FAQs

COVID-19

What safety measures is Zama taking during COVID-19?  

In wake of an unprecedented health crisis, our team continues to work seamlessly to ensure that our organic farm produce reaches your doorstep. At Zama we have always had strict health and safety measures in place and now it’s even more pressing to safeguard our employees, packers, delivery personnel, and of course our customers. All our packing personnel wash their hands frequently and there are sanitizers for use at all times. They wear masks, gloves, and haircaps. Our delivery personnel follow a contactless delivery method, and wear masks always. Most of our packing and delivery personnel is currently in-house and stay at our staff quarters. Our crates and vans are washed thoroughly and completely sanitized on a daily basis. We want you to know that our commitment and responsibility towards you and our community has never been stronger!

Why is there no cash on delivery option? 

All orders are currently prepaid are we are following a strict contactless delivery method. We request our customers to be ready to collect the delivery from underneath their building. Our delivery personnel will call you in advance so you can come downstairs (or send someone) with your own bags and your own pen to ensure a speedy & SAFE delivery!

Will I get my order on my selected day? 

Yes, your order will be delivered on the day selected by you, as per the order confirmation. During this crisis, we are faced with multiple new issues on the daily. If at all there is any change or delay you will be notified well in advance of the same.

Is there a number I can call?  

We are here to help. We are extremely understaffed at the moment. Attending effectively to calls and messages is difficult. To ensure a quick response, please email us on support@zamaorganics.com and it will surely be attended to. Our customer service hours are Monday-Saturday 11am-8pm.

No one is responding to messages or WhatsApp – please help!  

We are here to help. We are extremely understaffed at the moment. Attending effectively to calls and messages is difficult. To ensure a quick response, please email us on support@zamaorganics.com and it will surely be attended to. Our customer service hours are Monday-Saturday 11am-8pm.

What are the delivery timings?  

We're heavily understaffed at this time. We appreciate your patience through the communication lags. We humbly ask you to be flexible with delivery timings at this moment. We are unable to give fixed timings but are continuously improving to serve you better. We are carrying out deliveries from morning until as late as 10 pm. The timings are such because our vans get checked at every point, causing delays.

How can I be sure the fruits and vegetables I order are of good quality and authentic?  

Every year there’s more demand for “organic food”. If you want to know what goes into the products you buy, our standards make it easy, because if it doesn’t meet the standards, we don’t sell it. We work with devoted organic farmers and artisans across India to ensure authenticity and quality!

Not all my ordered items were delivered. Why and what will be the next steps?  

If there are any discrepancies in your bill we will issue Zama Points into your account so you can use it towards your next order or a complete refund, hassle-free. Let us know what you prefer. (Our farmers too are struggling with labour, communication, and transport issues - therefore some produce gets delayed or doesn't arrive as expected)

What can we as customers do to help? 

We are grateful and lucky to have customers supporting us through this difficult time. In addition to cooperating with the delivery personnel, we request you to be ready to collect your delivery from underneath the building with your own bags and a pen. We are delivering through the day until 10pm at night! Thank you for sticking with us through these tough times. Please email queries to support@zamaorganics.com instead of calling/messaging.

What are the delivery charges during COVID-19?  

Delivery is free for orders above Rs. 1500. For all orders under Rs. 1500, delivery fees are flat Rs.100 during this situation.

Which pin codes are currently operational?  

We have been restricted to deliver to only certain pincodes during COVID-19. We are hoping to resume more pincodes soon. Currently we are delivering in the following areas:

South Mumbai, Bandra, BKC, Khar, Juhu, Vile Parle (W), Santacruz, Vakola, Andheri (W), Goregaon, Powai, Chembur, Wadala, Sion.

What If I want to return something? What if I need to lodge a complaint? 

We want you to be ecstatic with what you order! If you’re not, let us know and we’ll make it right.

Please note all complaints for fresh, perishable items must be made at the time of delivery - we are happy to help you immediately and adjust it by adding Zama Points or replacing it in your next order.

If there are complaints with our packaged, non-perishable items - please share a picture & complaint within 2 days from the date of delivery.

For further support or queries you can email us at support@zamaorganics.com

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Why Zama?

