Shipping policy

Overview

This Shipping and Delivery Policy explains how Nourya orders are processed, packed, shipped, tracked, and delivered by Simga Fresh Foods Pvt. Ltd. By placing an order on our website, you agree to the shipping terms set out below.

Delivery coverage

We currently deliver across India for most product categories, subject to courier serviceability, product type, and pin-code availability. Certain fresh or temperature-sensitive products, especially select dairy items other than ghee, may be available only in specific pin codes or limited serviceable areas.

Delivery availability may change from time to time depending on stock position, logistics feasibility, seasonal demand, and operational constraints. We may not be able to service some locations for certain products even if the same location is serviceable for other categories.

Order processing

Orders are processed only after successful prepaid payment confirmation. Once payment is verified, we begin internal order preparation, packaging, and dispatch planning based on product type, stock availability, and shipping feasibility.

Orders are usually processed within 1–2 business days, but processing time may be longer during festivals, high-demand periods, stock transfers, or unforeseen operational issues.

Dispatch and delivery timelines

Estimated delivery timelines vary by product and destination. In general, most orders are dispatched within 1–2 business days and delivered within 5–7 business days after dispatch, though actual timelines may vary based on location, courier performance, and serviceability.

For remote locations, weather disruptions, public holidays, route restrictions, or courier delays, delivery may take longer than the estimated timeframe. The timeline shown at checkout is only an estimate and is not a guaranteed delivery commitment.

Packaging standards

We use product-appropriate packaging to protect freshness and reduce transit damage. Liquid and fragile products such as ghee and dairy are packed in stronger protective packaging, while jaggery, pulses, grains, and millets may be shipped in pouch packing or other suitable food-safe packaging.

Even with careful packaging, some transit risk exists. We therefore request customers to inspect the parcel immediately on delivery and report visible damage, leakage, or tampering within the claim window specified in our Return, Replacement and Refund Policy.

Product handling in transit

Food products are packed and shipped with the aim of maintaining quality during transit, but freshness after delivery also depends on how the customer handles the product upon receipt. Customers should open the parcel promptly, check seals and outer packaging, and transfer products to the correct storage condition immediately if required.

We are not responsible for product quality issues caused by delays in unpacking, improper storage, exposure to heat, or failure to follow the storage instructions shared on the product page or pack label.

Shipment tracking

Where tracking is available from the courier partner, tracking details will be shared by email, SMS, or on the customer account page after dispatch. Some logistics routes or courier services may provide limited tracking visibility, especially in remote or partially serviced areas.

If tracking is unavailable for a specific shipment, customers may contact our support team using the order details for assistance.

Failed delivery attempts

If delivery cannot be completed because the customer is unavailable, unreachable, or has provided an incorrect or incomplete address, the parcel may be reattempted, returned to our facility, or treated as undeliverable by the courier partner.

If a parcel is returned due to customer unavailability or refusal, any additional re-shipping, return-to-origin, or courier handling cost may be charged to the customer where applicable. Refunds, if any, will be processed according to our Return, Replacement and Refund Policy after adjusting applicable shipping or return costs.

Delayed or missing shipment

If your order is delayed beyond the expected timeline, please contact our customer care team with your order number. We will review the shipment status and coordinate with the courier partner where required.

If a shipment is marked as delivered by the courier but has not been received, you must notify us within 48 hours of the marked delivery time so we can begin an investigation. Delayed reporting may limit our ability to resolve the matter with the courier partner.

Damaged, leaked, or wrong delivery

If your package arrives damaged, leaked, tampered with, or with a wrong or missing item, please raise the issue within 48 hours of delivery and share clear photos or a video of the outer box, inner packaging, and product condition. This helps us verify the issue and determine whether a replacement or refund is appropriate.

We may ask for order details, courier reference numbers, images, or unpacking video before taking action.

Refused or rejected deliveries

If you refuse a prepaid order at the time of delivery without a valid product-related reason, the order may be returned to us and the refund, if eligible, may be processed after deduction of shipping, return-to-origin, or handling charges where applicable.

We reserve the right to decline future service to customers who repeatedly refuse deliveries without valid grounds or misuse the delivery and refund process.

Special delivery conditions

Some products may have special shipping conditions because of temperature sensitivity, packaging requirements, or pin-code restrictions. These conditions will be displayed on the website wherever relevant.

We may also separate certain product types during shipment where required for food safety, packing integrity, or logistics reasons.

International shipping

At present, this Shipping and Delivery Policy primarily applies to domestic orders within India. If we introduce international shipping later, we will publish a separate international shipping section or policy with country-specific timelines, taxes, customs, and import-duty terms.

Customer support

For delivery questions, shipment updates, or transit-related concerns, please refer to the Contact Information section.

Policy updates

We may update this Shipping and Delivery Policy from time to time to reflect changes in our logistics partners, service areas, product categories, packaging methods, or business operations. The revised version will apply from the date posted on the website.