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Frequently Asked questions

I missed the delivery of my order today. What should I do?

The courier service delivering your order usually tries to deliver on the next business day in case you miss a delivery.

You can check your SMS for more details on when the courier service will try to deliver again.
However, we recommend that you raise a ticket with details of your order along with a suitable time to arrange the same.

Why can't I track my order even though it has been shipped?

Courier services usually take upto 24 hours to activate tracking for an order once it's shipped. Please check again after the mentioned time frame Incase tracking details still not visible, it is possible that the data has been updated by the logistic partner and the shipment is travelling under a new AWB.
Please raise a ticket for us to investigate and update.(You may ignore incase the same is already raised)

Order Not Recieved

We only use the services reputed and traceable couriers. Shipment details reflect soon after inscan by logistic partner.
The delivery time would be within 3 to 7 business days of shipping (business days exclude Sundays and other holidays).
Items weighing over 1 KG or high volume may take a couple of days longer to reach.
Tier 3, Some areas of North East & J&K will be shipped only through Indian Postal Service and may take 7-10 days to be delivered
Check the logistic partner tracker for more details. Incase of any queries do write in to us

What is the Status of my Order?

Orders are usually dispatched within 24 business hours of receiving the same.
Here is what every Status of your Order means:

Processing - Order has been successfully received and is being prepared for Quality Checks & Inspection.
Quality Check In Progress – The Order has been communicated to the Warehouse and is being Checked for:
1) Expiry Dates
2) Physical Condition of the Product
3) Latest Batch Availability
Products Being Packed – The Ordered Items have Passed the Quality Checks and are now being Packed in the Warehouse.
Items Handed Over to Logistics Partner – The Packed Shipment has been handed over to the Logistics Partner for Connection to your Location.
Out For delivery - Shipment has reached your city and Will be delivered shortly

Tampered/ Broken / Defective/ Damaged Packaging

Do not accept delivery of the shipment which is tampered.
In case the same has been accepted, kindly share multiple images of the shipment as it has been recieved on contact@clickoncare.com.
Please send back well packaged product to us to ensure no further damage in transit.
The product in your order will be replaced with an identical product in case it is damaged (broken or spoiled) or defective (has a functional problem that causes it not to work) or is not as described 
If the product of your choice is unavailable in your preferred size or colour or model, or if it is out of stock, you may decide that you want your money back. In this scenario, you may choose Refund to have your money returned to you 
Sometimes the damage may appear to be superficial (i.e to the box, but contents are perfectly usable) due to shipping and handling of the products

What are the checks done for an item that I'm returning?

During pick-up, your product will be checked

How can I return or exchange an item?

1) Go to My Account
2) Navigate to Helpdesk
3) Raise a Ticket under "Returns & Cancellations"
4) Explain Your Concerns
5) Submit

Where can I find the seller's returns policy?

The Return Policy is Listed in Product Description

What is the estimated delivery time?

The Same has been mentioned below the Name of the Product. You may refer to the Tracking Link
Approximate delivery timelines shared below
Metro Cities : 3 - 4 Working Days

Major Towns & Cities : 4 - 5 Working Days

Other Locations : 4 - 7 Working Days

How do I cancel an order?

100% Refunds are provided on Cancellations are possible only prior to shipping of a product
For items that have been shipped, deduction of Logistic charges shall be done

I missed the delivery of my order today. What should I do?

The courier service delivering your order usually tries to deliver on the next business day in case you miss a delivery.

You can check your SMS for more details on when the courier service will try to deliver again.
However, we recommend that you raise a ticket with details of your order along with a suitable time to arrange the same.

Will the delivery be tried again if I'm not able to collect my order the first time?

Couriers make sure that the delivery is re-attempted the next working day if you can't collect your order the first time.

What is the Status of my Order?

Orders are usually dispatched within 24 business hours of receiving the same.

Here is what every Status of your Order means:
Processing - Order has been successfully received and is being prepared for Quality Checks & Inspection.
Quality Check In Progress – The Order has been communicated to the Warehouse and is being Checked for:
1) Expiry Dates
2) Physical Condition of the Product
3) Latest Batch Availability
Products Being Packed – The Ordered Items have Passed the Quality Checks and are now being Packed in the Warehouse.
Items Handed Over to Logistics Partner – The Packed Shipment has been handed over to the Logistics Partner for Connection to your Location.
Out For delivery - Shipment has reached your city and Will be delivered shortly

Why can't I track my order even though it has been shipped?

