Customer Service and FAQ

We are a young start up with a small team, looking to provide personal attention to all products and all orders that we fulfill. We try to provide assistance in most situations, and often go the extra mile to ensure you are satisfied with our products and the overall GOODbynature experience. If you have a need to contact us, please go through our FAQ below to see if your question has already been answered.

If your question is unanswered, we will provide customer support by email only, on thecocopune@gmail.com – please mention your order number in the subject line to get a quick response for any existing orders.

Please note – Emails will be responded to within 24 hours. We do not support queries on Whatsapp, Phone or SMS.

Making an order on the website:

Why are the vegetables out of stock?

We update the fresh produce on the website every Monday evening, after the farmer gives us an estimate of what the harvest could be this week. Every Thursday night, we close the order window for the week, and the produce is marked as out of stock again, until the next week. Fresh produce is harvested according to the demand, this is a method to minimize wastage.

Which delivery areas do you service?

Please look at our notice on the homepage, as well as the checkout page to see the supported delivery areas and delivery schedule.

I have already made an order, but I would like to add an additional item. How can I do this?

Please make your additional order using the site as usual. We will refund any extra delivery fee that is charged to you. In case we do not utilize the additional box packaging, that will also be refunded to you.

My delivery area is not in the list. How can I order?

Please contact us at thecocopune@gmail.com about pickup options. Pickup day and time slot is fixed and we cannot guarantee the freshness of the product if not picked up on time. If you pick up your order, we will refund delivery charges.

I am unable to checkout/do not receive OTP and cannot proceed for payment.

Please pay attention that a) Pincode is of Pune only b) You have entered billing and shipping address (do not leave shipping address empty) c) You have entered a 10-digit mobile number (no extra ‘0’ of ‘+91’). If you still face an issue please contact us at thecocopune@gmail.com

What are the supported payment modes? Do you support Cash On Delivery (COD)?

We have two payment gateway options, each supporting a range of digital payments. An order is confirmed only when a payment is received. Cash on Delivery is not supported.

My account has been deducted but I have not received any order confirmation.

Please write to us immediately at thecocopune@gmail.com and we will sort out the issue.

Can I order by Whatsapp or Phone?

We only accept orders that are made on our website www.goodbynature.in In case of any bulk orders please write to thecocopune@gmail.com

I do not need a box as my order is very small/I have returned the box. Can you please reduce the packaging fee?

If we do not use a box for your order, we will refund the box amount at the time of packing. When you return the box packaging to us, you will be refunded the packaging amount.

Order delivery:

Can we reduce the plastic in the packaging?

We are constantly working with our vendors to reduce the plastic in the packaging, while also protecting the product from damage during storage and transportation. While the process may take some time, we are also working to recycle unavoidable plastics. Please cut the packets neatly, clean and dry them, and return the empty plastic packets to us, and we will ensure they are reused/upcycled/recycled.

When will I get my order?

All orders received before Thursday 11:59 PM will be fulfilled over the weekend. The delivery schedule is as displayed on the website, according to the delivery area. We cannot predict the exact delivery time, but you can expect a delivery between 10:00 AM and 5:00 PM. In case of any changes in the delivery plan, you will be intimated by SMS and email.

Some of the products I ordered were not delivered. How do I get a refund?

If any products are unavailable at the time of packing your order, we will send you an intimation by SMS and email, and also process a refund for the same. In case you have not received any such intimation, and have not received any items in your order, please write an email to thecocopune@gmail.com with details about your order number and missing items.

I am unhappy with the product. What can I do?

For fresh produce or any products that need to be stored in the refrigerator, please contact us within 2 hours of delivery in case your produce is spoilt/rotten. For other products, please contact us within 24 hours of delivery in case any product is broken or damaged. Write to thecocopune@gmail.com and we will process a replacement/refund based on discussion with the vendor.

Can I buy additional products at the time of delivery?

It is not possible to buy any additional products after the order window closes, which is 11:59 PM on Thursday.

My society allows doorstep delivery. Why are you delivering only till the gate?

We are responsible for our safety as well as the safety of all our customers. Keeping this in mind, we minimize exposure by not entering any apartments or societies. We provide delivery only up to the society gate, and request you to collect your order from there.

I live in a poor network area/my phone is not working. How will I know when my order is reaching me?

The delivery schedule is pre planned, and in case of any changes you will receive an email and SMS. Kindly make arrangements at the gate to collect your order on the delivery day and inform us about the same so that we can deliver your order when we cannot contact you.

I may not be available to collect my order. What should I do?

Please  make arrangements at the gate for us to deliver your order, and inform us about the same.

I missed the delivery. How can I get my order now?

If you have a building/society with a watchman at the gate, we would have left your order there. Please speak to your your watchman regarding the same. If we were unable to deliver your order because there were no arrangements for the same, the order will be kept with us, and you will have to pickup the order by the end of the day. In this case, delivery charges will not be refunded. Additionally, we will not be responsible for any spoilage for perishables due to the long travel and wait time.