Customer Service Policy for Groscart

At Groscart, we are dedicated to providing exceptional customer service. Our customer support team is here to assist you with any questions, issues, or concerns you may have regarding your orders, products, or any aspect of our services.

1. How to Contact Customer Service

We offer multiple ways for you to reach our customer service team:

• Email: For inquiries or support, you can email us at:
  admin@groscart.com
• Phone: You can contact us via phone at:

  (+92)-331040-5062

2. Response Time

• We aim to respond to emails within 2 hours during business hours.
• For phone inquiries, our team will try to resolve your issue or provide assistance in real-time. If your query requires further investigation, we will follow up within 48 hours.

3. Common Queries We Handle

Our customer support team can assist with:

• Order Inquiries:
  • Status of your order and tracking information.
  • Modifying or canceling an order before dispatch.
  • Delivery and shipping information.
• Product Issues:
  • Reporting damaged, defective, or incorrect products.
  • Return and refund process.
  • Product availability and stock queries.
• Payment Assistance:
  • Payment issues or failed transactions.
  • Clarifications on promotional discounts, vouchers, or gift cards.
• General Assistance:
  • Assistance with navigating the website or app.
  • Account creation, login issues, or updating personal information.

4. Returns and Refunds Support

If you need assistance with returns or refunds:

• Please have your order number and relevant details ready.
• Follow the return process outlined on our Returns and Refunds Policy.
• Our team will guide you through the steps, and, if applicable, help schedule a pickup for return.

5. Hours of Operation

Our customer service team is available during the following hours:

• Monday to Friday: 8 AM to 11pm
• Friday: 8am-12pm and 2pm-12am
• Public Holidays: Closed

If you contact us outside of business hours, we will respond on the next business day.

6. Feedback and Suggestions

We value your feedback! If you have any suggestions to improve our services or products, please feel free to share them with us via email or live chat. Your input helps us enhance your shopping experience.

7. Complaints Handling

If you are dissatisfied with any part of our service, we are here to resolve your issue:

• Please contact our customer service team and provide the details of your complaint.
• We will investigate the matter and respond with a solution within 24 hours.

If your issue is not resolved to your satisfaction, you may escalate it to our senior management team by requesting further review.

8. Customer Service Commitment

At Groscart, we are committed to providing excellent customer service. We aim to resolve your issues efficiently and to ensure your shopping experience is as smooth and enjoyable as possible.

We believe in fostering long-term relationships with our customers and are dedicated to maintaining the highest standards of service.