Shipping policy

SHIPPING & DELIVERY POLICY

Fresh Roots Naturals Effective Date: December 2, 2025

At Fresh Roots Naturals, we prioritize the safe and timely delivery of your farm-fresh spices. By placing an order, you agree to the terms outlined below.

1. Order Processing & Dispatch

  • Dispatch Timeline: Orders are processed, packed, and dispatched within 2–3 business days of payment confirmation.

  • Packaging Standards: All items are packed in food-grade, airtight, tamper-proof packaging with secure outer boxes to minimize transit impact.

  • Tracking: Once dispatched, a Tracking ID will be sent via Email/SMS to monitor delivery.

  • Note: Fresh Roots Naturals operates on a 100% prepaid model only. Cash on Delivery (COD) is not available.

2. Delivery Timeline & Delays

  • Standard Delivery: 5–7 business days (depending on pincode).

  • Delivery Days: Monday to Saturday (Excluding Public Holidays).

  • Force Majeure: Fresh Roots Naturals is not liable for delays caused by:

    • Natural calamities (Floods, Heavy Rains, Earthquakes)

    • Strikes, Bandhs, or Civil Disturbances

    • Courier operational backlogs, technical failures, or hub delays

3. Remote Area & ODA Charges

  • Serviceability: Most pincodes across India are covered by our courier partners.

  • Remote Locations: If your address falls under a Remote Area / ODA (Out of Delivery Area) zone, additional charges may apply.

  • Customer Consent: We will inform you of extra charges before dispatch. If declined, we may cancel the order and refund the amount.

4. Courier Partner Responsibility (Legal Disclaimer)

  • Transfer of Responsibility: Once the package is handed over to the courier partner (e.g., Delhivery, BlueDart, Xpressbees), the responsibility for safe handling and timely delivery lies with the logistics provider.

  • Courier Terms Apply: All shipments are subject to courier Terms of Carriage. Customers agree that courier policies govern the package once in transit.

  • Screenshots / Policy Evidence: Customers are encouraged to save a copy of this policy at the time of purchase. In disputes, only the policy version active on the order date will apply.

  • Zero Liability for Courier Negligence: Fresh Roots Naturals is not liable for mishandling, mis-scanning, or false delivery updates. We facilitate claims but cannot override courier investigation outcomes.

5. Damaged, Missing, or Tampered Shipments

A. External Damage (Outer Box)

  • Minor dents, scuffs, or wear-and-tear do not qualify for replacement if the inner product is intact.

  • Tampering: If the package looks opened, torn, or resealed, reject the delivery and notify us immediately.

B. Internal Product Damage / Missing Items

  1. Mandatory Proof: Record a continuous Unboxing Video showing the sealed outer box and product damage.

  2. Reporting Window: Notify support@freshrootsnaturals.com within 24 hours of delivery.

  3. No Video = No Claim: Courier partners and Fresh Roots Naturals cannot process claims without video evidence.

C. Temperature / Storage Disclaimer

  • Spices are natural products. Exposure to heat or improper handling by the courier does not qualify as damage unless packaging is broken.

6. Address Accuracy & Risk Transfer

  • Customers must provide a complete address, valid phone number, and email.

  • Leave at Gate / Neighbor Instructions: If the customer instructs the delivery person to leave the package, risk transfers to the customer immediately. Fresh Roots Naturals is not liable for theft or loss afterward.

  • Incorrect Address: Packages undelivered due to wrong address or contact info will not be refunded.

  • Return to Origin (RTO):

    • If unavailable after 3 delivery attempts: Customer may pay shipping charges for reshipment, or we refund minus original shipping/packing costs.

    • If no response after 7 days of RTO: Item considered abandoned, no refund issued.

7. Lost or Undelivered Orders

If a shipment is marked "Delivered" but not received, or stuck for 15+ days:

  1. Fresh Roots Naturals will investigate with courier partners (5–7 days).

  2. If confirmed lost, a replacement will be dispatched.

  3. Cash refunds are generally not provided; we aim to fulfill the order instead.

  4. Courier Proof Prevails: GPS scans, OTPs, or delivery photos provided by courier constitute proof of delivery.

8. Fraud Prevention

Any falsified Unboxing Videos, fake claims, or manipulation of courier status may result in:

  • Permanent account ban.

  • Legal action under IT Act 2000 and IPC provisions.

9. Customer Support

For shipping issues, contact:

  • Email: support@freshrootsnaturals.com

  • Response Time: 24–48 business hours

10. Updates to Policy

Fresh Roots Naturals reserves the right to update this Shipping & Delivery Policy at any time without prior notice. The latest version applies to all orders placed after the effective date.