Registration Process :

How can I register on the website?

You can register by clicking on the "Register" link at the top right corner of the homepage. Please provide the information in the form that appears. This information is taken to ensure smooth delivery & you can surf easily on the website. You can review the terms and conditions, provide your payment mode details and submit the registration information.

Are there any charges for registration on the website?

No. The registration process is absolutely free on Orgenik.com

Do I have to necessarily register to buy on Orgenik.com?

You can surf and add products to the cart & buy products without registration, but only registered buyers will be able to checkout and place orders. Registered customers have to be logged in at the time of checking out the cart, they will be prompted to do so if they are not logged in.

Can I have multiple registrations?

For Each email id and Mobile number can only be associated with one Orgenik.com account.

Can I add more than one delivery address in an account as my multiple locations of office or residence?

Yes, you can add multiple delivery addresses in your www.orgenik.com account. However, remember that all items placed in a single order can only be delivered to one address. If you want different products delivered to different address you need to place them as separate orders for instance if you are making a purchase for your one address delivery than you can’t add products to be deliver on other address than yours.

Can I have multiple accounts with same mobile number and email id?

NO, you can have only one account on each email id & open an account on phone number associated with www.orgenik.com

Can I have multiple accounts for members of my family & friends with different mobile numbers and email addresses but common delivery address for all?

Yes, you can have that as we do understand the importance of time and the toil involved in shopping groceries. Up to three members in a family & as many friends can have the same address provided the email addresses and phone numbers mentioned & associated with the accounts are unique.

Can I have different city/ local addresses under one account and still place orders for multiple cities/ states/ locations?

YES, you can place orders for multiple cities & locations or add as many addresses for delivery.

Account Related:-

What is My Account at www.orgenik.com?

My Account is the section which is created after you reach log in at www.orgenik.com. My Account allows you to track your active orders & returns, credit note details as well as see your order history and update your contact details, it also tells you about the pending orders in your cart & offers on the same.

How do I reset my password online at www.orgenik.com?

Firstly, you need to enter your email address on the Login page and click on forgot password. A prompt message will ask you to reset the password through email or OTP sent on the mobile. An email with a reset password link will be sent to your email address, alternatively a text message with OTP will be sent on your mobile, depending on what you have selected to change the password. With this, you can change your password. In case of any further issues please contact our customer support team.

What are credit notes & where can I see my credit notes or offers for me?

Credit notes & offers are the amount of money which you have pending in your www.orgenik.com account to use against future purchases & also offers. This is calculated by deducting your total order value minus undelivered value & offers are those which are customized for you, looking to your order history with us. You can see this in "My Account" under credit note & offers encashing.

What is My Shopping List & Cart?

My Shopping List is a comprehensive list of all the items you have added in the cart or previously ordered by you on www.orgenik.com. This enables you to shop quickly and easily in future & also you can keep a track of your orders & offers.

Payment:-

What are the modes of payment on the website?

You can pay for your order on www.orgenik.com by using the following modes of payment:

  1. Cash on delivery. (on selected pin codes)
  2. Credit and debit cards (VISA / Mastercard / Rupay / PayTM / Phone Pe)
  3. Sodexo passes on delivery (only for food items/ offer cards & discount cards)

Are there any other charges or taxes in addition to the price shown? Is GST added to the invoice?

The GST is applicable to most of the items, However, GST will be applicable as per Government Regulations.

Is it safe to use my credit/ debit card on www.orgenik.com?

Yes, it is absolutely safe to use your card on www.orgenik.com. A recent directive from RBI makes it mandatory to have an additional authentication pass code verified by VISA (VBV) or MSC (Master Secure Code) which has to be entered by online shoppers while paying online using visa or master credit card. It means extra security for customers, thus making online shopping safer. The OTP will be sent on each transaction, which makes it a secure payment on the website and has no chance of unsafe transactions.

What is the meaning of cash on delivery / COD?

Cash on delivery means that you can pay for your order at the time of order delivery at your doorstep. However, in www.orgenik.com there are selective pin-codes for the same.

If I pay by credit card or internet banking or debit card or any Pre-paid payment mode how do I get the amount back for items not delivered by Orgenik.com?

If we are not able to delivery all the products in your order and you have already paid for them online, the balance amount will be refunded to your Orgenik.com account as store credit and you can use it at any time against your future orders. Should you want it to be credited to your bank account you will be directed to our customer support team and we will refund it back on to your card/ bank etc.

Where do I enter the coupon code?

Your order is eligible for Coupon Code when you have selected the offers available. Once you are done selecting your products and click on checkout you will be prompted to select delivery slot and payment method. On the payment method page there is a box where you can enter any e-voucher/ coupon code / offer card that you have. The amount will automatically be deducted from your invoice value.

