Shipping policy

Orders & Shipping

Welcome fam. Every jar of our crispy chili oil is crafted in small batches and packed with precision. To ensure complete transparency from our kitchen to your table, please review our comprehensive ordering, fulfilment, and shipping guidelines below.


1. Order Placement, Pricing & Payment

  • Order Confirmation: Once you place an order on our website, you will immediately receive an order confirmation via email and/or WhatsApp containing your order summary and GST-compliant invoice details.

  • Strictly Prepaid Orders: We accept all major UPI apps (GPay, PhonePe, Paytm, etc.), credit cards, debit cards, net banking, and digital wallets through our secure payment gateway. We do not offer Cash on Delivery (COD) at the moment. Because our condiments are made in small batches and shipped in heavy glass packaging, prepaid fulfilment ensures faster dispatch and eliminates transit waste.

  • Retail Purchase Limits: To ensure fair availability of our small-batch products, Twine reserves the right to limit the quantities of any variant purchased per person, per household, or per order. For bulk, corporate gifting, or HoReCa (Hotel/Restaurant/Café) inquiries, please contact us directly.

 

2. Order Processing, Batch Freshness & Dispatch

  • Fulfilment Facility: All orders are inspected, hand-packed, and dispatched directly from our FSSAI-licensed commercial facility in Sector-69, Transport Nagar, Noida, Uttar Pradesh.

  • Standard Dispatch Timeline: Orders are processed and dispatched within 24 to 48 business hours (Monday through Saturday, excluding Sundays and national/public holidays). Orders placed after 2:00 PM IST begin processing the next business day.

  • Small-Batch Production Delays: Because our condiments are made in small batches using fresh aromatics, cold-pressed oils, and specialty chilies, high-demand periods may occasionally require an additional 1 to 3 business days for fresh batch preparation and safety stabilization before dispatch. In such cases, we will notify you proactively.

 

  • Order Modifications: Address changes, phone number updates, or item modifications can only be accommodated before the order is manifested and handed over to our courier partner. Once a tracking number is generated, routing details cannot be altered.

 

3. Packaging Standards, Seal Integrity & Natural Oil Behaviour

  • Multi-Layer Glass Protection: Our condiments are housed in food-grade glass jars sealed with airtight black lug caps. To withstand domestic transit, every jar is secured in heavy-duty protective cushioning and high-strength corrugated outer boxes.

  • Tamper-Evident Vacuum Seal: Every jar leaves our facility with an intact vacuum seal and exterior tamper sleeve. Do not consume the product if the glass is cracked or the security seal is broken upon arrival.

  • Natural Oil Separation & Thermal Expansion:

    • Separation: Because our products are 100% natural and free from artificial emulsifiers, the cold-pressed oil and solid chili/herb sediment will naturally separate during transit. Stir thoroughly with a clean, dry spoon before every use.

    • Thermal Seepage: During peak summer months in India, high temperatures inside transit vehicles can cause natural thermal expansion inside the jar, occasionally resulting in minor oil moisture around the cap threads. As long as the glass is intact and the cap is tightly sealed, the product remains 100% safe and shelf-stable.

 

4. Shipping Coverage, Timelines & Charges

  • Logistics Partners: We ship pan-India across 20,000+ pin codes via trusted third-party logistics providers (such as BlueDart, Delhivery, Xpressbees, and DTDC), automatically assigning the fastest serviceable courier for your pin code.

  • Shipping Rates & Free Shipping:

    • Orders above ₹799: Enjoy FREE standard shipping across India (calculated on the final cart value after applying any discount codes).

    • Orders below ₹799: Standard shipping charges are calculated dynamically at checkout based on your delivery pin code and the total weight of the glass jars in your cart.

  • Estimated Transit Timelines (Post-Dispatch):

    • Delhi-NCR: 1 to 3 business days.

    • North India & Major Metro Cities (Mumbai, Bengaluru, Hyderabad, Kolkata, Chennai, Pune): 3 to 5 business days.

    • Rest of India (Tier-2 & Tier-3 Cities): 5 to 7 business days.

    • Northeast India, J&K, Himachal Pradesh, Andaman & Nicobar, and Remote Pin codes: 7 to 10 business days.

 

  • Force Majeure Delays: Delivery timelines are estimates provided by our courier partners. Twine is not liable for unforeseen transit delays caused by severe weather (monsoons/floods), highway blockages, regional strikes, airline offloading, or peak festive season courier congestion.

 

5. Tracking, Delivery Attempts & RTO (Return to Origin)

  • Real-Time Tracking: Once dispatched, you will receive a tracking link via Email, SMS, or WhatsApp. Please allow up to 24 hours after dispatch for tracking statuses to become active on the courier portal.

  • Delivery Attempts: Our courier partners will make up to three (3) delivery attempts. The delivery agent will contact you via phone or SMS prior to arrival. Please ensure your phone is reachable and someone is available to receive the parcel.

  • Failed Delivery & Return to Origin (RTO): An order will be marked as RTO and returned to our Noida facility if:


The customer provides an incomplete, incorrect, or unserviceable address/phone number.

    1. The recipient is unreachable or unavailable across all three delivery attempts.

    2. The delivery is refused at the doorstep.

 

  • Re-Shipping & RTO Deductions: Because food items and fragile glass logistics incur two-way courier penalties upon failure, if a prepaid order returns to us due to customer unavailability or incorrect address details, we can either re-ship the order upon payment of a standard re-shipping fee, or issue a refund after deducting two-way shipping and packaging charges.

 

6. Damaged in Transit, Missing Items & False Delivery Scans

  • Inspect Upon Arrival: If the outer shipping box appears crushed, wet with oil, or tampered with at the time of delivery, please note this on the courier's delivery sheet or record it immediately.

  • Damaged / Broken Jars or Wrong Items: In the rare event that your glass jar arrives shattered, leaking due to a broken seal, or if an item is missing from your order, you must notify us within 48 hours of delivery.

  • Mandatory Unboxing Proof: To process a free replacement or full refund for transit breakage or missing items, an uncut unboxing video (showing the intact shipping label clearly, followed by the opening of the box and the damaged jar) along with clear photographs is mandatory. This is required to file transit insurance claims with our courier partners and prevent packaging failure in the future.

  • "Marked Delivered, But Not Received" Disputes: Occasionally, courier agents mark parcels as "Delivered" prematurely or hand them over to building security guards, reception desks, or neighbours. If you receive a delivery confirmation message but have not received the package:

    1. First, check with your building security, reception, or household members.

    2. If the parcel is still missing, you must notify us within 48 hours of the delivery notification. Courier partners legally close their Proof of Delivery (POD) investigation windows after 48–72 hours; claims raised after this period cannot be investigated or refunded.

  • How to Raise a Claim: Send your Order ID, uncut unboxing video, and photographs to knockfoods@gmail.com (or via our official WhatsApp support line). Verified claims are resolved within 24–48 business hours via an immediate replacement dispatch or a full refund to your original payment method.