Questions & Answers

Here are a few of the frequently asked general questions regarding the policies we follow. Your feedback is greatly encouraged. If you have any questions please send us an email at admin@kutumbs.com

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CONTACT INFORMATION

At kutumbs.com we strive to provide you with friendly, fast and efficient customer service. You can contact us through the contact form. We will try to respond as quickly as possible. If your question is not in the FAQ section, please do not hesitate to contact us using the Contact Form.

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GENERAL QUERIES

What is kutumbs.com all about?

Kutumbs.com is all about lifestyle, fitness, health and enhancing your experiences with your family and loved ones. We were built on the foundation to take your lifestyle to a completely new height. With a huge range of products for lifestyle, fitness, health and much more, we wish to uplift your lifestyle.

Do I need to get registered to shop online for kutumbs?

Registration is recommended because it gives you advantage like order tracking, discount coupons, exclusive offers and many more.

How to log into my account?

If you are already a member and have registered with us, then you can simply find the “Login” links at so many places in our website.

How to contact kutumbs?

You can email us at support@kutumbs.com and we will get back to you at the earliest. Do mention your Order Number in the subject line of your email, if you are contacting us about an order you have placed. This helps us respond to your query faster.

What are the discounts kutumbs offers?

We offer various Discounts and coupons time to time on products. Please subscribe to our newsletter and register in our website for latest offers and coupons.

Is there any Gift message / gift wrap option?

Sorry, we do not have that option.

Why kutumbs product prices are higher than other US sites?

In rare cases our prices may be higher than other sites, because of the quality and genuineness of the product. We offer the best prices and products to our visitors. Our exclusive tie up with many well-known brands helps us in giving a high quality of user experience to you. Our product prices are extremely competitive and in most cases are the best prices you will find online. We don’t charge any hidden miscellaneous charges. We also offer Free Shipping for so many products.

Are there any side effects in using the products or are they harmful for health?

All our products are carefully chosen from international brands to ensure your health and safety. Where ever its required we also provide a detailed manual to ensure correct usage. Please read the manual carefully before use the product. Please keep in touch with us if you have any quarries which is/are not answered in the manual and we will surely reply to your questions via email.

What are the benefits if I shop from Kutumbs.com?

Kutumbs.com offers a wide range of Products which are unique and are bought from various well-known brands. These brands ranges from countries like USA, Germany, Canada, United Kingdom, Netherlands, Spain, France, China, Australia, India and various parts of the world. All our products are 100% genuine and used by satisfied customers all over the world.

Is there any retail shop of kutumbs?

We don’t have a retail shop. We only accept order placed through our website.

How can I recover forgotten login details / password?

Go to the Login area and click on “Forgot Password”. Enter your email address from which you registered your account. Soon you will get an email with a link to reset your password.

What to do if you are not receiving replies to your emails?

Please mention your contact numbers in your email so that we could also call you up. It’s possible our emails are being blocked by your email program. Check your Spam/Bulk folders for our mails.

How to apply coupon code? What to do if I forgot to add coupon code during order?

Paste your coupon code during placing an order at the checkout page.  Please contact customer care to cancel the order if its not shipped. We do the rest by creating a new order and apply the coupon code. You can contact us on: Email – support@kutumbs.com

Will my family, neighbor, or anyone know what is inside the package while delivered?

If you ordered with discreet products category then the products are shipped in tamper proof packaging. Without opening the package its not possible to find out what is inside or from where it has come.

Is it legal to shop from Kutumbs.com?

We sell only those products which are legal as per Government laws, rules and regulations. We offer only those products which are legal for sale as we always abide by the various national and state level regulations. You should be at least 18 years old. We ensure you that you’re shopping in a legal platform. Products we sell or import are not banned and not illegal to buy. For sexual wellness products; there is no law banning the sale or use of the products unless they are marketed or displayed in an obscene manner. We follow the rules and Laws governing ‘obscenity’ while selecting products for our site and abide by the norms. For further queries regarding legal issues, please contact us.

CANCELLATION, RETURN AND REFUNDS RELATED QUERIES

What is kutumbs return policy/exchange policy?

In case of cancellation BEFORE it has been processed and/or shipped, a 20% cancellation fee will be charged to cover restocking fees and the charges assessed to us for refunds by the credit card companies. Before placing any order from our website kindly check at the product page during shopping that weather the product is a returnable or not. If it’s returnable and there is a manufacturing defect in the product, we will give you a replacement or refund. Please send your request within 2 days of delivery on support@kutumbs.com with details of your order.

