FAQ

 

About Us
Q: ABOUT US AND WHAT WE DO Why should I buy from you?
ANS: Because we’re nice people – just like you :). Our aim is to ensure make it possible that one rate and best quality products for alls. We are going to establish standard grocery shop in every area of Bnagladesh so that People can get their necessary or desirable products.
About Products
Q: What is onlinemudi.com?
ANS: An online Grocer is either a brick and mortar supermarket or grocery store that  allow s online ordiering, or a standalone ecommerce service that includes grocery items. Online grocery delivery service are available throughout Dhaka.  > onlinemudi.com is an online e-commerce platform to deliver groceries to your doorstep with the help of personalized shoppers. onlinemudi.com facilitates to place grocery orders through the mobile Android app and website.
Q: Do you give us the full products list with source, description and others etc.?
ANS: Yes, our website and   apps have catalogue option from where you can download or only show the products list of onlinemudi.com and every products has short description and ingredients of the product for only the mixeed products.
Q: Where do the ingredients come from?
ANS: We work directly with major retailers grocery shop at your areas to source the ingredients to your bundle. Because of this, we’re able to send you the whole, full-sized ingredient so you can add more of what you like.
Q: What if my bundle box is missing an ingredient?
ANS: If you are missing an ingredient, please let us know by emailing us at onlinemudi18@gmail.com or live chat. Just mention which ingredients are missing, and we’ll recheck our inventory management system. Once we confirm that an ingredient was left out of your box, we can either send you the ingredient or issues you a discount on your purchase.
Q: Is there a markup on items? Do they cost more than in the store?
ANS: There is never a mark-up or padding of the price with onlinemudi.com. The prices are exactly the same as in the store, including sales and specials. Other services will make vague statements such as  “Pricing may be a little higher than in store, to cover shipping and handling.” or “Prices may vary in-store”. Sometimes the “little higher” is 20%. We also provide a store receipt with every purchase, other services will never honor this and when pressed will state that they are third party resellers and do not have to furnish the price paid at the store.
About Accounts
Q: How can I reset my password?
ANS: Just click on the “Forget password” option which will be found blew the “Your Account” option, then enter your email or password to get the code and set the password and confirm it.
Q: Can I change the email in my account?
ANS: Yes, Only You can do change your email.
Q: How can I change my delivery address ?
ANS: By default, the last used shipping address will be saved into to your Sample Store account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to.
Q: How do I active my account?
ANS: The instructions to activate your account will be sent to your email once you have submitted the registration form. If you did not receive this email, your email service provider’s mailing software may be blocking it. You can try checking your junk / spam folder or contact us at onlinemudi18@gmail.com
Q: I’m trying to register a new account or check out and my country is not listed. Why?
ANS: If your country is not listed in the drop-down, you reside in a country that is possibly under embargo and we cannot register accounts or ship to parties residing in countries embargoed.  Please contact us using the information below.
In addition, you may not see your country listed when you’re attempting to change your billing address from one country to another. If so, please contact us for assistance and we’ll gladly help you update your information.
Q: I’m a customer living in Australia, but I’m not able to purchase anything through onlinemudi.com Why?
ANS: Online purchases cannot be made from Australia at this time. Now we are only able to serve some areas in Bangladesh. We apologize for any inconvenience and appreciate your purchase.
About Cart:
Q: How do I know what is in my shopping cart?
ANS: When browsing through onlinemudi.com, simply look to the top right-side of the screen to see how many items you have in your shopping cart.  Use the arrows to move between items in your cart.
Q: How do I remove an item from my shopping cart?
ANS: Click the “remove” check box and click “modify cart” to remove that item from your cart. You may also change the quantity of items to “0” (zero) to remove the item from your shopping cart.
Q:How do I modify the quantity of a product in my shopping cart?
ANS: Click on “view shopping cart” to see an itemized list of the products in your shopping cart. Change the quantity of the item and click “modify cart” to update the contents of your shopping cart.
Q:How do I empty out my shopping cart?
ANS: To remove items from your shopping cart click on “view cart”, check the “remove” box for each item that you would like to remove from your shopping cart and then click on “update total”.
Pricing:
Q:How are your prices determined?
ANS: Our product price is determined by adding the retailed price, delivery guy charge and gateway charge (if online payment made i.e 2.5%)
Q:Do you honor in-store sales?
ANS: Yes, all of the prices are the same price as in the store. Our professional shoppers always purchase the sale items and call you if there is a sale item that is a better price than the brand on your list. Our purpose is to save you money every way possible.
Q:How can you be cheaper than my local supermarket?
ANS: We have setup distributors at your locaility. (one place where we stock and handle items for all of our customers), hence no need to maintain expensive store and distribution networks.
Q:What are the reference prices you are showing?
ANS: We are constantly monitoring the prices of our products at online store. Our website will dynamically adjust the reference prices relative to your location.
Charging:
Q:What are the delivery charges for my order?
ANS: Delivery charge depends on your order amount. Its minimum amount wil be 20 tk per delivery and it will increase respect on your buying amount.
Q:Why was I charged a different amount from the original total?
ANS: We have no right to charge you different amount from the original total Please let me know the details of your transaction because I have refund or product coverage policy so that we can meet up your charged amount.
Q:Is pricing includes payment gateway also?
ANS: Yes if you will choose the online payment option, you will have to bear the gateway charge as 2.5% per transaction.
Q:How much does it cost to get a shopping order delivered?
ANS: All of our pricing is clearly posted on the site to be reviewed before placing an order. We only charge a shopping and delivery fee depending on an the area we deliver to. We never mark up the products. You get to take advantage of all in store pricing including sales, discounts and specials. Other services keep that savings to pad their profits, we pass it along to you along with a store receipt to prove it.
Q:Is there an additional charge for small orders or deliveries at special times?
ANS: There are minimum order amounts and we never add on an additional charge for small, or large orders. We also don’t change our pricing depending on the time of day you order for delivery.
Q:How much does delivery cost, and how long does it take?
ANS: Delivery cost and speed of delivery depend on your order volume/weight, your location, and most importantly the shipping service you book. For your convenience, we are going to display a delivery widget on the bottom right of the website, showing rate options and costs as you shop.
Q:What about taxes? Is this legal?
ANS: All prices on onlinemudi.com contain Bangladesh VAT + excise duties (because we are a Bangladesh registered trading company).
Payments:
Q:Can you accept different currencies ?
ANS: At the moment we only accept the Taka which is the Bangladesh currency.
Q: What forms of payment do you accept?
ANS: At the moment we only accept the cash on delivery (COD), Debit or Credit card, Rocket Or Bikash merchant account etc.
Q:WHAT ARE THE PAYMENT METHODS AVAILABLE?
ANS: At the moment, we only accept Credit/Debit cards and Paypal payments.
Q: CAN I PAY USING PAYPAL WITHOUT A PAYPAL ACCOUNT?
ANS: Yes! It is commonly misunderstood that a Paypal account is needed in order to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.
Without a Paypal account, all you need is any Debit/Credit card stated below that is supported by Paypal.
By using Paypal, we can process & deliver your orders to you in a shorter time. Paypal is the easiest & most secure way to make payment online. No account needed.
For more details, click here to see how Paypal works for you.
Q: Why must I make payment immediately at checkout?
ANS:Sample ordering is on ‘first-come-first-served’ basis. To ensure that you get your desired samples, it is recommended that you make your payment within 60 minutes of checking out.
Q:How do I pay for my merchandise?
ANS:We accept Visa, MasterCard, American Express, and Discover for online orders, subject to proper authorization. In some cases, we can bill your Airway Manual Customer Account if you have one (subject to approval). If you wish to pay by another method, simply submit your request via email without any payment information to: product_orders@jeppesen.com, and we will contact you to make arrangements for payment.
Q:Is it safe to give you my credit card number over the Internet?
ANS: Yes, read about onlinemudi.com website security here. However, if you are still uncomfortable providing your credit card information over the Internet — no problem. Simply submit your request via email without any payment information to: onlinemudi18@gmail.com, and we will contact you to make arrangements for payment.
Q:How safe is my information and credit card number?
ANS: Your information is very safe at onlinemudi.com and we take site and data security as a serious issue. The onlinemudi.com website uses 128-bit encryption to ensure that your data is secure.
With regards to the safety and privacy of your credit card, we’ve implemented a state-of-the-art e-commerce solution for the new onlinemudi.com. The new site offers improved security over our previous site and many other existing websites by encrypting your credit card information in such a way that it is not accessible by employees within onlinemudi.com, or by anyone who would try to compromise the security of onlinemudi.com. As a result, our site meets the rigorous security standards set by many privacy watchdog groups and standards set by the Internet community in general.
When you entered your credit card in our store, only the last four digits of your card are visible on the site. Even you (or anyone who logs in as you) cannot access the details of your credit card from our store.
Q:Are you a real company? How can I trust you?
