How do new customers start ordering?

New customers can begin by registering on our SpiceCatch website or mobile app. Registration involves providing basic contact details such as your email address and phone number, along with creating a secure password. Once your account is set up, you gain access to the full product catalog, personalized order tracking, and the ability to save favorite items for quick reordering. For bulk or B2B clients, registration may include additional verification steps to ensure smooth business transactions. If you face any difficulty during registration, our customer support team is available at support@spicecatch.com or +91 81228 30700 to assist you.

Can I order without registering?

For standard B2C customers, guest checkout is available for convenience, allowing you to place orders without creating a full account. However, registering an account is highly recommended to access benefits such as invoice downloads, order history, and faster checkouts. For B2B customers or those placing bulk orders via SpiceCatch Bulk, registration is mandatory. This helps us maintain accurate business records, provide GST-compliant invoicing, and extend customized pricing or packaging options tailored for your business.

What should I do if I forget my password?

If you forget your password, click on the ‘Forgot Password’ link on the login page. You will be prompted to enter your registered email or mobile number, and a secure password reset link or OTP will be sent to you. Follow the instructions to create a new password. If you encounter any issues during the reset process, please contact support@spicecatch.com or call +91 81228 30700 for prompt assistance.

How do I update my profile or delivery details?

Once logged in, you can navigate to the ‘Profile Settings’ or ‘Account Details’ section on the website or app. Here, you can update your contact information, delivery address, and payment preferences at any time. Keeping your information up to date ensures smooth order processing and timely deliveries. For B2B clients, it is especially important to keep business addresses and GST details current for accurate invoicing.

Can I maintain separate accounts for personal and business orders?

Yes, you can create and manage separate accounts for personal (B2C) and business (B2B or BigBulk) orders. This helps us tailor offers, invoicing, and delivery options specific to your usage. However, each account requires a unique email or mobile number for registration. If you require assistance linking accounts or managing multiple profiles, please reach out to our support team.

How do I place an order on SpiceCatch?

To place an order, browse our product catalog on the website or app and select the items you wish to purchase. You can add products to your cart, specify quantities, and choose the desired product variant (such as weight or cut type). Proceed to checkout by confirming your delivery address and selecting a payment method. For B2C customers, options like Express (90-120 minutes) and Standard (3-5 hours) delivery slots are available during checkout. B2B and bulk orders require registration and may involve placing orders through our B2B portal or via direct communication with the sales team. Once the order is confirmed, you will receive an order number and tracking details via SMS and email.

Can I modify or cancel my order after placing it?

Orders can only be modified or canceled before they enter the processing stage. Because SpiceCatch prioritizes rapid delivery and freshness, once your order is being prepared or dispatched, cancellations or changes are not possible. To request a modification or cancellation, contact our customer support immediately at support@spicecatch.com or call +91 81228 30700. We recommend acting quickly to avoid inconvenience.

How do I place a bulk order or B2B order?

For bulk orders or B2B clients such as wholesale, HoReCa, general, and modern trade businesses, ordering can be done through our dedicated B2B portal or by contacting our sales team directly at contact@spicecatch.com or +91 87922 37109. Bulk orders qualify for special pricing, customized packaging, and flexible delivery scheduling. We assist our B2B clients with monthly invoice summaries and detailed documentation to ease accounting processes.

Can I save my frequent orders for quick reordering?

Yes, registered customers have the option to save favorite products and entire orders within their account dashboard. This feature enables quick reorder placements, saving time and effort for regular purchases. This is particularly useful for bulk or recurring B2B orders.

Are there order quantity limits?

For regular B2C customers, minimum order values apply (typically ₹499) to ensure efficient delivery. Bulk orders have different minimums based on product type and business requirements. For B2B customers, order quantities are generally flexible, and the sales team can assist in defining suitable order sizes and delivery schedules.

What delivery options does SpiceCatch offer for B2C customers?

SpiceCatch provides two convenient delivery options for B2C customers to suit different needs: Express Delivery: For urgent requirements, we offer express delivery within 90 to 120 minutes of order confirmation, ensuring you receive fresh products quickly. Standard Delivery: For regular purchases, standard delivery is available within 3 to 5 hours, which offers flexibility at competitive pricing.

How are delivery timings managed for B2B clients?

B2B deliveries, including wholesale and HoReCa orders, are typically scheduled within 24 to 48 hours, depending on order volume and logistics planning. Clients are encouraged to coordinate preferred delivery slots with our sales team to ensure timely receipt and stocking.

Can I schedule or choose delivery time slots?

