Shipping & Delivery Policy

Everything you need to know about our delivery services

Last Updated: January 2025 | Effective Date: January 2025

1. Overview

Zugaadoo.com is operated by Infinity Enterprises. This Shipping & Delivery Policy covers all delivery services across our platform including food delivery, product shipping, and service provider visits.

We are committed to providing reliable, timely delivery services across our network. This policy outlines our delivery standards, fees, timelines, and procedures for our three main service categories.

2. Service Types & Delivery Methods

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Food Delivery

Fresh meals delivered hot from your favorite restaurants

📦

Product Shipping

Secure delivery of products from electronics to groceries

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Service Visits

Professional service providers coming to your location

3. Food Delivery Services

3.1 Delivery Areas

  • We currently serve major cities across India
  • Delivery zones are clearly marked on our platform
  • Some areas may have limited restaurant options
  • Rural and remote areas may have extended delivery times

3.2 Delivery Times

  • Standard Delivery: 30-45 minutes
  • Peak Hours: 45-60 minutes (lunch & dinner rush)
  • Weather Delays: Additional 15-30 minutes during rain/storms
  • Festival/Holiday: Extended times during special occasions

3.3 Food Delivery Fees

  • Delivery fee ranges from ₹20-₹60 based on distance
  • Platform fee: ₹5-₹10 per order
  • Surge pricing during peak hours (up to 2x normal rates)
  • Free delivery on orders above ₹300 (restaurant-dependent)

Food Safety: All our delivery partners follow strict hygiene protocols. Food is delivered in sealed, tamper-proof packaging to ensure quality and safety.

4. Product Shipping Services

4.1 Shipping Categories

Electronics & Gadgets

  • Standard delivery: 2-5 business days
  • Express delivery: Next business day (select cities)
  • All items insured during transit
  • Signature required for high-value items

Groceries & Daily Essentials

  • Same-day delivery: Within 4-6 hours
  • Scheduled delivery: Choose your preferred time slot
  • Temperature-controlled delivery for perishables
  • Bulk orders may require additional time

Fashion & Lifestyle

  • Standard shipping: 3-7 business days
  • Free returns within 7-14 days
  • Size exchange available
  • Gift wrapping services available

Home & Garden

  • Standard delivery: 5-10 business days
  • Large item delivery: Scheduled installation available
  • White glove service for furniture
  • Assembly services for applicable items

4.2 Shipping Costs

  • Free Shipping: Orders above ₹500
  • Standard Shipping: ₹40-₹100 (weight & distance based)
  • Express Shipping: ₹150-₹300
  • Same-Day Delivery: ₹80-₹200
  • COD Charges: Additional ₹50 for Cash on Delivery

5. Service Provider Visits

5.1 Service Categories

  • Emergency Services: Plumber, Electrician (Same day)
  • Maintenance: AC Service, Appliance Repair (1-3 days)
  • Home Care: Cleaning, Pest Control (Scheduled)
  • Automotive: Mechanic visits (Same day/Next day)

5.2 Scheduling & Timing

  • Emergency services: Within 2-4 hours
  • Scheduled services: Customer-preferred time slots
  • Service windows: 2-hour slots for precise timing
  • Advance booking available up to 7 days

5.3 Service Charges

  • Visit charges: ₹100-₹300 (adjusted against service cost)
  • Emergency call-out: Additional ₹200
  • Multi-service discounts available
  • Parts and materials charged separately

6. Delivery Instructions & Requirements

6.1 Address Requirements

  • Complete address with house/flat number
  • Landmark for easy identification
  • Working phone number for contact
  • Pincode must be serviceable
  • Building/society gate codes if applicable

6.2 Customer Responsibilities

  • Be available at delivery address during estimated time
  • Ensure phone accessibility for delivery updates
  • Provide accurate and complete delivery information
  • Check items immediately upon delivery
  • Report any issues within 2 hours of delivery