ANS: No, we will not run away with your money :). Trust is something you build over time, and we have been working hard to make our customers happy ever since launching the platform in 4 September 2018. We suggest you check some of our reviews on Facebook, otherwise you can always reach out to us at info@onlinemudi.com for any questions.
Q: Where do I enter voucher codes?
ANS: Please enter and apply your discount code during the checkout process before the payment.
Q:Can I buy the product on credits?
ANS: At the moment we have no credit option for buying the products. Hope once we will offer for credit according to selecting clients behaviors.
Using Apps:
Q:I am having problems with the app. How do I fix it?
ANS: Please uninstall it and download again because we are updating the apps frequently.
Q:Can I order bundles if I have an Android phone? Can I place an order over the phone?
ANS: Yes, You can order with our onlinemudi.com android application which is avaiable as playstore. Click here to download it
Q:Do I have to pay for a membership fee or buy an app?
ANS: No, placing an order is free. We only charge a shopping and delivery. There are no memberships or annual fee needed and certainly no app to buy. Does a grocery store charge you to walk in the door? Do they only tell you what the costs are after you buy? We are a grocery shopping and delivery service and only charge for shopping and delivery. Any other service that charges you for the ability to do business with them is taking advantage. Ask yourself, what else are they overcharging for?
Using Website:
Q: I am having problems accessing sample store. Some of the pages look weird. Am I using the right browser?
ANS:As Sample Store uses some of the latest graphics designs which may not be supported in lower version of browsers, it is recommended that you use the following browsers to access Sample Store:
1. Microsoft Internet Explorer Version 10 onwards.
Download the latest Microsoft Internet Explorer at: http://windows.microsoft.com/en-us/internet-explorer/download-ie
2. Mozilla Firefox Version 10 onwards.
Download the latest Mozilla Firefox at: https://www.mozilla.org/en-US/firefox/new/
3. Google Chrome Version 12 onwards.
Download the latest Google Chrome at: https://www.google.com/chrome/browser/desktop/
In addition, please ensure that your Javascript and Cookie is enabled on your browser.
Q:Who will manage the domain name and hosting?
ANS: Godaddy.com is the well known company in the world they have been supporting us for maintaining the domain and hosting.
Product Delivery:
Q:Is my address in your coverage area?
ANS: We have included the details of  the distributors points to coverage the area in the website. If you are not in our coverage area, please send us your interest on onlinemudi.com with the feedback or email us. We are very sorry for your inconvenient right now but don’t worry you are the very import for us. Belief us we will come as soon as possible to serve you. Thank you
Q:Are there a maximum number of deliveries allowed in a day?
ANS: Yes, You can order a maximum number of deliveries allowed as you wish or need.
Q:Can I have groceries delivered to family or friends?
ANS: Yes, You can help your family or friends or relatives to buy the products from onlinemudi.com but any payment or delivery problem you have to face on and you will be liable on this transaction.
:What days and times can I get groceries delivered? When can you schedule a delivery?
ANS: are active to deliver any products from onlinemudi.com on 7 days in a week and everydayon 8.00 am to 9.00 pm but you can order the advance booking on 24 hours but you have to take the products within our schedule time.
Q:Do I need to be home at the time of delivery?  Do I have to be home when my bundle is delivered?
ANS: Don’t worry if you’re unable to be there when your bundles arrive. Just let us know who will receive your package in the “Delivery Notes” section as you complete your order, and we’ll make sure your package gets to the right person for your security. When our delivery guy will go your home, he will ask a code to handover the products to you so if you want to receive the product by another person, you have to inform him the code for receiving the product.
Q:When will my delivery arrive?
ANS: In the app and website, you have the option to select your preferred delivery date or time. By default, the next available date is preselected for you, but you can modify it according to your schedule for that week.  You should expect your order to arrive between 8am-9pm on the scheduled delivery date.
Q:Who does the shopping and delivery?
ANS: Our professional shoppers work for us and are background checked, extensively trained, and managed locally. Other services use crowd-sourcing or day workers to fill the orders. Those independent contractors do NOT work for the company they deliver for, or the store they shop at. They are paid a very small percentage of the total amount charged and rewarded for doing as many orders as fast as possible. Haste makes waste. In addition to not having your best interest at heart, many of the “shoppers” are thinly checked, if at all. We value our customers safety more than sending just anyone to your door.
Q:Do you offer one hour delivery?
