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FAQ

Maate FAQ

ORDERING

    • How do I place my order?

      Step 1: Click on the Category of your choice.
      Step 2: Click on SHOP NOW.
      Step 3: Click on ADD TO CART.
      Step 4: Click on CHECKOUT where you must complete the details of your order
      and place your order successfully.
      If you have any further questions, you can call our helpdesk at 

      Care@maate.in or Call us at – 18001020605

  • Can I buy multiple products in single order?

    Yes. Just add all the products you wish to buy into your shopping bag and then complete your order.

  • Can I ship the products to an address that is different to my billing address?

    Yes. You can do this by filling in your address as the 'Billing address' and the address you wish to ship it to as the 'Shipping address'.

  • How do I know that my order is confirmed?

    For all Pre-paid & COD orders, once you place your order, your confirmation status will be automatically updated on your Account section. And a confirmation email will be sent to your registered email address

  • Can I leave items in my cart for future purchase?

    Yes, you can leave items in your cart, however the price and availability of these products will be reflected on a real time basis. Hence, there is a possibility that the product may go out of stock or the offer on the product may expire from the time you added it to your cart.

     

  • Do I have to have an account to place an order?

    No you can either shop as a Guest or Register an account .An account on our website will make your shopping experience swift and simple. You can enjoy rating and reviewing our products as per your experience, you can also check your previous orders that are pending and also be able to cancel and refund if you may want so.

  • How do I sign up for a Maate account?

    All you need to do is provide us with your name, email address, mobile number and a password of your choice.

  • What are the benefits of signing in?

    Signing up for an account will give you benefits and give you a superior experience while shopping on Maate. Your account allows you to:
    1. Track all past and present orders at any time in one place.

    2. Notifications as soon as your favourite products are back in stock.

    3. Rate and review products.

    4. Never fill in your address and payment details more than once.

  • Why was my order payment rejected?

    There are various reasons why this may have happened but we suggest the following step. Firstly, check with your bank to ensure there are funds available to pay for your order. Secondly, check if your debit, credit or net banking system information is valid and up to date. If you were recently issued a new card some of the information may have changed. Please confirm your credit card details and try again in that case. Thirdly, check that your name and address match the name and address on your current credit card.

  • I cannot complete my registration, what do I need to do?

    Contact us, detailing the problem you have encountered. You can either email us on care@maate.in or call us on 18001020506 and our Customer Care will be happy to assist you.

  • I forgot my password, what can I do?

    If you have forgotten your password, you can request your password to be sent to the email address you have previously registered with us by clicking the Forgot Password link. You will be taken to a page where you can enter your email address and set a new password will be sent to you.

  • How do I make changes to my order?

    Changes to the content of your order can be made by you at any point whilst placing your order. Once you have confirmed your order and made payment, we regret to advise that no changes can be made to those content. If you have selected the incorrect products, please review our return policy. Once the order has been completed, there is a limited opportunity to cancel the order with us. If you wish to do this, please call our Customer Care Team as soon as possible on 18001020506. Please note that at this time we will be unable to guarantee successful cancellation of the order and advise that you check your order carefully before you confirm.

  • What if an item is out of stock?
  • Can I place my order over the phone?

    Yes, we are happy to take your order over the telephone. Please contact us on 18001020506 where our Customer Care will be happy to help you.

  • What payment types do you offer?

    You can pay for purchases using Cash on Delivery, Debit, Credit card, Netbanking methods as well as a variety of Wallets such as Paytm, Freecharge, Mobikwik etc.

  • Can I ship to multiple addresses?

    We are unable to ship to multiple shipping addresses in a single order. If you would like to ship to multiple addresses, please place a different order for each delivery address.

  • Is GST (Goods & Services Tax) included?

    Yes there is the applicable GST on all orders. All prices shown are GST inclusive

  • I am having some issues on the site. What advice can you give me to successfully place my order?

    Please contact our Customer Care on 18001020506 and we will be happy to talk you through and help you solve any issues you may be experiencing

  • How safe is it to use my debit/credit card or make an online payment on Maate.in?

    We use the CC Avenue Secure payment gateway for all card payments and also for Net banking. These are standard secure payment methods so that we can ensure that all your online transactions with us are processed in an extremely safe manner. The 3D Secure password is an additional password that you'll be asked to enter after in your card details on the payment page. You'll be redirected to your individual bank's page where you'll have to enter the Verified by Visa password for Visa cards or SecureCode password for MasterCard cards. Your card-issuing bank will give this password to you and you should have this password prior to shopping on our site.