Yes, both B2C and B2B customers can select preferred delivery time windows during checkout or order placement. This allows for greater convenience and helps ensure that someone is available to receive the delivery.

What happens if I am unavailable at the scheduled delivery time?

If delivery is missed, our logistics team will attempt to contact you to reschedule at the earliest available slot. It is important to keep your contact details up to date to facilitate smooth communication.

Does SpiceCatch deliver on weekends and holidays?

Yes, SpiceCatch provides deliveries on Saturdays, Sundays, and most public holidays to meet your needs. Availability may vary by location and order type.

Where does SpiceCatch currently deliver?

At present, SpiceCatch delivers primarily within Bengaluru and select adjoining areas. We are continuously expanding our service footprint to reach more customers. Please check the delivery availability by entering your postal code during signup or order placement.

Are delivery zones different for B2C and B2B orders?

Yes, delivery coverage for B2B clients including wholesalers, HoReCa, and retail trade partners may be broader and customized based on business requirements. B2B deliveries often utilize specialized logistics arrangements.

How can I confirm if my location is serviceable?

You can check serviceability by entering your postal code or address during registration or at checkout. If you have doubts, contact support@spicecatch.com or call +91 81228 30700.

Are there additional delivery charges for remote or outlying areas?

Delivery fees vary based on your location and order size. Remote or less accessible locations may incur extra charges, which will be communicated during order confirmation.

Can special delivery arrangements be made for bulk or B2B orders outside usual zones?

Yes, for bulk and B2B clients, we can arrange special deliveries beyond our standard zones. Please coordinate with your sales representative or contact contact@spicecatch.com.

What payment options does SpiceCatch accept?

We accept a wide range of payment methods for your convenience, including credit and debit cards, UPI, net banking, and popular digital wallets. This applies to both B2C and B2B customers.

How does SpiceCatch ensure payment security?

All online payments are processed through secure, PCI-DSS-compliant gateways with SSL encryption. We do not store sensitive payment information on our servers, protecting your data from unauthorized access.

Is Cash on Delivery (COD) available?

COD is offered for select B2C orders to provide flexibility. However, bulk and B2B orders require prepaid payment or approved credit terms to streamline processing and delivery.

Can I use digital wallets or EMI options?

You can use supported digital wallets during checkout. Currently, EMI options are not available but may be introduced in the future.

What should I do if my payment fails or needs a refund?

In case of payment failure, your bank or payment provider will automatically refund the amount. If you do not receive a refund within a few days, please contact support@spicecatch.com. For refunds on canceled or returned orders, please follow our returns process detailed in Section 12.

How are product prices determined at SpiceCatch?

Prices are set based on a combination of factors including the product category, weight, cut type (such as whole fish, fillet, curry cut), and current market conditions. All prices displayed on the website and app are inclusive of GST to ensure transparency. For B2B clients, customized pricing and volume discounts are available based on order size and frequency. The pricing structure is uniform across B2C and B2B models to maintain fairness, with the possibility of special negotiated terms for wholesale partners.

Are there discounts or special offers for bulk or B2B orders?

Yes. B2B clients and customers placing bulk orders through our BigBulk platform benefit from special pricing, volume-based discounts, and flexible payment options. These offers are designed to support businesses such as retailers, wholesalers, and HoReCa establishments. To explore bulk discounts and special pricing, please contact our sales team at contact@spicecatch.com or call +91 87922 37109.

How do I apply promo codes or coupons?

Promo codes can be entered at the time of checkout in the ‘Apply Coupon’ field. Once applied, any eligible discount will reflect immediately in your order summary. Promo codes may have terms and conditions including minimum order value or limited validity.

Are prices inclusive of GST and other taxes?

Yes, all prices displayed on our platform include GST as per applicable tax laws. Your invoices will clearly itemize GST components along with product prices to help with accounting and compliance.

Can prices change after I place an order?

No. Once your order is confirmed and payment is made, the price is locked and will not change. Any price updates apply only to new orders placed after the change.

How does SpiceCatch ensure product freshness?

Freshness is our highest priority. We source products directly from trusted fishermen, farms, and suppliers who follow ethical and hygienic practices. From the moment of catch or harvest, products are handled under strict cold chain conditions using refrigerated transport and insulated packaging to maintain optimal temperature. Additionally, all products undergo quality checks before packing to ensure you receive only the freshest seafood and meat.

Are SpiceCatch products inspected and certified?