Courier services usually take upto 24 hours to activate tracking for an order once it's shipped. Please check again after the mentioned time frame Incase tracking details still not visible, it is possible that the data has been updated by the logistic partner and the shipment is travelling under a new AWB.
Please raise a ticket for us to investigate and update.(You may ignore incase the same is already raised)

Where can I find the seller's returns policy?

The Return Policy is Listed in Product Description

What is the estimated delivery time?

The Same has been mentioned below the Name of the Product. You may refer to the Tracking Link
Approximate delivery timelines shared below
Metro Cities : 3 - 4 Working Days

Major Towns & Cities : 4 - 5 Working Days

Other Locations : 4 - 7 Working Days

Order Not Recieved

We only use the services reputed and traceable couriers. Shipment details reflect soon after inscan by logistic partner.
The delivery time would be within 3 to 7 business days of shipping (business days exclude Sundays and other holidays).
Items weighing over 1 KG or high volume may take a couple of days longer to reach.
Tier 3, Some areas of North East & J&K will be shipped only through Indian Postal Service and may take 7-10 days to be delivered
Check the logistic partner tracker for more details. Incase of any queries do write in to us.

Product Damaged

Do not accept delivery of the shipment which is tampered.
In case the same has been accepted, kindly share multiple images of the shipment as it has been recieved on contact@clickoncare.com.
Please send back well packaged product to us to ensure no further damage in transit.
The product in your order will be replaced with an identical product in case it is damaged (broken or spoiled) or defective (has a functional problem that causes it not to work) or is not as described.
If the product of your choice is unavailable in your preferred size or colour or model, or if it is out of stock, you may decide that you want your money back. In this scenario, you may choose Refund to have your money returned to you.
Sometimes the damage may appear to be superficial (i.e to the box, but contents are perfectly usable) due to shipping and handling of the products.

Incorrect Product Recieved

Such scenarios do not happen often, however if you have received a product that is different from what you ordered please bring it to our attention immediately.

Please share images with quantity and pack size of the item(s) received by you
We will arrange a reverse pick up for the product delivered incase your pincode is eligible for the same.
For all other pincodes, please send the shipment back to us.
Upon receipt we will provide you with a replacement of the exact product that you ordered or refund for the same.

Order Status Showing as Pending

This may be due to any of the below reasons
1. COD Orders: Address Verification pending/details incomplete
2. Prepaid Order: Payment unsuccessful.
Kindly write to contact@clickoncare.com with an alternative number or check with your bank regarding any credit related to failed transaction

Bulk Purchase

Single Orders over Rs 10000 qualify for a Bulk Purchase. Please write in to us at contact@clickoncare.com
Cash on Delivery would be unavailable for these orders.
The payment for these would be paid in advance through credit card/ Net Banking or account transfer only.

What information do i need to for online payments?

Credit Card: You would need to provide us with the card holder name, card number, CVV number and card expiry date. All these details are available on the credit card itself. You would also need to have your 3D-secure password or one-time password (OTP) sent to your registered email ID or phone number for secure confirmation of the transaction. Debit Card: You would need to provide us with the card holder name, card number, CVV number and card expiry date. All these details are available on the debit card itself. You will then be re-directed to your bank’s secure page for 3D-secure authorization where further validation details may be required. Net Banking: You would need to select your preferred bank, and proceed likewise with Login Credentials.

What is a CVV number and where is it available?

The CVV number is an important security feature that helps prevent fraud. We ask you to enter the CVV number during your transaction to ensure that the physical card is in your possession. For Visa / MasterCard / Diners: CVV number is a 3–digit code printed on the back of the card. For American Express: CVV number is a 4–digit code printed on the front right–hand side of the card above the card number.

Is it safe to use my credit card, debit card or net banking?

Shopping on ClickOnCare.com is completely safe and secure! Our online payments integrated with India’s leading payment Gateway Technology Solutions Providers - Razorpay, PayU, Zaakpay, Paytm, Paypal & MobiKwik. These Payment Gateways are both VeriSign Secured as well as PCI Compliant Companies. PCI (Payment Card Industry) compliance indicates that an Organization is compliant with the global information security standards defined to handle secure information shared by credit/debit Card Holders including Net Banking Transactions. Please be rest assured that your card / account information is safely encrypted as it travels over the Internet. Once your transaction is completed, you get Re-directed back to ClickOnCare’s Secure Server over a SSL (Secured Server Link). If the transaction was successful, you will be provided with the relevant order details. Please do not press the browser back button or page refresh while the transaction is being processed.

What card information does ClickOnCare Store?

When you choose to an online payment option, you will re-directed to a Trusted Payment Gateway's Interface for processing. Your card/account information is securely authorized by Payment Gateway and corresponding banks, without any information passing back to us.

