Here is the Shipping & Delivery Policy in English for Urban Fresh. You can directly use this on http://urbanfresh.co, for payment gateways, and DPIIT filing.
SHIPPING & DELIVERY POLICY – URBAN FRESH
Last Updated: 17 June 2026
Website: http://www.urbanfresh.co
Company: Villageguru Innovations Private Limited
Brand: Urban Fresh
1. Service Areas
Urban Fresh currently delivers to the following cities:
- Tier 1 Cities: Hyderabad, Visakhapatnam, Vijayawada – Delivery in 12 to 24 Hours
- Tier 2 Cities: Kakinada, Rajahmundry, Eluru, Guntur – Delivery in 24 to 48 Hours
- Coming Soon: Chennai, Bangalore, Tirupati
To check serviceability, use the “Check Delivery” option on our app/website and enter your PIN code. We deliver fresh seafood only within 300 km from Vodalarevu to maintain quality.
2. Delivery Timelines – Our “12-Hour Fresh Promise”
Order Time Dispatch From Vodalarevu Delivery ETA
Before 10:00 AM Same day 12:00 PM Same day by 10:00 PM
10:00 AM – 6:00 PM Same day 8:00 PM Next day by 12:00 PM
After 6:00 PM Next day 12:00 PM Next day by 10:00 PM
Note: The “12-Hour Fresh Promise” means delivery within 12 hours from the time of dispatch from our cold storage, not from order placement. Delays of 2-3 hours may occur due to weather, fishing auction delays, or traffic. If there is no sea catch on a given day, your order will be auto-cancelled with 100% refund.
3. Shipping Charges
Order Value Hyderabad/Vizag/Vijayawada Other Cities
Below ₹399 ₹60 ₹80
₹399 – ₹799 ₹40 ₹60
Above ₹799 FREE Delivery FREE Delivery
Bulk Orders: For orders above ₹5000, we arrange special reefer vehicles. Please book 48 hours in advance. For charges, contact: support@urbanfresh.co
4. Packaging & Cold Chain
- Thermocol Box + Gel Packs: All seafood orders are maintained at 4°C for up to 18 hours during transit
- Vacuum Sealed: Prawns and fillets are vacuum-packed to ensure freshness
- Live Crabs: Delivered in breathable boxes with oxygen packs
- Dry Fish: Packed in moisture-proof zip locks
- FSSAI Grade: All packaging materials are food-grade and FSSAI approved
On delivery, ice packs should still be cold. If ice has completely melted, please record an unboxing video and contact us immediately.
5. Delivery Process
- Order Confirmation: You will receive SMS/WhatsApp with dispatch time and tracking link
- Out for Delivery: Our delivery partner will call you and provide a 30-minute delivery slot
- Delivery Attempts: We make up to 3 delivery attempts. If the customer is unavailable, the order will be cancelled with 50% refund
- Contactless Delivery: Available on request – we will leave the package at your door
- Mandatory: The person receiving the order must be 18+ years old. ID may be requested due to the nature of the product
6. Non-Deliverable Scenarios
Orders will be cancelled with 100% refund under these circumstances:
- No Catch Day: If fishing boats return without sufficient catch. Update will be sent by 9 AM
- Cyclone/Heavy Rain: If fishing is banned at Vodalarevu for boat safety
- Quality Fail: If our cold storage faces temperature issues, we will not dispatch the order
- Address Issue: Undeliverable area, incorrect PIN code, or restricted apartment access
7. Damaged/Spoiled Product Policy
Due to the perishable nature of seafood, we do not accept returns. However, for quality issues:
You Must Do Within 2 Hours of Delivery:
- Record an unboxing video while opening the box
- Clearly show any issue with smell, color, or texture of the fish
- Send the video + Order ID to WhatsApp: +91-XXXXXXXXXX or email: support@urbanfresh.co
Our Resolution:
For verified complaints, we will provide 100% refund or free replacement in your next order. Resolution within 4 hours. Claims without video proof cannot be accepted as per FSSAI guidelines.
8. Export Orders – B2B
- Countries Served: UAE, Singapore, Malaysia – MOQ 100 KG
- Lead Time: 7-10 days. Includes processing, blast freezing at -18°C, and export documentation
- Incoterms: FOB Kakinada Port or CIF to destination
- Documents: We provide FSSAI, MPEDA, and Health Certificate
- Payment: 50% advance, 50% before shipment. For quotes: exports@urbanfresh.co
9. Order Tracking
- Real-time: Track in App: Boat → Processing → Dispatch → On Road → Delivered
- SMS Updates: You will receive SMS at 4 key stages
- Delay Alert: For delays over 2 hours, ₹50 Urban Cash voucher will be auto-credited
10. Customer Responsibilities
- Keep your phone reachable during the delivery window
- Transfer perishable items to refrigerator/freezer immediately. Store at 0-4°C for 24 hours or freeze for up to 1 month
- Inform us in advance of any apartment gate restrictions
- Check product descriptions for allergens before ordering. Urban Fresh is not liable for allergic reactions
11. Contact for Delivery Issues
Delivery Support: 9:00 AM – 9:00 PM, All days
Phone: +91-XXXXXXXXXX
WhatsApp: +91-7981848884 – For fastest response
Email: delivery@urbanfresh.co
Grievance Officer: grievance@urbanfresh.co
Registered Address:
Villageguru Innovations Pvt Ltd,
Vodalarevu Village, Amalapuram,
East Godavari Dist, Andhra Pradesh – 533210