Our delivery promise.
The two-hour promise, the cold-route, and how we handle exceptions. Last updated: 1 June 2025.
Every Pond Club fish is hand-couriered from the moment of cut to your kitchen within two hours. We operate our own delivery fleet across twelve Kolkata neighbourhoods; we do not use third-party logistics for this leg.
Delivery windows are confirmed by the concierge 24 hours in advance, and members may select a preferred two-hour window. Black Water Reserve members are offered first window selection.
If we are unable to deliver within the promised window for any reason on our side, the consignment is delivered free of charge and your next month’s allocation is credited an additional half-fish at no cost.
In rare cases of natural disruption (severe weather, civic events), we will communicate proactively and offer either a rescheduled window within 24 hours or a full credit, at your preference.