Frequently Asked Questions

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Please check the FAQ’s below if you would like to understand the end 2 end functions of this website. If your query is of urgent nature and is different from the set of questions then do write to us at customercare@grocery2home.com or call us on 7558 11 22 88 between 7 am & 10 pm on all 7 days of the week to speak to our team to get an instant response.

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Registration

How do I register?

You can register by clicking on the "Register" link at the top right corner of the homepage. Please provide the information in the form that appears. You can review the terms and conditions, provide your payment mode details and submit the registration information.

Are there any charges for registration?

No. Registration on Grocery2Home.com (G2H) is absolutely free.

Do I have to necessarily register to shop on Grocery2Home?

You can surf and add products to the cart without registration but only registered shoppers will be able to checkout and place orders. Registered members have to be logged in at the time of checking out the cart, they will be prompted to do so if they are not logged in.

Can I have multiple registrations?

Each email address and contact phone number can only be associated with one Grocery2Home account.

Can I add more than one delivery address in an account?

Yes, you can add multiple delivery addresses in your Grocery2Home account. However, remember that all items placed in a single order can only be delivered to one address. If you want different products delivered to different address you need to place them as separate orders.

Can I have multiple accounts with same mobile number and email id?

Each email address and phone number can be associated with one Grocery2Home account only.

Can I have multiple accounts for members in my family with different mobile number and email address but same or common delivery address?

Yes, we do understand the importance of time and the toil involved in shopping groceries. Up to three members in a family can have the same address provided the email address and phone number associated with the accounts are unique.

Can I have different city addresses under one account and still place orders for multiple cities?

Yes, you can place orders for multiple cities.

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Account Related

What is My Account?

My Account is the section you reach after you log in at Grocery2Home.com. My Account allows you to track your active orders, credit note details as well as see your order history and update your contact details.

How do I reset my password?

You need to enter your email address on the Login page and click on forgot password. An email with a reset password will be sent to your email address. With this, you can change your password. In case of any further issues please contact our customer support team.

What is My Shopping List?

My Shopping List is a comprehensive list of all the items previously ordered by you on Grocery2Home.com. This enables you to shop quickly and easily in future.

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Payment

What are the modes of payment?

You can pay by Netbanking, Debit Cards, Cash on Delivery and by using Sodexo card upon delivery 

Are there any other charges or taxes in addition to the price shown? Is VAT added to the invoice?

There is no VAT. However, GST will be applicable as per Government Regulations.

Is it safe to use my credit/ debit card on Grocery2Home?

Yes it is absolutely safe to use your card on Grocery2Home.com. A recent directive from RBI makes it mandatory to have an additional authentication pass code verified by VISA (VBV) or MSC (Master Secure Code) which has to be entered by online shoppers while paying online using visa or master credit card. It means extra security for customers, thus making online shopping safer

What is the meaning of cash on delivery?

Cash on delivery means that you can pay for your order at the time of order delivery at your doorstep.

If I pay by credit card how do I get the amount back for items not delivered?

If we are not able to delivery all the products in your order and you have already paid for them online, the balance amount will be refunded to your Grocery2Home account as store credit and you can use it at any time against your future orders. Should you want it to be credited to your bank account please contact our customer support team and we will refund it back on to your card.

Where do I enter the coupon code?

Once you are done selecting your products and click on checkout you will be prompted to select delivery slot and payment method. On the payment method page there is a box where you can enter any evoucher/ coupon code that you have. The amount will automatically be deducted from your invoice value.

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Delivery Related

When will I receive my order?

Once you are done selecting your products and click on checkout you will be prompted to select delivery slot. Your order will be delivered to you on the day and slot selected by you. If we are unable to deliver the order during the specified time duration (this sometimes happens due to unforeseen situations) we will credit 10% of your order value to your Grocery2Home account.

How are the fruits and vegetables packaged?

Fresh fruits and vegetables are handpicked, hand cleaned and hand packed in reusable plastic trays covered with cling. We ensure hygienic and careful handling of all our products.

How are the fruits and vegetables weighed?

Every fruit and vegetable varies a little in size and weight. While you shop we show an estimated weight and price for everything priced by kilogram. At the time of delivery we weigh each item to determine final price. This could vary by 5% at maximum. Therefore if you have shopped for something that costs Rs. 100 per kg, and we delivery 1.5 kg of the product to you (e.g. cabbage, pineapple), you will still be charged a maximum of Rs. 105. In case the weight of the product is lesser than what you ordered, you will pay correspondingly less.

How will the delivery be done?

We have a dedicated team of delivery personnel and a fleet of vehicles operating across the city which ensures timely and accurate delivery to our customers.

How do I change the delivery info (address to which I want products delivered)?

You can change your delivery address on our website once you log into your account. Click on "My Account" at the top right hand corner and go to the "Update My Profile" section to change your delivery address.

How much are the delivery charges?

Orders above Rs.500 are free

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City

Do you deliver in my area?

You will be able to check this detail at the time of checkout when you enter the address. If we are unable to deliver in your area - we will inform you before checkout.