DELIVERY:-

When will I receive my order from Orgenik.com?

Once you are done selecting your products and click on checkout you will be prompted to select delivery slot as per your convenient. The delivery slots are from 9:00 AM to 9:00 PM. Your order will be delivered to you on the day and slot selected by you.

If we are unable to deliver the order during the specified time duration (this sometimes happens due to unforeseen circumstances & situations) we will give you a special offer or credit 5% of your order value to your Orgenik.com account.

How are the fruits and vegetables packaged?

Fresh fruits and vegetables are handpicked, hand cleaned and hand packed in reusable plastic trays covered with cling. We ensure hygienic and careful handling of all our products. These crops, fruits & vegetables are directly sourced & packed by Orgenik.com. We have taken all measure for cleaning it so there is no germs on the same,

How are the fruits and vegetables weighed?

Every fruit and vegetable vary a little in size and weight. While you buy, we show an estimated weight and price for everything priced by kilogram / pieces or quantity. At the time of delivery, we weigh each item to determine final price. This could vary by 5% at maximum. Therefore, if you have bought for something that costs Rs. 100 per kg, and we delivery 1.5 kg of the product to you (e.g. cabbage, pineapple), you will still be charged a maximum of Rs. 105. In case the weight of the product is lesser than what you ordered; you will pay correspondingly less.

How will the delivery be done by Orgenik, and will it be home delivered or there will be collection centres too?

We have a dedicated team of delivery personnel and a fleet of vehicles operating across the nation which ensures timely and accurate delivery to our customers. YES, we deliver each product at your specified address be it an office or residence. YES, we will have collection centres too where you can collect your order by showing the order receipt.

How do I change the delivery info (address to which I want products delivered)?

You can change your delivery address on our website once you log into your account. Click on "My Account" at the top right-hand corner and go to the "Update My Profile" section to change your delivery address. You can also mention multiple delivery addresses & every time on order can select the respective one you want.

How much are the delivery charges at Orgenik.com? does it vary in product to product?

The delivery charges are as per the Kilogram i.e. weight of the products bought. Also, it depends on the Order Value. We have a minimum order value quantity slabs for delivery.

Do you deliver in my area,? How do I Know whether my area is eligible for delivery or not?

You will be able to check this detail at the time of checkout when you enter the address and pin code of your area. If we are unable to deliver in your area - we will inform you before checkout. Area Pin codes are there in the system and you get to know immediately as you enter your pin code.

What if my order delivery gets delayed, will someone inform me, how will I Know?

There are instances when the order gets delayed, due to non-availability of the stock etc. In case of a delay, our customer support team will keep you updated about your delivery. Additionally, 5% of the order value will be credited to your Orgenik.com account wallet, which can be used in your next order.

What is the minimum order for delivery?

There is no minimum order for delivery but we charge a nominal delivery charge on all orders, except orders above Rs.1200 that is free.

Note:

For Contactless Delivery is Free (No additional delivery charge).

For Orgenik.com Premium members is free.

For buyers profile more than Rs.20,000/- purchase in a quarter – delivery is free.

Do you do same day delivery?

YES< We do same day delivery provided you place your order before 11 AM on the day you want delivery. Please note that we do same day delivery in Ahmedabad, Surat, Mumbai & Pune. Subject to availability of product in your City.

What is Same Day Delivery?

Orgenik.com has same day delivery option in many cities & pin codes. All you have to do is order before 11 AM and we will deliver it to you the same day evening*. Any order placed after 11AM will be delivered the next day in the slot chosen by you. For example, if you place the order before 11 AM you have options to choose from either 4:30 pm to 7:00 pm or 7:30 pm to 10 pm slot. But if order is placed after 11 AM you will receive it the next day in the slot chosen by you. Please note that we do same day delivery in selected cities and areas depending on the availability of the slots. Subject availability of product in your City.

What is contactless delivery?

At the time of checkout, customers can opt-in for a contactless delivery option is Free (no additional delivery charge). We highly recommend you pre-pay for the order to fully utilize this service. This would be added to the delivery charge on your bill. If you choose this option, our delivery executive will safely pack your order in paper bags, leave the bags at your doorstep, ring the bell and leave. Customers are requested to come out and get the bags immediately. This is also known as Pre-paid delivery. You can also maintain an amount in your Orgenik.com wallet.

Note: If there are items that cannot fit in bags e.g. broomsticks, we will leave them outside your doorstep on the surface or deliver as it is. It won’t be wrapped or packed with some packaging material.

Is Contactless Delivery option available on the Android App & Apple Store both?

