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Frequently asked questions

  • What is the IOU Payment Option?

    Given the current cash crisis, we have introduced a convenient payment method called IOU where you can buy now but pay us later. You can choose this option if you do not have online payment facility, Cash or Check. The IOU Payment (short form for I Owe You) is as simple as it sounds - simply sign in the invoice bought to you acknowledging that you will pay us later, we will automatically add this amount as a receivable against your online account and you can pay us the next time you order or arrange for wiring us the money in the future. This option is available only for orders less than INR 600, you can choose the IOU Payment option at the time of ordering as a separate option similar to Online Banking or COD. This option will only appear for orders less than Rs 600.


  • Why do you say you that your products are chemical-free?

    Our core mission is to provide chemical-free, unadulterated food to consumers. We take great pains to ensure that we go directly to the fishermen or farmers without any middlemen in between and buy the freshest of fresh food straight from the source. Further, we follow the most modern & scientific transportation and packaging processes from source till your door steps. This ensures that the required temperature and other conditions for healthy preservation of meats is met using nothing but natural ice as the preservative


  • Are there really chemicals used in fish available locally? Come 'on thats just your sales pitch, i don't believe it!

    How we wish that were true! We have observed that a large percentage of the fish available in the local market has Ammonia in them. A smaller percentage has Formalin. Please see What is Fresh to understand the story of a fish before it reaches your plate


  • How can you confidently say that your meats do not have hormones in them?

    We take great care to ensure there are no growth promoters such as hormones, other bad stuff (which is a long list) or antibiotics in the poultry that you buy from us. The growth promoter bit is easy – if you are ready to take a hit on the profit margin and are ok with poultry such as chicken not growing to the largest size before slaughter, then you don’t need to add any growth promoters. In fact most vendors in the market today do not add hormones in chicken and is a common myth. Now we take the concept to the extreme for health reasons and take a hit on the profitability in return for a smaller bird - that is why you see that our whole chicken is only between 1-1.3 kg after cleaning, generally the chicken available in the market would be much bigger. The good news though is smaller chicken is more tender and much more tastier


  • What about antibiotics in the Chicken?

    The antibiotics part in Chicken is a more complicated story. We ensure that we take the broiler chicken from institutional farmers who are FSSAI/HACCP certified and also conduct lab test on each batch of chicken for the presence of antibiotics or other growth promoters. We also closely keep tab on the product to ensure that the final meat is free of antibiotics before it reaches your doorsteps. The devil is in the details, so allow us to explain - Broiler Chicken is not practical to be farmed commercially without any antibiotic use in the early stage of its life cycle.You could actually cause more harm than good by not giving the appropriate medicines/vaccines in the early stage of growth. However in the interest of maximising profits, some of the market vendors over use antibiotics (and also other growth promoters) all the way till the bird is slaughtered. The main way in which this is done is by mixing the antibiotics in the feed and water. What we do differently is to ensure that our farmers follow the withdrawal method - each antibiotic has a well defined half life period, which is the time it gets dissipated from the birds blood stream and body, similar to what happens to human beings when you are sick - the antibiotics from the medicines are in your blood only for a small period of time. Our farmers ensure that no antibiotic are used for a large period of time prior to the slaughter – hence there is no possibility of it coming in to the food you eat. We also ensure that there is natural minerals added in the feed making the chicken more healthier. Additionally our broiler chicken are all reared at the same age to avoid infections which is not the case with the chicken you get from the market. Also our rearing is done in large areas where the cross breed infection possibility is rare


  • What about Ducks or other poultry?

    In the case of larger birds like duck or country chicken, antibiotics are not needed at any stage as they are more sturdier birds and they are reared in a free range fashion


  • Are all your Chicken Free Range?

    No, only the Country Chicken varieties are Free Range birds. The others are reared naturally but not in the open farms which qualify for Free Range rearing


  • Hassle Free huh, how do I order?

    - We currently deliver in Bangalore, NCR, Trivandrum and Cochin. Service to other metros will start shortly
    - Ordering is easy - simply click on the picture of the available fish in the home page, choose desired cut and follow the instructions
    - Our delivery charges are INR 50 (flat) for any delivery. No minimum charge on first time orders, post that the minimum order value is INR 300 for all cities except Delhi where the minimum order value is INR 500.
    - Delivery to all metros will be from the South Indian coasts - Yes, we really do ship by air to Delhi!!


  • What are the cut off times for ordering?

    - Same day delivery is available in Bangalore and you will have the option to choose a morning (7AM-2PM) slot or an evening (4PM-9:30PM) delivery slot. For orders placed before 12:30 PM, the earliest available delivery slot is in the evening, i.e. same day delivery and for orders placed after 12:30 PM and before 6 PM, the earliest available delivery slot is the next day morning. Please note that the desired slot may not be available in certain pin codes or when there is heavy traffic. Always order early to avoid the rush. The available delivery slots will be visible to you at the time of check out
    - In Delhi, Cochin & Trivandrum - orders that are placed before cut off time on any given day will be delivered by 2 PM on the next day, i.e. within around 24 hours. Orders that come in beyond cut off time will be delivered only the day after, i.e. within 48 hours. Cut off times are 12 PM for Delhi and 3 PM for Cochin & Trivandrum


  • How do you manage to deliver it so fresh?

