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FREQUENTLY ASKED QUESTIONS

Order

How can I track my order?

Once shipped, customer receives an SMS and E-mail on registered contact number and e-mail id containing the tracking number.

Or maybe you can simply go to the “Track now” option available on our website.

I am unable to see my order details in my account what should I do?

This usually happens when you place an order as a Guest without creating an account on our website. You have to first create an account and then place the order, it will reflect under your account. However, you can still track your order status by following the below mentioned step:

Click on SIGN IN ACCOUNT on the top right corner of the website.

  • Select Track Order
  • Enter your details

In case you have places the order as guest or contact our customer support and get your order details.

How long it takes to deliver the Order?

It takes 4-7 days to ship an order. Once shipped, a product should be delivered to you within 5-7 days. However, there might be some delay in delivery due to the reasons mentioned below:

  • If the area where you live is very interior area
  • Natural calamities like heavy rain, earthquake etc
  • Political disturbance, National and Regional holidays etc

I missed the delivery of my order today so what can I do now?

We deliver your order via third party courier services, once you have received the details of your shipment contact the delivery person and schedule your order as per your availability.

What should I do if my order is approved but not yet dispatched for a long time?

You can track your order status by following the below mentioned step:

Click on SIGN IN ACCOUNT on the top right corner of the website.

  • Select Track Order
  • Enter your details

Will the delivery be re-attempted if I’m not able to collect my order the first time?

We deliver your order via third party courier services, once you have received the details of your shipment contact the delivery person and schedule your order as per your availability.

Can I change the delivery time for my order?

We deliver your order via third party courier services, once you have received the details of your shipment contact the delivery person and schedule your order as per your availability.

Can I prepone or postpone the date of delivery?

We deliver your order via third party courier services, once you have received the details of your shipment contact the delivery person and schedule your order as per your availability.

I found the package open and the product seal broken. What should I do?

You can request for the item to be replaced or returned by sending us a mail on info@metacrust.com or calling our helpline number +91-8081881122 between 10 AM and 7 PM

Will I receive a call before Metacrust attempts to deliver package at my place?

The courier person will call you before delivery only if he cannot find your location with the address shared.

I have a complaint about the shipment and delivery of my order.

Please let us know the details by contacting our Customer Support & we’ll look into this for you.

Cancellations and returns:

How can I cancel my order?

You can cancel an order using any of the below mentioned methods:

  • By contacting us on our helpline number +91-8081881122 (10 AM - 7 PM)
  • By writing to us at info@metacrust.com

When can I cancel my Order?

Order can be cancelled only before dispatch. Once cancelled, complete amount will be refunded.

How long does it take to cancel an Order?

  • It takes 24hrs to cancel the order once the request is received on call.
  • Request received through mails will be fulfilled within 48

Can Metacrust.com cancel any order?

Yes, Metacrust.com reserves the right to cancel any order under the following circumstances:

  • We operate on the prepaid order basis so Metacrust can cancel the order if we have not received the payment in full.
  • Incorrect or Incomplete information regarding Customer’s address (Street number, Landmark etc.) etc.
  • In case of wrong product price or specification mentioned on Metacrust.com.
  • Unavailability of products – In exceptional cases, if a product runs out of stock with the vendor, the product will be cancelled; however, remaining products of the order will be delivered.
  • If the area in which customer is residing is not served by us or made Out of Delivery area by Logistic Courier Partner even after placing the order.
  • Suspected fraudulent information.

What is Metacrust's Returns policy?

Sorry, we do not have any Return Policy. Only under certain conditions, we can process the return:

  • If wrong product was delivered by the supplier.
  • The product delivered was of a different brand
  • The product was found to be damaged

How do I know if my order is eligible for return?

We do not have a return policy still we can process return only for the below mentioned conditions:

  • Customer should intimate us within 48hrs  of receiving the order
  • For damaged product customer should intimate us within 48 hours of delivery
  • Product should be unused.
  • Brand packing should remain intact
  • Invoice should be available

All the tags/labels should be available

What is the procedure to return a product?

Only under certain conditions you can initiate a return by below mentioned conditions:

  • By contacting us on our helpline number +91-8081881122 (10 AM - 7 PM)
  • By writing to us at info@metacrust.com

Can I return the order if I received a different size or wrong product?

The orders can be returned only under special conditions mentioned below

  • In case the customer finds that he needed a different product instead of the one he has received. Customer has to bear all the return charges
  • If wrong product was delivered to the customer we will take the responsibility of replacing the item.

What should I do if there is hardware or component or functional related issues with the product I bought from Metacrust?

