ACCOUNT RELATED
What is ‘My Account’? How do I update my information?
It is easy to update your ProQuest account and view your orders any time through ‘My Account’. My Account’ allows you complete control over your transactions on ProQuest. Manage/edit your personal data like address, phone numbers, email ids, change your password, track the status of your orders, place re-orders, find details about your reward points and your wishlist.
ORDER STATUS RELATED
What do the different order status mean?
Payment Pending Authorization: Your order has been logged and we are waiting for authorization from the payment gateway.
Payment Authorized, Order under Processing: Authorization has been received from the payment gateway and your order is being processed by the seller.
COD Verification Pending: Your order has been received by us but is processed only after a verification call if made to your number and you verify the COD order.
Order Shipped: Your order has been shipped by the seller and is on its way to the location specified by you for delivery.
Order Cancelled: The order was cancelled.
How do I know my order has been confirmed?
Once your order has been logged and payment authorization has been received, the Brand confirms receipt of the order and begins processing it.
You will receive an email containing the details of your order when the Brand receives it and confirms the same. In this mail you will be provided with a unique Order ID, a listing of the item(s) you have ordered and the expected dispatch or delivery time.
You will also be notified when the item(s) are shipped to you. Shipping details will be provided with the respective tracking number(s).
Can I order a product that is ‘Sold Out’?
Unfortunately, products listed as ‘Sold Out’ are not available for sale. Please use the ‘Notify Me’ feature to be informed of the product’s availability.
How do I check the current status of my orders?
You can review the status of your orders and other related information in the ‘My Account’ section
In the My Account page, click on the ‘My Orders’ link to view the status of all your orders. To view the status of a specific order, click on the ‘Order Number’ link.
PAYMENT RELATED
How do I pay for a ProQuest purchase?
There are zero hidden charges when you make a purchase on ProQuest. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay.
You may use Credit cards/Debit cards, Internet Banking and Cash on Delivery to make your purchase.
Are there any hidden charges when I make a purchase on ProQuest?
There are zero hidden charges when you make a purchase on ProQuest. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay.
You would be charged Rs 50 delivery charges if your order is less than Rs 999. Also a Rs 50 COD charges are applicable if your COD purchase is less than Rs 999.
What is Cash on Delivery?
If you are not comfortable making an online payment on Proquestnutrition.com, you can opt for the Cash on Delivery payment mode. With COD you can pay in cash at the time of actual delivery of the product at your doorstep, without requiring you to make any advance payment online
The maximum order value for a Cash on Delivery (C-O-D) payment is Rs 10,000. It is strictly a cash-only payment method. Rs 50 COD charges are applicable if your order total is less than Rs 999
How do I pay using a credit/debit card?
Credit cards
We accept payments made using Visa, MasterCard and American Express credit cards.
To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to the bank’s page for entering the online 3D Secure password.
Debit cards
We accept payments made using Visa, MasterCard and Maestro debit cards.
To pay using your debit card at checkout, you will need your card number, expiry date (optional for Maestro cards), three-digit CVV number (optional for Maestro cards). You will then be redirected to your bank’s secure page for entering your online password (issued by your bank) to complete the payment.
How do I place a Cash on Delivery (COD) order?
All items that have the “Cash on Delivery Available” icon are valid for order by Cash on Delivery.
Add the item(s) to your cart and proceed to checkout. When prompted to choose a payment option, select “Pay By Cash on Delivery”. Enter the name and contact details of the person who would be receiving the COD order.
Please verify your order by giving us a call on +91-9015200522 from the number you have given as Cash On Delivery number in the payment options. In case you are unable to make this call, we will give you a call to confirm the order.
Once verified and confirmed, your order will be processed for shipment in the time specified, from the date of confirmation. You will be required to make a cash-only payment to our courier partner at the time of delivery of your order to complete the payment.
Terms & Conditions:
The maximum order value for COD is Rs 10,000.
Rs 50 COD charges for orders under Rs 999.
I tried placing my order using my debit card/credit card/Net Banking but the order was not successful. What happens to the money deducted from the card?
Please check your bank/credit card account to first ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 7 business days. The time taken can vary from bank to bank and we unfortunately won’t be able to expedite this. Please check with your bank for more details.
If your bank informs you otherwise please get back to us. If the money has been credited to our account we would initiate refund within 3 days of your request. Receipt of the refund would however depend on the mode of payment mode chosen by you. The expected timelines are as below:
Net Banking 2-4 business days
Debit Card 5-7 business days
Credit Card 7-21 business days
I tried placing my order using my debit card/credit card/Net Banking but the order was not successful. What happens to ProQuest reward points deducted from my Account?
In case your order is not successful and ProQuest reward points has been deducted from your account we would proactively initiate refund within 3 days.
What should I do if my payment fails?
In case of a payment failure, please retry ensuring: Information passed on to payment gateway is accurate i.e. account details, billing address, password (for net banking) Your Internet connection is not disrupted in the process.
If your account has been debited after a payment failure, it is normally rolled back to your bank account within 7 business days. You can email us on care@Proquestnutrition.com or please give us a call with your order number for any clarification.
Why is COD not available to me?
Cash on Delivery (COD) option is not offered by our Courier partners at few serviceable locations. Also, COD option is not available on some of our products. Hence, based on your location and your choice of products, COD option may not be available to you. However, you can always opt for payment through Net Banking or Credit/Debit Card.
DELIVERY RELATED
How do you ship your orders?
We ship certain heavy items by ground couriers while other light items are shipped by air. For a few remote locations where there is no other courier service available, we use India Post to deliver your orders.
