Customer Support Policy
Effective Date: 1 April 2025

At TryCart, operated by PEAKRISE ENTERPRISES PRIVATE LIMITED, we are committed to providing a seamless and satisfying shopping experience. This Customer Support Policy outlines our commitment to resolving user concerns, providing timely assistance, and ensuring a high level of customer satisfaction.

1. Support Objectives

We aim to:

  • Resolve customer issues quickly and professionally.
  • Provide accurate information regarding orders, returns, refunds, and product queries.
  • Ensure fair and transparent support practices.

2. Support Channels

Customers can reach us through:

  • Email: info@trycart.in
  • Phone: 9991189835 (Mon–Sat, 10:00 AM to 6:00 PM)
  • Contact Form: Available on the TryCart website
  • Social Media Messaging: Support via Instagram and Facebook (when available)

3. Support Availability

  • Regular Support Hours: Monday to Saturday, 10:00 AM to 6:00 PM (IST)
  • Holiday Closures: Sundays and all major Indian public holidays
  • All emails and queries are responded to within 24–48 business hours.

4. Common Support Services

We assist with:

  • Order tracking and delivery updates
  • Product availability and descriptions
  • Returns, replacements, and warranty claims
  • Payment, refund, and cancellation status
  • Account and login issues
  • Reporting seller misconduct or policy violations

5. Response Timeframes

Issue TypeResponse TimeResolution Time
Order TrackingWithin 12 hoursUp to 24 hours
Refunds & CancellationsWithin 24 hours3–7 business days
Returns & ReplacementsWithin 24 hours7–10 business days
Account & Login AssistanceWithin 12 hours1–2 business days
Escalations or ComplaintsWithin 48 hours7–14 business days

6. Escalation Process

If you’re unsatisfied with the initial resolution:

  1. Request escalation via the same channel.
  2. Your case will be reviewed by a supervisor or support manager.
  3. A final resolution will be shared within 7 working days.

7. Customer Conduct

We expect all users to:

  • Communicate respectfully with support staff.
  • Provide necessary details to resolve issues.
  • Avoid misuse of the support system.

Abuse, threats, or harassment towards support agents will result in account restrictions or platform ban.

8. Feedback and Improvement

We encourage users to share feedback about their support experience. It helps us enhance the quality and efficiency of our services.

9. Contact Information

PEAKRISE ENTERPRISES PRIVATE LIMITED
Shop No-8, Pacific Mall, Near Jat Bhawan, Opp Hotel Sangrill, Rohtak, Haryana 124001
Email: peakriseenter@gmail.com | info@trycart.in
Phone: 9991189835