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FAQ's

Kindly check the FAQ below if you are not very familiar with the functioning of this website. If your query is of urgent nature and is different from the set of questions, then do write to us at support@cartsonwheels.com or call us on +1281-912-9580 between 9:00 am & 9:00 pm on seven days a week to get our immediate help

What is Carts on WheelsTM

Carts on Wheels TM is an online grocery superstore that allows you to shop for fresh fruits and vegetables,top quality pulses and food grains, dairy products, meat& Seafoods, hundreds of branded food items,beverages,wide range of International gourmet products, household &cleaning products, beauty and makeup, pet supplies.Carts on WheelsTM has everything you need for your daily needs.

What are the charges for the service?

Home delivery is absolutely free for the members residing in Houston.

Is there a Minimum Order Value?

No, there is no minimum order value.

How Carts on WheelsTM  works?

  Where do the products come from?

  All orders are processed from your local trusted neighborhood store and delivered to you by the   Carts on Wheel’s team. If you are not happy with any product, we have a No-Questions-Asked   Return Policy and you can return them to our executive.

  How is my order processed?

  As soon as you place an order, the following actions take place:

  1.You will get a notification through email confirming your order along with the date and   expected delivery time.

  2.Our fulfillment team is notified of the order and the delivery slot and they prepare your order and deliver at your Door Step .

  3.Once the order is ready for pickup, Carts on Wheels executive is deployed to pick up the order   and deliver the same to you.

  Throughout the above stages, our customer support team continuously monitors the process to make sure you get your product on time. In case the order cannot be processed for any reason whatsoever, the same will be informed to you at the earliest.

  How will I know if any item in my order is unavailable?

  We try to make sure the inventory at the store is always updated so that your order can be fulfilled at all times. However, an item you ordered is unavailable at the vendor store; our order fulfilment team will notify you of the same in quick time. whether or not your order has been confirmed and your bank or credit card charged. If your bank or credit card has already been charged for the purchase and your order is cancelled, we will issue a credit to your bank or credit card account in the amount of the cancelled charge.

  What are the operational hours for the store?

  The operational hours of Carts on WheelsTM store is from 9 AM to 9 PM(GMT-5). After the   operational time, orders are scheduled for delivery in the first slot available during the next   operational day. Please note that the store operating times shown are also adjusted for product   availability and delivery times. You can also place an order in advance in a slot convenient to you.   The option will be available to you on the checkout page.

Account Related

  How do I register?

  You can register by clicking on the "Sign Up" link at the top right corner of the homepage. Please   provide the information in the form that appears. Alternatively, you can login with Google or   Facebook account.

  Are there any charges for registration?
  No. Registration on cartsonwheels.com is absolutely free.

  Do I have to necessarily register to shop on Carts on WheelsTM?
  You can surf and add products to the cart without registration. But only registered shoppers will be   able to checkout and place orders. Registered members have to be logged in at the time of   checking out the cart, they will be prompted to do so if they are not logged in.

  Can I have multiple registrations?
  Each email address and contact phone number can only be associated with one cartsonwheels  account.

  Can I add more than one delivery address in an account?
  Yes, you can add multiple delivery addresses in your cartsonwheels account. However, remember   that all items placed in a single order can only be delivered to one address. If you want different   products delivered to different address you need to place them as separate orders.

  Can I have multiple accounts for members in my family with different mobile number and email   address but same or common delivery address?
  Yes, we do understand the importance of time and the toil involved in shopping groceries. Up to   three members in a family can have the same address provided the email address and phone   numbers associated with the accounts are unique.

  What is My Account?
  My Account is the section you reach after you log in at cartsonwheels.com. My Account allows you   to track your active orders, refunds details as well as see your order history and update your   contact details.

  How do I reset my password?
  You need to enter your email address on the Login page and click on forgot password. An email with a reset password will be sent to your email address. With this, you can change your password.   In case of any further issues please contact our customer support team
  What is My Shopping List?
  My Shopping List is a comprehensive list of all the items previously ordered by you on   cartsonwheels.com. This enables you to shop quickly and easily in future.

Billing and Payments

  What are the modes of payment?

  You can pay for your order on cartsonwheels.com using Visa, MasterCard, American Expressand   Discover.In using our services, you may be charged local sales tax.

 
  Is it safe to use my credit/ debit card on cartsonwheels?

  Yes, it isabsolutely safe to use your card oncartsonwheelsan additional authentication pass code verified   by VISA (VBV) or MSC (Master Secure Code) which has to be entered by online shoppers while paying online using visa or master credit card. It means extra security for customers, thus making online shopping safer

 

  If I pay by credit card how do I get the amount back for items not delivered?

  If we are not able to delivery all the products in your order and you have already paid for them   online, the balance amount will be refunded and credited back to yourbank account. We will initiate the refund process immediately from our side, the bank may take 3-5 business days.   Incase you face any difficulty, please contact our customer support team.

  Where do I enter the coupon code?

  Once you are done selecting your products and click on checkout you will be prompted to select   delivery slot and payment method. On the payment method page there is a box where you can   enter any evoucher/ coupon code that you have. The amount will automatically be deducted from   your invoice value.

