Overview
Maazu is built around one promise: getting your groceries to you in promptly and responsibly. This policy explains how our delivery service works, what to expect after you place an order, and how we handle exceptions. By placing an order on Maazu, you agree to the terms outlined here.
🛵 Our goal is to deliver your order promptly from order confirmation. Actual delivery time may vary based on distance, weather, traffic, and order volume.
Delivery Areas
Maazu currently delivers within select pincodes in Kolkata, West Bengal. Delivery availability is determined by your saved or entered delivery address at checkout.
- You can check whether your area is serviceable on our Delivery Zones page or by entering your pincode at checkout
- If your area is currently unserviced, you will be notified at checkout and will not be able to place an order
- Delivery zones may change over time as we expand — check back regularly or sign up for updates
- Orders can only be delivered to the address confirmed at the time of placing the order; addresses cannot be changed after order confirmation
Maazu reserves the right to modify, expand, or restrict its service zones at any time without prior notice.
Delivery Time
We aim to deliver all orders promptly after confirmation. Here's how our delivery timeline works:
- Order Confirmation: You'll receive an in-app and SMS confirmation immediately after placing your order
- Picking & Packing: Our warehouse team begins picking your items right away — typically within 2–5 minutes
- Dispatch: A delivery partner is assigned and dispatched from our nearest dark store
- Delivery: Your order arrives at your door, usually at your door shortly after confirmation
⏱ Delivery times may be longer during peak hours, festive seasons, adverse weather conditions, or in the event of unusually high order volumes. We'll keep you updated via in-app notifications if there's a delay.
Maazu does not currently support scheduled or future-dated deliveries — all orders are fulfilled on-demand.
🧡 A note on our delivery partners: We aim for prompt because we are efficient — not because we pressure our partners to rush. We never ask them to speed, jump signals, or compromise their safety to meet a time target. Their wellbeing always comes first. If your order takes a little longer, it is because we are doing the right thing.
Delivery Fees
Delivery fees are calculated at checkout and depend on your order value and delivery location. Our current fee structure is:
- Orders above ₹199: Free delivery
- Orders below ₹199: A small delivery fee applies, displayed clearly at checkout before you confirm
- Additional surge fees may apply during high-demand periods or adverse weather — you will always be informed before confirming your order
Maazu may revise its delivery fee thresholds at any time. The applicable fee will always be shown transparently at checkout.
🎉 Keep an eye out for promotional offers and Maazu Pass subscriptions that include free or discounted delivery on every order.
Order Tracking
You can track your order in real time through the Maazu app from the moment it is confirmed until it reaches your door.
- Open the app and go to My Orders to see your order status
- You'll receive push notifications and/or SMS updates at key stages — order confirmed, order dispatched, and order delivered
- If you have concerns about a delayed order, tap Need Help? within the order screen to contact support directly
Failed Deliveries
A delivery is considered failed if:
- You are unavailable or unreachable at the delivery address when the partner arrives
- The delivery address provided is incomplete, incorrect, or inaccessible
- You refuse to accept the order at the door
In the event of a failed delivery, our delivery partner will attempt to contact you via phone. If no response is received, the order will be returned to our facility and marked as undelivered.
- Prepaid orders: A refund will be initiated to your original payment method or Maazu Wallet (Coming Soon) within 24–48 hours
- COD orders: No charge is applied since payment was not collected
- Repeated failed deliveries may result in a review of your account and, in cases of suspected misuse, account suspension
📍 Please ensure your delivery address and contact number are accurate and that someone is available to receive the order. We are unable to redeliver returned orders.
Damaged or Missing Items
We take great care in packing every order. However, if you receive a damaged product or find that an item is missing from your delivery:
- Go to Profile My Orders and select the relevant order
- Tap Report an Issue and select the affected item(s)
- Issues must be raised within 24 hours of delivery
- Our team will review your report and respond within 24 hours
Approved claims will be resolved via one of the following:
| Payment Method | Refund Timeline |
|---|---|
| Maazu Wallet / Credits (Coming Soon) | Instant |
| UPI / Net Banking | 24–48 hours after approval |
| Credit / Debit Card | 5–7 business days |
| Cash on Delivery | Maazu Wallet (Coming Soon) or bank transfer on request within 7 days |
Contact Us
If you have any questions about your delivery or this shipping policy, our support team is here to help:
- Email: contact@maazu.store
- Phone: +91 98307 17132
- Address: Maazu, Samsul Huda Road, Kolkata 700017, West Bengal, India