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Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs)





1. How do I Sign-up or Register with Thepadhaku ?

You can sign-up by clicking on the "Sign Up" button on the login page. Please provide the information in the form that appears.


2. Are there any charges for registration?

No. Registration on Thepadhaku is absolutely-free.


3. Do I have to necessarily register to shop on Thepadhaku ?

You can navigate and surf the products but you would not be able to shop or checkout if you are not a registered user. At the time of checking out the cart, you would be prompted to login.


4. Can I have multiple registrations?

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


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

Each mobile number and email address can be associated with one Thepadhaku account only.



Account Related


1. What is Account?

‘My Account’ is the section you reach after you log in at thepadhaku .com. ‘My Account’ allows you to track your active orders, order history, update your contact details and keep track of your referrals.


2. How do I reset my password?

You need to enter your mobile number on forgot password page. An OTP will be sent you to your mobile. You need to enter the received OTP to change your password. In case of any further issues please contact our Thepadhaku support team (support@thepadhaku .com).





1. What are the modes of payment?

You can pay for your order using the 3 different payments modes: Cash on delivery, Card on Delivery and Credit/Debit Cards.


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

Price reflected for products on website is inclusive of GST as per Government Regulations.


3. Is it safe to use my credit/ debit card on Thepadhaku ?

Yes. It is absolutely safe to use your card on thepadhaku .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 shoppers while paying online using visa or master credit card. It means extra security for customers, thus making online shopping secured.


4. 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.


5. What is the meaning of Card on delivery?

Cash on delivery means that you can pay for your order at the time of order delivery by using your Credit/Debit Card.


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

If Thepadhaku is not able to deliver all the products in your order and you have already paid for them online, the balance amount will be refunded to your Thepadhaku Wallet and you can use it 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 (returns@thepadhaku .com).


7. Where do I enter the coupon code?

While selecting the Payment Option, you will get an option to enter coupon code at the bottom. The amount will be automatically deducted from your invoice value and the final invoice value will be reflected.


8. What is Thepadhaku Wallet?

All the "Refer & Earn for Lifetime" points will reflect in Thepadhaku wallet. Each point would be equivalent to Re1. Along with this – any returns related points will be credited to your Thepadhaku Wallet.



Delivery Related


1. 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.


2. How will the delivery be done?

We have a dedicated team of delivery personnel and a fleet of vehicles operating which ensures timely and accurate delivery to our customers.


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

You can change the delivery info by clicking on the Account >> Address Book button on the bottom right hand side. Also, at the time of placing the order – you are given an option to select a new address.


4. What would be the delivery charges?

The delivery charges will depend upon cart value and delivery location.


5.  Do you deliver in my area?

You will be able to check this detail at the time when you select your location. Products will not reflect if we are not delivering in your area.


6. 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.


7. What is the minimum order for delivery?

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



Order Related


1. What are delivery slots?

Thepadhaku has two delivery slots per day. First delivery slot is in the morning – 8:00 AM – 12:00 PM and Second delivery slot is in the evening 5:00 PM – 9:00 PM.


2. 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 at support@thepadhaku .com and we will try our best to accommodate your request.


3. 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 order placed with Thepadhaku .


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

No. It is not possible to order a product which is out of stock. However, you can place a request for the products out of stocking using contact form.


5. 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 order confirmation.



Customer Related


1.  How do I contact customer service?

You can reach Thepadhaku customer service team at support@thepadhaku .com.


2. What are your timings to contact customer service?

Our customer service team is available throughout the week, all seven days from 8:00 AM to 9:00 PM.





1. Do you have offline stores?

No. Thepadhaku is a purely internet based company and do not have any offline stores.


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

We have a no-question 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.


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

In case of cancellation or return, Thepadhaku return the balance amount your Thepadhaku Wallet and you can use it 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 (returns@thepadhaku .com).


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

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


5.  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 sales@thepadhaku .com and we will try our best to make the product available to you. Alternatively, you can use Thepadhaku Contact Us form to share the demand.


6. There is a difference in the amount mentioned in the invoice sent by the store and the order value shown by Thepadhaku when placing the order. Why should I pay the extra amount?

Thepadhaku has a standard policy of weight variance up to 5% on its orders. However, in the case of fresh products, the final weight can only be determined at the time of preparing the order. For example, a fresh chicken may weigh 1.15 KG while the order would have been taken for 1 KG.  This change in weight is reflected in the bill amount difference. You are requested to pay the amount in the bill provided by the retailer at the time of delivery along with the applicable delivery charges.


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