Disclamier:By registering to become a member and providing your payment information, you agree that we may save your payment information for your convenience.

We are not responsible for any fees or charges that your bank or credit card issuer may apply. If your bank or credit card issuer reverses a charge to your credit card, we may bill your account   directly and seek payment through another method, including a mailed statement.

Delivery Related

  Do you do same day delivery?

  We do same day delivery provided you place your order before 9 AM on the day you want   delivery. Please note, currently we do same day delivery in Houston city only.

  When will I receive my order?

  Once you are done selecting your products and click on checkout you will be prompted to select   delivery slot. Your order will be delivered to you on the day and slot selected by you. If we are   unable to deliver the order during the specified time duration (this sometimes happens due to   unforeseen situations) our delivery team will notify you immediately

  How is the delivery be done?

  We have a dedicated team of delivery personnel operating across the city and they ensure timely   and accurate delivery to our customers.

  Do you deliver in my area?

  Currently our direct delivery service is available only in Houston

  Will someone inform me if my order delivery gets delayed?

  In case of a delay, our customer support team will keep you updated about your delivery.

  What is the minimum order for delivery?

  There is no minimum order for delivery

  What are delivery slots?

  Delivery slots are time slots during which you will receive your order. Carts on Wheels currently   offers? delivery slots each day. They are:

10:00 AM to 02:00PM
02:00 PM to 06:00 PM
06:00 PM to 08:00 PM
08:00 PM to 10:00 PM

 

Placing an Order

 Can I change my order delivery slot after placing the order?

  Delivery slot cannot be changed once the order is placed. In case of an urgent requirement of     change of slot please contact our customer support team and we will try our best to accommodate your request.

  How do I add or remove products after placing my order?

  Once you have placed your order you will not be able to make modifications on the website.

 

Is it possible to order an item which is out of stock?

  No, you can only order products which are in stock. We try to ensure availability of all products on our website however due to supply chain issues sometimes this is not possible. If you want us to   notify you when the product is available, please write to support@cartsonwheels.com or call us on +1281-912-9580

  How do I check the current status of my order?

  You can check the status of your order is by contacting our customer support team.

  How do I check which items were not available from my order? Will someone inform me about the   items unavailable in my order before delivery?

  Yes, our procurement team will reach you over phone or email to inform the unavailable items before the  delivery of your order.

  Is there an order cancellation fee?

  There is no additional cancellation fee on cancelling the order before 4 hours of delivery, if the order is already shipped out means, it may include small cancellation fee of $ 5.00

Customer Service Related

  How do I contact customer service?

  Our customer service team is available throughout the week, all seven days from 9 am to 9 pm. They can be reached at +1281-912-9580 or write to support@cartsonwheels.com

  How can I give feedback on the quality of the service?

  Our team at Carts on Wheels constantly strives to ensure the best shopping experience for all our customers. We would love to hear about your experience. Do write to us support@cartsonwheels.com in case of positive or negative feedback.

  How do I raise a claim with customer service for any of the product or service-related issues?

  If you face any issues with price, quality or delivery of products we will take every measure to address the issue and make it up to you. Please contact our customer support team with details.

Return & Refund

  We have a "no questions asked return and refund policy" which entitles all our members to return   the product at the time of delivery if due to some reason they are not satisfied with the quality or   freshness of the product. We will take the returned product back with us and issue a refund for the   value of the return products which will be credited to your account in 3 business days.

Miscellaneous

  Do you have offline stores?

  No, we are a purely internet-based company and do not have any brick and mortar stores.

  Where can I find currently running offers/ promotions?

  There is a link called "Offers" on the top side of our website. All products with any   discount or   promotions are listed under this section.

  How will I get my money back in case of a cancellation or return?What are the modes of refund?

  The amount will be refunded to your bank account/credit card. The money will be credited back to   your account in 3-7 working days.  Please contact customer support for any further assistance   regarding this issue.

  Can I place bulk orders with cartsonwheels?

  Yes, we do bulk supply of products at special prices to institutions such as schools, restaurants and   corporates. Please contact as at support@cartsonwheels.com or call us on +1281-912-9580 to   know more.

  I'd like to suggest some products. Who do I contact?

  If you are unable to find a product or brand that you would like to shop for, please write to us at   support@cartsonwheels.com or call us on +1281-912-9580 and we will try our best to make the product available to you.

  How & where I can give my feedback?

  We always welcome feedback, both positive and negative from all our customers. Please feel free     write to support@cartsonwheels.com or call us on +1281-912-9580 1000 and we will do our   best to incorporate your suggestions into our system.

Typographical Errors

In the event a product is listed on our Site at an incorrect price or with incorrect information due to typographical error or error in pricing or product information provided by our retailers, we have the right to refuse or cancel any orders placed for such products in our sole discretion, whether or not your order has been confirmed and your bank or credit card charged. If your bank or credit card has already been charged for the purchase and your order is cancelled, we will issue a credit to your bank or credit card account in the amount of the cancelled charge.

We reserve the right, in our sole discretion, to refuse to offer the delivery of certain items. In the event we choose to refuse to offer certain products after you have placed your order but before the product is delivered to you, we may cancel the portion of your order related to that product and issue a credit to your bank or credit card account in the amount of your cancelled charge