Registration

How do I register?

You can register by clicking on the “Register” link at the top right corner of the homepage. Please provide the information in the form that appears. You can review the terms and conditions, provide your payment mode details and submit the registration information.

 

Are there any charges for registration?

No. Registration charges on rcitymart.com is absolutely free.

 

Do I have to necessarily register to shop on RCityMart?

You can surf and add products to the cart without registration but only registered customers 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.

 

Can I have multiple registrations?

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

 

Can I add more than one delivery address in an account?

Yes, you can add multiple delivery addresses in your RCityMart account. However, remember that all items placed in a single order can only be delivered to one address. If you want different products delivered to different address you need to place them as separate orders.

 

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

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

 

Can I have multiple accounts for members in my family with different mobile number and email address but same or common delivery address?

Yes, we do understand the importance of time and the toil involved in shopping. Up to three members in a family can have the same address provided the email address and phone number associated with the accounts are unique.

 

Can I have different city addresses under one account and still place orders for multiple cities?

Yes, you can place orders for multiple cities.

 

Account Related

What is My Account?

My Account is the section you reach after you log in at RCityMart.com. My Account allows you to track your active orders, credit note details as well as see your order history and update your contact details.

 

How do I reset my password?

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.

 

What are credit notes & where can I see my credit notes?

Credit notes reflect the amount of money which you have pending in your RCityMart account to use against future purchases. This is calculated by deducting your total order value minus undelivered value. You can see this in “My Account” under credit note details.

 

What is My Shopping List?

My Shopping List is a comprehensive list of all the items previously ordered by you on RCityMart.com. This enables you to shop quickly and easily in future.

 

Payment

What are the modes of payment?

You can pay for your order on rcitymart.com using the following modes of payments

  1. Cash on delivery
  2. Credit and debit cards (VISA / Mastercard / Rupay)

 

Are there any other charges or taxes in addition to the price shown? Is VAT added to the invoice?

There is no VAT. However, GST will be applicable as per Government Regulations.

 

Is it safe to use my credit/ debit card on RCityMart?

Yes, it is absolutely safe to use your card on rcitymart.com. 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 customer’s while paying online using visa or master credit card. It means extra security for customers, thus making online shopping safer

 

What is the meaning of cash on delivery?

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

 

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

If we are not able to delivery all the products in your order and you have already paid for them online, the balance amount will be refunded to your RCityMart 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.

 

Where do I enter the coupon code?

Once you are done selecting your products and click on checkout you will be prompted to select delivery slot and payment method. On the payment method page there is a box where you can enter any evoucher/ coupon code that you have. The amount will automatically be deducted from your invoice value.

 

What is RCityMart Wallet?

The RCityMart Wallet is a pre-paid credit account that is associated with your RCityMart account. This prepaid account allows you to pay a lump sum amount once to RCityMart and then shop multiple times without having to pay each time.

 

Delivery Related

When will I receive my order?

Once you are done selecting your products and click on checkout you will be prompted to select delivery slot. Your order will be delivered to you on the day and slot selected by you. If we are unable to deliver the order during the specified time duration (this sometimes happens due to unforeseen situations).

 

How are the fruits and vegetables packaged?

Fresh fruits and vegetables are handpicked, hand cleaned and hand packed in reusable plastic trays covered with cling. We ensure hygienic and careful handling of all our products.

 

How are the fruits and vegetables weighed?

Every fruit and vegetable varies a little in size and weight. While you shop we show an estimated weight and price for everything priced by kilogram. At the time of delivery we weigh each item to determine final price. This could vary by 10% at maximum. Therefore if you have shopped for something that costs Rs. 100 per kg, and we delivery 1.5 kg of the product to you (eg cabbage, pineapple), you will still be charged a maximum of Rs. 110. In case the weight of the product is lesser than what you ordered, you will pay correspondingly less.

 

How will the delivery be done?

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.

 

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

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 “Update My Profile” section to change your delivery address.

 

How much are the delivery charges?

