Shipping Policy

At XenFast, we are committed to delivering your orders promptly and efficiently. Our shipping policy outlines the terms, conditions, and guidelines for ensuring a smooth and satisfactory delivery experience for all our customers. This document covers shipping charges, delivery timelines, serviceable areas, and other critical aspects of our shipping process.

Scope of the Shipping Policy

This policy applies to all orders placed on Xenfast, including but not limited to:

  • Daily groceries and essentials.
  • Fresh produce and perishable items.
  • Subscription-based deliveries.
  • Bulk or corporate orders.

Serviceable Areas

Coverage

  • We currently deliver to a wide range of cities and localities across the country. Our serviceable areas are determined based on logistical feasibility and demand. You can check whether your area is serviceable by entering your PIN code on the app or website.

Non-Serviceable Areas

  • If your area is not within our delivery range, we regret any inconvenience caused and are working to expand our network to serve you in the future.

Restricted Zones

  • Deliveries may not be possible in restricted or high-security zones unless specified arrangements have been made.

Delivery Timelines

Standard Delivery

  • Delivery timelines depend on the type of product and your location.
  • Orders placed before the cut-off time will be delivered on the same day or within 24–48 hours for non-perishable items.

Express Delivery

  • Groceries and Essentials: Delivered within 10–60 minutes in select areas where express delivery is available.
  • Express delivery services may incur an additional charge.

Scheduled Delivery

  • Customers can choose a preferred delivery slot at checkout.
  • Available time slots are subject to delivery capacity and area-specific constraints.

Subscription Deliveries

  • Subscription-based products, such as milk or fresh produce, are delivered early morning or as per the schedule chosen during subscription setup.

Shipping Charges

Free Delivery

  • Free delivery is available on orders above a certain minimum amount (e.g., ₹500).
  • The minimum amount for free delivery may vary based on your location or ongoing promotions.

Delivery Fees

  • Orders below the minimum threshold are subject to a nominal delivery fee.
  • Express or priority delivery services may have additional charges, which will be displayed at checkout.

Variable Charges

  • Delivery charges for bulk or corporate orders are calculated based on the order size, weight, and delivery location.

Delivery Process

Order Confirmation

  • Once you place an order, you will receive a confirmation email or SMS with the order details and estimated delivery time.

Packing And Dispatch

  • Our team ensures all products are packed securely to maintain their quality during transit.
  • Orders are dispatched from the nearest warehouse or fulfillment center to ensure timely delivery.

Delivery Updates

  • You will receive real-time updates about your order status via the app, SMS, or email.
  • Track your delivery live using the tracking link provided in your notification.

Contactless Delivery

  • For safety and hygiene, we encourage contactless delivery.
  • Customers can specify a drop-off location at checkout to avoid direct contact with the delivery partner.

Delivery Partner Guidelines

Our delivery partners are trained professionals dedicated to ensuring a smooth and secure delivery experience. They adhere to the following guidelines:

  • Timely Deliveries: Strive to meet delivery timelines for every order.
  • Hygiene Standards: Maintain proper hygiene, especially when handling perishable items.
  • Verification: Verify the recipient’s identity or delivery location if required.
  • Professional Conduct: Uphold polite and professional behavior during every interaction.

Customer Responsibilities

To ensure a seamless delivery process, customers are requested to:

  • Provide Accurate Information: Enter correct address details, contact information, and PIN code.
  • Availability: Ensure someone is available to receive the order during the selected delivery slot.
  • Accessibility: Provide clear instructions if your location is difficult to locate or access.
  • Payment Readiness: For cash-on-delivery (COD) orders, keep the exact amount ready for a hassle-free transaction.

Delivery Issues

Missed Deliveries

  • If you are unavailable during delivery, our partner will attempt to contact you.
  • In cases where delivery cannot be completed, the order may be rescheduled or cancelled, depending on the circumstances.

Delivery Delays

  • While we strive to deliver on time, delays may occur due to unforeseen circumstances such as weather conditions, traffic disruptions, or logistical challenges.
  • Customers will be notified promptly in case of any delays.

Damaged Or Missing Items

  • If an item is damaged or missing from your order, please report it to customer support within 24 hours of delivery.
  • Resolutions may include a refund, replacement, or compensation.

InCorrect Deliveries

  • If you receive the wrong product, please notify us immediately.
  • We will arrange for the incorrect item to be picked up and the correct item delivered at the earliest.

Special Delivery Instructions

Customers can provide special instructions for their orders during checkout, such as:

  • Specific delivery times.
  • Preferred drop-off points.
  • Additional contact information for alternate recipients.

Perishable and Temperature-Sensitive Items

  • Perishable items such as dairy, fresh produce, and frozen foods are transported in temperature-controlled vehicles to ensure quality.
  • Customers are advised to store these items appropriately upon delivery.
  • Perishable items are not eligible for multiple delivery attempts due to quality concerns.

Bulk or Corporate Orders

For bulk or corporate orders, customized delivery arrangements can be made, including:

  • Split deliveries across multiple locations.
  • Timed deliveries for events or corporate needs.
  • Dedicated delivery personnel for large orders.

Non-Delivery Scenarios

It reserves the right to cancel or not deliver an order in the following cases:

  • The delivery address is outside our serviceable area.
  • Delivery attempts fail due to incorrect address or contact information.
  • Payment issues, including failure to collect COD payments.
  • Unforeseen logistical challenges, such as strikes or natural disasters.

Returns and Exchanges During Delivery

  • If you wish to return or exchange a product at the time of delivery, inform the delivery partner immediately.
  • Returns and exchanges are subject to the product’s eligibility criteria outlined in our Return and Exchange Policy.

Customer Support for Delivery Issues

For any queries or concerns related to delivery, you can contact our customer support team via:

  • Phone: +919153884572
  • Email: support@xenfast.com

Our team is available 24/7 to assist you with delivery-related issues.

Frequently Asked Questions

Q1. Can I change my delivery address after placing an order ?
A. Address changes may be possible if the order has not yet been dispatched. Please contact customer support immediately for assistance.

Q2. What happens if I miss my delivery ?
A. If a delivery attempt is unsuccessful, our team will contact you to reschedule. Multiple missed deliveries may result in order cancellation.

Q3. Is there a limit on the number of items for express delivery ?
A. Yes, express delivery may have restrictions on the number of items, depending on logistical feasibility.

Q4. How do I track my order ?
A. You can track your order in real-time through the app or website using the tracking link provided.

Q5. Can I refuse delivery ?
A. You can refuse delivery if the product is damaged or incorrect. Refund or replacement options will be provided as per our Return and Exchange Policy.

Policy Updates

It reserves the right to update this shipping policy as necessary. Any changes will be communicated via email, SMS, or in-app notifications and reflected on our website and app.

Commitment to Quality and Timeliness

At XenFast, we are dedicated to ensuring that your orders reach you in the best condition and within the promised timeframe. Your satisfaction is our top priority, and we constantly strive to improve our delivery processes to meet your expectations.

Thank you for choosing XenFast for your shopping needs!