Yes. All products meet stringent quality and safety standards. We comply with government regulations and food safety guidelines. Our suppliers are regularly audited and certified. For certain products, lab test reports or quality certificates can be provided upon request, especially for B2B clients who require additional compliance documentation.

What happens if I receive damaged or spoiled products?

We strive to deliver products in perfect condition. If you receive items that appear damaged, spoiled, or not as described, please report the issue to support@spicecatch.com or call +91 81228 30700 within 2 hours of delivery. We will initiate a replacement or refund after verifying the claim.

How is product traceability maintained?

Each batch of products is tracked through our supply chain system, from source to delivery. This traceability ensures transparency and accountability, allowing us to investigate and resolve quality issues effectively and maintain customer confidence.

Are there guarantees on product quality?

Yes, we guarantee that all products meet our quality standards. In case of any concerns, our customer support team is available to resolve issues promptly.

How are product weights and cuts itemized?

SpiceCatch provides detailed product descriptions including the exact weight, type of cut (e.g., whole cleaned fish, curry cut, boneless fillet), and packaging details. These details are reflected clearly on invoices and packing slips, allowing customers to verify the order contents.

Can I choose specific cuts or size grades for my products?

Yes, many products offer multiple variants based on cut type and size grading. For example, fish may be available whole, headless, curry cut, or boneless fillet with weight ranges clearly specified. Size grading follows market standards and is designed to meet diverse customer preferences.

Are combo packs or special packs like BigBulk available?

Yes, for customers looking to order in bulk quantities or a mix of products, SpiceCatch offers combo packs and the BigBulk option. These packs provide convenience and cost savings, especially useful for B2B clients or families.

How do you determine size grading for seafood and meat?

Size grading is based on weight ranges or count per kilogram, following industry benchmarks similar to Licious or FreshToHome. For example, prawns are graded by count/kg, and fish by weight ranges to ensure consistent product quality and pricing.

Is product variant information included in invoices?

Yes, invoices and packing documentation itemize product variants with clear mention of weight, cut, and any other relevant details for customer reference.

What kind of packaging does SpiceCatch use?

We use high-quality, food-grade, insulated packaging designed to maintain product freshness and prevent leakage during transit. Packaging materials are leak-proof, hygienic, and compliant with food safety standards.

Is your packaging eco-friendly or sustainable?

Wherever possible, we use eco-friendly and recyclable packaging materials to reduce environmental impact. For example, biodegradable covers and recyclable cold boxes are integrated into our packaging processes.

Can I request customized packaging?

Customized packaging options, including private labeling or branded packaging, are available for B2B clients and resellers on request. Please contact partnership@spicecatch.com or call +91 87922 37109 to discuss your requirements.

Are packaging materials returnable?

For B2B clients, we offer returnable packaging such as crates and cold boxes, often with refundable deposits to encourage reuse and reduce waste. Customers are advised to coordinate returns with our logistics team.

What if packaging is damaged upon delivery?

If you notice any damage to the packaging at the time of delivery, please report it immediately to the delivery person and contact support@spicecatch.com. We will work to resolve the issue promptly, including replacement if necessary.

How is the cold chain maintained during delivery?

SpiceCatch ensures all products stay between 0–4°C using refrigerated vehicles (for B2B and bulk orders), insulated boxes with gel packs (for B2C), and cold storage facilities. Temperature is monitored throughout to maintain freshness.

Can I get temperature logs or compliance reports?

Yes. B2B clients can request temperature logs and cold chain compliance documents for any delivery via support@spicecatch.com.

What safeguards are in place to prevent spoilage?

We use cold rooms, insulated packaging, and fast delivery schedules to minimize spoilage. Express orders (delivered in 90–120 mins) and Standard orders (3–5 hours) are packed to maintain safe temperatures.

Are all vehicles refrigerated?

Fully refrigerated vehicles are used for B2B and bulk orders. B2C deliveries use fast transit and thermal packaging to maintain temperatures within 0–4°C.

What happens if temperature control is compromised?

If a delay risks spoilage, our support team will notify you. We arrange for replacements or refunds promptly. Reach us at +91 81228 30700.

Do you provide GST-compliant invoices?

Yes, all SpiceCatch invoices are fully GST-compliant. Each invoice contains your GSTIN, our GST details, HSN codes for products, tax breakup (CGST, SGST, IGST), and the invoice number as required by Indian tax laws. This ensures that both B2C and B2B customers receive legally valid invoices suitable for accounting and GST filing purposes.

Can invoices be customized?

Invoices can be customized to some extent for B2B clients, such as adding your company name, billing address, or purchase order numbers while maintaining GST compliance. However, the core invoice format including mandatory GST details cannot be altered to ensure legal validity. For special customization needs, please contact support@spicecatch.com.

Where can I download my invoices?

Invoices are available for download through your customer dashboard on the SpiceCatch website or app once your order has been delivered. B2B clients also receive monthly invoice summaries and detailed reports to facilitate smooth accounting and reconciliation.

What documents come with B2B deliveries?

Every B2B delivery includes tax invoices, delivery challans, and packing slips to ensure complete order transparency. Upon request, we also provide temperature logs documenting cold chain compliance, which is often required by regulatory authorities or internal quality audits.

How do I request invoice duplicates or corrections?

If you need a duplicate invoice or corrections, please email support@spicecatch.com within 24 hours of delivery. Corrections are permitted only if the invoice has not been filed in GST returns. Our support team will verify and process your request promptly to avoid accounting issues.

What is your order cancellation policy?

Orders can be canceled only before processing begins to ensure freshness and timely delivery. Please contact support@spicecatch.com or call +91 81228 30700 immediately if you wish to cancel. Once the order is being packed or dispatched, cancellations are not permitted.

How do I request a return for damaged or spoiled products?

If you receive damaged or spoiled products, please report the issue within 2 hours to support@spicecatch.com with photos and order details. Our team will assess the claim and arrange for a replacement or refund as applicable.

Are all products eligible for returns?

Only perishable products with genuine quality issues reported promptly are eligible for return. For safety and hygiene reasons, opened or unpackaged items cannot be returned.

How long does it take to process refunds?

Refunds are typically processed within 3 to 5 business days after approval of your claim. Refunds will be issued via the original payment method.

Are there any charges for cancellations or returns?

There are no charges for cancellations made before processing. Return shipping or handling charges may apply in specific cases, which will be communicated clearly before processing.

Who qualifies as a B2B client at SpiceCatch?

B2B clients include wholesalers, retailers, HoReCa (Hotels, Restaurants, Catering), general trade, and modern trade partners who require regular bulk supplies.

How do I register as a B2B client?

To register as a B2B client, please contact our sales team at contact@spicecatch.com or call +91 87922 37109. Our team will guide you through the registration, verification, and onboarding process to ensure tailored service.

Are there special payment and invoicing terms for B2B customers?

Yes. Verified B2B clients can avail credit terms, monthly invoicing, and customized payment options designed to support business cash flows and accounting practices.

Can I get bulk order discounts?

Absolutely. Bulk order discounts and special pricing are part of our B2B offerings. Pricing depends on order volume, frequency, and client profile. Contact our sales team for detailed quotes.

Do you provide marketing support for B2B clients?

Yes, we offer co-branded marketing materials, promotional campaigns, and sales training to help our B2B clients grow their business and drive product awareness.

How can I become a reseller or partner with SpiceCatch?

Interested resellers and partners can initiate the process by contacting partnership@spicecatch.com or calling +91 87922 37109. Our partnership team will assess your business profile and discuss opportunities for collaboration.

Can I sell SpiceCatch products under my own brand?

Currently, SpiceCatch does not offer private labeling or white-label services. All products must be sold under the SpiceCatch brand to maintain quality and brand consistency.

What kind of marketing support is provided to resellers?

Resellers receive marketing collaterals, product training, and promotional support to assist in their sales efforts. We collaborate closely to co-create campaigns suited for your market.

Who handles partnership inquiries?

The dedicated partnership team can be reached at partnership@spicecatch.com or via phone at +91 87922 37109 for all reseller and alliance inquiries.

Are exclusivity or territorial agreements available?

Exclusivity arrangements are considered on a case-by-case basis and depend on business volume and strategic fit. Please discuss your requirements with the partnership team.

How do I contact SpiceCatch customer support?

Our customer support team is available via email at support@spicecatch.com or by phone at +91 81228 30700 to assist you with order issues, product queries, or any other concerns.

What are the support hours?

Customer support operates Monday through Saturday, from 9 AM to 7 PM IST. We strive to respond to all queries promptly during these hours.

How do I escalate an unresolved issue?

If your issue remains unresolved, please contact our admin team at admin@spicecatch.com. They coordinate escalations to ensure timely resolution.

Can I get support via phone?

Yes, phone support is available during business hours on +91 81228 30700 for quick assistance.

Do you offer live chat support?

Currently, live chat support is available on our website and app during business hours to provide instant help.

How can I track my order?

