FAQ

Payments

What payment modes are accepted on www.gotunez.com?

We support the following payment options:

  • Debit Card
  • Credit Card
  • Net Banking
  • Wallets: PhonePe, Amazon Pay, Google Pay, PayZapp
  • UPI / QR

What should I do if my payment fails?

Please retry the payment after ensuring that all details entered are correct, including:

  • Account information
  • Billing address
  • Passwords / OTP

My payment was deducted, but I didn’t receive an order confirmation. What should I do?

If the payment is debited but the order is not confirmed, the amount will be refunded within 8–10 business days after we receive confirmation from the bank.

How do I apply a coupon or voucher code?

You can apply a coupon or voucher code on the cart page before placing your order.
The applicable discount will be shown in the order summary section.

Orders & Shipping

I missed the delivery of my order today. What should I do?

The courier service will usually attempt delivery again on the next business day.
You can also check your SMS for details on the next attempt.

Will delivery be reattempted if I missed it the first time?

Yes, courier partners reattempt delivery on the next working day.

The delivery of my order is delayed. What should I do?

On rare occasions, delays may occur.
Please check your email and SMS for updates. A revised delivery time will be shared, and you can track the order in the My Orders section.

My order is approved but hasn’t been shipped yet. Why?

Our team typically ships orders 1–2 business days before the expected delivery date.
If the order remains unshipped beyond this time, please contact Customer Support.

Can I open the package before accepting it?

As per company policy, shipments cannot be opened before delivery.
You may accept the shipment and contact Customer Support later if you have concerns.

How do I know if my order is confirmed?

You will receive:

  • A confirmation email

  • A confirmation SMS

You will also receive shipment details and tracking information once your order is dispatched.

How quickly can I get my order delivered?

Orders will be delivered by the date displayed on the product page based on your location.

My order has reached the nearest delivery hub but isn’t out for delivery yet. Why?

The courier ensures delivery within the promised timeframe.
You will receive an SMS when the package is out for delivery.

My order status shows “Out for Delivery” but I haven’t received it yet. What happens now?

The courier will contact you.
Check your SMS for updates.

Why can’t I track my order even though it has been shipped?

Tracking may take up to 24 hours to activate after shipment. Please try again later.

I didn't receive the invoice for my order. What should I do?

We include a hard copy of the invoice with your shipment.
A soft copy is emailed within 24 hours of delivery.

You can also download invoices from:
My Account → My Orders

Or request it via email at cs@gotunez.com

How will my order be delivered?

All orders are shipped via trusted courier partners who deliver directly to your:

  • Doorstep, or

  • Selected pick-up store

Why is Cash on Delivery (COD) unavailable for my location?

COD availability depends on:

  • Courier partner coverage

  • Pincode eligibility

  • COD value limits in your region

You can check COD availability by entering your pincode on the product page.

How can I place an order?

  1. Select your product and check pincode availability

  2. Add to cart or click Buy Now

  3. Add or select a delivery address

  4. Choose a payment mode and confirm the order

Can I get my order delivered faster?

Your order will be delivered on or before the promised delivery date.

I want to change my product color.

  • If the order is not yet dispatched, cancel it and reorder with the preferred color.

  • Color cannot be changed after dispatch.

I have a complaint about the delivery executive.

Please contact Customer Support with the details.
We will coordinate with the courier partner to resolve your concern.

What is a business day?

Business days are the working days of the week—Monday to Saturday.
Public holidays and Sundays are excluded.

My package shows delivered, but I can’t find it. What should I do?

Please:

  • Check for any delivery attempt messages

  • Confirm with neighbours, security, or family

  • Wait until end of day (sometimes “delivered” scans appear early)

If still not found, contact Customer Support.

Why was my package not delivered?

Possible reasons include:

1. Incorrect Address

The package may be returned if the address is invalid or outdated.
Update your address in My Account → My Addresses.

2. Unreadable or Misplaced Label

Sometimes courier sorting issues may misroute the package.

3. Failed Delivery Attempts

After multiple failed attempts, the package is returned.

4. Damage During Transit

Damaged shipments are returned without delivery attempt.

Note: Returned packages cannot be re-delivered. Please place a new order.

What do the order statuses in “My Orders” mean?

Status Meaning
Ready to Ship Packed and ready for pickup
Dispatched Picked up by courier
Shipped In transit to your location
Out for Delivery Courier is delivering today
Delivered Order successfully delivered
Return Requested Return request is pending approval
Returned Return completed and processed

 

What is the GSTIN Invoicing feature?

This allows business customers to enter:

  • GSTIN

  • Business name

A tax invoice will be issued for input tax credit (ITC), available on select products sold by participating sellers.

Who can use the GSTIN feature?

Customers with a valid GSTIN registered to a business entity.
Feature available only on select products.

Returns & Replacements

When will I receive my refund?

Once the returned product reaches our warehouse, you will receive a confirmation email.
Refunds are processed within 30 days of receiving the item.

My product hasn’t been picked up for replacement yet. What should I do?

Please email cs@gotunez.com or contact Customer Service for assistance.