FAQ


FAQ

General Questions

What is the shipping address I need to use while purchasing from a website?

If you are buying from a US website, you need to use the shipping address that you are given after you had signed-up. The address will look like this:

Your Name

Suite # XXXXX

3067 PS Business Center Drive,

Woodbridge, VA – 22192

Phone : +1 202-867-6461

If you are buying from India, the address you need to give on your shipping details is :

Your Name

Suite # XXXXX

8/114 Old Trunk Road,

Pallavaram, Chennai – 600043.

Phone : 9894844599

The suite # is absolutely required. Once the product is delivered to our warehouse, we will ship the package to the address you want it to be sent.

What is the billing address I need to use while purchasing from a website?

You need to use the billing address associated with your credit card while purchasing. The billing address will be different from the shipping address (as the shipping address will be provided to you by us).

What is a Pin Code or Zip Code?

Pin Code is the terminology for Postal Code used in India while Zip Code is used in the USA. For the India warehouse, the Pin Code is 600043 while for the US Warehouse its Zip Code is 22192.

When I enter the Pin Code in shipping address for India warehouse, the 'City' field auto-filled as Kanchipuram. I thought the warehouse is in Chennai?

Kanchipuram is the district in which the warehouse is located. Either Kanchipuram or Chennai will work.

Do you accept deliveries on Saturday/Sunday?

USA Warehouse – Closed every Saturday and Sunday.

India Warehouse – Closed Sunday and first Saturday of every month.

I have sent a package using the address 1GT has provided me. Do I need to notify you of the incoming package?

There is no requirement on you to notify us of the incoming package. But you have the option of using the “Incoming Package Notification” to provide us with the tracking details of the package. You will see this option in the menu once you are registered and login in to the portal. We use the tracking details to ensure that the package carrier delivers the package to us promptly and accurately.

What shipping carriers do you use to ship packages?

We use UPS, USPS, DHL, Fedex and India Courier. We are looking at adding additional carries in order to give you more options.

What are the payment options?

Our Payment Gateway Provider is ccavenue. We can accept all credit and debit cards including Visa, MasterCard, American Express and more. We also can accept wire transfer, Moneygram or Western Union to our bank account. We can also send you a PayPal link for payment.

I want to ship items that are greater than 100 lbs. What do I do?

Please send us an email to [email protected] with relevant details and we will get back to you with a quote. We do ship freight over air and sea.

Do you offer Cash on delivery (COD)?

We do not offer cash on delivery service.

How do I track my orders?

We will notify you with the tracking number for all orders leaving our warehouse. The tracking number will be sent via email and is also be available in your account.

For packages you have ordered and sending to our warehouse, we obviously will not know the tracking number. Please contact the merchant you had purchased from for the tracking number.

What is volumetric pricing?

Volumetric pricing is an estimated weight that is calculated from the length, width and height of a package. This is different from the actual weight, and might differ from carrier to carrier.

What do you do with the original packaging?

It’s completely up to you. You can either choose to have all your items sent in the original packaging, or you can also choose to discard the packaging before sending it. Generally, we will try to send the package in its original package (like for iPhones, CD’s, beauty products etc) but in some extreme cases we may discard the original packaging.

Can I get photos?

We are more than happy to send photos. All you need to do is request them, and we will send some over to you.

I am trying to sending my package via Post but the Postal option is not presented during check-out process?

Postal will not be presented as an option if your item is over-sized, or contains a Lithium ion or metal battery. If your items is neither, please contact us to resolve the issue.

I want to send gifts to my family or friends. Can I use your service?

Absolutely. Just sign up for our services and use the address we have provided you as your shipping address for your purchases. You can then provide us with the address you want us to ship the products to and we will ship it for you. Save trips to the post office or waiting for those packages. It is like having your own personal mail room concierge.

Why are you asking for my invoice value?

We send the invoices along with the packages in order to help Customs to clear the packages faster. Although please be aware that Customs can appraise their own value – even with an invoice.

What happens if I want to return an item after it has reached me?

We will work with you as much as we can to help make the process easier. Although as you will have already paid for the item to be shipped and paid the Customs Duty, you won’t get that back.

What is your refund and cancellation policy?

If a package being lost or damaged, we will fully refund the fulfillment charge and pay you up to $100 for all packages (unless additional insurance was purchased). We will request you to send us a picture of the damaged package for damaged items.

All shipments (including via post) are automatically covered up to $100 to protect against loss or damage. Additional insurance can be purchased.

Cancellation to any Assisted Purchase order is fully refundable as long as the cancellation is done prior to the order being placed.

All shipping charges are non-refundable.

We will send all refunds back to your account/card within 2 business days. However it might take longer for your bank/card to credit your account depending on the bank/card’s policy.

What happens if I change my mind after buying the item?

We will return it to the sender free of charge the first time. However if the sender does not accept returns, then there is nothing we can do, other than dispose of the item at your discretion.

Assisted Purchases / Personal Shopper

I am doing an Assisted Purchase and I notice the price 1GT has quoted is different from the price on website. Why?

The price on the website does not include state taxes and/or any delivery cost charged by the seller. In our quoted price, we include the shipping cost and our service cost along with the aforementioned costs.

What is a KYC form, and why do your Indian customer need to submit it?

We will be collecting a Know Your Customer (KYC) form for our customers living in India. A KYC form is required for clearing your items through the Indian Customs and if you are doing Assisted Purchases.

What is daily deals?

Through our Daily deals page, we like to bring to you the best products, bargains, and brands from all around the world to both showcase these products to you and to save you money. For disclosure purposes, the page does contain a few affiliate links that might earn us a small commission if you make a purchase, while the vast majority of the links do not. THIS SECTION IS CURRENTLY CLOSED FOR REDESIGN.

We also have a permanent Pinterest post in our Daily deals page where we try to curate more products.

Website and Social platforms

My Sign-in screen is not loading. What do I do?

If you are just seeing the “Rubik-cube” rotating and not proceeding to the login screen, please try clearing the browser cache and trying again. You can also try using another browser.

How secure is your website?

We have made our website https (indicated by a green padlock in your address bar) compliant to ensure all communication between the website and your browser is encrypted. Please note that Pages with Pinterest images will not display the green padlock.

Problems with website?

What is your policy with posting on Facebook, Google+ and Pinterest?

We will not be post anything in your social accounts with your permission.

I love 1GrandTrunk.com and I want to share it. What can I do?

We are on Facebook, Instagram , Pinterest and Twitter. Please share, follow, pin, tweet, and give us a shout out to your friends and family. The more the merrier.

Restrictions and Donts

Can I send my postal mail to the address?

No, we don’t accept your mail or offer locker box services. The address provided to you cannot be used on any government official forms or communications. The address is solely meant to be used for receiving and shipping your online shopping orders.

Do you accept drop-offs?

No, we are not equipped to handle personal drop-offs.

What is the maximum dimension and/or weight you will send?

As a general rule of thumb, we do not accept or send any items that weigh more than 100 lbs, or more than 3 feet in length, width or height. But please feel free to contact us ahead and see whether we can make an exception.

What items are forbidden?

We do not accept or ship any items that can be considered offensive, prohibited, hazardous or dangerous items, such as fire extinguishers, chemicals, plants, seeds, animal parts, weapons, ammunition, or counterfeit item or other items that a mail carrier would not accept.

Please note that all items are shipped via air and so we follow much more stringent restrictions than for carriers that ship via ground or sea.

What items are prohibited to be sent to my country?

We also do not ship any items that are not allowed or prohibited in the destination country. We also reserve the right to not ship any items even if they are allowed by the carrier.

You can find more information about the prohibited items by country in these pages.

Prohibited items – DHL

Prohibited items – Fedex (PDF)

Prohibited items – India Post (PDF)

Prohibited items – UPS

Prohibited items – USPS

Do you ship lithium batteries or aerosols?

It depends on the type and size of batteries, and if the batteries are contained in the equipment/packed with equipment or just batteris. Currently, we can ship batteries less than 100Wh using UPS from USA. Smaller batteries can be sent using USPS or other courier.

We can ship packages containing Li-ion batteries only using DHL from India.

Please note that these packages require special handling and so would cost more. The battery requirements and regulations keeps changing almost monthly. Please contact us to learn more.

What does an ``export declined item`` status in your system mean?

Export declined items include monetary instruments like currency, gold coins, etc that are prohibited for export. We also reserve the right to refuse export of items that we consider to be dangerous, prohibited, restricted or unsafe for shipment.

Customs and duty

What about Customs duty and taxes?

You have two options. You can either pay us ahead of the estimated customs duty, or you can choose to pay it directly to the carrier. We do strongly recommend that you directly pay the shipping carrier at the time of delivery. You can check out dutycalculator.com or other websites to help you estimate customs cost.

How can I prepay for Customs duty and taxes?

You can elect to prepay customs duty with some of our carriers to countries that allow prepayment of customs duty. Do note that the carriers can charge you an extra $10 to $20 on top of the customs duty to provide this service.

What are the Customs Rules in my country?

Different countries have different rules regarding shipping and customs. We recommend that you check with your customs carrier first, and if you are still in doubt, please email us at [email protected] with our query and we will try to find the answer for you.

I bought an item from outside the country and it is being held at US / India Customs on the way to your warehouse. Can you please assist me in clearing Customs?

No. We cannot assist you with this request. The only packages we will accept are the ones that arrives at our warehouse.

Merchants

I require fulfillment operations in USA and/or India . Do you provide this service?

We do provide fulfillment operations in India and USA through our parent company. Please contact us at [email protected] with the subject “Fulfillment” and we will put you in touch with the right team.

Can I partner with 1GrandTrunk for providing shipping from my country?

Lets talk! Please contact us at [email protected] with the subject “Partner” and we will be in touch.

I am a merchant, and I do not want my items to be forwarded outside the country. What do I do?

Please contact us and let us know if you do not want us to export items from your website. We believe that we are promoting your brand and helping your business by allowing international shoppers to shop for items at affordable shipping rates. But we will honor your stop request when we receive it.

I am a merchant, and I have a chargeback fee as the payment was discovered to be fraud, and I have sent the shipment to your warehouse?

We take fraud very seriously. Please contact us immediately and we will stop the shipment from being shipped until the issue is resolved.

Don’t see the answer to your question? Email us at [email protected] or you can also get in touch with our support team via

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