• I was supposed to receive my sample today. I haven’t received it yet.
• You should receive your sample milk anytime between noon and 8pm. 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 12 noon and 8pm. It is not possible to deliver at a specific time.
• 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. It is your responsibility to boil it as soon as you receive it and refrigerate immediately. If care is not taken, it will sour- this is the law of Nature. 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 12 noon and 8 pm. Sample deliveries are done throughout the day separately from regular subscribers’ deliveries.
• Kindly note that once you subscribe, you will receive your product at a fairly consistent time everyday. The specific time at which you receive milk 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 your samples only for one day in one order. You can however, place more sample orders and choose different delivery dates.

• Today is the first day of my subscription. I haven’t received my product yet.
• Kindly check the following points
• 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 NOT debited, you have to retry completing payment 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.
• 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 credited to your MadrasMoney wallet immediately. You will start receiving milk from the next day.
• I didn’t get my milk today. What do I do?
• Kindly check the following points
• Have you paused 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 your product until payment has been cleared.
• If you paid your bill after the due date, you will receive your product only the next day if you paid later than midnight for morning subscribers and 12 noon for evening subscribers.
• 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 credited to your MadrasMoney wallet instantly.
• If none of the situations above apply, please login to your account and click on ‘My Account’ > ‘Help’> ‘I didn’t receive milk today’ or any other appropriate option.
• 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 to you due to some reason, don’t worry- this amount will be credited to your MadrasMoney wallet instantly.
• 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. It is your responsibility to 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 credited to your MadrasMoney wallet instantly. 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 me’ > Milk spoilt-claim refund. You will be able to register a complaint for spoilt milk till 2pm if you are a morning subscriber and till 11pm from Mon-Sat & till 2pm on Sundays, if you are an evening subscriber.
• How do I pause my subscription for few days?
• Please follow steps below.
• Login to your account on www.madrasmilk.com or the mobile app, 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 delivery.
• 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 & 100mL coffee, 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.
• The amount for paused dates will be credited to your wallet immediately if you have paid the bill.
• If you have paused your subscription on dates for which you haven’t paid the bill or bill hasn’t been generated yet, the amount will be adjusted in your invoice.
• Kindly note that the cut-off time for pausing for tomorrow is 10pm today. This measure is taken to support ‘0 waste’ policy. Thank you for your understanding.
• How to order additional milk?
• Please follow steps below.
• Login to your account on www.madrasmilk.com or mobile app, 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 products 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 PROCEED TO PAY.
• To check your additional order, see ‘My Calendar’.
• We have stopped taking mail/phone instructions to reduce errors and miscommunication. Kindly note that the cut-off time for ordering additional for tomorrow is 4pm today.
• How do I change/ add products to my subscription?
• Please follow steps below.
• 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.
• Open your ‘Dashboard’ under ‘My Account’. And click on the ‘Manage subscription’ tab, if it is not already opened.
• Click on box under product to edit quantity as per your wish.
• Click SUBMIT.
• Click OK in popup.
• We have stopped taking mail/phone instructions to reduce errors and miscommunication.
• Kindly note that subscription cannot be changed until you pay the bill.
• While changing the subscription, please note that your deposit will always be equal to 10 days’ worth of the products you are subscribing for. This is collected because you get 10 days grace period to pay the bill after it is generated.
• If you are stepping down your subscription value, the excess (in deposit and bill amount) will be credited to your wallet instantly. If you are stepping up your subscription, the deficit (in deposit and bill amount) will be payable by you.
• 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.
• Select your slot- Morning/Evening.
• Click CONFIRM.
• Click YES in popup.
• We don’t take mail/phone instructions, in order to eliminate errors and miscommunication.
• Kindly note that delivery slot change will be effective from the next day if you change before 4pm. Even after switching your delivery slot, the toggle will indicate your current slot until the next day. Don’t worry about it.
• How do I cancel my subscription?
• Please follow steps below.
• 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. Select whether you want to cancel milk/coffee.
• Make sure to write to us why you are cancelling- we would love to solve your issue and have you back as our customer.
• Click SUBMIT.
• Click YES in popup.
• We have stopped taking mail/phone instructions to reduce errors and miscommunication.
• Please note that if you haven’t cancelled all your products, the deposit and bill amount for days you haven’t received the product will be credited to your wallet instantly. Else, it will be refunded to you within 15 working days.
• Why am I not able to pause my subscription for tomorrow?
• Kindly note that the cut-off time for pausing for tomorrow is 10pm today. Reason- This measure is taken to support our ‘0 waste’ policy. Thank you for your understanding.

• I am not able to login. What do I do?
• Kindly check following points
• 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.
• If you have only ordered a sample, you will not be able to login.

• 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.
• You have to pay your bill before the 24th to continue receiving your product.
• 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. This is collected because you get 10 days grace period to pay the bill, while still receiving your product daily.
• Where can I see my invoice?
• You can view your detailed invoice by logging in to your online account on www.madrasmilk.com.
• Click on ‘My Invoice’ to view your bill.
• 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 delivery. Once payment is cleared, delivery will be resumed from the next day. The amount for the days which milk was stopped to you will be credited to your MadrasMoney wallet instantly.
• 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 the next 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 latest by the next day, 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 or OTP sent to your mobile number. 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 latest by the next day 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.

• How do I claim my refundable deposit?
• Once you cancel your subscription, the refund process begins automatically.
• If you have cancelled all your products, your deposit and bill amount will be refunded to the account used to pay your most recent transaction. Max refund time- 15 working days.
• If you haven’t cancelled all your products, your deposit and bill amount will be refunded to your MadrasMoney wallet instantly.
• How and when will I receive my refundable deposit?
• Once you cancel all your product subscriptions with MadrasMilk, the Team leader will collect any remaining glass 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 get the refund by net banking to the bank account requested by you. This entire process will take upto 15 working days from the day you cancel your subscription.
• I have cancelled my subscription. Do you offer refund for the rest of the days until the next bill generation (the days I didn’t receive milk/coffee)?
• Yes, once you cancel, the amount will reflect in your MadrasMoney wallet- and this will be refunded to you.
• I haven’t received my refund yet. What should I do?
• It will take upto 15 working days from the date you cancelled your subscription to receive your refundable deposit. If it is beyond this time, please click on CONTACT US and report your issue.

• Where does the milk come from?
• Milk comes from farms in Sunguvachathiram 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

• How do I change my phone number/ email ID or delivery address?
• Please follow steps below.
• 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.

Issue still not resolved? CONTACT US