01 Overview
PerPayGold allows you to convert your accumulated digital gold into physical gold — delivered safely to your doorstep. All physical gold dispatched is BIS-hallmarked, tamper-sealed, and fully insured during transit.
Physical delivery is available for customers who have completed full KYC verification and have a minimum eligible gold balance in their account. This policy describes the full delivery process, applicable charges, timelines, and customer responsibilities.
🏅
BIS Hallmarked
Coins and bars certified by Bureau of Indian Standards
📦
Tamper-Sealed
Individually sealed assay card packaging
🛡️
Insured Transit
Full market-value insurance during delivery
📍
Live Tracking
Real-time shipment tracking via app & SMS
02 Delivery Eligibility
To request physical delivery of gold, the following conditions must be met:
- KYC Verified: Your account must have completed full video KYC verification with a valid Aadhaar and PAN
- Minimum Gold Balance: You must hold a minimum of 0.5 grams of digital gold to be eligible to request delivery
- Verified Delivery Address: The delivery address must be registered and verified on your account — deliveries are not made to unregistered addresses
- Account in Good Standing: Your account must not be suspended, frozen, or under investigation at the time of the delivery request
- Available Product Size: Delivery is fulfilled in standard coin and bar denominations — you must hold sufficient gold to match one of the available product sizes (see Section 3)
Note: Any gold quantity requested for delivery will be locked from your digital balance immediately upon placing the delivery order and cannot be traded until the order is either dispatched or cancelled.
03 Available Products for Delivery
PerPayGold offers physical delivery in the following certified denominations:
| Product | Weight | Purity | Hallmark | Availability |
|---|---|---|---|---|
| Gold Coin | 0.5 g | 999.9 (24K) | ✓ BIS | In Stock |
| Gold Coin | 1 g | 999.9 (24K) | ✓ BIS | In Stock |
| Gold Coin | 2 g | 999.9 (24K) | ✓ BIS | In Stock |
| Gold Coin | 5 g | 999.9 (24K) | ✓ BIS | In Stock |
| Gold Bar | 10 g | 999.9 (24K) | ✓ BIS | In Stock |
| Gold Bar | 20 g | 999.9 (24K) | ✓ BIS | In Stock |
| Gold Bar | 50 g | 999.9 (24K) | ✓ BIS | On Request |
| Gold Bar | 100 g | 999.9 (24K) | ✓ BIS | On Request |
Custom denominations above 20 grams are fulfilled on request and may require an additional 2–3 business days for processing. Contact delivery@perpaygold.com for large-quantity orders.
04 Delivery Charges
The following delivery charges apply based on order value and product type:
| Order Value | Delivery Charge | Remarks |
|---|---|---|
| Below ₹5,000 | ₹199 | Standard delivery, insured |
| ₹5,000 – ₹25,000 | ₹99 | Standard delivery, insured |
| ₹25,001 – ₹1,00,000 | ₹49 | Priority delivery, insured |
| Above ₹1,00,000 | Free | Priority delivery, insured, signature required |
| Re-delivery Attempt | ₹99 | Charged if first delivery failed due to customer absence |
GST Applicable: Delivery charges are subject to 18% GST as applicable. The total charge including GST will be displayed clearly before you confirm your delivery order.
05 Delivery Timelines
Once a delivery order is placed and payment of applicable charges is confirmed, the following timelines apply:
Day 0 — Order Placed
Delivery order confirmed, gold balance locked, charges collected. You receive an order confirmation on your registered email and SMS.
Day 1–2 — Processing & Packaging
Gold coin or bar is retrieved from the vault, verified for weight and purity, and packed in tamper-evident sealed assay card packaging.
Day 2–3 — Dispatch
Shipment handed over to our logistics partner. Tracking ID shared via app notification, email, and SMS.
Day 5–7 — Delivery
Physical gold delivered to your registered address. Signature mandatory upon receipt. Delivery attempted between 10 AM – 6 PM on business days.
Remote locations: For deliveries to Tier-3 cities, hilly areas, or northeastern states, an additional 2–4 business days may be required. You will be notified of the revised timeline at the time of order confirmation.
Excluding holidays: Timelines are in business days (Monday–Saturday, excluding public holidays). Orders placed after 2 PM IST will be processed the following business day.
06 Packaging & Security
Every physical gold shipment from PerPayGold is prepared to the highest security standards:
🔒
Tamper-Evident Assay Card
Each coin or bar is sealed in a certified assay card with a unique serial number. Any attempt to open the seal leaves a visible mark, making tampering immediately detectable.
✓ Sealed at Vault
📦
Secondary Secure Packaging
The sealed assay card is placed inside a discreet, non-branded secondary box. The outer packaging gives no indication of the contents to minimise theft risk during transit.
✓ Discreet Outer Box
🛡️
Full Transit Insurance
The shipment is insured for 100% of the gold's current market value from the moment it leaves our vault until it is signed for by the recipient.
✓ Market-Value Cover
✍️
Mandatory Signature on Delivery
All deliveries require a signature from the account holder or an authorised adult at the registered address. Proof of delivery is archived electronically.
