📦 Point Mall — Delivery & Shipping Policy

1. Delivery Coverage

Point Mall rewards are available for delivery across the following areas in Nepal:

🚚 2. Delivery Time

Estimated delivery time after the reward redemption has been successfully verified:

Delivery time is an estimated timeframe and not a guaranteed delivery date.

Delays may occur due to:

• Bad weather
• Flooding
• Landslides
• Road closures
• Transportation disruptions
• Public holidays
• Courier capacity
• Remote-area accessibility

⛈️ 3. Flood & Natural Disaster Areas

For areas affected by floods, landslides or road closures, particularly:

• Nuwakot
• Rasuwa
• Dhading

delivery may be temporarily delayed or suspended when the courier cannot safely access the destination.

In such circumstances:

• The Point Mall team may temporarily hold the reward shipment until the delivery route becomes accessible and safe.
• Players will be informed when there is a significant delay.
• The company is not responsible for delays caused by circumstances beyond its reasonable control, including natural disasters, road closures, extreme weather or transportation disruptions.

🎁 4. Reward Processing

After a player redeems a prize:

• Step 1 — Redemption: Player confirms the reward through Point Mall.
• Step 2 — Verification: The Point Mall team verifies:
  • Player account
  • Reward eligibility
  • Available points
  • Delivery information
• Step 3 — Order Confirmation: The player receives confirmation that the reward has been approved.
• Step 4 — Processing: The reward is prepared and handed over to the delivery partner.
• Step 5 — Delivery: The courier delivers the reward to the registered delivery address.

📍 5. Delivery Address

Players must provide accurate:

• Full name
• Mobile number
• Province
• District
• City / Municipality
• Ward number
• Street / Area
• Landmark
• Complete delivery address

The Point Mall team may contact the player if additional information is required.

Players are responsible for ensuring that the delivery information is correct.

If incorrect information causes a failed delivery, additional delivery arrangements may be required.

📞 6. Delivery Contact

The courier may contact the player by phone before or during delivery.

Players should keep their registered mobile number available until the reward has been successfully delivered.

If the player cannot be reached after reasonable delivery attempts, the parcel may be returned to the Point Mall fulfilment centre.

💰 7. Delivery Fee

For eligible Point Mall rewards:

🎁 Delivery is FREE for supported delivery locations.

For locations outside the standard courier network or requiring special transportation, the Point Mall team may contact the player before dispatch to confirm whether additional delivery arrangements are possible.

📦 8. Receiving the Package

Players should check the package when receiving it.

For high-value prizes, such as:

• 📱 iPhone
• 💻 MacBook
• 🎮 PlayStation 5 Pro
• 🏍️ KTM RC200
• 📺 Smart TV
• 🥇 Gold
• ✈️ Travel package

the Point Mall team may require additional verification before releasing the reward.

For high-value physical items, we recommend:

Players record a continuous unboxing video from the moment the sealed package is received.

This helps resolve disputes involving missing or damaged items.

⚠️ 9. Damaged Package

If the package appears to be seriously damaged at the time of delivery:

Please take photographs/videos before opening the package and contact Point Mall Customer Support as soon as possible.

Claims may require:

• Order number
• Photos of the package
• Photos/videos of the product
• Unboxing video
• Delivery information

Claims submitted without sufficient evidence may be subject to additional verification.

🔄 10. Failed Delivery

If delivery fails because:

• Player provided an incorrect address
• Player provided an incorrect phone number
• Player could not be contacted
• Player refused the delivery
• Player was unavailable after multiple attempts

the reward may be returned to the fulfilment centre.

The Point Mall team will contact the player regarding the next delivery arrangement.

🏆 11. High-Value Prize Delivery

For prizes above a certain value, the company may use a special delivery process.

Recommended threshold: NPR 50,000+

Examples:

• iPhone
• MacBook
• Premium TV
• PlayStation 5 Pro
• Gold
• KTM RC200

The company may require:

• Account verification
• Identity verification
• Confirmation of delivery address
• Phone verification
• Signature upon delivery
• OTP / delivery confirmation

For extremely high-value rewards such as KTM RC200, delivery may be arranged through an authorized dealer or designated collection point rather than normal courier delivery.

✈️ 12. Travel Rewards

For prizes such as: Exclusive 4D3N Bali Trip

the reward will not be delivered physically.

The player will receive the relevant travel confirmation/instructions after eligibility and identity verification.

Travel rewards may be subject to:

• Passport requirements
• Visa requirements
• Travel dates
• Airline availability
• Hotel availability
• Terms and conditions of the travel package

Any conditions specific to the travel package will be communicated before booking.

🔀 13. Reward Availability

All Point Mall rewards are subject to availability.

If a specific model, colour or product becomes unavailable, Point Mall may replace it with:

An equivalent or higher-value product, subject to availability.

📝 14. Important Final Clause

Point Mall reserves the right to temporarily suspend delivery to locations where delivery services are unavailable or unsafe due to floods, landslides, road closures, natural disasters or other circumstances beyond the company’s reasonable control.

Delivery times are estimates and may vary depending on location, courier availability, weather and road conditions.

By redeeming a reward, the player confirms that they have read, understood and agreed to the delivery and shipping policy.