1. Service Level Agreement (SLA) & Operating Hours

At Nita Kitchenware, customer satisfaction is our top operational priority. Our customer experience specialists operate 6 days a week to assist buyers, institutional clients, and vendor partners with orders, product guidance, and service inquiries.

• Support Working Hours: Monday to Saturday, 9:00 AM to 7:00 PM IST.
• First Response Time (SLA): Within 2 to 4 hours during business hours; maximum 24 hours guaranteed.
• Order Tracking Escalations: Real-time automated status via SMS, Email, and WhatsApp.

2. Official Communication Channels

3. Support Ticket System (Registered Users)

Log in to your account and navigate to Support Tickets in your user panel to raise formal queries regarding:

• Order Status, Dispatch Delays, & Address Modification
• Product Usage Guidelines & Care Instructions (Stainless Steel, Cast Iron, Tri-Ply)
• Warranty Claims & Spare Part Requests
• Billing, GST Invoice Generation, & Payment Anomalies

4. Institutional B2B & Wholesale Concierge

For hotels, restaurants, caterers, and corporate bulk buyers requiring custom sample dispatches, GST credit invoices, or freight consolidation, please email our Institutional B2B desk directly at b2b@nitakitchenware.in.

5. Grievance Redressal Mechanism

If your inquiry is not resolved within 48 hours to your complete satisfaction, you may escalate the issue to our Nodal Grievance Officer by quoting your Support Ticket ID at grievance@nitakitchenware.in.