City        Order type          Order value        Delivery Charge

Ahmedabad, Bengaluru, Chennai, Delhi, Gurugram, Hyderabad, Kolkata, Noida, Pune        All (Express, Slotted Delivery, Specialty Stores)          < Rs. 600/-          Rs.50/-

Rs.600 – Rs.1199              Rs. 30/-

Rs. 1200 and above         Free

Mumbai               All (Express, Slotted Delivery, Specialty Stores)    < Rs. 600/-          Rs. 50/-

Rs. 600 – Rs. 1199            Rs. 35/-

Rs. 1200 and above         Free

Bhopal, Chandigarh (ludhiana), Coimbatore, Indore, Kochi, Lucknow (Kanpur), Mysore, Nagpur, Patna, Vadodara, Vijayawada (Guntur), Visakhapatnam, Jaipur, Surat       Slotted Delivery               < Rs. 600/-          Rs.50/-

Rs. 600 – Rs. 1199            Rs.30

Rs. 1200 and above         Free

Note:

For bb Star customers in all cities with order value Rs. 600/- or above,the delivery charge is Rs. 0 (free delivery).

 

Do you deliver in my area?

You will be able to check this detail at the time of checkout when you enter the address. If we are unable to deliver in your area – we will inform you before checkout.

 

Will someone inform me if my order delivery gets delayed?

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

 

What is the minimum order for delivery?

There is no minimum order for delivery but we charge a nominal delivery charge as below.

 

Orders above Rs.1200 are free

 

City        Order type          Order value        Delivery Charge

Ahmedabad, Bengaluru, Chennai, Delhi, Gurugram, Hyderabad, Kolkata, Noida, Pune        All (Express, Slotted Delivery, Specialty Stores)          < Rs. 600/-          Rs.50/-

Rs.600 – Rs.1199              Rs. 30/-

Rs. 1200 and above         Free

Mumbai               All (Express, Slotted Delivery, Specialty Stores)    < Rs. 600/-          Rs. 50/-

Rs. 600 – Rs. 1199            Rs. 35/-

Rs. 1200 and above         Free

Bhopal, Chandigarh (Ludhiana), Coimbatore, Indore, Kochi, Lucknow (Kanpur), Mysore, Nagpur, Patna, Vadodara, Vijayawada (Guntur), Visakhapatnam, Jaipur, Surat       Slotted Delivery               < Rs. 600/-          Rs.50/-

Rs. 600 – Rs. 1199            Rs.30

Rs. 1200 and above         Free

Note:

For bb Star customers in all cities with order value Rs. 600/-

or above,the delivery charge is Rs. 0 (free delivery).

 

Do you do same day delivery?

We do same day delivery provided you place your order before 12 noon on the day you want delivery. Please note that we do same day delivery in Bangalore,Hyderabad,Delhi-NCR,Mumbai, Pune & Chennai.

 

What is Same Day Delivery?

RCityMart has now started same day delivery. All you have to do is order before 12 noon and we will deliver it to you the same day evening*. Any order placed after 12 noon will be delivered the next day in the slot chosen by you. For example if you place the order before 12 noon you can choose from either 4:30 pm to 7:00 pm or 7:30 pm to 10 pm slot. But, if order is placed after 12 noon you will receive it the next day in the slot chosen by you. Please note that we do same day delivery in Bangalore,Hyderabad,Delhi-NCR,Mumbai, Pune & Chennai. *Subject to slot availability.

 

Is Same Day Delivery applicable to only a few products or all products?

The Same day Delivery is applicable to our entire range of products. Please note that we do same day delivery in Bangalore,Hyderabad,Delhi-NCR,Mumbai, Pune & Chennai.

 

Order Related

What are delivery slots?

Delivery slots are time slots during which you will receive your order. RCityMart currently offers 4 delivery slots each day. These are:

 

Mumbai

Slot 1 – 7:00 AM to 9:30 AM.

Slot 2 – 9:30 AM to 12:00 pm.

Slot 3 – 5:00 pm to 7:30 pm.

Slot 4 – 7:30 pm to 10:00 pm.

What is a cut-off time and what are the corresponding cut-off timing for each slot?

