CUSTOMER SUPPORT

In case you don't find answers to your questions from the below FAQs, Please contact us

Write to us using the form below and we'll try our best to get back to you within a few hours:

Contact Tradus Management Team
If you are not satisfied with the resolution, please write to the management.

FAQs

Order Related

  • Where is my Order?
    • You may check the progress of your dispatch in 'My Order History', once you login to your account using your registered email ID.

      In case your order is showing "pending dispatch", you will see a "dispatch by" date mentioned against your order.

      Or else if your order has been dispatched, you will see the courier details mentioned against your order.
  • My Order has been dispatched, when will I receive my product?
    • Once your product is dispatched, generally the courier takes 1-3 days to deliver the shipments. It might take about 7-10 days for bulk or heavy items ( Eg: TV, Refrigerator etc ) as they move through surface transport.
  • How do I get my courier tracking number and track my shipments?
    • In case your product has been shipped, you will find the courier tracking number updated in your "My Tradus" section on our home page. You may click on the Courier Tracking Number to find the progress with the courier. Alternatively you may also contact the courier team.

Modification / Cancellation Related

  • How do I cancel my order?
    • You may request to cancel your order through your 'My Order History', once you login to your account using your registered email ID. Just click on "Request Cancellation" and we will cancel your order if it has not been processed by the seller yet. Once cancelled, you would receive a notification on your registered email ID.
  • How do I change my address / mobile number?
    • Once an order is placed with us, we send this immediately for further processing. So we are unable to change any details, you may cancel your order in case you feel that this order will be returned, due to incorrect delivery details.

Defective, Damaged & Returns

  • Would my product be safe from any kind of damages?
    • The products shipped from Tradus are covered by marine in-transit insurance policy to cover the risk of damage & theft. You should not accept the delivery if the packaging is damaged. In case you have received a broken / damaged product, it should be reported to us within 24 hours.

      For more details kindly refer to our Returns Policy in Terms & Conditions.
  • The product that I have received is Defective/ Damaged. What should I do?
    • The products are sent out by the sellers. We instruct & encourage the sellers to ensure that they take all measures possible to send quality products to you in a secure condition. Still, if you receive a defective electronic item, you are requested to visit / contact the Authorized service centre / customer care centre for the product. In case you have received a damaged or defective product apart from any electronic product, please contact us within 24 hours from receiving this product - we will resolve this to your satisfaction. For more details please refer to our Returns Terms & Conditions
  • I have received an incorrect product. What should I do?
    • The products are sent out by the sellers. We instruct & encourage the sellers to ensure that they take all measures possible to send the requested products. However, in case of any occasional slip from the seller, please inform us within 24 hours of the delivery - we will ensure that either a replacement is sent out or we initiate a refund once the product is returned to us.

Payments

  • I was charged but my order was not confirmed / I can't see my order on "My Tradus" Section
    • In order to ensure high level of security for transactions conducted on Tradus, we require that the bank complete the transaction within 60 seconds. In case of your order, the bank exceeded the time limit and the transaction was aborted. But do not worry, Tradus has a robust payment refund mechanism - our system will detect any money debited by the bank and automatically initiate a refund within the next 3 working days, post which, depending on your bank it might take 3-7 working days for this credit to reflect in your bank account.

      You will also receive an email from us with refund reference number (RRN), once the refund is completed from our side.
  • I can't see my order details in "My Order" section.
    • You are unable to see your order, as your order has failed. In order to ensure high level of security for transactions conducted on Tradus, we require that the bank complete the transaction within 60 seconds. In case of your order, the bank exceeded the time limit and the transaction was aborted. But do not worry, Tradus has a robust payment refund mechanism - our system will detect any money debited by the bank and automatically initiate a refund within the next 3 working days, post which, depending on your bank it might take 3-7 working days for this credit to reflect in your bank account.
  • How long does it take to get my refund?
    • It may take upto 3 working days to complete the refund, especially in cases of net banking. Post which, depending on your bank this might take 3-7 working days for this credit to reflect into your bank account.

      You will also receive an email from us with refund reference number (RRN), once the refund is completed from our side.

Gift Voucher & xTrabucks Related

  • My GV is not working.
    • Please ensure that the Gift Voucher that you are using is valid. Also kindly check if there is a minimum purchase value or a product/category locked against your gift voucher. In case it still doesn't work, please write to our customer service - we will resolve this for you.
  • I have used a Gift Voucher but I did not receive the discount?
    • Please ensure that you click on "Redeem Now" once you have entered the gift voucher details. Also kindly check if there is a minimum purchase value or a product/category locked against your gift voucher. If you are still unable to redeem the Gift voucher, please write to our Customer Service - we will resolve this for you.

General Inquiry & Website Related

  • I want to know about one of the products.
    • Once you reach the desired product page you will see the product information separated under different tabs Product Information | Product Specification | Reviews
  • How do I register?
    • Registration process is very simple and it doesn't even take 30 seconds. On top right hand corner of the page you will find "Register as a new user". Once you are registered, you will receive a confirmation mail as well.
  • How do I buy products?
    • We have thousands of products across multiple categories. You may search your desired product through our custom search or choose the desired product after surfing through the various categories available. Click on add to cart & proceed to check out. Select your desired address & move to the payment page. Make payment & you get the Transaction ID for your order.
      * You may add multiple items in one single transaction / cart.