Customer Care and FAQs
For any questions related to a product or a purchase or a delivery, please feel free to e-mail us anytime at firstname.lastname@example.org
We shall respond within 24 hours of receiving the mail.
You can call us at 1800 1234 414 any time between 10 am to 6 pm Monday-Saturday
Corporate Enquiries and Bulk Orders
For corporate enquiries, you can mail us at email@example.com or call on 1800 1234 414
SHIPPING AND DELIVERY
What is the mode of shipping?
First Flight couriers (http://www.firstflight.net) and India Post (http://www.indiapost.gov.in).
What is the average shipping duration?
Approximately 3-5 days (excluding Saturdays, Sundays and local or national public holidays) depending upon your location in India.
Do you charge anything extra for shipping or for COD orders? Do I have to pay any extra tax or octroi?
No. The price that you see on the website is the price that you pay.
Do you deliver at all the locations across India?
For pre-paid orders we deliver at all the pin codes in India. For COD orders we currently deliver at more than 5000 pin codes. The COD pincode list is constantly updated, and after the order is placed, a call from our call centre confirms whether our logistics partner delivers at the specific pincode.
Can you deliver at a preferred time?
You can mention your preferred time at the time of placing your order. First Flight personnel generally call up before any delivery and a convenient delivery time can be arranged at that time. Please note that for orders sent through India Post, this facility is not available.
Can I track my order online?
Yes. Once the order is shipped, the tracking ID is uploaded and you can track it online by logging into “my account” section.
I was not at home/office when the order arrived! What do I do?
Please call up on the number provided on the “missed you’ intimation slip. You can also call us up on 1800 1234 414 or send an e-mail at firstname.lastname@example.org
I have specific instructions relating to delivery of my order. What do I do?
You can either call us up on 1800 1234 414 before placing the order or mention your instructions in the “message box” available at the time of placing your order online.
Do you deliver outside India?
Presently we do not deliver outside India. However, we plan to start this service soon.
CANCELLATION, RETURNS, REPLACEMENTS AND WARRANTIES
We have a no question asked 72 hour return policy. If for some reasons you are not satisfied with the product you receive you can just call or write an email to us and we'd issue you the refund or exchange the product for any other product of your choice. However do note, the product needs to be in condition in which it was received and all the product tags, packaging should be in tact.
Can I cancel my order after making a payment?
Yes. For any cancellation you need to call on 1800 1234 414 or send an e-mail to email@example.com. However, an order can be cancelled only before it is shipped out.
If I have cancelled my order, how shall I get the refund?
The transfer shall be initiated through online bank transfer. Since the same is third party system dependant, a refund takes upto 15 working days. We request your patience during this period.
What if I receive a damaged product?
Please accept the product from the courier and call on 1800 1234 414 immediately. Depending on your preference, we will either replace the product or process a refund.
Can I return any product if I have just changed my mind?
If there is anything that does not fit your requirement or if there is a manufacturing defect or any product stops working without any misuse and is covered under warranty, we shall be more than happy to replace it at our cost. For the same, you need to call on 1800 1234 414 and send the product to us at your cost. The cost of re-delivering the product shall be borne by us.
What warranties do the products have?
Different products have different warranties. Kindly check the product pages for specific information. If you are in doubt or want to ask further questions, please do not hesitate to call on 1800 1234 414 or send a mail at firstname.lastname@example.org
How do I place an order?
You can place an order by selecting a product and clicking on the “Buy Now” button. The shopping cart shall be updated automatically.
Do I need to register/sign in for placing an order?
No. You can make a purchase as a guest.
Can I place orders of separate products in 1 shopping cart?
Yes. All you need to do is select a product and click on update
Can I remove items or modify my shopping cart before making any payment?
How do I know that my purchase has been successful?
You shall receive an e-mail immediately with your order details and order number.
Bank debited my account but I have not received any order confirmation e-mail! What do I do?
This happens extremely rarely. However, if it happens to you, please do not panic. Send us an e-mail at email@example.com with your details and we will sort out the issue with the payment gateway provider for a refund. Your money will not be lost under any circumstances.
How do I know the expected delivery date of the purchase?
It is mentioned in every product page. Also, before you make any payment, it is once again mentioned in the address confirmation page.
Can I gift a product to someone?
Yes. The option is available once you select a product and click on proceed to checkout. You can select the option of gift wrapping your gift and a gift message at no extra cost. Depending on your choice, we either include the invoice (purchase bill) in the box or exclude it.
What is a promotion code in the payment page? How do I get one?
From time to time we publish promotion codes. One can use a coupon/promotion code and avail the offers at the payment page.
What are the different modes of payment?
You can pay by all the major debit or credit cards or make a payment through net banking. We accept cash cards as well as mobile payments. We also accept cash on delivery payments. We use CC Avenue as a payment gateway and it is one of the most secured and trusted payment gateways worldwide.
Is it safe to buy through credit cards/debit cards/bank transfers?
Yes. The payment getaway has SSL (Secure Socket Layer) and is secured by Entrust.
Are my bank/card details stored in your system?
Can products be delivered on Cash on Delivery (CoD)?
Yes. Most of the Indian pincodes are serviceable. You can call up on 1800 1234 414 before placing a CoD order to enquire whether your pincode is serviced. In order to prevent mischief and fraud we always verify each CoD purchase before dispatching the order.
Do I get an invoice/bill against my purchase?
Are there any Delivery Charges?
Are there any extra/hidden costs involved?
No. All product prices are inclusive of all taxes and mentioned clearly in all product pages.
Do you have gift vouchers?
Currently we do not have gift vouchers.
I want to know more about the charities that Smiledrive support. What do I do?
Please mail us at firstname.lastname@example.org or call us on 1800 1234 414.
I have a question whose answer is not in the FAQs section!
Kindly mail us at email@example.com or call us on +1800 1234 414.
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