What this policy covers
This policy applies to gold coin orders placed with SMG Horizon Services Private Limited (“SMG”) through Save My Gold. Coin orders are not open yet; this policy describes how delivery will work when they open.
Digital gold is not shipped. When you buy digital gold, it is allocated to you and held in custody; nothing is dispatched. Converting digital gold holdings into coins for delivery is not currently available.
Where we deliver
Serviceable areas: To be published. You can check whether we deliver to your PIN code before you pay. We deliver only to addresses in India.
Shipping charges
Shipping charges: To be published. Any shipping charge is shown as a separate line on your quote before you pay, and on your invoice.
Delivery timeline
Expected timeline from payment to delivery: To be published. Timelines can be longer for remote areas, during public holidays, or because of events outside our control. We will tell you if your order is delayed.
Packing and dispatch
Coins are packed in sealed, tamper-evident packaging and shipped by a secure courier that specialises in valuable goods. Packaging and certificate details: To be published. Your GST invoice is available in the app when your order is dispatched.
Tracking
Once your order is dispatched, we'll send tracking details by SMS and/or email, and show the status in the app.
Handover and identity check
- Coins are handed over only to the person named on the order, at the delivery address.
- The courier will verify your identity, for example with a one-time code sent to your registered mobile and/or photo identification.
- We do not deliver to post-office boxes or leave parcels unattended or with neighbours.
Damaged or tampered parcels
Please check the outer packaging before accepting it. If the parcel looks opened, damaged or tampered with, do not accept it. Contact support straight away with your order number. If you notice a problem only after opening, contact us within the period stated in the Refund & Cancellation Policy, keeping all packaging and taking photographs.
Loss in transit
Risk in the coins stays with SMG until they are handed over to you. If a shipment is lost in transit, we will, at your choice, send a replacement or refund the full amount you paid for the affected coins.
Failed delivery
If delivery fails after the courier's attempts (for example, you are unavailable or cannot complete the identity check), the parcel is returned to us. We will contact you to arrange re-delivery or a refund under the Refund & Cancellation Policy. Any charges for re-delivery will be shown before you agree to it.
Cancellations and returns
Cancellations before dispatch and returns of coins are covered by the Refund & Cancellation Policy.
Questions
Contact customer support about any delivery.