Shipping Policy

1. HOW TO PLACE AN ORDER?

You can place orders on our website at www.twofish.co.in.

To place an order, click the "Add to Cart" button next to any product you wish to purchase. Once you have added all products to your cart, click on the "Checkout" button. Thereafter, you need to add your contact details and shipping address. Once the contact information has been entered, you will be taken to the payment page. You can select your preferred payment method and make the payment. That's it!

Once the payment has been processed, you will see the order confirmation page with your order details. You will also receive a confirmation on email and WhatsApp upon placing your order.

Shipping charges vary based on your order value and selected shipping method. Free shipping may be available on orders above a certain amount (as displayed at checkout).

A COD (Cash on Delivery) charge is applicable on all COD orders (amount displayed at checkout).

If a COD order placed by a customer is refused at the time of delivery, the customer will be prohibited from placing any further COD orders on the website. Please note that the COD option is not to be treated frivolously, as impulsive COD orders are wasteful of time, money, and resources, and also a burden on the environment due to unnecessary carbon emissions.

For any queries, you can reach out to us on WhatsApp or via email at info@twofish.co.in.

2. WHAT SHOULD I DO WHEN I RECEIVE MY ORDER?

Even if you intend to use the product later, please open your package within 24 hours of delivery and check that the product condition is acceptable. This ensures you can report any issues within our required timeframe. If the product is opened or used after the 24-hour window, we will not be able to assume responsibility or provide a resolution for any issues that may arise.

3. IS MY ORDER CONFIRMED? I HAVE NOT RECEIVED ANY CONFIRMATION EMAIL.

Once the order is successfully placed, you will receive a confirmation on your WhatsApp and registered email address. If you have not received it, please check your spam folder. If you are not able to find it, please reach out to us on WhatsApp (+91 9510494949) or via email (info@twofish.co.in) with your registered email address, phone number, and the payment screenshot.

4. WHAT TO DO IF MY MONEY HAS BEEN DEBITED BUT THE ORDER HAS NOT BEEN PLACED?

In case there is a failure in payment, please confirm if the information you have provided is correct and that your internet connection was not disrupted during the process.

If your account has been debited even after a payment failure, it is normally auto-credited back to your account within 7-14 business days. If you encounter any further difficulties or have any additional questions, you can contact us via email at info@twofish.co.in. Alternatively, you can also WhatsApp or call our customer care team at +91 9510494949.

Our working hours are from 10:00 AM to 6:00 PM (IST) Monday to Friday (excluding public holidays in Gujarat, India), and 10:00 AM to 4:00 PM on Saturday.

5. WHERE CAN I FIND MY ORDER ID?

Order ID is provided in the confirmation message and email sent to you once the order is successfully placed. You can also find your Order ID in the "My Orders" section of your account.

6. WHERE CAN I TRACK/CHECK THE STATUS OF MY ORDER?

Once your order is dispatched, you will receive a tracking link on your WhatsApp and registered email address. You can also check your order status by logging into your account and visiting the "My Orders" section.

7. CAN I CHANGE MY SHIPPING ADDRESS, PHONE NUMBER, OR EMAIL ADDRESS FOR MY ORDER?

If you need to make any change in the shipping address, phone number, or email address after you've placed the order, you can contact us on WhatsApp or via email at info@twofish.co.in.

Please note that we can only accommodate these changes within 3 hours of placing the order or before your order has been shipped (whichever is earlier). Once the order has been shipped, unfortunately, it is not possible for us to make these changes.

If the order is not delivered due to unavailability of the customer at the time of delivery, then re-shipping the order will be chargeable at as levied by the courier partner.

8. WHAT IS THE ESTIMATED TIME OF DELIVERY?

All orders are dispatched within 2-3 business days (excluding Sundays and public holidays).

For all metropolitan areas that are serviced by reputed couriers, the delivery time would be between 3 to 7 business days (excluding Sundays and public holidays) after dispatch. For other areas, it may take longer after dispatch depending on the location.

Please note that the delivery date displayed while placing the order on the product page, cart, checkout, and order confirmation page, and in the order confirmation email are tentative.

Once your order is dispatched, you will receive a tracking link on your WhatsApp and registered email address. Our delivery partners will bring the package to you as early as possible. In case they are unable to reach the provided address or at a suitable time, they will contact you to resolve the issue.

9. HOW ARE THE ITEMS PACKED?

We pack every individual product carefully with proper safety packaging. Our products are placed in a secure shipping box with adequate filler material to prevent damage during transit. All information about our products, including the complete ingredient list, is printed on the product and the packaging.

10. WHAT HAPPENS IF I AM NOT AVAILABLE TO RECEIVE THE ORDER?

We use third-party courier companies to get your order delivered. Generally, 2 attempts are made to deliver your order. If you are unavailable at the time of an attempt, you will receive a message on WhatsApp from our shipping partner, where you can reschedule the delivery. The delivery agent may also call you on the number used to place the order to confirm a convenient time for the delivery.

After 2 attempts, your order will be returned back to our warehouse. Any orders that are returned due to non-availability of the customer can be reshipped only at an additional shipping charge as levied by the courier partner.

In case you haven't received your order and it has been marked as delivered, please reach out to us within 24 hours of receiving the notification since the window to raise these disputes with our shipping partner closes after this time period.

11. WHAT SHOULD I DO IF I RECEIVE A DAMAGED OR INCORRECT ITEM?

If you receive a damaged or incorrect product, please inform us within 24 hours of delivery with an unboxing video and photos as proof for our ease of escalation with the concerned teams. Please contact us at info@twofish.co.in or WhatsApp us at +91 9510494949.

12. DO YOU SHIP INTERNATIONALLY?

For international shipping inquiries, please contact us on WhatsApp at +91 9510494949 or email us at info@twofish.co.in.

CONTACT US

For any shipping-related queries, please contact us:

Two Fish
Email: info@twofish.co.in
Phone/WhatsApp: +91 9510494949
Website: www.twofish.co.in
Working Hours: 10:00 AM to 6:00 PM (IST) Monday to Friday (excluding public holidays in India), and 10:00 AM to 4:00 PM on Saturday.