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FREQUENTLY ASKED QUESTIONS

Frozen Basket is your personal go-to online freezer. For a smooth experience with Frozen Basket, please read through our FAQs. If you have any queries, please reach out to us at:
info@frozenbasket.com or call us at

Is there GST?

All our prices are inclusive of applicable Goods and Service Tax

Am I entitled to Free Delivery while promotional offers are running?

Delivery charges are extra (unless specified otherwise). Offers mentioned will be at a product level only.

Will I be able to order more than one of the same items?

Yes, you will be able to order more than one of the same items. Simply change the numerical value in your shopping cart to your desired quantity.

Can I edit my order once it is placed? Can I even cancel it?

Please review your order carefully before submission. In case you would like to rethink your purchase, please do so immediately (by sending us an email or calling us). Please note that orders once packed cannot be cancelled or refunded irrespective of the mode of payment.

There’s an error that keeps popping up every time I checkout.

An error message at checkout could mean a few things. Make sure your billing information is correct. This includes the card number, expiration date and CVC security code. If your card has expired or has an invalid expiration date, the payment won’t go through and you may receive an error message.

Unfortunately, there is no way for us or our system to override incorrect verification. In case you still need help, please mail us at help@frozenbasket.com

I haven’t received my order confirmation email.

Your order confirmation e-mail is sent to the e-mail address linked to your Frozen Basket Account immediately upon placing your order. If you do not receive it, please check the junk or spam folder in your email client. If you still cannot locate the confirmation, you may log into your Frozen Basket Account and select 'Order History' to view all of your orders. If the order you placed does not appear, the order was not successfully confirmed. You may also write to us at help@frozenbasket.com if you’re experiencing any difficulties in placing and / or confirming your order.

Why are the items in my shopping cart no longer available?

Items will continue to appear in your cart until you’ve removed them or checked out. Make sure you are logged in to your Frozen Basket Account. Your name will appear on the upper right side of the screen. If you are not logged in, do so by clicking the 'SIGN IN' button. If you are logged into your account and if you have not checked out or removed the items from your bag, the items may have been sold out.

Is shopping at www.frozenbasket.com secure?

Yes, we have received the Global SSL certification that ensures all the payments made to www.frozenbasket.com are secure.

Do I need to register or create an account before making a purchase?

Yes, it’s mandatory. You need to create an Account to make a purchase.

My item arrived damaged or defective. What should I do?

Products can only be returned if:

  • 1. Product delivered has passed its expiry date.
  • 2. The package has been altered or damaged during transit.
  • 3. The item delivered is not what you had placed an order for. If you are unhappy with your order, please raise your concern by reaching out to us at the time of delivery at help@frozenbasket.com.

Do you offer refunds?

Please note that orders once packed cannot be cancelled or refunded irrespective of the mode of payment. Please review your order carefully before submission. However, if your order has arrived damaged or defective, you can raise your concerns by reaching out to us at the time of delivery at refunds@frozenbasket.com. The refund will reach you in 15 working days.

Is Frozen Basket available across the country?

No. We currently operate only in Bangalore.

How do I place my order?

You can place an order from our Website and Mobile Application (coming soon).

What if products ordered by me are out of stock?

In a rare case, where products ordered by you are out of stock, we would be providing Substitutes for the product unavailable. This substitute can be of the same variant but from a different brand. The decision for the substitute is taken by our Food Specialist who has a fair understanding of product catalogue. Our specialist will also suggest alternate products, incase similar products are not available, which could be delivered in place of the ordered products. In case, we are not able to offer substitutes, we will deliver the rest of the products at your convenience and process a refund for the out of stock products in case of prepaid order or modify the Invoice in case of postpaid orders. In case of alternate products selection, the cost of these will be adjusted against original payment received and the balance will be refunded back to you or any extra cost (after confirmation from you) will be collected in cash by our Delivery Expert or will be credited to your online Frozen Basket account in case of Prepaid Orders.

How long does it take to deliver my order?

Express Delivery orders will be delivered within 120 minutes and Scheduled Delivery orders will be delivered according to the time slot selected by you. Please note some localities might not be eligible for Express Delivery.

How can I track my order?

This convenience will be added to our service offerings soon.

