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Frequently Asked Questions
Tolexo Help Center
I am a BUYER I am a SELLER
Top frequently asked questions by Buyer
How do I pay for a Tolexo purchase?

Tolexo offers you multiple payment methods. Whatever be your mode of payment, you can rest assure that Tolexo's trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.

You may use Internet Banking, Cash on Delivery and Credit card to make your purchase.

Tolexo also accepts payments made using Visa, MasterCard, Maestro and American Express credit/debit cards in India.

How do I know my order is confirmed?

Once your order is confirmed and processed, you will receive a shipment notification via E-mail/SMS informing you on the estimated date of delivery. You can also check the current status of your order by logging into your account on Tolexo and going to MY ORDER section.

or

You can simply click the follow link to track your order: Link

What is the estimated delivery time?

It often takes 3 working days to get the product delivered at your door steps. Business days exclude public holidays and Sundays.

Estimated delivery time is also dependent on the following factors:

The Seller offering the product.

Product's availability with the Seller

The destination to which you want the order shipped to and geographical location of the Seller.

I need to return an item, how do I arrange for a pick-up?

Returns are easy. Contact us to initiate a return. You will receive a call explaining the process, once you have initiated a return.

Wherever possible, Logistics will facilitate the pick-up of the item. In case the pick-up is not arranged through Tolexo, you can return the item through a third-party courier service. Return fees are borne by Tolexo.

How do I cancel my order?

If you wish to cancel your order, please follow login to your account and click on cancel or request cancellation using order email.

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

Your online transaction on Tolexo is secure with the highest levels of transaction security currently available on the Internet. Tolexo uses 256-bit encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing.

All credit card and debit card payments on Tolexo are processed through secure and trusted payment gateways managed by leading banks. Banks now use the 3D Secure password service for online transactions, providing an additional layer of security through identity verification.

Frequently asked questions - Order Placement
How do I pay for a Tolexo purchase?

Tolexo offers you multiple payment methods. Whatever be your mode of payment, you can rest assure that Tolexo's trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.

You may use Internet Banking, Cash on Delivery and Credit card to make your purchase.

Tolexo also accepts payments made using Visa, MasterCard, Maestro and American Express credit/debit cards in India.

Why do I see different prices for the same product?

A product could be listed under different prices. There could be sellers offering you the same product but at a different price. That is the nature of the Tolexo marketplace, where different sellers compete for your order.

Is it necessary to have an account to shop on Tolexo?

You can shop on Tolexo by providing just your email ID. While it is not necessary to have an account to purchase items, however it is recommended that you create one. By creating your own Tolexo account, you can enjoy a personalized shopping experience, including recommendations, quick checkout and a public wish list. You will also be able to rate/review products and sellers.

Frequently asked questions - Order Confirmation
How do I know my order is confirmed?

Once your order is confirmed and processed, you will receive a shipment notification via E-mail/SMS informing you on the estimated date of delivery. You can also check the current status of your order by logging into your account on Tolexo and going to MY ORDER section.

or

You can simply click the follow link to track your order: Link

How do I check the status of my order?

Visit MY Orders page in My Account and click on TRACK ORDER to get real time status of your order.

Or

You can simply click the follow link to track your order: Link

What does the different order status mean?

Confirmed: Your order has been successfully placed with seller

Verified: Your payment mode and delivery details have been verified.

Processing: We have received your order and it has been forwarded to the seller for confirmation.

Dispatch: Order has been packed by the seller and ready to be picked up by the courier partner.

Shipped: Your order has been dispatched for delivery.

Delivered: Your order has been delivered to your address successfully.

Frequently asked questions - Delivery
What if there is a delay in shipment?

Due to unforeseen circumstances, it is possible that your order might be delayed. We will send you an E-mail/SMS informing you about the delay along with the revised expected delivery date. Visit MY Orders page in My Account and click on TRACK ORDER to get real time status of your order.

Or

You can simply click the follow link to track your order: Link

What is the estimated delivery time?

It often takes 3 working days to get the product delivered at your door steps. Business days exclude public holidays and Sundays.

Estimated delivery time is also dependent on the following factors:

The Seller offering the product.

Product's availability with the Seller

The destination to which you want the order shipped to and geographical location of the Seller.

Why does the delivery date not correspond to the delivery timeline mentioned?

It is possible that the Seller or our courier partners are on vacation between your order date and the estimated delivery date based on the timelines shown on the product page. In that case, we add a day to the estimated date. Some courier partners and Sellers do not work on Sundays and this is factored in to the delivery dates.

How does the delivery process work?

All deliveries are scheduled through reputed couriers. You will be informed when the seller ships your consignment and will also be provided a tracking number.

During checkout you will be prompted to provide your location's pin code in order to preempt any hassles during shipping.

Seller does not/cannot ship to my area. Why?

If your order is fulfilled under Tolexo fulfillment centre, then your order will be dispatched within 1 business day from our warehouse and will be delivered by our trusted courier partner.

If your order is fulfilled by the seller directly, then it will be dispatched by the seller between 1-3 business days and will be delivered by our trusted courier partner.

Once the order is dispatched you will get a sms/email with the order tracking & courier details.

To know the current status of your order please log into your account on Tolexo and go to MY ORDER section. Click on View Tracking History against the order that you wish to track.

Why does the dispatch time vary from seller to seller?

