What is the difference between shipping and delivery ?
Once you get the notification that your order has been shipped, it means that your
order has been packed and despatched from the seller. The shipping lead time will
be stipulated next to the products displayed on the website. This means the number
of working days it would normally take to get your order despatched from our end.
Delivery means the order has actually arrived at the delivery address of the customer.
The delivery might take between 3-5 working days in the areas where the standard
courier services are available. Whereas order sent by registered post may take upto
1-2 weeks depending on the delivery address of the order.
For products which are imported (sourced from outside India), may take atleast 10
days to be delivered.
What are the shipping/delivery charges ?
Delivery charges vary from product to product. For fragile items, the delivery charges
may be more, whereby in most of the cases the delivery charges are nominal. The
delivery charges are specified with individual product on the website. Sometimes
the delivery charges are also waived off in case the customer reaches a certain
value of order purchased, therefore in those cases, the delivery charges are NIL.
Are there any hidden costs for the order ?
There are absolutely no hidden charges or any charges on top of delivery charges
when you purchase from Trolleybay. Product prices along with the delivery
charges (if applicable) are the final and the only prices, which the buyer needs
to pay when placing the order.
Can the order be shipped to my address ?
Whether the order can be shipped to your address depends on the following:
1. Legal restrictions (if any) of your ordered products in your location
2. Availability of reliable courier partners in your location
3. If the seller services your location, which is entirely up to their discretion
Which courier service does Hooks & Hinges use ?
Trolleybay have tie-ups with different courier partners depending on the location
and the product. Therefore the use of the courier company to deliver your product
may vary from order to order.
Do Trolleybay ship the orders internationally ?
Trolleybay currently does not offer any service to international locations.
However products, can be ordered from anywhere in the world to be delivered in India.
How does the delivery process work ?
All the orders are scheduled to be delivered through reputed courier companies (depending
on the area of the delivery address). The customer will be notified via email once
the order has been shipped, further to which the customer can track their order
on our Website. The order will be delivered to you within the stipulated delivery
time. Incase of any delay in the delivery lead times, the customer will be notified
via email or a phone call explaining the reason for the same.
How do I track the status of my order ?
To track the status of your order, please visit My Orders page under My Account.
Click on Track Order to get the updated status on your order.
Why have I not received my order yet ?
Sometimes due to unpredictable circumstances, it might be possible that your orders
might get delayed. In such cases we will inform you with the updated status of your
order, reason for the delay and the new expected delivery date of your order via
phone or an email.
What do I do if the product delivered in tampered, damaged or open packaging upon
We strongly recommend our customers not to accept any products/ orders with an open
or tampered packaging. You should report this concern by clicking on Return/Replace
option under My Order page within the stipulated period. Our Trolleybay team
will look into the matter on priority basis and shall get back to your immediately.
How long do I have to return/replace a product once purchased ?
Once you have purchased a product and you wish to return the product, you need to
notify Trolleybay within 14 calendar days of purchase of the product by contacting
our customer support team at helpline number or email at firstname.lastname@example.org.
How to return an item and get a refund ?
Returning a product is very easy. First you need to check if the product can be
returned to Trolleybay. You can return the product purchased from trolleybay.com
if any of the following is true:
- 1. Product is damaged
- 2. Product is faulty/ defective
- 3. Product quality is not up to the standard
- 4. Product is significantly different from the description or picture on the website
- 5. Product size does not conform to the size mentioned on the website
- 6. Product colour or order quantity differs from what was ordered for
Once the condition(s) is checked and verified, you simple need to click on the return/replace
button, which can be found against your order in your My Order Page under My Account.
Alternatively you may also reach us at our Helpline number or send us email at email@example.com mentioning
your Order ID.
If possible we will replace the product subject to confirmation with the customer.
If not, we will refund our customer.
When is returning the product(s) not possible ?
There are few occasions where is it difficult to support the return of product such
- 1. Product return request is made outside the specified time frame
- 2. Product or the box is damaged due to mishandling or improper use, rather than
the condition it was received in.