6.3 Special Delivery Instructions

  • Contactless delivery available upon request
  • Leave at door option for safe areas
  • Delivery to security/reception acceptable
  • Age verification required for restricted items
  • ID required for high-value deliveries

7. Order Tracking

7.1 Real-Time Tracking

  • Food Orders: Live tracking from restaurant to door
  • Products: SMS and email updates at each stage
  • Services: Service provider location and ETA

7.2 Communication

  • Order confirmation via SMS and email
  • Dispatch notifications with tracking details
  • Delivery partner contact information
  • Estimated arrival notifications
  • Delivery completion confirmation

Track Your Order: Use your order number on our website or mobile app to get real-time updates. You can also contact our customer support for any tracking queries.

8. Failed Delivery Attempts

8.1 Food Delivery

  • Delivery attempted for 10 minutes
  • 3 phone call attempts to customer
  • If unavailable, order may be canceled
  • Refund processed as per refund policy

8.2 Product Delivery

  • Up to 3 delivery attempts at no extra cost
  • Delivery rescheduled within 7 days
  • Customer notification after each failed attempt
  • Return to warehouse after 3 failed attempts
  • Redelivery charges may apply

8.3 Service Provider Visits

  • Service provider waits 15 minutes
  • Rescheduling available without charges
  • Cancellation charges may apply for repeated no-shows
  • Emergency services subject to call-out charges

9. Damaged or Missing Items

9.1 Immediate Inspection

  • Inspect all items upon delivery
  • Report damage/missing items within 2 hours
  • Take photos of damaged packages/items
  • Do not accept visibly damaged packages

9.2 Resolution Process

  • Contact customer support immediately
  • Provide order details and photos
  • Replacement or refund processed within 24-48 hours
  • No questions asked for genuine cases
Important: Claims for damaged or missing items must be reported within 2 hours of delivery. Late reporting may not be eligible for refunds or replacements.

10. Weather & External Factors

10.1 Weather-Related Delays

  • Heavy rain, storms, or extreme weather may cause delays
  • Safety of delivery partners is our priority
  • Customers notified of expected delays
  • Service may be temporarily suspended in severe conditions

10.2 External Factors

  • Traffic congestion during peak hours
  • Road closures or construction
  • Strikes or bandh affecting transportation
  • Festival crowds and celebrations
  • Government restrictions or lockdowns

10.3 Force Majeure

Zugaadoo is not liable for delivery delays caused by circumstances beyond our control, including natural disasters, pandemics, government restrictions, or other force majeure events.

11. Holiday & Festival Delivery

11.1 Service Availability

  • Limited services on national holidays
  • Modified delivery hours during festivals
  • Advance notice provided for service changes
  • Emergency services available 24/7

11.2 Special Occasion Delivery

  • Gift delivery for special occasions
  • Scheduled delivery for birthdays and anniversaries
  • Premium gift wrapping services
  • Personalized messages and cards

12. International Shipping

Currently Unavailable: International shipping is not available at this time. We only deliver within India. We are working to expand our services globally in the future.

13. Customer Support

For any delivery-related queries, issues, or support:

  • 24/7 Helpline: Available for urgent delivery issues
  • Live Chat: Real-time support on website and app
  • Email Support: shipping@zugaadoo.com
  • Order Tracking: Self-service tracking on our platform

Quick Resolution: Most delivery issues are resolved within 4 hours of reporting. Our dedicated support team works round the clock to ensure customer satisfaction.

📦 Shipping Support

Need help with your delivery? Contact our shipping support team:

Infinity Enterprises

📧 Email: shipping@zugaadoo.com

📱 Phone: +91-XXXX-XXXX-XX

💬 Live Chat: Available 24/7 on our platform

⏰ Support Hours: Monday-Sunday, 24/7

Track Your Order: Visit zugaadoo.com/track
Emergency Support: For urgent delivery issues
Delivery Partner: Contact details shared via SMS