Shipping & Delivery Policy

Overview

BANQUEEN is primarily a digital financial services marketplace. Most products and services accessed through the Platform, such as eligibility checks, application submission, document upload, account opening and policy issuance, are delivered electronically or facilitated through product providers. However, some products may involve physical delivery of welcome kits, debit cards, credit cards, policy documents, debit/credit card PINs or other items by the product provider or its courier partners.

This Shipping & Delivery Policy explains how physical deliveries are handled, the timelines to expect, and who is responsible for delivery when you apply through BANQUEEN.

Please note that BANQUEEN does not itself ship physical products. Physical delivery is the responsibility of the product provider, bank, NBFC, insurer or its appointed courier/logistics partner. BANQUEEN may track and display delivery status on your dashboard as a convenience service.

Digital Delivery

The majority of BANQUEEN services are delivered digitally. This includes:

• Eligibility check results and soft quotes.
• Application status updates through the BANQUEEN dashboard and SMS/email.
• Electronic policy documents, account statements and sanction letters shared by product providers.
• E-cards, virtual cards, e-policy numbers and digital welcome letters.
• Credit reports, offers and comparison results.

Digital deliverables are made available through the BANQUEEN user dashboard, email and SMS. You are responsible for providing a valid email address and mobile number and for maintaining the security of your account.

Physical Delivery

Where a product provider issues a physical item, the following may be shipped to your registered address:

• Credit / Debit Cards: Plastic cards, PIN mailers and welcome kits.
• Insurance Policies: Physical policy documents, premium receipts and policy schedules.
• Bank Account Kits: Cheque books, passbooks and debit cards for newly opened accounts.
• Investment / Demat Kits: Welcome letters, statement of account and stationery.
• Loan Documents: Sanction letters, loan agreements and repayment schedules (where physical copies are required).

Product providers decide whether a physical item is required, the courier partner used and the mode of dispatch. BANQUEEN may display an estimated delivery date and tracking details in your dashboard when made available by the product provider.

Delivery Partners & Areas

Product providers generally ship to all serviceable pin codes across India. Delivery may be made through:

• India Post / Speed Post.
• Private courier companies (Blue Dart, DTDC, Delhivery, etc.).
• In-house courier or branch dispatch by the product provider.

Certain remote, restricted or non-serviceable locations may experience longer delivery times or may not be eligible for physical delivery. Product providers may request alternate delivery arrangements in such cases.

Delivery Timelines

Delivery timelines vary by product provider, location, product type and courier availability. The following are indicative timelines only and begin after the product provider confirms dispatch:

Metro and Tier-1 cities generally receive items faster than Tier-2, Tier-3 and remote locations. Public holidays, courier strikes and force majeure events may cause delays.

Tracking & Updates

You can track the delivery of physical items in the following ways:

• Through the BANQUEEN dashboard, if tracking information is provided by the product provider.
• Via SMS or email sent by the product provider or courier partner with tracking details.
• By logging into the product provider's portal or mobile app.
• By calling the product provider's customer care or courier helpline with the airway bill (AWB) number.

BANQUEEN may send status updates as a convenience, but the accuracy of tracking information depends on the product provider and courier partner.

Delivery Charges

Delivery charges for physical items are determined by product providers and courier partners. In most cases:

• Welcome kits, debit cards and credit cards are delivered free of charge by the product provider.
• Some product providers may charge a nominal courier or document fee. Any such charge will be disclosed in the product-specific terms before you confirm the application.
• BANQUEEN does not separately charge delivery fees for physical items issued by product providers.

Delivery Address

You must provide an accurate, complete and valid delivery address at the time of application. If you need to change the delivery address after submission, please contact the product provider directly or update your address through the BANQUEEN dashboard if the product provider supports it.

Product providers may verify the delivery address through address proof documents. Deliveries may be refused or delayed if the address is incomplete, incorrect or cannot be verified.

Failed or Delayed Delivery

If a delivery attempt fails, the courier may attempt delivery again or hold the item at the nearest courier office. Common reasons for failed delivery include:

• Recipient not available at the provided address.
• Incomplete, incorrect or unverifiable address.
• Contact number not reachable.
• Pin code not serviceable.
• Recipient refuses to accept the item.

If delivery is delayed beyond the indicative timeline, please contact the product provider or courier partner directly. BANQUEEN can help facilitate communication but is not responsible for the delay.

Damaged or Missing Items

If you receive a damaged, incomplete or incorrect physical item, please:

• Notify the delivery person and note the damage on the proof of delivery (if possible).
• Contact the product provider immediately with photos and details of the damaged or missing item.
• Inform BANQUEEN support if the product provider is unresponsive or if the issue is not resolved.

Product providers are responsible for reissuing damaged cards, policy documents or welcome kits. BANQUEEN will assist in raising the issue with the provider but does not replace physical items itself.

Contact

For delivery-related queries, please reach out to: