• +91 844 844 8994
  • care@frugivore.in

FAQ

Order

Delivery slot is your preferred time slot which you chose at the time of ordering, during which you can expect the order to be delivered

Yes, you can modify it, till the order status is “under processing”. Once an order is processed, then the delivery slot can not be modified, but you can cancel the order – till the time the order is “out for delivery”

The delivery slot is visible as a drop down selection on the checkout page of the cart.

You can cancel an order, till the order status changes to “out for delivery”. Once the order is out for delivery it cant be cancelled due to perishable nature of product. In case of an urgent request, you can call us on customer care number.

You can modify (add or remove any number of items) the order at any time till it is “processed”. After an order is processed and you need to add more items, you can place a new order for those new items. If you need to remove some items after the order is “processed”, you can cancel the whole order and place a new order for your chosen items. Please note the cancellation is only possible till the order is “out-for-delivery”.

We provide the facility of “notify when available”. For a product which is out-of-stock currently, you can request to be notified as soon as it is available. You will receive an SMS and an email when the product is replenished in stock, so that you can place order.

You can visit the “my orders” page of “my account” section on the website. You can see the status of order(s) by clicking on the relevant order(s)

Every order which is successfully placed on website will be checked by our team for availability of the items requested and the availability of items will be checked at that stage. In certain unforeseen circumstances, it is possible that certain items from your order are not available for delivery. In that situation, our executive will call you to inform about the same and we will provide you with the option to cancel the order or deliver it without the items which are unavailable.

Refund

You will get you money back via i) Credit to your “My Wallet” account, or ii) the same mode with which you paid and to the source of payment, based on your preference. If you paid via cash on delivery, we will refund it to your “My Wallet” section.

The credit to your My Wallet balance will be done on the same business day. If you have opted for the refund of balance to the source of original payment, it is processed within 2 working days of cancellation from our end. However, it may take one or two days longer to reflect in your account statement depending upon your bank.

Our intention is to serve you with quality products. Hence, we have a "no questions asked return and refund policy" which enables all our customers to return the products if due to some reason they are not satisfied with the quality or freshness of the product. We will accept the returns and refund the full value of the returned products which, at your option, will be credited to i) your My wallet balance, or ii)the source of payment. You are welcome to reject any product in which you find any quality issue at the time of delivery. The delivery person with take back the goods for which you don’t accept delivery due to any quality issue. If you notice the deficiency in a product after the delivery, you can let us know (within the time frame mentioned below) by calling on customer care or highlight it by sending a complaint/suggestion against the specific order on “my orders” page in “my accounts section, and we will get it collected back and process the refund/credit to My Wallet. Return Policy Time Limits: Product Category Returns policy Processed food Please initiate return within 48 hours of delivery Bread Returns only at point of delivery Dairy Returns only at point of delivery Fruits & Vegetables Returns only at point of delivery If you face a situation where you have a good reason to return the product after the time limits mentioned above, please contact us and we will try to resolve your issue satisfactorily.

We will replace it for you or refund the amount to your My Wallet if the replacement is not available. Please let us know within the timeline mentioned above.

You will appreciate that in such cases it becomes very difficult to ascertain if the product was delivered to you in a defective state or it deteriorated after delivery (due to non-observance of storage conditions – as an example). However, if you could not review the quality at the time of product delivery due to an exceptional situation and you truly believe that a sub-standard product has been delivered to you, we will consider your request in good faith – please reach out to customer care and we will assist you.

Payment

You can pay for your order on Frugivore.in using the following modes of payments. a. Cash on delivery (active in select locations – please check the COD for your location at the time of placing order) b. Credit and debit cards (VISA / Mastercard/Amex/Diners) c.Net Banking d.Cash wallets e. UPI

“My Wallet” is an online account associated with the user’s “My Account” section on the website that allows them to have a pre-paid credit amount. You can use this prepaid account credit to shop multiple times without having to pay each time. Following are the means to obtain sums in your “My Wallet”: i) you can add money using any of the payment means available on our website (except EMI and Cash-on-Delivery)and top-up your balance, ii) you can receive referral credits, iii) you can receive refund or cancellation credits from cancelled orders, iv) you can receive bonus points, at our discretion, depending on your purchases on the Frugivore website and based on our internal criteria.

There might be delivery fees associated with your location, which will be shown in the order review page before you confirm the order. GST, applicable as per government regulations, is included in the MRP shown to you on website.

Yes it is absolutely safe to use your card on Frugivore.in. Our payment gateway is managed by CC Avenues which uses a 256 bit encrypted system to manage the payment system. We do not store or record any of your credit/debit card data on Frugivore’s website.

Cash on delivery means that you can pay for your order at the time of order delivery at your doorstep. It is available in selected locations.

If we are not able to deliver all the products in your order and you have already paid for them online, the balance amount will be refunded to either: i) to your “My wallet” credit balance, or ii) the source of payment within 7 working days.

In rare instances, due to networking errors, it can happen that a payment card is deducted while the payment does not go through. Please wait for some time. Normally, the amount gets credited back to your card within a few minutes. If that does not happen, please contact us with the details of the issue and we will help you. Please rest assured, we will not retain your payment for which the order has not been placed or is not fulfilled.

Delivery

Once you are done selecting your products and click on checkout you will be prompted to select “date”and“delivery slot”. Your order will be delivered to you on the date and slot selected by you. If we are unable to deliver the order during the specified time duration (this can sometimes happen due to unforeseen situations) we will contact you to update you of the situation and take your approval before attempting delivery on a different date or a different time slot.

We have a dedicated team of delivery boys who will deliver your order to your doorstep.

You can change your delivery info (your contact number or address) before the order status is “out for delivery”. You can visit “My orders” page in the “My account” section and click on the order for which you want to edit these details. If the status has not changed to “Out-for-delivery” yet, you can change the details.

Delivery is free for order size > INR 999.00 Deliver chargesfor order size < INR 999.00 are shown on the order confirmation page before payments are made, those may vary from Rs 40 to Rs 83 depending on your location.

You can check this detail by entering your area or pin code of delivery on “Location” section on the homepage of the website. Alternatively, you will be able to check this detail at the time of order checkout when you enter the address.

We will attempt to contact you in case of delay and take your approval before attempting a late or a changed delivery. You will also have option to cancel such an order and get full refund.

The minimum order size on our website is Rs 399.0. We don’t accept orders below this amount.

We are currently not accepting same day orders, but we hope to add that capability soon. You can check our “delivery slots available” link on home page to see when is the earliest delivery possible.

Yes, the available delivery date/delivery slot, shows the earliest delivery date/delivery slot that you can choose assuming the product being ordered is available. But for certain products which have limited availability or which we source from third party to fulfill your order,the delivery time can be longer. If you add any of those products to the cart, the earliest available “delivery date/delivery slot” might not change automatically but we will inform you before processing your order via a phone call or message.

My Account

My Account is your personal section after you log-in on Frugivore.in. My Account allows you to track your active orders, manage delivery details as well as see your order history and update your personal details.

You need to click on “forgot password” link and then enter either your registered email address or registered mobile number. If you enter registered email, an email with a reset password link will be sent to your email address – you can click on that link and reset your password when prompted to do so. Alternatively, if you enter registered phone number, an OTP will be sent to your phone and you can enter that OTP to reset your password. In case of any further issues please contact our customer care on the contact details provided in “Contact Us” section.

Yes, you can save multiple delivery addresses in your Frugivore account. However, remember that all items placed in a single order can only be delivered to one address. If you want different products delivered to different address you need to place them as separate orders.

You can change your email using “change email” link in My Profile section of My Account. But mobile number is used to uniquely identify the customer which can not be changed. If you want to use a new mobile number, you will have to create a new account with new number. But if you don’t want to create new account you can add alternate phone number in the same account.

Please check if you have verified your email by clicking on “Verify email” link in My profile section. Also, please check the spam section of your email account. Sometimes the web administrator of your email might inadvertently classify some emails as spam You will have to mark the emails from Frugivore as “Not Spam”.

Others

Yes, you can find our products in most of the premium modern retails stores across NCR such as Le Marche, More, Big Bazaar, Easy Day, Spencer’s etc.

Yes, you are welcome. If your order size is > Rs 10,000 for a single order, you can contact us via bulk order page on our website and we are happy to provide you additional discounts.

You can contact us via any of the modes – phone, email, enquiry form in our contact us section.

We operate in a ISO 22000:2018 certified facility so we give due attention to hygiene and quality. The items are sorted graded on stainless steel surfaces and packaged in various packagings. All our packagings are food grade certified.

The items ordered by you are weighed to ensure that we are compliant with all metrology (weights and measures standards). In all our packaging, the label will contain information about the net weight or net quantity of the item. Where the items are not packed, those are weighed and measured before dispatch to ensure they are same as ordered by you.

You can email us on care@frugivore.in or call us on the number provided under the “contact us” section of our website. Alternatively, you can contact us by filling the suggestions/complaints form in “my account” section of the website. You can also provide specific feedback against any order by “provide feedback” link and in the comments mention that you would like to be contacted for discussing the issue and we will call you back.

You can call us between 08:00 am to 08:00 pm.

Once an order is delivered, you will receive an sms with a link to provide feedback. You can rate your order and provide comments by clicking on the link. You can also provide feedback by going to “my orders” page in “my account” section and clicking on the “feedback” button.

Cancellation

You can cancel an order, till the order status changes to “out-for-delivery”. Once the order is out-for-delivery it can’t be cancelled due to perishable nature of product. In case of an urgent request, you can call us on customer care number in “contact us” section.

If you cancel an order before the status changes to “out-for-delivery”, no cancellation fee is charged. If due to any unforeseen circumstance you have to cancel after the order is “out-for-delivery”, please call us on customer care and we will assist you. However, if you are not available or reachable at the time of delivery, and the order remains undelivered due to no takers for the delivery, a cancellation charge shall apply. The amount of cancellation charges shall be equal to amount of the fresh products in your order (which are spoiled as a result of non-delivery and hence a direct loss to us). If a non-delivery occurs due to delivery person’s mistake or any other error on our part, we will cancel the order and provide you with full refund.

General

Frugivore is Delhi’s premium and highest quality fresh foods company which enables you to buy online: grocery, bakery, fruits & vegetables and other daily need products.

Our range of products includes fresh fruits and vegetables, dry fruits, mushrooms, dairy, bakery, cereals, herbs, spices and other grocery products.You will find our exotic and super-exotic selection especially delightful.You can choose from a list of over 1,000 products which are being expanded regularly based on customer feedback and popularity.

Frugivore currently operates in Delhi, Gurgaon, Noida and Ghaziabad(including Kaushambi, Indirapuram and Vaishali). Soon we will be in other NCR areas too (Faridabad, Bahadurgarh and Sonepat).

We deliver in most localities across the cities we are present in. You can type your area or your pincode in homepage location section to check if we deliver in your area.

It’s a simple process - click on the "Login/Signup" link on the homepage, provide us some basic information – your name, email and phone number, choose a password, review the terms & conditions and press submit.After verifying your phone number (using OTP) and you are registered and ready to shop.

No. Registration on Frugivore.in is absolutely free. You may kindly read our user terms &conditions to know the other details.

You can surf and add products to the cart without registration but only registered shoppers will be able to checkout and place orders. Registered members have to be logged in at the time of checking out the cart, they will be prompted to do so if they are not logged in.

Each email address and contact phone number can only be associated with one Frugivore account.

Yes, you can add multiple delivery addresses in your Frugivore account. However, please note that all items placed in a single order can only be delivered to one address. If you want different products delivered to different address you need to place them as separate orders.

Each email address and phone number can be associated with one Frugivore account only.

Yes, you can place orders for multiple cities. However, please note we currently deliver in NCR only (Delhi, Gurgaon, Noida and Ghaziabad)

Returns

Please rest assured, we will provide you with full refund for those items which you return or reject due to quality issue.

Refer & Earn

1. Login to your Frugivore account 2. On Website - Click on ‘My Account’ (top right) and you will find ‘Refer & Earn’ under ‘My Account’ Menu. On Mobile Site – Click on the Sidebar menu (top left) and go to ‘Refer & Earn’. 3. Click on the invite your friends link using either Email, Whatsapp or SMS - type your full name and press send (the message to your friend will include your name to make it easier for him to identify and respond to the message). 4. Your friend receives a link via a message (either SMS, email or Whatsapp – depending on the link you sent), opens the link and successfully registers on Frugivore.in using unique referral code. Please note this link will remain active for 30 days from the time of generation. If it is not clicked during those thirty (30) days, it will expire 5. After registering using the link send by you (with the unique referral code mentioned), on successful ordering and delivery of first order by your friend, you and your friend earn a wallet credit worth Rs.100. Please note: If the friend registers without using on the link sent by you, then the referral credit will not be activated.

Open the message. Click on the link. A sign-up window will open. Register using this window. (Please note this link will remain active for 30 days from the time of generation. If it is not clicked during those thirty (30) days, it will expire) Complete your first order (minimum order size on our website is Rs 499.0). Once your order is successfully delivered, we will check if all the required conditions are met and within 24 hours both you and your friend will receive Rs.100 in your “My Wallet” credit. You can use this wallet credit for any future purchases with us.

As many as you want. To ensure that users don't get spammed, kindly send invites only to people you are acquainted with.

