Shipping & Delivery Policy

1. Delivery Coverage

MAD.FRAG currently aims to deliver orders within Bangladesh.

Delivery availability may depend on the customer’s location and the service coverage of our courier partners.

Certain remote or restricted locations may have different delivery arrangements, delivery times or charges.

2. Order Processing

Orders are normally processed after successful order confirmation.

Before dispatch, MAD.FRAG may contact the customer to verify:

• Customer name;
• Mobile number;
• Delivery address;
• Product selection;
• Payment method;
• Other order information where necessary.

Orders may be delayed or cancelled if the customer cannot be reached for necessary verification.

3. Delivery Time

Estimated delivery time depends on the destination and courier availability.

As a general estimate:

• Inside Dhaka: approximately 1–3 business days.
• Outside Dhaka: approximately 2–5 business days.

These are estimates rather than guaranteed delivery dates. Delivery may take longer during:

• Public holidays;
• Eid and other major holidays;
• Promotional campaigns;
• Severe weather;
• Political disruptions;
• Traffic congestion;
• Natural disasters;
• Courier operational disruptions;
• Incorrect customer information;
• Other circumstances beyond MAD.FRAG’s reasonable control.

4. Delivery Charges

Applicable delivery charges will be displayed or communicated to the customer before order confirmation.

Charges may vary based on:

• Delivery location;
• Order size;
• Courier rates;
• Promotional campaigns;
• Special delivery arrangements.

Any applicable delivery charge should be confirmed before the order is finalized.

5. Cash on Delivery

Where Cash on Delivery is available, the customer is required to pay the confirmed order amount and applicable delivery charges to the courier at the time of delivery.

Customers should keep the required amount ready to avoid unnecessary delivery delays.

6. Customer Responsibility

Customers are responsible for providing accurate:

• Name;
• Mobile number;
• Full delivery address;
• Area/thana;
• City;
• Landmark or additional directions where necessary.

MAD.FRAG is not responsible for delays or failed delivery resulting from incorrect or incomplete information supplied by the customer.

7. Missed Delivery

If a customer is unavailable when the courier attempts delivery, the courier may attempt to contact the customer or arrange another delivery attempt according to its operational policy.

Additional delivery charges may apply where repeated delivery attempts are required because of customer unavailability or incorrect information.

8. Refusal to Accept an Order

If a customer refuses to accept a confirmed order without a legitimate reason, MAD.FRAG may:

• Record the failed delivery;
• Recover applicable delivery costs where legally permissible;
• Require advance payment for future orders;
• Restrict future COD availability.

Nothing in this section limits mandatory consumer rights under applicable law.

9. Inspecting Your Parcel

Customers are encouraged to inspect the parcel at the time of delivery where reasonably possible.

If the parcel appears:

• Opened;
• Crushed;
• Leaking;
• Torn;
• Broken; or
• Otherwise visibly damaged,

please document the condition before accepting or opening the parcel where reasonably possible.

Customers should contact MAD.FRAG promptly if a delivery-related problem is discovered.

10. Unboxing Video

We strongly recommend recording a continuous unboxing video for orders, particularly higher-value orders. The video should clearly show:

• The unopened parcel;
• The courier label/order information;
• The condition of the package;
• The opening of the package;
• The contents inside.

This can help MAD.FRAG investigate damage, missing items or incorrect-product claims.

11. Lost or Delayed Parcels

If a parcel is delayed or appears to be lost while in transit, MAD.FRAG may contact the relevant courier partner and investigate the shipment.

Customers should allow reasonable time for the courier investigation.

If the courier confirms that a qualifying parcel has been lost, MAD.FRAG will determine the appropriate remedy in accordance with the circumstances, our policies and applicable law.

12. Address Changes

If you need to change your delivery address after placing an order, contact MAD.FRAG as soon as possible.

Address changes may not be possible after the parcel has been handed over to the courier.

Any additional delivery cost resulting from a customer-requested address change may be charged to the customer where applicable.

13. Remote or Restricted Locations

Some locations may have limited courier coverage.

Where standard delivery is unavailable, MAD.FRAG may contact the customer to discuss an alternative delivery arrangement.

14. Force Majeure

MAD.FRAG will not be responsible for delivery delays caused by circumstances outside our reasonable control, including:

• Natural disasters;
• Severe weather;
• Flooding;
• Political unrest;
• Strikes;
• Government restrictions;
• Transportation disruption;
• Major traffic disruption;
• Courier-system failures;
• Other exceptional circumstances.

15. Delivery Confirmation

An order may be considered delivered when the courier confirms successful delivery to the provided delivery address or authorized recipient.

Customers should notify MAD.FRAG promptly if an order is marked as delivered but has not been received.

16. Contact MAD.FRAG

For shipping and delivery questions, please contact: