Frequently Asked Questions
Frequently Asked Questions (FAQs)
Welcome to the HomeJoy Help Center. We've compiled answers to the most common questions to help you have a seamless shopping experience.
Orders & Tracking
Q: How do I track my order?
A: Once your order is dispatched, we will send an automated notification via WhatsApp and Email containing your tracking link (AWB). You can track your package live using that link. If you have any trouble, reach out to us with your order number.
Q: Can I change or cancel my order?
A: You can cancel your order as long as it has not yet been processed or handed over to our courier partner. To request a cancellation or change, please message us immediately via WhatsApp at +91 . Once shipped, orders cannot be canceled.
Q: What if my order status shows "Delivered" but I haven't received it?
A: Please check with family members, neighbors, or building security first. If you still cannot locate the package, contact our support team within 24 hours of the "Delivered" status so we can coordinate with our courier partner.
Shipping & Delivery
Q: What are your shipping charges?
A: We prioritize affordability:
- Orders above ₹495: FREE Shipping.
- Orders below ₹495: Flat ₹50 shipping fee.
- Cash on Delivery (COD): An additional ₹100 COD convenience fee is applicable to all COD orders to cover courier processing costs.
Q: How long will it take to receive my order?
A: Our standard delivery timelines are:
- Metro Cities: 2 – 4 business days.
- Rest of India: 4 – 7 business days.
- Special Regions: 5 – 10 business days (North East, J&K, Island territories).
Note: Timelines are estimates and may vary due to regional factors or public holidays.
Returns, Replacements & Damages
Q: What should I do if my package arrives damaged or with missing items?
A: We take great care in packaging, but if an issue occurs, please:
- Report the issue within 48 hours of delivery.
- Provide your order number.
-
Mandatory: Upload a clear parcel opening (unboxing) video and photos of the damaged item/package.
This helps us process your replacement or refund instantly.
Q: What is your return policy?
A: We accept returns within 3 days of delivery if the product is damaged, defective, or incorrect. The product must be unused, in its original packaging, and with all tags intact. Some items (e.g., specific personal care or hygiene products) may be non-returnable. Please check the product page for specific eligibility.
Q: Are shipping charges refunded on returns?
A: If the return is due to our error (wrong item sent, product arrived damaged), we will process a full refund including shipping. If the return is due to a change of mind, the original shipping fee is non-refundable.
Payments
Q: What payment methods do you accept?
A: We offer secure payment options for your convenience:
- UPI: Google Pay, PhonePe, Paytm, BHIM.
- Cards: Credit/Debit Cards (Visa, MasterCard, Rupay, Amex).
- Net Banking: All major Indian banks.
- Cash on Delivery (COD): Available for most locations for orders above ₹495.
Q: Is my payment information secure?
A: Absolutely. HomeJoy uses industry-standard SSL encryption for all transactions. We do not store your banking or card details on our servers; all payments are processed through trusted, secure gateways.
Q: What happens if my payment fails but money was deducted?
A: This usually happens due to a temporary network issue. The amount will typically be auto-refunded by your bank within 3–5 business days. If you do not receive it, please contact our support team with a transaction screenshot, and we will assist you.
Still Need Help?
If you have a question that isn't answered here, our support team is happy to assist.
- WhatsApp Support:
- Email: support@homejoy.me
- Support Hours: Monday – Saturday | 10:00 AM – 7:00 PM IST (Excluding Public Holidays)