Frequently Asked Questions

Mail your question regarding Urban Grocery Mart: help@urbangrocerymart.com 

1. GENERAL QUESTIONS
2. PRODUCT
3. ORDER
4. BULK QUANTITY ORDER
5. PAYMENT
6. DELIVERY
7. RETURNS
8. REFUNDS
9. CUSTOMER SERVICE

 

GENERAL QUESTIONS

1) I am not a club member, can I place my order with URBAN GROCERY MART?

• At URBAN GROCERY MART, we currently only sell products to our club member customers. However, you can purchase a club membership.

2) How do I place an online order in URBAN GROCERY MART?

• To place an online order with URBAN GROCERY MART, you must create an account on their website and log in. Once logged in, you can browse through the various categories of items.

3) Is URBAN GROCERY MART affordable or Jio Mart, DMart, or Grofers?

• There is no definitive answer to this question since it depends on several factors, such as the specific items being compared, the current pricing at each store, any discounts or promotions that may be available, etc.

4) Can we purchase directly from URBAN GROCERY MART?

• We apologize, but we sell our products directly to consumers online. We are the only DARK STORE.

5) Is URBAN GROCERY MART available online all over Maharashtra?

• We are sorry, URBAN GROCERY MART is not available online in the entire Maharashtra. Currently, Urban Grocery Mart is providing its services only in Nashik. If you live in Nashik, you can order groceries and other essential household items through the Undoubtedly website.

6) Does URBAN GROCERY MART accept online payment?

• Yes, URBAN GROCERY MART does accept online payment. You can pay for your order using a UPI, QR Code, credit card, debit card, or net banking. To pay using one of these methods, select the “Online Payment” option at checkout.

7) Does URBAN GROCERY MART have home delivery?

• Yes 101%.

8) I would like to suggest some products or give feedback, How can I do that?

• We would be glad to receive product suggestions from you. We welcome feedback from all our customers as this provides us with invaluable insight into our services from the customer's perspective, which then helps us improve our service. For further details please write to us at help@urbangrocerymart.com 

 

PRODUCT

1) I am not able to Find a product that I want

We currently have products in the following categories:

• Grocery & Staples
• Spices And Masala
• Breakfast & Packaged Food
• Bread & Bakery
• Biscuits & Snacks
• Beverages
• Dairy Products (Including Butter & Cheese)
• Chocolates & Candies
• Personal Care
• Pooja Essentials
• Health Care
• Baby Products
• Household & Kitchen Needs
• Drinking Water
• Pet Food & Accessories
• Stationary
• Available in Bulk
• Medibunny
• Seasonal and Festive items such as Umbrellas, Stationery Items, Decoration Lights, Gift Packs, etc. are also available for a limited period. 
• If you are a regular customer at our Urban Grocery Mart online stores, you might notice that some items that you normally find in our stores are not currently available online. 
• We are working on expanding our product assortment to include all the ones that you need. 
• So, please keep checking back. 
  Please note that Urban Grocery Mart does not sell alcohol, and non-vegetarian items like meat and poultry online.

2) The product I received differs from the one displayed on the site, What do I do?

• If you feel that the product delivered to you is different or not at par with what you saw online you can return the same at the time of delivery or within 7 days of delivery. Please refer to RETURN POLICY to know more.

 

ORDER

1) Can I Place my Order by calling your mobile number?

• We do not take orders through our call center as of now. You can place orders online through our Website, or WhatsApp only.

2) What are the steps to order groceries online in Urban Grocery Mart?

• Steps to Order Online for Groceries in Urban Grocery Mart
• Log in to the www.urbangrocerymart.com
• You can proceed once you have received confirmation that home delivery is available in your area.
• URBAN GROCERY MART online shopping helps you find the best offers on your already affordable products.
• Add products as per your requirements to your shopping cart.
• Complete the payment process.
• Now, after you have all the steps done, relax & receive the delivery at your doorsteps.

3) How will you inform me if any of my ordered items are not available?

• In case any of your ordered items are not available with us, you will receive an SMS and/ or Email regarding the same from us.

4) I did not get my complete order, What do I do?

• We take extreme care to ensure that such circumstances do not occur. However in case this happens, then rest assured we will refund the amount of those items that were not delivered to you. If you are paying by cash, you can pay the exact amount of the items you received and can deduct the ones that you did not. If you have paid online, we will refund the amount in the same mode you have paid e.g. UPI, Net banking, Credit Card, etc.

 

BULK QUANTITY ORDER

1) Can I order products in bulk quantity?

• Yes, certain products can be ordered in bulk quantity. These products are tagged as "Available in Bulk".

2) Can I pay for products ordered in bulk by opting for cash on Delivery (COD)?

• All products ordered in bulk quantity need to be prepaid only.

3) Can an order be canceled that has products ordered in bulk quantity?

• An order that has products in bulk quantity cannot be canceled.

 

PAYMENT

1) What are the payment options available at URBAN GROCERY MART (www.urbangrocerymart.com)

You can pay for your order using the following modes of payment:

• OR CODE: All QR code scanners and UPI issued in India can be paid through.
• Credit Cards: All Visa, Master, Amex, and RuPay cards issued in India are accepted.
• Debit Cards: All Visa, Master, and RuPay debit cards issued in India are accepted.
• Net Banking: You can pay using your Bank account directly if you have an Internet Banking facility provided by your bank.
• Cash on Delivery (CoD): URBAN GROCERY MART also allows you to pay for your shopping using the "Cash on Delivery" (CoD) method. This means that you can comfortably pay for the items that you have ordered at the time of delivery.