If there is a problem with my order can I return items or get a refund?

As per our return & refund policy if the product is returnable you can.

What are the charges for exchanging products?

We have a FREE replacement warranty for 30 days from the purchase for Purchase that does not match the description / wrong item and Defective product. Warranty voids if misuse, accidental damage, water damage, or any abuse of the purchased product is found. Used products, or products damaged by the customer will not be eligible for refund. If the product found returnable by us we will inform you the return process. Please pay for your return shipping and use a traceable mail service for the same. After the product got examined a full refund will be issued to original method of payment and refund receipt for the same will be mailed. Please check/contact your bank to ensure the refund. Please note that we don’t have any exchange policy and sale items cannot be refunded.

What to do if I receive a wrong item?

Mail us the Order detail with the image of the wrong product received once your issue is identified we will communicate further action.

Are there any other options for refunds?

In case of out of stock products or Damaged before delivery we can even give coupon codes of the amount of the order placed for your next purchase.

How to exchange the products purchased?

Please note that we don’t have any exchange policy and sale items cannot be refunded. If the product is returnable and you wish to exchange please contact Customer Care on support@kutumbs.com with the details of the products and the issue faced and we will get back to you.

How long it will take for the entire exchange process?

Please note that we don’t have any exchange policy and sale items cannot be refunded. If the product is exchangeable and if the exchange is approved, Please pay for your return shipping and use a traceable mail service for the same.Once we receive the product within 30 days the new product will be delivered to you.

What to do if my order invoice is incorrect?

In case you get a wrong invoice, please email us with your order number, and we will resolve the problem as quickly as possible.

Once the order is placed can I modify/cancel?

Modification or cancellation of the order is possible only before shipping. Once the order is shipped, you will not be able to amend the order. In case of cancellation BEFORE it has been processed and/or shipped, a 20% cancellation fee will be charged to cover restocking fees and the charges assessed to us for refunds by the credit card companies.

What if I receive a defective product or it doesn't work after few days?

In case of returnable items please contact us immediately. Most manufacturers offer a “30 days replacement guarantee”.

Your Privacy is guaranteed as under no circumstance we will sell or share your personal information other than what is necessary to complete your order.

DISCREET DELIVERY RELATED QUERIES

How safe to shop from Kutumbs.com?

The personal product our customer orders are completely safe and discreet. We always make sure that the package does not have any branding of Kutumbs.com or the products name.

Is my privacy ensured / protected when I contact or purchase from kutumbs?

We take your privacy very seriously. We follow a strict privacy policy when you are online writing us an email, use our contact form and also when you call us. From your registration, sign in, newsletter signup, order to delivery, we ensure your privacy and safety of all your personal information including the order history and records. Our packaging is also branding free, so there are no chances to find that where or what you ordered.

How secure are my email address and Phone number from getting shared?

We do not share any customer information. Emails are only for keep in touch with you in several occasions like sending newsletters of promotions and discount coupons. We only use contact numbers for delivery in-case we are unable to find the address or to verify the phone number before shipping COD orders.

Is the packaging display any information about its content?

In case of personal product all purchased products will arrive in discreet packages without any sign of adult related content.

Is my email address safe with kutumbs?

E-mail address we collect is always safe with us. We never share customers e-mail address to any other company or individual. E-mail ids are used only for processing orders and communicating our latest news and updates that is to if you wants to.

Is the delivery person aware of the content of the package?

The parcel contains only customer shipping details (only address and name).

Is the product name displayed on the Ordered Package?

As per our discreet policy, we do not display the product name on the package.

What if I don't want anybody to know about my order? Will anybody else be able to accept the parcel on my behalf when it arrives and I am not at the location?

In such case we recommend our customers to note the tracking number and contact the courier office to pick up the package directly.

ORDER AND SHIPPING RELATED QUERIES

What is discreet packaging?

Branding free shipping box so no one even the delivery person will know what you have ordered. All orders are sent with a non-descript return address instead of kutumbs.com.

From where my product will come from? Is there any customs duty I have to pay?

Our products will reach you from our warehouse and directly from our partners. Our Shipping is free in the United States for all items. For delivery in India we take 5 to 6 USD delivery charges [Varies from product to product]. For international customers, our shipping rates are weight based.  Prices on our site are all tax free; it means on receiving your order for some product you may have to pay for duties and taxes. The amount is determined by your local customs office. If you face any delays caused by the customs department please contact your local customs office.

Do you accept orders over phone?

We only accept orders online shopping cart to protect our customer’s information and personal privacy.

How can I track my order?

As soon your order is shipped you will get a tracking link in your email. Then you can track your order using the link.

How long it will take to reach the order?

We always try to deliver as fast as possible. Due to distance and customs it takes estimated 1-5 weeks for United States delivery and for other countries it can take an estimated of 1to 6 weeks. Our delivery depends on various factors like Location, Pin Code, courier Service Company and holidays. Please refer to the product order and delivery estimate during purchase.

Is there any shipping charges?

Shipping charges applicable differently for different product. We also offer free shipping for various products. Our Shipping is free in the United States for all items. For delivery in India we take 5 to 6 USD delivery charges [Varies from product to product]. For international customers, our shipping rates are weight based.  Prices on our site are all tax free; it means on receiving your order for some product you may have to pay for duties and taxes. The amount is determined by your local customs office. If you face any delays caused by the customs department please contact your local customs office.

How to change the delivery address once the order is placed?

It is possible only if the order is not shipped. Please mail us on: support@kutumbs.com with the request and we will get back to you.

Is there any chance to get the contact of the delivery person?

It’s possible only once the product is Out for Delivery. The courier company of your area will intimate you the detail.

What happens in case of failed delivery if I am not present at the delivery address?

After receiving Out for Delivery message If you are not available someone else can collect the order on your behalf. In case there is no one to collect the order then there will be maximum 3 attempts to deliver the same and after that the product will be delivered back to us.

Is it possible to modify/cancel the order after it is placed?

In case of cancellation BEFORE it has been processed and/or shipped, a 20% cancellation fee will be charged to cover restocking fees and the charges assessed to us for refunds by the credit card companies. Modification or cancellation of the order is possible only if it is not shipped yet. Please mail us at support@kutumbs.com. Once the order is shipped, you will not be able to modify/cancel the order.

How long does it take to deliver my order?

We always try to deliver as fast as possible. Due to distance and customs it takes estimated 1-5 weeks for United States delivery and for other countries it can take an estimated of 1 to 6 weeks. Please refer to the product page, the standard delivery time will be calculated according to your order and submitted ZIP Code. Please understand this is an estimate. The exact delivery time is beyond our control and is dependent on the courier company

What do I do if my order doesn’t arrive?

If your parcel has not arrived within mentioned working days, kindly wait for a couple of extra days for any local postal delays. You can reach us at any moment in case you have not received your order through mail mentioning your order number when you email.

Do you ship discreetly? Does the outer packaging reveal any of its content?

Depending on the nature of order and if there are special requests we ship discreetly. We take your privacy very seriously.

How to track my products once it’s shipped?

We provide tracking codes online just after we transfer the package to the courier.

Is the delivery guaranteed?

All we can say that your payment is secured. If you do not receive your order you can contact the payment gateway directly and they will do the necessary arrangement. But please do this as a last resort after contacting us.

Where from I can track my package?

From our tracking page by filling in your tracking number received with the confirmation email.

Is my area is serviceable?

At our product page use your pin code to find the answer. If it’s not, then we will help you with alternative options.

Is it possible to pick up the order from the courier locally?

Our Self Pick Up system is available on selected pin codes. Please check if its available at your locality or nearby area. You can also mail us for more detail.

How do I know that the order is placed successfully?

Through confirmation texts and/or Email you will be informed about the Order Placement, Shipment, Out for Delivery, and Delivered.

Where to find about the order history?

If you are a registered User you can access the Order History from My Account section.

PAYMENT RELATED QUERIES

How to pay for purchasing a product and what are the payment options?

We offer various payment options including secure online payment and all our payment are processed through a secured payment gateway via:
PayPal
Paytm
Debit Cards (Visa, MasterCard, Maestro and RuPay)
Credit Cards (Visa, MasterCard, American Express, Discover & JCB)
Net banking (All major banks)
Wallets (All major wallets)
International Cards (Visa, MasterCard)
EMI

We also offer Cash on Delivery (COD) for selected pin codes.
If you prefer to make a payment on the moment you receive your product, you can choose our Cash on Delivery (COD) option instead. Cash on Delivery is a payment method where you pay for a product in cash or Debit/Credit card, when the courier company delivers the item to you.

