Frequently asked questions

Why FreshToHome

• Why should I buy from FreshToHome when I can buy from local shops and wet markets? +

  There are a lot of local stores / wet markets who give good quality products albeit lower range than FreshToHome. There are also many who knowingly or unknowingly sell fish or meat that can cause food safety issues, so you really need to use your best judgement.

  At local markets, fish & seafood often pass through multiple middlemen, leading to unsafe handling and questionable freshness. Some even use chemicals like ammonia and formalin to make fish look fresh during its long journey from the coast to your local shop. And without proper cold-chain storage, bacterial growth can start within just 30 minutes.

  Poultry too is often raised with antibiotics that can enter the human food chain. What appears to be fresh, quality meat may actually be far from it, and potentially harmful to your health.

  At FreshToHome, we cut out the middlemen and buy directly from 4,000+ fishermen and farmers. Our patented cold-chain technology keeps everything truly fresh - no chemicals, no preservatives, no shortcuts.

  All our raw meats and seafood go through 100+ quality checks, with test reports available on our website, so you get food that’s chemical-free, antibiotic residue-free, safe, and genuinely fresh.

• How is FreshToHome better than other online brands? +

  FreshToHome started its journey in 2015 with a simple mantra - ‘Do No Evil’. In a world where harmful preservatives, chemicals, artificial colours, and flavours are the norm, we’re bringing clean, real ingredients back to your plate.

  Here’s how we do it:

  • Direct Sourcing: Our fresh meats, seafood, fruits, and vegetables come straight from 4,000+ responsible farmers and fishermen. No Middlemen, No Compromise.
  • Uncompromised Freshness: Our patented, best-in-class supply chain maintains optimal temperature control to preserve freshness and safety.
  • Quality You Can ‘Read’: Our meats and seafood undergo 100+ lab checks to ensure top quality and safety. Find lab reports on our website- https://ae.freshtohome.com/certificates/

  • Clean Label Promise: We proudly say no to preservatives, chemicals, and artificial E/INS-numbered ingredients.

  At FreshToHome, we never trade off between freshness and safety or taste and health. Because for us, there are #NoShortcuts.

• How does FreshToHome buying directly from fishermen benefit them? +

  In the traditional system, seafood passes through several middlemen, and the two people who lose out the most are:

  • Fishermen, who rarely get a fair price for their hard work, and
  • Consumers, who often end up with fish that’s far from fresh.

  By buying directly from fishermen, we remove the middlemen and their commissions, making sure that the right price goes straight to the source. Payments are transferred directly to their bank accounts within a week, unlike the long delays - sometimes months or even years, they experience elsewhere.

  We’re committed to building sustainable livelihoods for fishermen and a sustainable food future for everyone.

Product & Quality Assurance

• Is there a way I can test that your fish and seafood have no preservatives? +

  Of course! You can view detailed lab test reports on our website.

  Alternatively, you can contact our customer support team at 600545552 / customercare@freshtohome.com for more information.

• How do I know your chicken has no antibiotic residue? +

  We publish independent lab test reports on our website that confirm our chicken is free from antibiotic residues.

  You can view them here - https://ae.freshtohome.com/certificates/

  Our chickens are raised in biosecure farms that follow strict SOPs aligned with guidelines laid down by authorised bodies. Feed is carefully curated for each life stage, and farming is done in a controlled, hygienic environment - making sure no antibiotic residues are present in the meat.

  To verify this, we conduct 100+ quality and safety tests at various stages, as prescribed by HACCP/HALAL. All test reports are publicly available on our website, reinforcing our commitment to transparency, safety, and quality.

  Additionally, our chickens are:

  •       Raised in same-age groups to reduce infections naturally
  •       Monitored closely throughout their growth cycle

  The result: fresh, safe chicken with zero antibiotic residue, backed by transparent test reports you can trust.

• Why do you chill your poultry, mutton & red meat? Most local shops don't do this. +

  After slaughter, meat begins to spoil quickly if left at room temperature. Without proper chilling and a maintained cold chain, bacterial growth can start in just 30 minutes.

  Just like we refrigerate food at home to keep it fresh, the same care applies to meat and seafood.

• How can you claim that your marine fish is fresh when I don’t stay close to any coasts? +

  We source our marine fish from small-boat fishermen. They head out to the sea after midnight and bring their catch back before dawn, unlike big trawlers that remain at sea for days. Once the fish is landed, we pay fishermen fairly and directly and then move this fresh catch through our patented cold-chain technology. Depending on the distance, the fish is air-lifted or transported by road to our processing centres and dispatched to you - all within 24-36 hours.

  We fully own and control the entire process, from sourcing to delivery. We don’t rely on third-party courier companies. While this is more expensive for us, it allows us to deliver the freshest possible fish in the shortest time.

  By contrast, fish sold at local markets often take 2-5 days (or more) from the coast to the retail stall due to long transit times, handling, multiple middlemen, etc.

• Does the taste of fish vary depending on where it's caught? +

  Yes, absolutely. The taste of the same fish can vary significantly depending on where it is caught.

  For example, it’s widely known that some of the best-tasting Hilsa comes from the fresh waters of Bangladesh. Similarly, for marine fish, some of the best Seerfish and Prawns come from the Gulf of Oman. These waters have many unique nutritional profiles and are relatively less polluted, which naturally improves taste.

  Fish caught in polluted waters tend to absorb impurities, which can affect both flavour and smell. The southern seas in general are better protected from industrial waste and sewage.

  The taste of fish is also influenced by what it feeds on. Cleaner waters support healthier marine life, which results in better-tasting fish. That’s why fish from regions with cleaner ecosystems are often safer, fresher, and tastier.

