Shipping & Returns
How do you ship?
We ship all our orders through UPS or FedEx. The paneer is packed inside an environmentally-friendly insulated box made with recyclable liners, and ice-packs to ensure your paneer arrives at its destination in good condition.
Please note that we do not ship to PO Boxes at this time.
What's in the box? Are your boxes recyclable?
Our custom-designed box includes insulation that is made from materials that either recyclable or compostable. Our box liner is composed entirely of recycled polyethylene terephthalate (PET) material. The same material used plastic water bottles. They can be reused or recycled with plastics. We use Enviro Ice’s eco-friendly ice pack that can be recycled as plant food. The gel from the ice-packs can directly be poured into the soil of indoor or outdoor plants. They can also be diluted with water to flow more easily.
Our unboxing experience also includes recipe cards made in collaboration with creative chefs, bloggers from all over the country.
How much is shipping?
We have a flat $18 shipping for orders under $75, orders over $75 qualify for free shipping.
Why do we have a minimum order?
We have a 4 unit minimum for orders placed on our website. Our products are perishable, so we ship them with an insulated liner, ice-packs, and ship them such that they get to you in 2 days or less. All our shipping materials are environmentally friendly, our liners are made with recycled bottles and our ice-packs can be used as plant food. Our packages are hand-packed by our own team in the San Francisco Area. All of these present a relatively high fixed cost, and having a minimum order amount, makes it economically viable for us to be able to ship to our customers nationwide.
How quickly will my order ship?
Due to the perishable nature of our paneer, we ship out all our orders Monday - Tuesday to account for unforeseeable shipping delays. Shipping earlier in the week helps mitigate the potential for the product to be held in a shipping warehouse over the weekend. Due to labor shortages and covid-related restrictions, please allow for 1-2 weeks for orders to be shipped from when they are placed. Once shipped, you should receive your order within two days.
How can I track my package?
When your orders are shipped, you’ll automatically get an email with the UPS or Fedex tracking information.
My tracking information says delivered, but it never arrived.
We're sorry about this. We want you to get your package as quickly as possible.
Please wait for a few hours or until the next business day, as sometimes the tracking can show the package was delivered before the carrier actually makes the delivery.
In the event, you cannot locate your package, please contact us via email at email@example.com and we’ll be happy to assist you.
If you find your order, please refrigerate the products as soon as you are able to and keep them refrigerated at least 6-8 hours before consuming.
Don’t forget to add the insurance coverage to your package before purchase.
My gel packs were melted by the time the package arrived. Is paneer still safe to consume?
We use insulated packaging and frozen gel packs to ensure the quality protection of our paneer. The insulated liners and frozen gel packs are designed to maintain temp for over 72 hours, and keep the paneer cool during most of the shipment. However, depending on external weather conditions the temperature inside the packaging may become ambient near the end of the journey. If you do receive the shipment in ambient or warmish temperature, please refrigerate the product overnight (or at least 6-8 hours) before trying it.
Here are some other things we suggest to look for to determine if the product is still good:
- Visual Test- Vacuum package/plastic seal around the paneer itself: Is the seal intact and not super loose or bloated? If it is tight, then the product should be fine.
- Smell Test - Does the product have a foul/pungent vinegary smell or taste? If not, then the product should be fine. If yes, then the product should be composted.
My package is lost, stolen, or delayed. What can I do?
Our priority is to make sure you receive your package in a timely manner, however, we cannot prevent, nor can we take responsibility for, delivery delays that are the result of Inclement weather, the incorrect delivery address provided with an order, or for the package being lost or stolen.
To fill in this gap and offer peace of mind, we've partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout for a small fee.
If your shipment arrives compromised or later than expected, please just send a photo of the damaged product, and we will ship a brand new package on the next delivery date. Just don’t forget to add the insurance coverage to your package before purchase.