Contact us
Retail orders, bulk pricing, export inquiries, press or partnerships — pick the channel that works for you.
Send us a message
Departments & response times
Pick the right channel and you'll get a faster, more useful answer.
| Department | Best channel | Response time |
|---|---|---|
| Retail orders & tracking | orders@woodcharcoal.in · WhatsApp | Within 24 business hours |
| Wholesale & B2B pricing | Inquiry form · sales@woodcharcoal.in | Within 1 business day |
| Export & container orders | sales@woodcharcoal.in · WhatsApp | 2 business days (incl. pro-forma) |
| Quality / lot COA | hello@woodcharcoal.in | Within 24 business hours |
| Press / media / partnerships | hello@woodcharcoal.in | 2–3 business days |
Outside business hours (Mon–Sat, 10:00 – 19:00 IST, IST), we monitor WhatsApp passively for urgent shipment questions but reply by the next business morning.
Contact — frequently asked questions
Common questions about reaching us, response times, and partnership programmes.
What's the fastest way to reach you?
WhatsApp during business hours (Mon–Sat, 9 AM – 6 PM IST). Phone calls during business hours go to the same line. Email reaches sales / orders within 24 business hours. The contact form on this page persists every submission to our admin queue, so messages don't get lost even if email is delayed.
How quickly do you respond to orders / shipping queries?
Within 24 business hours via email. WhatsApp typically within 30 minutes during business hours. For order-status questions, the public order tracking page (/track/) gives real-time Shiprocket data — faster than waiting for a human reply.
How do I get wholesale or bulk pricing?
Use the wholesale inquiry form at /wholesale/ — it captures the company name, GSTIN, expected monthly volume, and product mix. Sales replies with a tailored quote within 1 business day, including COA, dispatch timeline, and freight costs.
Where are you located?
We operate from Rajkot, Gujarat — 360005. Visitors are welcome with two weeks' advance notice for facility audits or product walk-throughs. Rajkot is well-connected by air (RAJ airport) and rail (Rajkot Junction). Drop us a note via the form above and we'll share the exact facility address.
Do you handle press / media inquiries?
Yes — direct press and media inquiries to the main email address. For interviews, photoshoots at the kiln site, or commentary on charcoal industry trends (sustainability, BBQ market, hookah supply, GST 2.0 impact on the sector), we respond within 2–3 business days. We can supply press-ready photos, founder bios, and product samples for editorial use.
Can I pay in foreign currency?
Yes for export orders. We invoice in USD, EUR, GBP, AED, or SAR depending on the destination market and customer preference. Domestic-rate invoices stay in INR. Razorpay's checkout supports international cards but charges show in INR; for FX-quoted orders use bank transfer (TT) to our HDFC export account.
Do you have a partner / reseller programme?
Yes for two distinct programmes: (1) Hospitality reseller — for kitchen-equipment and hookah-supply distributors who want to private-label our coconut hexagons and hardwood lumps for their venue customers. (2) International reseller — for distributors in UAE, Saudi, US, EU, and Japan who want long-term supply contracts with monthly minimum volumes. Contact sales with your geography and target segment to scope.
What if I have a complaint or quality issue?
Email orders@ or use the contact form — we treat quality complaints as priority and respond within 4 business hours. For lots that don't match the COA on fixed carbon, ash, or burn time, we offer either a full refund or a free-replacement shipment. Photographs of the product (and ideally the packaging label with batch code) speed up resolution.