Shipping Policy

1. Where We Ship

Orders can currently be shipped to over 19 countries, including but not limited to: the United States, Canada, United Kingdom, Australia, New Zealand, Singapore, Malaysia, UAE, Saudi Arabia, Qatar, Kuwait, Bahrain, Oman, Germany, France, Netherlands, Belgium, Switzerland, Austria, Ireland, Italy, Spain, Portugal, Sweden, Norway, Denmark, Finland, Japan, Hong Kong, Sri Lanka, Mauritius, and South Africa. If your country isn't listed, contact us — we may still be able to arrange delivery.

2. How Shipping Cost Is Determined

• Shipping is not included in the doll quote. Golu dolls vary greatly in size, weight, and fragility, so a reliable freight cost can only be calculated once your order is packed and weighed.
• After pricing is confirmed, the supplier packs and weighs your order and we relay a final shipping and duties estimate before anything is dispatched. Nothing ships until you confirm and agree to the total cost.

3. Packing

• The supplier packs every order piece by piece in cotton wadding inside double-walled cartons.
• Fragile scene sets and larger figures travel in custom-cut foam inserts.
• All shipments are declared accurately as handicrafts and include a complete invoice with each parcel.

4. Delivery Timelines

• Air freight: typically 7–14 working days after dispatch to most destinations.
• Sea freight (recommended for larger padi orders): typically 5–8 weeks after dispatch.
• These are estimates, not guarantees. Timelines can be affected by customs processing, carrier delays, weather, and seasonal demand.
• Order early for Navarathri: workshops and packing run at full capacity in the weeks before the festival, so requests submitted close to Navarathri may not arrive in time. We recommend requesting your quote at least 6–8 weeks ahead of the festival if shipping internationally.

5. Customs, Duties & Import Taxes

• Any import duties, taxes, or customs handling fees charged by your country are your responsibility and are separate from our quote.
• We cannot predict or control the amount your country's customs authority will charge, or how long clearance will take.
• We will not undervalue shipments or mislabel contents to reduce your duties; all shipments are declared truthfully.

6. Tracking

All international shipments are sent with tracking. Tracking details are shared with you by email or WhatsApp once your order is dispatched.

7. Damage or Loss in Transit

• If your order arrives visibly damaged, photograph the packaging and item(s) before unpacking further and contact us within 7 days of delivery.
• Kalainaya will help you raise the claim with the supplier and, where applicable, the carrier or any shipping insurance — see our Returns & Refund Policy for how this is handled. Because the supplier ships and is paid directly, the final resolution of a transit-damage claim rests with them.
• Given the handcrafted and often fragile nature of these pieces, we recommend reviewing our packaging notes for a piece if you have concerns before confirming an order — we're happy to advise on which pieces travel best internationally.

8. Address Accuracy

Please provide a complete, accurate delivery address, including recipient name, full street address, city, state/region, postal code, and country. We are not responsible for delays or non-delivery caused by incomplete or incorrect address information you provide.

9. Contact

Questions about a specific shipment should go to:

• mail2kalainaya@gmail.com
• WhatsApp +1 (850) 566-4844