⭐ FAQ — totaly.online

Below are answers to the most common questions our customers ask.
If you need help with anything else, our support team is always here for you.

🛒 ORDERS

1. How do I place an order on totaly.online?

Simply browse our collections, add your favorite products to the cart, and proceed to checkout.
Enter your delivery details and choose your preferred payment method.

2. Will I receive a confirmation call after placing an order?

Yes.
Every order goes through a mandatory verification call from our Order Confirmation Team.
This ensures your address, product selection, and contact details are correct.

3. What happens if I miss the verification call?

If we cannot reach you within 48 hours, your order may be placed on hold or cancelled for safety reasons.

🚚 SHIPPING & DELIVERY

4. When will my order be shipped?

Once your order is confirmed over call, it will be dispatched within 2 working days.

5. How long does delivery take?

Delivery timelines depend on your location:

• Metro cities: 5–8 working days
• Non‑metro cities: 6–10 working days
• Remote areas: 8–14 working days

6. Will I receive shipping updates?

Yes.
You will receive WhatsApp updates for most shipping stages, including:

• Order confirmed
• Order dispatched
• In transit
• Out for delivery
• Delivered

7. Do you offer Cash on Delivery (COD)?

Yes, COD is available on selected products and locations.

For COD orders, please verify the product before making payment.

🔄 EXCHANGES & RETURNS

8. What is your exchange policy?

Exchanges are accepted only if:

• You received a wrong size or wrong brand
• The product arrived damaged or unusable

A clear unboxing video is mandatory.

9. When are exchanges NOT accepted?

We do not accept exchanges for:

• Correct size delivered but doesn’t fit
• Color or texture variations
• Fabric feel or quality concerns
• No unboxing video
• Used, washed, or altered items
• Items bought during sales or discounts

10. How do I request an exchange?

Email us at customer.care@totaly.online with:

• Order number
• Issue description
• Unboxing video / photos

Our team will respond within 24–48 hours.

📦 ABOUT OUR DROPSHIPPING MODEL

11. Why do products arrive directly from suppliers?

totaly.online operates on a curated dropshipping model, which allows us to:

• Offer a wider range of products
• Keep prices fair
• Deliver directly from trusted suppliers

12. Do you inspect products before shipping?

Since items are shipped directly from suppliers, we do not physically inspect them.

This is why we strongly request customers to:

Verify the product before accepting delivery and making payment (especially for COD).

🍽️ ABOUT totaly.food

13. What is totaly.food?

totaly.food is our dedicated brand for ready‑to‑eat and ready‑to‑cook products curated from trusted food partners.

14. Are totaly.food items safe and hygienic?

Yes.
We work only with verified suppliers who follow proper food safety and packaging standards.

15. Can I return food items?

Due to hygiene and safety reasons, food items are non‑returnable and non‑exchangeable unless damaged on arrival (with proof).

👟 ABOUT totaly.shoes

16. What is totaly.shoes?

totaly.shoes is our curated footwear brand offering daily‑wear, fitness, and casual shoes at fair prices.

17. Can I exchange shoes if the size doesn’t fit?

If the correct size was delivered, it is not eligible for exchange.
If the wrong size was delivered, we will exchange it with proof.

💳 PAYMENTS

18. What payment methods do you accept?

We accept:

• UPI
• Credit/Debit Cards
• Netbanking
• Wallets
• COD (selected products)

19. Is online payment safe?

Yes.
All payments are processed through secure, encrypted gateways.

🧾 ORDER TRACKING

20. How do I track my order?

Once shipped, you will receive a tracking link via WhatsApp/SMS/email.
You can track your order in real time.

🤝 SUPPORT

21. How do I contact customer support?

You can reach us at:

Email: customer.care@totaly.online
Support Hours: 10 AM – 7 PM (Mon–Sat)

We respond within 24–48 hours.