FAQs

What is OnDoor Store?

OnDoor Store is an online super market offering you the hassle-free shopping experience to shop the grocery products with convenience.
A faster and safer shopping experience is just a few clicks away.

What is the product range?

OnDoor Store offers a variety of products to you ranging from grocery & staple food to fruits & vegetables, dairy products to beverages
, personal care products to baby care products, household need products to pet products and much more.

What are the areas where products are delivered by OnDoor Store?

OnDoor Store delivers products all over Lahore.

The product I require is not found, what to do?

The search bar of the website allows you to search for the desired product, you may also chat online with our customer support
representatives available to facilitate you. You may also suggest us a product you want.

Are the prices on OnDoor Store negotiable?

The prices charged for the product are set to give the best value to you, so negotiation is price deems to be unnecessary.

Payments

How to pay OnDoor Store?

To pay OnDoor Store, you can avail the following modes of payment:

• Cash on Delivery

• Easy Paisa

• Credit / Debit cards

What is Cash on delivery?

Cash on delivery (COD) is a mode of payment that allows a customer you to pay directly through cash once order is delivered.

Can I review my order receipt?

Our delivery agent contains your order receipt at the time of delivery. Moreover, you can view your transaction history in
“My Orders” tab.

Do I need to pre-pay for my product when the order is placed?

Pre-payment for order placement is 100% safe and easy. However, OnDoor Store also offers you the possibility to pay through
Cash on Delivery (CoD).
With CoD, you can pay in cash to our delivery agent upon receipt of your order.

How do I pay using a Credit / Debit card?

You can pay for your order on OnDoor Store with any of Visa and MasterCard Credit / Debit cards.

Can I use any Credit card for payment?

Any of the Visa and MasterCard credit cards can be used as a mode of payment.

Can I use any Debit Card for payment?

Any of the Visa and MasterCard debit cards can be used as a mode of payment.

Is the Credit / Debit card mode of payment safe?

By adopting all the necessary security protocols, we at OnDoor Store wants your shopping experience to be safer with us and payment
through credit / debit card is safeguarded in the best manner.

Is there any amount limit for option of Cash on Delivery payment?

As you order, there is no amount limit to order through cash on delivery option.

I want to order products in large quantity as a corporate order, what to do?

You can write us at customer@OnDoor Store for corporate orders.

Refund & Returns

What should I do if an item that is delivered is defective (Broken, leaking or expired)?

Contact OnDoor Store at our helpline, through call or even chat online with our customer support representatives available
to facilitate you.

Cancellation

How can I cancel my order?

You can call us to cancel your order provided that the order in not dispatched.

What if I have any complaint regarding my order?

You can contact us through call or having a chat with our online customer support representatives.

Order placement

Do I need an account to shop with OnDoor Store?

It is not necessary to have an account to shop with OnDoor Store, yet as you shop with OnDoor Store having a registered account,
it will give you a faster, safer and convenient shopping experience.

I want to track my order, is that possible?

Yes, you can track the status of your order under My Orders section.

How quickly can I get my order?

You will be getting your order delivered on same working day.

What if I want to reschedule my order?

Yes, you can do this by clicking on the Need Help option in “My Orders” section. You can also reschedule your order as per your
convenience on the basis of slots available.

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

In case a product is unavailable after the order is placed, you will be informed via call and afterwards, you may order
an alternative product or may cancel the order (if any refund will be applicable, it will also be initiated within 24 hours).

Why am I having trouble placing products in the cart?

If you are having trouble placing products in your cart, please make sure that you have made all relevant selections.
If you still have problems, this may also mean that the item you are trying to buy is sold out. Please get in touch with our
Customer Support Team for further help in this regard.

What should I do if I don’t get the invoice for my order?

Our delivery agent will be providing you the invoice of your order, if in case you don’t get the invoice, you can check it from
the Order section of your OnDoor Store account.

My payment was processed successfully but I didn’t get any order confirmation. What should I do?

I have not received my OTP code, what to do?

• Please ensure that you have provided the correct mobile number. • Make sure that you enter only your 9 digit mobile number
without any prefix i.e., +92 or 92 or + or 03. • Check that your mobile phone is in the network coverage area.
• Poor network can result in delay of OTP getting delivered to your phone. • If you still don’t receive the OTP, please contact
your service provider. • In-case, you have an alternate phone number, you can try posting with the same.

How can I trust that the groceries that will be delivered are quality checked and fresh?

The groceries delivered are taken from the top brands having a signature of providing quality products and we at OnDoor Store also
ensures the quality and packaging of products before delivering it
so that you can get the best produced and finely packaged groceries.

Delivery

What are the days and timings for delivery?

There are 2 slots of delivery. The orders will be delivered throughout the weekend except on public holidays.

There are 2 slots for order delivery:

First slot: 7 AM – 2 PM

Second slot: 4Pm – 8PM

What are the delivery charges?

RS/50 Delivery Charges.

What about other hidden costs (sales taxes etc)?

There are no hidden costs in the prices charged.

What happens if you’re late?

We value your time and a best shopping experience with OnDoor Store, so we will be delivering orders timely.
The exemption is with the unavoidable and sudden circumstances like traffic congestion or in transit tragedies that may
abstain us to be on time, in case we will be late, you will be informed beforehand.

What happens if I’m not available when you deliver?

We will deliver the products to provided location and in case of your unavailability, it may be handed over to any associated
person within your reach to provide you your order and keeping record (name, signature, relation etc) of that person with us.
Moreover, we may also reschedule the delivery if you were unavailable at the time of your order delivery.

Can I change the delivery address of my order?

Yes, you can change the delivery address of your order.

Can I change my delivery slot?

Yes, it can be changed provided the order is not already dispatched.

Who will deliver my order?

Our delivery agent will be delivering you your order.

How will my order be delivered?

Our fleet of vans is maintained to deliver orders.

I missed my delivery. What happens now?

We will reschedule the delivery after contacting you.

Will somebody contact me before delivering the package to my location?

No, the order will be delivered to you without contacting you, yet you can track your order and its delivery.
There are 2 slots for order delivery: First slot: 7 AM – 2 PM Second slot: 4Pm – 8PM

Shopping

How are items packaged?

The orders are packed in bags and then these bags are placed in a bin before dispatching the order.

OnDoor Store Account

Can I sign up for OnDoor Store account?

Yes, you surely can sign up for OnDoor Store account.

Do I need to make an order for creating an account?

It is not necessary that you need to order while you create an account.

Are there any additional terms and conditions for registration?

There are no additional terms and conditions for registering with OnDoor Store.

Do I need to submit any private information while registering?

You can register by submitting just your contact number.

My data will be saved by OnDoor Store?

Yes, your data will be saved by OnDoor Store with utmost confidentiality to improve the shopping experience.

Why should I signup on OnDoor Store?

By signing up on OnDoor Store, you can track record of all the orders you place as well as saving yourself to provide
personal information repeatedly thus giving a faster and safer experience to shop with OnDoor Store.

Once signed up, how should I login?

You should log in through “SIGN IN” tab on the top right corner of the website.click here ( OnDoor Store.com )