Common Questions or Frequently Asked Questions
Q. How do I register or sign-up for Ondoor services?
Q. Are there any charges for registration?
Ans. No, registration on Ondoor.com is absolutely free.
My Account Related
Q. What is My Account?
Ans.My Account is your personal space on the portal. You can reach here after log in toOndoor.com. You can track your orders through order history, see your credit note details, if any, review your earlier purchases and update your contact details.
Q. How do I reset my password?
Ans.You need to enter your mobile number on the Login page and click on forgot password. An SMS with a reset password will be sent to your mobile number. With this, you can login to your account.
Q. What is My Order History?
Ans.My order history is a comprehensive list of all the previous orders on Ondoor.com. This enables you to shop quickly and easily in future.
Q. How are products priced at Ondoor?
Ans. We believe that fair and best pricing is the finest and the only way to create long-term value for customers. Our efficientprocurement of the products lends us an advantage the benefit of which we pass on to our customers to win their loyalty and trust. We call it BPP “best price promise”. The products are sold on less than the MRP in most of the cases but in no case are they sold at higher than MRP.
Q. What are the modes of payment?
Ans.You can pay for your order in cash on delivery to the executive delivering the order.
Q. Are there any other charges or taxes in addition to the price shown?Is GST added to the invoice?
Ans.The GST is included in the selling price shown on the portal. There are no additional charges or taxes added by Ondoor to your order except that there is a delivery charge of Rs. 41/- per delivery for orders below a totalvalue of Rs. 200/-
Q. When will I receive my order?
Ans. You will receive your orders in the delivery slot that has been selected by you. We have a fleet of delivery vehicles and personnel across the city that ensures timely and accurate delivery.
Q. Can I get the order delivered to a different address from my registered address?
Ans. Yes, of course. Before checkout, the portal will prompt you to select the registered address or an alternate address to which you want this particular order to be delivered. You can choose the alternate address and mention it in the form and your order will be delivered to the alternate address.
Q. How are the fruits and vegetables packaged?
Ans.Fresh fruits and vegetables are hand picked, cleaned and packed in reusable polybags. We ensure hygienic and careful handling of all our products.
Q. How are the fruits, vegetables and pulses/grains weighed?
Ans.At the time of packaging, we weigh each item to match the order. The weight of fruits and vegetables may vary marginally from the time it is packed to the time it is delivered. We pick and pack the quantity in a manner that when it reaches you, the weight is equal to or more than what you have ordered.
Q. How much are the delivery charges?
Ans.Delivery is free for orders above Rs. 200/-. For any orders below Rs. 200/-, we charge Rs. 41/-(Inclusive of Tax) as delivery fee.
Q. How do you intimate me on the status of my order?
Ans.You will be intimated via sms at every stage of your order processing right from order confirmation to the delivery.
Q. Will someone inform me if my order delivery gets delayed?
Ans.We take all due care to ensure delivery within the time slot chosen by you.In the rare unfortunate situation if the order gets delayed, our customer support team will keep you updated about your delivery.
Q. What is the delivery time slot?
Ans.Delivery slot is the time window during which your order will be delivered at your doorstep. Ondoor has the most efficient system of accurate and fast delivery among its competitors. Please see the following salient points
i. All orders placed before 7.30 PM is open for same day delivery
ii. A delivery slot closes for selection half an hour before its start time
iii. For your convenience, we have given you a choice of selecting a delivery date and time slot
iv. If you choose the earliest available delivery time slot (provided the order is placed before 7.30 pm), the order will be delivered within a quickest time frame of 1 hour and latest of 2.5 hours.
Q. Can I change my order delivery slot after placing the order?
Ans.Yes, you can opt for a later slot of delivery before the order is shipped from our end.
Q. How do I add or remove products after placing my order?
Ans.Once you have placed your order you will not be able to make modifications on the website. Please contact our customer support team for any modification of order.
Q. How do I check the current status of my order?
Ans.You can check the current status of the order by clicking view your order link. You have to punch mobile number and order ID (given to you afterorder confirmation) and the status can be seen. The status of your order will be updated to you through an SMS also.
Q. How do I contact customer service?
Ans.Our customer service team is available throughout the week, all seven days from 8 am to 10 pm. They can be reached at 0755- 404 2100 or via email at customercare@Ondoor.com
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 your expectations. Please contact our customer support team with details or your order as well as the issue you faced.
Q. What do I do if an item is defective (broken, leaking, expired)?
Ans.Your satisfaction is our utmost goal. Please return the item if it is not upto your satisfaction at the time of delivery. You can return it to the delivery personnel at time of delivery or you can contact our customer support team on 0755-404 2100 and we will do the needful.
Q. How will I get my money back in case of a cancellation or return?
Ans. The money shall be refunded in cash in case of product return at the time of delivery or deducted from the total billamount payable by you.
Q. How do I get an item if it is out of stock or not available with Ondoor?
Ans.If you are unable to find a product or brand that you would like to shop for, please write to us at customercare@Ondoor.com and we will make our best efforts to include the item in our product listing.
Q. How & where I can give my feedback?
Ans.We always welcome feedback, both positive and negative from all our customers. Please feel free to write to us at customercare@Ondoor.com, and we will do our best to incorporate your suggestions into our system.