Below is a list of frequently asked questions regarding our processes, delivery timeframes and returns policy. If you still have questions, feel free to get in touch with us directly on 03 9611 3161. We take pride in the quality of products we deliver and aim to be the most sought after Indian Grocery Melbourne Store!
SHOPPING INFORMATION
Delivery charges for orders from the Online Shop?
Spend a minimum of $49 on our website to get free home delivery. For orders below $49, a delivery fee of $11 will be applicable.
How long will delivery take?
Melbourne & Metro Cities (467 Suburbs)
Our average turnaround rate is same day or next day delivery. Visit our Delivery Schedule for precise information based on your suburb in Victoria.
Other States (NSW, ACT, QLD, & NT) and VIC Country Suburbs
We use reliable, third party courier services. Deliveries average between 2-5 days, however some suburbs may take longer. Please contact us on 03 9611 3161 or via email for more information. Additional courier fees applies.
Can I choose the timeframe to get the delivery?
Due to Covid, we’re a bit on the pump and have limited flexibility. However we try to be very accommodating. You can give us a call on 03 9611 3161 or request a special date/time for delivery when you checkout your order. We then work with you to get your delivery at a time convenient to you.
What exactly happens after ordering?
We immediately receive your order in the backend. The order is passed on to our Warehouse picking & packing warriors while the logistics team schedules your delivery date. An email notification is sent to you once the delivery has been scheduled.
Do I receive an invoice for my order?
You sure do! Once you’ve successfully placed an order a soft copy of the invoice is emailed to you immediately. You also receive a hard copy of your invoice on your delivery.
What if I'm not at home when you deliver?
We send you a text message with a link to track the driver live 20 mins before your delivery is expected to arrive. However, if you’re not at home when we come to deliver, we treat it as an unattended delivery and leave it on your door front (or a secure place deemed by our drivers). If you’re ordering frozen or refrigerated items, it’s best to be at home when the goods arrive as their temperatures should be maintained for optimum quality.
Is there a cut-off time to order?
There are no cut-off time to order. You can order any day and any time. Your groceries are delivered to you within 1 to 3 days (Our average delivery time is next day). If you’re a delivery at a particular date or timeframe (e.g. Thursday, after 4pm) please add this to your notes on checkout and a sales rep will call you to work something out!
How do you treat frozen or refrigerated goods delivery?
Frozen or refrigerated goods are delivered in a coolbox to ensure the items are delivered at the optimum temperature. We take special care to ensure your items are delivered to you fresh!
Do you deliver to all suburbs in Melbourne?
We already cover most of the Melbourne suburbs and all of the Metropolitan suburbs. We don’t aim to stop there! To view the full list of the suburbs we deliver to, please click Delivery Areas in Melbourne.
Can I return a product?
We’re always here to help and ensure you’re looked after. If you have a change of mind or are unhappy with a product received, our customer service team is here to help. Please read our Returns Policy for more information.
GENERAL INFORMATION
When the order payment is taken of my bank account?
The payment that comes out from your credit card is controlled by your bank. Most payments tend to get deducted immediately.
What is wishlist?
There may be products that you would like to buy but need some time to purchase them. The Wishlist is a feature allows you to store products that you like at one place and move them to the shopping cart at a later stage. This helps you save time browsing on the site and adding it to cart again.
To utilize the full functionality of the Wishlist, it’s always best to create/login to your account with us. This helps us store your information and you will not lose them if you accidentally clear your browser history.
What should I do if I receive a damaged or wrong product?
We are here to help! If you’ve received an incorrect or damaged product, please get in touch. We will rectify our mistake as a matter of priority.
Can I change or cancel my order?
We can help with adding products to your order or cancelling you order. Simply give us a call on 03 9611 3161 between 9am – 5:30pm and a team member will help you out. Please note, these options are only valid for orders that have not been dispatched for delivery.
There would be no costs for cancelling an order prior to it being picked and packed. Any orders that have been picked but the delivery has not been dispatched incur a $15 cancelation fee. For orders that are cancelled once the delivery has left, a cancellation fee of $20 applies. Any frozen products ordered will not be refunded.
Can I track my delivery?
Yes you can! When the driver is 20 mins close from delivering your order a tracking link is smsed & emailed to you. You can track your delivery live from then onwards. This gives you a heads up on when to expect the delivery.
I live in an apartment, can I get my groceries delivered up to my apartment?
Our drivers are on a tight schedule with customers tracking them live. Unfortunately we do not deliver up to the apartment unless there is a medical condition. Please contact us on 03 9611 3161 should you need additional assistance.
What if I'm not available when the driver arrives?
To make things easy, an automatic text message is sent to your mobile phones 30 mins prior to receiving your delivery. This gives you a heads up and allows you to plan your chores accordingly. If you’re still not at home, on the date and time slot you’ve chosen, you could conder:
- Instructing our driver to leave it at a safe place in front of your home. Please note, we do not advise leaving frozen products unattended for a longer period of time.
- Asking a neighbour to receive your order on behalf of you
- Giving us a call on 03 9611 3161 to rearrange a delivery. A $10 redelivery fee is charged. For health reasons, any frozen/refrigerated products dispatched would need to be reissued and repaid for.
