics or delivery partners, shall arrange pickup of the customer’s garment from the pickup address, warehouse, or location provided during checkout.

Customers shall be required to:

• provide accurate pickup information;
• ensure garment availability during scheduled pickup;
• securely pack garments before pickup;
• ensure garments are clean and suitable for embroidery processing.

Customers expressly acknowledge that pickup schedules may vary depending upon:

• location;
• courier availability;
• operational feasibility;
• holidays;
• logistics partner schedules;
• unforeseen disruptions.

Failure to make garments available during scheduled pickup may result in:

• delay;
• rescheduling;
• temporary postponement of embroidery processing;
• logistics interruptions.

Story’s Merch shall not be liable for delays attributable to:

• customer unavailability;
• inaccurate pickup information;
• failed pickup attempts;
• delayed garment handover.

3. SHIPPING CHARGES

Customers expressly acknowledge and agree that pickup and return shipping charges are included in the pricing of embroidery customization services, unless otherwise specifically stated on the website or during checkout.

Story’s Merch reserves the unrestricted right to revise logistics arrangements, shipping structures, or pricing components at any time without prior notice.

Any additional logistics costs arising due to:

• repeated failed pickup attempts;
• inaccurate address details;
• customer-requested rescheduling;
• address changes after dispatch;
• customer unavailability,

may be charged separately at the sole discretion of Story’s Merch.

4. GARMENT PACKAGING RESPONSIBILITY

Customers are solely responsible for ensuring garments are securely packed and ready before scheduled pickup.

Customers are advised to:

• properly fold garments;
• ensure garments are clean and embroidery-ready;
• use suitable protective packaging where necessary;
• avoid submitting damaged garments without prior disclosure.

Story’s Merch shall not be held liable for issues arising due to:

• poor customer packaging;
• garment contamination;
• pre-existing garment damage;
• incorrect shipment preparation;
• undisclosed garment defects.

5. EMBROIDERY PROCESSING AND DELIVERY TIMELINES

Story’s Merch endeavors to complete embroidery customization services within an approximate timeline of two (2) weeks, subject to operational feasibility.

A typical embroidery processing timeline may include:

Customers expressly acknowledge and agree that these timelines are approximate estimates only and shall not be construed as guaranteed delivery commitments.

Processing and delivery timelines may vary depending upon:

• embroidery complexity;
• order volume;
• garment condition;
• embroidery feasibility;
• thread and material availability;
• technical interruptions;
• operational workload;
• logistics delays;
• courier partner schedules;
• public holidays;
• unforeseen disruptions.

Story’s Merch shall not be liable for missed occasions, inconvenience, emotional disappointment, commercial loss, or dissatisfaction arising solely due to timeline variations or delays.

6. SHIPPING DESTINATIONS AND SERVICEABILITY

Story’s Merch currently provides pickup and embroidery customization services only within eligible serviceable regions as determined by operational feasibility and logistics coverage.

Story’s Merch reserves the sole and unrestricted right to:

• refuse pickup in unsupported locations;
• suspend services to specific regions;
• modify serviceable areas;
• restrict logistics coverage;
• discontinue pickup availability in operationally impractical zones.

Where serviceability limitations arise, customers may be notified regarding alternate arrangements or order feasibility.

7. DELIVERY DELAYS

Story’s Merch shall not be held liable for delays in pickup, embroidery processing, shipment, or final delivery arising due to circumstances beyond reasonable operational control.

Such circumstances may include but are not limited to:

• weather conditions;
• floods;
• natural calamities;
• strikes;
• transportation interruptions;
• courier backlogs;
• internet disruptions;
• public emergencies;
• governmental restrictions;
• labor shortages;
• operational shutdowns;
• logistics interruptions;
• force majeure events.

Customers expressly acknowledge and agree that embroidery customization timelines are approximate estimates and may reasonably vary depending upon operational realities.

No refund, reimbursement, compensation, or damages shall arise solely due to delivery delays or logistics inconvenience.

8. TRANSIT RISKS AND LOGISTICS DISCLAIMER

Customers expressly acknowledge and agree that logistics and delivery partners engaged by Story’s Merch may operate independently.

While Story’s Merch undertakes commercially reasonable efforts to coordinate logistics safely and efficiently, Story’s Merch shall not be liable for:

• shipment interruption;
• courier delays;
• theft during transit;
• damaged outer packaging;
• failed delivery attempts;
• logistics negligence;
• transportation interruptions;
• parcel misrouting.

Once a customized garment has been dispatched from Story’s Merch for return delivery, shipment-related risks shall reasonably pass to the customer.

Customers are advised to retain:

• shipment communication;
• delivery updates;
• tracking information;
• order confirmation records.
• 9. INCORRECT ADDRESS OR CUSTOMER UNAVAILABILITY

Customers remain solely responsible for providing:

• accurate pickup address;
• correct delivery address;
• valid contact information;
• accurate order details.

Story’s Merch shall not be responsible for delays, failed pickup, failed delivery, or additional logistics complications arising from:

• inaccurate address information;
• customer unavailability;
• unreachable contact details;
• delayed garment handover;
• repeated failed pickup attempts.

Any additional logistics costs arising due to re-attempted pickup or delivery may be borne by the customer at the sole discretion of Story’s Merch.

10. DAMAGED OR UNSUITABLE GARMENTS

Story’s Merch reserves the unrestricted right to reject garments where:

• garment quality is unsuitable;
• embroidery feasibility is technically impractical;
• garment condition is damaged or excessively worn;
• fabric sensitivity creates unreasonable embroidery risk;
• garment category is not approved.

Customers expressly acknowledge that Story’s Merch shall retain sole discretion regarding embroidery suitability and garment acceptance.

Where garments are rejected following inspection, Story’s Merch may coordinate return delivery of the garment subject to operational feasibility.

Story’s Merch shall not be liable for dissatisfaction arising from rejection due to embroidery incompatibility or technical infeasibility.

11. CUSTOMER SUPPORT FOR SHIPPING

For shipment-related concerns, pickup clarification, delivery support, logistics coordination, or embroidery shipment assistance, customers may contact Story’s Merch through official communication channels.

OFFICIAL CONTACT DETAILS

Story’s Merch
Thannippillil, Kuthiathode P.O, Kodamthuruth, Alappuzha, Kerala, India – 688533
Email: care@storysmerch.com

12. FINAL ACKNOWLEDGEMENT

By purchasing embroidery customization services, submitting garments for pickup, uploading embroidery designs, sharing placement instructions, or otherwise availing Story’s Merch services, customers expressly acknowledge that they have carefully read, understood, and voluntarily agreed to this Shipping Policy in full.

Customers further acknowledge and agree that they understand:

• pickup and return logistics procedures;
• embroidery processing timelines;
• garment handling requirements;
• transit risks;
• serviceability limitations;
• operational delays.

Continued use of Story’s Merch services shall constitute unconditional acceptance of this Shipping Policy and any future revisions introduced from time to time by Story’s Merch.