Frequently Asked Questions

Kindly check the FAQ below if you are not very familiar with the functioning of this website. If your query is of an urgent nature and is different from the set of questions, then do write to us at or call us at 033 2353 0014  between 11 am & 6 pm on Monday to Saturday to get our immediate help on anything.

Registration Process

Q. How do I register?

A. You can register by clicking on the “Login and Sign Up” button at the top right corner of the home page. Please provide the information in the ” Sign Up” form that appears. You can review the terms and conditions, provide your payment mode details and submit the registration information.

Q. Are there any charges for registration?

A. No. Registration at is absolutely free of cost.

Q. Do I have to necessarily register to shop at

A. You can surf and add products to the cart without registration, but only registered shoppers will be able to checkout and place orders. Registered members have to be logged in at the time of checking out the cart, they will be prompted to do so if they are not logged in.

Q. Can I have multiple registrations?

A. Each email address and contact phone number can only be associated with one cartTray account.

Q. Can I have multiple accounts with the same mobile number and email id?

A. Each email address and phone number can be associated with one cartTray account only.

Account Related Queries

Q. What is My Account?

A. My Account is the section where you reach after you log in at My Account allows you to track your orders, Address as well as see your wishlist, Account Details and update your contact details.

Q. How do I reset my password?

A. You need to enter your email address on the Login page and click on forgot password. An email with a reset password will be sent to your email address. With this, you can change your password. In case of any further issues, please contact our customer support team at

Q. What is My Wishlist?

A. My Wishlist is a comprehensive list of all the items, which can be stored as favorite products and can be ordered late on This will enable you to shop quickly and easily in the future.


Payment Related Queries

Q. What are the modes of payment?

A. You can pay for your order at using the following modes of payment a) Cash on delivery and, b) PayPal.

Q. Are there any other charges or taxes in addition to the price shown?

A. There will be no other charges apart from the GST. However, GST will be applicable as per Government Regulizations.  (All prices will be shown, including GST)

Q. Is it safe to use my credit/ debit card at

A. Yes, it is absolutely safe to use your card at A recent directive from RBI makes it mandatory to have an additional authentication pass code verified by VISA (VBV) or MSC (Master Secure Code) which has to be entered by online shoppers while paying online using visa or master credit card. It means extra security for customers, thus making online shopping safer.

Q. What is the meaning of cash on delivery?

A. Cash on delivery means that you can pay for your order at the time of order delivery at your doorstep.

Q. If I pay by credit card how do I get the amount back for items not delivered?

A. If we are not able to deliver all the products in your order and you have already paid for them online, the balance amount will be refunded to your cartTray wallet account as store credit and you can use it at any time against your future orders. Should you want it to be credited to your bank account please contact our customer support team and we will refund it back on to your card.

Q. Where do I enter the coupon code?

A. Once you select your products and click on checkout, you will be prompted for payment method page. On the payment method page there is a box where you can enter any coupon code that you have. The amount will automatically be deducted from your invoice value.

Q. What is cartTray Wallet?

A. The cartTray Wallet is a pre-paid credit account that is associated with your cartTray account. This prepaid account allows you to pay a lump sum amount once to cartTray and then shop multiple times without having to pay each time. Also, this cartTray Wallet account keeps your store credit amount safe for future purchase.



Delivery Related Queries

Q. When will I receive my order?

A. In Kolkata your order will be delivered within 1-2 days. Also, your order will be delivered within 7-8 days in serviceable areas. (Outside of Kolkata Only). If we are unable to deliver the order during the specified time duration (this sometimes happens due to unforeseen situations).

Q. How will the delivery be done?

A. We have a dedicated team of delivery personnel and a fleet of vehicles operating across the city which ensures timely and accurate delivery to our customers.

Q. How do I change the delivery info (address to which I want products delivered)?

A. You can change your delivery address on our website once you log into your account. Click on “My Account” at the top right hand corner and go to the “Edit” section to change your delivery address. But once you placed your order, it cannot be changed. For that please contact with our customer care at 033 2353 0014 or write us at

Q. How much are the delivery charges?

A. Get free delivery for every order above Rs. 499/-. For orders of below 499/-, extra shipping charge Rs 50 will be applied.

Q.  Do you deliver in my area?

A. You will be able to check this detail at the top right side of the page where it mentioned “Areas We Deliver” by putting your pin code, also you can view every product page to check the same the time. If we are unable to deliver in your area – our system will inform you before the process.

Q. Will someone inform me if my order delivery gets delayed?

A. In case of a delay, our customer support team will keep you updated about your delivery.

Q. What is the minimum order for delivery?

A. There is no minimum order for delivery, however, for orders of below 499/-, extra shipping charge Rs 50 will be applied to your order.

Q. Do you do same day delivery?

A. No currently we do not do same day delivery. Please note, but in future will will try to come up with this option also.


Order Related Queries

Q. How do I add or remove products after placing my order?

A. Once you have placed your order you will not be able to make any modifications on the website. Please contact our customer support team for any modification of the order.