2) Is it safe to use my Credit Card or Debit Card?

• Yes, it's safe to use your card for making payments at URBAN GROCERY MART (www.urbangrocerymart.com). We take special care in conducting the entire payment process right from authentication of the various credentials till the transaction is complete, thus making online shopping safer for you.

3) Are there any other charges over and above the URBAN GROCERY MART Price?

• There are no charges over and above the price you see on our website. We at URBAN GROCERY MART are very transparent about the prices that we show to our customers. The price that you see on the site for a particular product is the price that you ultimately pay.

4) Is GST added over and above the URBAN GROCERY MART Price?

• No, the total amount that is shown to be paid by you is all inclusive of GST.
• An additional delivery charge may be levied in case you choose "HOME DELIVERY" as the mode of delivery. Free Home Delivery or Home Delivery charges may differ depending on your order value.

5) Can I pay using an e-wallet / Sodexo / Meal coupon / Voucher?

• We do not have an e-Wallet / Sodexo / Meal coupons / Voucher payment option as of now.

6) My payment for an order failed, What should I do?

• In case your payment fails, you will be informed through an onscreen message that will appear after the failure. This will be accompanied by an SMS to you intimating the same. Also, after this, you will be prompted to retry making payment.

7) Can I use multiple payment options for a single order?

• We do not have the option of choosing multiple modes of payment for a single order at this point; you can make payment using only one mode for one order.

 

DELIVERY

1) Do you deliver in my area?

• You can check the serviceability from our website.
• Click on "Deliver to" on the top right side of the page.
• Search for your PIN code/delivery location. You will see a list of all areas serviceable.
• If your area is not serviceable, mail us at help@urbangrocerymart.com 

2) Are there additional delivery charges?

• If the value of your order
• 1) Privilege Club Membership if less than ₹ 3,000/-
• 2) Standard Club Membership if less than ₹ 1,500/-
• For home delivery, flat delivery charges of ₹ 49/-

3) Can I send someone else to collect the order on my behalf?

• Yes, you can send someone on your behalf to collect your order. They will have to display the Order ID and Pickup Verification Code sent to the registered mobile number.

 

RETURNS

1) If I receive a defective, wrong, expired item(s), how do I return it?

• We take utmost care to ensure that such instances do not take place, however, if you find the delivered item defective, wrong, or expired, you can choose to reject it at the time of delivery.
  You can return within 7 days of accepting the delivery.
  In case you choose to return the item(s) that had freebies with it, you need to return the freebies also.
  To know more, please read our Refund & Cancellation Policy.

2) I did not get my free item as mentioned on the website, What do I do? 

• In case you haven't received the free items mentioned on the website, please contact our customer service team with your concerns. For further details please write to us at help@urbangrocerymart.com. We will try and resolve the issue as soon as possible.

3) I want to return an item that was home-delivered, can I schedule a Pick-Up?

• No. Right now we do not offer a home pick-up service for returning an item. You can go to our Dark Store Points and return an item.

 

REFUNDS

1) Can I return an item once accepted and ask for a refund?

• Yes, most certainly. Your refund will be issued in the same mode in which the payment was made, provided you return the item(s) within 7 days of accepting its delivery.
  If you had made the payment in cash at the time of delivery, you will receive the refund in cash provided you return the product within the period of 7 days post accepting its delivery.
  If you made the payment online, the refund process will be initiated once we receive returns from you. We will inform you via SMS and/ or Email once your refund request is initiated. The bank usually takes 3 - 5 working days to process the amount.

2) I got a confirmation regarding my refund being processed, but still haven't received it. What do I do?

• It usually takes 3 - 5 working days for the refund amount to be credited to your bank account/ credit card account, once the refund has been initiated. If you do not receive your refund amount even after 3 - 5 working days, request you to confirm it with your bank. In case you find out from your bank that the amount has still not been processed then write to us at help@urbangrocerymart.com  with 'Refund Issue' mentioned in the subject line.

3) Will I be informed Once the refund is credited to my account?

• We will inform you via SMS and/ or Email once your refund request is initiated. The bank usually takes 3 - 5 working days to process the amount. The credit to your account typically would be intimated by your bank directly.

4) I have been charged twice OR I received an SMS from my bank that my account has been debited, but my order did not go through. What do I do?

• This scenario is rare, but in case, you have been charged twice, an extra amount (the second time that you were charged) will be credited back to your account.
  If you have not received the extra amount back in your account, write to us at help@urbangrocerymart.com with 'Payment Issue' mentioned in the subject line.

 

CUSTOMER SERVICE

Whom should I contact for any queries/issues?

• You may follow these 4 steps for any issue resolution.

1) Check the FAQ Section

• The first and most effective way is to look for an answer in our FAQ section.

2) Contact Us Tab

• If for any reason you are not able to get your issue resolved via the FAQ section, then you can submit your issue by clicking the ‘Contact Us’ tab.

3) Contact Customer Service

• If your issue is still not resolved, then you may email or call our Customer Service team between 7:00 AM and 9:00 PM on All days. Our Customer Service Representative will address your queries or concerns.
  Email: help@urbangrocerymart.com 
  Call us: 022-69645725

4) Contact Grievance Officer

• If your complaint remains unresolved within the stipulated timeline given by the Customer Service Representative, you may escalate your issue to our Grievance Officer on the details given below.
• Name: Atul Bhavsar.
• Designation: Assistant Manager - Customer Service
• Email id: grievanceofficer@urbangrocerymart.com
• Phone: 022-69645725 Ext 11
• Contact Hours: Monday to Friday, 10:00 AM to 5:00 PM