24X7 Customer care

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LOOK UP BY ISSUE TYPE

  • SAMPLE
    • I was supposed to receive my sample today. I haven't received it yet.
      • You should receive your sample milk anytime between 5am and 8pm. You will receive an SMS when sample is dispatched from our unit. If you have not received your sample even after 8 pm, please check your phone & email- you will have received an SMS from us notifying you that we were unable to find your address/ reach you at your registered mobile number to get directions. Do not worry- if you have not received your sample for any reason, it will be dispatched again to you the next working day (Mon-Sat) automatically.
      • If you are still concerned, please click CONTACT US button.
    • I wasn’t at home/ missed my sample delivery today. What do I do?
      • Do not worry- the sample will be dispatched again to you the next working day(Mon-Sat) automatically.
    • Can I get my sample ordered at a specific time?
      • We deliver sample between 5am and 8pm. It is not possible to deliver at a specific time. You will receive an SMS when sample is dispatched from our packaging unit.
    • My sample milk got spoilt. What do I do?
      • Please click CONTACT US and select your issue to notify us.
      • Kindly note that raw milk in it’s pristine form is vulnerable to spoilage because it doesn’t contain preservatives. Kindly boil it as soon as you receive it and refrigerate immediately. If care is not taken to refrigerate it, it will sour. No refund/ compensation will be offered in this case. Kindly order another sample.
      • In the rare occasion that we receive multiple complaints of spoilt milk that day (that happens due to the sweltering summer heat sometimes), we will call you & schedule the delivery of another sample free of cost to you the next working day.
    • What is the estimated delivery time of my sample?
      • Your sample will be delivered anytime between 5am and 8 pm. You will receive an SMS when your sample is dispatched from our packing unit. Sample deliveries are done throughout the day separately from regular subscribers’ deliveries.
      • Kindly note that once you subscribe, you will receive milk at a fairly consistent time everyday. The specific time at which you receive milk everyday will depend on whether you chose Morning/Evening slot and the area you live in.
    • Why am I not able to order a sample on Sundays or on government holidays?
      • Only regular subscribers receive milk on all days of the year. We do not deliver samples on Sundays or on Government holidays.
    • Can I order sample for a whole week?
      • No, that is not possible. You can order a sample only for one day in one order.
  • SUBSCRIPTION
    • Today is the first day of my subscription. I haven’t received milk yet.
      • For MORNING SUBSCRIBERS: Mon-Sat- Is it earlier than 8am? You can receive milk up to 8 am.
        For EVENING SUBSCRIBERS: Mon-Sat- Is it earlier than 9pm? You can receive milk upto 9 pm.
      • Sundays/ Govt Holidays: Is it earlier than 11am? You can receive milk upto 11am on Sundays/ Govt Holidays.
      • Was your payment completed successfully when you subscribed? If the payment had failed or you closed the browser in the middle of the transaction or lost internet signal, the payment would not have been processed successfully.
      • If your bank account was debited, but you closed the browser or lost internet signal before returning to our website, your payment was not processed by us successfully. In this case, please click CONTACT US button to register this complaint.
      • If your bank account was NOT debited, you have to retry completing payment successfully.
      • Once you do, we will be notified and you will receive a call back from us asap to resolve this issue.
      • In the rare occasion that we were not able to deliver milk to you due to some reason, don’t worry- this amount will be subtracted from your next month’s bill. You will start receiving milk from the next day.
    • I didn’t get my milk today. What do I do?
      • Have you paused your milk by mistake? (See ‘My Calendar’ to check this)
      • If not, have you paid the bill before the due date (last date for payment via cash/ online is 24th of every month)? If bill was not paid, you will not receive milk until payment has been cleared.
      • If you paid your bill after the due date, you will receive milk only the next day if you paid later than noon.
      • Did you check your SMS notifications?- In case of a flood/ storm/ strike/ force majeure/ a holiday at Madras Milk, you will have received an SMS from us notifying you that we won’t be able to deliver today. This amount will be subtracted in your next month’s bill.
      • If none of the situations above apply, please login to your account and click on ‘My Account’ > ‘Help’> I didn’t receive milk today.
      • Once you do, we will be notified and you will receive a call back from us asap to resolve this issue.
      • In the rare occasion that we were not able to deliver milk to you due to some reason, don’t worry- this amount will be subtracted from your next month’s bill.
    • The milk I received was spoilt. What do I do?
      • We are sorry that your milk got spoilt. Raw milk in it’s pristine form is vulnerable to spoilage because it doesn’t contain preservatives. We also take plenty of care that you receive the milk in ice packed insulated boxes right up to your door. You must boil it as soon as you receive it and refrigerate immediately. If care is not taken, real milk will sour- this is the law of Nature. No refund/ compensation will be offered in this case (You will receive an SMS saying your claim for refund was disapproved).
      • In the rare occasion that we receive multiple complaints of spoilt milk that day (that happens due to the sweltering summer heat sometimes), your claim for refund will be approved & the amount will be subtracted in your next month’s bill. You will be notified of this thru an SMS to your registered mobile number.
      • Please login to your online account and click on ‘My Account’> ‘Help’ > Milk spoilt-claim refund. You will be able to register a complaint for spoilt milk till 11pm from Mon-Sat & till 2pm on Sundays and holidays.
    • How do I pause my subscription for few days?
      • Login to your account on www.madrasmilk.com using your registered mobile number and OTP if you are a first time user. Else, login with registered mobile number and password.
      • Click on ‘Pause Subscription’ tab.
      • Click on calendar dates when you don’t require the milk.
      • If you have subscribed for more than one product, ensure you select the pause dates for all the products in your subscription. Eg. If you have subscribed for 1L cow milk & 0.5L buffalo milk, please select dates in both options.
      • Click SUBMIT.
      • Click YES in popup window.
      • We have stopped taking mail/phone instructions to reduce errors and miscommunication.