Cut off time is the time after which the order gets processed for delivery. After this time you will not be able to modify or cancel your order, cut off time for Slot 3 & Slot 4 is 12 noon on the same day and cut off time for Slot 1 & Slot 2 is 7 pm on the previous day. Actual cut off timings for HYD : For Slot 3 & Slot 4 is 11 AM on the same day and for Slot 1 & Slot 2 is 6 PM on the previous day.

 

Can I add products after the cut off time for a slot?

No, you will not be able to make any changes to your order after the cut off time for your selected slot. However, if you do not wish to buy a product you may return it at the time of delivery and the amount will be credited to your RCityMart account.

 

How can I check availability of next slot before placing order?

Once you log in to your account, you will notice that on the right side of the website, under “My Basket” the next available slot in which you can order will be displayed.

 

Can I change my order delivery slot after placing the order?

Delivery slot cannot be changed once the order is placed. In case of an urgent requirement of change of slot please contact our customer support team and we will try our best to accommodate your request.

 

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

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

 

How long will my chosen slot be blocked for me?

5 minutes. After this the slot will be released for other cutomers on the website.

 

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

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

 

How do I check the current status of my order?

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

 

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?

You will receive an email as well as an sms about unavailable items before the delivery of your order.

 

Why is there an order cancellation fee?

We charge an order cancellation fee to compensate for the slot, time and effort incurred towards processing an order.

 

Every order placed has to undergo a system driven process as well as a manual process in order to make sure the order reaches our customers on time, every time. For this purpose, a slot is booked for every order that gets placed in our system and the order picking process happens seamlessly. In this entire process we incur labor as well as an opportunity cost on the booked slot. During the event of a cancellation the entire process has to be stopped and reset. This takes up considerable processing time to open the slot yet again for another customer to order.

 

What You Receive Is What You Pay For

At the time of delivery, we advise you to kindly check every item as in the invoice. Please report any missing item that is invoiced. As a benefit to our customers, if you are not available at the time of order delivery or you haven’t checked the list at the time of delivery we provide a window of 48hrs to report missing items. This is applicable only for items that are invoiced.

 

When and how can I cancel an order?

You can cancel an order before the cut off time of your slot (1 pm for evening slots and 6 am for morning slots) by contacting our customer support team or you can also cancel your order from the Customer Service section on the RCityMart app.

 

Note: If you are a customer in Bangalore, Hyderabad, Kolkata, Chennai, Mumbai, Pune, Delhi, Noida, Gurugram, Ahmedabad-Gandhinagar – we charge a cancellation fee of Rs. 30 if the order is cancelled after 30 minutes from the time of order. If you are a customer in Lucknow and Kanpur – we charge a cancellation fee of Rs. 20 if the order is cancelled after 30 minutes from the time of order. You can choose to reschedule the order for a different time and date subject to slot availability and skip cancellation charges. Rescheduling is possible only for slotted delivery. Express & Specialty store orders cannot be rescheduled. For prepaid orders the cancellation fee will be deducted from the refund amount and for Cash on Delivery orders, the cancellation charges will be debited to your RCityMart wallet. In your next order, it will be added as an additional charge.

 

Customer Related

How do I contact customer service?

Our customer service team is available throughout the week, all seven days from 7 am to 10 pm. They can be reached at 1800000000 or via email at customerservice@citymart.com

 

What are your timings to contact customer service?

Our customer service team is available throughout the week, all seven days from 7 am to 10 pm.

 

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

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 RCityMart. Do write to us feedback@rcitymart.com in case of positive or negative feedback.

 

How do I raise a claim with customer service for any of the Guarantees – Delivery Guarantee, Quality Guarantee?

If you face any issues with price, quality or delivery of products we will take every measure to address the issue and make it up to you. Please contact our customer support team with details or your order as well as the issue you faced.

 

Returns & Refund Policy (Updated)

We have a “no questions asked return at delivery and refund policy” which entitles all our members to return the product at the time of delivery if due to some reason they are not satisfied with the products delivered. We will take the returned product back with us and issue a credit note for the value of the returned products which will be credited to your account on RCityMart. This can be used to pay for your subsequent shopping bills.