• Are all your meats and seafood fresh? +

  We have both - fresh and freshly frozen product ranges. These are clearly marked on our ‘shop by category’ section and product pages. To know more about our Freshly frozen products, refer to Freshly Frozen FAQs.

• Are all your chickens free range? +

  No, only the Country Chicken varieties are Free Range birds. The others are reared naturally but not in the open farms which qualify for free range rearing.

• I ordered a Ready-to-Cook product. Why is it frozen? +

  Meat and seafood are highly perishable. If kept at room temperature, they spoil quickly. Even proper chilling only extends the shelf life by a few days.

  To keep our Ready-to-Cook products safe for longer, without using preservatives or E/INS-numbered additives, we use rapid freezing technique and store them at –18°C. This locks in the original taste, texture, and quality, and helps extend the shelf life by up to a year.

  Freezing allows you to store the product and cook it whenever you like, with no compromise on flavour or quality.

• What is the shelf life of your products? +

  The shelf life or the ‘Use By’ date is mentioned on all our product packs. Please follow the storage instructions to ensure the product stays fresh and safe until that date.

• If I am not eating the fresh meat and seafood immediately, can I put it in the freezer? +

  You can freeze our chilled fresh meat & seafood but we don't recommend it, because regular home freezing affects taste and texture.

  If consuming over a longer duration, consider buying our Freshly Frozen range which is flash frozen (rapidly frozen) to lock in freshness, quality and safety. 

• How do I store the products? +

  You’ll find detailed storage instructions on the back of every pack.As a thumb rule:

  • Chilled products should be kept in the refrigerator
  • Frozen products must be stored in the freezer at or below –18°C

  Unopened packs can go straight into the appropriate compartment. Once opened, seal the pack tightly or transfer the contents to an airtight container before refrigerating or freezing.

• I’m not sure about the quality of the product I received. What should I do? +

  We follow strict quality standards at every step, right from sourcing to processing to delivery. However, if you have any concerns about the product you received, please reach out to us at customercare@freshtohome.com or call our toll-free number 600545552. We’re here to help and will resolve the issue promptly.

Ordering & Delivery

• Do you deliver in all locations in the UAE? +

  We are present in Abudhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaima and 140 cities in India.

  You can visit our app or website and enter your location to check if your area is serviceable.

• Do you offer subscription services? +

  Unfortunately, no. You will need to place orders manually each time when you want to order from FreshToHome.

• I am finding it difficult to place the order online. Can I call a number to place an order? +

  Ordering online is quite simple.
  Just add the products you need to the cart -> proceed to checkout -> check your delivery address ->  select a delivery slot -> proceed to pay. 

  And just like that, your order is placed and you will get the products in the delivery slot you've chosen.

  If you still find this challenging or face difficulties in connectivity, do not hesitate to call our customer support team at 600545552 and they will help you place the order. 

• I can't find the product I'm looking for. What should I do? +

  If you have previously bought a product which you don't see now, then it's probably out of stock at the moment. You can hit the ‘Notify Me’ button and you will be notified through Whatsapp or SMS or App notification when the product is back in stock.

• What are your delivery timings? +

  Our timings vary from 30 mins to 90 mins to 3 hour slots starting from 8 am to 11 pm. Log on to the FreshToHome app or website and check out the multiple delivery slots available in your locality.

• Can I cancel my order? +

  If you change your mind, you can cancel the order 2 hours before the delivery timing. Express orders cannot be cancelled as they are packed and shipped immediately after placing the order.

• I canceled my order, how do I get my money back? +

  When you cancel your order, the account that you used for payment will get credited with the refund amount within 5 business days.

• Some of the products I ordered have not been delivered? Will they be delivered or will I get my money back? +

  We are sorry about this experience. If any items are missing from your order, please raise a complaint through the FreshToHome app or website under Account -> Orders.

  Once we receive your complaint, our team will review it, and if accepted, process your refund within 24 hours. 

  You can also contact our customer care team at customercare@freshtohome.com or 600545552 

  They could help place the order for the missing product in the next available slot.

• Some of the products received are damaged/detective. How do I get a refund for this? +

  We are sorry about this experience. If any items are damaged or defective, please raise a complaint through the FreshToHome app or website under Account -> Orders. Kindly upload clear images of the damaged product along with the product label, so we can trace and verify the issue.

  You can also contact our customer care team at customercare@freshtohome.com or 600545552 

  Once we receive your complaint, our team will review it, and if accepted, process your refund within 24 hours. 

Pricing & Payment

• Why do you charge for delivery? +

  We work hard to bring you fish that’s much fresher, sometimes a week to even six months fresher than what’s available at wet markets, and we aim to offer it at prices that are often lower than local markets.

  Because we operate on very thin margins, a small delivery charge helps us cover the cost of bringing fresh, safely handled products right to your doorstep. This charge varies by location.

  As we grow and our order volumes increase, we hope to reduce these delivery costs in the future.

• What are the payment options available? +

  We support both online payments and Cash on Delivery, with no extra fees for any payment method.

  For online payments, you can use all major Credit and Debit Cards, and Net Banking.

• Do you store credit card details? +

  No. We do not store credit card details in our system. All online payment transactions are processed through PCI DSS-compliant payment gateway systems, ensuring secure handling of your payment information.

• What is Cashback? How does it work? +

  Cashback is a future discount you can use on your next order. It’s added to your FreshToHome wallet once your order is successfully delivered and usually appears in your account within 24 hours.

• What is the validity of Cashback? +

  Cashback validity varies depending on the offer or campaign. You can check the exact validity period anytime in the Account -> Cashback section of your app or website.

FreshToHome Freshly Frozen range

FreshToHome Purple Membership

Grievances