- 3. Any consumable product that has been used or installed.
- 4. Core product, component or parts missing from the packaging
- 5. Products, which are sold as combo or a part of the set, cannot be returned as
- 6. If returned without original packing and accessories
- 7. If sealed package of branded product is opened.
You can write us your issue at firstname.lastname@example.org and we can ensure to look
at your case to settle the dispute. Ensure you mention your Order ID.
Who will bear the return shipping charges ?
You need to return the product within 7 calendar days of approval of your return
request. The seller's return policy determines who pays for shipping. In most cases,
buyers are responsible for return shipping costs.
However, In case of returns for claims due to defective product, HooksandHinges
will arrange for return shipping if the buyers area is servicable by our logistic
partner. Alternately, the buyer can ship the item through a logistic partner of
thier choice, and send us the Proof of Dispatch to receive a refund for the shipping
amount subject to maximum of Rs.400/-.
Note: Shipping amount will be reimbursed in the form of HooksandHinges
While returning the product to us, the buyer also needs to ensure that the goods
are packed properly in the original packaging with all the components/accessories
(including any promotional items such as vouchers or discount codes). If you are
returning a product due to change of mind then the product must be returned in exactly
the original condition failing to which the returns or exchanges may be cancelled.
When will I receive a refund for the item I returned ?
Once the buyer has returned the product(s) to Trolleybay, the refund will
be authorized only on the receipt of the products. Refunds will be processed within
14 calendar days of the receipt of the returned item(s) via Net Payment.
Where can I find the seller’s return policy ?
Seller’s return policy must abide to return policy of Trolleybay. However
in some cases Seller’s return policy may differ, in order to find the seller’s return
policy you can go on the product page where you can find out the policy of the seller(s)
for the product.
Can I return a part of my order ?
Yes, now our customers can request returns for individual items if you have ordered
multiple items. Also one can request returns for partial quantity of the same product.
However one cannot request refund for an individual item, which is a part of a combo
or a set.
I have requested a replacement, when will I get it ?
Once you have requested for a replacement of the product, we will request you to
arrange for the return of the product in your hand. Once the product has been received
we will authorize the replacement of the product (which will be notified to you
through email). The replacement of the product shall be made within 3-4 working
days from authorization.
I have changed my mind and would like to retain the product. What should I do ?
Incase you have changed your mind to retain our product rather than replacing or
returning it, please call our customer service center or send us email at
email@example.com to cancel your return/ replace request and we
will do the rest. In case the replacement product has already been dispatched you
can reject the delivery once at your door.
When can I cancel my order?
You can cancel your order anytime before the product has been shipped. Just click
on Cancel button against your order in My Orders in My Account. We will cancel it
and initiate your refund.
In case the item you have ordered has been shipped but has not yet been delivered
to you, you may still cancel the order online. Your refund will be processed once
we receive the originally ordered item back from the courier.
Unfortunately, an order cannot be cancelled once the item has been delivered to
How do I cancel an item(s) from my order ?
In order to cancel an item(s) in your order:
- Log into your Trolleybay.com account and go to the 'My Orders' page
- Select the item you wish to cancel, subsequently click on the corresponding 'View
- Under the detailed order page, you will see 'Cancel' link against each of the items
in that order
- Click on the 'Cancel' link, followed by highlighting the reason for your cancellation
- Choose a mode of refund and confirm cancellation
- Once your cancellation request is created, we will ensure that the cancellation
is processed as soon as possible
How long will it take to cancel my order?
We may take 2-3 business days to cancel your order and initiate refund if applicable.
You will be notified via email once cancellation is completed.
Alternative conditions leading to cancellation of your order:
Trolleybay may also cancel your order under following scenarios:
- Product is no longer available or is temporarily out of stock
- Order receieved from Non-serviceable locations by our logistic partners.