Post delivery returns are accepted only if there is an issue with the quality or freshness of the food products or if the product you received is damaged in case of non-food products. In such cases, we will issue a credit note for the value of the returned products which will be credited to your account on RCityMart. This can be used to pay for your subsequent shopping bills.

Acceptance of returns & refund post delivery is subject to a satisfactory inspection by our customer service team. Please get in touch with us via self-service on the RCityMart app or call on 1860 123 1000 for any such requests.

 

Note: As a Covid-19 safety and hygiene measure, we will not pickup any goods post delivery. We request all our members to thoroughly check the products at the time of delivery

 

Others

Do you have offline stores?

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

 

Where can I find currently running offers/ promotions?

There is a link called “Store Wide Offers” on the top right hand side of our website. All products with any discount or promotions are listed under this section.

 

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

We have a no questions asked 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.

 

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

What are the modes of refund?The amount will be refunded to your RCityMart.com account to use as store credit in 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.

 

I am a corporate/ business. Can I place orders with RCityMart.com?

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

 

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

If you are unable to find a product or brand that you would like to shop for, please write to us at customerservice@rcitymart.com and we will try our best to make the product available to you.

 

How & where I can give my feedback?

We always welcome feedback, both positive and negative from all our customers. Please feel free to write to us at feedback@rcitymart.com, or call us on 1800000000 and we will do our best to incorporate your suggestions into our system.

 

How can I refer RCityMart.com to my friends?

Login to your RCityMart account through our website on your desktop or our app on your mobile.

On Website – Click on ‘My Account’ (top right) and you will find ‘Refer & Earn’ under ‘My Account’ Menu.

On Mobile App – Click on the Sidebar menu (top left) and go to ‘Refer & Earn’.

Use your unique Referral Code to invite your friends and ask them to sign up using your referral code.

On successful registration and delivery of a minimum order worth Rs.500 by your friend, you and your friend earn a wallet credit worth Rs.100.

I’ve got a referral code. How do I use it?

Go to rcitymart.com or click the signup link received with the invite and register using your referral code.

Press the signup button and complete your first purchase of minimum Rs.500.

Once your order is successfully delivered, RCityMart will check if all the required conditions are met and within 24 hours both you and your friend will receive Rs.100 as bb wallet credit.

You can use this wallet credit for any future purchases with RCityMart.

How many friends can I refer?

You can refer up to 20 of your friends to RCityMart and earn a maximum of Rs.2000 as referral bonus. From the 21st invitation, even if the referee completes the transaction of a minimum value of Rs.500 and use the unique referrer code while signing up, the referral bonus will not be credited.

To ensure that users don’t get spammed, kindly send invites only to people you are acquainted with.

Where do I get my reward of Rs.100?

There is an inbuilt wallet on RCityMart for every user. Your referral reward will be credited there so you can use it for any future transactions on RCityMart. The reward will get credited to you within 24 hours of your friend’s successful order delivery.

Is there an expiry date to my wallet credit?

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

 

How do I check my wallet balance?

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

 

Why did I not get rewarded for an invite that was accepted?

To ensure the account security of our members, we cannot disclose or confirm any account information or order history from another member’s account. However, if you aren’t notified about your referral bonus within 30 days, it’s likely that one or more of the following could have happened:

 

The person who clicked the link was already a RCityMart user

The user clicked on your link and didn’t create an account or complete their first purchase.

The value of the first order was less than Rs.500. This excludes specialty, JIT and delivery charges.

The referred member placed an eligible order, but the order was cancelled due to any fraud detection by the system.

Our fraud detection system pointed to the referee as an existing customer or any other fraudulent activity.

 

Can I make payment using Sodexo Meal Passes / Ticket Restaurant Meal passes for Specialty orders?

Unfortunately, you cannot pay for Specialty products using meal passes. However, all other modes of payment are accepted as standard such as Cash on Delivery, Card on Delivery, Online payment by Cards/Net Banking/Wallets etc.