FAQ:

Kindly check the FAQ below if you are not very familiar with the functioning of this application. If your query is of urgent nature and is different from the set of questions then please contact us at:
Email: wecare@thegroceryguys.co.in
Call us: +91 7383733575

Chat with us in-app under customer service /Need Help section from 6 am & 10 pm on all days including Sunday to get our immediate help If you are not satisfied with the resolution provided by us, then please write to our Grievance Officer at (wecare@thegroceryguys.co.in)wecare@thegroceryguys.co.in


Registration:

  • How to Register on The Grocery Guys Application?

    Once you open the grocery guys application there are 3 ways to sign in :

    • a) By Entering the mobile number
    • b) Signing in by Gmail Account
    • c) Signing in with Facebook Account
      • a) Signing in by entering the mobile number:
        • Step 1: Enter Mobile Number
        • Step 2: Enter Required Details & Referral Code (optional)
        • Step 3: The OTP Code is been sent through SMS
        • Step 4: User will be at dashboard
      • b) Signing in by Gmail Account:
        • Step 1: Click on the Google Account.
        • Step 2: Click on the Gmail Account in which you want to enter.
        • Step 3: Enter Mobile Number
        • Step 4: The OTP Code is been sent through SMS
        • Step 5: The User will be directed to the dashboard
      • c) Signing in with Facebook Account:
        • Step 1: Click on the Facebook Icon.
        • Step 2: Click on continue as account name.
        • Step 3: The User will be directed to the dashboard

  • Are there any charges for registration?

    A-No. Registration on the grocery guys application is absolutely free.

  • Do I have to necessarily register to shop on the grocery guys application?

    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 the grocery guys account.

  • 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 multiple accounts with same mobile number and email id?

    Each email address and phone number can be associated with one the grocery guys account only.

Account Related:

  • What is My Account?

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

  • What is My Orders?

    My Orders is a comprehensive list of all the items previously ordered by you on the grocery guys.This enables you to shop quickly and easily in future.

Payment:

  • What are the modes of payment?

    You can pay for your order on the grocery guys using the following modes of payment:

    • a. Cash on delivery (COD)
    • b. Credit and debit cards (VISA / Mastercard / Rupay)
    • c. Sodexo passes on delivery (only for food items)
    • d. Paytm food wallet will be accepted only for food items.

    If the order has to be left at the security gate, please continue to pay online via wallets, UPI, net banking, or cards as you are doing now. If you choose COD as the payment method, you will need to pay our delivery executive in cash at the time of delivery.

  • How to recharge the wallet at the grocery guys application?

    Once you clicked on my wallet click on :

    • Step 1: Wallet recharge
    • Step 2: After that enter the desired amount
    • Step 3: After entering the amount select the payment method the user wanted to select from
      • a) Card
      • b) UPI
      • c) Netbanking
      • d) Wallet transfer & more
    Once the wallet has been recharged the user can see the recharge history also the user can check the spent order wise.

  • 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 Regulizations.

  • Is it safe to use my credit/ debit card on the grocery guys app?

    Yes it is absolutely safe to use your card on the grocery guys app. 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 the grocery guys 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 e voucher/ coupon code that you have. The amount will automatically be deducted from your invoice value.

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)

  • How are the fruits and vegetables packaged?

    Fresh fruits and vegetables are hand picked and hand cleaned. 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 a maximum of one unit weight depending on the article. 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 application once you log into your account. On “Homepage” at the top hand and click on “Tap/Set to change your location” section to change your delivery address.

  • 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.

  • Do you do same day delivery?

    We do same day delivery provided you place your order before 12 noon on the day you want delivery.

  • What is Same Day Delivery?

    the grocery guys 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 5:00 pm to 7:30 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. *Subject to slot availability.

  • 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.

Order Related:

  • What are delivery slots?

    Delivery slots are time slots during which you will receive your order.

  • What is a cut-off time and what are the corresponding cut-off timing for each slot?

    Cut off time is the time after which the order gets processed for delivery. After this time you will not be able to modify or cancel your order.Cut off time for Slot 3 & Slot 4 is 12 noon on the same day and cut off time for Slot 1 & Slot 2 is 7 pm on the previous day. Actual cut off timings for HYD : For Slot 3 & Slot 4 is 11 AM on the same day and for Slot 1 & Slot 2 is 6 PM on the previous day.