What is Zama?  

How can I be sure the fruits and vegetables I order are of good quality and authentic?  

Every year there’s more demand for “organic food”. If you want to know what goes into the products you buy, our standards make it easy, because if it doesn’t meet the standards, we don’t sell it. We work with devoted organic farmers and artisans across India to ensure authenticity and quality!

What makes shopping on Zama easier than a supermarket?  

Lots of things! We ensure that all fresh produce is delivered to your doorstep within 24 hours of it being harvested. Additionally, our products are completely authentic as we work with very devoted farmers and artisans across India. With Zama, you can search for exactly what you want and find it right away—plus you can browse and discover new products. We’ve made your shopping experience easy and quick, delivered to your doorstep. Our blogs and recipes give weekly inspiration so you’re never stuck trying to figure out what to make for dinner. Sign up for our newsletter to always stay in the loop for new products, recipes, and offers!

How do you deliver such fresh food?  

We work directly with farmers, artisans, and food makers, which allows us to get their produce to us (and then to you) very quickly compared to traditional stores and vendors. That means better, fresher, more delicious food for you.

Fresh produce is sourced from local farms in Maharashtra, and we ensure it is delivered to you within 24 hours of it being harvested.

What kind of food/products do you sell?  

What makes shopping on Zama so easy? Why should I choose Zama?  

I love your blogs & recipes! How can I get more of them?  

We do too! We email new content every week in our newsletter. Can replace with: Our weekly newsletter is filled with fresh new recipes and content on organic living! Subscribing to our newsletter also keeps you in the loop for our latest offers and discounts!

You may also follow our blog! If you have ideas, requests or questions about our recipes, please email us—we’d love to hear what you think!

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Ordering And Managing Your Account

How do I create an account?  

Click “Sign In” on the right-hand side of the menu bar on the website

Create a username and password for yourself. That’s it! You get 10% off your first order with us!

How do I checkout?  

To checkout, click on the shopping cart then scroll down to the Proceed To Checkout button. Review your order and set your delivery date, address, and payment method, then click the Place Order button. And you’re done!

Why does product availability change from day to day?  

We have lots of staples that are available almost every day of the week! But just like the produce in your farmers market, the availability of food in our marketplace can change depending on what’s ripe and in season, and according to the harvest or delivery schedules of our local farmers and food-makers.

Can I edit my order after I’ve placed it?  

Not at the moment! If you have additions you can drop us a mail on support@zamaorganics.com with an order reference and we will try and help best we can!

We strive to ensure that our farmers and artisans provide you with the freshest produce possible, and thus as a courtesy we give them enough time to prepare and deliver the best produce.

Can I cancel my order after I’ve placed it?  

At the moment, during the situation, we are not able to accpet cancellations. However, drop us an email on support@zamaorganics.com and we will try and help you best we can!

We strive to ensure that our farmers and artisans provide you with the freshest produce possible, and thus as a courtesy we give them enough time to prepare and deliver the best produce.

Can I schedule an order as per my convenience?  

Our delivery hours are 11 am to 9pm Monday-Saturday

You can choose a preferred delivery date from the available dates at checkout and schedule your order as per your convenience.

What happens if I don’t like something in my order?  

We want you to be ecstatic with what you order. If you’re not, let us know and we’ll make it right. Email us on support@zamaorganics.com and we’ll get back to you during working hours!

Can I reorder my previous order?  

Do you charge any amount or taxes over and above the rates shown?  

No, we do not charge any taxes over and above the rates shown. However, we do have a delivery fee in case your order value does not reach the minimum order value of ₹1500 to qualify for free delivery.

Delivery fees during COVID-19 are Rs.100 flat. 

Our regular delivery fees as follows:

Area Delivery Fee
South Mumbai ₹100
Bandra & Khar ₹100
Wadala, Chembur, Kurla, Dadar ₹100
Other areas within Mumbai ₹100

Can I track the status of my order?  

Yes, you can track the status of your order under the “My Account” section.

How can I make changes to my order before and after confirmation?  

You can edit your products in the cart before checkout. Unfortunately, once your order has been placed, you cannot edit the order. If you face any challenges feel free email on support@zamaorganics.com!

