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FAQs

 Quick and Simple Way to Manage Your Orders!

 

Frequently Asked Questions (FAQs)

Top Queries

  • Why have I not received my order yet?

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

  • How do I place a return/replacement request on Togofogo?

    If you want to return/replace a product on Togofogo, please follow these steps:
    1. Create a return/replacement request online. You can replace the product bought on Togofogo within 3-days of delivery.
    2. Login to your Togofogo Account and go to MY ORDERS section.
    3. Select the item you wish to replace and click on the Return/Replace link against the order.
    4. Choose return/replacement option and fill in the required details.
    5. Once the return/replacement request is created, we will ensure that it is processed as soon as possible.

  • How do I place a cancellation request on Togofogo?

    If you wish to cancel your order, please follow these steps:
    Create a cancellation request online.
    Click on the Cancel link against your order in the MY ORDERS section in My Account.
    Choose cancellation option and fill in the required details.
    Once the cancellation request is created, we will ensure that the cancellation is processed as soon as possible.
    * Cancellation requests can be raised at any time before the shipping of the order. Once the order is cancelled, we will refund any prepaid amount as per our Return Policy.

  • I paid cash on delivery, how would I get the refund?

    If you chose to pay Cash on Delivery, the refund will be credited either in the form of SD Cash and/or an NEFT transfer to your bank account. For an NEFT transfer we would require the following details:
    Bank Name
    Account Holder Name
    Bank Account Number
    Branch Address
    IFSC Code

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

    We take anywhere between 7-15 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 either be made in the form of Togofogo Cash (SD Cash) that can be used for your future purchase on Togofogo.com or can be in the form of an NEFT transfer to your bank account.

  • How long will it take me to receive the refund after I cancel the order?

    We take anywhere between 7-15 days to complete your refund request. The refund amount will be credited to the same account from where payment was made. Refunds can also be made in the form of Togofogo Cash (SD Cash) that can be used for your future purchase on Togofogo.com.

  • What should I do if I find my package opened or tampered with upon delivery?

    Togofogo believes in making your shopping experience perfect. However, if you receive an open or a tampered package, please do not accept it. Report this concern by clicking on Return/Replace option in your MY ORDERS page within the TrustPay period. We will look at it immediately and get back to you.

  • If I receive a physically damaged product, can I get it replaced?

    Delivery is usually safe, but, if you receive a damaged product you can return/replace it. To avoid any hassle, go through the following steps:
    1. On delivery, check if the product is packed properly, is factory sealed and there is no physical damage to the carton.
    2. If you are concerned, don't open the product yourself. Call the Togofogo customer care for further assistance.

  • I have placed my order. What next?

    Sit back and relax! Once your order is confirmed, we will share the order id and tracking details via E-mail/SMS. You can then TRACK ORDER by logging into your Togofogo Account’s MY ORDERS section.

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

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

  • Do I have to pay any shipping and delivery charges?

    Shipping and Delivery charges are particular to a product and have been mentioned on each product page. The charges will vary depending on your location. For many products on Togofogo, the shipping and delivery is provided free of cost.

Order Tracking

  • 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 advising you on the estimated date of delivery. You can also check the current status of your order please log into your account on Togofogo and go to MY ORDER section.

  • What is order verification? Why is it required?

    Order verification is done by Togofogo for all cash on delivery orders. It is a backend process to ensure authenticity of the order placed and to make sure there is no inconvenience caused to the customer.

  • How do I check the status of my order?

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

    Why have I not received my order yet?

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

  • What do the different order status mean?

    Confirmed : Your order has been successfully placed.
    Verified : You payment mode and delivery details have been verified.
    Processing : We have received your order and we have forwarded to the seller.
    Packed : Order has been packed by the seller and ready to be picked up by the courier partner.
    Shipped : You order has been dispatched and is on its way to you.
    Delivered : Your order has been delivered to the delivery address successfully.

  • What is the difference between shipping and delivery?

    Shipping refers to packing and dispatching of your order. While placing an order, you will find a shipping timeline on the products displayed on the website (e.g. dispatched within 5 days). This refers to the number of working days it will take to dispatch the product from our end. The delivery may take 1-3 days depending on the address specified for the order.

  • Both SD & courier websites are showing different delivery dates. How do I get to know the correct delivery date?

    If your order is within the promised delivery date then we request you to wait till it is delivered. To know the current status of your order please log into your account on Togofogo and go to MY ORDER section. Click on View Tracking History next to the order that you wish to track.

  • What do I do if I get wrong update messages from courier company?

    To know the current status of your order please log into your account on Togofogo and go to MY ORDER section. Click on View Tracking History next to the order that you wish to track. You can also track your order through our below courier partners.

  • Why is the tracking information missing on the courier partner's website?

    Tracking information may not be available due to technical issues because of which tracking information is not updated on our or the courier services company's website.

  • I checked the status of my order on courier website but the status is wrong. What do I do now?

    If your order is within the promised delivery date then we request you to wait till it is delivered.
    To know the current status of your order please log into your account on Togofogo and go to MY ORDER section.
    Click on View Tracking History next to the order that you wish to track.

  • Do I have to pay any shipping and delivery charges?

    Shipping and Delivery charges are particular to a product and have been mentioned on each product page. The charges will vary depending on your location. For many products on Togofogo, the shipping and delivery is provided free of cost.

  • Which courier company will deliver my order? Is it possible to choose my preferred delivery partner?

    For a smooth delivery of your orders, we have tied up with a number of trustworthy delivery partners. Once your order is dispatched, you will be informed about the shipping details via E-mail/SMS. Unfortunately, we do not offer the option to choose your preferred delivery partner. However, we will inform you when such services are rolled out in future.

  • What should I do if I find my package opened or tampered with upon delivery?

    Togofogo believes in making your shopping experience perfect. However, if you receive an open or a tampered package, please do not accept it. Report this concern by clicking on Return/Replace option in your MY ORDERS page within the TrustPay period. We will look at it immediately and get back to you.

  • Why did I receive a partial order?

    We are sorry you had to experience this but please check if your order contains items with different delivery time. Items with different delivery times are shipped to you separately. Do not worry, your order is on its way to you!
    The expected date and time of delivery will be communicated to you before the dispatch of your order. Under rare circumstances, if we are unable to fulfil your order, we will refund you the full payment made towards that particular product, at the earliest.

  • How can I find out if Togofogo delivers to my location?

    You can find out if Togofogo.com delivers to your location by using the courier serviceability tool located on the right side of the product on all product pages. Togofogo keeps updating the list of serviceable Pin Codes. So, if delivery option is not available right now, please come back to see if this has changed.

Cancellation & Replacement

  • How do I cancel my order?

    If you wish to cancel your order, please follow these steps:
    Create a cancellation request online.
    Click on the Cancel link against your order in the MY ORDERS section in My Account.
    Choose cancellation option and fill in the required details.
    Once the cancellation request is created, we will ensure that the cancellation is processed on priority.
    * For Prepaid orders, amount will be refunded as per our return policy.

  • How do I place a replacement request on Togofogo?

    If you want to replace a product on Togofogo, please follow these steps:
    1. Create a replacement request online. You can replace the product bought on Togofogo within 7-days of delivery.
    2. Login to your Togofogo Account and go to MY ORDERS section.
    3. Select the item you wish to replace and click on the Return/Replace link against the order.
    4. Choose replacement option and fill in the required details.
    5. Once the replacement request is created, we will ensure that the replacement is processed as soon as possible.

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