        Kindly note that the cut-off time for pausing milk for today is 4pm yesterday. Reason- The order for the milk is placed is 4 pm for the next day early morning’s milking. Pause orders after this time will lead to wastage of milk- at least the calf can drink it if we don’t milk it. If it is milked and not used, it has to be thrown away for no good use. MadrasMilk prides itself on being a 0 waste, 0 pollution company- this measure is taken to support this policy. Thank you for your understanding.
    • How to order additional milk?
      • Login to your account on www.madrasmilk.com using your registered mobile number and OTP if you are a first time user. Else, login with registered mobile number and password.
      • Click on ‘Additional Order’ tab.
      • Click on calendar dates when you need additional milk against the product you require.
      • By default, the no. of bottles of chosen product will be ‘1’. Please edit it in the quantity box if you require more than one.
      • Click SUBMIT.
      • We have stopped taking mail/phone instructions to reduce errors and miscommunication. Kindly note that the cut-off time for ordering additional is 4pm the previous day. Reason- The order for the milk is placed is 4 pm for the next day early morning’s milking.
    • How do I change my subscription?
      • Login to your account on www.madrasmilk.com using your registered mobile number and OTP if you are a first time user. Else, login with registered mobile number and password.
      • Click on ‘My ACCOUNT’ > ‘Manage Account’ on header bar.
      • Click on ‘Change Subscription’ under Orders on the left.
      • Click on box under product to edit quantity as per your wish.
      • Click SUBMIT.
      • Click YES in popup.
      • We have stopped taking mail/phone instructions to reduce errors and miscommunication.

        Kindly note that subscription cannot be changed in the middle of the month. If you must change, you can pause your regular product and order additional of the product you require in the dashboard.
    • How do I change my delivery slot?
      • Login to your account on www.madrasmilk.com using your registered mobile number and OTP if you are a first time user. Else, login with registered mobile number and password.
      • Click on ‘My ACCOUNT’ > ‘Manage Account’ on header bar.
      • Click on ‘Change Delivery Slot’ under Orders on the left.
      • Move toggle towards Morning/Evening.
      • Click CONFIRM.
      • Click OK in popup.
      • We don’t take mail/phone instructions, in order to eliminate errors and miscommunication.

