Frequently Asked Questions
Q1. How do I search for a product?
Ans: You can type the name of the product or the category to which it belongs at the top right corner of the page “Search” tab. The page will directly take you to the product that you searched. If searching for multiple products, type the category for e.g. “Sweet Boxes” and you will get all the products available in that category.
Q2. How do I place an order?
Ans: Ordering at Packline is very simple. Please follow the below mentioned steps:
o Add the items you want to shop to your cart
o Check your cart if you have selected the right products
o Log In through your E-mail ID or Facebook ID
o First time users will have to complete the registration process
o Enter the billing and shipping details
o Select the mode of payment and provide the details of payment (if not COD)
o Checkout and complete the payment and bam! You are all set to receive all of the wonders you just ordered
o If you need any assistance or want to make changes in the product list, give us a call. We would love to take your order on call. You may contact us on 022 40034033 to book your order. Call Timings: 10.00 AM to 6.30 PM (IST).
Q3. How will I know if my order is placed successfully?
Ans: Once your order is placed, you will receive a confirmation message on the registered email id and phone number from Packline. This mail will have all the details related to your order. Order details can also be viewed at My Account > Order history, if you have placed the order through your login id.
Q4. How will my order be delivered to me?
Ans: Your order would be delivered by reputed courier companies at your place of convenience.
Q5. What is the standard delivery time?
Ans: Standard delivery time is 7-10 working days depending upon your location. However for some products delivery time may vary depending upon the availability of the products or size of the order. In case of customized products, standard delivery time is not applicable.
Q6. Will I be informed once my order is processed?
Ans: Once your order is confirmed and processed, you will receive a shipment notification via E-mail/Message notifying you on the estimated date of delivery. You can also track the order online by logging in to your Account. Please note that the exact tracking information may not be available for some product.
Q7. I got a confirmation call for my order. Why is that?
Ans: You receive a confirmation call for your order to verify that your order has been placed correctly and check if there isn't any change with your order.
Q8. How do I check the status of my order?
Ans: Our order status is updated to you via Emails and messages at every step. You can also track the order through the ‘Track Order’ option of ‘My Account’ page.
Q9. Why have I not received my order yet?
Ans: Due to unforeseen circumstances, it is possible that your order might get delayed. Visit the ‘My Orders’ page in your account and click on ‘Track Order’ to get real time status of your order. We sincerely apologize for the inconvenience.
Q10. Can I place a bulk order for an item(s)?
Ans: Yes, we accept bulk orders. Please send us a message in the ‘Contact Us’ section and we will call you on the number provided by you or you can directly call us on 022 40034033 anytime between 10 AM to 6.30 PM (IST).
Q11. Can I add an item to my order after I have placed my order?
Ans: You can call our customer care on 022 40034033 anytime between 10 AM to 6.30 PM (IST) or place another order for the same.
Q12. I tried placing order using my debit/credit card but it isn't working. Can you help me place an order?
Ans: Yes, if your debit/credit card isn't working we can always take your order over phone. Call us on 022 40034033. Call Timings: 10.00 AM to 6.30 PM (IST).
Q13. I tried placing my order using my debit card/credit card/net banking but the order was not successful. What happens to the money deducted from the card?
Ans: Please check your bank/credit card account to first ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 7 business days. The time taken can vary from bank to bank and we unfortunately won't be able to speed this up. Please check with your bank for more details. If your bank informs you otherwise please get back to us. If the money has been credited to our account we would initiate refund within 3 days of your request. Receipt of the refund would however depend on the mode of payment mode chosen by you. The expected timelines are as below:
· Net Banking 7-10 business days
· Debit Card 7-10 business days
· Credit Card 7-21 business days
Q14. Which courier company will deliver my order? Is it possible to choose my preferred delivery partner?
Ans: For a smooth delivery of your orders, we have tied up with a number of trustworthy delivery partners. Once your order is dispatched, you will be informed about the shipping details via E-mail/SMS. Unfortunately, we do not offer the option to choose your preferred delivery partner. However, we will inform you when such services are rolled out in the future.
Q15. What should I do if I find my package opened or tampered with upon delivery?
Ans: Packline believes in making your shopping experience impeccable. However, if you receive an open or a tampered package, please do not accept it. Report this concern by clicking on Return/Replace option in your MY ORDERS page within the said 48 hours period. We will look into the issue immediately and get back to you.
Q16. Why did I receive a partial order?
Ans: We are sorry you had to experience this but please check if your order contains items with different delivery time. Items with different delivery times are shipped to you separately. Do not worry; your order is on its way to you! The expected date and time of delivery will be communicated to you before the dispatch of your order. Under rare circumstances, if we are unable to fulfill your order, we will refund you the full payment made towards that particular product, at the earliest.
Q17. The status on the tracking website shows delivery was attempted but I was not there to receive it. Is it possible to get the delivery now?
Ans: The courier companies usually make three attempts to deliver your order. In case you do not receive your order, please get in touch with us.
Q18. What’s your Return Policy?
Ans: Packline is happy to serve its customer and fulfill their requirements. If customer receives any product which completes the below mentioned criteria, they are eligible for return / exchange:
· Product is used/altered/poor in quality/defective.
· Physical / in-transit damage to the product.
