1. Policy summary
- Service area: Selected serviceable locations within India only.
- Order processing: Within 1 business day after acceptance and payment confirmation, where prepayment applies.
- Estimated delivery: On the confirmed delivery date, normally within 1-3 business days after acceptance.
- Delivery charges: Displayed before the customer confirms the order.
- Delivery partner: Root Valley Farms™ vehicles or authorised local delivery partners.
2. Delivery coverage
Root Valley Farms™ currently delivers only within India and only to serviceable locations displayed or confirmed during ordering. We do not offer international shipping. Availability depends on the selected farm, delivery address, route capacity, product availability and order value.
If an address is outside an active delivery area, a customer may submit a request for future service. Such a request does not constitute order acceptance or confirm delivery availability.
3. Order processing and delivery timeline
Accepted orders are normally processed within 1 business day. The confirmed delivery date and applicable order cut-off time are displayed during ordering or communicated with the order confirmation.
Delivery is normally completed on the confirmed date within 1-3 business days after acceptance. Orders submitted after the cut-off move to the next available delivery date. Sundays, public holidays, adverse weather, traffic restrictions and product availability may affect this timeline. Any material delay will be communicated using the registered contact details.
4. Delivery method
Fresh produce and other products are delivered to the address supplied by the customer using Root Valley Farms™ vehicles or authorised local delivery partners. We do not use postal shipping for perishable local orders. Delivery is considered completed when the order is handed to the customer or authorised receiver and proof of delivery is recorded.
5. Delivery and handling charges
Delivery, packing, handling or route charges, if applicable, are calculated according to location, distance, order size, weight and delivery requirements. The applicable amount is displayed before order confirmation and included in the invoice. No undisclosed delivery charge is added after payment without customer consent.
6. Confirmation and tracking
Order status may be viewed in the applicable application or website and may include placed, approved, packed, dispatched, in transit and delivered. Updates may also be sent by email, WhatsApp, SMS or push notification where enabled.
Route tracking and arrival times are estimates and may change while delivery is in progress.
7. Receiving and inspecting an order
The customer must provide a complete delivery address, active contact number and any necessary access instructions. An authorised receiver must be available and should inspect products and quantities at handover.
Proof of delivery may include receiver details, OTP or signature, photograph, GPS location, date and time. Visible shortages, wrong items, damage or quality concerns should be recorded at delivery and reported in accordance with our Refund and Cancellation Policy.
8. Failed or rescheduled delivery
A delivery may fail or be rescheduled if the address is incorrect or inaccessible, the receiver is unavailable, the customer cannot be contacted, required payment is incomplete, delivery is refused, or safe delivery is not possible.
An additional charge may apply to another attempt when the failure resulted from incorrect customer information or receiver unavailability.
9. Cancellation, returns and refunds
Cancellation eligibility depends on the order status and the perishable nature of the products. Fresh or specially procured products may not be cancellable after procurement, packing or dispatch. Approved refunds are processed according to the timelines and original payment method stated in our Refund and Cancellation Policy.
10. Delivery support
For assistance, provide the customer name, registered mobile number, order or invoice number and delivery address.
Root Valley Farms™
OM Tower, 7th Floor, Park Street, Kolkata - 700071, West Bengal, India
Email: contact@rootvalleyfarms.in
Phone: +91 9147093079