Dispatch time varies depending upon the location of the vendor & serviceability of courier partner in that area. Your order will be dispatched within 1-2 business days if it is fulfilled by Tolexo warehouse. It can take more than 1 day for dispatch incase the order is fulfilled by vendor directly.

Frequently asked questions - Request for Return
I need to return an item, how do I arrange for a pick-up?

Returns are easy. Contact us to initiate a return. You will receive a call explaining the process, once you have initiated a return.

Wherever possible, Logistics will facilitate the pick-up of the item. In case the pick-up is not arranged through Tolexo, you can return the item through a third-party courier service. Return fees are borne by Tolexo.

What is the pickup process? Why have I been asked to ship the item?

Once you have requested for a replacement, we will schedule the pickup of the originally delivered product. Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.

We arrange pickup from most of our customer locations. However in worst case, if we are unable to pick up the package, we request you to return it t the seller through third part courier service and retain the receipt for reimbursement.

Please follow the instructions for seamless reimbursement process:

  • Include all price tags, labels, original packing and invoice along with the product.
  • Pack the item safely to ensure there is no damage in transit
  • Mention the Return ID on the package so that we can acknowledge your return
  • Write down Seller's address as specified in the email notification sent to you.
  • Do retain the original receipt for the courier charges you have paid, it will be required to reimburse the shipping charges.
  • Also note down the courier tracking id for any future reference.

Refund/replacement will be initiated as soon as Seller receives the product from you.

If I receive a wrong product, Defective product, Damaged product can I get it replaced?

We take utmost care to ensure customer satisfaction. Unfortunately, if you receive a wrong product, defective or damaged product, please raise a replacement request or get in touch with us. You will also have the option to choose refund for the product.

Frequently asked questions - Cancellation and Refunds
I have requested a replacement, when will I get it?

Once a replacement request is created, we send you an email detailing the pickup process as well as provide details about the replacement.

The replacement is initiated after the originally delivered item is picked up/received. If you don't get the return within the promised date, contact us immediately.

How do I cancel my order?

If you wish to cancel your order, please follow login to your account and click on cancel or request cancellation using order email.

How long will it take me to receive the refund for my return?

We take anywhere between 3-4 days to complete your refund request. For all pre-paid orders, the refund amount will be credited to the same account from where payment was made. For all Cash on Delivery orders, refunds can be in the form of an NEFT transfer to your bank account.

Why was my order cancelled by Tolexo?

Your order may have been cancelled due to any of the following reasons:

  • If product is out of stock or is discontinued.
  • Inaccuracies or errors in pricing information.

We will inform you about the cancellation of your order and share details if partial order or the order as a whole is cancelled.

We shall contact you if any additional information is required to accept your order.

Frequently asked questions - Data Security
What is a 3D Secure password?

The 3D Secure password is implemented by VISA and MasterCard in partnership with card issuing banks under the "Verified by VISA" and "MasterCard Secure Code" services, respectively.The 3D Secure password adds an additional layer of security through identity verification for your online credit/debit card transactions. This password, which is created by you, is only known to you. This ensures that only you can use your card for online purchases.

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

Your online transaction on Tolexo is secure with the highest levels of transaction security currently available on the Internet. Tolexo uses 256-bit encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing.

All credit card and debit card payments on Tolexo are processed through secure and trusted payment gateways managed by leading banks. Banks now use the 3D Secure password service for online transactions, providing an additional layer of security through identity verification.

Frequently asked questions - Miscellaneous
How do I get in touch with Tolexo Customer Care Support?

For any assistance or help, please get in touch with our Customer Care Support by emailing at support@tolexo.com.

What is a promo code?

Promo or Promotion code is a discount coupon code feature of Tolexo using which you can avail discounts on your purchase. Promo code can be applied while processing payment. Promo codes are generally time bound. Please check the validity of promo codes before applying them.

Top frequently asked questions by Seller
What are the pre-requisite (if any) for selling products on Tolexo?

You as a seller only need to fill up our Seller Registration form after you register yourself with us. Once you fill up the form, you will become a verified seller on Tolexo.

You can get in touch with our representatives for further help on the procedure to be followed.

How do I list my products?

You would be given access to the Merchant Dashboard to update the inventory and track orders subsequent to your registration and being verified as a seller.

You can also get in touch with our business development representatives who will support you in product listing. Please speak with our representatives at our help line number.

How do I get the order details?

We have a user-friendly Merchant dashboard available. Here you can manage your orders, products & inventory once you are a registered verified seller on Tolexo.

What is the procedure relating to the order processing and confirmation?

Order processing and confirmation will be managed between sellers and Tolexo by our business development representatives through the dashboard.

Pricing criteria for selling products on Tolexo?

Registration and listing of your products on Tolexo is absolutely free. We charge you when you get an order and the payment is received from the customer. Please see the Pricing section for more details on this. Further, please speak with our representative at our help line number.

How and when are the payments made by Tolexo to its sellers?

Payment for all delivered orders would be transferred to your bank account as per the payment cycle:

Delivery Date 03 - 10th Day 11th - 18th day 19th - 26th day 27th - 02nd Day
Payment Date 17th of same month 25th of same month 3rd of Next Month 11th of Next Month
What is the criteria followed in case of return?

Tolexo is responsible for handling returns from the customer. Please refer to the Cancellation & Returns Policy section for more information.