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Frequently asked questions
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Why do you say you that your products are free of any added chemicals?
Our core mission is to provide unadulterated food to consumers that is free of any added chemicals. We take great pains to ensure that we go directly to the fishermen or farmers without any middlemen in between and buy the freshest of fresh food straight from the source. Further, we follow the most modern & scientific transportation and packaging processes from source till your door steps. This ensures that the required temperature and other conditions for healthy preservation of meats is met using nothing but natural ice as the preservative.
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Are there really chemicals used in fish available locally? Come 'on that is just your sales pitch, i don't believe it!
How we wish that were true! We have observed that a large percentage of the fish available in the local market has Ammonia in them. A smaller percentage has Formalin. Please see What is Fresh to understand the story of a fish before it reaches your plate.
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How can you confidently say that your premium chicken do not have hormones in them?
We take great care to ensure there are no growth promoters such as hormones, other bad stuff (which is a long list) or antibiotics in the premium poultry that you buy from us. The growth promoter bit is easy – if you are ready to take a hit on the profit margin and are ok with poultry such as chicken not growing to the largest size before slaughter, then you don’t need to add any growth promoters. In fact most vendors in the market today do not add hormones in chicken and is a common myth. Now we take the concept to the extreme for health reasons and take a hit on the profitability in return for a smaller bird - that is why you see that our whole chicken is only between 1 to 1.3 kg after cleaning, generally the chicken available in the market would be much bigger. The good news though is smaller chicken is more tender and much more tastier.
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What about antibiotics in the premium Chicken?
The antibiotics part in premium chicken is a more complicated story. We ensure that we take the premium broiler chicken from institutional farmers who are certified and also conduct lab test on each batch of chicken for the presence of antibiotics or other growth promoters. We also closely keep tab on the product to ensure that the final premium meat is free of antibiotics before it reaches your doorsteps. The devil is in the details, so allow us to explain - Broiler Chicken is not practical to be farmed commercially without any antibiotic use in the early stage of its life cycle. You could actually cause more harm than good by not giving the appropriate medicines/vaccines in the early stage of growth. However in the interest of maximising profits, some of the market vendors over use antibiotics (and also other growth promoters) all the way till the bird is slaughtered. The main way in which this is done is by mixing the antibiotics in the feed and water. What we do differently is to ensure that our farmers follow the withdrawal method - each antibiotic has a well defined half life period, which is the time it gets dissipated from the birds blood stream and body, similar to what happens to human beings when you are sick - the antibiotics from the medicines are in your blood only for a small period of time. Our farmers ensure that no antibiotic are used for a large period of time prior to the slaughter – hence there is no possibility of it coming in to the food you eat. We also ensure that there is natural minerals added in the feed making the chicken more healthier. Additionally our premium broiler chicken are all reared at the same age to avoid infections which is not the case with the chicken you get from the market. Also our rearing is done in large areas where the cross breed infection possibility is rare.
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What about Ducks or Country Chicken?
In the case of larger birds like duck or country chicken, antibiotics are not needed at any stage as they are more sturdier birds and they are reared in a free range fashion.
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Are all your Chicken Free Range?
No, only the Country Chicken and Sasso varieties are Free Range birds. The others are reared naturally but not in the open farms which qualify for Free Range rearing.
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Hassle Free huh, how do I order?
We deliver to Abu Dhabi, Dubai, Sharjah, Ras-Al-Khaima, Ajman and Umm-Al-Quwain. Service to other towns will start shortly. Ordering is easy - simply click on the picture of the available fish in the home page, choose desired cut and follow the instructions. Our delivery charges are typically AED 5 per order, but in many cases we discount this to 0 such as for a purchase above a particular thresh hold or during promotions. Minimum charge on first time order is AED 20. The minimum order value are subject to changes during promotions. Delivery to all cities will be from local catch and also air shipped from neighbouring countries, and Yes, we really do ship by air to UAE!!
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What are the cut off times for ordering?
Same day delivery is available in most cities. Please check the slot available at the check out time to understand delivery arrangements in your city.
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How do you manage to deliver it so fresh?
Simple - we procure the day's catch from fishermen hours after they actually fish and come to the shore or immediately after processing the livestock or poultry. Our well oiled processing collection centers ensures that the fresh catch reaches our processing plants in no time of the catch landing on the shore. At our delivery end, we have a network of vehicles that pick up the product from the airport/train stations and deliver to your doorsteps. We do not depend on any courier companies and have sourcing and delivery fully under our control - while this is expensive, it allows us to give you the world's best fish and meat in the fastest time possible from source to destination.
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How fresh is the seafood brought from Freshtohome?
The fish reaches your home within a few hours of the catch landing from the sea. Our estimate is that we list the fish on our site starting from around 12 hours of catch landing at the harbour. The catch is not treated with chemicals such as Formalin, Chlorine or Ammonia, which means what we supply, is the safest and healthiest seafood you can buy. There are chances that the seafood you find in your local market is treated with one or other chemicals to preserve it. These chemicals are harmful to human beings and actually deprive the seafood of its freshness and natural taste.
