Every dispatched order carries a tracking number. Here is where to find it, what the stages mean, and what to do in the first minute after the parcel arrives — which matters more than usual when glass is inside.
Where your tracking number is
- In the dispatch email, sent when the parcel is handed to the courier, with a direct link.
- Under My Orders if you have an account.
- In the courier SMS on the day of delivery.
No number yet? The order is almost certainly still in handling — that takes 1 to 2 business days. Orders confirmed after 3:00 PM IST join the next working day queue.
What the stages mean
| Order confirmed | We have the order and, for UPI, the payment. Handling starts. |
|---|---|
| Checked | Moulding, glazing, mat opening and hardware verified against the order. |
| Packed | Each frame is corner-protected, the glazing is faced with board, and the whole piece is double-boxed with fragile marking on the outer carton. |
| Dispatched | Handed to Delhivery / DTDC. Tracking number issued. |
| In transit | Moving between courier hubs. Normally 3 to 7 business days. |
| Out for delivery | With the rider. Keep the phone reachable; for COD have the exact amount ready. |
| Delivered | Signed for. Your 10 days return window starts today. |
How long it should take
Handling 1 to 2 business days, then transit 3 to 7 business days — about 3 to 5 business days to metro PIN codes and 3 to 7 business days to the rest of India. Total from Thane, Maharashtra: 4 to 9 business days.
When a quiet tracking page matters
- No movement in the first 24 hours after dispatch: normal. Scans begin at the first hub, not at pickup.
- No tracking number three working days after ordering: write to us.
- No scan for five consecutive working days: write to us and we will raise it with the courier.
- Marked delivered but nothing arrived: tell us the same day. We ask the courier for the delivery proof and, if it cannot be produced, we replace or refund.
On the day it arrives
- Check the carton before signing. Crushing, damp, a torn edge or fresh tape over an old seam are reasons to refuse the delivery and note why.
- Tilt it gently and listen. Loose glass inside a sealed box is audible. If you hear it, refuse the parcel.
- Film the unboxing until everything is out of the box.
- Keep the packaging until you are satisfied — a return needs the corner protectors and the board that faced the glazing.
Framed pieces travel with glass. Check the parcel for breakage while the courier is still at your door, and film the unboxing within 48 hours if anything is cracked.
Before you decide it is faulty
Normal on arrival: a faint smell of new timber for a day or two, a protective film on the glazing that peels off, small differences in grain and tone between two frames of the same finish, and hanging hardware packed loose in a bag rather than fitted. A genuine fault is different: cracked or chipped glazing, a split or bowed moulding, a mat cut to the wrong opening, a backing board that will not sit flush, or a missing hanging fitting.
Failed delivery
Couriers attempt delivery up to three times. If the parcel returns to us we email within two working days and offer re-shipment to a corrected address at no extra shipping charge, or a full refund.
Ask about an order
- Photo Frame Factory — sole proprietorship
- Address: Shop no. 4, Animesh Apartments, Lohar Ali Rd, near karnavat classes, Jambli Naka, Thane West, Thane, Maharashtra, 400601, India
- Phone: +91 90040 79575
- Email: [email protected]
- Hours: Customer service: 10:00 AM – 8:30 PM IST, daily
Governed by the laws of India; disputes fall to the courts at Thane, Maharashtra.