COVID-19 Frequently Asked Questions
Do you support contact free delivery?
Yes - all delivery personals are provided with gloves, masks and bags to allow contactless delivery. We also support customers receiving goods in bags or boxes they have provided, placed outside your doorstep. Customers are also welcome to remove items from the crates into bags if they would prefer. If you have any concerns about your delivery, please call our Customer Happiness team to discuss.
Can I leave specific instructions about how to deliver to me?
Yes - all orders have the option of adding 'special instructions' for your order, and these will be seen by your driver before they make delivery. You can add these instructions as you checkout, or afterwards via email.
Do you have buying limits on any products?
Some products have purchase limits so that we can help ensure supply for as many customers as possible. You will be notified of any limits when you try to add items to your basket. We are reviewing item limits regularly - please contact our Customer Happiness team if you need support regarding this
Can I get missing items redelivered?
If you do not receive an item, that is usually because we did not receive it to deliver to you. Therefore we we will unfortunately not be able to redeliver any replacements for missing goods. You will be contacted on the day of your delivery about any missing items or substitutions, but if you believe you have missing items that we do not know about please contact us by email - email@example.com.
What are your order deadlines?
Our producers need a bit of time to get your fresh food ready, but order before Friday 10:00 PM midnight to get your delivery for Sunday of the following week.
Is there a minimum spend?
Yes, we have a minimum spend of Rs.200 for all deliveries.
What do you charge for delivery?
Delivery is free for all orders over Rs.200.
What if there is an emergency and I can’t accept my delivery?
We appreciate that things can come up unexpectedly. If you’re stuck with an urgent situation, please give us a quick call on +91 70589 33931 or email firstname.lastname@example.org and we will do our best to help out.
How and when do I pay?
We accept all major credit and debit cards at the time of ordering. Your card will be charged at the time of checkout.
What happens if something I ordered isn’t available?
Most of the time, your order will arrive as expected - but there can be times where an item isn’t ready to be picked, or fruits isn’t around to be pack, for example. Where possible we'll always try and find the closest alternative -such as green apple instead of red. When something is unavailable or we've made a substitution, we will be in touch to let you know and provide the relevant compensation. If you're unhappy with the substitution, just let us know and we can provide a refund for the original item.
It looks like I have been charged but order is not confirmed?
Due to some technical issue with our payment gateway it might happen that your money has been deducted but order confirmation not received. In this case we request to email us your transaction details at email@example.com. If you have any further questions about this please contact Customer Happiness asap on +91 70589 33931.
A product I like is not available
Unfortunately, because we work with small producers and with produce that can be seasonal, we can’t guarantee that a particular product will be available all of the time. For most produce we have alternatives which are very similar and hopefully they’ll find a way into your heart too!
Do you deliver to me?
We deliver to most of Pune city major areas , and we’re currently adding expansion further outside of this area. Please contact us at firstname.lastname@example.org if your area is not currently serviceable , we will try our best to serve you soon.
Do you deliver to work addresses?
Yes, we do! If you’re ordering to a work address, please add special instructions to confirm your workplace so our SubBoxer can find you. Please ensure that someone will be available in person to receive the delivery.
Can I choose my delivery day and time?
No, we have fixed delivery slot and day , on Sunday between 03:00 PM to 09:00 PM, in case you prefer to have prior delivery time from this slot, please mentioned it as “special instruction” at the time of checkout. We will try our best to deliver as per your preference.
What will you do with my shopping if I’m not in?
We organize timeslots for all of our deliveries, and need you to be in for this. Failed deliveries add to food waste, and we cannot leave products as we must ensure that products are kept at a safe temperature, and not tampered with before you receive them. Please ensure to get in touch as soon as possible by phone or email if you think you won't be able to make your delivery slot.
Do I have to let the delivery driver into my house?
No. We support contactless deliveries and all drivers will be happy to leave your food in bags or boxes (or without!) outside your property if you prefer.
Payments & Refunds
How and when do I pay?
We accept all major credit and debit cards including VISA, Mastercard, American Express and Net banking, UPI payments. Funds are authorized at the time of checkout. You will be contacted by email and SMS if there is an issue with your order.
Why do you charge in advance?
We’re pioneering a new food system where producers and customers both get the very best of what’s on offer, and part of this is guaranteeing a sale for our farmers, producers and food-makers. Typically, farmers are asked to deliver their food without payment, and then they have to wait for weeks - sometimes months - to be paid
With SubBox, your order is sent through after the deadline for your delivery day passes(i.e. Friday of every week), and your card is charged at same time to make sure our hard working producers can run a healthy business. Everything is picked or made to order, but if the worst happens and something doesn’t arrive, we will refund you straight away.
Why do you need some personal details for payment?
We use an innovative payment system from our pay provider, Razor Pay. This is what enables us to get your payment to farmers and producers directly. We do need some information that helps Razor Pay to combat fraud.
What is your refunds policy?
We have a no quibble refund policy, so if a part of your order is missing, damaged, poor quality or not what you ordered, we really want to know about it. Feedback is important for us to improve, and pictures of labels o poor quality items help us to show our producers or packing team what went wrong, so please include them if you can. We can then refund you right away, or give you a voucher to cover the cost of the item.
How are refunds managed?
Refunds are paid back to the original payment method saved to your SubBox account, and are processed by our payment provider, Razor Pay. This takes 5-10 business days after the refund is processed by our Customer Happiness team.
How do I reset my password?
If you need a new password, there is a 'Forgotten password?' link on the sign-in page. Click on this, enter your email address, and then follow the instructions in the reset email.
I think I’ve found a problem with the website; what should I do?
Please email us details, ideally with a screenshot to email@example.com. Thanks for your help!
How do I give feedback on the website or mobile site?
Please email us at: firstname.lastname@example.org. We really appreciate your feedback on our websites. It’s a brilliant way for us to find out about what we’re doing right, and also what we still need to look at!
I’d like to be a SubBox producer.
If you make or grow fresh and tasty food, we’d love to hear from you! We have a set of guidelines for all our producers which focus on sustainability, environmental farming practices, organic methods, and of course, quality and taste. To find out more about how to sell your produce with SubBox, drop us a line at email@example.com.
Do you offer wholesale prices?
We do have plans to expand into the business-to-business world in the future, but we aren’t able to offer wholesale prices just yet. Not many of our producers are able to support bulk orders at the moment, but as we grow, we hope they will too - and we know it will be delicious!
Can I suggest a product?
Yes, we love suggestions! Please email us at: firstname.lastname@example.org Our Producer Team are always on the hunt for new and interesting foods, so if there’s something you’d like to see on the website then please let us know.
What do you mean by “local”?
For us, local means that the food you order is grown or produced near our Hub. Then delivered direct to us from our farmers and food makers. When you buy local food, you’re directly supporting small farmers and family businesses who care about getting you the best food they can make (or grow) - and it hasn’t travelled as far, so it’s much fresher, tastier and healthier.
One challenge of staying super-local is that there are some essential fruit and veg that just don’t grow locally, like apples, and citrus fruit. But whatever the food, we will always stay as close to home as possible, and we’ll be transparent along the way, so you can make an informed decision about what you want to buy.
Why is some of your food not organic?
We love organic food- and we think organic is a better approach for both farms and food producers, since it is respectful of the land, people and animals involved. But we also believe that small and local means better, fresher food, so we take a wider approach with everyone involved in sustainable food production - not just those certified as organic. We think knowing exactly who is behind your food is just as important.
Where is the company based?
SubBox operates out of our hub in Pune. Our register office is located at Sarang G 504, Nanded City, Pune 411 041.