We strive to ensure that our farmers and artisans provide you with the freshest produce possible, and thus as a courtesy we give them enough time to prepare and deliver the best produce.

-Payment Policy:

There is no COD available during COVID-19! Please refer to our COVID-19 FAQs.

 

If you have selected COD please note that we follow a no-credit policy. Kindly keep the amount ready for our delivery boy. 

In case the payment isn't cleared at the time of delivery, we will have rescheduled the delivery and COD will not be available for that.

Return Policy:

-Please inspect the produce upon delivery while our executive is present as produce once delivered is non-refundable.

-Any items, if damaged, can be returned at the time of delivery or the complaint should be placed the same day with a photograph, as we cannot account damages after that.

If partial or complete delivery is refused for no valid reason at the last minute, please note a cancellation fee of Rs.100 will be applied to your account.

You can further learn about the status of your order by sending us an email on support@zamaorganics.com

I have referred Zama to a friend? What happens now?  

Once you have shared your referal code with a loved one, make sure they use it while placing their first order. Once their order has been successfully delivered and payments have been collected, we will add 150 points into your account!

There’s a product that I’d love for you to carry—how do I request it?  

We love product requests! Please email support@zamaorganics.com with your request—if it meets our criteria, we’ll add it to our selection

I know someone who should sell on Zama. How do I connect you?  

Wonderful! Have them reach out to us on support@zamaorganics.com. We’d love to hear from them.

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Delivery

When do you deliver?  

Our delivery hours are from 11am to 9pm Monday-Saturday

We try to deliver by the next working day, however, you will have to select from the available dates at checkout.

Where do you deliver?  

Zama currently delivers across Mumbai. We are expanding soon!

For now, if you are outside Mumbai and can’t wait to start eating better, we can send a courier across (costs beared by you) for some of our non-perishable items. Please call or Whatsapp us on +917045856105 during working hours!

Is delivery free?  

For all Mumbai orders over ₹1500 your delivery is free. Delivery is chargeable for orders that are less than ₹1500.

Delivery fees are as follows:

Area Delivery Fee
South Mumbai ₹100
Bandra & Khar ₹100
Wadala, Chembur, Kurla, Dadar ₹100
Other areas within Mumbai ₹100

What is the minimum order value?

The minimum order value is Rs 500. However, ₹1500 is the minimum order value to qualify for free delivery. In case you do not reach the limit, a delivery charge will be levied against that order as per the following table:

Area Delivery Fee
South Mumbai ₹100
Bandra & Khar ₹100
Wadala, Chembur, Kurla, Dadar ₹100
Other areas within Mumbai ₹100

What are your delivery times?  

Our delivery hours are 11am to 9pm Monday-Saturday

We don’t currently take time requests as our delivery schedule changes constantly based on when produce arrives from the farms.

I’ve selected COD as my payment option  

NO COD during COVID-19

-Payment Policy:

If you have selected COD please note that we follow a no-credit policy. Kindly keep the amount ready for our delivery boy.

In case the payment isn't cleared at the time of delivery, we will have rescheduled the delivery and COD will not be available for that.

Return Policy:

-Please inspect the produce upon delivery while our executive is present as produce once delivered is non-refundable.

-Any items, if damaged, can be returned at the time of delivery or the complaint should be placed the same day with a photograph, as we cannot account damages after that.

If partial or complete delivery is refused for no valid reason at the last minute, please note a cancellation fee of Rs.100 will be applied to your account.

You can further learn about the status of your order by sending us an email on support@zamaorganics.com

What if I don’t receive my order by the scheduled day?  

On rare occasions, due to unforeseen circumstances, your order might be delayed. In case of an imminent delay, our customer support team will keep you updated about the delivery status of your order.

What days do you deliver?  

We deliver Mon-Sat 11 am-9 pm, We’re closed on New Years Day, Republic Day, Holi, Gudi Padwa, Maharashtra Day, Independence Day, Janmashtmi, Ganesh Chaturti, Gandhi Jayanti, Dussera, Diwali, Bhaidooj, and Christmas Day.

Can I have my order picked up instead of having it delivered?  

