Why do I see different prices for the same product?

As StopGrab is an open Marketplace we have multiple sellers selling the same product and pricing is set by the seller.


Is installation offered for all products?

No, we don’t offer installation for all the products and also it depends upon the seller’s policies and availability at your location.


Is it necessary to have an account to shop on StopGrab ?

Yes you need to have account in order to order at StopGrab


What does 'Preorder' or 'Forthcoming' mean?

It means you can book a product before it’s available on platform for regular order.


Do sellers on StopGrab ship internationally?

No, currently we don’t offer international shipping


 Will I get a wall mount for my television in the box?

No, it depends upon the particular brand of product whether they offer it or not


Can I order a product that is 'Out of Stock' or 'Temporarily Unavailable'?

No, you want be able to order such product but you can always submit your email so, that we can notify you once we get it back in stock.


What does 'Out of Stock' mean?

The product has been sold out completely


What does 'Permanently Discontinued' or 'Out of Print' mean?

The product has been removed from the platform permanently.


What does the badge StopGrab Verified mean?

It means we have checked the product manually for quality assurance purpose.


Do I have to pay extra for items with the StopGrab Verified badge?

No, you don’t need to pay extra

I missed the delivery of my order today. What should I do?

We will attempt for delivery up to 3 times so, you can always notify us regarding it in case of any changes.


Will the delivery be tried again if I'm not able to collect my order the first time?

Yes we will try up to 3 times


The delivery of my order is delayed. What should I do?

You can place your inquiry to our customer care or check the status of your delivery on our website


What should I do if my order is approved but hasn't been shipped yet?

Seller has handling period of 2-3 days so please be patient


 Can I take the shipment after opening and checking the contents inside?

You need accept the shipment once you have tempered the packaging bag


How do I know my order has been confirmed?

You will receive an email notification as well as a SMS.


How quickly can I get my order delivered?

Delivery might take 2-7 days


My order has reached the nearest delivery hub, but why isn't it out for delivery yet?

We schedule delivery on first come first basis so there might be previous orders pending at the Hub and you delivery might have been scheduled after it.


My order status shows 'Out for Delivery', but I haven't got it yet. When will I get it?

You will get a call from the logistics staff for notifying you the arrival time


Why can't I track my order even though it has been shipped?

The item might be in transit and has reached to Hub yet


What should I do if I don't get the invoice for my order?

Please raise a complain to our customer care executive


How do I get invoices for my previous orders without having to check my e-mails?

You can open your previous order tab on the dashboard of your website and check for your invoices


Why is the 'Cash on Delivery' payment mode not available at my location?

We don’t have Cash on Delivery service available for all the locations due to absence of regional partners.


Where can I find the seller's returns policy?

You can check for sellers return policy on product display page of our website as well at check out page.


How can I place an order?

You can place an order using our website application or also contact our customer care.


I have a complaint about the courier executive who came to deliver my order.

You can always contact our customer care or provide rating regarding your experience at our website


What should I do if a service centre denied my request to repair the product?

Please do notify us with your Order ID and  we will get back to you


Can I get my order delivered faster?

We have standard delivery schedules only

If I request for a replacement, when will I get it?


Generally replacement of product takes 2-3 days within Kathmandu Valley and Up to 7 Days outside Valley.


Which products are not eligible for returns?

The categories mentioned here are not eligible for returns and if you violate return policies the products won’t be eligible for return


Can items be returned after the time period mentioned in the seller's Returns Policy?

No, you won’t be able   to return after the seller’s motioned time period for return.


Do I have to return the freebie when I return a product?

Yes, you will have to return freebie as well while returning the product


How do returns work?

You have to fill a return form or contact our customer care for support.


I see the 'Cancel' button but I can't click on it. Why?

You won’t be able to click Cancel button once the seller has processed your order


What is the Buyer Protection policy?

For the benefit of buyer we have made buyer protection policy where buyer can raise issues regarding product and claim for exchange or return.


What should I do if I have an issue with my product after the return period?

You need to strictly raise the issue within the return period but you can always provide us a feedback regarding any such issues through our customer care services.


When is a return of an item not possible?

You can’t return non returnable categories item, once you cross the return period, if you have violated return policies.


How can I know the status of my refund?

We will notify you once the refund has been processed


What are the modes of refund available after cancellation?

You can accept your refund in the form of Voucher, Bank Transfer , Wallet Transfer


When are refunds given?

Refunds are provided for certain categories within the stipulated period of time


I ordered a wrong item. Can I return it?

Yes if it’s a returnable item


What should I do if I find the package open or tampered on delivery?

You can raise the issue contacting our customer care with proper eveidence


Can I change the address for the pick-up the of item(s) in my order?

You will be allowed to change the address only before the seller processes it.


 Why have I been asked to ship the item?

We don’t offer pick up for the return at certain addresses due to which you need to self ship it


I've still not received the refund in my bank account.

Usually it takes up to 2-3 days for amount to be reflected in your bank account once the refund has been processed


What are the refund timelines if I cancel or return a product?

It might take up to 7 days for the entire process.


How will I get my refund for returning an item I paid for using 'Cash on Delivery' mode?

You will get your refund via Bank Transfer, Voucher or Wallet


I have not received the reimbursement of my courier charges. What should I do?

Please be patient as it might be in the process or contact our customer care for the queries.


How will I get my refund for returning an item I paid for with Cash on Delivery?

Refund process will usually take up to 7 Days


What are the checks done for an item that I'm returning?

The packaging, Manuals, Freebies, and Product should be intact

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