Last Updated: 12 August 2026

At FOXENA, we aim to ensure that your order is carefully packed and delivered to you safely and efficiently.

This Shipping Policy explains our order processing, shipping, tracking and delivery procedures for orders placed through foxena.shop.

1. Shipping Partner

FOXENA ships orders through Shiprocket and its associated courier partners.

The courier partner assigned to a particular shipment may vary depending on factors such as:

• Delivery PIN code

• Courier serviceability

• Shipment weight

• Delivery location

• COD availability

• Courier performance and availability

The final courier partner and tracking details will be available after the order is dispatched.

2. Order Processing & Dispatch

Orders are generally processed, packed and dispatched within 3 days of successful order confirmation.

We make reasonable efforts to dispatch orders as quickly as possible.

Dispatch may occasionally take longer during:

• Festivals

• Public holidays

• High order volumes

• Extreme weather conditions

• Courier disruptions

• Operational or supply-related disruptions

• Circumstances beyond our reasonable control

If there is a significant issue affecting your order, we will make reasonable efforts to communicate the relevant update.

3. Estimated Delivery Time

After dispatch, orders are generally expected to be delivered within approximately:

5–7 business days

Actual delivery time may vary depending on:

• Customer location

• PIN code

• Courier partner

• Local serviceability

• Weather conditions

• Public holidays

• Transportation disruptions

• Local restrictions

• Other circumstances beyond our reasonable control

Any delivery date displayed on our website, checkout page, tracking page, SMS, email or courier platform should generally be treated as an estimated delivery date, unless expressly stated otherwise.

4. Shipping Charges

Shipping charges, where applicable, may depend on the order value, delivery location, applicable promotion or other shipping conditions.

The applicable shipping charge, if any, will be displayed to you before completion of your order.

FOXENA will not intentionally add undisclosed mandatory shipping charges after an order has been confirmed.

Free shipping may be offered on eligible orders from time to time according to the offer conditions displayed on our website.

5. Order Tracking

Once your order has been dispatched and tracking information becomes available, you may receive shipment updates through one or more of the following:

• Email

• SMS

• WhatsApp, where enabled

• FOXENA order tracking

• Shiprocket tracking

• Courier partner tracking

Tracking information may include an AWB/Tracking Number or Order ID.

Please note that tracking information may not update immediately after dispatch. Courier tracking normally begins updating after the shipment is scanned into the courier network.

6. Cash on Delivery

Cash on Delivery (COD) may be available for eligible orders and serviceable PIN codes.

COD availability may depend on:

• Delivery location

• Courier partner availability

• Order value

• Previous delivery history

• Fraud-prevention checks

• Other reasonable logistics requirements

Where any advance or partial payment is required for a COD order, the applicable amount will be disclosed before the customer confirms the order.

7. Delivery Address

Customers are responsible for providing complete and accurate delivery information, including:

• Full name

• Mobile number

• House/Flat number

• Street/Area

• Landmark, where required

• City

• State

• PIN code

Please carefully verify your shipping information before placing an order.

If you notice an error after placing your order, contact us as soon as possible at:

support@foxena.shop

We will make reasonable efforts to update the address before dispatch, but changes cannot be guaranteed once the shipment has been processed or handed over to the courier partner.

8. Failed Delivery Attempts

Courier partners may attempt to contact the customer if they face difficulties completing a delivery.

Customers should ensure that the registered mobile number remains reachable around the expected delivery period.

Delivery may fail because of circumstances including:

• Customer unavailable at the delivery address

• Incorrect or incomplete address

• Incorrect PIN code

• Incorrect contact number

• Customer refusing a valid order

• Repeated unsuccessful delivery attempts

In such situations, the shipment may be returned to FOXENA as Return to Origin (RTO).

9. Return to Origin (RTO)

If an order is returned to us due to unsuccessful delivery, we will review the circumstances before deciding the appropriate resolution.

Where the failed delivery was caused by incorrect information supplied by the customer, repeated customer unavailability or refusal of a valid order, any reshipping charge or legally permissible deduction will be communicated before further action is taken.

If the delivery failure resulted from FOXENA or the courier service rather than the customer, the appropriate replacement, reshipment or refund will be handled without unfairly charging the customer.

Nothing in this section limits any right available under applicable consumer law.