    Simple - we procure the day's catch from fisherman hours after they actually fish and come to the shore. Our well oil-ed processing center ensures that the fresh catch reaches our plants with in no time of the catch landing on the shore. At our delivery end, we have a network of vehicles that pick up the product from the airport/train stations and deliver to your doorsteps. We do not depend on any courier companies and have sourcing and delivery fully under our control - while this is expensive, it allows us to give you the worlds best fish in the fastest time possible from source to destination


  • How fresh is the seafood brought from Freshtohome?

    The fish reaches your home with in a few hours of catch landing from the sea- our estimate is that it is in your kitchen within 20 to 35 hours of catch landing at the harbor. The catch is not treated with chemicals such as formalin, Chlorine or Ammonia, which means what we supply, is the safest and healthiest seafood you can buy. Almost all seafood you find in your local market is invariably treated with one or other chemicals to preserve it. These chemicals are harmful to human beings and actually deprive the seafood of its freshness and natural taste


  • How on time are you guys?

    We have our own logistics and delivery work force, so we have a fair amount of control on our schedules. The two factors that are not in our control are train and airline schedules - our two primary means of supply in to the Cities. However these are extra ordinary situations and barring acts of God, we deliver on time 99.99% of the time


  • Where all do you currently supply?

    We currently deliver in Bangalore, NCR Region, Trivandrum and Cochin. Service to other metros is planned towards the latter half of 2016. Send us an email to customercare@freshtohome.com if you would like to see Freshtohome in your city


  • Does the taste of fish vary from coast to coast?

    Yes, there is a big difference in taste of the same fish caught in one ecosystem versus the other. For example - it is very well known that the best tasting Hilsa actually comes from the fresh waters in Bangladesh. Similarly for Marine fish, some of the best tasting fish comes from the southern coasts of India, especially the Kerala belt where there are a lot of lagoons. The waters there are comparatively pollution free and this enhances the taste. The fish caught from polluted waters will generally have pollutant/toxin accumulation in the tissue leading to bad taste and unsavoury odour. The southern seas in general are well protected from factory effluents and sewage It is also scientifically proven that the taste of the fish is directly linked to the fatty acid and amino acid profiles of the organisms on which they feed on! If the prey has a better nutritional profile, it will contribute to the profile of the predator. For example, Kerala waters are almost free from toxic dinoflagellates and other phytoplankton blooms which make the fish safe and tasty for consumption


  • Why do you charge a delivery charge?

    We provide fish that is a week to 6 months fresher than the fish that you currently get from the market and deliver that at potentially much lower prices than the local market. What this means is that we operate with razor thin margins and for us to break even we need to add a delivery charge based on the location. As our volumes increase, we are hoping we can lower this cost.


  • Are your meats Halal Cut?

    Yes all of our meats are 100% halal cut by human beings in the proper Halal methodology. The primary benefit with the Halal methodology is that the blood is completely let out from the bird which makes the meat stay longer and is more healthier


  • Online Payment

  • What are the payment options supported?

    FreshToHome use trusted HDFC Bank backed payment gateway system, which supports online payment methods like online bank transfer (Net Banking), credit cards and debit cards.


  • Is my credit card information safe on your site?

    Yes. We do not store credit card details in our system. All online payment related transaction are carried out using trusted HDFC Bank backed payment gateway system.


  • Under what name will my transaction appear on my credit card statement?

    Your purchase will be charged under FRESHTOHOME


  • If I pay by net banking / Credit Card / Debit Card, how long will it take for my account to be debited?

    After a successful transaction, your account will get debited immediately.


  • While I was paying by net banking, my ‘session expired’. Say what?

    This happens, simply, when you take too long to make the direct debit payment and do not manage it in the specified amount of time. Go back to the FreshToHome.com site and you wil be presented with a page to re-attempt the online payment or convert the order to Cash on Delivery (COD) option.


  • I made a successful payment by net banking but the system says that the ‘verification has failed’. Now what?

    To place a successful order, your payment transaction has to get verified successfully at your bank’s direct debit gateway. The verification can fail because of various reasons. If you made a successful payment but the verification failed, do not worry. The amount debited from your account will get credited back within 7 working days.


  • What if the transaction fails while I am paying online using any payment method?

    Go back to the FreshToHome.com site and you wil be presented with a page to re-attempt the online payment or convert the order to Cash on Delivery (COD) option.


  • I cancelled my order which was made using online payment option (Credit Card/Debit Card/Net Banking). How will I get my money back and when?

    The account that you used for payment will get credited with the refund amount within 7 working days.


  • My bank is not listed in online payment option, how can I pay?

    You can use any Visa / MasterCard Credit Card to pay. In case you don’t have a credit card you could use Cash On Delivery option.


  • Will I be charged any additional fee for using online payment option?

    No.


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