- Restriction on the quantity of the item ordered
- Discrepancies identified by our credit and fraud avoidance department
- Incomplete or inaccurate address given by the customer
In case, customer opted for COD options, then before accepting order we might require
additional information from customer for verification. After verification, HooksandHinges
can cancel order if there is any discrepancy in the information provided by customer.
When will I get my refund?
Once we accept your order for Refund we immediately work upon your request for refund.
Refunds will be initiated as per below mentioned timeline.
Debit card/ Credit Card/ Net banking
Payment Through Mobile or Wallets
7-10 Working Days from the refund initiation date
7-10 Working Days from the refund initiation date
P.S. Note: Refunds are dependent on external factors which are
often beyon our control such as banks, payment gateways etc. wherein the refunds
may get delayed further.
How will I get a refund after making an order cancellation or return?
Once the customer has returned the product(s) to Trolleybay, we will try to
find a replacement for it. Nevertheless if we fail to do so, we will initiate and
authorize the refund. For returned products or cancelled orders the customer will
either receive a NEFT payment from us is case you have made Cash payment. Otherwise
the money will be credited back in the same account that the customer used to make
the purchase (Online banking, Credit or debit card).
I paid Cash through Cash on Delivery, how would I get the refund?
If you have made the purchase using the Cash on Delivery option, we will refund
your payment by processing NEFT payment. We will contact you for your bank details
to transfer the funds into your bank account. This may take up to 7-10 days to reflect
money into your account.
I paid the amount upfront while purchasing, how do I get refund?
If you have made the payment upfront, i.e. made the payment using Net banking (Internet
Transfer), Credit Card or Debit Card using our secure payment gateway, the amount
realized will be refunded back into the same account, which was used to make the
purchase. This may take up to 7-10 days to reflect the payment into your account.
What details you require to process refunds through NEFT/RTGS?
Once the customer agrees for the NEFT (National Electronic Funds Transfer) refund,
you will hear from the Trolleybay customer support team via an email asking
you for your Bank account, Account number, Account Holder’s Name, IFSC code and
the address of the bank. We will process the refund as soon as we receive a reply
from you. It may take up to 7-10 working days after the refund initiation date to
reflect the payment into your account.
Can I ask refunds through NEFT/RTGS if I paid through Credit Card/ Debit Card/ Netbanking?
Incase you have made an upfront payment using Net Banking, Credit or Debit Card
we can only process the refund into the same bank account where the payment for
the order was made from. This is completely for the security reasons and in-order
to ensure the same person, who paid for the order, receives the amount. However
if you opt for Cash on Delivery option, you can choose the option of getting refund
Can I purchase more than one product at a time?
Yes, all our customers can purchase as many products as they want. You simply need
to visit the product page and click on add to shopping cart button. Once you are
completed with your shopping, you can checkout with multiple items in one go and
pay for all of them together.
I am interested in a product that is sold out. How can I buy it?
Trolleybay team will strive to ensure no products are Out of Stock. However
if any product is not currently available you are requested to please send us an
email specifying complete details of the product you wanted to purchase such as
Item Code, Item Description, and your contact details. We will update you as soon
as the product is back in the stock so that you can make your purchase.
I do not know how to buy online. What should I do?
Please donot worry if you are a first time online-customer. Here are easy steps
to buy the product of your choice on Trolleybay.
- Browse our website to find the product of your choice.
- Visit the interested product page
- Click on BUY NOW button on the page of the product
- Enter your Name, Email ID & Phone number.
- Enter your shipping details (where you want the product(s) to be delivered)
- Click on Proceed to Payment button
- Select your payment method (Credit Card, Debit Card, Net-banking, Cash on Delivery)
How would I know that purchase is complete?
Once you made your purchase, you will see a confirmation message on the screen stating
that your particular order is confirmed. We will also send you text message on your
given mobile number or an email to confirm your purchase.
I did not receive an Invoice with the product I purchssed on Trolleybay. What
should I do?
Trolleybay deliveries are accompanied with an Invoice. Incase you have not
received an invoice along with the delivery, please send us your query through Contact
Us page with your transaction details and we will arrange an invoice for you immediately.
