Effective Date: 18 April 2025
At Tindora, we aim to deliver groceries and household essentials from your favorite neighborhood stores to your doorstep — quickly, safely, and reliably. This Shipping & Return Policy explains how delivery works, what to expect if something goes wrong, and how we handle returns, replacements, or refunds.
1. Service Area & Delivery Coverage
Tindora currently delivers to select neighborhoods across the United States. To check if we deliver in your area:
- Enter your ZIP code in the app or website
- If we’re not available yet, you can submit a service request, and we’ll notify you when we launch in your area
Delivery availability is based on:
- Location and proximity to partnered stores
- Store operating hours
- Order volume and peak delivery hours
2. Delivery Timing & Slots
We offer two types of delivery options:
a. On-Demand Delivery
- Delivered within 30 to 45 minutes from the time of order
- Available during store operating hours and when delivery capacity allows
- Real-time tracking provided
b. Scheduled Delivery
- Select a preferred time slot for later in the day or week
- Ideal for bulk or planned grocery purchases
- Available time slots are shown at checkout
Note: Delivery times are estimates and may vary due to traffic, weather, product availability, or high demand.
3. Delivery Fees & Minimum Order Requirements
Standard delivery fee may apply and is displayed at checkout
- Free delivery is offered on qualifying orders above a certain threshold, subject to location and store
- Peak pricing may apply during high-volume hours or holidays
- A small order fee may be charged on orders below the minimum value
Final fees are always shown before payment confirmation.
4. Delivery Process & Customer Responsibility
To ensure successful delivery:
- Provide a valid, accessible delivery address with accurate instructions
- Keep your phone available for order verification or delivery-related calls
- Be present during your selected time window (especially for age-restricted items like alcohol, if applicable)
If a delivery attempt fails due to:
- No one being available
- Incorrect or unreachable address
- Unsafe conditions (e.g., aggressive pets, restricted access)
The order may be canceled, and delivery fees may still apply.
5. Age-Restricted Deliveries (if applicable)
For items like alcohol or other age-restricted goods:
- You must be at least 21 years old and provide a valid government-issued ID
- If ID verification fails, the item will not be delivered, and a refund may not be issued
We follow all state and federal guidelines strictly.
6. Product Quality Guarantee
We stand by the freshness and quality of every item delivered. If you receive:
- A spoiled, expired, or damaged product
- Incorrect item(s)
- Missing product(s)
You may request a refund or replacement within 24 hours of delivery via the app or by contacting customer support.
7. Returns & Refunds Policy
Due to the perishable nature of groceries and hygiene concerns, most items are not returnable once delivered. However, we offer:
a. Instant Refund or Credit
- For damaged, missing, or incorrect items
- Initiated directly from the app or through our support team
- Typically processed within 3–5 business days
- Refunds are credited to your original payment method or app wallet
b. Replacements
- Where available, we may offer to redeliver the correct product
- Replacement time varies by store availability and delivery hours
Note: We reserve the right to decline refund/replacement requests if the complaint is not made within 24 hours or lacks sufficient proof (e.g., photo, description).
8. Substitutions
If an item is out of stock, you’ll be shown substitution preferences in the app during checkout:
- Accept a similar product
- Contact before substituting
- Do not substitute
If you opt for substitutions, you’ll only be charged the same or a lower amount unless explicitly approved.
9. Order Cancellations
You may cancel your order:
- Before it is packed or assigned to a delivery agent, directly via the app
- Once packed, cancellation may not be possible, and charges may apply
We reserve the right to cancel an order:
- Due to suspected fraudulent activity
- If an item is unavailable and substitutions are not accepted
- In case of adverse delivery conditions or operational issues
If canceled by us, you will receive a full refund.
10. Failed or Incomplete Deliveries
In rare cases where delivery cannot be completed:
- You’ll be notified via app, SMS, or email
- A refund may be issued depending on the reason (e.g., inaccessible address vs. external delay)
- If the order was prepaid, our team will assist you in resolving the issue quickly
11. Customer Support
We’re here to help you with any delivery, refund, or product concern.
In-App Chat Support: Available 7 days a week
Phone Support: +1 (330) 574-1599
Email: admin@iflexpro.com
Please have your order number ready when reaching out.
12. Force Majeure
We are not liable for delivery failures or delays caused by:
- Natural disasters
- Strikes, road closures, or civil unrest
- System outages or technical issues
- Weather conditions or events beyond our control
In such cases, we will make every effort to reschedule or refund the order.
13. Changes to This Policy
We may update this Shipping & Return Policy from time to time. Changes will be posted on our website/app with a new “Effective Date.” Continued use of our services after changes means you accept the revised policy.
14. Contact Information
Tindora Retail Store
Email: admin@iflexpro.com
Phone: +1 (330) 574-1599
Address: 3133 Sunday Silence Ln, Celina, TX 75009
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