FAQ
SHOPPING INFORMATION
Delivery charges for orders from the Online Shop?
- Delivery charges are calculated based on the shipping destination and distance from our fulfillment center.
- Standard delivery charges typically range between ₹99 and ₹150 per order.
- The exact shipping fee will be displayed during checkout before payment is completed.
- From time to time, OnTop may offer free shipping promotions on selected products or order values.
- Shipping charges are non-refundable once an order has been dispatched, except in cases where the return is due to an error on our part.
How long will delivery take?
At ONTOP, we strive to deliver your order as quickly as possible.
Estimated Delivery Time
- Punjab and nearby states: 3–5 business days
- Major cities across India: 4–7 business days
- Remote or rural locations: 5–10 business days
Please note that delivery times are estimates and may vary due to factors such as courier operations, weather conditions, public holidays, or other unforeseen circumstances.
Once your order is shipped, you will receive a tracking number via email or SMS to monitor the delivery status of your package.
What exactly happens after ordering?
- Order Confirmation – Once your order is successfully placed, you will receive an order confirmation via email or SMS.
- Order Processing – Our team verifies the order and prepares the products for dispatch. This process usually takes 1–3 business days.
- Packaging & Dispatch – Your items are carefully packed and handed over to our delivery partner.
- Tracking Information – After dispatch, you will receive a tracking number and tracking link via email or SMS, allowing you to monitor your shipment’s progress.
- Delivery – Your order will be delivered to the shipping address provided during checkout. Delivery timelines may vary depending on your location and courier service availability.
- Order Completion – Once the package is delivered, the order is marked as completed. If you experience any issues with your order, please contact our customer support team within 7 days of delivery.
PAYMENT INFORMATION
When the order payment is taken of my bank account?
For prepaid orders, payment is charged immediately when your order is successfully placed and the transaction is authorized by your bank or payment provider.
Once payment is confirmed, you will receive an order confirmation email or SMS, and your order will move to the processing stage.
For Cash on Delivery (COD) orders, payment is collected by the delivery partner at the time of delivery.
If an order is cancelled before shipment or cannot be fulfilled by OnTop, any eligible refund will be processed to the original payment method in accordance with our Refund Policy.
What is wishlist?
A Wishlist is a feature that allows customers to save products they like for future purchase without adding them to the shopping cart.
Benefits of a Wishlist
- Save favorite products in one place.
- Easily find products later without searching again.
- Keep track of items you plan to buy in the future.
- Move products from the Wishlist to the cart whenever you’re ready to place an order.
Please note that adding an item to your Wishlist does not reserve the product or guarantee its availability. Products may go out of stock or change in price before purchase.
What should I do if I receive a damaged or wrong product?
If you receive a damaged, defective, or incorrect product, please contact our customer support team within 24 hours of delivery. We recommend taking clear photos or a short unboxing video showing the issue and sharing them along with your order number.
Once our team verifies the issue, we will arrange a replacement or refund at no additional cost. The product should be unused, unwashed, and returned with its original tags and packaging. Most e-commerce return policies require prompt reporting and proof of the issue for damaged or wrong items.
Can I change or cancel my order?
Yes, you can request changes or cancellation before your order has been shipped. Once an order has been packed, dispatched, or handed over to the courier partner, it may no longer be possible to modify or cancel it. Most e-commerce stores follow a similar policy, allowing cancellations only before shipment.
To request a change or cancellation:
- Contact our customer support team as soon as possible.
- Share your Order Number and the details you want to change.
- We will confirm whether the order is still eligible for modification or cancellation.
Refunds for cancelled orders:
- For prepaid orders, approved cancellations will be refunded to the original payment method.
- Refund processing may take a few business days depending on your bank or payment provider.
Important: Orders that have already been shipped cannot usually be cancelled. In such cases, you may be able to request a return or exchange after delivery, subject to our Return & Refund Policy.