Once your order is confirmed, you will receive an order number and tracking details via SMS and email. You can track your order status in real time through your SpiceCatch account dashboard on the website or app. Tracking includes updates from order acceptance, packing, dispatch, to delivery.

What should I do if my order is delayed?

While we strive to meet promised delivery times, occasional delays may occur due to traffic, weather, or logistics challenges. If your order is delayed beyond the expected delivery window, please contact customer support at support@spicecatch.com or +91 81228 30700. We will promptly investigate and keep you informed.

What happens if the delivery address is incorrect or incomplete?

Please ensure your delivery address is accurate and complete when placing orders. If an error is detected, contact support immediately to update the details. If delivery fails due to incorrect address, re-delivery charges may apply.

Can I reschedule a delivery?

Rescheduling is possible only if the order has not yet entered the dispatch stage. Contact customer support as soon as possible to request changes. For orders in transit or delivered, rescheduling is not feasible.

What if the delivery person cannot contact me?

Delivery agents will attempt to contact you at the phone number provided. If unreachable, they will leave a notification and attempt re-delivery where possible. Keeping your contact info updated helps avoid such issues.

Does SpiceCatch use returnable packaging?

For B2B clients, returnable packaging like crates and cold boxes is provided to encourage sustainability. These are usually supplied with refundable deposits to ensure return and reuse, minimizing environmental impact.

How do I return packaging materials?

Customers using returnable packaging can coordinate returns with our logistics team during subsequent deliveries or pickups. Please contact support@spicecatch.com for assistance.

Are all packaging materials recyclable?

We prioritize eco-friendly and recyclable packaging materials wherever possible, including biodegradable covers and recyclable cold boxes. Our sustainability team continuously explores greener alternatives.

Can packaging be customized for eco-friendliness?

Customized packaging that adheres to eco-friendly standards can be arranged for B2B partners on request. Reach out to support@spicecatch.com to discuss options.

How does SpiceCatch minimize packaging waste?

Our supply chain optimizes packaging size to reduce waste, uses reusable materials for bulk deliveries, and promotes returnable packaging to create a circular packaging ecosystem.

Are SpiceCatch products compliant with food safety regulations?

Absolutely. We comply with all applicable Indian food safety laws including FSSAI regulations. Our sourcing, processing, packaging, and delivery strictly adhere to hygiene and safety standards.

Are the products lab tested?

Selected products undergo periodic lab testing for microbial contamination, freshness indicators, and chemical residues to ensure safety. Lab test results are available to B2B clients on request.

How is cold chain compliance monitored?

Temperature logs and monitoring devices are used throughout the supply chain. B2B clients can request cold chain documentation for regulatory compliance and audits.

What certifications does SpiceCatch hold?

We hold necessary licenses and certifications including FSSAI central license and maintain records for quality audits. Copies can be provided to authorized clients.

What should I do if I suspect a product safety issue?

Immediately contact support@spicecatch.com or call +91 81228 30700 with details and photos. We will prioritize investigation and action.

Does SpiceCatch offer subscription plans?

Yes. Our “SpiceCatch Signature” subscription plan allows customers to schedule regular deliveries of their favorite products with convenient payment and delivery options.

How does the subscription work?

After subscribing, you can customize the frequency, product selection, and delivery slots. The system automatically processes orders on schedule, offering priority delivery and potential discounts.

Can I pause or cancel my subscription?

Yes, you can pause or cancel your subscription anytime via your account dashboard or by contacting support@spicecatch.com.

Are there loyalty rewards?

We offer loyalty points and rewards for frequent customers, which can be redeemed against future purchases or special offers. Details are available on your account profile.

Is subscription available for B2B clients?

Subscription models are primarily for B2C customers. B2B clients may negotiate standing orders or repeat supply contracts via contact@spicecatch.com.

How does SpiceCatch protect my personal data?

We adhere to stringent data protection policies compliant with Indian IT and data privacy laws. Personal information collected during registration and ordering is encrypted and stored securely.

Is my payment information safe?

All payment transactions use secure, PCI-DSS-compliant gateways with SSL encryption. We do not store sensitive payment card data on our servers.

Do you share my data with third parties?

We do not sell or share your personal data with unauthorized third parties. Data sharing with service providers is limited to those necessary for order fulfillment and is governed by strict confidentiality agreements.

How can I request data deletion or access?

You may request access to or deletion of your personal data by contacting admin@spicecatch.com. We comply with legal requirements and respond promptly.

Does SpiceCatch use cookies or tracking technologies?

Our website and app use cookies to improve user experience and analytics. You can manage cookie preferences in your browser or app settings.