Thank you for choosing Hop, Step, Jump. We aim to ensure that your book reaches you safely, securely, and within the expected delivery timeline.
1. Order Processing
Orders are generally processed within 2–5 business days after successful confirmation of the order and payment.
Orders placed on weekends or public holidays may be processed on the next working day.
Once your order has been dispatched, you may receive shipping or tracking details, where applicable.
2. Shipping & Delivery
We endeavour to deliver orders within the estimated delivery timeline communicated at the time of purchase.
Delivery timelines may vary depending on the delivery location, courier availability, weather conditions, public holidays, logistical disruptions, or other circumstances beyond our reasonable control.
While we make reasonable efforts to ensure timely delivery, we cannot guarantee delivery on a specific date or time.
If you do not receive your order within the expected delivery period, please contact us with your order details so that we can assist you.
3. Shipping Charges
Applicable shipping charges, if any, will be displayed during the ordering or checkout process.
Shipping charges may vary depending on the delivery location, order value, quantity, shipping method, or other applicable factors.
4. Delivery Address
Customers are responsible for providing a complete and accurate delivery address, including the recipient's name, contact number, PIN code, and any other information required for successful delivery.
We will not be responsible for delays, failed deliveries, or additional charges resulting from an incorrect, incomplete, or inaccessible delivery address provided by the customer.
If an order is returned to us because of an incorrect address, repeated delivery failure, refusal to accept the package, or the recipient being unavailable, any re-shipping may be subject to additional shipping charges.
5. Damaged or Defective Book
We take reasonable care to ensure that books are packed appropriately before dispatch.
If you receive a book that is physically damaged, defective, or materially different from the product ordered, please contact us within 48 hours of delivery.
For faster resolution, please provide:
Your order number
Photographs of the package and the damaged/defective book
A brief description of the issue
Any other information reasonably required to verify the claim
Customers are advised to retain the original packaging until the issue has been resolved.
After verification, we may, at our discretion and subject to availability, arrange a replacement or provide another appropriate resolution.
6. Returns
Returns are accepted only in cases where the product is received in a damaged, defective, or incorrect condition, subject to verification.
A return request must be raised within 48 hours of delivery.
Books that have been used, marked, written in, torn, damaged after delivery, or otherwise altered by the customer may not be eligible for return or replacement.
Change of mind, personal preference, incorrect selection of edition, or ordering the wrong product may not qualify for a return or replacement.
7. Cancellation
An order cancellation request may be accepted if the order has not yet been dispatched.
Once an order has been dispatched, cancellation may not be possible.
If a cancellation is accepted and a refund is applicable, the refund will generally be processed through the original payment method, subject to applicable payment-processing timelines.
8. Refunds
Where a refund is approved, the applicable amount will generally be refunded through the original payment method used for the transaction.
The time taken for the refund to reflect in the customer's account may depend on the payment gateway, bank, card issuer, or other financial institution.
Shipping charges, where applicable, may not be refundable unless the return is due to an error on our part or a damaged/defective product.
9. Unforeseen Circumstances
Delivery and fulfilment may occasionally be affected by circumstances beyond our reasonable control, including natural disasters, extreme weather, strikes, transportation disruptions, government restrictions, technical failures, or other unforeseen events.
In such circumstances, we will make reasonable efforts to assist the customer and facilitate delivery or an appropriate resolution.
10. Third-Party Marketplaces
If Hop, Step, Jump is purchased through a third-party marketplace or online retailer, the shipment, cancellation, return, replacement, and refund may be governed by the policies of that respective platform.
In such cases, customers should follow the return or refund procedure provided by the platform from which the book was purchased.
11. Contact Us
For any shipment, delivery, return, replacement, or refund-related query, please contact us through the Customer Support / Contact Us section of this website.
Please include your order number and registered contact details when contacting us so that we can assist you efficiently.
Last Updated: September 2026