Frequently Asked Questions
Order & Payment
How can I order?
You can order easily using our online platform. Our online ordering system will ask for all the important information you should submit. When you find a product you need, you can add it to cart, put in your details like Name, Address, Phone Number, Email address and go through the ordering process. After the order is ready, you will receive order summary in your email.
What should I do if the payment is not accepted?
- Please try again in a little while. If the payment is still not accepted, please verify your account balance. If everything is as it should, but you still can't make the payment, complete the ordering process with Manual checkout option selected and please contact email@example.com with the copy of your placed Order and Order Id to notify us about the problem.
We can manage the order manually. We'll send you special payment page link that contains your payable amount only and multi-mode payment options to complete the process.
Can I cancel or change my order?
- No, once an order has been placed and items have been paid for the order is final and we cannot make any amendments further. We begin processing orders as soon as they are placed, for this reason we are unable to cancel or make changes to orders.
If you need to contact us regarding an order you have just placed, immediately send email to firstname.lastname@example.org quoting your order number and we will get back to you as early as possible.
What are the payment methods available?
Currently, we accept Credit/Debit cards, Net Banking payments, UPI payments, payments from Wallets, payments from Bank accounts with Paylater and EMI facilities and offline payments.
If required, we can send you Razorpay Payment Page or Razorpay Payment Link for instant online payment. Razorpay Payment Page/Payment Link can be easy substitute for cash-on-delivery and point-of-sale payment methods of purchases. Razorpay Payment Page/Payment Link directly integrates into our business ecosystem giving you the best buying experience.
In case of manual checkout, it is recommended that you make your payment within 1 hour of checking out.
How do i make payments using Paypal?
Paypal is the easiest and most secure way to make online payments. While checking out your order, you will be redirected to the Paypal website. Be sure to fill correct details on the Paypal website for quick and hassle-free payment processing. After a successful Paypal payment, a payment advice will be automatically generated for your order.
Can I pay using Paypal without a Paypal account?
Do you have the product in stock?
All the products which are shown on our site are available. Order lead time depends on the products and quantities.
How to contact customer service?
If you have question regarding our online store (ordering, payment / delivery issues, technical questions or if you want to get offer on bulk order amounts or if you want to send bulk quantity price requests), please contact email@example.com with all the necessary details and authentic credentials.
Are my personal information safe in your website?
Our web store is secured with SSL certificate. This means the information you input is encrypted and it will not be available for third parties. Tholi web store does not and will not sell your Personal Information to third parties.
Why should I buy online?
Speeding up the process. By ordering online you will get prices faster and you will be able to go through order confirmation and payment process much faster. This could save valuable days of your time.
Shipping & Delivery
What are the delivery charges?
- Delivery charges are dependent on the shipment requirements like your location and products on your order.
A handling fee is an amount charged to a customer on top of the order subtotal and shipping fees. It covers the cost of expenses related to order fulfillment, such as storage cost, shipment cost, and packing cost. Handling fees are charged once per order but not to each individual product in an order.
Shipping chages you see at the time of placing your order at our web store already includes handling charges. Therefore, no extra fee will be added further to the shipment charges.
Can I track my order?
We know you can't wait to receive your order, which is why we will surely notify you over email when your order ships. We will send you mail informing the tracking code of the shipment when the parcel has been sent. If you've not received any tracking URL in our sent mail, notify us the issue at firstname.lastname@example.org.
What happens if I receive a faulty item?
It really matters to us that you are totally happy with your experience with us. In the unlikely event that there is any fault with the product, we are happy to refund or replace. Contact Tholi at email@example.com within 7 days of delivery with a description of the fault.
I am missing an item, what do I do?
Don't worry, it's on the way! While we do our best to ship all orders in one package, there are times your order being dispatched in separate parcels. If this is the case please check your emails, as we might have updated you via email on the status of your order. (Don’t forget to check your junk folder in case it has ended up in there!). If you did not receive multiple tracking numbers, or if you still have not received your full order please reach out to our customer service team here for assistance.
Why is my shipment delayed?
We appreciate your patience and apologize for any delay. While we are still fulfilling orders ontime, due to the impact of COVID-19 carriers have experienced some shipping delays. 90% of our deliveries ship via Speed Post - India Post's widest time - bound express delivery network and may be delayed due to restriction norms. Keep an eye on your email for delivery updates.
What do I do if my order is damaged?
We are so sorry to hear that your order arrived in less than pristine condition! Please let us make your experience right. If you think, you have received the product in a bad condition or if the packaging is tampered with or damaged before delivery, please refuse to accept the package and return the package to the delivery person. Tholi accepts returns of its products if your order arrive damaged or defective.