✓ POD Archived
07 Order Tracking
You can track the status of your delivery order through the following channels:
- In-App Tracking: Go to "My Orders → Active Deliveries" in the PerPayGold app to see real-time shipment status and estimated delivery date
- SMS & Email Alerts: Automated notifications are sent at each stage — order confirmed, dispatched, out for delivery, and delivered
- Courier Tracking: A tracking ID from our logistics partner will be shared via email and SMS at the time of dispatch. You can track directly on the courier's website
- Customer Support: For any tracking queries, contact our support team with your Order ID at delivery@perpaygold.com
Tracking delay: Tracking information may take up to 6 hours to reflect after dispatch. If your tracking link shows no movement for more than 48 hours after dispatch, please contact us immediately.
08 Delivery Attempt & Re-delivery
Our logistics partner will make up to two delivery attempts at your registered address:
- First Attempt: Delivery is attempted on the scheduled delivery date. If no one is available to receive and sign, a delivery-attempt notice will be left
- Second Attempt: A re-delivery will be scheduled within 2 business days. A re-delivery charge of ₹99 (+ GST) is applicable if the first attempt failed due to the recipient's absence
- After Two Failed Attempts: If both delivery attempts are unsuccessful, the shipment will be held at the logistics hub for 5 business days. You must arrange pickup or request re-dispatch within this period
- Return to Vault: If the shipment is not claimed within 5 business days of the second failed attempt, it will be returned to our vault. Your digital gold balance will be restored, and re-delivery charges and the original delivery charge are non-refundable
Ensure availability: Please ensure someone is available at the delivery address on the scheduled date. You will receive a "Out for Delivery" SMS on the morning of the delivery day.
09 Damaged or Incorrect Delivery
In the rare event that your delivery arrives damaged or contains an incorrect item, please follow these steps immediately:
1
Do not accept a damaged shipment
If the outer packaging or tamper-evident seal is visibly broken at the time of delivery, refuse to accept the shipment. Inform the delivery agent and note the refusal on their device.
2
Photograph the packaging
If you have already accepted the delivery and only notice damage after opening, immediately photograph the outer box, inner assay card, and the gold item before doing anything else.
3
Report within 24 hours
Email delivery@perpaygold.com with your Order ID, photos, and a description of the damage or discrepancy within 24 hours of receipt. Reports raised after this window may not be eligible for a replacement.
4
Resolution offered
Upon verification of your claim, PerPayGold will offer either a replacement shipment or a full refund to your PerPayGold wallet — at your choice — within 5 business days.
| Issue Type | Eligible? | Resolution |
|---|---|---|
| Damaged packaging, gold intact | ✓ Yes | Replacement or refund offered |
| Tamper-evident seal broken | ✓ Yes | Replacement dispatched after investigation |
| Incorrect weight or denomination | ✓ Yes | Correct item dispatched or balance adjusted |
| Damage reported after 24 hours | ~ Conditional | Subject to review on case-by-case basis |
| Damage caused after delivery | ✗ No | Not covered — post-delivery handling is customer's responsibility |
10 Non-Deliverable Locations
PerPayGold currently delivers to most pin codes across India. However, deliveries may not be possible in the following cases:
- Areas classified as conflict zones or under active Section 144 / curfew orders
- Pin codes not serviceable by our logistics partner's network at the time of order
- P.O. Box addresses — delivery is only to physical residential or business addresses
- Addresses outside the Republic of India — international delivery is not available at this time
- Military/defence cantonment areas where civilian courier services are restricted
Check serviceability: You can verify whether your pin code is serviceable before placing an order by entering it in the "Delivery" section of the PerPayGold app. If your area is not currently serviceable, you may choose to hold your gold digitally until delivery becomes available.
11 Cancellation of Delivery Order
You may cancel a delivery order under the following conditions:
- Before Dispatch: A delivery order can be cancelled free of charge if it has not yet been dispatched from the vault. Your locked gold balance will be restored immediately and any delivery charges paid will be refunded within 5–7 business days
- After Dispatch: Cancellation is not possible once the shipment has been dispatched. You may refuse the delivery at the door — the item will be returned to our vault and your digital gold balance restored after receipt and verification (7–10 business days). Delivery charges are non-refundable in this case
- How to Cancel: Go to "My Orders → Active Deliveries" in the app and tap "Cancel Order". Alternatively, email delivery@perpaygold.com with your Order ID
Important: The gold market rate at the time of digital balance restoration may differ from the rate at the time of the original delivery order. PerPayGold restores the exact gold quantity (in grams) — not the rupee value — to your account.
12 Contact Us
For any queries related to your delivery order, tracking, or issues with received gold, please reach out through the following channels:
📧 Delivery Support
delivery@perpaygold.com
📦 Damaged / Incorrect Orders
delivery@perpaygold.com
Subject: DAMAGE – [Order ID]
📞 Helpline
1800-XXX-XXXX
Mon–Sat, 9:00 AM – 6:00 PM
💬 In-App Support
Available 24/7 via the Help section in the PerPayGold app
When contacting us, please have ready: Your registered mobile number, Order ID, tracking number (if available), and a brief description of your issue. For damage claims, attach clear photographs of the packaging and the gold item received.