Shopping and Delivery - Help and FAQs
Is my card information safe?
Yes. NepaliGrocery.ca uses secure, encrypted payment gateways and follows Canadian privacy laws (PIPEDA) to protect your card and personal information. We do not store your card details. Once you make the payment, all your card information vanished right away. Also, our website is only live in Canada, giving it more security.
Are my product Insured?
Yes.
Is Nepali Grocery responsible for delivery?
33% Nepali Grocery, 33% Customers and 34% courier companies.
- Nepali Grocery: We are 33% responsible because we must pack the orders and we always use triple verification process before packaging order to eliminate human error.
- Customers: Customers are required to verify their address before they place the order. Similarly, once the order is processed, customers are provided with the tracking information within one business day. Customers are responsible for tracking their packages and know any updates available. In any difficult situation, Nepali grocery team will be available for help.
- Couriers Company: Courier companies are the most responsible for our delivery. We use top delivery partners: UPS, Canada Post, and Purolator as per address and availability. However, we have no control over their service. We are just the user of their service.
Rest assured, orders are Insured.
Do you offer refunds to the original payment method?
No. NepaliGrocery.ca does not issue refunds to the original payment method. Approved cases are resolved through coupon codes only.
How will I receive compensation if there is an issue with my order?
If approved, a coupon code will be emailed to you and can be used on a future purchase at NepaliGrocery.ca
What is the time limit to report missing, incorrect, or damaged items?
All issues must be reported within 24 hours of delivery. Requests submitted after 24 hours cannot be accepted.
What proof is required when reporting an issue?
Clear photos or videos of the damaged, missing, or incorrect items may be required for verification.
What if my order shows “Delivered” but I didn’t receive it?
If courier tracking shows the order as Delivered, NepaliGrocery.ca is not responsible for loss, theft, or misplacement after delivery however you might be eligible for insurance.
Can I return or exchange grocery items?
No. For food safety and hygiene reasons, all grocery items are non-returnable and non-exchangeable.
Do coupon codes expire or have conditions?
Yes. Coupon codes may have expiry dates, usage limits, or specific conditions, which will be shared when issued.
Can I combine multiple coupon codes in one order?
No. Only one coupon code per order is allowed unless stated otherwise.
What if a product becomes out of stock after I place my order?
It's very rare because our inventory system manages the stocking, however, if an item becomes unavailable, we may issue a coupon code for the item value or replace it with a similar item of equal or higher value.
Are product images exactly the same as what I will receive?
Product images are for reference only. Packaging, size, or branding may vary depending on supplier availability.
Do delivery delays qualify for refunds or compensation?
No. Delivery timelines are estimates only. Delays caused by courier services do not qualify for refunds or compensation.
How can I track my order?
Once your order is placed, tracking details will be sent to you by email.
When can I expect my tracking details?
Tracking details are usually sent within 1 business day after your order is placed.
What are business days for order processing and shipping?
Orders are processed and shipped Monday to Friday only, excluding weekends and public holidays.
