FAQs

 Quick and Simple Way to Manage Your Orders!

 

Frequently Asked Questions (FAQs)

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.

  • Can I cancel my order?

    Yes, Can only cancel the order before it has not been confirmed by sellers.

  • Can my cancelled order be reinstated?

    No, sellers do not have an option to reinstate an order after it has been cancelled. You can only place a new order for the products that were part of the cancelled order.

  • I've multiple products in a single order, will cancelling one product cancel all the other products in the order?

    As of now, we don’t have this option to cancel single order in a multiple products order. But you can certainly visit our helpdesk and request for same. We will do it internally with sellers.

Return & Refund

Payments

  • I'm not getting the 'Cash on Delivery' option while placing an order, why?

    The availability of 'Cash on Delivery' option as a payment method is not an option on www.togofogo.com , but you can pay Token amount of INR 500 and can place the order. You will have to pay rest amount on delivery of the product. It’s an extension of “COD Order” named as “Pre-Booking” where customer has to pay Minimum Token Amount before placing a COD Order.

  • My payment is getting failed, why?

    "Payments may fail due to any of the following reasons: You have accidentally entered incorrect Debit/Credit card details like “name on the card”, “card number”, “CVV”, “3D secure PIN” and “expiry date”. The card details you have provided is no longer valid or need to be updated. You accidentally close/refresh the page or press backspace while the transaction is being processed by your bank. Your bank is going through an outage. The connection between Togofogo and your Bank fails due to some technical issues and the transaction cannot be completed. Your card is blocked for online transactions."

  • How is the EMI calculated?

    Please refer the 'View Plans' section on any Product Detail page or Payment Page. “EMI Value” is basis prevailing interest rate of selected bank for your Card.

  • My EMI has not been converted yet, what should I do?

    Please wait for 7 business days within which your EMI will be converted. If it does not happen within the mentioned time, please get in touch with your bank.

  • Which cards are supported for payment on Togofogo.com?

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

Shipping & Delivery

Shopping