YES, this option is available on our Android and iOS Apps, website and the mobile site.

What if I forgot to choose Contactless Delivery option during checkout? Can I opt-in for it later via customer support?

No, At this time, customers can only opt-in for contactless delivery during checkout, not later. But we are working towards enabling that soon. You being a member of our website shall receive updates in email if you have opted for the same. Or you can keep checking this place too.

Can I opt-out of contactless delivery?

Sorry, currently, opt-out is not available. That is if during the checkout you have opted for contactless delivery, it cannot be reversed. However, soon we will enable the same for our premium customers in first phase.

Order Related:-

What are delivery slots at Orgenik.com, do you have after office slots also?

Delivery slots are time slots during which you will receive your order.orgenik.com currently offers 3 delivery slots each day. These are:

9:00 AM to 12:00PM

12:30 PM to 4:00 PM

4:30 PM to 8:00PM

And soon we will start early mornings & late evenings delivery slots also.

How can I check availability of next slot before placing order?

Once you log in to your account in Orgenik.com, you will notice that on the right side of the website, under *My Cart* / *My Jute Bag* the next available slot in which you can order will be displayed.

Can I change my order delivery slot after placing the order on the website Orgenik.com?

Delivery slot cannot be changed once the order is placed. In case of an urgent requirement of change of slot you will have to drop an email or contact our customer support team and we will try our best to accommodate your request.

How do I add or remove products after placing my order?* Or can I do so?

You cannot modify your jute bag after placing the order. Once you have placed your order no changes can be made. If you have done some wrong buying then you need to please contact our customer support team for any modification of order.

How long will my chosen slot be blocked for me?

*5 minutes*. After this the slot will be released for other shoppers on the website. Each slot for buyers all over India is blocked for a specific time so that we deliver on time & orders reach us in sufficient time.

Is it possible to order an item which is out of stock or show les in quantity?

No, you can only order products which are in stock. We try to ensure availability of all products on our website however due to supply chain issues sometimes this is not possible sometimes.

How do I check the current status of my order?

The only way you can check the status of your order is by contacting our customer support team or follow the link sent to you at the time f order placed.

How do I check which items were not available from my order? Will someone inform me about the items unavailable in my order before delivery?

You will receive an email as well as SMS about unavailable items before the delivery of your order. (while placing the order you will be prompted a pop-up showing limited stock or out of stock. In case we find the order, items are unavailable, you will get a call & SMS from our end.

Why is there an order cancellation fee on Orgenik.com?

We charge an order cancellation fee to compensate for the slot, time and effort incurred towards processing an order. If you place the order & then cancel it, there is a process involved in doing so at our end which is our backend management. Hence a nominal fee is deducted for cancelled orders. For e.g. ..

Every order placed has to undergo a system driven process as well as a manual process in order to make sure the order reaches our customers on time, every time. For this purpose, a slot is booked for every order that gets placed in our system and the order picking process happens seamlessly. In this entire process we incur labour as well as an opportunity cost on the booked slot. During the event of a cancellation the entire process has to be stopped and reset. This takes up considerable processing time to open the slot yet again for another customer to order.

What You Receive Is What You Pay For

At the time of delivery, we advise you to kindly check every item as in the invoice. Please report any missing item that is invoiced. As a benefit to our customers, if you are not available at the time of order delivery or you haven’t checked the list at the time of delivery, we provide a window of 48hrs to report missing items. This is applicable only for items that are invoiced.

When and how can I cancel an order on Orgenik.com?

You can cancel an order before the cut off time of your slot (1:00 pm for evening slots and 6:00 am for morning slots) by contacting our customer support team or you can also cancel your order from the Customer Service section on the Orgenik.com website.

You can choose to reschedule the order for a different time and date subject to slot availability and skip cancellation charges. Rescheduling is possible only for slotted delivery. Express & Premium Jutebag orders cannot be rescheduled. For prepaid orders the cancellation fee will be deducted from the refund amount and for Cash on Delivery orders, the cancellation charges will be debited to your Orgenik.com jutebag. In your next order, it will be added as an additional charge.

Customer Related:-

How do I contact customer service?

Our customer service team is available throughout the week, all seven days from 7 am to 10 pm. They can be reached at wecare@orgenik.com

What are your timings to contact customer service?

Our customer service team is available throughout the week, all seven days from 7:00 AM to 10:00 PM & on chat support 24 x 7, 365 days.

How can I give feedback on the quality of customer service if I have had a word on any product?

Our care support team constantly strives to ensure the best buying experience for all our buyers. We would love to hear about your experience with Orgenik.com Do write to us wecare@orgenik.com in case of positive or negative feedback.