I have not received any email confirmation about the product I purchased. What should
If you have not received a confirmation from Trolleybay, please send us your
query through Contact Us page with your transaction details and we will look into
this immediately for you to send you a confirmation for the order.
I do not remember my password. What should I do?
Forgot your password? No worries; just follow these simple steps to reset the password:
- Click My Account button (next to the search bar) of the homepage to access the login
- Click on Forgot your Password button available at the bottom of the login window.
- Enter your Email ID in the required field.
- You will be sent a link on your email
- You can reset the password, by clicking on the link on the email.
I do not want to receive any emails from you anymore. What should I do?
You could be missing some great offers… You can unsubscribe to our emails by clicking
Unsubscribe button at the bottom of the email you have received from us. However
it would be highly appreciated if you could let us know the reason(s) for your un-subscription
so that we can try to serve you better in the future.
I am concerned about the privacy of my personal information. What should I do?
We value and respect your privacy as much as you do. Trolleybay ensure to
maintain complete confidentiality and privacy of your valued data that you have
are however requested to please maintain secrecy and confidentiality of their personal
information and do not share password or username with anyone.
Is it necessary to have an account to shop on Trolleybay?
Now our customers can shop without registering with us. You simply need to enter
a valid email address before making a purchase and choose the option to continue
My transaction failed but the money was deducted from my account. What should I
Please contact our Trolleybay team by filling out Contact Us form. Please
provide your transaction details and we look into the matter immediately for you.
Usually such entries are parked in your bank’s pooling account. You are also requested
to please contact your branch. Don’t worry, if the money has reached us we will
notify you or refund you accordingly.
Can I use my bank’s internet banking feature to make a payment?
Yes all our customers can use the net banking features to make payments for their
orders if you don’t have a Credit or Debit card or if you don’t want to use the
Cash on Delivery feature.
What all payment options do I have?
You can now use mutiple payment options to make payments for your orders
- Credit Card (All major credits are accepted)
- Debit Card (All major debit cards are accepted)
- Netbanking (For all leading banks)
- Cash on Delivery (Available of selected deals and products)
- Pay Through Mobile Wallet.
Can I pay COD (Cash on Delivery) for every product I purchase of Trolleybay?
Currently Cash on delivery option is not available on all the products. To know
which products are available with cash on delivery option, please go to the product
page and there should be cash on delivery icon shown next to the product if available.
While checking out, you can choose Pay by Cash on delivery option when prompted
to choose the payment option. However please note, Cash on Delivery option can only
be selected for maximum order value of Rs.50, 000/-
Can I pay by cheque upon delivery of my order?
Unfortunately we do not accept cheques in advance or at delivery. It would be advisable
to keep the money ready (cash in hand) when the delivery is expected.
Are there any hidden charges when I make a purchase on Trolleybay?
No, they are absolutely no hidden charges that we will charge from you. The prices
and the other charges mentioned on the website are the full and final prices that
will be charged from you.
How many cards can I save on Trolleybay?
You can save as many cards as you like on our website.
Is it safe to save card details on Trolleybay?
Your card details are 100% safe with us. We save basic information of your card
and transactions cannot be made with this basic information. However card details
can be saved only after one succesful completion of your order.
What information does Trolleybay store when I save my card?
While saving your card details on our website, we store only the card number, the
cardholder name and the card expiry date. We donot store the 3 digit CVV number
or your personal 3D secure password. Even for a saved card, you only need to enter
your CVV number for each and every transaction to ensure you have the control of
your card and thereby your security is not broken.
What is the advantage of saving my card on Trolleybay?
If you are shopping frequent with us, the overall shopping experience will become
faster. Saving your card online will save you from the hassle of re-entering your
card details every time you buy a product from Trolleybay. You just need to
select an option of saved card and the details will automatically fill in the relevant
cells. Thereafter, you enter your CVV code or 3D secure password and make payment.