Do you accept credit cards [international] on Kutumbs.com?

Right now, we do accept PayPal for International credit cards on Kutumbs.com.

What are the options if I do not have a credit / debit card?

Without having a Credit / Debit card isn’t a big problem shopping with us as we support Cash on Delivery (COD) where you can pay with cash when the products deliver to your door step.

What are the banks offers EMI options for purchasing?

Presently we don’t have EMI options of our own. We are partnered with banks for EMI options. To avail EMI option for 3, 6, 9, 12, & 24 months please find the EMI options from the Payment Page.

Are Pre-Paid Credit Cards/ Virtual Credit Cards accepted?

Currently Pre-paid cards can easily be obtained from most major banks as a virtual card. You may use pre-paid credit cards to buy our products. Your shopping will be a convenient, safe, secure and discreet method of payment .To avail this facility at checkout page mention your pre-paid card details as a regular Card.

What are currency options?

Our default display prices are in USD, but can easily be changed to any by simply changing the country & currency Converter settings at product page.

What is Cash on Delivery (COD) option?

Currently we are delivering only pre-paid orders. But we do have Cash on Delivery (COD) for products at selected areas which are a very convenient way to buy products at our site. We have Cash on Delivery on selected zip codes. Please check COD availability for the product at your area before order.

How COD works?

When you place an order at our website choosing Cash on Delivery as payment method, an OTP will be sent to you to verify your order on the number you registered with us. Once your detail is verified we will start processing your order and make it ready for delivery. Your order will be picked up by Courier Company to deliver. After receiving the product you pay the complete amount only in cash or by Credit/Debit card.

Can I purchase any product with COD option?

No, COD option is available on selected products on our website.

Why is COD option not available at all locations?

It is depending on the courier companies we are partner with. Please check with your ZIP code during order to find out if COD is available at your location.

In case of COD payment how long will it take to receive the order?

It is depending on the location and the courier service. You will find the duration if the COD option of your Zip code is available. Just after verifying the order with you we will let you know the duration detail.

What are the additional charges for the COD payment?

There are no additional or hidden COD charges. You will pay only the billing amount you saw during order and checkout.

Is cheque payment accepted?

COD payments are cash / cards [Debit and Credit cards] only.

How safe it is to use banking/credit card/ debit card information at Kutumbs.com?

Shopping with us is a completely secure process. All payments are processed through a Payment Gateway for Credit / Debit card payments and Internet Banking. Latest in encryption technology is used with the Payment Gateways to protect the payment details. The payment details of our customers are safe and not saved anywhere online.

Are my sensitive information’s like credit card information will be stored?

No, we don’t! We respect our customer’s privacy and never collect or store any of your account information. The transaction is always authorized through Payment Gateways, Visa and MasterCard and the Banks. Our payment gateways use very good encryption system that protects all security data. For your safety, privacy and protection, no financial information is stored on kutumbs.com website or server.

How secured are the payments on kutumbs website?

Kutumbs.com uses SSL (Secure Sockets Layer) encryption, you can find it while browsing our website url’s. SSL is mandatory for online shopping websites as per law. We regularly update our site and codes as well as examine our security policies to make sure we can to protect your personal information.

Is the shopping cart secure and PCI compliant?

Our shopping cart and webhost both are Payment Card Industry (PCI) compliant to ensure that our customer’s information is safe & secure. All your personal details including payment detail are processed over a secure connection on secure servers to ensure the data remains protected. We do not store any data on the kutumbs.com website or server. The payment page is always secured with Secure Socket Layers (SSL) to encrypt all customer information prior sending it to the server.

What are the reasons for payment declined or an error with my payment?

Payment can be declined or not going through by various reasons:
1. Entering wrong credentials [like password or credit / debit card number].
2. Payment gateways technical issues.
3. Incorrect OTP (One Time Password) submission.
4. Insufficient account balance [Check your account balance to ensure the amount available for purchase].
5. Credit card limit exceeded. [Contact your bank to inform about your credit limit]
6. Allow 3rd party cookies and 3rd party redirections for your browsers as this is a mandatory requirement for these transactions to be processed.
7. Do not attempt to make a payment several times with a same card, use a different card instead, or try one of our alternative payment options.
8. If the error remains, try to place Cash on Delivery Order if it’s available at your location.