Shipping and Delivery Policy

Effective Date: January 24, 2026

Last Updated: January 24, 2026

Introduction

At Sub Telecom, we are committed to delivering your orders quickly, safely, and efficiently. This Shipping and Delivery Policy outlines our shipping methods, delivery timelines, coverage areas, and everything you need to know about receiving your orders across Nepal.

This policy applies to all orders placed through the Sub Telecom e-commerce mobile application and complies with the requirements of Google Play Store and Apple App Store.

1. Shipping Coverage

1.1 Delivery Locations

Sub Telecom provides nationwide shipping coverage across Nepal:

Kathmandu Valley (Same-Day Delivery):

1. Kathmandu
2. Bhaktapur
3. Lalitpur
4. Surrounding areas within the valley

All Other Locations in Nepal:

1. All major cities and districts
2. Remote and rural areas (subject to courier availability)

1.2 Service Availability

We deliver to all serviceable addresses in Nepal. If your location is not covered by our standard delivery partners, we will contact you to arrange alternative delivery methods or provide a full refund.

2. Delivery Timelines

2.1 Kathmandu Valley - Same-Day Delivery

Orders placed before 2:00 PM NST:

1. Delivered the same day between 4:00 PM - 9:00 PM NST

Orders placed after 2:00 PM NST:

1. Delivered the next business day

Note: Same-day delivery is available Monday through Saturday. Orders placed on Sunday or public holidays will be processed on the next business day.

2.2 Outside Kathmandu Valley - Standard Delivery

Delivery Timeline: 2-3 business days

Major Cities (Pokhara, Biratnagar, Birgunj, etc.):

1. Typically delivered within 2 business days

Remote and Rural Areas:

1. May take up to 3 business days depending on location and courier availability

Business Days: Monday through Saturday (excluding public holidays)

2.3 Factors Affecting Delivery Time

Delivery timelines may be affected by:

1. Weather conditions and natural disasters
2. Political unrest or bandhs (strikes)
3. Public holidays and festivals
4. Remote geographical locations
5. Incomplete or incorrect delivery addresses
6. Courier service delays beyond our control

We will keep you informed via notifications if any delays occur with your order.

3. Shipping Charges

3.1 Standard Shipping Rates

Kathmandu Valley:

1. Free shipping on orders above NPR 2,000
2. NPR 100 for orders below NPR 2,000

Outside Kathmandu Valley:

1. Free shipping on orders above NPR 5,000
2. NPR 150-250 for orders below NPR 5,000 (based on location)

3.2 Express Delivery (Optional)

For customers who need faster delivery outside Kathmandu Valley:

1. Express delivery available for select locations
2. Additional charges apply (calculated at checkout)
3. Delivery within 1-2 business days

3.3 Bulk Orders

Special shipping arrangements are available for bulk orders:

1. Contact our customer support for customized shipping quotes
2. Discounted rates for large volume orders
3. Flexible delivery scheduling

4. Order Processing

4.1 Order Confirmation

After you place an order:

Step 1: Order Received

1. You will receive an instant order confirmation via email and in-app notification
2. Your order enters our processing queue

Step 2: Order Verification

1. Our team verifies product availability and payment
2. Typically completed within 1-2 hours during business hours

Step 3: Order Confirmation

1. Once verified, you receive an "Order Confirmed" notification
2. Your order is prepared for shipment

Step 4: Ready for Dispatch

1. You receive notification when your order is packed and ready
2. Tracking information is provided (when applicable)

4.2 Processing Time

Kathmandu Valley:

1. Orders confirmed before 2:00 PM: Processed and dispatched the same day
2. Orders confirmed after 2:00 PM: Dispatched the next business day

Outside Kathmandu Valley:

1. All confirmed orders are processed and dispatched within 24 hours

5. Order Tracking and Notifications

5.1 Real-Time Order Status

Track your order at any time through the Sub Telecom App:

Order Statuses:

1. Order Placed - Your order has been received
2. Order Confirmed - Payment verified and order confirmed by our team
3. Processing - Your order is being prepared and packed
4. Ready for Dispatch - Order is packed and ready to ship
5. Shipped - Order has been handed over to the courier
6. Out for Delivery - Courier is on the way to your address
7. Delivered - Order successfully delivered

5.2 Notification Channels

Stay updated throughout the delivery process:

In-App Notifications:

1. Real-time push notifications for every status change
2. Instant alerts when delivery is imminent

Email Notifications:

1. Detailed order status updates sent to your registered email
2. Includes tracking information and estimated delivery time

SMS Alerts:

1. Important updates sent via text message
2. Delivery partner contact information provided

Phone Calls:

1. Our delivery partner may call you to confirm your address or schedule delivery
2. Please ensure your phone number is accurate and reachable

6. Delivery Process

6.1 Standard Delivery Procedure

Before Delivery:

1. You will receive a notification when your order is out for delivery
2. Delivery partner may call to confirm your availability

During Delivery:

1. Our delivery partner will arrive at your specified address
2. Please have a valid government-issued ID ready for verification
3. Inspect the package for any visible damage before accepting

After Delivery:

1. Sign the delivery receipt or provide OTP confirmation
2. You will receive a "Delivered" notification in the App
3. Please check the contents immediately and report any issues

6.2 Failed Delivery Attempts

If delivery cannot be completed:

First Attempt:

1. Delivery partner will attempt delivery at your address
2. If unavailable, you will receive a notification

Second Attempt:

1. Another delivery attempt will be made the next business day
2. Delivery partner will call before attempting delivery

After Multiple Failed Attempts:

1. Order will be held at the nearest courier facility
2. You can arrange pickup or schedule redelivery
3. If not collected within 7 days, the order will be returned to Sub Telecom

6.3 Recipient Requirements

Who Can Receive Your Order:

1. The person who placed the order
2. Any adult (18+ years) at the delivery address with valid ID
3. Authorized representative with proper identification

Required for Delivery:

1. Valid government-issued ID (Citizenship, Passport, Driving License)
2. Signature on delivery receipt or OTP verification
3. Contact number must be reachable

7. Delivery Address Guidelines

7.1 Providing Accurate Information

To ensure smooth delivery, please provide:

Complete Address Including:

1. House/Building number and name
2. Street/Road name
3. Landmark (nearby locations for easy identification)
4. Area/Locality name
5. City/District
6. Ward number (if applicable)
7. Contact phone number

7.2 Address Verification

1. Double-check your address before confirming your order
2. Ensure your phone number is active and reachable
3. Add delivery instructions if needed (e.g., "Behind the temple," "Near blue gate")

7.3 Address Change

Before Order Confirmation:

1. You can modify your delivery address in "My Cart" or "Checkout"

After Order Confirmation:

1. Contact customer support immediately at +977 985-1013509
2. Address changes may not be possible once the order is shipped
3. Additional charges may apply for address changes

8. Package Inspection

8.1 Inspection at Delivery

When you receive your order:

Check the Package:

1. Inspect the outer packaging for any damage or tampering
2. If the package appears damaged, refuse delivery and contact us immediately

Verify Contents:

1. Open and verify the contents in the presence of the delivery partner
2. Check that all items match your order
3. Ensure products are undamaged and in good condition

Report Issues Immediately:

1. If you notice any discrepancies, damaged items, or missing products, inform the delivery partner
2. Take photos of the package and contents
3. Contact our customer support within 24 hours: info@subtelecom.com.np or +977 985-1013509

8.2 Refusing Delivery

You have the right to refuse delivery if:

1. The package is visibly damaged or tampered with
2. The seal is broken
3. The contents do not match your order
4. You suspect any issues with the product

If you refuse delivery, contact our customer support immediately to arrange for a replacement or refund.

9. Shipping Restrictions

9.1 Product Restrictions

Certain products may have shipping restrictions:

1. Fragile items require special handling
2. Large or heavy items may have extended delivery times
3. Electronic items require signature confirmation

All restrictions are clearly mentioned on the product page before purchase.

9.2 Delivery Restrictions

We may be unable to deliver to:

1. PO Box addresses (physical address required)
2. Military or restricted areas
3. Locations inaccessible by courier services

If your address falls under restricted areas, we will contact you to arrange alternative delivery or provide a full refund.

10. Lost or Damaged Shipments

10.1 Lost in Transit

If your order is marked as "Delivered" but you did not receive it:

1. Check with family members or neighbors who may have accepted the delivery
2. Verify the delivery address in your order details
3. Contact our customer support within 48 hours
4. We will investigate with our delivery partner
5. If confirmed lost, we will reship the order or provide a full refund

10.2 Damaged During Shipping

If your order arrives damaged:

1. Take photos of the damaged package and product immediately
2. Do not discard the packaging materials
3. Contact us at info@subtelecom.com.np within 24 hours
4. Provide order details and photos
5. We will arrange for a replacement or full refund

11. International Shipping

Currently, Sub Telecom only ships within Nepal. We do not offer international shipping services at this time. We are working to expand our services globally in the future and will update this policy accordingly.

12. Force Majeure

Sub Telecom will not be held responsible for delays or delivery failures caused by circumstances beyond our control, including but not limited to:

1. Natural disasters (earthquakes, floods, landslides)
2. Severe weather conditions
3. Political unrest, strikes, or bandhs
4. Government restrictions or regulations
5. Pandemics or public health emergencies
6. Courier service failures

In such cases, we will make every effort to keep you informed and reschedule delivery as soon as possible.

13. Customer Support

For any questions, concerns, or assistance regarding shipping and delivery, please contact us:

Sub Telecom Customer Support

Email: info@subtelecom.com.np

Phone: +977 985-1013509

Business Hours: Monday - Saturday, 9:00 AM - 8:00 PM NST

Address: Kathmandu, Nepal

Our dedicated support team is here to assist you with:

1. Tracking your order
2. Address changes or delivery rescheduling
3. Delivery issues or concerns
4. General shipping inquiries

14. Policy Updates

Sub Telecom reserves the right to update or modify this Shipping and Delivery Policy at any time to reflect changes in our services, delivery partners, or operational procedures. Any changes will be effective immediately upon posting the updated policy in the App.

We will notify users of significant changes via email and in-app notifications.

Last Updated: January 24, 2026

15. Important Reminders

For Smooth Delivery:

1. Provide complete and accurate delivery information
2. Keep your phone reachable during delivery hours
3. Be available to receive your order
4. Inspect packages upon delivery
5. Report any issues within 24 hours

Same-Day Delivery (Kathmandu Valley):

1. Order before 2:00 PM NST for same-day delivery
2. Available Monday through Saturday only

Standard Delivery (Outside Kathmandu):

1. 2-3 business days delivery time
2. Free shipping on orders above NPR 5,000

Thank you for choosing Sub Telecom. We are committed to delivering your orders safely and on time, every time!