Frequently Asked Questions (FAQ)

Find quick answers here! If you can’t find what you’re looking for, please contact our Customer Care team.

1. Products & Materials (Timeless Tools)

Q: What makes NOMZ stone tools special?

A: Our stone tools are crafted using natural, dense, and non-porous stone sourced ethically. They are primarily handmade using time-honored techniques, ensuring superior durability, stability for grinding, and authentic flavor release—qualities unmatched by synthetic or low-grade materials.

Q: Are your stone tools safe for food use?

A: Yes, absolutely. We use food-grade natural stone that is non-porous, meaning it does not absorb moisture, oils, or strong flavors. This makes them hygienic, easy to clean, and safe for all your spice and paste preparations.

Q: How do I clean and maintain my stone mortar (Kalvam)?

A: Cleaning is simple. Immediately after use, rinse the mortar with water and a soft cloth or brush. Avoid using harsh detergents or dish soap, as the stone can absorb the chemicals. For deeper cleaning, use a paste of baking soda and water. Always ensure the stone is completely dry before storage.

Q: Why do my stone tools have minor variations or imperfections?

A: Because our tools are hand-carved, minor variations in color, grain pattern, weight, and size are natural characteristics. These are not defects but proof of authentic craftsmanship and the natural variation in the stone itself, making your tool unique.

Q: Can I put my stone mortar in the dishwasher?

A: No, please do not. The intense heat and harsh chemicals in dishwasher detergent can damage and weaken the stone over time. Always hand-wash.

2. Orders, Shipping & Payment

Q: What are your shipping charges?

A: We offer Free Shipping on all prepaid orders above ₹250. For orders below this threshold or for Cash on Delivery (COD) orders, standard shipping and handling fees will be applied, which are calculated and displayed at checkout.

Q: How long will it take to receive my order?

A: Orders are typically processed and dispatched within 1–3 business days. Once dispatched, delivery usually takes:

  • 3–5 business days for major metro areas.
  • 5–7 business days for other cities and towns.

You will receive a tracking link via email once your order ships.

Q: What payment methods do you accept?

A: We accept all major payment methods, including Credit/Debit Cards, UPI, Net Banking, and major mobile wallets. We also offer Cash on Delivery (COD) service across most pin codes in India.

Q: How can I track my order?

A: Once your order is processed and shipped, we will send you an email/SMS notification with a Tracking Number and a link to the courier partner’s tracking portal.

Q: What is your policy on cancellations?

A: You may cancel your order at any time before it has been dispatched from our warehouse. Once the order is shipped, it falls under our Returns and Exchange Policy. Please contact us immediately for cancellation requests.

3. Company, Returns, and Policies

Q: Do you accept returns or exchanges?

A: We accept returns and exchanges only for products that are damaged during transit (within 48 hours of delivery), or if the product is defective or the wrong item was received (within 7 days). We do not accept returns for change of mind. Please see our full Returns and Exchange Policy for complete terms.

Q: How do I request a refund?

A: Refunds are processed once a cancellation is confirmed or a returned item is received and inspected.

  • Online Payments: Refunds typically reflect within 7–10 business days.
  • COD Orders: Refunds are processed via bank transfer (NEFT/IMPS) and may take 10–15 business days.

Q: I need help! How do I contact Customer Care?

A: We’re happy to help! You can reach us quickly through the following channels:

Q: Where is NOMZ located?

A: Our registered address is: NO. 177, Kadaiyur Main Street, Kavundam palayam, Kangeyam, Tiruppur, TN, 638701, IN.

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