ANS: No we don’t, actually nobody does. The companies that promote delivery in an hour are actually saying you can schedule your delivery time in an hour time frame. For example : delivery between 9:00 am – 10:00 am. Even if you can’t get that delivery for one or two days. If you think about it, the time it takes for their drivers to get an order, get to the store, shop for the items and then drive it to you would be close to impossible to accomplish in an hour, unless they have a time machine. We believe this is a false representation and believe in honesty and integrity. We ask for a days notice to schedule, but can usually accommodate same day delivery for an additional fee.
Q:What happens if there’s been a delivery mishap to my order (Damaged or Lost Delivery ) What should I do?
ANS: We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at onlinemudi18@gmail.com (if applicable).
We regret to inform you that no refunds will be given for orders that fall under the below categories.
1. In the event of damaged samples received, we will require photo proof of the affected samples and your D.O (Delivery Order) in order for us to investigate and review before a decision is made to re-send the sample to you at no cost, subject to availability. In light of this, any sample that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at onlinemudi18@gmail.com
2. In the event of lost mail, we will try to locate the delivery team in Singpost and if there’s a clear indication that your order is indeed lost, we’ll re-send the order to you at no cost, subject to availability.
If you get missing or demaged items please inform me at onlinemudi18@gmail.com or contact with us live chart.
Q: What happens in the event of unsatisfactory/Expired/Wrong sample/missing Samples?
ANS: We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at onlinemudi18@gmail.com (if applicable). We regret to inform you that no refunds will be given for orders that fall under the below categories.
1. In the event that the sample you’ve received is unsatisfactory in any way you perceive, we will require photo proof of the sample and your D.O (Delivery Order) as well and you may be required to send us back the sample for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability. The postage cost will be credited back to your account after we receive the returned item.
2. In the event that you receive an expired product, we will require clear photo proof of the sample and its expiry date for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability.
3. In the event that you’ve received the wrong sample, we will require photo proof of the wrongly sent sample and D.O (Delivery Order) and after reviewing, we’ll re-send the correct sample to you at no cost, subject to availability.
4. In the event you’ve received your order with a missing sample, we will require you to email us a clear photo proof of your D.O (Delivery Order) to onlinemudi18@gmail.com and after which, kindly give us a call at +8810795797983 and our customer service officer will attend to you to find out more before a decision is made to re-send the missing sample to you at no cost, subject to availability.
We regret to inform you that no refunds will be given for orders that fall under the below categories.
1. In the event that the sample you’ve received is unsatisfactory in any way you perceive, we will require photo proof of the sample and your D.O (Delivery Order) as well and you may be required to send us back the sample for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability. The postage cost will be credited back to your account after we receive the returned item.
2. In the event that you receive an expired product, we will require clear photo proof of the sample and its expiry date for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability.
3. In the event that you’ve received the wrong sample, we will require photo proof of the wrongly sent sample and D.O (Delivery Order) and after reviewing, we’ll re-send the correct sample to you at no cost, subject to availability.
4. In the event you’ve received your order with a missing sample, we will require you to email us a clear photo proof of your D.O (Delivery Order) to onlinemudi18@gmail.com and after which, kindly give us a call at +8801795797983 and our customer service officer will attend to you to find out more before a decision is made to re-send the missing sample to you at no cost, subject to availability.
Q:I was not satisfied with my bundle. Can I get a refund?
ANS: We know that sometimes, you have to actually try a product items before you know if you really like it or not. We try our best to accurately describe our Smart Groceries service and our product to ensure that all customers know what they are purchasing. If you are dissatisfied with your purchase experience and you wish to be refunded for your purchase, please email us with your request at hello@handpick.com We will consider refund requests on a case-by-case basis. If it is decided that a refund will be issues, you will be refunded for the total purchase price, less the original shipping cost and the cost of return shipping. You will be responsible for outbound and return shipping and delivery charges. Refunds will be issued in the form of a credit back to the original method of payment.
Q:I ordered a bundle and it never came. Can I get a replacement or a refund?
ANS: If you never received your bundle, and we can confirm that our courier service did not deliver a bundle to your specified delivery address, please write us at onlinemudi18@gmail.com and notify us right away. You can request a refund or a replacement bundle. If you request a replacement, we will place the order for you.
Stock:
Q:What if the store is out of something that I ordered?
ANS: Your distributor will contact you to see if you would like a substitute item.
Ordering:
Q:How do I order groceries?
ANS: It’s so easy!
Using onlinemudi.com webpage or apps, add your favorite items to the cart, choose a delivery location, choose payment method and place your order.
What are you waiting for? Start shopping now!
