Payments

What are the accepted payment modes at www.gotunez.com?
Following payment options are supported at Neerus.com:
  • Debit Card
  • Credit Card
  • Net banking
  • Wallets – PhonePe, Amazon Pay, Googlepay, Payzapp
  • UPI/QR

 

What should I do if my payment fails?

Please retry making the payment after ensuring that the information entered is accurate, including all account details, billing addresses and passwords.

 

Payment for the order has been deducted from my account, but no order details have been received?

If your payment is debited from your account after a payment failure, it will be credited back within 8-10 business days, after we receive a confirmation from the bank.

 

How do I apply a coupon/voucher code?
You can apply a voucher/coupon code on cart page before placing the order. The discount applicable will reflect in the order summary section.

 

Orders & Shipping

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

A:-The courier service delivering your order usually tries to deliver on the next business day in case you miss a delivery. You can check your SMS for more details on when the courier service will try to deliver again.

Q:-Will the delivery be tried again if I'm not able to collect my order the first time?

A:-Couriers make sure that the delivery is re-attempted the next working day if you can't collect your order the first time.

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

A:-On the rare occasion that your order is delayed, please check your email & messages for updates. A new delivery timeframe will be shared with you and you can also track its status by visiting My Orders.

Q:-What should I do if my order is approved but hasn't been shipped yet?

A:-Tunez team ship orders 1-2 business days before the delivery date so that they reach you on time. In case your order hasn't been shipped within this time please contact our Customer Support so that we can look into it.

Q:-Can I take the shipment after opening and checking the contents inside?

A:-As per company policy, a shipment can't be opened before delivery, but you can accept the shipment and get in touch with us later in case you have any concerns.

Q:-How do I know my order has been confirmed?

A:-An e-mail & SMS will be sent once you've successfully placed your order. We'll also let you know as soon as the Tunez ships the item(s) to you along with the tracking number(s) for your shipment(s). You can track your orders from the 'My Orders' section on your Tunez account.

Q:-How quickly can I get my order delivered?

A:-Orders will be delivered by the date you see on the product page for your location.

Q:-My order has reached the nearest delivery hub, but why isn't it out for delivery yet?

A:-The courier service delivering your order are responsible for making sure that your order reaches you within the delivery date. Rest assured, you'll get an SMS once your shipment is out for delivery.

Q:-My order status shows 'Out for Delivery', but I haven't got it yet. When will I get it?

A:-The courier service will contact you for delivery of your order. Please check your SMS for more details.

Q:-Why can't I track my order even though it has been shipped?

A:-Courier services usually take upto 24 hours to activate tracking for an order once it's shipped. Please check again after the mentioned time frame.

Q:-What should I do if I don't get the invoice for my order?

A:-Tunez send a hard copy of the invoice in the shipments. A soft copy is also emailed to you within 24 hours of delivery in the delivery confirmation email sent to your registered email ID.

You can also visit My Account › My Orders page to get invoices for your orders.

Or send request to info@gotunez.com

Q:-How will my order be delivered?

A:-All orders are shipped by Tunez through courier services who deliver the packages to your doorstep or the nearest pick-up store if the option is selected.

Q:-Why is the 'Cash on Delivery' payment mode not available at my location?

A:-Availability of the 'Cash on Delivery' payment mode depends on the courier services delivering to your location. Please enter your pincode on the product page to check if this payment mode is available at your location. Courier service providers also have limits on the amount you can pay through cash on delivery based on the destination and your order could have exceeded this limit.

 

How can I place an order?

To place an order, please follow these steps:

  1. Select the product you'd like to buy and 'Check Availability at' your preferred pincode
    2. Add products to your cart or just hit 'Buy Now'
    3. Choose or 'Add delivery address'. Use a preferred payment mode and confirm the order

 

Can I get my order delivered faster?

Your order will get delivered on or before the delivery date promised at the time of placing the order.

 

I want to change my product color?

Before the order is dispatched, cancel the order on the website and place the order again with the desired product colour.

*Product Colour cannot be changed once the product has been dispatched from our warehouse

 

I have a complaint about the courier executive who came to deliver my order.

You can contact our Customer Support team with the details and we will get in touch with the courier service provider to resolve your complaint.

How is a 'business day' different from a regular day?

Business days are otherwise known as working days of the week. The expected date of delivery is calculated based on business days. Typically, these include Monday through Saturday. Public holidays and Sundays are usually not considered.

My package shows as delivered but I can't find it, what should I do?

If your tracking information shows that your package was delivered, but you can't find it:

Check your phone for any notification about attempted delivery.
See if any of your neighbours/friends/relatives/house owner/security guard has collected your product on your behalf.
Wait until the end of the day— sometimes packages can show as delivered while still in transit.

In the unlikely event of you still not being able to locate your item, please contact us and we will be happy to help.

 

Why was my package not delivered?

Sometimes, a package cannot be delivered due to one of the following reasons:

Incorrect Address: If the address is incorrect or outdated, the package is usually returned to the seller by the courier service provider or the unintended recipient. Please double-check your address carefully when placing a new order.
To remove an outdated or incorrect address from your account, go to My Account > My Addresses. select 'Edit' and then Choose 'Save Changes'.

Other Address Problems: In rare cases, it is also possible that the address label was difficult to decipher during the shipping and handling process, or that the courier service left the package at a different address than what was printed on the label.

Failed Delivery Attempts: Most of the seller's partnered courier service providers make more than one attempt to deliver a package. If nobody is available to accept the delivery after multiple attempts, the package is returned to the seller.

Damaged During Transit: If a package is damaged on its way to you, the courier service provider will return it to the seller without attempting delivery.

Note: A package once returned to the seller cannot be delivered again by the courier service provider. Please place a new order on our website or app if you would still like to purchase the item.

 

What do the different order statuses in 'My Orders' mean?

The different order statuses are as mentioned below:

  • Ready to Ship: Your item is packed and ready for pick up by a courier service provider
  • Dispatched: Your item has been picked up from the seller by the courier service provider and is on its way to a logistic facility
  • Shipped: Your item is on its way to you
  • Out for delivery: A Wish master is out to deliver your order
  • Delivered: Your item has been delivered
  • Return requested: You have created a return request for the item which is pending confirmation from the seller
  • Returned: You have returned the item for refund/replacement/exchange

 

What is GSTIN Invoicing feature?

Through GSTIN Invoicing feature customers can enter their business entity details and GSTIN associated with the business entity in order to receive a tax invoice containing these details to claim input tax credit. Please note, this is available on select products for business purchases sold by participating sellers.

Who are all eligible for this GSTIN feature?

Customers that have GSTIN registered for their business entity can avail this feature. Please note that this is currently available on select products for business purchases sold by participating sellers. Customers can enter GSTIN and business entity name while placing the order to receive a tax invoice containing these details to claim input tax credit.

 

Returns and Replacements

When will I receive my refund?

Once we have received your return shipment in our warehouse, we will send you an email confirming receipt of the package. We will refund the value of your returned items within 30 days upon receiving the return package.

My product has not been picked up for replacement yet?

Mail your query at info@gotunez.com for all the warranty and service-related issues or call Customer Service to help you.

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