How do I raise a claim or ticket with customer service for any of the Guarantees - Delivery Guarantee, Quality Guarantee?

If you face any issues with price, quality or delivery of products we will take every measure to address the issue and make it up to you. Please contact our customer support team by email / chat / or on call with the details of your order as well as the issue you faced.

Return & Refund:-

We have a "no questions asked in return and refund policy" which entitles all our members to return the product at the time of delivery if due to some reason they are not satisfied with the quality or freshness of the product, however open packets & used items will not be taken back.

We will take the returned product back with us and issue a credit note for the value of the return products which will be credited to your account on Orgenik.com This can be used to pay your subsequent buying invoices.

Return Policy - Time Limits:

1. Perishable goods: Within 24 hours from the delivery time.

2. Other goods: Within 4 days from the delivery date & time.

Other FAQ’s in general :-

Do you have offline stores of Orgenik.com?

NO, we are a purely internet-based company and do not have any brick and mortar stores. However, we have warehouses & stock stores in different locations.

Where can I find current offers/ promotions / coupon codes?

There is a link called *Jute Bag Offer* on the top right-hand side of our website, next to Jute Bag cart options. All products with any discount or promotions are listed under this section.

What do I do if an item is defective or shows expiry date (broken, leaking)?

We have a no questions asked return policy. In case you are not satisfied with a product received you can return it to the delivery personnel at time of delivery or you can contact our customer support team and we will do the needful.

How will I get my money back in case of a cancellation or return of the product at the time of the delivery, if my order is a pre-paid one?* *What are the different modes of refund?

The amount will be refunded to your Orgenik.com Jute Bag wallet to use as store credit in your forthcoming purchases. In case of credit card payments, we can also credit the money back to your credit card. The money will be credited back to your account in 7-10 working days. Please contact customer support for any further assistance regarding this issue.

I am a corporate/ business. Can I place orders with Orgenik.com?

YES, we do bulk supply of products at special prices to institutions such as schools, restaurants and corporates. Please contact as at corporate@orgenik.com to know more.

I'd like to suggest some products. Whom do I contact?

If you are unable to find a product or brand that you would like to shop for, please write to us at wecare@orgenik.com and we will try our best to make the product available to you.

How & where I can give my feedback to Orgenik.com?

We always welcome feedback, both positive and negative from all our customers. Please feel free to write to us at wecare@orgenik.com, or call us on xxxxxxxxxxxx and we will do our best to incorporate your suggestions into our system.

How can I refer Orgenik.com to my friends?

  1. Login to your Orgenik.com account through our website on your desktop or our app on your mobile. (our website is also Mobile friendly).
  2. On Website - Click on ‘My Account’ (top right) and you will find ‘Refer & Earn’ under ‘My Account’ Menu.
  3. On Mobile App – Click on the Sidebar menu (top left) and go to ‘Refer & Earn’.
  4. Use your unique Referral Code to invite your friends and ask them to sign up using your referral code.
  5. On successful registration and delivery of a minimum order worth Rs.500 by your friend, you and your friend earn a wallet credit worth Rs.100. (on bigger orders you get some amazing surprises too.

I’ve got a referral code. How do I use it on Orgenik.com or can I share the code with my family & friends?

  1. Go to Orgenik.com or click the signup link received with the invite and register using your referral code.
  2. Press the signup button and complete your first purchase of minimum Rs.1000
  3. Once your order is successfully delivered, Orgenik will check if all the required conditions are met and within 24 hours both you and your friend will receive Rs.1000 as Jute Bag Wallet credit.
  4. You can use this wallet credit for any future purchases with Orgenik.com.

How many friends can I refer to Orgenik.com?

You can refer up to 50 of your friends to Orgenik and earn a maximum of Rs.5000 as referral bonus. From the 51st invitation, even if the referee completes the transaction of a minimum value of Rs.500 and use the unique referrer code while signing up, the referral bonus will not be credited.

To ensure that users don't get spammed, kindly send invites only to people you are acquainted with.

Where do I get my reward of Rs.100 for each referral?

There is an inbuilt Jute Bag wallet on Orgenik.com for every user. Your referral reward will be credited there so you can use it for any future transactions on Orgenik.com The reward will get credited to you within 24 hours of your friend’s successful order delivery.

Is there an expiry date to my Jute Bag wallet credit?

No, there is no expiry date on the reward amount. Once the money is credited to your Orgenik wallet, it stays there till it’s used. (however, if there is any offer on which you have earned the reward points, then it may have respective validity date.

How do I check my Orgenik.com Jute Bag wallet balance?

You can view your wallet balance and its associated details under "My Jute Bag Wallet" section in "My Accounts" page.