  • Can I add products after the cut off time for a slot?

    No, you will not be able to make any changes to your order after the cut off time for your selected slot. However, if you do not wish to buy a product you may return it at the time of delivery and the amount will be credited to your the grocery guys account.

  • How can I check availability of next slot before placing order?

    Registered, user have a convenience to choose the delivery slot at the day of delivery.

  • Can I change my order delivery slot after placing the order?

    Delivery slot can be changed for an active order through the App.

  • 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 application. Please contact our customer support team for any modification of order.

  • How long will my chosen slot be blocked for me?

    After 50 or fixed number of orders on same slot this slot will be unavailable for other shoppers on the application.

  • 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 application however due to supply chain issues sometimes this is not possible.

  • How do I check the current status of my order?

    You can check the status of your order is by checking Order Status in My Order list or contacting our customer support team.

  • 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 an email as well as an sms about unavailable items before the delivery of your order.

  • 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.

  • When and how can I cancel an order?

    You can cancel an order before the cut off time of your slot (1 pm for evening slots and 6 am for morning slots) by contacting our customer support team or you can also cancel your order from the Customer Service section on the the grocery guys app.

  • How to add products at My Wishlist

    • Step 1: Once you searched the product
    • Step 2: Click on heart icon the selected product will be added to the wishlist
    • Step 3: The User can place order any time from the wishlist section

Customer Related:

  • How do I contact customer service?

    Our customer service team is available throughout the week, all seven days from 6 am to 10 pm. They can be reached at 18601231000 or via email at wecare@thegroceryguys.co.in

  • What are your timings to contact customer service?

    Our customer service team is available throughout the week, all seven days from 6 am to 10 pm.

  • Can I add products after the cut off time for a slot

    No, you will not be able to make any changes to your order after the cut off time for your selected slot. However, if you do not wish to buy a product you may return it at the time of delivery and the amount will be credited to your the grocery guys account.

  • 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 support team with details or your order as well as the issue you faced.

  • 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 the grocery guys. Do write to us wecare@thegroceryguys.co.in in case of positive or negative feedback.

  • Will the grocery guys ask for sensitive information such as bank account details, PIN number, card number?

    Please note that our customer service team will never ask you to share information other than your email ID, phone number, and name registered with the grocery guys. If you get any email, call or message from anyone claiming to be from the grocery guys asking for sensitive information such as bank account details, PIN number, card number, etc., please do not share it.

  • 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
    Return Policy - Time Limits:

    • Perishable goods: Within 48 hours from the delivery date
    • Other goods: Within 7 days from the delivery date.

Others:

  • How to Collect Reward points:

    To collect the reward points the user have to register themselves at the grocery guys application and start ordering the products the reward points will be credited directly to your reward point section once the order is placed.

  • Do you have offline stores?

    No we are a purely internet based company and do not have any brick and mortar stores.

  • Where can I find currently running offers/ promotions?

    There is a banner called “Offers zone” below products list side on homepage of our. All products with any discount or promotions are listed under this section.

  • What do I do if an item is defective (broken, leaking, 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? What are the modes of refund?

    The amount will be refunded to your the grocery guys account to use as store credit in your forthcoming purchases. In case of credit card payments we can also credit the money back to your credit card. Please contact customer support for any further assistance regarding this issue.

  • 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 wecare@thegroceryguys.co.in and we will try our best to make the product available to you.

  • I am a corporate/ business. Can I place orders with the grocery guys?

    Yes, we do bulk supply of products at special prices to institutions such as schools, restaurants and corporates. Please contact as at wecare@thegroceryguys.co.in to know more.

  • Are Delivery Tokens issued?

    The Delivery Token policy has been permanently withdrawn from the the grocery guys delivery mandates and shall not be issued until further notice.

  • Is there an expiry date to my wallet credit?

    No, there is no expiry date on the reward amount. Once the money is credited to your the grocery guys wallet, it stays there till it’s used.

  • How do I check my wallet balance?

    You can view your wallet balance and its associated details under "My Wallet" section in "My Accounts" page. If you have any complaints or suggestions about the content published on the grocery guys please write to our Grievance Officer at wecare@thegroceryguys.co.in