        Kindly note that delivery slot cannot be changed in the middle of the month.Even after switching your delivery slot, the toggle will indicate your current slot until the 15th of the month. After the 15th, the toggle will move to show your changed slot. Don’t worry about this.
    • How do I cancel my subscription?
      • Login to your account on www.madrasmilk.com using your registered mobile number and OTP if you are a first time user. Else, login with registered mobile number and password.
      • Click on ‘My ACCOUNT’ > ‘Manage Account’ on header bar.
      • Click on ‘Cancel Subscription’ under Orders on the left.
      • Make sure to write to us why you are cancelling- we would love to solve your issue and have you as our customer.
      • Click SUBMIT.
      • Click YES in popup.
      • We have stopped taking mail/phone instructions to reduce errors and miscommunication.

    • Why am I not able to pause my subscription for tomorrow?
      • Kindly note that the cut-off time for pausing milk is 4pm the previous day. Reason- The order for the milk is placed at 4 pm for the next day early morning’s milking. Pause orders after this time will lead to wastage of milk- at least the calf can drink it if we don’t milk the cow. If it is milked and not used, it has to be thrown away for no good use. MadrasMilk prides itself on being a 0 waste, 0 pollution company- this measure is taken to support this policy. Thank you for your understanding.
  • LOGIN PROBLEM
    • I am not able to login. What do I do?
      • Are you a subscriber of MadrasMilk in the current month? Only current subscribers will be able to login.
      • Have you entered your REGISTERED mobile number? You cannot login with other numbers.
      • If your issue was not resolved, please click on CONTACT US on the right. We’ll help you out asap.
  • PAYMENT
    • My invoice is showing an incorrect amount. What should I do?
      • Please click on CONTACT US and report your issue.
    • I paid my bill online-but my online account shows unpaid status. What should I do?
      • Please click on CONTACT US and report your issue.
    • I paid my bill by cash- but my online account shows unpaid status. What should I do?
      • Please click on CONTACT US and report your issue.
      • Kindly note that if you paid by cash, it would be updated in your online account only the next working day between Mon-Sat: 10am to 6pm.
    • I paid my bill- where can I see my receipt?
      • You will receive an SMS & Email receipt instantly when you make a payment online. If paid by cash thru delivery executive, you will receive your SMS & Email receipts only the next working day.
    • Can you explain the billing cycle?
      • Payments for the entire month have to made in advance.
      • The month billing cycle starts on 15th. It ends on the 14th of the next month.
      • Your bill for the next month will be generated automatically on the 15th of that month.
      • You have to pay your bill before the 24th to continue receiving milk.
      • If you had paused your subscription or made additional orders in the last billing cycle, it will be subtracted or added to this month’s bill.
      • You can subscribe on any day of the month. You would have to pay upfront for the days till the 14th of the coming month + a refundable deposit calculated for 10 days worth of the product you are subscribing for.
    • Where can I see my invoice?
      • You can view your detailed invoice by logging in to your online account on www.madrasmilk.com.
    • When is the due date for the payment?
      • The last date for payment is 24th of the month.
    • What happens if I fail to pay by due date?
      • Milk will be stopped until outstanding amount is paid. Even an outstanding of ₹ 10 will lead to an automatic stopping of the milk delivery. Once payment is cleared, milk delivery will be restarted. The amount for the days which milk was stopped to you will be subtracted in the next month’s bill.
    • What are the payment methods that MadrasMilk accepts?
      • Online payments thru Credit card/ Debit card/ Netbanking & cash paid thru delivery executive.
    • How do I pay by MadrasMoney?
      • If you have MadrasMoney in your account, your bills will be paid automatically without any hassle on the 15th of every month when the invoice is generated. If your MadrasMoney was not enough to pay your entire bill, it will be used to pay your bill partly and the rest of the amount has to be paid by you by online/ cash before the 24th of the month.
    • How do I recharge my MadrasMoney?
      • Login to your online account. In ‘My Invoice’ page in your dashboard, enter the amount you would like to recharge for in the box next to ‘Add Madras Money’. Click on ‘Pay Now’ and proceed to complete the payment.