Q. Is it possible to order an item which is out of stock?

A. No you can only order products which are in stock. We try to ensure availability of all products on our website, however due to supply chain issues sometimes this is not possible. Also for any out of stock product, and any requirement of your product, you can request us by using our “Request a Product” option which you can be found at the middle right side of the website.

Q. How do I check the current status of my order?

A. The only way you can check the status of your order is by contacting our customer support team.

Q. How do I check which items were not available from my order? Will someone inform me about the items unavailable in my order before delivery?

A. You will receive a call from our side about unavailable items before the delivery of your order. (If There Will Be Any)

Q. Is there any order cancellation fee?

A. No. However, you can only cancel your order by calling or write a mail to our customer care within 2 hours after placing your order.

Q. When and how can I cancel an order?

A. You can only cancel your order by calling or write a mail to our customer care within 2 hours after placing your order.


Customer Related Queries

Q. How do I contact customer service?

A. Our customer service team is available from Monday to Saturday between 11 am to 6 pm. They can be reached at 033 2353 0014 or via email at

Q. What are your timings to contact customer service?

A. Our customer service team is available from Monday to Saturday between 11 am to 6 pm at 033 2353 0014

Q. How can I give feedback on the quality of customer service?

A. Our customer support team constantly strives to ensure the best shopping experience for all our customers. We would love to hear about your experience with Do write to us in case of positive or negative feedback or please go to our “Feedback” section which is the middle right side of the website and send us.



Other Queries

Q. Do you have offline stores?

A. No. We are a purely internet based company and do not have any brick and mortar stores.

Q. What do I do if an item is defective (broken, leaking, expired)?

A. We have 100% return policy. In case you are not satisfied with a product received you can return it to the delivery personnel at time of delivery or you can contact our customer support team and we will do the needful.

Q. How will I get my money back in case of a cancellation or return?

A. What are the modes of refund? The amount will be refunded to your account to use as store credit for your forthcoming purchases. In case of credit card payments, we can also credit the money back to your credit card. The money will be credited back to your account in 7-10 working days.  Please contact customer support for any further assistance regarding this issue.

Q. I am a corporate/ business. Can I place orders with

A. Yes, we do bulk supply of products at special prices to institutions such as schools, restaurants and corporates. Please contact us at to know more.

Q. I’d like to suggest some products. Who do I contact?

A. If you are unable to find a product or brand that you would like to shop for, please go to our “Request Your Product” option and send us, we will try our best to make the product available to you.

Q. How & where I can give my feedback?

A. We always welcome feedback, both positive and negative from all our customers. Please feel free to write to us and go to our “Feedback” section and send us your feedback or any suggestion and we will do our best to incorporate the same into our system.

Q. Is there an expiry date to my wallet credit?

A. No, there is no expiry date on the reward amount. Once the money is credited to your wallet, it stays there till it’s used.

Q. How do I check my wallet balance?

A. You can view your wallet balance and its associated details under “My cartTray Wallet” section in “My Accounts” page.


How Does it Work?

Q. Where do the products come from?

A. All our Special orders are processed from your local trusted neighborhood store and delivered to you by the carttray team. Also, we have direct tied up with some of the manufacturing companies. If you are not happy with any product, we have a No-Questions-Asked Return Policy and you can return them to our executive by giving us return request. Please note that is only facilitating the purchase of your favorite product from your local store or from the direct companies. is NOT responsible for the quality of the product.

Q. How is my order processed?

A. As soon as you place an order, the following actions take place:

1. You will get a notification through SMS or Email of the confirmed order along with the expected delivery time.

2. Our warehouse is notified of the order and the delivery time. Our warehouse then prepares your order, packs it and generates their invoice for the same.

3. Meanwhile, after the order is accepted by the our warehouse, an executive is deployed by to pick up the order from our warehouse and deliver the same to you.

4. After the order is delivered to you successfully, you will receive an SMS or Email confirming the delivery. You may also receive a call for feedback.

* Throughout the above stages, our Order Fulfillment Team continuously monitors the process so that you get the desired product within the time committed to you. In case the order cannot be processed for any reason whatsoever, the same will be informed to you at the earliest.

Q. How will I know if any item in my order is unavailable?

A. We try to make sure the inventory at the store is always updated so that your order can be fulfilled at all times. However, in case an item you ordered is unavailable at our warehouse at that time, our order fulfillment team will notify you of the same in quick time. They will also suggest possible alternatives for the out of stock product should you desire to change the order.


Other FAQ's

Q. The product I want is not available on How do I get my favorite neighborhood Specialty store listed on

You can write to for all suggestions related to new products or products. We will work extra hard to get the product listed on and get the product available to you.

Q. Can I make payment using any outside coupon for any orders or can I club my order with any coupon?

A. Unfortunately, you cannot pay for any orders with any outside coupons and you also cannot club any offers. However, all other modes of payment are accepted as standard such as Cash on Delivery, Online payment by credit or debit Cards/Net Banking etc.