Shipping and Delivery Policy

Purpose

This policy outlines the guidelines and responsibilities for customers receiving delicate frozen products transported via public transport, such as trains or buses. It aims to ensure customers are informed about potential risks and provide instructions for handling and inspecting their orders upon delivery.

Scope

This policy applies to all customers receiving delicate frozen products through public transport arranged by Hungry Q Frozen Foods.

Definitions

Delicate Frozen Products: Items requiring stringent temperature control to maintain quality, including but not limited to momos & sauces.
Public Transport: Modes of transportation used for shipping goods, including porter, trains, buses, and similar services.

Customer Responsibilities

Delivery Address: Provide a complete and accurate delivery address to ensure timely and correct delivery. Make sure someone is available to receive the package during the estimated delivery window.
Submit Valid Identity Proof: Submit valid identity proof like Aadhar card to our executive for smooth dispatch process. You have to submit Identity proof of a person who will be receiving parcel at destination.
Collection of delivery: Collect transport details from our executive alongwith contact details & parcel dispatch receipt. Approach Parcel office or agent with photocopy of dispatch receipt & identity proof for your parcel collection. While we take measures to transport through authentic delivery agents, occasionally some agents do not communicate properly during collection. Avoid delays in parcel collection as it may damage product and Hungry Q Frozen Foods won’t be held responsible.
Inspection Upon Arrival: Inspect the package immediately upon receipt. Record the video during inspection before opening the boxes. Check number of packets received alongwith any signs of damage, or leakage. If the packaging appears compromised, document the condition with videos & photos and contact our customer service team promptly.
Handling Instructions: Follow the handling instructions provided with the package to ensure the product remains in optimal condition. This includes proper storage and prompt refrigeration or freezing below -18C upon receipt.

Potential Risks and Issues

Transport Damage: Be aware that public transport systems are not always optimized for handling delicate frozen products. While we take measures to minimize risks, occasional approx. 1-2% product damage or cracks may occur. We recommend all customers to self pickup the delivery in refrigerated van as its the safest way to deliver.
Delayed Deliveries: Public transport can sometimes experience delays. We strive to keep you informed of any significant delays, but please be prepared for potential variability in delivery times. Hungry Q Frozen Foods won’t be responsible for product damage happened due to public transport delays.
Cracks on cheese momos –

Outstation Packaging & Transportation:

Packaging cost will be borne by customer which includes thermocol box and dry ice. The cost of a brand new 25kg thermocol box is Rs.450-500 & cost of 1kg dry ice is Rs.120-150.
Each thermocol box contains 45-50 packets of 500gm each and 3kg of dry ice. The packaging cost goes upto Rs.800-900 per box.
Used (Second hand) thermocol box comes at Rs.250 and in that case the total packaging cost will be Rs.600-700. Please note that used thermocol box may have odd smell of fish as it is second hand boxes.
Transportation cost includes Porter charges from company to Bus / Railway station. Porter charges will be around 600-900 and it will be paid by customer to porter directly.
You will be provided with Bus / Railway transportation cost receipt which you have to pay to agent directly before dispatch.

Reporting Issues

Contact Us: If you encounter any issues with your delivery, such as damage, temperature deviations, or missing items, contact our customer service team immediately. Provide all relevant details and documentation, including photos of the damaged package and products at the time of delivery.
Resolution Process: We will review the reported issues and provide a resolution, which may include a replacement or refund, depending on the circumstances. Our goal is to address your concerns promptly and ensure your satisfaction.

Refunds and Replacements

Eligibility: Refunds or replacements are considered for products that arrive damaged or compromised due to transport conditions. Refunds due to fishlike smell to boxes will not be considered if customer insist us to use thermocol boxes for delivery. Eligibility is subject to the video recording, timely reporting of issues and verification by our team.
Process: To request a refund or replacement, complete the required documentation and follow the instructions provided by our customer service team. Include evidence of the issue, such as photos, videos and detailed descriptions.

Contact Information

For any questions, concerns, or issues related to your delivery, please reach out to our customer service team:

Customer Service Department: 9619035377 / hungryq100@gmail.com

Office Hours: Monday to Saturday – 10am to 6pm

Policy Updates

This policy may be updated periodically to reflect changes in procedures or address new issues. Customers will be notified of significant changes, and the latest version will always be available on our website or through our customer service team.

By following these guidelines, you can help ensure that your delicate frozen products are handled and received in the best possible condition, despite the challenges associated with public transport. Thank you for your understanding and cooperation.