Can I ship to multiple addresses at the same time?

Unfortunately, we are unable to ship to multiple addresses at this time. We recommend placing separate orders for each address.

I can’t wait to get started with my Frozen Basket account.

Your e-mail address, Facebook or Google account is all that you require to sign-up and login.

I think I may have forgotten my password.

Go to the Password Reminder page and enter the e-mail address used to create your account.

think I may have forgotten which e-mail address I used!

If you can’t remember your e-mail address, then you will need to create a new Frozen Basket Account.

I would like to see my previous orders.

You can find your previous order information by logging into your Frozen Basket Account. Choose ’Order History’ for a list of all successful orders placed under your account. For any order related questions, you can contact customer care at help@frozenbasket. We’re available 7 days a week, Monday to Sunday from 7:00 AM to 9:00 PM.

What modes of payment do you accept?

We accept online payments through all major credit & debit cards, NEFT, PayU Money and cash on delivery. The payment has to be made in India Rupees, as per the final invoice.

How do I know the payment status?

It's easy, you just login to Your Account and view the Payment Status on your order in the My Orders section.

Do I get an invoice for my order?

You will receive an Invoice on delivery of the products. You can also login to Your Account and view the invoice on your order in the My Orders section.

How does COD (Cash-On-Delivery) work?

We offer COD to make your life easy. Simply place your order with us and pay for it when you receive your goods at your doorstep!

What happens in case of a payment failure?

In case of any payment failures and charges incurred refund will be routed through the vendor’s payment gateway. Refund is back to source only and subject to third party vendor’s policy. Comment: payment to other than customer account. /third party payment t is not permitted under prevention of money laundering Act.

Note: What if customer pays cash on delivery and seeks refund due to cancellation?

Ask for Bank account details for NEFT, account details should match, if not, then a declaration is necessary.

Do you charge for the delivery?

A flat delivery charge of Rs.35 (including GST) is applicable on all deliveries.

I am unable to log in to my account.

Try the 'Forgot Password' option. If you’re still not able to log in, please write to us at help@frozenbasket.com along with your registered email address.

How do I change my address?

Go to your Account panel and just edit your address. Your default address will be updated automatically.

Can I order for a delivery to a different address?

Yes, you can add a new address in your Account panel. You can add and save as many addresses as you want to.

Transaction money was deducted, but I did not get an order confirmation.

This generally happens due to an issue from your bank side, where the funds are held up. Typically, you should get an automatic refund within 72 hours. However, if you still want to clarify, please contact our team via email at refunds@frozenbasket.com.

I have a business proposal for Frozen Basket.

Please write to us at help@frozenbasket.com with all the necessary details. Your proposal will be shared with the relevant team. If your proposal interests us, we’ll get back to you.

I want to work for Frozen Basket.

We’re always on the hunt for talented individuals to join our team. Please send in your resume to help@frozenbasket.com.

Can I pick up my order from your nearest outlet?

Yes, we do have outlets but we are mainly an online store. You can use our website to place your order and have us deliver it to your doorstep.

I have not yet received my refund for online payment.

Once the refund process has been initiated, the amount will be returned to your bank account within 7 business days. If you haven’t received your refund within 7 business days, please reach out to us at refunds@frozenbasket.com.

I have not received my order. Who do I contact?

Go to Order History under your Account and check the status of your order. If you still have any queries, then please contact us at help@frozenbasket.com

I received an incomplete order.

We apologize for the inconvenience caused. Please contact our team at help@frozenbasket.com. We’ll address your issue immediately.

I want to place a bulk order.

Yes, we do take bulk orders. Send us a mail to institution@frozenbasket.com and please specify the product(s), quantity, date and time that you require the order.

I want to unsubscribe from Frozen Basket promotional emails and SMS.

Use the unsubscribe button at the footer of your email or send us an email at help@frozenbasket.com. You’ll be missed. If you have a change of heart, our doors are always open.

Are products sold on Frozen Basket Halal?

Yes. All products sold by us are Halal certified.

Where and how long can I store the products?

Refer to the expiry date and store the products in the freezer or as indicated on the product.

How long do you store the products for?

Refer to the expiry date for more information.

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Mobile App

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