Shipping Policy

Delivery Locations

We may accept orders for delivery to locations where our current delivery arrangements support shipment.

The destinations available for direct website checkout may differ from destinations that can be served through a business or export enquiry.

If a destination is not available for direct online ordering, customers may contact Pussalla Cinnamon to discuss whether a separate delivery or export arrangement can be made.

We reserve the right to decline or cancel an order where delivery to the selected destination cannot reasonably be arranged, subject to applicable law and any refund obligations.

Local Delivery

For deliveries within Sri Lanka, available delivery methods, charges and estimated delivery information will depend on the order and destination.

Where a delivery charge or estimated delivery period applies to an online order, the applicable information will be shown or communicated before the order is completed where required.

Delivery may be made through our own arrangements or through a third-party delivery or logistics provider.

Wholesale and Bulk Orders

Wholesale and bulk orders may require delivery arrangements that differ from standard website orders.

Delivery arrangements may be agreed based on order quantity, product specifications, destination, packaging requirements and the customer's requested delivery schedule.

Any applicable delivery charges, lead times, delivery responsibilities or other shipping terms for a business order may be stated in the quotation, purchase order, invoice or other written commercial agreement.

Where such terms have been agreed, they will take precedence over the general information in this policy for that transaction, subject to applicable law.

International and Export Orders

International orders may be handled through direct website ordering where available or through a separate business/export arrangement.

Export shipments may require additional documentation, packaging, customs procedures, inspections or coordination with logistics providers and other parties.

Delivery timeframes for international shipments can vary significantly depending on the destination country, customs clearance, carrier arrangements and other factors outside our direct control.

For export and international B2B transactions, the applicable quotation, purchase order, invoice, sales agreement or other written commercial terms may specify the delivery arrangements and responsibilities of each party.

Shipping Charges

Shipping charges depend on factors such as destination, order size, weight, delivery method and the type of transaction.

Where shipping charges apply to an online purchase, the applicable charge will be communicated or displayed before the customer completes the order where required.

For wholesale, bulk and export orders, shipping and logistics costs may be quoted separately.

Additional charges arising after shipment, such as customs duties, import taxes or destination-country charges, may be payable by the customer where applicable.

Estimated Delivery Times

Any delivery timeframe shown or communicated for an order is an estimate unless we have expressly agreed to a specific delivery date or period.

Delivery times can be affected by factors including product availability, order processing, weekends and public holidays, carrier operations, weather, customs clearance, import procedures and other events outside our reasonable control.

For international orders, customs clearance and local delivery arrangements can add time after the shipment leaves Sri Lanka.

Where applicable law provides a mandatory delivery period or remedy for delayed delivery, those legal requirements will apply.

Customs, Duties and Import Charges

International shipments may be subject to customs duties, import taxes, VAT or other charges imposed by the destination country.

Unless otherwise stated in the applicable commercial or shipping terms, the customer is responsible for understanding and paying charges that are imposed by the destination country in connection with the importation of the goods.

The customer may also be responsible for providing information or documents required by customs or local authorities.

Customs requirements vary between countries. Pussalla Cinnamon cannot guarantee that a shipment will be cleared within a particular timeframe or without additional requirements imposed by the destination authorities.

Delivery Address and Contact Information

Customers are responsible for providing an accurate and complete delivery address and contact information.

If incorrect or incomplete information causes a delivery problem, additional delivery charges or a failed delivery, we may need to contact the customer before attempting another delivery.

For business and export orders, the customer is also responsible for providing any required consignee, importer or customs information that has been agreed as part of the transaction.

Customers should notify us as soon as possible if an address or contact detail needs to be changed. Changes cannot always be accommodated once an order has been dispatched.

Tracking

Where tracking is available for a shipment, tracking information may be provided to the customer after dispatch.

Tracking availability depends on the delivery method and logistics provider used for the order.

A tracking reference does not guarantee a particular delivery date. Customers should use the information provided by the relevant carrier to follow the shipment where tracking is available.

Delivery Problems and Delays

If an order does not arrive within the expected delivery period, customers should contact us so that we can review the order and, where appropriate, check with the relevant delivery or logistics provider.

For international shipments, a delay may occur because of customs clearance, inspections, documentation requirements or other destination-country procedures.

Where a shipment is delayed or cannot be delivered because of circumstances outside our reasonable control, we will work with the customer to determine the appropriate next steps, subject to applicable law and any agreed commercial terms.

Damaged Packages or Products

If a package appears damaged when it arrives, customers should, where reasonably possible, note the condition of the package and retain relevant packaging until the issue has been reviewed.

If a product is damaged during delivery or arrives in a condition that gives rise to a valid claim, please contact us with the order details and photographs of the product and packaging where available.

We will assess the circumstances and, where the issue is attributable to us or the applicable delivery arrangement, work with the customer on an appropriate remedy in accordance with the Refund Policy and applicable law.

Failed or Missed Delivery

If a delivery cannot be completed because nobody is available to receive it, the address is incorrect, the recipient cannot be contacted or another delivery requirement has not been met, the carrier may attempt another delivery or return the shipment according to its procedures.

Additional delivery or return charges may apply where the failed delivery resulted from information or circumstances attributable to the customer, to the extent permitted by applicable law.

For export and international shipments, the consequences of an undeliverable shipment may also depend on the applicable customs and commercial arrangements.

Changes to Delivery Information

Customers should contact us as soon as possible if they need to change a delivery address or other delivery information.

We will try to accommodate a requested change where the order has not yet been dispatched and the change can reasonably be made.

Once an order has been handed to a carrier or otherwise dispatched, changes may not be possible or may result in additional charges.

Business and Export Shipping Terms

Business customers may have shipping arrangements that are different from those used for ordinary consumer orders.

For wholesale, bulk and export transactions, shipping responsibilities may be allocated through the quotation, purchase order, invoice, sales agreement or other written commercial terms.

These terms may address matters such as delivery points, transport arrangements, documentation, customs responsibilities, insurance, import requirements and delivery schedules.

Customers should review the agreed commercial shipping terms before confirming a business or export order.

Events Beyond Our Reasonable Control

Delivery may be affected by circumstances outside our reasonable control, including severe weather, natural disasters, transport disruption, strikes, customs restrictions, government action, changes in import requirements, public emergencies or other events that prevent or materially delay shipment.

Where such circumstances occur, we will take reasonable steps to manage the situation and communicate material information to affected customers.

This section does not remove any consumer rights or other legal remedies that cannot lawfully be excluded.

Shipping and Refunds

Shipping arrangements can affect the treatment of delivery charges when an order is cancelled, returned or refunded.

Where a refund is due because an order was cancelled, returned or could not be fulfilled, shipping charges will be handled in accordance with the Refund Policy, the applicable commercial terms and any mandatory legal requirements.

For consumer purchases, statutory cancellation or withdrawal rules may require reimbursement of certain delivery charges in qualifying circumstances. The applicable rules depend on the transaction and the law that applies.

Relationship with Other Policies

This Shipping Policy should be read together with our Terms & Conditions and Refund Policy.

The Terms & Conditions explain the general terms governing use of the website and purchases. The Refund Policy explains cancellations, returns and refunds, while this policy focuses on shipping and delivery.

For international B2B and other business transactions, any separate written commercial agreement will also apply to the extent stated in that agreement and permitted by applicable law.

Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes to our delivery arrangements, logistics providers, business practices or applicable legal requirements.

The “Last Updated” date at the top of this page will indicate the most recent revision.

We encourage customers to review this policy before placing an order.