Shipping Policy

What is a Shipping Policy?

A Shipping Policy outlines the rules and guidelines regarding how products or meals are delivered from our kitchens to our customers. It defines delivery areas, methods, timelines, fees, packaging standards, and procedures for order tracking and issue resolution.
The purpose of this policy is to ensure transparency, build trust, and set clear expectations for every Shero customer and kitchen partner.

Shero Home Food Shipping Policy

1. Delivery Channels

Shero Home Food operates through two channels:

  • SPO (Shero Platform Orders): Orders placed directly via our website or mobile app — delivered through Shero’s approved logistics partners or by the respective kitchen partner, as applicable.
  • SAP (Sales Aggregator Platforms): Orders received via third-party delivery platforms like Swiggy, Zomato, and others — fulfilled as per the aggregator’s logistics network and their respective delivery terms.

Both SPO and SAP deliveries follow Shero’s internal quality and hygiene standards to ensure freshness, safety, and customer satisfaction.

2. Delivery Areas

We currently deliver across Pan-India, including all major metropolitan cities and Tier-II/Tier-III towns supported by our network of kitchens.
If your area is not listed on the app or aggregator, please contact our Support Team for assistance or updates on upcoming service coverage.

3. Delivery Times

  • Instant / On-Demand Orders (SPO & SAP): Delivered as quickly as possible, typically within 30–60 minutes, depending on kitchen location and customer distance.
  • Pre-Order Meals & Festival Products: Delivered within the scheduled date/time slot chosen during checkout.
  • Bulk / Party Orders: Processed with advance notice (24–48 hours) and delivered per prior coordination.

Our systems continuously track rider movement and kitchen readiness to ensure timely delivery.

4. Order Processing

Once your order is placed:

  1. You will receive a confirmation message or call with order details.
  2. The assigned Shero Partner (PTR) begins meal preparation using fresh, approved ingredients.
  3. The packaging is sealed and handed over to our delivery partner or SAP rider for dispatch.

All food items are cooked only after an order is confirmed to ensure freshness and authenticity.

5. Shipping / Delivery Fees

  • SPO Orders: Delivery fees vary based on distance, city, and order value. Some areas may have free delivery during promotional periods.
  • SAP Orders: Fees are determined by the respective aggregator platform (Swiggy, Zomato, etc.).
    Delivery charges (if applicable) will be shown transparently at checkout before payment.

6. Packaging

We use eco-friendly, food-grade packaging designed to preserve taste, temperature, and hygiene.
Each meal is packed carefully to remain spill-proof, tamper-evident, and travel-safe until it reaches you.
For select partners and regions, Shero-branded packaging ensures consistency across all kitchens.

7. Order Tracking

  • SPO Orders: You can track your delivery in real-time using the Shero App or website tracking link.
  • SAP Orders: Track your delivery directly within the respective platform (Swiggy or Zomato).
    You will also receive SMS or WhatsApp updates with your rider’s live status.

8. Delivery Issues

If you experience delays, incorrect items, damaged packaging, or missing orders, please contact:

  • Shero Support Centre (SSC): 📞 +91 8690 666 666
  • Or email us at support@shero.in

We will investigate the issue promptly and arrange for compensation, redelivery, or refund as applicable.
For SAP orders, you may also reach out via the aggregator’s customer support, while keeping our team informed for monitoring and quality checks.

9. Partner Compliance (PTR Obligation)

All Shero Kitchen Partners (PTRs) are required to:

  • Maintain readiness and hygiene as per Shero SOP.
  • Hand over meals to the rider within the designated prep-time window.
  • Cooperate with both Shero logistics and aggregator delivery staff for seamless service.

Repeated delivery delays or customer complaints may affect PTR ratings and eligibility under the Shero Income Plan (SIP).

10. Contact Us

For any questions or clarifications regarding our Shipping Policy or order delivery:
📞 Customer Support: +91 8690 666 666
✉️ Email: support@shero.in
🏢 Address: Barottas Hospitality Pvt. Ltd., L-40, 6th Street, Sector-I, Ambattur Industrial Estate (South), Chennai – 600058

Last Updated as on Oct 28, 2025

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