FREQUENTLY ASKED QUESTIONS


When does TrueKirana deliver?

Your products will be delivered same day, if you placed your order before 4 pm. At the time of checkout while placing an order online, you will be provided with option for choosing delivery from the 2 timeslots. Following are the timeslots available for selection and their respective cut off timings while placing an order with us.


Sr No

Type

Time slots

Cut-Off

1

Same Day

5 PM to 10 PM

10:00 AM to 4:00 PM

2

Next Day

11 AM to 1 PM

4:00 PM(Previous Day) 10:00 AM

Is there a minimum order value for delivery?

There is no minimum order value. However, a minimum order value to qualify for free delivery is 1000 Rs. In case you do not reach the limit, a delivery charge will be levied against that order.

What is TrueKirana delivery process?’

Once order is placed online, after confirmation, it is pushed to the nearest Franchisee of your delivery address through an automated process. The order is picked and packed, checked for quality, physical condition, etc. by our franchisee and then sent for delivery at your door step. The order will be delivered in the chosen time slot by you.

What if I'm not home to receive my order?

In case of non-availability at your residence, our Delivery Expert will try reaching you on the registered mobile number. The order will accordingly be rescheduled only after getting a confirmation from your end.

Can I change my order once it has been placed?

No further changes can be made in the order. In case you wish to remove certain products from the order, there always is an option of returning the products. In case you wish to order some additional products, you can always proceed placing a new order.

What if I didn't like the quality of the products delivered to me?

We would request you to check the products while accepting the products during delivery. In case you are not satisfied with the quality of the products, please return those products to our Delivery Executive. Our Delivery Executive will enter details of the same in the mobile tracking app to initiate request for return as well as refund in case of any. In case of postpaid order, you will be required to pay the adjusted amount only for the products accepted by you. In case of prepaid orders, request for refund will be initiated and cash will be credited into your TrueKirana Wallet, which can be redeemed while placing orders the next time.

What if products ordered by me are out of stock?

In a rare case, where products ordered by you are out of stock, we would be providing substitutes for the product unavailable. This substitute can be of the same variant but from a different brand. Our Franchisee will also suggest alternate products, in case similar products are not available, which could be delivered in place of the ordered products. In case, we are not able to offer substitutes, we will deliver the rest of the products at your convenience and process a refund for the out of stock products in case of prepaid order or modify the Invoice in case of postpaid orders. In case of alternate products selection, the cost of these will be adjusted against original payment received and the balance will be refunded back to you or any extra cost (after confirmation from you) will be collected in cash by our Delivery Executive or will be credited to your online TrueKirana Wallet in case of Prepaid Orders. In case you are not satisfied with the suggested substitute you can always return the product at the time of delivery.


How can I pay for my orders?

We accept a wide range of payment options for your convenience:

  • Cash of Delivery (COD)
  • Debit/Credit Card on Delivery
  • Credit Cards
  • Debit Cards
  • ATM Cum Debit Cards
  • Net Banking
  • Various Mobile Wallets

All electronic payment information is kept strictly confidential and with the help of our payment gateway partners your transactions are conducted over secure SSL encryption technology.

Are there any hidden charges I should know about?

No, the price listed on the product page is all you pay, no additional sales tax, and no other hidden charges. Our philosophy is simple - What you see is what you pay!

How do I know the payment status?

It's easy you login to Your Account and view the Payment Status on your order in the My Orders section.

How does COD (Cash-On-Delivery) work?

We offer COD to make your life easy. Simply place your order with us and pay for it when you receive your goods at your doorstep!

I have received my order but there is problem with it, what can I do?

Once order is accepted by you, in case of any further issues with the order for the below mentioned reasons, please send us an e-mail at cs@truekirana.com or call us at +91 85007 85009 within 3 days of receiving the order and our representative will get in touch and guide you with further procedure accordingly.

  • Damaged/Expired product received.
  • Pricing Issue.
  • Other product related issues.

For quality control reasons we do not accept returns for any other cases except above. Returns cannot be processed if the product has been opened or tampered with. Thus we request you to maintain all original packaging in order to receive the refund.

When and how will I get my refund in case of cancellation or product return?

1. Post Paid Orders (Includes Cash/Card on delivery) - All refunds post-delivery will be adjusted in TrueKirana-wallet after the product has been picked up and returned to TrueKirana. The wallet credit amount can be redeemed while placing any further orders.

2. Credit Card, Debit Card, Net Banking Orders - If the refund amount is greater than Rs.100, then the amount will be refunded directly into your original form of payment mode. For refund amounts less than Rs.100, the refund will be credited to TrueKirana-wallet within 48 hours.

3. For Paytm/Mobikwik wallet Orders - If the Refund amount is greater than Rs. 150, then the amount will be credited back to your Paytm/Mobikwik wallet. For refund amounts less than Rs.150, the refund will be credited into TrueKirana-wallet within 48 hours.

Please note that for orders placed using Credit Card, Debit Card & Net banking, the refund once processed from TrueKirana may take up to 7-14 working days to reflect on your Credit Card or Bank Account. There will be no cash refund in such cases.

All refunds will be subject to deduction of Delivery Charges or Offer Values as applicable. For inquiries on refunds – please send us an e-mail at cs@truekirana.com or call us at +91 85007 85009 and our representative will get in touch with you to provide the latest status.

Why would my package be returned to you as undeliverables?

We can receive packages as undelivered for the following reasons:

  • We received an incorrect address
  • Failed delivery attempts (i.e. no-one was home to sign for the delivery)