Q:How do I add things to my cart?
ANS: It’s too simple!
Select the plus sign next to the item you want to be delivered to add the item to your cart. You can also click the item to see a more detailed item description, and then select the plus sign to add it to the cart. When an item is in your cart, you will see a tag appear next to the item that says 1 in the cart.
Q:Is there a minimum order amount?
ANS: Yes, there is a 300 Tk minimum order amount. It can be changed any time depends on clients convenient.
Q:Can I order from desktop or laptop smartphone?
ANS: Yes, anyone can order ones desirable product by your Desktop or laptop or smartphone,
Q:Can I add items to my order after I have placed it?
ANS: Your shopper can help you with this! You can chat with your shopper and let the shopper know what you like to add. The shopper then updates the cart and gets the items for you.
Q:How can I see the status of my order?
ANS: After you place the order, select my orders from the profile, you can track your order here.
Q:How do I clear my cart?
ANS: If you have not yet selected ‘Checkout’ and Select ‘Empty Cart’ to empty your cart.
Q: How do I cancel my order?
ANS: You can contact our support team for any queries related to cancellation. Our distributor will also contact with you then you can cancel the order. Moreover our expect team will also call you to know the mattar of cancellation.
Q: How can I track my orders & payment?
ANS: After logging into your account, the status of your checkout history can be found under Order History. For orders via registered postage, a tracking number (article tracking number) will be given to you after the receipt given from onlinemudi.com that may be soft or hard copy.
Q: How do I canecl my orders before I make a payment ?
ANS: After logging into your account, go to your Shopping Cart. Here, you will be able to make payment or cancel your order. Note: We cannot give refunds once payment is verified.
Q: How long will it take for my order to arrive after I make payment ?
ANS: Our delivery expert guys who delivers their orders very smoothly and speedy. Their first attempt is that they have to ensure the confirmation of the order and contact with the right person and it is high time to confirm the fix time of delivery so please discuss with your distributor or delivery guys. If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.
Q: How do you deliver my order ?
ANS: All your orders will be sent via delivery guys.
Q:Will I be placed in a weekly subscription plan?
ANS: We’ve designed Smart Groceries to be as simple as possible.
Just place an order on the Handpick app whenever you’re ready to order, and select your delivery date. We won’t lock you into a subscription plan, so don’t worry about cancelling or skipping a week if you’re busy.
Q:What happens if I lose a code of order?
ANS: No worries if you lose a code; you’ll find a the code right on your Handpick app. Just tap the “Shop” icon, and tap on the bundles you ordered. There, you’ll see the step-by-step recipes.
Q:Can I order from more than one store?
ANS: Absolutely, since we shop at any store you choose, you can select multiple stores as well. There is an additional charge for each stop.
Q:How much advanced notice is needed when placing an order?
ANS: We ask for 24 hours notice to confirm and schedule  deliveries. We do our scheduling the night before the delivery. If you need same day delivery, please call 01795797983 to verify we have availability to fill the order.
Q: How do I select items to purchase?
ANS:As you browse through the onlinemudi.com Store, click on the “add to shopping cart” button beneath the items that you wish to purchase.
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Q:How do I know that Jeppesen has received my order?
ANS: Our ordering system will automatically send you an email confirming that your order was successfully submitted. Please make certain that the email address you provide is correct. Upon processing, we will send you an additional email message confirming your order with applicable taxes and shipping charges calculated, and a shipping order number for your records.
Q: The ordering process
ANS: How does the ordering process work?
Browse our shop and add items to your cart (using +/- buttons next to products)
After reaching the min. order value, start the “Checkout” by agreeing to our Terms & Conditions
Enter your personal information and any discount/voucher code (if applicable)
Complete your order by paying safely with Credit Card  or debit card or rocket or bikash account (all payments made in Euro)
Select and pay for a shipping service of your choice (learn more about shipping here)
You will receive a confirmation and regular status updates for your order via email
Q:Can I change or update my order after it was paid?
ANS: Unfortunately our system does not allow to change an order after it has been placed (this has mainly security and compliance reasons), however – as long as your order has not been fulfilled/shipped – we can offer to cancel the order (incl. a refund to your account), and you may place a new order as per your heart’s desire.
Q: Why is my order only partially fulfilled?
ANS: Sometimes not all items from your order are 100% available in stock. In such cases we often decide to dispatch part of your order ahead of time (to not make you wait unnecessarily), while we wait for the remaining/missing items to be restocked (which will then be delivered in a second wave).