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How 'on time' are you guys?
We have our own logistics and delivery team, so we have a fair amount of control on our schedules. The factors that are not in our control are unforeseen traffic, train and airline schedules, our primary means of supply in to the Cities. However these are extra ordinary situations and barring acts of God, we deliver on time 99.99% of the time.
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Why do you charge for delivery service?
We provide fish that is radically fresher than the fish that you currently get from the market and deliver that at potentially much lower prices than the local market. What this means is that we operate with razor thin margins and for us to break even we need to add a delivery charge based on the location. As our volumes increase, we are hoping we can lower this cost. Currently, FreshtoHome applies a delivery fee of AED 5 for standard slots and AED 3.6 for express slots for non-VIP users. However, we waive this fee for new customers and our VIP members. Please note that FreshtoHome reserves the right to modify delivery fees or introduce different pricing models as needed to align with our operational requirements.
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Why do we charge a small order fee?
This fee is instituted to ensure that your products are packaged and delivered safely and hygienically. We can often absorb these costs when the order value exceeds a certain threshold. Specifically, FreshtoHome charges a small order fee of AED 3 for express orders under AED 20 and scheduled orders under AED 50. This fee is also waived for new users. We reserve the right to make changes to our small order fee structure or to introduce alternative models as necessary to meet our operational needs.
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Are your meats Halal Cut?
Yes all of our meats are 100% halal cut by human beings in the proper Halal methodology. The primary benefit with the Halal methodology is that the blood is completely drained out from the bird which makes the meat stay longer and is healthier.
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What are the payment options supported?
FreshToHome uses trusted payment gateway systems powered by Network International, CCAvenue and Mashreq Bank. We support online payment methods like Credit Cards, Debit Cards and Net Banking.
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Is my credit card information safe on your site?
Yes. We do not store credit card details in our system. All online payment related transaction are carried out using trusted payment gateway systems powered by Network International, CCAvenue and Mashreq Bank.
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If I pay by net banking / Credit Card / Debit Card, how long will it take for my account to be debited?
After a successful transaction, your account will get debited immediately.
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While I was paying by net banking, my ‘session expired’. Say what?
This happens, simply, when you take too long to make the direct debit payment and do not manage it in the specified amount of time. Go back to the FreshToHome.com site and you would be presented with a page to re-attempt the online payment or convert the order to Cash on Delivery (COD) option.
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I made a successful payment by net banking but the system says that the ‘verification has failed’. Now what?
To place a successful order, your payment transaction has to get verified successfully at your bank’s direct debit gateway. The verification can fail because of various reasons. If you made a successful payment but the verification failed, do not worry. The amount debited from your account will get credited back by us immediately and depending on your bank within 3 to 7 working days.
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What if the transaction fails while I am paying online using any payment method?
Go back to the FreshToHome.com site and you will be presented with a page to re-attempt the online payment or convert the order to Cash on Delivery (COD) option or if you have changed your mind you can cancel the order and place a new order.
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I canceled my order which was made using online payment option (Credit Card/Debit Card/Net Banking). How will I get my money back and when?
The account that you used for payment will get credited with the refund amount within 7 to 9 working days.
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My bank is not listed in online payment option, how can I pay?
You can use any Visa / MasterCard Credit Card to pay. In case you don’t have a credit card you could use Cash On Delivery option.
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Will I be charged any additional fee for using online payment option?
No
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Can I apply multiple coupons or offers on a single order?
No, you cannot club more than one coupon on a single order. Only one offer/coupon is applicable for an order. The free shipping offer on your first order is not applicable if your are availing any other coupon/offer meant for other offers.
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Can I pay by cheque?
No, we do not accept cheque.
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How do I report any issues that I may have face with my order?
We have a professional customer care team to assist you with any issues. If you prefer to speak to Customer Care team, please email us on customercare@freshtohome.com
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All items you sell are very perishable, what do I do if I am not satisfied?
We request you to report any quality/quantity related issues to our Customer Care team within the first 48 hours of accepting delivery of the order. We can assure you of addressing it within the next 24 hours.
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To avail the benefits of the 'Refer a Friend' program can I refer each member of my family?
To avoid misuse of the 'Refer a Friend' program, referrals from the same postal address will be considered void. Freshtohome.com reserves all rights to cancel such referrals.
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The fish I ordered does not look exactly like in the photos published in the website/app?
Please note the size and color of the fish may or may not resemble the picture shown on the site.
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Why is there a difference in amount charged in my final invoice?
To fulfil your order requirement and the size specified, a marginal difference in weight is expected during packaging . There will be difference in the invoice amount during placing an order and the final order if the quantity specified by you needs a chunkier piece to be added to accommodate the quantity ordered. In case, you have paid online and post the final packaging, the weight of the item is lesser than what you have ordered, the difference in amount will be refunded online immediately by us and depending on your bank within 3 – 7 working days to your account.