· Branded product received seal opened.
· Empty packet/some items are missing.
· Significant difference found in Packline website as comparison to product.
Kindly take a video of the product while it’s handed over to you by our representative. Customer is not eligible for return/exchange if
· It is “no longer needed”.
· Customer tried to handle the industrial product and unable to use it which promotes any tear/damage.
· Customized Products (on demand) will not be returned.
Q19. What are the guidelines for Return/Exchange?
Ans: · For Products purchased on Packline, in the event the customer has any concern, the customer shall inform to Packline customer care within 48 Hours of product delivery.
· Customer must share video with Customer care team while opening the package in case of Empty Package/ Quantity issue.
· If customer is sharing photographs of product it must be four angle photographs (Video will be highly appreciated).
· In case of Industrial goods return will be accepted only in case of wrong, defective & damaged product.
· All products must be in new and unopened condition with all the original packing.
· Packline shall try the best to process the customer refund within 7 (Seven) working days from the date of request made to the Customer Care team.
Q20. What are the details you require to process NEFT refund?
Ans: Once you agree for NEFT refund, you will receive an email from Packline customer support team asking for:
· Bank Name
· Account Number
· Account Holder’s name
· IFSC code
· Location of the Bank.
We initiate refund process as soon as we receive the details from you and it takes 7-10 working days for the money to be credited to your account.
Q21. What are the modes of payment for purchasing on Packline.in? What payment methods do you accept?
Ans: We accept the following modes of payment:
· Debit/Credit Cards/Net banking of all major banks
· Cash On Delivery (COD)
Q22. Can I ask for NEFT refund if I paid through Credit Card/Debit Card/Net banking?
Ans: No, in case you paid via credit card/debit card/net banking, the amount will be refunded in the same account where you made the payment from.
Q23. How long will it take to refund?
Ans: It takes 7-10 working days for the money to be credited to your account.
Q24. What is COD (Cash on Delivery)? Are there any additional charges for COD orders?
Ans: COD refers to Cash on Delivery. If you are not comfortable making an online payment on Packline, you can opt for the Cash on Delivery (COD) payment method instead. Not all deals/products have COD option. Please check the deal page before buying. Packline does not offer COD at all locations. Please enter your pin code to check the availability of COD option at your location.
Q25. How do I place Cash on Delivery (COD) order?
Ans: o All items that have the "Cash on Delivery Available" icon are valid for order by Cash on Delivery.
o Add the item(s) to your cart and proceed to checkout.
o When prompted to choose a payment option, select "Pay by Cash on Delivery".
o Enter the CAPTCHA text as shown, for validation.
o Once verified and confirmed, your order will be processed for shipment in the time specified, from the date of confirmation.
o You will be required to make a cash-only payment to our courier partner at the time of delivery of your order to complete the payment.
Q26. Can I pay COD (Cash on Delivery) for every product I buy on Packline?
Ans: For most of the products, COD is available and is mentioned on the product page. However, due to logistics concern, this option might not be available for few products.
Q27. How can I pay if COD option is not available on my address?
Ans: If COD option is not available on your address you can always opt for Net Banking or Credit/Debit Card. In case you don't have a Net Banking or Debit Card options please contact your bank for Debit Card/Credit Card issue.
Q28. Why isn't COD available to me?
Ans: · Cash on Delivery (COD) option is not offered by our Courier partners at few serviceable locations. Hence, based on your location COD option may not be available to you. However, you can always opt for payment through Net Banking or Credit/Debit Card.
· We also restrict Cash on Delivery facility for certain customers based on our long-term experience. To know more, please refer to our Terms and Conditions.
· As an alternative, the customer can call us on 022 40034033 between 10.00 AM to 6.30 PM
(IST) and we can assist them with direct deposit to our bank account.
Q29. How do I pay using a credit/debit card?
Ans: Credit cards:
· We accept payments made using Visa, MasterCard and American Express credit cards.
· To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number (found on the backside of your card). After entering
these details, you will be redirected to the bank's page for entering the online 3D secure password.
· We accept payments made using Visa, MasterCard, RuPay and Maestro debit cards.
· To pay using your debit card at checkout, you will need your card number, expiry date (optional for Maestro cards), three-digit CVV number (optional for Maestro cards). You will then be redirected to your bank's secure page for entering your online password (issued by your bank) to complete the payment.
Q30. My transaction failed but the money was deducted from my account. What should I do?
Ans: We regret the inconvenience caused. Please send us a mail on firstname.lastname@example.org with your transaction details and we will look into it immediately. If your money has not reached us, it will surely be refunded back to your account in 7-10 working days.
Q31. What should I do if my payment fails?
Ans: In case of a payment failure, please retry ensuring that information passed on to payment gateway is accurate i.e. account details, billing address, password (for net banking), your internet connection is not disrupted in the process. If your account has been debited after a payment failure, it is normally rolled back to your bank account within 7 business days. All you need is to call us at 022 40034033. Call Timings: 10.00 AM to 6.30 PM (IST).
Q32. Can I make a credit/debit card or Internet banking payment on Packline through my mobile?
Ans: Yes, you can make debit/credit card/internet banking payments through the mobile site. Packline uses PayU as a payment gateway for credit/debit card payment. PayU uses high end technology to protect your card information