FAQ


FAQ’S

Shipping & Handling

Q: What do you charge for shipping and handling?

Standard shipping and handling is FREE anywhere in the India. However if you want expedited shipping you will have to pay extra for it. Please note that the Free Shipping offer doesn’t apply to any products purchased under the Discount shipping charges will apply. 

Note – Please note that while we offer Free Standard Shipping all over the India, there are few exceptions wherein we will be unable to provide you free shipping if your shipping address falls under “Remote interior Area”. You can check this by entering your “Country” and “Postal Code” in the link provided below. If the search result highlights your area we will send you the “Extra Payment Link for Shipping” based on the number of products you have selected for your order.  

Q: How long does it take for the order to be delivered after I place my order?

While most orders are processed and dispatched within 10 days of receipt of payment, please provide up to 2-4 weeks for processing your order. Because most items are handcrafted with extreme care using traditional techniques, they may occasionally be in short supply. We will inform you immediately just in case we require more time for a particular item.

The total delivery time will depend on the following –

  1.      Processing time– The time we take to process an order will vary depending on your Design & Quantity  On an average the processing time for small quantity is 7-10 days.  We will notify you via email about the approximate processing time.
  2.      Shipping time – The shipping time will depend on the shipping option that you choose. Standard free shipping – The standard shipping time is around 8-10 business days. Express shipping – Express shipping time is around 4-5 business days.

Note: Please note that the express shipping option only expedites the shipping time. Also sometimes a product might be out of stock and will need some time to recreate. If you have any urgent requirement regarding getting a product before a certain date, then please either contact us before placing the order or notify us immediately after placing the order and let us know the date by which you must have the product and we’ll let you know if the products can be delivered by that date.

Note – No deliveries will be made on weekends. We will make sure to get your product to you as soon as possible but in certain unavoidable circumstances, there might be unexpected delays in shipping your product (weather related or customs related issues). In such a case we will keep you informed regarding the status of your order via email. 

Q: How do I know that my order has been dispatched?

We will send an instant e-mail with the information for the shipment of your order as soon as the order is handed over to the shipping company. We will also send the tracking number for the shipment so that customers can track their shipment on their own. 

Q: How do I check the status of my order?

You can check the status of your order by logging into your account on www.Pioneerindustry.in Click on the ‘My Account’ tab and then click on ‘My Orders’. You will be able to see the status of your order there. Further we will also send you emails as your order status changes.

Q: Do you deliver worldwide?

Yes we deliver worldwide to most countries. 

Q: Can I ship my order to multiple addresses?

We will ship all items of an order to the same address. If you wish to send items to different addresses then we request you to place them in different orders. You can store as many addresses as you want under shipping addresses in your My Account section.

Q: Do I have to pay customs duty at my end?

The GST, Custom duty, any other taxes, etc. are not included in our ordering process but may be charged to you by your government. Many countries charge custom duty on chair’s. Other countries charge a very nominal duty. The international customers are responsible for any customs or duty fees levied by their country.  

Exchange and Returns

Q: What is your exchange and return policy?

  1.      We will exchange a product only if we have sent you a completely different product from the one that you ordered. We will pay for the shipping charges in this case. (Shipping charges will be reimbursed in the form of store credit.)
  2.      Used products will not be exchanged at all.
  3.      There will be no refunds provided in any case, only exchanges.
  4.      Please note that the shipping charges can be reimbursed to you in the form of discount and/or Online store credit which you can utilize in your future online orders with us. We cannot refund the return shipping charges.
  5.      Please email us within 24 hours of delivery if you want to apply for an exchange stating the reason for exchange. We will have someone contact you ASAP.
  6.      Do not ship any product back to us without getting a confirmation for exchange from us.
  7.   We will email you detailed instructions on how to exchange your product once you receive our exchange confirmation.

Q: What is eligible for return / exchange?

The following products are eligible for exchange

  1.      Completely different product is shipped from Pioneerindustry than the one that is ordered.
  2.      Products must be unused.

Q: What if I used a promotion code to make my purchase?

Most promotion codes can only be applied once. So you will not be able to apply the same promotion code if you are exchanging the product.

Q: Can I cancel my order at any time?

Please note that the orders once placed can’t be cancelled. However under some unusual circumstances, we might allow you to cancel your order. Please send us an e-mail with your order number and the reason for the cancellation and we’ll get back to you. There will be some cancellation charges (processing fees charged by credit card Company, etc.) that will apply. Also note that if the order has already been shipped or manufactured then we won’t be able to cancel the order. 

Q : Are there any other hidden charges that I should be aware of?
There are no hidden charges. Any extra charges that we charge for example for expedited shipping will be clearly mentioned before any payments are made.

Q : Is my credit card information secure?

Pioneerindustry firmly ensures that our customers are provided with a secure and convenient payment system. To counter identity and other online thefts our payment systems support the use of Secure Socket Layers (SSL) protocol and 128-bit encryption technology. Further we do not share your personal and credit card information with any third party.

Q: How do I use my promotion /coupon code?

Add the product that you like to the shopping cart. On the shopping cart page you will get the option to add the coupon code. Please note that if the coupon code is expired it will not work.

Q: How do I know my payment went through?

A confirmation email will be sent to you as soon as your payment goes through.

Q: If I have someone in India can he/she make the payment in India on my behalf and can you deliver it to me directly?

Yes we do have the option of your friend or relative in India making a payment to us for the order that you have placed online. Please choose the option “Pay-in-store” while checking out. Please note that we’ll start processing your order only after we receive the full payment. We will ship the product to you once the payment has been received by us. 

Product related

Q : Can I select a product that I like now and purchase it later?

Yes. You will need to register first on our website and log into your account to be able to add and edit products to your Wish list. You can add the product to your Wish list by clicking on the ‘Add to Wish list’ button on the product page. You can click on your Wish list and add the Item to the Shopping Cart once you are ready to purchase the item. You can also share the items from your Wish list with your friends with the link provided on the Wish list page. 

Q: Is the colour and fabric exactly the same as shown in the images?

We firmly believe that all the customers who order online are aware that colours seen on a monitor will be slightly different as compared to the actual. All colour options offered on the net is an exercise to provide our customers with the maximum available choice of. It is practically impossible for us to replicate the same colours as seen on your monitor. A slight variation in the shade selected by you is considered as a normal practice as these garments have a tendency to reflect different shades of colour under different light and medium. 

Q : Are all the products shown on the web-site available at your physical store locations?

It depends on the product. While we do have most of the items shown on the web-site available at all of our stores; there are certain items which are available only on our web-site and not available in the stores. You can find many other similar items in the stores though. 

Gift cards

Q: What is a gift card?

If you want to get a gift for someone but don’t quite know what to choose, you might consider a gift card. It is also called gift certificate or gift voucher. A gift card allows the recipient to do his or her own shopping, getting themselves exactly what they need or want most.

Gift Cards purchased online can only be used on our website and cannot be used at our store. 

  1. How do I redeem my gift card?

Add the product that you like to your Shopping Cart. There is an option to add the Gift Card code on the Shopping Cart page. Enter the Gift Cart code from your Gift Card and then click on ‘Add Gift Card’ button. If the Gift Card has sufficient funds then you can purchase the product.


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