FAQs
General Queries
- Do you offer free shipping?
- Do you accept COD?
A - Who doesn’t like cash, however, we’ve just started our online store operations and we’re still figuring out how to handle the cash! We’re working on getting the COD option included but it may take some time. Stay tuned.
- Do you take bulk orders?
A- Yes! The more, the merrier! We love the idea of families and communities taking a break from their lives and enjoying our products together.
For bulk orders, write to us: care@oxbowbrands.com and we’ll be happy to coordinate for your requirements.
- Can I buy Dobra products at a store near me?
A- Definitely! We’re available in different stores across India. We’re also available on BigBasket! If you don’t find our products in the stores near you, please ask the shopkeeper for these.
Here’s a non-exhaustive list of stores you can check near you.
Spencer’s, Spar, Reliance, Lulu Mall, Namdhari’s, Modern Bazaar
- I own a small business, and I’d like to stock Dobra products. What do I do?
A - Send us an email at care@oxbowbrands.com and let us know the distributors from which you order.
- Do you do pop up events/flea markets?
A - Yes! We love any opportunity to directly talk to our customers. To know about the events we take part in, follow us on Instagram @dobra.in.
- Can you be a vendor at our event, festival, street fair, etc.?
A - We’d love to hear more! Please write to us care@oxbowbrands.com.
- I have gone through all the FAQs, I still have questions.
A - Happy to help! Contact us by emailing care@oxbowbrands.com or sending us a DM on Instagram (@dobra.in)
Order/Delivery Related Queries
- When will my order ship?
A - We do our best to ship your order out within 1-2 business days, however there may be some delay during holidays and sales. You’ll receive an email confirmation when your order has been placed. You will receive another email with tracking information when your order has shipped.
- Can I specify a delivery date?
A - Sorry! We are not able to take requests for delivery on a specific date.
- Where is my order/ How can I track my order?
A - Details on how to track your online order will be included in your order status email. This is sent when your package has shipped, typically within 1 business day after you place your order. If you can’t find your order status email, please contact us at care@oxbowbrands.com and we’ll send you your tracking information.
- How long is the delivery time?
A - We pack your order within 1-2 business days of your order being processed. Delivery times vary from 2-7 business days depending on the time that you order and where your delivery address is. Please note that we ship Monday-Saturday. Sundays & other public holidays apply.
- I have not received my order yet?
A - If you’d like to know the status of your order, you can find and track it through the tracking ID provided in your order status email. In case you can’t find your order status email or your tracking details have not been updated for a few days, please contact us at care@oxbowbrands.com and our Customer Care team will be happy to help!
- Can I change or cancel my order once it’s been placed?
A - Unfortunately, we’re unable to add items once your order has been placed. If you wish to remove an item in your order or cancel your order, please contact us at care@oxbowbrands.com and we’ll do our best to make the change before the order has shipped.
Please note that orders cannot be changed or cancelled once shipped.
- What do I do if I entered the wrong shipping address with my order?
A - Whoops! Contact us immediately at care@oxbowbrands.com.
We can’t guarantee that your shipping information will be updated before your package has shipped, but we’ll do our best to catch it in time.
Our Customer Support is not always available on weekends. We will contact you as soon as possible once we receive your request for support.
Please note that
- if your package gets shipped with an incorrect address and gets lost in transit, we will not be responsible for shipping a replacement package to you.
- if your package gets shipped with an incorrect address and is returned to our warehouse by the carrier, it is your responsibility to pay for shipping costs if you would like the package to be resent. Alternatively, we are happy to refund the order, minus a 5% restocking fee.
Please ensure to enter the complete and accurate shipping address along with a correct phone number. For example, include a flat/house number if applicable, and include a street address and/or a landmark.
Dobra is not responsible for shipments that are lost, delayed or returned to us as a result of incorrect or incomplete shipping information, failed delivery attempts or being unclaimed from a postal outlet or other mail holding center.
Refund & Replacement Queries
- What is your return/refund policy?
A - We offer a replacement or refund of products that might be damaged in transit. Replacement/refund orders are processed immediately after our customer support team validates the damage via email, phone or any other communication channel.
If you receive an incomplete order with products missing, we'll refund the amount for the items missing. Please note to reach out within 7 days of your order delivery.
- Some products are missing in my order. What should I do?
A - In the curious case of products missing in your order, raise a complaint with us within 7 days of receiving the order and we'll do our best to assist you. Please send us an image of your order received at care@oxbowbrands.com.
- I have received expired products, what should I do?
A - Uh oh! This seems like a rare case. But hey, we’re here for you! Drop us an email at care@oxbowbrands.com with an image of the expiry date on the product, within 7 days of receiving the order.
Product Related Queries
- What is the shelf life of the product?
A - All our products have varying shelf lives. Make sure you check the manufacturing date mentioned on the packaging before purchasing in-store. Shelf life for our products are as follows:
- Pop Goli: 6 Months
- Coco Poco: 12 Months
- Coco Poco Tender Coconut: 6 Months
- Cotton Candy: 9 Months
- Tapioca Crisps: 9 Months
- How can I store the product?
A - All Dobra products are shelf-stable i.e. they don’t need to be refrigerated at all times. However, we recommend you to keep our products airtight, away from direct sunlight in a cool & dry place. Do read the Usage Instructions on each label for detailed directions.
For our beverages (Pop Goli & Coco Poco), we recommend refrigerating them before consumption for the best experience.
For Cotton Candy, as it is a fragile product that gets affected by air, we recommend consuming the whole cup in one sitting after opening the lid.
Tapioca Crisps can be stored in an airtight jar and consumed over a few days.
- Does my product need to be refrigerated before opening?
A- We highly recommend refrigerating our beverages (Pop Goli & Coco Poco) before opening or to consume them chilled for the best taste experience.
- Can I order Dobra products as a gift for someone else?
A - Yes, ofcourse! Spread the joy! Just input their name and address in the shipping part of the checkout and you'll be sending them a delicious surprise.
- Can my kids consume your products?
A - Absolutely! Our products are meant to be consumed & enjoyed by the whole family, from kids to grandparents! Having said that, our products are not advised to be consumed by infants.
- I have an allergy. Can I consume your products?
A - The most up to date allergen information can be found on the back of each product and in images on the website.
Most of our products are free of any allergens (Pop Goli, Coco Poco, Cotton Candy). Only a few of our Tapioca Crisps have some allergens. We take extensive precautions to keep our allergens separate from one another and from our other ingredients, however, if you have a life-threatening allergy, please take precaution when eating our Tapioca Crisps.
- Are your products gluten-free?
A - Yes, all our products do not have any gluten added at all. However, our products are not certified gluten-free.