FREQUENTLY ASKED QUESTIONS
SIGN UP
How do I Login ?
How do I Login ?
You can Login with your email address and password during checkout
Do I have to necessarily register before placing purchase order on “I Love Fresh Food” ?
You can check out as a guest
What If I am unable to log in to my account OR Place Order online ?
Please write an email to us at rajesh@ilovefreshfood.in OR You can call our customer care service quality executive with your registered mobile number at +91 993000 7301
Can I have multiple accounts with same mobile number and email id?
Each email address and Mobile number can be associated with only one account, for multiple accounts you need to enter different email address and Mobile number.
PAYMENT
What are the modes of payment do you accept ?
What are the modes of payment do you accept ?
We accept online payments through all major credit & debit cards, NEFT, PayU Money, Pay TM Wallet, cash on delivery is also possible. The payment has to be made in India Rupees, as per the final invoice.
Transaction money was deducted, but I did not get an order confirmation.
This generally happens due to an issue from your bank side, where the funds are held up. Typically, you should get an automatic refund within 72 hours. However, if you still want to clarify, please contact our Customer Care Service Quality team via email at rajesh@ilovefreshfood.in or call us at +91 993000 7301
Are there any other charges or taxes in addition to the price shown? Is VAT added to the invoice?
There is no VAT. However, GST will be applicable as per Government Regulations.
Is there GST?
All our prices are exclusive of applicable Goods and Service Tax.
Is it safe to use my credit/ debit card on I Love Fresh Food?
Yes, it is absolutely safe to use your card on I Love Fresh Food Website. A recent directive from RBI makes it mandatory to have an additional authentication pass code verified by VISA (VBV) or MSC (Master Secure Code) which has to be entered by online shoppers while paying online using visa or master credit card. It means extra security for customers, thus making online shopping safer. Your payment will be credited in our “I Love Fresh Food” Bank account.
Is it safe to use my credit/debit/net banking on I Love Fresh Food ?
I Love Fresh Food uses an SSL encryption-based payment system which makes your transaction safer and protect you from any online threat to a large extent.
What is the meaning of cash on delivery?
Cash on delivery means that you can pay for your order at the time of order delivery at your doorstep.
If I pay by credit card how do I get the amount back for items not delivered?
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 your original payment source. You can reach us at +91 993000 7301 in case of any queries.
Where do I enter the Promo Code?
Once you are done selecting your products and click on checkout you will get the order details along with an option to enter Promo Code. You can enter the Promo Code to apply the relevant offer. The total amount will get calculated as per the applicable code.
What happens in case of a payment failure?
In case of any payment failures and charges incurred refund will be routed through the vendor’s payment gateway. Refund is back to source only and subject to third party vendor’s policy. Payment to other than customer account/third party payment is not permitted under Prevention of Money Laundering Act.
What if I pay via Cash on Delivery and seek refund due to cancellation?
Send us your bank account details for NEFT. Amount paid in cash will be refunded in your Bank account only. Cash refund will not be possible in any case.
Are there any extra charges than price shown?
Apart from the product value, delivery and packaging charges will be levied OR free as per offers if any. At times the charges will be determined by calculating the total weight of cart.
If I pay by Credit Card / Debit Card / Net banking / UPI / Wallet, how long will it take for my account to be debited?
After a successful transaction, your account will get debited immediately.
While I was paying by net banking, my ‘session expired’. Say what?
This happens, simply, when you take too long to make the direct debit payment and do not manage it in the specified amount of time. You can re-attempt the payment or convert the order to Cash on Delivery (COD) option.
I made a successful payment by net banking but the system says that the ‘verification has failed’. Now what?
To place a successful order, your payment transaction has to get verified successfully at your bank’s direct debit gateway. The verification can fail because of various reasons. If you made a successful payment but the verification failed, do not worry. The amount debited from your account will get credited back within 7 working days.
What if the transaction fails while I am paying online using any payment method?
You can re-attempt the payment or convert the order to Cash on Delivery (COD) option.
I cancelled my order which was made using online payment option (Credit Card / Debit Card / Net banking / UPI / Wallet). How will I get my money back and when?
The account that you used for payment will get credited with the refund amount within 8-9 working days.
My bank is not listed in online payment option, how can I pay?