There is an inbuilt wallet on Frugivore.in for every user. Your referral reward will be credited there so you can use it for any future transactions on our website. The reward will get credited to you within 24 hours of your referral’s successful order delivery.

No, there is no expiry date on the reward amount. Once the money is credited to your “My Wallet”, it stays there till its used.

To ensure the account security of our members, we cannot disclose or confirm any account information or order history from another member's account. However, if you aren't notified about your referral bonus within 30 days, it's likely that one or more of the following could have happened: 1. The referred person did you not open the referral message 2. The referred person opened the message but did not click on the referral message. 3. The referred person who clicked the link was already a Frugivore user 4. The referred person clicked on your link but didn't complete the registration process. 5. First order was not placed by the referred person. 6. The referred member placed an order, but the order was cancelled due to some reasons. 7. Our fraud detection system pointed to the referred member as an existing customer or any other fraudulent activity.

Wallet

My Wallet is a digital wallet provided to you by frugivore.in using which you can do transactions on frugivore.in. The amount in the wallet consists of three components. Amount in My wallet is amount added by you + Credits by us in your account – purchases and debits by you. Credits are received through following methods: a) Refunds made on cancellation of orders or part orders or through refunds provided by us for any other purpose. b) Referral credit points c) Credit points from any promotions run by Frugivore in its sole discretion to selected users d) Bonus points added by us based on your activity on website or based on any other internal criteria we may have Debits are deducted from My Wallet for: e) Amount spent by you towards paying for the orders using My Wallet f) Pending payments for orders delivered but not paid g) Amount used by you for paying any other service on our website: example subscription service (as and when it is launched) Any amount in My wallet can only be used to purchase on www.Frugivore.in and not anywhere else. Please note that EMI or Cash on delivery is not supported to top up My Wallet.

You may add money in My Wallet in following ways: a) Credit cards or Debit Cards b) Net Banking c) Any other acceptable payment methods visible on the payments page However, EMIs & Cash on delivery are not acceptable modes of payment for the top-up of My Wallet.

A minimum of Rs 500.0 needs to be added in a single transaction. A maximum of Rs 10,000.0 can be added on the wallet in one single transaction. Additionally the total cash balance in your wallet can reach a maximum of Rs 10,000.0 at any point of time. Example, if you already have Rs 3000.0 in My Wallet, you can top-up only upto a maximum of Rs 7,000.0 such that the total reaches upto Rs 10,000.0.

You need to sign-in in your user account in Frugivore.in and go to My Wallet page. There, you shall be able to see the My Wallet Balance amount.

You can use you entire balance in My Wallet for placing orders on Frugivore.in. Out of the available credits, there is no restriction on the amount that can be used from My Wallet.

No, the amount in My Wallet stay there till used.

Faster Check-out : You can pay without going through the whole process of making the payment every time you place an order. Faster refunds: these are credited within a few hours to your My Wallet. If you want it back to your card, it typically takes longer. Subscription: You can place an order to be supplied regularly (weekly, daily, fortnightly etc) without any involvement from you. This order will be supplied to you till you cancel the subscription or your My Wallet balance is exhausted. We will intimate you when you wallet balance is low so that you can top-up before it is exhausted. This can make buying an item which you consume regularly like milk, egg, bread, veggies etc. very convenient. Credit points: You can earn referral and other promo points directly in your My wallet and use them as and when needed (as against simple promo codes which have expiry date attached to them) Rewards for frequent users: It enables us to benefit the most frequent users of our website by rewarding them with bonus credit points

You don’t have to do anything. Your balance in My Wallet will automatically be the default mode for payment against your order. However, if for some reason, you don’t want to utilize the Wallet Balance for payment but want to make fresh a payment, then you can deselect the “Use My Wallet balance “ button on the order confirmation page.

Under normal circumstances the entire balance in My Wallet (both Cash and Credits) is non-refundable but fully usable for paying for orders. In exceptional circumstances, if you can establish good reasons, we may allow crediting back ONLY the cash amount to its source of top-up. The credit points balance can NOT be redeemed for cash.

Please call customer care. We will help you regenerate your password after verifying your identity. Your My Wallet amount is safe with us.

Yes, it is fully secure.If you yourself permit any access to your account on Frugivore.in by divulging the confidential information (user ID and Password) to a third party either knowingly or inadvertently then it may be compromised by such third party. This is the reason we suggest that you keep your user Id and password confidential.

Yes, you can. By default your balance in My Wallet is utilized as the preferred means for any payments.However you can change that and use only part or none of the balance from My Wallet, and pay the rest by other means.

You can contact us by email, phone or online assistance form to customer care from Contact Us section.