1.What is the minimum order value required to place an order?
a. There is no minimum order value.
2. What if an item is out of stock?
a. You can click on the “notify when available” button on the product page. The concerned person will be notified over email as soon as the product is back in stock.
3. Is it mandatory to register before placing an order?
a. No, it is not mandatory to register before placing an order.
4. How Do I Redeem My Store Credit/ Gift Voucher?
a. You can use the gift voucher or gift coupon code in the discount code field in the payment page right before moving to the PayuMoney payment gateway page.
5. How do I know my order has been confirmed?
a. If you have entered an email ID while placing order, you will receive an email order confirmation from firstname.lastname@example.org . We suggest you check your inbox as well as your SPAM folders. The order confirmation will consist of an order ID starting with JG.
Please Note: Order confirmation is different from payment success notification sent by Payumoney (Payment Gateway).
6. How do I check my order status?
a. If you have a registered JoGenii account, then you can log into JoGenii using login credentials to check your order status. Else, your can email us at email@example.com comprising order ID which starts with JG and the name of the customer given while ordering the product.
7. When will I receive tracking information?
a. You will be automatically notified over email (if an email ID is entered in the order) from firstname.lastname@example.org and via an SMS regarding your tracking information as soon as shipping is generated. We request you to check your SPAM folder if you cannot find the mail in the inbox. Please note you will receive an SMS from Shivyaan Learning Solutions (parent company) and/or ShipRocket (logistics aggregator).
8. How long will it take to receive an order?
a. Most products are shipped in 2-3 working days, but some products need more time than usual to ship, which is generally mentioned in product details.
Made-to-order or pre-ordered items might take longer. Deliveries are done by third-party carriers like FedEx, Delhivery, Blue Dart, etc so delivery timelines will depend as per pickup and destination locations. You will receive tracking details in your registered mail and via SMS in the recorded contact number as soon as the product is shipped.
For bulk orders, mail email@example.com for specific guidance.
9. How can I get my order delivered faster?
a. You can write to us at firstname.lastname@example.org within 4 hours of placing an order for express shipment. We will evaluate and let you know if the option is available along with express shipment charges, with extra charges being borne by the customers.
10. What happens if I am not available at the time of delivery?
a. Maximum of 3 attempts are made by courier delivery agents. You will also receive a phone call from the delivery person in most cases and you can provide delivery instructions accordingly. Else customers can reach out to us at email@example.com to provide information regarding availability.
11. What if my order arrives late?
a. As JoGenii works with vendors and couriers, the estimated date of delivery is available on courier tracking websites once the product is shipped. Shipping details are sent via SMS or email. Hence, JoGenii does not provide an estimated date of delivery.
12. How quickly will my order leave your warehouse?
a. As we deal with over 80+ manufacturers and vendors and each of them has a different cycle of manufacturing, we cannot provide an accurate date or time of departure of products from the warehouse. Generally, product pages will generally indicate “Ships in” how many days.
13. Can I change the delivery address after placing the order?
a. You can change the delivery address within 4 hours of placing an order. Once the order is confirmed for shipping, we will not be able to change the delivery address.
14. I have received a damaged item?
a. We offer refunds/exchanges for damaged product(s). Please write to firstname.lastname@example.org along with unboxing video and images of the damaged product(s) or wrong item(s) delivered for the team to evaluate, along with order ID starting with JG and full customer name as provided in the order, and your preference for refund/exchange.
15. Can I change/cancel my order?
a. Please email us at email@example.com mentioning your order ID starting with JG, the name of the customer given while ordering the product, order update details (products to be canceled or removed from order) along with the reason of cancellation or removal.
16. What do I do if an item is different from what I ordered?
a. You are required to report any discrepancy in your order by emailing us at firstname.lastname@example.org within 24 hours of receiving the order along with unboxing video and images of the products received, for us to evaluate the issue.
17. How do I report a missing item from my order?
a. You are required to report any missing item on email@example.com within 24 hours of receiving the order.
18. I have received a partial order?
a. Our products are directly shipped from manufacturers from across India. For example, if you have ordered 4 items from different vendors, you will receive a separate notification from them. What might seem like a partial order fulfillment might just be that the next package with the rest of the items being on its way. In case of doubts, write to us at firstname.lastname@example.org with an order ID starting with JG or full customer name, indicating which products are not received yet.
19. How can I share personalization details for personalized products?
a. Once order is placed, please share necessary details over email at email@example.com.
20. Can I change the details I have used to personalize a product after placing the order?
a. Once personalization details have been confirmed, it will not be possible for us to make any edits to the same.
21. How can I place bulk orders?
a. For bulk orders and discounts on bulk orders, kindly reach out to us at firstname.lastname@example.org.
II. SHIPPING AND PAYMENTS
1.Do you ship internationally?
a. No, as of now, we don’t ship internationally.
2. Can I ship different items in my order to different shipping addresses?
a. No, we do not ship different items in a single order to different shipping addresses. You will have to create separate orders.
3. What options do I have while making payments and do you offer a Cash on Delivery option for payments?
a. We accept payments through Credit Cards, Debit Cards, UPI, Netbanking for pre-paid orders as well as Cash on Delivery.
To select the Cash On Delivery payment option, please look at the image below to check how to go about it:
To pay via COD, please click on the second option.
4. What is the order value to be applicable for COD?
a. COD payments would be accepted for orders with a total invoice value greater than equal to Rs. 100 /- and up to Rs. 10,000/-.
5. Do you have any Shipping Charges?
a. Yes, shipping charges are applicable for pre-paid orders upto order value of Rs 2000. COD cash handling charges are applicable depending on order value and can be observed once cart is built.
6. Is it safe to use Credit Cards to pay online at JoGenii?
Yes, we use PayUMoney which is an online payment gateway of online payment used by major websites. Please check their website here https://payu.in/
7. Are there any hidden charges like Octroi or Entry Tax?
For personalized items, we will need prepayment as they're specifically customized for customer and in case not received by customer, it's a major loss for manufacturer.
III. RETURN, EXCHANGE & REFUND
1.What products are eligible for return/exchange?
a. Currently, we only accept returns or exchange product(s) damaged during manufacturing or while in transit. We ask for an image or video to help us evaluate the defects.
2. How do I apply for a refund, return, or exchange?
a. You are requested to email us at email@example.com along with order details entailing your order number, name of the customer given while ordering the product(s), the name of the product(s) and reason for refund, return or exchange and someone from the JoGenii team will get back to the concerned person.
3. How will I get the refund for return in case of pre-paid order?
a. For pre-paid orders, we will refund the amount back to the payment source through which the payment was made or we will issue a gift card.
4. How will I get a refund for return if I have paid through Cash on Delivery?
a. For Cash on Delivery payments, we will ask you for the preferred online mode of receiving refund amount (Paytm, GPay, Online bank transfer) as we cannot refund via cash at the moment.
5. Will my GST amount be refunded on Order Cancellation and Returns?
a. The entire order value is refunded back if refund guidelines are met.
For any other queries, you can write to us on firstname.lastname@example.org or get in touch on +91-9372784413 from Monday - Friday, between 9 AM – 5 PM) and we shall be Happy to help you! Kindly allow us 24 hours to respond to any queries. For emails or messages received over Saturday and Sunday, kindly expect response only on business days (Monday - Friday).