FAQs
Manage My Orders
1. How do I get more information about an item before I place my order?
In case you have any questions about a product, chat with us using the online chat button. You can also share an email to support@mymercado.in. We will be happy to assist you.
2. How do I place an order on mymercado.in?
You can add the chosen items to your shopping cart and place an order on our website, or you can also get in touch with us through the online chat feature and we can place the order on your behalf.
3. Where are you based out of? Do you have a physical store?
We are headquartered in Mumbai. We do not have any physical stores yet.
4. How do I track the status of my order?
As soon as your order has been placed, an email as well as a Whatsapp message with the details of your order will be sent to you. Once the order has been shipped, you will receive a shipment confirmation email and WhatsApp notification with tracking details.
5. How long will it take to receive my order?
Typically, it takes 7-10 business days to receive your order. We’re doing our best to deliver it promptly for you.
6. Can I change my shipping or billing address after an order has been placed?
Yes, you can do so either by contacting us through email at support@mymercado.in or by chatting with us through the online chat feature.
7. I never got my order, what to do?
Please make sure you tracked your order through the link shared on your email. Our logistics partners usually make up to 3 attempts to deliver a package before it gets returned to us. You can write to us at support@mymercado.in or message through the online chat feature between 10.30 a.m. and 6.30 p.m. from Monday to Saturday.
Delivery
1. Can you dispatch my item earlier than your standard timeline of 5-7 business days?
The delivery time is dependent on the logistic network available in your location and the area’s serviceability. We always try to procure the item and deliver it as soon as possible. However, you can contact us at support@mymercado.in or message through the online chat feature and inquire about express delivery options.
2. Do you ship internationally?
Currently we only ship within India. For further inquiry, kindly get in touch with our Customer Care team at support@mymercado.in.
3. My purchase is a gift, can mymercado send the order without an invoice?
Yes, we can. You can contact us with your order ID and we will be happy to assist you.
Returns & Refund
1. What do I do if I get a damaged/ defective or incorrect product?
- We pack our products with a lot of care and love so that it reaches our customers safely. In the unlikely event that your merchandise arrives damaged, please send us a photo of the damaged product and box within 48 hours of receiving your order. We will resolve this immediately for you.
- We ship several parcels each day and incorrect products, missing products or theft in transit is extremely rare. In such a case, please reach out to our team via email/WhatsApp as soon as possible and take a video before opening your box.
2. Do I need to keep anything in mind while returning your product?
We would require the returned items to have their original packing. The merchandise must be unused and in the same condition that you received it. We would also require all original papers, tags, bags, if any, to be returned with the product.
3. What is your cancellation policy?
Orders cannot be cancelled/altered after 24 hours of placing the order.
4. What is your return policy?
Please check our detailed Return Policy here.
5. Can I exchange an item?
We do not offer exchange on any items. See detailed Return policy here.
Payment
1. What are my various Payment options?
You can prepay using any payment method available through our checkout (Netbanking, UPI, Debit/Credit Cards/EMI/Simpl, etc). We also have a partial COD option available now.
2. Is COD available?
Partial COD is now available as a payment method. Partial COD allows you to pay a portion of the total order amount online at the time of purchase, while the remaining balance is paid upon delivery. Cash On Delivery orders will be confirmed only if your pin code is serviceable. In case Cod facility is not available for your area, alternate payment methods will be provided to confirm the order.
3. How does Partial COD work?
When you choose Partial COD as your payment method, you'll be asked to pay 15% of the total order amount online. The rest of the payment is due when your order is delivered to your address. A non-refundable COD fee of Rs. 99 is added to your order when you choose this payment method.
4. Why do I need to pay this advance?
The Partial COD system is implemented to ensure a better buying experience for our customers and to filter out non-serious buyers who may lead to significant losses in terms of courier charges. As a low-margin e-commerce website, this approach is necessary for us to maintain our business sustainability. Hence, the Partial COD system has been implemented on our website.
5. What payment methods are accepted for the upfront amount?
You can pay the upfront 15% using any of the available payment methods such as credit/debit cards, UPI, net banking, or mobile wallets.
6. Can I get a refund for the upfront payment if I cancel my order?
No, as per our policy, the 15% upfront payment is non-refundable in case of cancellation or order refusal.
7. What happens if I refuse to accept the order at the time of delivery?
If you refuse the order, the 15% upfront payment will not be refunded as per our policy. We recommend reviewing your order carefully before confirming your purchase.
8. Does mymercado retain my card or account details?
- Your personal information is absolutely safe with us.
- Your personal information is only used to contact you regarding your order, to deliver your products, and to send communication that you may have opted to receive. We never share your information with any third party.
- To learn more, you can read our Privacy Policy mentioned on our website.
Bulk Orders & Customization
1. How can I place a Bulk Order through mymercado?
You can share your order query with us via email or WhatsApp and our team will get in touch with you at the earliest.
2. Can I customize an item?
No, we do not customize any of our products. However, you can request to add a gift wrap or gift message by sending us an email or Whatsapp message after placing your order.