Will someone inform me if my order delivery gets delayed?

In case of a delay, our customer support team will keep you updated about your delivery. Additionally 10% of the order value will be credited to your Grocery2Home account which can be used in your next order.

What is the minimum order for delivery?

There is no minimum order for delivery but we charge a nominal delivery charge as below.

Orders above Rs.1000 are free and anything less than Rs 1000 would be chargeable at Rs 30 per delivery irrespective of the weight such as a rice bag.

Do you do same day delivery?

We do deliver the same day provided you place your order before 12 noon of the day you would like the order to be delivered.

What is Same Day Delivery?

Grocery2Home has now started same day delivery. All you have to do is order before 12 noon and we will deliver it to you the same day evening. Any order placed after 12 noon will be delivered the next day in the slot chosen by you. For example if you place the order before 12 noon you can choose from either 4:30 pm to 7:00 pm or 7:30 pm to 10 pm slot. But, if order is placed after 12 noon you will receive it the next day in the slot chosen by you. 

Is Same Day Delivery applicable to only a few products or all products?

The Same day Delivery is applicable to our entire range of products. 

How do I add or remove products after placing my order?

Once you have placed your order you will not be able to make modifications on the website. Please contact our customer care for any modification of order.

Is it possible to order an item which is out of stock?

No you can only order products which are in stock. We try to ensure availability of all products on our website however due to supply chain issues sometimes this is not possible

How do I check the current status of my order?

You can text/What’s app our customer care team to check the status of your order 

How do I check which items were not available from my order? Will someone inform me about the items unavailable in my order before delivery?

You will receive a call and a sms/text message about the items unavailable before the delivery of your order.

When and how can I cancel an order?

You can cancel an order by contacting our customer caret team or you can also cancel your order from the Customer Service section on the Grocery2Home app.

Is there an order cancellation fee?

Unlike other Retailers, We do not Charge any cancellation fee if the order is cancelled from an hour it has been placed. 

What You Receive Is What You Pay For

At the time of delivery, we advise you to kindly check every item as in the invoice. Please report any missing item that is invoiced. As a benefit to our customers, if you are not available at the time of order delivery or you haven’t checked the list at the time of delivery we provide a window of 48hrs to report missing items. This is applicable only for items that are invoiced.

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Customer Related

How do I contact customer service?

Our customer care team is at your service all through the week from 7 am to 10 pm. They can be reached at 7558112288 or via email customercare@Grocery2Home.com

What are your timings to contact customer service?

Our customer service team is available throughout the week, all 7 days from 7 am to 10 pm.

How can I give feedback on the quality of customer service?

Our customer support team constantly strives to ensure the best shopping experience for all our customers. We would love to hear about your experience with Grocery2Home. Do write to us atkbn@Grocery2Home.com in case of positive or negative feedback.

How do I raise a claim with customer service for any of the Guarantees - Delivery Guarantee, Quality Guarantee?

If you face any issues with price, quality or delivery of products we will take every measure to address the issue and make it up to you. Please contact our customer care team with details or your order as well as the issue you faced.

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Return & Refund

Return - Refund

We have a "no questions asked return and refund policy" which entitles all our members to return the product at the time of delivery if due to some reason they are not satisfied with the quality or freshness of the product. We will take the returned product back with us and issue a credit note for the value of the return products which will be credited to your account on the Site. This can be used to pay your subsequent shopping bills.

Due to the current situation, Corona Pandemic, we are unable to deliver/complete some of the orders and hence we are refunding the amount in full to our customers, this may take 2-3 days from the date of cancellation. Our team is working hard to deposit the money back into your account at the earliest, request your co-operation and support.

Return Policy - Time Limits: 

1. Perishable goods: Within 48 hours from the delivery date

2. Other goods: Within 7 days from the delivery date.

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Others

What do I do if an item is defective (broken, leaking, and expired)?

We have a no questions asked return policy. In case you are not satisfied with a product received you can return it to the delivery personnel at time of delivery or you can contact our customer support team and we will do the needful.

How will I get my money back in case of a cancellation or return?

I am a corporate/ business. Can I place orders with Grocery2Home.com?

Yes, we do bulk supply of products at special prices to institutions such as schools, restaurants and corporates. Please contact as at corporate@Grocery2Home.com to know more.

I'd like to suggest some products. Who do I contact?

If you are unable to find a product or brand that you would like to shop for, please write to us at customerservice@Grocery2Home.com and we will try our best to make the product available to you.

How & where I can give my feedback?

We always welcome feedback, both positive and negative from all our customers. Please feel free to write to us at customerservice@Grocery2Home.com, or call us on 7558 11 22 88 and we will do our best to incorporate your suggestions into our system.

How will I know if any item in my order is unavailable?

We try to make sure the inventory at the store is always updated so that your order can be fulfilled at all times. However, in case an item you ordered is unavailable at the store you selected, our order fulfilment team will notify you of the same in quick time. They will also suggest possible alternatives for the out of stock product should you desire to change the order.

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