      • You could also pay MadrasMoney by cash to the delivery executive. Please ensure you receive a receipt on the spot from the delivery executive. You will receive an SMS receipt and online updation of your MadrasMoney balance within 24 hours. But if you paid on a Saturday, you can expect the updation only by Monday morning.
    • How to pay by credit/debit card?
      • You may choose the credit card or debit card option to pay during checkout and enter the details when prompted. You would need to keep your card number, expiry date, three digit CVV number ready, which you can find on your card. For added security, you'll also need to use your card's online password that is verified by Visa, MasterCard Secure Code etc. Kindly make sure you don’t close the browser or press ‘Back’ button until the transaction is complete. It is complete only when you return to our website.
    • How to pay by net banking?
      • You may choose net banking option to pay during checkout. Select your bank and click on ‘Pay Now’. You will be directed to your bank website and you may complete the payment using your user ID, password to first login. You will also be required to enter a NETSECURE code/ OTP received on your phone to process the payment. Kindly make sure you don’t close the browser or press ‘Back’ button until the transaction is complete. It is complete only when you return to our website.
    • How to pay by cash?
      • You can pay cash thru the delivery executive. Your outstanding amount will be sent to you by SMS on 15th of every month. You can also view your outstanding & detailed invoice by logging in to your online account. Make sure you receive a paper receipt on the spot and an SMS receipt notification by the next working day morning. It will take upto 24 hours to get updated in your online account if you paid between Monday-Friday & on Sundays. If you paid on a Saturday, the account payment status will be updated on Monday only.
  • REFUNDS
    • How do I claim my refundable deposit?
      • Login to your online account and click on ‘My Account’> Need Help> Claim refundable deposit.
      • Your refundable deposit will be displayed on the screen. That is the amount claimable as refund.
      • Click on CLAIM.
    • How and when will I receive my refundable deposit?
      • Once you initiate a refund claim, you will have to first return the remaining glass bottles you have to the team leader. He will collect the bottles from your home. Once bottles are received, your refund will be processed online thru Paytm back to your bank account thru which you paid your last bill. If you have never paid thru Paytm, you will receive it by cash thru the team leader or by net banking to the bank account given by you while claiming the refundable deposit. This entire process will take upto 15 working days from the initiation of your refund claim.
    • I have cancelled my subscription. Do you offer refund for days on which I paused my subscription?
      • Yes, we offer refunds for days on which you paused your subscription, if you have ended your subscription with us.
    • I haven't received my refund yet. What should I do?
      • It will take upto 15 working days from the date you initiated a refund claim to receive your refundable deposit. If it is beyond this time, please click on CONTACT US and report your issue.
  • GENERAL INFO
    • Where does the milk come from?
      • Milk comes from 4 different farms in Vedanthangal, Sunguvachatram, Vandavasi and Kannigaipair.
    • Can you arrange a farm visit?
      • For security purposes, we don't entertain farm visits. Thank you for your understanding.
    • What are the breeds of cow you have on your farm?
      • Gir
      • Sahewal
      • Kankrej
      • Ongole
  • UPDATE ACCOUNT INFO
    • How do I change my phone number/ email ID or delivery address?
      • Login to your account on www.madrasmilk.com using your registered mobile number and OTP if you are a first time user. Else, login with registered mobile number and password.
      • Click on ‘My ACCOUNT’ > ‘Manage Account’ on header bar.
      • Click on ‘Login & security setting’ under ‘Setting’ on the left.
      • Click on ‘Edit’ button on the right, next to the appropriate field.
      • Edit your phone number/ email ID or delivery address.
      • Click SUBMIT.
        We have stopped taking mail/phone instructions to reduce errors and miscommunication. Thank you for your understanding.

NEED ASSISTANCE WITH EXISTING ORDER

1. WHAT SEEMS TO BE THE ISSUE?

  • Payment
    • Incorrect Invoice
    • Paid bill, but outstanding not updated
    • Paid by cash, but received an incorrect receipt
    • Other
  • Quality
    • I have an issue with milk quality
  • Refund
    • Not received my refund yet

Any other assistance?

2. WHAT SEEMS TO BE THE ISSUE?

  • Sample
    • Sample not received
    • Sample milk spoilt
  • Login
    • Unable to login
  • Press/ Media/ Marketing
    • Need to contact you

1.YOUR ISSUE

2.GET ASSISTANCE

Corporate Address :

Madras Milk
No.54 A, South West Boag Road,
T.Nagar, Chennai 600 017, Tamil Nadu.