Shipping & Delivery Policy

At Niela (operated by Poiya Healthcare India Private Limited), we understand the critical importance of receiving your personal hygiene products on time. We partner with India's leading logistics providers to ensure reliable, high-priority delivery across all serviceable pin codes nationwide.

1. Processing & Dispatch Timeline

All orders placed on our website are processed and prepared for shipping from our central fulfillment center in Jaipur, Rajasthan.

• Orders received before 2:00 PM IST (Monday through Saturday) are typically packed and handed over to courier partners within 24 hours.
• Orders placed on Sundays or National Public Holidays will be processed on the following working business day.
• During peak festival seasons or promotional sales, dispatch may take up to 48 hours.

2. Shipping Rates & Thresholds

3. Estimated Delivery Times

Delivery timelines depend on your geographic location and local courier hub operations:

• Metro Cities (Delhi NCR, Mumbai, Bengaluru, Chennai, Kolkata, Hyderabad): 2 to 4 business days.
• Tier 2 & Tier 3 Cities / State Capitals: 3 to 6 business days.
• Remote Locations & North-Eastern States / J&K: 6 to 10 business days.

4. Discreet & Eco-Friendly Packaging

Your privacy and comfort are our highest priority. All Niela orders are packaged in 100% recyclable, tamper-evident, unmarked boxes or mailers. There are no product descriptions or brand markings on the outer shipping label so you can have your essentials delivered anywhere — home, hostel, or workplace — with complete peace of mind.

5. Real-Time Order Tracking

As soon as your order is dispatched, you will receive an email confirmation containing your courier partner name, AWB tracking number, and a direct tracking link. You can also track your shipment anytime through the Orders section in your Niela account.

6. Damaged Shipments or Missing Items

In the unlikely event that your package arrives with an opened seal, visible external damage, or missing items:

• Please refuse to accept the package if the outer seal is visibly broken or tampered with.
• If discovered after delivery, report it to our customer care team at support@nielacare.com within 48 hours of delivery along with photos of the outer box and invoice.
• We will arrange a prompt priority replacement or 100% refund at zero additional cost to you.

7. Shipping Support & Queries

For any questions regarding shipping, delays, or changing your delivery address before dispatch, please contact our support team: