FAQ

Frozen Food Delivery — Frequently Asked Questions

Packaging & Cooling

How do you keep your products frozen during delivery?

Every ADC Foods order is packed in an insulated box lined with thermally reflective material. Products are surrounded by dry ice or gel ice packs (depending on route distance and season) to maintain a low temperature throughout transit. The box is sealed before handoff to our delivery partner.

Delivery Cities & Timing

Which cities do you currently deliver to?

We currently deliver to select pin codes across Pune. Delivery availability is confirmed at checkout when you enter your pin code. If your area is not yet serviceable, you can join our waitlist from the checkout page.

What are the delivery time windows?

Orders placed before our daily cut-off are dispatched the same or next business day. Delivery windows are shared by our logistics partner via SMS/WhatsApp once your order is out for delivery. We recommend being available to receive the parcel promptly, as frozen shipments should not sit at ambient temperature for extended periods.

Can I schedule a specific delivery slot?

Scheduled slots depend on the logistics partner servicing your pin code. Where available, you will see slot options at checkout. If no slots are shown, delivery will occur within the window communicated by the courier.

Warm or Thawed Arrivals

What should I do if my parcel arrives warm or partially thawed?

Please follow these steps immediately upon receiving the parcel:

1. Photograph the sealed box before opening it, showing the outer condition.
2. Open the box and photograph the products — show the state of the ice packs and the product packaging.
3. Check the product texture. Products that are still cold to the touch and show no off-odour may be placed in the freezer immediately and consumed as normal.
4. Contact us within 24 hours of delivery via WhatsApp or email (details below) with your order number and the photos.

Please do not consume products that appear fully thawed, have an off-odour, or show signs of leakage. Your safety is the priority.

How do I report a temperature issue?

Reach us through any of the following channels within 24 hours of delivery:

• WhatsApp: Message us at our store WhatsApp number
• Email: Use the Contact Us page on our website

Please include: your order number, delivery date, photos of the outer box and products, and a brief description of the condition on arrival.

Replacements & Refunds

What is your policy for damaged or incorrectly delivered orders?

We review each report individually. Where we determine that a product arrived in an unacceptable condition due to a packaging or logistics failure, we will offer one of the following resolutions at our discretion:

• A replacement shipment of the affected items, or
• A store credit or refund to your original payment method for the affected items.

Resolution is subject to photo evidence being submitted within 24 hours of delivery. We are unable to process claims raised after this window.

How long does a refund take to process?

Once approved, refunds are initiated within 2–3 business days and may take an additional 5–7 business days to reflect, depending on your bank or payment provider.

Storage After Delivery

How should I store the products once they arrive?

Transfer all frozen products to your freezer as soon as possible after receiving the parcel — ideally within 30 minutes of delivery. Store at or below −18°C for best quality. Do not refreeze products that have fully thawed.

What is the shelf life once stored correctly?

Best-before dates are printed on each product pack. Consuming products before the printed date, stored at the recommended temperature, ensures the best flavour and texture.

Can I refrigerate instead of freeze?

Our products are designed to be stored frozen. Refrigerating them will significantly reduce shelf life. Consume refrigerated products within 24 hours and do not re-freeze after refrigerating.