You can use other payment options (Credit Card / Debit Card / UPI / Wallet) to pay. In case you are unable to pay using any of those options, you can use Cash on Delivery option.
Will I be charged any additional fee for using online payment option?
No.
DELIVERY
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Can I add more than one delivery address in an account?
Currently only a single address can be connected for every order.
How will the delivery be done?
We have a dedicated team of delivery personnel and a fleet of vehicles which ensures timely and accurate delivery to our customers.
How do I change the delivery address to which I want products to be delivered ?
You will have to reach out to us on rajesh@ilovefreshfood.in and share your Order ID for Change in Delivery Instructions.
How much are the delivery charges?
The delivery charges will be Rs. 100 (including GST) is applicable for all orders.
Do you deliver in my area?
It is mentioned in the Product Description. If we are unable to deliver in your area - we will inform you once we have received your order.
Will someone inform me if my order delivery gets delayed?
In case of a delay, our customer care service quality team will keep you updated about your delivery.
What is the minimum order for delivery?
There is minimum order value of Rs. 499
Can I change my delivery option?
No. you cannot change your delivery option.
How can I check the availability of delivery slot on specific pin codes?
We do not have the option to book a delivery time slot currently. You can WhatsApp us on +91 993000 7301 and share your Order ID along with the preferable time slot.
ORDER RELATED
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How do I place my order?
You can place an order from our website. Simply select products , Go to Cart and select delivery address and check out as per your Payment preference.
Will I be able to order more than one of the same item?
Yes, you will be able to order more than one of the same item. Simply change the numerical value in your shopping cart to your desired quantity.
When will I receive my order?
Once you are done selecting your products and click on checkout you will be prompted to select a delivery slot. Your order will be delivered to you on the next day or 3-4 days as per your location.
How is my order processed?
As soon as you place an order, the following actions take place: - You will get a notification through Email of the confirmed order - The Specialty Store is notified of the order. The Specialty Store then prepares your order, packs it and generates its bill for the same. - An executive is deployed by I Love Fresh Food Team to pick up the order and deliver the same to you. - After the order is delivered to you successfully, you will receive an email confirming the delivery. You may also receive a call for feedback. Throughout the above stages, our order fulfilment team continuously monitors the process so that you get the desired product within the time committed to you. In case the order cannot be processed for any reason whatsoever, the same will be informed to you at the earliest.
How will I know if any item in my order is unavailable?
We try to make sure the inventory at the store is always updated so that your order can be fulfilled at all times. However, in case an item you ordered is unavailable at the store you selected, our order fulfillment team will notify you of the same in a quick time. They will also suggest possible alternatives for the out of stock product should you desire to change the order.
Am I entitled to Free Delivery while promotional offers are running?
Delivery charges are extra (unless specified otherwise). Offers mentioned will be at a product level only.
Can I change pin code/delivery address after the order?
No, you cannot change delivery address or pin code entered after placing the order.
How do I check status of my order?
You can check the status of your order is by contacting our customer care service quality team.
What is the order cancellation process and what are the charges?
You can cancel the order before the cut off time 7:00pm on the same day of order before delivery date for zero charges, after the cut off time a flat charge of 100 INR and 100% will be applied as a cancellation fees on the same date of delivery.
When and how can I cancel an order?
In case you would like to rethink your purchase, you can cancel your order at any point until it is out for delivery and your money will be refunded to your original source of payment. It will be initiated instantly at the time of cancellation and credited to your payment source in a maximum of 7 working days. Please note that once your order is out for delivery, it cannot be cancelled or refunded irrespective of the mode of payment.
I am a corporate/ business owner would like to give Bulk order. Can I place orders with I Love Fresh Food?
Yes, we do bulk supply of products at special prices to institutions such as schools, restaurants, and corporates. Please contact as at rajesh@ilovefreshfood.in OR call us at +91 993000 7301
What do I do if I am not happy with the quality of products delivered?
After accepting the delivery, later on you feel the product(s) are of inferior quality, please call our Customer Care. We will do the needful to see to it that you are not disappointed.
Can I pick up my order from your nearest outlet ?
We currently do not allow pickup due to COVID and safety season.
Can I apply multiple coupons on a single order?
