FAQ Page

Kindly check the FAQ below if you are not very familiar with the functioning of this website. If your query is of urgent nature and is different from the set of questions then please contact us at:
Email: customerservice@jaiviktokri.com
Call us: 1860 123 1000
Chat with us in-app under customer service /Need Help section
from 7 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 info@jaiviktokri.com.

Registration
How do I register?
You can register by clicking on the "Account" link at the top right corner of the homepage. Please provide the information in the form that appears. You can review the terms and conditions, provide your payment mode details and submit the registration information.

Are there any charges for registration?
No. Registration on Jaiviktokri.com is absolutely free.

Do I have to necessarily register to shop on Jaivik Tokri?
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 Jaivik Tokri account.


Can I add more than one delivery address in an account?


Yes, you can add multiple delivery addresses in your Jaivik Tokri account. However, remember that all items placed in a single order can only be delivered to one address. If you want different products delivered to different address you need to place them as separate orders.


Can I have multiple accounts with same mobile number and email id?


Each email address and phone number can be associated with one Jaivik Tokri account only.


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 different city addresses under one account and still place orders for multiple cities?

Yes, you can place orders for multiple cities.
Account Related

What is My Account?


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

How do I reset my password?
You need to enter your email address on the Login page and click on forgot password. An email with a reset password will be sent to your email address. With this, you can change your password. In case of any further issues please contact our customer support team.

Payment
What are the modes of payment?
You can pay for your order on Jaivik Tokri.com using the following modes of payment:
a. Cash on delivery (COD)
b. Credit and debit cards (VISA / Mastercard / Rupay)
c. 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.

To minimize contact, please give the executive the exact amount or the order total rounded up to the nearest hundred. For example, if your order value is

Rs.1,235, please pay exactly this amount or Rs.1,300.

The executive will not be able to return any change.

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 Jaivik Tokri?
Yes it is absolutely safe to use your card on Jaivik Tokri.com. 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 deliver all the products in your order and you have already paid for them online, the balance amount will be refunded to your account. 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 evoucher/ 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, hand cleaned and hand packed in reusable plastic trays covered with cling. 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 10% at maximum. Therefore if you have shopped for something that costs Rs. 100 per kg, and we delivery 1.5 kg of the product to you (eg cabbage, pineapple), you will still be charged a maximum of Rs. 110. 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 website once you log into your account. Click on "My Account" at the top right hand corner and go to the "Update My Profile" 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.

Note:
For bb Star customers in all cities with order value Rs. 600/-
or above,the delivery charge is Rs. 0 (free 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 only in Mumbai. Rest of the cities it takes at least 3-4 business days to reach.

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. Please note that we do same day delivery in Bangalore, Hyderabad, Delhi-NCR, Mumbai,

Pune & Chennai.

Order Related


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

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


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 website however due to supply chain issues sometimes this is not possible

How do I check the current status of my order?
The only way you can check the status of your order is by 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?
By contacting our customer support team or you can also cancel your order from the Customer Service section.

Customer Related
How do I contact customer service?

Our customer service team is available throughout the week, all seven days from 10 am to 7 pm. They can be reached at +91 9116672106 or via email at info@jaiviktokri.com


What are your timings to contact customer service?
Our customer service team is available throughout the week, all seven days from10 am to 7 pm.

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 Jaivik Tokri. Do write to us info@jaiviktokri.com in case of positive or

Negative feedback.


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.
Will Jaivik Tokri 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 Jaivik Tokri. If you get any email, call or message from anyone claiming to be from Jaivik Tokri asking for sensitive information such as bank account details, PIN number, card number, etc., please do not share it.

Return & Refund
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 have an issue with the quality or freshness of the product or have received a damaged product at the time of delivery. 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:
1. Perishable goods: Within 48 hours from the delivery date
2. Other goods : Within 7 days from the delivery date.

Others
Where can I find currently running offers/ promotions?
Kindly follow us on our social media handle @jaiviktokri to stay updated on deals


What do I do if an item is defective (broken, leaking, expired)?
We have a no questions asked return policy. In case you have any issues with the quality of 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 Jaivik Tokri.com 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. The money will be credited back to your account in 7-10 working days. 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 info@Jaivik Tokri.com and we will try our best to make the product available to you.


How & where I can give my feedback?
We always welcome feedback, both positive and negative from all our customers. Please feel free to write to us at info@Jaiviktokri.com, or call us on 1860 123 1000 and we will do our best to incorporate your suggestions into our system.


If you have any complaints or suggestions about the content published on Jaivik Tokri.com please write to us at info@Jaiviktokri.com