If you have a question that is not addressed below, please contact us at firstname.lastname@example.org or +91-97467 12728 between 9:00 AM and 5:00 PM (IST), Monday to Friday.
REGISTRATION & ACCOUNTS
Do I have to register?
Yes. In order to offer you the smoothest user-experience, we require a simple registration. Go to our home page, click on the profile icon and select ‘Create Account’.
How do I register? And, is registration free?
You may register by going to the home page and clicking on the profile icon and selecting ‘Create Account’. It is entirely free of cost. There is no fee associated with registration!
Can I add more than one delivery address in an account?
Each email ID and phone number can only be linked with one account. However, you can certainly add as many delivery addresses as you’d like to one account.
Can I have different products delivered to different addresses from the same account?
Yes, you can place separate orders for each product (or set of products) that needs to be shipped to a different address linked to your account.
What do I do if I forget my password?
Please click on the “forgot password?” option on the login page to reset your password
Where all do you deliver?
At the moment, we deliver anywhere in India. We’ll be shipping internationally very soon.
Do you have any on-ground stores, too?
At the moment, our products are only available online.
How long will it take for me to receive my order?
We strive to send you your orders as soon as possible. Typically, orders are delivered within 5 – 7 days (without accounting for holidays). With the priority shipment option, orders may be delivered in 2-3 days (without accounting for holidays).
However, sometimes on-ground logistics takes time. When we process your order, we’ll provide an approximate number of days it’ll take for your order to be delivered based on your location.
How are your products produced, packaged and weighed?
Our products are sourced directly from farmers or from producing regions in India and around the world. We ensure the quality and authenticity of the products that we procure and package.
Our packaging ensures that our products have the shelf life mentioned on the label.
Our products are weighed during packaging and are labeled appropriately.
How are deliveries/shipments handled? And, will someone inform me if there is a delay?
Our on-ground logistics are managed by our delivery partner/s. Unfortunately, at the moment, we don’t have our own delivery network.
If your shipment is delayed beyond 10 days, please get in touch with us at email@example.com or +91 97467 12728. We’ll do our best to track down your order and get it to you as soon as possible.
What is the shipping fee I will have to pay?
Shipping fees are specified based on your location when you place an order with us. We do our best to minimize shipping costs so you can experience our products happily.
Do you offer priority/same-day/expedited shipping?
We do offer priority/expedited shipping. However, same-day deliveries are not feasible in most cases because all our shipments are made from Kochi, Kerala.
If you have any urgent requirements, get in touch with us at firstname.lastname@example.org or +91 97467 12728. We’ll do our best to accommodate your request.
Is there an option to send a product as a gift to someone, without the pricing mentioned?
Yes, absolutely! We love sending gifts to people on your behalf. Just mention it in the notes (along with the order) or send us an email at email@example.com or give us a call at +91 97467 12728 and we’ll take care of the rest.
If I am unavailable when you deliver merchandise, what happens?
We don’t handle our shipment logistics ourselves. We work with delivery partner/s to enable our shipments.
Typically, our delivery partners have standard policies they follow when a customer is unavailable. In most cases, they’ll try to deliver the package a second time at a time that is convenient for you.
If you have any delivery related difficulties, please contact us at firstname.lastname@example.org or +91 97467 12728.
Will I be able to change my delivery address after placing an order?
If you would like to change the delivery address after placing an order, please contact our Customer Service team at email@example.com or +91 97467 12728 within four (4) hours of placing the order.
Will I be able to add / remove products after placing my order?
Yes, we give you the option to cancel an order at any point prior to shipment. However, once shipped or delivered, we don’t accept returns.
If we see two separate orders coming through from the same customer (to the same address), we’ll do our best to consolidate the shipments (after confirming the same with the customer).
Is it possible to order an item that is listed as out of stock?
Unfortunately, if a product is marked as out of stock, you won’t be able to place an order for that product. However, if you add it to your account’s wish list, we’ll send you a notification when the product becomes available again.
How do I track the status of my order & shipment?
Since we use multiple delivery partners, when we ship the order, we’ll send you an email with the details you’ll need to track the shipment.
What are the modes of payment?
We help you pay for your order via Debit Card, Credit Card, Net Banking via RazorPay, PayTM or PayPal.
Unfortunately, our delivery partners don’t support cash on delivery at the moment.
In addition to the price shown, are there other charges or taxes that are applicable? Is VAT or GST applicable?
No, all our prices are inclusive of all applicable taxes. We aim to be fully transparent with our product pricing and any additional shipping fees included.
If I pay by credit card, and an item(s) is not delivered, how do I get the amount back?
If you have paid for products online which have not been delivered by us, the balance amount will be refunded to your account as store credit that you can use toward your next purchase. If you would like the amount to be credited to your bank account, please contact our customer support team and we will do the needful.
What happens to money deducted from my net banking / card in the event of an unsuccessful order?
Typically, if a transaction fails, money is not debited from your bank account. However, if money is debited on a failed transaction is credited back into your account within 7 – 10 of days. The specific time it takes varies from bank to bank – please contact your bank for further clarifications.
I have a promo code – When does it expire?
If we’ve sent you a Promo Code via email, the expiry date will be mentioned in the same email. If you found a Promo Code elsewhere, while placing your order, you’ll need to try to check if it is still valid.
How do I unsubscribe from promotional emails?
All our emails and newsletters have an ‘Unsubscribe’ button or link. You can use these to select your email preferences.
REFUNDS & CANCELLATIONS
How can I cancel an order? And, is there any penalty fee if I cancel an order?
Please contact our customer service team firstname.lastname@example.org or +91 97467 12728 within four (4) hours of placing the order to cancel an order PRIOR to shipment.
Typically, we don’t charge a penalty.
What is your refund policy?
Most of our products are pure, healthy and wholesome foods. We don’t provide refunds on food products.
What steps can I take if an order I receive is defective?
If you find that the order you received contains the wrong item or a defective item or was damaged in transit, please reach out to us at email@example.com or +91 97467 12728. We’ll do our best to rectify the issue.
How will I receive my money back in the event of a cancellation or return of defective product?
We’ll do our best to work with the payment gateway to return the money back to your bank within 7 – 10 days. If you don’t receive your money within the specified period, please reach out to us at firstname.lastname@example.org or +91 97467 12728.
Worst case, you’ll receive store credit which you can use to make your next purchase with us.
SAFETY & PRIVACY
Is it safe to use my credit / debit card / net banking on Thottam Farm Fresh?
Yes, absolutely! The privacy and the safety of your banking information is of utmost importance to us. We’ve taken precautions to ensure that your data and privacy is fully protected. You can confidently use your card/net banking facility on the Thottam Farm Fresh portal. Like with all other online transactions, an authentication passcode will be required from your end when making any payment online.
Is my personal information secure?
If my card has been compromised while paying online, what happens?
As a general policy, Thottam Farm Fresh does not collect or store your banking or card information. Our payment gateway partners interact directly with your bank (or debit/credit card supplier) to facilitate any payments made to Thottam Farm Fresh.