No, you cannot club different coupons on a single order. Only one offer is applicable for a single order.
Can I pre-book an order ?
Yes! You can pre-book
I have not yet received my refund for online payment.
Once the refund process has been initiated, the amount will be returned to your bank account within 7 business days. If you haven’t received your refund within 7 business days, please reach out to us at rajesh@ilovefreshfood.in or Call us at +91 993000 7301
I have not received my order. Who do I contact?
Your order confirmation e-mail is sent to the e-mail address immediately upon placing your order. If you do not receive it, please check spam OR Junk Email folder in your email client. If you still cannot locate the confirmation. If the order you placed does not appear, the order was NOT successfully confirmed. For further queries, please contact us at rajesh@ilovefreshfood.in or Call us at +91 993000 7301
I received an incomplete order.
We apologize for the inconvenience caused. please contact us at rajesh@ilovefreshfood.in or Call us at +91 993000 7301 We’ll address your issue immediately.
I want to place a bulk order.
Yes, we do take bulk orders. Send us a mail to rajesh@ilovefreshfood.in or Call us at +91 993000 7301 and please specify the product(s), quantity, date and time that you require the order.
My item arrived damaged or defective. What should I do?
Meat products can only be returned if: 1. It’s delivered after the expiry date. 2. The package has been altered or damaged during transit. 3. The item delivered is not what you had placed an order for. If you are unhappy with your order, please raise your concern by reaching out to us at the time of delivery on rajesh@ilovefreshfood.in or Call us at +91 993000 7301
How do I add or remove products after placing my order?
Once you have placed your order you will not be able to make modifications. Please contact our customer care Service Quality team on the same day of order for any modification.
Is it possible to order an item which is out of stock?
No, you can only order products that are in stock. We try to ensure the availability of all products on our Website however due to supply chain issues sometimes this is not possible
How do I check which items were not available from my order? Will someone inform me about the items unavailable in my order before delivery?
You will receive an email about unavailable items before the delivery of your order.
What You Receive Is What You Pay For.
At the time of delivery, we advise you to kindly check every item as in the invoice. Please report any missing item that is invoiced. As a benefit to our customers, if you are not available at the time of order delivery or you haven’t checked the list at the time of delivery we provide a window of 24 hrs. to report missing items. This is applicable only for items that are invoiced.
Where can I find currently running offers/ promotions?
There is a section called “Offers & Promotions” on the website. All products with any discount or promotions are listed under this section.
CUSTOMER CARE SERVICE QUALITY TEAM
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How do I contact Customer Care Service Quality Team?
Our customer care service quality team is available throughout the week, all seven days from 10 am to 7 pm. They can be reached at rajesh@ilovefreshfood.in or Call us at +91 993000 7301
What are your timings to contact customer service?
Our customer service team is available throughout the week, all seven days from 10 am to 7 pm.
How can I give feedback If I have a quality concern, What do I do ?
Our customer support team constantly strives to ensure the best shopping experience without quality concerns whatsoever. However, if you still feel that there’s a lapse in quality from our end, you can contact us at rajesh@ilovefreshfood.in or Call us at +91 993000 7301 in case of positive or negative feedback.
What is the difference between gross weight and net weight?
Gross weight is the amount of product used to get the final output. For e.g. it takes 1500 gm of raw White Pomfret to get 1 kg of it after processing. The balance 500 gms lost as wastage. We don’t charge you for the wastage incurred during cleaning process.
RETURN AND REFUND
We have a "no questions asked on return and refund policy" which entitles all our members to return the product at the time of delivery if due to some reason they are not satisfied with the quality or freshness of the product. We will take the returned product back with us and issue a credit note for the value of the return products which will be credited to your account on the Site. This can be used to pay your subsequent shopping bills Return Policy - Time Limits: 1. Perishable goods: Within 48 hours from the delivery date 2. Other goods: Within 7 days from the delivery date.
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Do you offer refunds?
Please note that orders once packed cannot be cancelled or refunded irrespective of the mode of payment. Please review your order carefully before submission. However, if your order has arrived damaged or defective, you can raise your concerns by reaching out to us at the time of delivery on rajesh@ilovefreshfood.in or Call us at +91 993000 7301 The refund will reach you in 15 working days.