Can I open and inspect my shipment prior to payment to the logistic partner?

The logistic partner does not allow opening & inspection the shipment prior to the complete payment.
Incase of any issues in your order, please bring it to our attention by raising a ticket immediately and our support will help to resolve your problem in the shortest duration possible with a replacement or refund.

Difference & Price change

The prices for product is as per batch availabilty, and the same might be revised by the manufacturer without notice. Any reduction is duly adjusted and major increases are passed on to the customers.
The same can be paid via a custom payment link shared for your order.

Payment unsuccessful?

You can request for a custom payment link to complete payment for an unsuccessful transaction. Payment can then be completed via DebitCard/Credit Card/Net Banking.

Which products are not eligible for returns?

Products that are mentioned as non-returnable, Opened , tampered, Hygiene products , discounted products. For more details please refer to the T&C.

What are the checks done for an item that I'm returning?

All tags are intact , signs of tampering , pilferage, usage , etc

How do I cancel an order?

100% Refunds are provided on Cancellations are possible only prior to shipping of a product
For items that have been shipped, deduction of Logistic charges shall be done

How can I return or exchange an item?

1) Go to My Account
2) Navigate to Helpdesk
3) Raise a Ticket under "Returns & Cancellations"
4) Explain Your Concerns
5) Submit

Can I change the address for the pick-up the of item(s) in my order?

If the pincode of the new address is serviceable for pick-up, the address can be changed while creating the return. The address cannot be changed in case the new address is not serviceable.

What should I do if I find the package open or tampered on delivery?

1) Go to My Account
2) Navigate to Helpdesk
3) Raise a Ticket under "Others"
4) Explain Your Concerns
5) Submit

What are the modes of refund available after cancellation?

1) You may opt for store credits or an refund.
2) Refund for all online paid orders are done into the original source of payment. Relevant cashback/discount, if any, will be proprtionately adjusted.
3) For Cash-on-Delivery orders would be done only into a Bank Account.

How do I place an Order for a International Delivery (Outside of India)

Please help us with the following to assist you better
1. The products and exact quantity that you are looking to purchase.
2. Complete postal address along with Postal Pin code where you are looking to receive this products.

Country To Which Products are to be Shipped

We ship to all countries

Reschedule Delivery

If due to any reason, you were unavailable when the delivery was first attempted and missed receiving your shipment, do contact us and we will do our best to accommodate your request to reschedule the delivery. Reroute the shipment to a new address would not be possible for international orders.

Payment Options

The total amount payable to us would be inclusive of product price, shipping charges , currency conversion and related charges , if any.
Payment could be either through
a) Indian debit or credit card, Netbanking
b) International Cards: American Express, Visa and Master Card via PayPal
c) Western Union

Customs, import duty and taxes

The shipment may be opened for inspection
Any duties or custom clearance fees levied by your country is required to be paid by you directly.
Delivery timelines It will be dispatched via either Aramex International Courier / India Post , and shall be delivered within 7-10 days subject to custom clearance..

Delivery timelines

It will be dispatched via either Aramex International Courier / India Post, and shall be delivered within 7-10 days subject to custom clearance.

Returns and replacement

Please be assured you are 100% covered for your purchase on ClickOnCare.

1. Incase of non delivery of product, complete refund will be made in the original source of payment.
2. Incase of product no longer required , you are requested to send back the same and product value shall be refunded post deduction of shipping charges.

Why Additional Cash On Delivery charges?

Logistic companies levy an Additional Charge, irrespective of the amount collectable to provide services of payment via Cash at time of delivery.
ClickOnCare is able to absorb the Costs from within our Margins if the Total Order Value is above Rs. 1999/-, else an additional sum is chargeable @ Rs 60 INR (inclusive in total order value).

Cash On Delivery Availability in Pincode?

Yes, we do offer Cash On Delivery to a select list of pin-codes and for order amounts under Rs. 10,000 as per service availability by our Logistics Partners.
With Cash On Delivery you can pay in cash at the time of actual delivery of the product, without making advanced payment online. The collectable amount is reflected at the top of your Shipment's Manifest for your reference.

Cash On Delivery Availability for products?

COD is available for select products by selective sellers and is dependent on your location and your choice of products

Leave us a message

Issue Still Not Resolved?

Customer Support: 080 - 41656200
MONDAY - SATURDAY 10AM to 5PM

Write to Us: contact@clickoncare.com
Mail Us: ClickOnCare Retail Private Limited,
No. 23, Thaverekere Main Road, Bangalore – 560029

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