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Platform: mOOm – Your Neighborhood Store Online, Operated by MOKAMMBIKA VENTURES PRIVATE LIMITED
Orders
Q1: How do I place an order on mOOm?
A: To place an order, log in to your account, browse our product catalog, add your desired items to the shopping cart, and proceed to checkout. You will be prompted to select your preferred payment method and confirm the order.
Q2: Can I modify my order after placement?
A: Unfortunately, once an order has been placed, modifications to product selection, shipping address, or payment method are not possible. However, you may cancel the order prior to dispatch and create a new order with the desired details.
Q3: How do I cancel an order?
A: Orders can be canceled before they are dispatched. To cancel, navigate to My Orders, select the order you wish to cancel, and click the Cancel Order button. Refunds will be processed in accordance with our Cancellation Policy.
Payments
Q4: What payment methods does mOOm accept?
A: mOOm accepts the following payment methods:
* Prepaid payments via UPI, debit cards, credit cards, net banking, and digital wallets.
* Cash on Delivery (COD) is available in select locations.
Q5: When will I receive a refund for a canceled order?
A: Refund processing times are as follows:
* Prepaid orders: Refunds will be credited to the original payment method within 5–7 business days.
* COD orders: Any prepaid amount will be refunded to a verified bank account or digital wallet.
Q6: Is online payment secure?
A: Yes, we utilize secure payment gateways employing industry-standard encryption to ensure the safety and confidentiality of your transactions.
Shipping & Delivery
Q7: What is the estimated delivery time?
A: Estimated delivery timelines are as follows:
* Urban areas: 3–5 business days
* Rural areas: 5–8 business days
* Remote areas: 7–14 business days
Q8: Can I track my order?
A: Yes, upon dispatch, a tracking number will be provided via SMS, email, or in-app notification, allowing you to monitor your order's progress in real-time.
Q9: What happens if my order is delayed?
A: Delivery timelines may be affected by force majeure events, including but not limited to natural disasters, strikes, or transportation disruptions. Customers will be promptly notified of any delays, and eligible refunds will be processed accordingly.
Refunds & Returns
Q10: How do I request a return or replacement?
A: Return or replacement requests can be initiated through the My Orders section after the order has been delivered. Please follow the instructions outlined in our Refund & Return Policy.
Q11: Are shipping charges refundable?
A: Shipping charges are refundable only if the order has not yet been dispatched.
Q12: What should I do if I receive a defective or incorrect product?
A: Please contact us immediately at support@moompl.com. We will arrange for a replacement or refund in accordance with our Return & Refund Policy.
Account & Support
Q13: How do I create an account on mOOm?
A: To create an account, click Sign Up on the app or website, enter your required details, and verify your account via One-Time Password (OTP).
Q14: What should I do if I forget my password?
A: If you have forgotten your password, click Forgot Password on the login page, follow the provided steps, and reset your password via email or SMS verification.
Q15: How can I contact customer support?
A: You can contact our customer support team via:
* Email: support@moompl.com
* Phone: \[Phone number if available]
* Live chat: Available on our website and app
Vendors & Third-Party Sellers
Q16: What happens if a vendor cancels my order?
A: In the event that a third-party seller cancels your order due to product unavailability, you will be notified, and a full refund or a replacement (subject to your approval) will be offered.
Q17: How does mOOm monitor vendor performance?
A: Vendor performance is monitored in accordance with the E-Commerce Rules, 2020, to ensure fair trade practices and timely order fulfillment.
General
Q18: Does mOOm offer international shipping?
A: Currently, mOOm primarily ships within India. International shipping may be available for select products, subject to applicable customs duties and fees.
Q19: What is the grievance redressal process?
A: For unresolved complaints or disputes, please contact our Grievance Officer at support@moompl.com. We will acknowledge your complaint within 48 working hours and aim to provide a resolution within 15 business days.
Q20: Who can I contact for legal or policy-related queries?
A: Please direct legal or policy-related inquiries to support@moompl.com. All disputes are governed by Indian law and are subject to the jurisdiction of Faizabad (Ayodhya), Uttar Pradesh.