Yes you may have a pre-placed order picked up from one of our packing warehouses in Wadala (Unit 1-2 J1 A wing, Shram Siddhivinayak Corporation Premises, Wadala Truck Terminal, Wadala 400 037). We recommend placing an order beforehand so we can ensure most of the products are available at the time of pick up.

If you do not deliver in my area, can I still place an order and have it picked up?  

Yes you may have a pre-placed order picked up from one of our packing warehouses in Wadala (Unit 1-2 J1 A wing, Shram Siddhivinayak Corporation Premises, Wadala Truck Terminal, Wadala 400 037). We recommend placing an order before so we can ensure most of the products are available at the time of pick up.

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Payments

How does billing work?  

No COD option during COVID-19

Your credit or debit card will be authorised at checkout, then charged in full for your order through a secure payment gateway. You’ll also automatically receive an email when the payment is processed. Cash on Delivery (COD) options are available for orders upto ₹3000.

How can I make payments on Zama?  

You can make online payments using credit or debit cards, through our secure payment gateway. You could also opt for net-banking or pay via payment wallets on the secure payment gateway. Cash on delivery (COD) is also available for orders upto ₹3000.

Is it safe to use my debit/credit card to shop on Zama?  

Yes, it is, we only use secure payment gateways. You can track the status of your order under the My Orders section.

How do I redeem a promo code?  

Enter your code during checkout in the payment section, where it says “Have a Promo Code or Gift Card?”

How long will you take to initiate my refund in case of cancellation?  

3-4 working days

How can I review my order after it has been placed?  

An email will be sent out with the invoice and details. You can also see the “My Orders” section in your account.

-Payment Policy:

If you have selected COD please note that we follow a no-credit policy. Kindly keep the amount ready for our delivery boy.

In case the payment isn't cleared at the time of delivery, we will have rescheduled the delivery and COD will not be available for that.

Return Policy:

-Please inspect the produce upon delivery while our executive is present as produce once delivered is non-refundable.

-Any items, if damaged, can be returned at the time of delivery or the complaint should be placed the same day with a photograph, as we cannot account damages after that.

If partial or complete delivery is refused for no valid reason at the last minute, please note a cancellation fee of Rs.100 will be applied to your account.

You can further learn about the status of your order by sending us an email on support@zamaorganics.com or you can WhatsApp us on +91 70458 56105

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Zama Points

What are Zama Points?  

Zama points are a reward-based point system when you shop at Zama. You can use your collected points as credits at checkout. As of now, you will not be able to pay for additional points - they can only be earned. Your points never expire - and you can redeem them at check out at any time.

We give you a Zama point for every Rs. 60 spent at Zama. 1 Zama Point = 1 rupee

How do I earn points?  

We give you one Zama Point for every Rs. 60 spent at Zama. 1 point = 1 rupee. Your point balance will be visible in your account at all times. Your points never expire - feel free to redeem them at checkout at any time.

When do I earn the points on my order?  

You will receive points only once delivery has executed and payments have been cleared successfully.

What else can we do to earn points?  

We at Zama are all about building a community. If possible, please return the glass packaging items to us so we can reuse them and be more conscious towards building a sustainable environment. To encourage this even more, we’ll add in 50 Zama points to your account for every 10 glass packaging items that you return. We’re in this together!

What is the validity of my points?  

Your Zama points never expire! Feel free to redeem them at check out at any time. 1 Zama Point = 1 rupee

Can I opt to get points when I get a refund or cancel an order?  

Yes. We can refund the same amount in Zama points that can be redeemed at checkout any time. Your Zama points never expire! Cancellation can only occur within 12 hours of placing your order.

Can my points be redeemed for cash?  

Zama points are a reward based point system when you shop at Zama. We cannot convert this into cash. Your points never expire - and you can redeem them at check out at any time.

1 Zama Point = 1 rupee

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Cancellations & Returns

What happens if I don’t like something in my order?  

We want you to be completely satisfied with what you order! If you’re not, let us know and we’ll do our best to make it right.

Please note all complaints for fresh, perishable items must be made at the time of delivery - we are happy to help you immediately and adjust the amount or replace it/ the respective item(s) in your next order.

If there are complaints with our packaged, non-perishable items - please share a picture & complaint within 2 days from the date of delivery.