  • How do I find out what products will be coming up?

    If you are registered with us, we will share regular email alerts with you about upcoming products. We also feature our newly launched products with a 'New Launch' marker on our home page for ease of browsing and shopping.

  • What is Cash on Delivery (COD)?

    If you are still uncomfortable making online payments, you can use our Cash on Delivery (COD) facility. This facility allows you to pay your invoice amount in cash at the time of actual delivery at your doorstep. You can only make COD payments in Indian Rupees. Currently, we do not accept cheque or demand drafts. Due to the limitations of the couriers we use, COD is not yet available for all pin codes.

  • How do I avail of the COD facility?

    COD facility is available for India orders only. When you are entering your payment details at the checkout page, you can click on Cash on Delivery as the payment method.

  • Is COD available for delivery to all locations in India?

    Due to the limitations of the couriers we use, COD is not yet available for all pin codes in India.

  • Would I be charged for availing of the COD option?

    There's no specific charge to avail COD on any order.

Shipping And Delivery

  • How does the delivery process work?

    All our deliveries are serviced through well-reputed couriers. As soon as your order is dispatched, you will receive an email with your package's tracking number as well as the name of the courier company that is processing your order. You can use the tracking number to track the status of your package on the courier company's website.

  • What is the range of locations to which we ship our products?

    We ship products throughout India, the range is dependent on the pin code coverage our logistic partners provide

  • How Can I track my order?

    We dispatch most orders within 3-5 days of receiving the order (i.e. excluding Sundays and public holidays). You can track your order from the airway bill number that is sent to you via email once your order is dispatched.

  • How are the items packaged at Maate?

    Each product in your order is first wrapped in corrugated sheets and then placed in a sturdy carton. The box is then taped and prepared for shipping. To reduce our carbon footprint and overall impact on the environment, we are trying to minimize the use of plastics, bubble wrap and thermacol. We are constantly researching for bio-degradable packing & environment friendly packing

Returns, Cancellations & Exchanges

  • What is your Online Return Policy?

    We believe strongly in our products and their quality and want you to be completely happy with your purchase. If you are disappointed in any way we would like to know. Please see our Returns and Refunds Policy.

  • How do I cancel my order?

    Cancellation before shipment: You may cancel your order by going to your Account section and clicking on cancel order.

  • How will I get a refund for my cancelled orders and how long will this process take?

    Please refer to our Returns and Refunds Policy to understand if your order qualifies for a return. For pre-paid orders that have not yet been shipped, your order will be cancelled within 24 hours of cancellation and reflect as per your bank guidelines which is usually within 10 business days. For all orders that have been delivered, we do not entertain Return requests unless the order qualifies as per our Returns and Refunds Policy. For any such requirements, please call our Customer Care on 18001020506 (Timings: 10am-6pm IST) or email us at care@maate.in

Authenticity & Quality Standards

  • What measures does we take to ensure the quality of Maate products?

    From the sourcing of the raw materials to checking efficacy of our products, Maate ensures that only the very best quality products are prepared for your family. Key ingredients are quarantined before being subjected to microbiology test, only after that they are deemed fit to be used in a formulation. Every finished batch is test in an independent NABL Lab before being shipped to you. To provide long lasting health benefits for your baby, the product efficacy is regularly checked ensuring a healthy & happy Maate baby

  • Do the storage systems ensure that the quality of the products is intact?

    All of our inventory is kept in our own warehouse. We store, manage and ship our products to you, no matter where you are, with the utmost care and efficiency.

Shipping & Delivery

  • By when can I expect delivery of my order?

    For India orders – All domestic orders are processed within 3-5 business days. You can expect delivery of the order within 3-7 business day. For locations which are in the interiors or in difficult coverage area, this may take between 10-12 working days. You can always track your orders via the airway bill number provided sent to your registered email address

  • What do I need to know about my order delivery?

    Goods will need to be signed for upon delivery. If you cannot be there to sign for your delivery please suggest an alternative i.e. a family member, colleague, neighbor, etc. We highly recommend that you take your order delivery yourself as Maate takes no responsibility for goods signed by an alternative person.

  • What if I receive an incomplete, incorrect or damaged order?

    While we try our best to fulfil your orders correctly and in the best manner possible, for any complaints with regards to your order please contact Customer Care within 3 business days of your order delivery for resolution.