Shipping & Delivery Policy

1Where we ship#

Biteora Foods LLP currently ships to serviceable PIN codes across India. We do not offer international shipping at this time. Serviceability is confirmed when you enter your PIN code at checkout; if we cannot deliver to your location, the website will tell you before you pay.

We dispatch all orders from our facility at A-83, Second Floor, A-Block, Sector-83, Noida, Gautam Buddha Nagar, Uttar Pradesh, 201305.

2Order processing and dispatch#

Orders are processed on business days, being Monday to Saturday, excluding public holidays in Uttar Pradesh and national holidays.

• Orders confirmed before 14:00 IST on a business day are usually packed and handed to our courier partner on the same or the next business day.
• Orders confirmed after 14:00 IST, or on a Sunday or public holiday, are dispatched on the next business day.
• Our standard dispatch commitment is within 1 to 2 business days of order confirmation.

During festival periods, sale events or unusually high demand, dispatch may take up to 3 business days. If we anticipate a longer delay on your order, we will tell you by email or phone.

You will receive a dispatch confirmation with the courier name and a tracking number once your parcel leaves us. Because our products are food, we do not hold packed orders in storage — every order is packed close to dispatch.

3Estimated delivery timelines#

Delivery time is counted from dispatch, not from when the order was placed. Typical timelines are:

These are good-faith estimates based on our courier partners’ published service levels. They are not guaranteed delivery dates. Actual delivery can be affected by weather, regional strikes, local restrictions, festival volumes and other factors outside our control.

4Shipping charges#

Shipping charges are calculated automatically at checkout and are displayed to you, itemised and in full, before you confirm payment. There are no hidden handling charges added after that point.

The charge is determined by the order value, the delivery PIN code, and the total weight of the order:

The free shipping threshold of ₹499 and the charges above are our current rates and may be revised from time to time. The rates displayed at checkout at the moment you place your order are the rates that apply to that order. Remote and difficult-to-access PIN codes may attract an additional courier surcharge, which will always be shown at checkout before payment.

5Tracking your order#

Every dispatched order carries a tracking number, sent to you by email and, where available, by SMS or WhatsApp. Tracking information is generated by the courier and may take up to 24 hours after dispatch to begin updating. If your tracking has not updated within 48 hours of dispatch, please contact us.

6Delivery attempts and receiving your order#

Our courier partners typically make up to three delivery attempts. Please ensure that someone is available at the delivery address to receive the parcel, and that the mobile number you provide is reachable — couriers routinely call before delivery.

We ask you to inspect the outer packaging at the time of delivery. If the parcel is visibly damaged, crushed, wet or tampered with, you are entitled to refuse the delivery; please tell us the same day so we can dispatch a replacement immediately. If you accept a damaged parcel, please photograph it before opening and raise a claim within 48 hours under our Return and Refund Policy.

7Lost packages#

A parcel is treated as lost where the courier formally declares it lost or untraceable, or where tracking shows no movement for 7 consecutive days and the courier is unable to confirm its location.

What we do:

• Tell us as soon as you suspect a problem, at info.biteorafoods@gmail.com with your order number.
• We immediately raise a formal trace with the courier. Investigations typically conclude within 5 to 7 business days.
• If the parcel is located, we ensure it is delivered to you and keep you updated.
• If the parcel cannot be recovered, we bear the loss in full. You may choose either a free replacement shipped at our cost, or a complete refund of the order value including any shipping charge you paid, processed under our Return and Refund Policy.

You are never asked to pursue the courier yourself. The contract of carriage is between us and our courier partner, and chasing it is our job, not yours.

8Severely delayed shipments#

Where a shipment is still in transit and has exceeded the upper end of its estimated delivery window in Clause 3 by more than 7 business days, we treat it as severely delayed. In that situation you may choose to:

• continue to wait, while we escalate with the courier; or
• cancel the order for a full refund, including shipping charges, even though the parcel has been dispatched.

If a severely delayed parcel is subsequently delivered after you have been refunded, please contact us and we will arrange a free return pick-up. Because the contents are food that has spent an extended period in transit, we may ask you not to consume the product.

9Incorrect or incomplete addresses, and returned parcels#

Please check your delivery address carefully before confirming your order. We dispatch to the address exactly as you enter it. If you notice an error, contact us immediately — we can usually correct the address if the order has not yet been dispatched.

Where a parcel is returned to our facility ("RTO") because the address was incorrect or incomplete, the recipient could not be located, the mobile number provided was unreachable across all delivery attempts, or delivery was refused without cause, the following applies:

• We will contact you as soon as the parcel is received back to tell you what happened.
• You may ask us to reship to a corrected address. Because the courier has already incurred a delivery and return cost, reshipment is chargeable at the applicable shipping rate, payable before we dispatch. We do not add any handling margin to this.
• Or you may ask for a refund. We refund the value of the goods. We are not able to refund the original shipping charge, or the return-leg cost actually incurred, where the parcel was undeliverable for a reason attributable to the address or availability of the recipient.
• Where a product returned to us has passed its remaining shelf life threshold, or its condition can no longer be guaranteed after two transits, we will not re-dispatch that unit — your reshipment will be a fresh pack.
• If we are unable to reach you within 14 days of a parcel being returned to us, we will refund the value of the goods and close the order.

Where a parcel is returned through any fault of ours — for example we mislabelled it, or the courier failed to attempt delivery — we bear all costs, and you receive either a free reshipment or a complete refund including shipping, at your choice.

10Packaging and food safety in transit#

Our products are shipped in sealed, tamper-evident food-grade pouches inside protective outer packaging. Please store the product as directed on the pack once received — in a cool, dry place away from direct sunlight — and consume it before the "best before" date printed on the pouch.

We do not dispatch any unit whose remaining shelf life would fall below the minimum prescribed for e-commerce food business operators at the point of delivery.

11Grievance redressal#

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, we operate a grievance redressal mechanism. If something has gone wrong with your order, or you are unhappy with how a request was handled, this is the route to escalate it.

We acknowledge every complaint within 48 hours of receipt and endeavour to resolve it within one month, as required under the said Rules. Please quote your order number and describe the issue so we can help you faster.