Delivery and fulfilment
Almost everything we supply is delivered electronically, to the address on your order. This is how that works, what it depends on, and what to do when it has not happened.
Awaiting legal review
This document describes how this business actually operates and is drafted against Indian law as it applies to a business-to-business reseller. It is not legal advice, and it has not yet been reviewed by the company's own adviser.
The indicative timelines below describe how fulfilment normally runs. The authoritative timeline for any given order is the one stated on its quotation — that is by design, because lead times differ by publisher and by programme.
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The timeline on your quotation is the one that counts
Every quotation states the delivery timeline for the items on it. That timeline is specific to those products, that programme and that quantity, and it is the commitment. The ranges below describe what normally happens; where they and your quotation differ, the quotation governs.
Delivery begins once we have accepted your purchase order — and, where the quotation makes provisioning conditional on payment or on a credit check, once that condition is met.
What normally happens, and how quickly
- Licence keys for stocked productsSame or next business day
- Cloud subscriptions provisioned into your tenant1–2 business days
- Volume licensing agreements3–7 business days, publisher-dependent
- Academic, government or non-profit pricingLonger — eligibility is verified by the publisher first
- Hardware in distributor stock3–7 business days within India
- Configured-to-order hardwareAs quoted; build time is set by the manufacturer
- Professional servicesScheduled with you after the order is accepted
Where delivery goes
Licence keys, download links, tenant confirmations and invoices are sent by email to the delivery contact named on the purchase order. Where no delivery contact is named, they go to the person who placed the order.
Check that address is right before you order. A key sent to a mistyped address has still been issued and cannot be re-issued for free by most publishers. If the person who should receive it is not the person ordering, name them on the purchase order.
Where an order is provisioned directly into your tenant, we need administrator access or an invitation from your administrator. We will ask for exactly what is needed and no more, and we do not retain that access after provisioning unless you have engaged us for ongoing management.
Hardware ships to the delivery address on the purchase order, within India. Someone must be present to receive it.
What causes a delay, in practice
- Eligibility verification by the publisher, for academic, government, non-profit or charity pricing. This is the most common cause and is outside our control.
- A mismatch between the purchase order and the quotation, which we have to resolve with you before proceeding.
- A publisher or distributor outage, or a programme change taking effect mid-order.
- Stock — for hardware, and occasionally for boxed software.
- A credit check or a payment condition on the quotation that has not yet been met.
If it has not arrived
First, check the spam folder of the delivery address — licence keys arrive as plain email from our domain and are occasionally filtered.
Then tell us, with the order reference. We will trace it and tell you where it is: with the publisher, with the distributor, or with us. If it is with us, we will say so.
Where we have missed a delivery timeline that was stated on the quotation and the delay is ours, you may cancel the undelivered part of the order and be refunded for it. Where the delay is the publisher's, we will keep you informed and pursue it, and we will agree a revised date with you rather than let it drift.
Title and risk
For hardware, risk passes to you on delivery to the address on the purchase order; title passes on payment in full.
For software, no title passes at all — you receive a licence from the publisher on its terms, as explained in the terms of sale.
Grievance redressal
If something has gone wrong and the team handling your account has not put it right, this is who to escalate to. We acknowledge a grievance within 48 hours of receiving it and aim to resolve it within one month, as required of an online seller under the Consumer Protection (E-Commerce) Rules 2020.
Details requiring configuration before launch. An online seller in India must publish a named grievance officer and their contact details. That appointment has not been configured for this deployment. Nothing here substitutes invented company information — unset values are simply omitted.
- Postal address
- 407, 4th Floor, Pearl Business Park, Netaji Subhash Place, Pitampura, New Delhi, Delhi 110034, India
Please include your quotation or order reference, the name of your organisation, and what outcome you are looking for. A grievance raised without a reference takes longer to trace.
A question about this document
If anything here is unclear, or conflicts with a quotation or agreement you already hold, tell us before you act on it. Where a signed agreement and this page disagree, the agreement governs.