Shipping & Exchange Policy
FishZeltInd Pvt. Ltd.
Registered Office: 121 B. B. Chatterjee Road, Kasba, Kolkata – 700042
Brand Name: LiveFish
1. Shipping Policy
1.1 Service Area
We currently deliver across Kolkata and adjoining localities based on the delivery address provided by the customer at the time of placing the order.
1.2 Dispatch & Delivery Timings
- All confirmed orders are scheduled for dispatch from the next day at 9:30 AM.
- Deliveries are generally completed by 1:30 PM on the same day.
- Our delivery executives follow a fixed route delivery system, wherein all confirmed orders for a particular destination are shipped together and dropped off sequentially on route.
1.3 Shipping Charges
- A flat delivery fee of ₹40 is applicable for all orders within Kolkata, irrespective of order size or distance.
- This charge covers transportation, route management, and delivery handling.
1.4 Shipping Confirmation
- Once your order is confirmed, a confirmation message or call will be made to verify your delivery details.
- Please ensure accurate address and contact information to avoid delivery delays.
1.5 Unsuccessful Delivery
If the customer is unavailable during the delivery attempt, our team will try to contact you. If still undelivered, the order may be rescheduled or canceled at the company’s discretion. Additional delivery charges may apply for re-delivery.
2. Exchange Policy
2.1 Eligibility for Exchange
Customers may request an exchange within 24 hours of receiving the product, provided the issue falls under the following conditions:
- The product has developed a foul smell or spoilage upon delivery.
- A wrong item has been delivered, not matching the product description or image on the website/app.
2.2 Exchange Process
- You must report the issue to our customer support team within 24 hours of delivery via email, call, or WhatsApp, along with a clear photo/video of the product in its received condition.
- Upon verification, our delivery person will visit your address to collect the product.
2.3 Product Verification at Pickup
- The returned product will undergo a weight verification check to ensure quantity and condition match the delivered product.
- Even if the product has been cooked, we will accept the return provided the weight and type of product are verified.
2.4 Replacement Terms
- Once the returned product is received and verified, a replacement of equal quantity and value will be provided to the customer.
- Replacement is subject to product availability. If the replacement item is unavailable, an equivalent value product may be offered or store credit issued.
2.5 Non-Eligible Cases
Exchange will not be applicable if:
- The product has been tampered with, partially consumed, or stored improperly.
- The complaint is raised after 24 hours from delivery.
- The issue arises due to customer’s delay in receiving the product or improper handling after delivery.
3. Customer Support
For exchange or delivery assistance, please contact:
📞 Customer Care: +91-9836319038
📧 Email: lievfishkolkata@gmail.com
🕓 Working Hours: 9:30 AM – 6:00 PM (Monday to Saturday)