Question 1

How do I place an order?

Accepted Answer

Placing an order is easy! Simply browse our products, add items to your cart, and proceed to checkout. You can checkout as a guest or create an account for faster future checkouts. Enter your shipping address, select your payment method, and confirm your order.

Question 2

Can I modify or cancel my order?

Accepted Answer

You can modify or cancel your order within 1 hour of placing it by contacting our customer support. Once the order has been processed or shipped, modifications are not possible. For cancellations after shipping, please refer to our refund policy.

Question 3

How do I track my order?

Accepted Answer

You can track your order using our Track Order page. Simply enter your order number (found in your confirmation email/SMS) and the phone number used during checkout. If you have an account, you can also view all your orders from your Account > Orders section.

Question 4

What if I receive a damaged or wrong item?

Accepted Answer

We apologize for any inconvenience! Please contact our customer support within 48 hours of receiving your order with photos of the damaged/wrong item. We will arrange for a replacement or refund as per our refund policy.

Question 5

What are the shipping charges?

Accepted Answer

We offer FREE shipping on all orders above ₹499. For orders below ₹499, a nominal shipping fee of ₹49 is charged. All our products are shipped from India with careful packaging to ensure safe delivery.

Question 6

How long does delivery take?

Accepted Answer

Standard delivery takes 5-7 business days across India. Metro cities may receive orders faster (3-5 days). Remote areas may take up to 10 business days. You will receive tracking details once your order is shipped.

Question 7

Do you deliver to my location?

Accepted Answer

We deliver across India to all serviceable pin codes. You can check if we deliver to your area by entering your pin code on the product page or during checkout. Currently, we do not offer international shipping.

Question 8

What happens if I'm not available during delivery?

Accepted Answer

Our delivery partner will attempt delivery up to 3 times. If you're not available, they will contact you on the phone number provided. You can also reschedule the delivery by contacting the courier partner directly using the tracking link.

Question 9

What payment methods do you accept?

Accepted Answer

We accept multiple payment methods: 1) Online Payment via Razorpay (Credit/Debit Cards, UPI, Net Banking, Wallets), 2) Cash on Delivery (COD), and 3) Partial COD (Pay 10% online, rest on delivery). All online payments are 100% secure.

Question 10

Is it safe to pay online?

Accepted Answer

Absolutely! All online payments are processed through Razorpay, a RBI-licensed payment gateway. Your card details are never stored on our servers, and all transactions are encrypted with industry-standard SSL encryption.

Question 11

What is Partial COD?

Accepted Answer

Partial COD allows you to pay just 10% of the order value online while placing the order, and the remaining 90% on delivery. This option helps confirm your order while giving you the convenience of paying most of the amount on delivery.

Question 12

My payment failed but money was deducted. What do I do?

Accepted Answer

Don't worry! In case of a failed transaction, the amount is usually refunded to your account within 5-7 business days by your bank. If you don't receive the refund, please contact us with your order details and transaction ID.

Question 13

What is your return policy?

Accepted Answer

We accept returns within 7 days of delivery for unused and unopened items in their original packaging. Items must be in the same condition as received. Please read our detailed Refund Policy page for complete information.

Question 14

How do I initiate a return?

Accepted Answer

To initiate a return, please contact our customer support with your order number, reason for return, and photos of the product. Once approved, we will arrange for a pickup from your address at no extra cost.

Question 15

How long does the refund take?

Accepted Answer

Once we receive and inspect the returned item, refunds are processed within 3-5 business days. The amount will be credited to your original payment method. Bank processing may take an additional 5-7 days.

Question 16

Are there items that cannot be returned?

Accepted Answer

Yes, certain items cannot be returned: 1) Opened or used products, 2) Items with removed tags or damaged packaging, 3) Products marked as "Non-Returnable" on the product page, 4) Personalized or customized items.

Question 17

Are your toys safe for children?

Accepted Answer

Yes, all our toys meet Indian and international safety standards. They are made from non-toxic, child-safe materials. Age recommendations are provided on each product page to help you choose appropriate toys for your child.

Question 18

Are all products original and new?

Accepted Answer

Absolutely! We only sell 100% authentic, brand new products sourced directly from manufacturers and authorized distributors. We never sell refurbished, used, or counterfeit items.

Question 19

Do products come with warranty?

Accepted Answer

Warranty terms vary by product and manufacturer. Electronics and battery-operated toys typically come with manufacturer warranty. Please check the product description or contact us for specific warranty information.

Question 20

Can I check a product before buying?

Accepted Answer

While we don't have physical stores, we provide detailed product descriptions, multiple images, and customer reviews to help you make an informed decision. Our return policy also gives you peace of mind.

Question 21

Do I need an account to shop?

Accepted Answer

No, you can checkout as a guest. However, creating an account allows you to track orders easily, save addresses for faster checkout, maintain a wishlist, and access exclusive member-only offers.

Question 22

How do I use a coupon code?

Accepted Answer

Enter your coupon code in the "Coupon Code" field on the cart or checkout page and click "Apply". If the code is valid, the discount will be automatically applied to your order total. Only one coupon can be used per order.

Question 23

Do you offer gift wrapping?

Accepted Answer

Currently, we do not offer gift wrapping services. However, all our products come in attractive packaging that makes them perfect for gifting. We're working on adding gift wrapping as a future option!

Question 24

How can I contact customer support?

Accepted Answer

You can reach us through multiple channels: 1) Email: thegurtoy@gmail.com, 2) Phone: Available on our Contact page, 3) Contact Form: Visit our Contact Us page. We typically respond within 24 hours on business days.

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