Shipping Policy

Effective Date: [Month Day, 2026] Last Updated: [Month Day, 2026]

PLEASE READ THIS POLICY CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS AND LIMITS CLUSTER'S LIABILITY TO YOU. BY PLACING AN ORDER THROUGH THE SERVICES, YOU AGREE TO THE TERMS BELOW.

1. Cluster's Role in Shipping

Cluster LLC, doing business as Cluster ("Cluster," "we," "us," or "our"), operates solely as a marketing, sourcing, and support layer connecting U.S. buyers with independent Indian supplier brands ("Suppliers"). Cluster is not a carrier, freight forwarder, customs broker, importer of record, or exporter of any product, and Cluster never packs, holds, ships, or takes physical custody of any product at any point in the supply chain.

All shipping, packaging, customs clearance, and delivery of products purchased through the Services is arranged and performed solely by the Supplier, or by a carrier, freight forwarder, or customs broker engaged directly by the Supplier. This Shipping Policy explains what buyers should generally expect, and the limits of Cluster's own responsibility — it does not create any shipping obligation, guarantee, or warranty on Cluster's part beyond what is expressly stated here.

2. Order Processing

Processing times (the time between order placement and shipment) are set by each Supplier and may vary by product, order volume, and origin location in India. Typical processing times will be disclosed on the product listing or at checkout where available; where not disclosed, buyers should assume processing may take 7-15 business days given cross-border sourcing and consolidation, before an order ships. Cluster does not control, and is not responsible for, a Supplier's processing time.

3. Shipping Methods, Carriers, and Transit Times

Shipping method, carrier, and estimated transit time are determined by the Supplier and, where applicable, disclosed at checkout. Because shipments originate in India and are delivered to U.S. addresses, buyers should expect meaningfully longer transit times than typical domestic U.S. e-commerce — commonly 2–6 weeks depending on shipping method, customs processing, and destination, though actual timing may vary and is not guaranteed by Cluster or any Supplier. Any delivery date or transit estimate provided by Cluster, a Supplier, or a carrier is an estimate only and is not a guaranteed delivery date.

4. Customs, Duties, Taxes, and Import Compliance

International shipments from India to the United States may be subject to U.S. customs inspection, import duties, tariffs, taxes, and other governmental charges. Unless a Supplier's listing expressly states "duties included" or "delivered duty paid," the buyer is solely responsible for any customs duties, import taxes, brokerage fees, or related charges assessed on a shipment, whether collected by the carrier at delivery or otherwise.

Cluster works only with Suppliers that represent they hold the documentation, certifications, and authorizations required to sell into the U.S. market. Notwithstanding that representation, Cluster does not independently verify each individual shipment's customs compliance and is not responsible for delays, seizure, destruction, or return of goods by U.S. Customs and Border Protection or any other governmental authority, including for reasons related to food safety, labeling, agricultural restrictions, or prohibited/restricted goods. Buyers are responsible for confirming that a product may lawfully be imported for their intended use.

5. Risk of Loss and Title

Risk of loss and damage to a product passes from the Supplier to the buyer upon the carrier's acceptance of the shipment from the Supplier (i.e., FOB origin/shipping point), regardless of the shipping terms displayed at checkout, unless the Supplier's listing expressly states otherwise. Cluster bears no risk of loss at any point, as Cluster never takes possession, custody, or title to any product. Claims for loss or damage in transit should be directed to the Supplier and, where applicable, the carrier, in accordance with Section 7 of this Policy and Section 3 of Cluster's Returns & Refunds Policy.

6. Delays, Non-Delivery, and Force Majeure

Cluster is not responsible for shipping delays, non-delivery, or misdelivery caused by, including but not limited to: customs holds or inspections; carrier delays, strikes, or service interruptions; incorrect or incomplete address information provided by the buyer; weather, natural disaster, or other events beyond a Supplier's or carrier's reasonable control; or acts of government, including export or import restrictions (each, a "Force Majeure Event"). Estimated delivery windows are suspended, not guaranteed, during any Force Majeure Event.

If a shipment is delayed, lost in transit, or not delivered, the buyer should contact support@theclusterhub.com so Cluster can assist in coordinating with the Supplier and carrier; however, resolution (including any replacement or refund) remains at the Supplier's discretion and is governed by Cluster's Returns & Refunds Policy.

7. Damaged or Lost Shipments — Notice Requirement

Claims for shipments that arrive damaged, or that are confirmed lost or non-delivered by the carrier, must be submitted to support@theclusterhub.com within the timeframe set out in Cluster's Returns & Refunds Policy, with photographic evidence, tracking information, and order details. Claims submitted outside that window are permanently waived, except where a longer period is required by applicable law. Cluster will forward timely, substantiated claims to the Supplier, who retains sole discretion over any resulting replacement or refund.

8. Address Accuracy

Buyers are solely responsible for providing a complete and accurate shipping address at checkout. Cluster and Suppliers are not responsible for orders shipped to an incorrect or incomplete address provided by the buyer, and any reshipment, storage, or return-to-sender fees resulting from an address error are the buyer's responsibility.

9. Perishable and Temperature-Sensitive Goods

Certain food, FMCG, and packaged goods sourced from Suppliers may be perishable, temperature-sensitive, or otherwise subject to degradation during a multi-week international shipment. Buyers assume the risk of ordering such goods. Neither Cluster nor a Supplier guarantees the condition of perishable goods upon arrival except as expressly stated in the Supplier's own listing, and any related claims are handled exclusively under Section 3 of Cluster's Returns & Refunds Policy and Section 7 above.

10. Split Shipments and Backorders

Where an order includes products from multiple Suppliers, or a Supplier is temporarily out of stock, the order may be split into multiple shipments or partially delayed. Cluster does not guarantee that all items in a single order will ship together or arrive at the same time.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, CLUSTER'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO SHIPPING, DELIVERY, CUSTOMS, OR TRANSIT OF ANY ORDER SHALL NOT EXCEED THE LESSER OF (A) THE AMOUNT OF FEES CLUSTER ITSELF RETAINED FROM THE RELEVANT TRANSACTION, OR (B) ONE HUNDRED U.S. DOLLARS ($100). IN NO EVENT WILL CLUSTER BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, PUNITIVE, OR EXEMPLARY DAMAGES ARISING FROM A SHIPPING DELAY, LOSS, CUSTOMS SEIZURE, OR PRODUCT DEGRADATION, EVEN IF CLUSTER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. This section does not limit, and should be read together with, the disclaimers and limitation-of-liability provisions in Cluster's Terms of Service and Returns & Refunds Policy.

12. Indemnification

The buyer agrees to indemnify, defend, and hold harmless Cluster, its officers, employees, and agents from and against any claim, loss, liability, or expense (including reasonable attorneys' fees) arising from or related to the buyer's breach of this Policy, provision of an inaccurate shipping address, or attempt to import a product in violation of applicable law.

13. Governing Law

This Policy is governed by the laws of the State of Oklahoma, without regard to its conflict-of-law principles, without prejudice to any binding dispute-resolution or governing-law provision in Cluster's Terms of Service, which controls to the extent of any conflict.

14. Contact Us

For questions about shipping or an order in transit, contact:

Cluster LLC d/b/a Cluster Oklahoma City, Oklahoma, United States Email: support@theclusterhub.com Website: https://theclusterhub.com/