Shipping policy
SHIPPING & COLD-CHAIN POLICY
Traya Dairy ships fresh, perishable dairy products across India. This policy explains our shipping process, cold-chain protocols, timelines, charges, and customer responsibilities. This policy should be read together with our Return, Refund & Cancellation Policy.
1. Shipping Serviceability
We currently ship to the following pin codes / states: [List serviceable regions — e.g., all pin codes within Tamil Nadu; Tier-1 cities including Bengaluru, Hyderabad, Mumbai, Delhi NCR, Pune, Kolkata].
You can check serviceability by entering your pin code on the product page or at checkout before placing an order.
We do not currently ship internationally.
2. Order Processing Time
Orders are processed and dispatched within 24 to 48 hours of order confirmation, subject to product availability and batch production schedules.
Orders placed on Sundays, public holidays, or after the daily cut-off time of [e.g., 2:00 PM IST] will be processed on the next working day.
Fresh batch products (e.g., Palkova) may be dispatched on specific days of the week as per our production calendar, which is displayed on the product page.
3. Cold-Chain & Packaging Protocol
All perishable dairy products are packed and shipped following our cold-chain protocol to maintain product freshness and food safety:
Products are packed in food-grade, tamper-evident primary packaging.
Insulated thermocol or EPE-foam boxes are used as secondary packaging.
Gel ice packs are included to maintain temperature during transit.
Products are maintained at the temperature range specified by our FSSAI compliance protocol (typically 2°C to 8°C for chilled products, 0°C to -18°C for frozen products).
We partner exclusively with courier providers capable of temperature-controlled or expedited express delivery for perishable food.
For deliveries requiring more than 48 hours in transit, dry ice or additional gel packs are used, subject to destination and carrier approval.
4. Delivery Timelines
Delivery timelines are estimates and may be affected by factors beyond our control such as weather, strikes, or logistics disruptions.
5. Shipping Charges
Shipping charges are calculated at checkout based on weight, dimensions, destination, and cold-chain requirements.
Free shipping thresholds, if any, are displayed on the website and may change from time to time.
Additional charges may apply for remote pin codes, premium time-slot delivery, or dry-ice packaging.
6. Order Tracking
Once dispatched, you will receive a tracking number by email, SMS, and WhatsApp.
Real-time tracking is available via the courier partner’s tracking page or by clicking the link in your order confirmation.
7. Delivery Attempts & Re-attempts
Our courier partners will attempt delivery up to 2 times. If delivery is unsuccessful due to customer unavailability, incorrect address, or refusal of shipment, the order may be returned to origin.
Due to the perishable nature of the products, re-shipment of returned-to-origin orders may not be possible, and refunds (if issued) will be adjusted for shipping and cold-chain wastage costs.
Customers are responsible for providing an accurate, complete, and reachable delivery address. Address changes after dispatch may not be accommodated.
8. Receiving Your Order
Please observe the following on delivery:
Inspect the outer packaging in the presence of the delivery person for visible tampering or damage.
If the package appears severely damaged or leaking, refuse acceptance and inform us immediately at info@trayadairy.com or [+91 – 9108213589], with photographs if possible.
Once accepted, open the package within 30 minutes and transfer perishable products to a refrigerator (2–8°C) or freezer (below -18°C) as indicated on the label.
Report any quality concerns in accordance with our Return, Refund & Cancellation Policy.
9. Non-Liability for Delivery Delays
While we take every reasonable step to ensure timely delivery, Traya Dairy is not liable for delays caused by: (a) incorrect or incomplete address provided by the customer; (b) customer unavailability; (c) force majeure events; (d) courier partner operational issues beyond our control; (e) regulatory or customs interventions; (f) weather or natural disruptions. In such cases, we will use reasonable efforts to assist but cannot guarantee delivery within estimated timelines.