Do you ship to international locations?
We currently ship only within India and do not ship to any international location.
How much time does it take for an order to be delivered?
We deliver your order within 2-3 working days post-dispatch in A-1 and A-2 Metros (New Delhi, Mumbai, Kolkata, Bengaluru, Chennai, Pune, Ahmedabad and Hyderabad). For the rest of the cities, we deliver between 2-5 business days. Delivery by ground takes a little longer than air couriers. Ground-shipped orders are delivered to you between 5-7 business days post-dispatch. Deliveries to very remote locations such as North East may take up to 7 business days or longer, depending on the location’s geographical constraints.
How can I track my order?
As soon as we ship your order, you receive an e-mail notification with a link to track your order. You can also access this information from your ‘My Account’ section at the top right corner on our website www.proquestnutrition.com. Online tracking usually goes live within 24-48 business hours post shipping.
How long do you take to dispatch an order?
The duration of dispatching an order depends on the type of order you have placed. Types of order are:
We strive to dispatch your order as soon as possible. In case you have placed a mixed order of In-stock.
At all steps of your order processing, we are in constant touch with you over phone, email and SMS to keep you updated.
What are the shipping charges on www.proquestnutrition.com
We deliver an order free of cost at your doorstep for all orders above Rs 999. We bear all the Octroi/sales tax and there is no additional shipping charge that you have to pay at the time of the delivery.
However, if you order amount is less than Rs 999, a minimal shipping charge of Rs 50 is applicable.
Note: Certain additional procedures like state-wise taxes may apply to your order depending upon you order type, the utility of your order, the order size and the state/region the order is being delivered to.
Why dispatch of heavy products take more than the expected time?
Certain times waybill/road permit is required for heavy products transferred from one state to another so, if you don’t fall under this, consider yourself lucky!!
Dispatch of heavy products take more than the expected time:
l. Firstly, the fulfillment of your order may require a certain road permit/declaration/inward form to be filled, which can either be downloaded from the respective state’s sales tax website or one has to physically go to the nearest sales tax office to procure the above.
2. Also, at times entry taxes as per the Commercial Tax Government rules are levied by the respective state where the goods are shipped (However, it might vary from product to product.)
3. The customer is liable to fill road permit/declaration/inward form and/or pay the entry tax to fulfill the order.
4. The failure of filling the form or not paying the entry tax leads to shipment hold, which eventually may lead to order cancellation & refund.
5. Hence, to have a smooth product dispatch process, form filling and payment of entry taxes wherever required plays a major role.
RETURNS & REFUNDS
What is the general return policy on ProQuest?
14 Day Return Policy :
We offer you complete peace of mind while ordering at ProQuest – you can return all items within 14 days of receipt of goods.
If you are not satisfied with what you have bought, we gladly take it back within 14 days from the date of delivery, provided the product is unused and is in a sealed condition. If you have paid by card then we will reverse the payment. In case of Cash on Delivery or Bank Deposits as modes of payment, we will issue a cheque in the registered name of the customer.
Please ensure however that the product is unused and the tags, boxes and other packaging is intact.
What should I do if I receive a Defective Item?
If an item is found defective, please get in touch with our customer care on care@proquestnutrition.com or call us on +91-9015200222 within 14 days of receipt of the product. We will arrange a reverse pickup for the product and then issue either a full refund or a different item in exchange, as per your request. Please note that replacements are subject to availability of the particular product.
Is there a category specific policy for returns?
Nutrition: Products should be received in original packaging and sealed condition. Opened or used boxes will not be accepted as returns. For issues like rashes, stomach upset, headache, flavor like/dislike, flavor difference from one product to other etc. products would not be applicable for return. Please consult with the doctor before buying the product
Following shall NOT be eligible for return or replacement:
1. Damages due to misuse of product
2. Incidental damage due to malfunctioning of product
3. Any consumable item which has been used or installed
4. Products with tampered or missing serial / UPC numbers
Any damage / defect which are not covered under the manufacturer’s warranty
Any product that is returned without all original packaging and accessories, including the box, manufacturer’s packaging if any, and all other items originally included with the product(s) delivered
Some special rules for promotional offers may override “Proquestnutrition.com 14 Day Returns Policy”
In case of any queries, please write to our customer care on care@proquestnutrition.com or call us on +91-9015200222
I need to return an item, how do I arrange for a pick-up?
You can Contact Us to initiate a return. You will receive a call explaining the process, once you have initiated a return.
Wherever possible we will facilitate the pick-up of the item through our courier partners. In case, the pick-up cannot be arranged by us, you can return the item through a third-party courier service and provide us the necessary details. We will initiate the Refund once we will receive the Product in good condition.
What are the modes of refund available after cancellation?
Back to Source – In this case, the money will be refunded back to the payment mode/account that was originally used to make the transaction, once the product is received by us in good condition.
For COD Orders – We will issue Cheque in the registered name of the customer.
Once you have requested the cancellation of item(s) in your order, ProQuest will complete the cancellation and initiate the refund, depending on your preference.
COUPONS & REWARD POINTS
What is a promo coupon?
To give you the best deals around, we occasionally issue promo coupons. It is a simple code which can be applied to get discounts.
Can I club two coupons in one purchase?
No two coupons can be applied at the same time. In general our promotions cannot be used in conjunction with any other offer.
How do I use a promo coupon?
Add products you want to shop in your cart. Once you are on the cart page, you will see the list of offers available for you which you can apply on your cart. Also you can enter the coupon code on this page. You would have to be logged in to be able to use any offers or coupons.