How will I get my money back in case of return or cancellation?
The money will be credited back to your account in 7-10 working days. Please contact customer support for any further assistance regarding this issue.
How will I get my money back in case of a cancellation or return? What are the modes of refund?
The amount will be refunded to your source of payment. Please contact Service Quality Executive Team for any further assistance regarding this issue.
ONLINE PAYMENT
Refunds will be processed within 48 hours and will be credited to the customer account within 7 working days depending on the issuing bank.
CASH ON DELIVERY
Refunds will be credited to the customer's account as store credit and can be used for the subsequent order in the future.
OTHER
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Who is a coordinator?
Coordinators help us in our social cause of delivering, healthy and fresh products. They collect order and ensure delivery to one or more specific societies. They also connect with society residents to collect their boxes.
If you want to work as coordinator with us please click on “Contact Us” and fill the form, we will get back to you within 7 days.
Do you have offline stores?
No, we are a purely internet-based company and do not have any stores for counter sale.
I want to unsubscribe from I Love Fresh Food promotional emails and SMS.
Use the unsubscribe button at the footer of your email or send us an email at rajesh@ilovefreshfood.in. You’ll be missed. If you have a change of heart, our doors are always open.
I have some suggestion/feedback whom should I tell?
Please click on “Contact Us” and give us your valuable suggestions, or you can also email us your suggestions at rajesh@ilovefreshfood.in
Is I Love Fresh Food available across the country?
We currently operate in 9 major cities including Bangalore, Hyderabad, NCR, Chandigarh, Panchkula, Mohali, Mumbai, Pune and Chennai.
The website is very slow or hanging.
Clear your cache and restart your browser. If you’re still facing issues with the website, check your network for any connectivity issues. If the problem still persists, contact us via email at rajesh@ilovefreshfood.in or call us at +91 993000 7301.
I have a business proposal for I Love Fresh Food.
Please write to us at rajesh@ilovefreshfood.in with all the necessary details. Your proposal will be shared with the relevant team. If your proposal interests us, we’ll get back to you.
I want to work for I Love Fresh Food
We’re always on the hunt for talented individuals to join our team. Please send in your resume to rajesh@ilovefreshfood.in
NON VEG PRODUCT
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Where and how long can I store the meat?
Refer to the expiry date and store the meat in the refrigerator between 0⁰-4⁰ C.
How long do you store the meat for?
Refer to the expiry date for more information.
What is the difference between Lamb, Sheep and Goat?
Lamb is the youngling of a Sheep (less than 1-year- old), while Goat is a separate species altogether. Lambs (and Sheep) have wool on them. Goats aren’t that lucky. Sheep always follow their shepherd. The shepherd always leads from the front and the sheep nearly always obediently follow. Goats on the other hand are not clannish, so they are bred in individual households and never in a group. Sheep are fortunate to have sheep dogs to protect them, and their shepherd to lead them to green pastures. Goats find solace in roaming within the vicinity of their master’s den. There is a distinct difference in taste between the meats of Lamb, Sheep and Goat. Lamb meat is called just lamb. It’s more tender and juicy than mutton (the meat from Sheep). Sometimes, Goat meat is also called mutton, but there’s a vast difference in taste between Sheep mutton and Goat mutton.
What is fresh meat?
Meat that is sold soon after slaughter is considered fresh meat. The use of refrigerators in India reached widespread use only in the seventies and eighties, so meat had to be consumed soon after buying it, as one could never store it at a lower temperature. Even then, after it was cooked, it had to be consumed soon after. Unless it was pickled or had some added preservatives to extend its life. Your safety is always on the top of our minds. From procurement to delivery, we keep our meat chilled at a temperature range between 0⁰-4⁰ Celsius. Thus, bacteria is kept out of the door and the meat is safe to consume. Also, the meat’s deterioration minimal till it reaches your stove. This is what we mean by fresh meat (note: not frozen). As for fish, the fruit of the sea, we rush it to your door as soon as they land on shore.
Are your meats processed using any antibiotics and growth promoting hormones?
Nope. The only thing we add to our meats is oodles of love and care.
Is the seafood fresh? How can I be sure?
