Frequently Asked Questions

Explore our most commonly asked questions below.

Returns & Exchanges

What is your return policy?

Due to the nature of our food products, all sales are final. Once an order has been shipped, it cannot be returned or exchanged.
We take great care in packaging and quality. However, if you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos, and we’ll make it right.

How do I start a return or exchange?

If your order arrives damaged or incorrect, please contact us within 48 hours with your Order ID and supporting images. We will ensure a prompt and thoughtful resolution.

When will I get my refund?

Refunds are processed within 2–3 working days after approval and may take 5–7 business days to reflect in your account.

Can I exchange an item for a different size?

Exchanges are not available after shipping. Replacements are offered only for damaged or incorrect items reported within 48 hours.

Ordering & Payment

What payment methods do you accept?

We currently accept:
UPI Payments (Google Pay, PhonePe, Paytm, etc.)
Credit & Debit Cards (Visa, Mastercard, RuPay)
Net Banking (All major Indian banks)
All payments are processed through secure and trusted payment gateways to keep your information safe.

Is Cash on Delivery (COD) available?

At the moment, Cash on Delivery (COD) is not available.
We currently accept secure online payments via UPI, Credit/Debit Cards, and Net Banking to ensure a smooth and reliable checkout experience.

Can I apply a promo code or gift card at checkout?

Yes, enter your promo code or gift card at checkout to avail the discount.

Shipping & Delivery

Where do you ship?

We currently ship across India only.
From the hills of Darjeeling to your doorstep, we ensure our handcrafted Titaura reaches you safely and fresh, wherever you are in the country.

How long does shipping take?

Shipping timelines may vary depending on your location and pin code. Typically, orders are delivered within 6–7 working days from the date of dispatch.
We strive to ensure your order reaches you as quickly as possible while maintaining the freshness and quality of our handcrafted products.

How can I track my order?

A tracking link will be sent via email after dispatch. You can also track your order through your Pine Village Products account.

What if my package is lost or delayed?

We work with reliable delivery partners to ensure your order reaches you on time. However, in rare cases, delays or transit issues may occur.

If your order is significantly delayed or appears lost, please contact us with your Order ID. Our team will promptly coordinate with the courier partner and keep you updated.

In case the package is confirmed as lost, we will arrange a replacement or suitable resolution at the earliest.

A Note of Care

Delivery timelines may occasionally be affected by factors beyond our control, such as weather conditions or logistical delays. We appreciate your patience and understanding.