10. Delayed Shipments

Occasionally, delivery may be delayed because of circumstances including:

• Courier network disruption

• Severe weather

• Natural disasters

• Transport strikes

• Government restrictions

• Public holidays

• Operational issues

• Remote-location serviceability

• Unexpected logistics disruptions

If your shipment appears unusually delayed, please contact us at:

support@foxena.shop

We may coordinate with Shiprocket and the assigned courier partner to investigate the shipment.

Delivery estimates do not remove any statutory remedy available to a consumer where an order is not delivered as required under applicable law.

11. Lost Shipments

If a shipment is confirmed as lost in transit, FOXENA will investigate the matter with Shiprocket and/or the relevant courier partner.

Once the loss is reasonably confirmed, an eligible customer may be offered:

• Replacement, or

• Refund

depending on the circumstances and product availability.

Customers will not be required to bear the loss of a shipment where the loss occurred during delivery before lawful delivery to the customer.

12. Damaged or Tampered Shipment

Please inspect the outer packaging when your order is delivered.

If the parcel appears:

• Severely damaged

• Opened

• Torn

• Leaking

• Materially crushed

• Tampered with

please photograph the package and contact FOXENA as soon as possible.

For food-safety reasons, do not consume a product if its package or seal appears compromised or if the product appears unsafe.

Please contact:

support@foxena.shop

and provide:

• Order number

• Product details

• Clear photographs of the parcel

• Clear photographs of the affected product

• Batch/Best Before information, where relevant

Eligible claims will be handled according to our Return & Refund Policy and applicable law.

13. Incorrect or Missing Products

If you receive:

• The wrong product

• The wrong flavour

• Incorrect quantity

• An incomplete order

• A product that was not part of your order

please contact us within 7 days of delivery for faster resolution.

We may request photographs or other reasonable information to verify the issue.

Eligible cases will be resolved through replacement, reshipment or refund as appropriate.

14. Split Shipments

In certain circumstances, an order containing multiple products may be shipped in more than one package.

Different packages may:

• Have different tracking numbers

• Be handled by different courier partners

• Arrive on different dates

Where this occurs, you will not be charged an additional shipping fee merely because FOXENA chooses to split an already-confirmed order, unless a separate charge was clearly disclosed and agreed before purchase.

15. Modification or Cancellation

If you wish to modify or cancel an order, please contact us as soon as possible after placing it.

Once an order has been packed, dispatched or handed over to the courier partner, modification or normal cancellation may no longer be possible.

Order cancellations and applicable refunds are subject to our Cancellation Policy and applicable consumer law.

16. Delivery Confirmation

A shipment may be treated as delivered where the courier's legitimate delivery records confirm successful delivery to:

• The customer

• An authorised recipient

• A person accepting delivery at the supplied address

If your tracking status shows Delivered but you have not received the order, please contact us promptly at support@foxena.shop so that we can investigate the issue with the courier partner.

17. Responsibility of Courier Partners

FOXENA uses third-party logistics services, including Shiprocket and courier companies available through its network.

While delivery operations may be performed by third-party courier providers, FOXENA will remain your primary point of contact for concerns relating to an order purchased directly from foxena.shop.

Customers should contact FOXENA for order-related support instead of being required to independently resolve a seller-side complaint with a courier company.

18. Force Majeure

Delivery may occasionally be affected by circumstances genuinely beyond our reasonable control, including:

• Natural disasters

• Floods

• Severe weather

• Epidemics or pandemics

• War or civil disturbance

• Government restrictions

• Major transport disruption

• Strikes

• Network outages

• Other comparable events

FOXENA will make reasonable efforts to fulfil affected orders and communicate material disruptions.

This provision does not restrict any statutory consumer right or remedy available under applicable Indian law.

19. Consumer Rights

Nothing in this Shipping Policy is intended to exclude, restrict or override any right or remedy available to consumers under:

• The Consumer Protection Act, 2019

• Consumer Protection (E-Commerce) Rules, 2020

• Applicable food-safety laws

• Other applicable laws and regulations in India

Where applicable law provides a customer with a stronger right or remedy, the applicable statutory requirement will prevail.

20. Contact Us

For shipping, tracking or delivery-related assistance, contact:

FOXENA
Website: foxena.shop
Email: support@foxena.shop
FSSAI Lic./Reg. No.: 20426153000064

When contacting us about an existing shipment, please include your Order Number so that we can assist you more efficiently.