Help & FAQ - Shiva Electronics
Welcome to Shiva Electronics Help Center! Here you'll find answers to the most commonly asked questions about our products, services, ordering process, and more. If you can't find what you're looking for, please don't hesitate to contact our customer support team.
ORDERING & PAYMENT
Q: How do I place an order?
A: Browse our electronics catalog, select the products you want, add them to your cart, and proceed to checkout. Fill in your shipping details and payment information to complete your order. You'll receive an order confirmation email once your purchase is successful.
Q: What payment methods do you accept?
A: We accept Credit Cards (Visa, Mastercard, American Express), Debit Cards, Net Banking, UPI, Digital Wallets, and Cash on Delivery (COD) for eligible orders.
Q: Is it safe to use my credit card on your website?
A: Yes, absolutely! We use industry-standard SSL encryption to protect your payment information. All transactions are processed through secure payment gateways. We never store your complete credit card details on our servers.
Q: Can I modify or cancel my order?
A: You can modify or cancel your order within 2 hours of placing it by contacting our customer service. Once the order is processed for shipping, modifications may not be possible.
Q: Do you offer EMI options?
A: Yes, we offer EMI (Easy Monthly Installment) options on select electronics products. EMI availability depends on your bank and the product price. Check the product page for EMI options.
SHIPPING & DELIVERY
Q: How long does delivery take?
A: Delivery times vary by location:
• Metro cities: 2-4 business days
• Other cities: 4-7 business days
• Remote areas: 7-10 business days
You'll receive tracking information once your order ships.
Q: Do you ship internationally?
A: Currently, we only ship within India. International shipping is not available at this time.
Q: What are the shipping charges?
A: Shipping charges depend on your location and order value. Orders above ₹[Amount] qualify for free shipping. Exact charges will be displayed at checkout.
Q: How can I track my order?
A: Once your order ships, you'll receive a tracking number via email and SMS. You can track your order on our website or the courier company's website using this tracking number.
Q: What if I'm not available during delivery?
A: The delivery partner will attempt delivery 2-3 times. If you're unavailable, they'll leave a notification. You can reschedule delivery or arrange for pickup from the nearest courier office.
PRODUCTS & WARRANTY
Q: Are all products brand new?
A: Yes, all electronics products sold by Shiva Electronics are 100% brand new, genuine, and come with manufacturer warranty unless specifically mentioned as refurbished.
Q: Do products come with warranty?
A: Yes, all electronics products come with manufacturer warranty. Warranty period varies by product and brand (typically 6 months to 2 years). Check the product description for specific warranty details.
Q: How do I claim warranty?
A: For warranty claims, contact us with your order number and warranty card. We'll coordinate with the manufacturer for repair or replacement. Keep your invoice and warranty card safe.
Q: What if I receive a defective product?
A: If you receive a defective product, contact us within 48 hours of delivery with photos/videos. We'll arrange for immediate replacement or full refund at no additional cost.
Q: Can I see the product before purchasing?
A: We don't have physical showrooms currently. However, our website provides detailed product descriptions, specifications, images, and customer reviews to help you make informed decisions.
RETURNS & REFUNDS
Q: What is your return policy?
A: We accept returns of unopened, unused electronics products within 14 days of delivery. Products must be in original packaging with all accessories intact. Please refer to our detailed Return Policy page.
Q: How do I return a product?
A: Contact our customer service within 14 days of delivery. We'll provide return authorization and a prepaid shipping label. Pack the item securely and ship it back to us.
Q: When will I receive my refund?
A: Refunds are processed within 7-10 business days after we receive and inspect the returned product. The amount will be credited to your original payment method.
Q: Can I exchange a product?
A: Yes, exchanges are available for defective products or if you received the wrong item. Contact us to arrange an exchange. For different product exchanges, you'll need to return the original and place a new order.
ACCOUNT & SECURITY
Q: Do I need to create an account to shop?
A: You can checkout as a guest, but creating an account allows you to track orders, save addresses, view order history, and get faster checkout on future purchases.
Q: How do I reset my password?
A: Click on "Forgot Password" on the login page, enter your registered email, and you'll receive a password reset link. Follow the instructions to create a new password.
Q: Is my personal information secure?
A: Yes, we take data security seriously. Your personal information is encrypted and stored securely. We never share your information with third parties without your consent. Read our Privacy Policy for details.
TECHNICAL SUPPORT
Q: Do you provide installation services?
A: Installation services are available for select products like air conditioners, washing machines, and TVs. Check the product page or contact us for installation details and charges.
Q: Where can I find product manuals?
A: Product manuals are included in the box. You can also download digital copies from the manufacturer's website or contact us for assistance.
Q: What if I need technical support for my product?
A: For technical issues, first refer to the product manual. If the issue persists, contact the manufacturer's customer service or reach out to us for assistance.
PRICING & OFFERS
Q: Why do prices change?
A: Electronics prices fluctuate based on market conditions, demand, and manufacturer pricing. We update prices regularly to offer competitive rates. Prices are confirmed at checkout.
Q: Do you offer bulk discounts?
A: Yes, we offer special pricing for bulk orders. Contact our sales team at [Your Email] with your requirements for a custom quote.
Q: How do I use a coupon code?
A: Enter your coupon code in the "Promo Code" field during checkout and click "Apply." The discount will be reflected in your order total. Terms and conditions apply.
Q: Can I combine multiple offers?
A: Generally, only one promotional offer or coupon code can be used per order. Check the specific terms and conditions of each offer.
CUSTOMER SERVICE
Q: How can I contact customer support?
A: You can reach us via:
• Email: [Your Email]
• Phone: [Your Phone]
• WhatsApp: [Your WhatsApp]
• Live Chat: Available on our website
• Customer Service Hours: [Your Hours]
Q: How quickly will I get a response?
A: We aim to respond to all inquiries within 24 hours on business days. For urgent matters, please call our customer service hotline.
Q: Can I visit your store physically?
A: We are primarily an online electronics store. For product demonstrations or inquiries, please contact us to schedule an appointment at our office/warehouse.
GENERAL QUESTIONS
Q: Are the product images accurate?
A: We strive to display accurate product images. However, actual product appearance may vary slightly due to screen settings and photography. Always refer to product specifications.
Q: Do you sell refurbished products?
A: We primarily sell brand new products. If we offer refurbished items, they will be clearly marked as such with appropriate discounts and warranty information.
Q: What brands do you carry?
A: We carry a wide range of leading electronics brands including [List major brands you sell]. Check our website for the complete catalog.
Q: Do you have a loyalty program?
A: Yes! Join our Shiva Electronics Rewards Program to earn points on purchases, get exclusive discounts, early access to sales, and special birthday offers.
Q: How do I stay updated on new products and offers?
A: Subscribe to our newsletter, follow us on social media, or enable notifications on our website to receive updates on new arrivals, special offers, and exclusive deals.
Last Updated: [Current Date]