If the problem has occurred during delivery then please get in touch with our customer care team.

When I can get refund of my Cancelled order?

Once cancelled, full amount will be refunded to the customer based on the payment mode chosen by the customer at the time of placing the order.

1. Credit/Debit Card/Net Banking/Wallets – 2 business days

2. If you have made the payment by NEFT and Cheque you need to share the below mentioned details at info@metacrust.com from your registered e-mail id.

  • Account number
  • Account Holder name
  • IFSC Code

Upon receiving the information, your refund will be processed in 2 business days and same will reflect in your account in another 2 business days.

How can I know the status of my refund?

You will be notified via email once your refund has been processed

Payment

My payment process was interrupted. What should I do?

No need to worry! You can contact us to check if we have received the payments, in case we have received the payments in full we will place the order on your behalf.

How can I pay for an order?

You can choose to pay for an order with any of the below methods:

  • Visa, MasterCard, Credit or Debit cards
  • Payment Gateway such as CC Avenue
  • Paytm

If you are unable to place the order online kindly get in touch with us at +91-8081881122 and transfer the payments via NEFT

Can I use Credit/Debit card or Netbanking to pay on Metacrust through my mobile?

Certainly! You can use your Debit/Credit card or Netbanking to shop on our website.

How do I pay using a credit or debit card?

It’s easy & simple to pay using your Credit or Debit card!

  1. Keep your card number, expiry date, three-digit CVV number ready (found on the backside of your card)
  2. For extra security, you’ll need to use your card’s online password (Verified by Visa, MasterCard SecureCode etc.) 

Enter the details when you are prompted to & your order will be successfully placed.

Can I pay with any Credit card?

Certainly! You can use your Credit card to shop on our website.

Is it safe to use my credit or debit card on Metacrust?

Absolutely! At Metacrust, we use the highest possible security (256-bit encryption) to protect your card details. All credit card and debit card payments with us are also processed through secure and trusted payment gateways which are managed by leading banks. Also, banks now use the 3D Secure password service for online transactions and they provide an extra layer of security through identity verification.

Can I use Cash on Delivery (COD) payment option for every product I buy on Metacrust?

No, we have not come up with the COD facility yet.

What steps does Metacrust take to prevent card fraud?

Fraud detection and prevention are very important for us as we want to make sure that all transactions with us are genuine and authorized. We take many steps to keep our customers’ details completely secure.

Online payments are monitored continuously for suspicious activity and some transactions are verified manually if we feel that it’s not authorized by the owner of the card.

When we’re not able to rule fraud out in rare cases, the transaction is kept on hold and we ask the shopper to share ID proof. This is done to make sure that the transaction is genuine.

How can I order for large quantities of the product as part of a corporate order?

You can write to info@metacrust.comfor your corporate requirements.

Is there any EMI payment option for orders on Metacrust?

No, we have not come up with the EMIoption yet. But do not worry! You can always pay using your credit card and convert the payment to EMI

 

Shopping

Can I order a product that is 'Out of Stock' or ‘Temporarily Unavailable’?

Unfortunately, products listed as 'Out of Stock' or ‘Temporarily Unavailable’ are not available for sale

What does ‘Out of Stock’ mean?

It means that the stock for the product is not available with our vendors at the moment; hence, you can’t buy it now.

Is it necessary to have an account to shop on Metacrust.com?

No, it's not. You can checkout as a guest but you will have to provide us with a valid e-mail, phone number and address for us to send you the goods.

What does “Bulk Order” mean?

If you wish to place an order of quantity more than 10 units or the units specified for bulk in the particular product, you have the order under the “bulk order” section.

Does Metacrust deliver internationally?

Sorry, we don't deliver items outside India yet.

Do I have to give COD charges or Shipping Charges?

We do not offer any COD option and for the order you place shipping charges will be added depending on your delivery address.

 

Warranty

Is warranty applicable to products I buy on Metacrust.com?

All products bought on Metacrust come with manufacturer warranty. You can check the Invoice for any warranty. No warranty is mentioned for the spare parts which undergo wear and tear.

The warranty card is not sealed on the product I bought. How do I claim warranty?

In case warranty is not mentioned on the invoice received it implies the product does not come with a warranty. You can always call on our helpline number or mail us at info@metacrust.com  for any warranty related issues.

What is the warranty for the replacement I got? Will it be the same as the initial product?

Yes, the warranty for your replacement will be the same as your initial product.

 

 

 

 

 

 

 

 

Notice: Mobile / Email Verification


A Metacrust customer have to register both email and mobile number in the website to place orders.