Fish that smells is definitely not fresh. It’s ironic, but fresh fish doesn’t smell fishy. When you smell fish you should remember water flowing freely in the nature. You’ll be able to see it in the fish’s eyes. Our seafood is always fresh. Once you’ve experienced it, we’re sure you’ll be hooked.
What is the difference between fresh / frozen meat?
A Catch-22 question. Theoretically, frozen meat is any meat which has been held in a frozen atmosphere and whose temperature has dropped below -4⁰ C. Fresh meat is meat straight from the animal, held in a chill atmosphere below 4⁰ C but above freezing temperature. Also, fresh meat is always ready for consumption right away. You don’t have to thaw it or wait for it to defreeze.
Am I being charged for the wastage too?
If you go to the butcher shop and choose a cut of meat or fish, it’ll be weighed first and the butcher will claim his pound of flesh. And then if you want it scaled or cleaned, the butcher will do that for you, but unfortunately you’ve already paid for that wastage. clean the meat or slice it beforehand by vendors Expert team. You get a product that you don’t see being torn up in front of your eyes after you’ve paid for it. So, to answer your question, no, you’re not being charged for the wastage.
Do you process Pork and Beef?
Nope. No pork and beef whatsoever.
What is the shelf life of meat?
All meat products will have an expiry date sticker or best before sticker which would mention the date before which the product can be consumed.
How does meat vendor maintain the meat’s freshness?
From procurement to delivery, we have a stringent and robust cold chain in place, which holds our products between 1⁰-4⁰ Celsius. This ensures that the meat is always fresh till it reaches you.
How do I find out the nutritional information about the product?
Fresh meat has standard nutritional information that doesn’t vary much. We have it listed on our website for certain products. If you need exact details about the product, you can write to us at rajesh@ilovefreshfood.in.
Is it safe to freeze the meat, and then thaw it and consume?
Safe? Yes. As long as you cook it right after thawing. However, we won’t advice you to freeze it. we take great measures to make sure that the meat you get is always fresh, never frozen. You see, fresh meat loses its tenderness and juiciness when it’s frozen. That’s why we advise you against freezing meat.
What do you mean by ‘Whole Fish’?
The Whole Fish is cleaned of scales, gutted, and washed in cold water. The fish is not cut into steaks, or filleted. Fish is ready to cook straight in the Kitchen.
What do you mean by ‘Fillets’?
Fillet is the meat of fish without bones. Just plain champion meat.
What do you mean by ‘Steaks’?
A fish steak (also known as fish cutlet) is a cut of fish wherein the cut is made perpendicular to the spine. Depending on the fish it can either be boneless or with bones.
What do you mean by ‘Tenderloin’?
Tenderloin is found in every animal on either side of the backbone, towards the inside of the animal. It is the tenderest part of the animal as it’s never exercised. No fat, no tough muscles, just melt-in- your-mouth goodness.
What is the difference between Whole and Tail-on Prawn?
The Whole Prawn comes with its head, shell and tail. The Tail-on Prawn comes to you shelled, deveined with its head removed, and with its tail on to give you that tantalizing crunch.
How do you manage to deliver it so fresh?
Simple - we procure the day's catch from fisherman hours after they actually fish and come to the shore. Our well oil-ed processing center ensures that the fresh catch reaches our plants with in no time of the catch landing on the shore. At our delivery end, we have a network of vehicles that pick up the product from the airport/train stations and deliver to your doorsteps. We do not depend on any courier companies and have sourcing and delivery fully under our control - while this is expensive, it allows us to give you the world’s best fish in the fastest time possible from source to destination.
How fresh is the seafood brought from I Love Fresh Food?
The fish reaches your home within a few hours of catch landing from the sea- our estimate is that it is in your kitchen within 20 to 35 hours of catch landing at the harbor. The catch is not treated with chemicals such as formalin, Chlorine or Ammonia, which means what we supply, is the safest and healthiest seafood you can buy. Almost all seafood you find in your local market is invariably treated with one or other chemicals to preserve it. These chemicals are harmful to human beings and actually deprive the seafood of its freshness and natural taste.
Are your meats Halal Cut?
Yes all of our meats are 100% halal cut by human beings in the proper Halal methodology. The primary benefit with the Halal methodology is that the blood is completely let out from the bird which makes the meat stay longer and is more healthier.