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:
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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
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Are there any charges for registration?
A-No. Registration on the grocery guys application is absolutely free.
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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.
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Can I have multiple registrations?
Each email address and contact phone number can only be associated with one the grocery guys account.
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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.
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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:
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. 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.
What is My Account?
What is My Orders?
Payment:
You can pay for your order on the grocery guys using the following modes
of payment:
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.
Once you clicked on my wallet click on :
There is no VAT. However, GST will be applicable as per Government
Regulizations. 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. Cash on delivery means that you can pay for your order at the time of
order delivery at your doorstep. 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.
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.
What are the modes of payment?
How to recharge the wallet at the grocery guys application?
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?
Is it safe to use my credit/ debit card on the grocery guys app?
What is the meaning of cash on delivery?
If I pay by credit card how do I get the amount back for items not delivered?
Where do I enter the coupon code?
Delivery Related:
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)
Fresh fruits and vegetables are hand picked and hand cleaned. We ensure
hygienic and careful handling of all our products.
When will I receive my order?
How are the fruits and vegetables packaged?
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:
Delivery slots are time slots during which you will receive your order.
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. 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. Registered, user have a convenience to choose the delivery slot at the day of delivery. Delivery slot can be changed for an active order through the
App. 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. After 50 or fixed number of orders on same slot this slot will be unavailable for other shoppers on
the application.
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. You can check the status of your order is by checking Order Status in My Order list or contacting our
customer support team.
You will receive an email as well as an sms about unavailable items
before the delivery of your order.
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.
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.
What are delivery slots?
What is a cut-off time and what are the corresponding cut-off timing for each
slot?
Can I add products after the cut off time for a slot?
How can I check availability of next slot before placing order?
Can I change my order delivery slot after placing the order?
How do I add or remove products after placing my order?
How long will my chosen slot be blocked for me?
Is it possible to order an item which is out of stock?
How do I check the current status of my 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?
What You Receive Is What You Pay For
When and how can I cancel an order?
How to add products at My Wishlist
Customer Related:
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
Our customer service team is available throughout the week, all seven days from 6 am
to 10 pm. 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. 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 do I contact customer service?
What are your timings to contact customer service?
Can I add products after the cut off time for a slot
How do I raise a claim with customer service for any of the Guarantees -
Delivery Guarantee, Quality Guarantee?
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:
Others:
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.
No we are a purely internet based company and do not have any brick and
mortar stores.
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.
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.
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.
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. 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.
The Delivery Token policy has been permanently withdrawn from the the grocery guys
delivery mandates and shall not be issued until further notice.
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.
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
How to Collect Reward points:
Do you have offline stores?
Where can I find currently running offers/ promotions?
What do I do if an item is defective (broken, leaking, expired)?
How will I get my money back in case of a cancellation or return? What are
the modes of refund?
I’d like to suggest some products. Who do I contact?
I am a corporate/ business. Can I place orders with the grocery guys?
Are Delivery Tokens issued?
Is there an expiry date to my wallet credit?
How do I check my wallet balance?