Frequently Asked Questions

Select the fish or seafood items you would like to purchase, add them to your cart, log in using your mobile number, choose your delivery address and preferred delivery slot, and complete the payment or select an available payment option.

You do not need to create a password-based account. Simply verify your mobile number using the OTP sent to you. Your verified mobile number will be used to manage your cart, saved addresses and orders.

The minimum quantity for most products is 1 kilogram. After that, the quantity can generally be increased in steps of 500 grams, depending on the product and its availability.

Please contact our support team as soon as possible. Modifications may be possible only before cleaning, cutting or order preparation begins. Once preparation has started, changes may not be accepted.

Yes. Where applicable, your fish can be cleaned and prepared before delivery. The exact preparation options may depend on the type and size of the fish.

After your order is placed, our team may contact you on your registered or delivery mobile number to confirm your preferred cleaning and cutting instructions.

Fish is generally weighed before cleaning. Removal of scales, fins, gills, internal organs, head, shell or other waste portions naturally reduces the final net weight. The reduction varies depending on the fish, seafood type and cutting style selected.

Yes. Because fish and seafood are naturally sized products, the actual gross weight may vary by approximately 100 to 300 grams. If there is a significant difference, our team will contact you before completing the order.

Matsyora currently serves selected areas and serviceable pincodes within Hyderabad. Enter your pincode on the website to check whether delivery is currently available in your location.

Delivery availability depends on product stock, preparation requirements, your location and the available delivery slots. The delivery date and time options shown during checkout will be the currently available options for your order.

Yes. Available delivery dates and time slots will be displayed during checkout. Your selected slot is subject to order confirmation and operational availability.

Open the “My Orders” section after logging in with your registered mobile number. You can view the current order status, such as Pending, Confirmed, Out for Delivery, Completed or Cancelled.

Delays may occasionally occur due to weather, traffic, product preparation or operational conditions. Our team will try to contact you if there is a significant delay affecting your delivery.

The available payment methods will be shown during checkout. These may include UPI, debit cards, credit cards, net banking or other payment options supported by our payment provider.

Yes. Online payments are processed through an authorised third-party payment gateway. Matsyora does not directly store your complete card details, UPI PIN or net-banking password.

First, check the “My Orders” section to confirm whether the order was created. If the order is not visible, contact our support team with your mobile number and payment reference. Failed or incomplete payments are generally reversed by the bank or payment provider according to their processing timelines.

Cancellation may be accepted before the order enters cleaning, cutting or preparation. Since fish and seafood are perishable products, cancellation may not be available once preparation has begun or the order is out for delivery.

Fresh and perishable products normally cannot be returned after successful delivery. However, if you receive an incorrect, damaged or unacceptable product, contact us immediately with photographs and your order details so the issue can be reviewed.

Once approved and initiated, the refund processing time depends on your bank, card issuer, UPI provider or payment gateway. It may take several working days for the refunded amount to appear in your account.

Products are handled and prepared using appropriate hygiene and temperature-control practices. We aim to minimise the time between preparation and delivery so that your order reaches you in good condition.

Because fresh seafood availability can change, an item may occasionally become unavailable after an order is placed. In such cases, our team may contact you to offer an alternative, adjust the order or arrange an applicable refund.

Product images are provided for representation. Natural differences in size, shape, colour and appearance may occur because fish and seafood are naturally sourced products.