For further support or queries you can email us at support@zamaorganics.com!

What If I want to return something? What if I need to lodge a complaint?  

We want you to be ecstatic with what you order! If you’re not, let us know and we’ll make it right.

Please note all complaints for fresh, perishable items must be made at the time of delivery - we are happy to help you immediately and adjust the amount or replace it in your next order.

If there are complaints with our packaged, non-perishable items - please share a picture & complaint within 2 days from the date of delivery.

For further support or queries you can email us at support@zamaorganics.com

Can I reschedule my order?  

Rescheduling an order is not possible as of yet. In case of an emergency, you could email us on support@zamaorganics.com and we can try and help you best we can!

We strive to ensure that our farmers and artisans provide you with the freshest produce possible, and thus as a courtesy we give them enough time to prepare and deliver the best produce

-Payment Policy:

No COD during COVID-19

If you have selected COD please note that we follow a no-credit policy. Kindly keep the amount ready for our delivery boy.

In case the payment isn't cleared at the time of delivery, we will have rescheduled the delivery and COD will not be available for that.

Return Policy:

-Please inspect the produce upon delivery while our executive is present as produce once delivered is non-refundable.

-Any items, if damaged, can be returned at the time of delivery or the complaint should be placed the same day with a photograph, as we cannot account damages after that.

If partial or complete delivery is refused for no valid reason at the last minute, please note a cancellation fee of Rs.100 will be applied to your account.

You can further learn about the status of your order by sending us an email on support@zamaorganics.com or you can WhatsApp us on +91 70458 56105

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Packaging & Plastic

Is organic agriculture really better for the environment?  

Yes it is.

  • Organic farming promotes biodiversity, reduces pollution, conserves water, reduces soil erosion, increases soil fertility
  • It uses less energy per kg of food produced. Organic farmers don’t use synthetic nitrogen fertilisers that uses huge amounts of fossil fuels to manufacture
  • Avoids pollution from pesticides and fertilisers - which is also better for nearby birds and animals as well as the people who live close to the farms.

What can we as customers do to help ?  

We at Zama are all about building a community. If possible, please return the glass packaging items to us so we can reuse them and be more conscious towards building a sustainable environment. To encourage this even more, we’ll add in 50 zama points to your account for every 10 glass packaging items that you return. We’re in this together!

I’m disappointed Zama uses plastic? Are you working on this?  

Reducing environmental impact is in our DNA and we only use packaging where it’s essential. In some instances we use plastic to protect succulent fruit and veg (such as leafy greens) from dehydration, which would otherwise lead to food waste. We are working hard to remove the minimal plastic we use. In the meantime, we are trying to use biodegradable plastic as much as we can. Please feel free to return any plastic packaging that you can’t recycle, and we’ll dispose of it responsibly.

Why do you use packaging at all? Can’t it be loose in the crate?  

All our items are delivered in open crates so as to not waste bags to carry your order. Wherever possible we pack items loose within the crate, but we need packaging in most instances. For example, without packaging, leafy greens would dehydrate, fragile items such as tomatoes and mushrooms would be easily damaged, and we wouldn’t be able to weigh out portions of items accurately.

When suitable, we use paper bags, but for some produce, paper bags aren't an option. If we were to use paper for leafy greens and salad, the paper very quickly draws moisture from the produce and reduces its shelf life and quality, resulting in food waste. If you’d like, you can always give us cloth bags that we’ll use specifically to pack some items in your orders.

Can we recycle the packaging you use - are there schemes to give it back to you?  

We at Zama are all about building a community. If possible, please return the glass packaging items to us so we can reuse them and be more conscious towards building a sustainable environment. To encourage this even more, we’ll add in 50 zama points to your account for every 10 glass packaging items that you return. We’re in this together!

Should I wash my produce after receiving it from Zama?  

We aim to give you great tasting, ethically produced food, while trying to have a minimal impact on the environment. We avoid mechanically washing our vegetables as it can damage them, reduce shelf life, nutritional content and flavour. Washing is best done as close to eating as possible, so we leave this job to you. Our philosophy on packaging is also simple - use as little as possible without compromising quality.

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