Frequently Asked Questions (FAQ’s)

General

Is it possible to collect the product directly from your office or fulfillment center anywhere in India?

Yes. Call on +91-7069269000 to check product availability and scheduling pickup time.

Orders

Can I change the time of delivery for my order?

Yes. You can call us on +91-7069269000.

What is the approximate delivery time?

In-stock products are dispatched within 2-3 days. We choose the right logistics partner to get you the products quickly.

I received a shipment which has some products which are about to expire in the next couple of months. What should I do?

We do not ship products which have shelf lives of less than twelve months, except in cases of rare products where the full shelf life itself is low. In case you received a near-expiry product, please share a snapshot of the product with the expiry information clearly visible along with the order ID, to [email protected]. Our support team will reach out to you, to get it replaced with a fresher product quickly.

I got an intimation that my order was shipped quite some time back, but I haven’t received it yet. What should I do?

Our logistics teams automatically follow-up for delayed shipments and escalate with the logistics teams of our shipment partners. But, you can raise it with our support team through an email at [email protected] or call at +91-7069269000, to be doubly sure that the shipment delay is getting resolved quickly, and your shipment is getting delivered.

Will I receive a call before Hosply.in attempts to deliver the package at my place?

The courier/delivery VAN person will call you before delivery only if he cannot find your location with the address shared.

What are the delivery charges?

Delivery is free for deliverable pincodes.

How do I track my order?

Sign in to your account and then go to My Account. Click on “My Orders” then click the order you wish to track and click “Track order” button. Still have queries, call us on +91-7069269000 with your order number. All products are dispatched through reputed courier services like FedEx, DTDC. We provide you with a Tracking ID via email for your order by which you can track your consignment on the respective courier partner’s websites.

I received a shipment against my order, but it contains some other products which were not ordered by me. What should I do?

Please share a snapshot of the invoice and the shipment with us at [email protected]. Our support team will reach out to you, to resolve the issue, and get the right products sent to you at the earliest.

I received a shipment recently, but the invoice and what is in the shipment are not matching. What should I do?

Please share a snapshot of the invoice and the shipment to [email protected]. Our support team will reach out to you, to resolve the same quickly.

I ordered quite a few products, but received only a few of them in the shipment which got delivered to me. What should I do?

While most of the fast-moving products are stored at Hosply.in warehouses, there are certain slow-moving products which are procured against your orders, to ensure freshness of stock. When we run into such scenarios, we split your orders into two (or in some rare cases, more) shipments. In such a case, you will get clear communication about which products and how many quantities are being shipped out to you, and the invoice attached to the shipment will carry only those product details. In case the invoice and the shipment matches, then there is nothing to worry. Your other products might already be on their way, as part of a different shipment. In case the invoice and shipment doesn’t match, please raise it to our support team immediately. You can share a photo of an invoice and the shipment by mail to [email protected].

How to place an Order?

Online ordering process on Hosply.in is very simple. Just follow the steps below and complete your order placement. 1. Sign In 2. Search a product or navigate through the menu to locate a product and its details 3. Add to Cart 4. Edit quantity if required and click on "Add to Cart". 5. For bulk purchase, click on "Request a Quote", or you can contact on +91-7069269000. 6. You will see the quote on your screen. Confirm the order by clicking "Buy Now" 7. Submit billing information, select shipping method and payment option And you're done!

I had placed an order for an urgent requirement. When will I get it?

We strongly recommend our customers to plan their material requirements ahead of schedule, to ensure minimum impact on patient schedules, in case of any shipment partner delays. But, in unavoidable scenarios, please reach out to our support team at [email protected] for help in getting your products across to you faster.

I ordered some items quite some time back, but I haven’t received anything yet, nor am I getting any updates about the order. What should I do?

Please check the "Track Your Order" page against your order, to get more details about your order. This page gets updated usually within one working day of your order. There are rare cases where your order needs validation, for which you would be reached out to within one working day, to complete the validation process. In a very rare scenario, where neither of these have happened, please reach our support team to escalate the same, through [email protected].

I have just placed an order with Hosply.in. When will I get it?

Date of delivery for your order depends primarily on the type of products which you have ordered and how long it takes for Hosply.in to ship those products out, and your Pincode. You can find out about how long it takes to ship a product, on the product page itself, where the usual shipping timelines are mentioned. Shipment partner is chosen based on the service effectiveness in your geography, and other related parameters. A shipment plan gets generated for every order within one working day of the order, and the same keeps getting updated with more accurate information till the time of delivery. You can go to Track order anytime, to know the current status of your order. You can also reach out to our support team for more updates, if needed at [email protected]

I want to have a demo of the product before buying, is it possible?

Demo of the product before buying is possible; however, we need to schedule this in advance. So please write to us at [email protected] the product details and your requirements and we will revert to you at the earliest.

What if I don’t see the product that I wish to order?

Please write to us at [email protected] with the product you wish to purchase and the quantity. Be assured we have the best sourcing team and product specialists to help you find and buy any medical equipment or medical consumable at the best price.

How can I place a repeat order quickly?

Go to "My account" and click on "My order". You will see list of all orders placed by you. Select a particular order that you wish to repeat and click on "Reorder".

How do I search for products?

We have a fairly efficient search functionality with prompts based on the keyword you search for. In case use the chat function to send a query to our customer service and we will respond in a day.

Can I place the order by phone?

Yes: Your order confirmation as well as your continuous order statuses will reach you on mail and through SMS as your order gets processed. You can also reach us at our support helpline or at [email protected].

Is it mandatory to sign up before buying a product?

No: You can choose to checkout as a guest. You can view products and prices if you are not logged in as a registered user on Hosply.in You will be prompted to enter your contact details while checking out and will be registered automatically during the process.

CHARGES & PAYMENTS

What methods of payment are available to me?

We have a wide range range of payment methods available for you to choose 1. PayU ( Payment Gateway) : 2. Credit / Debit Card 3. Net Banking 4. EMI* 5. Mobile Wallets 6. PayTM Wallet 7. Cash on Delivery (COD) available at multiple pin codes across India. 8. Buy Now Pay Later: 9. Manual Bank Transfer : Through NEFT/RTGS from your bank account directly to our Standard Chartered Bank account. Our bank account details will be sent to you in the order confirmation email. Whatever payment option you choose, you can be rest assured that our trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.

Is it safe to use my credit card or debit card on Hosply.in?

Your online transactions on Hosply.in are secured with the highest levels of transaction security currently available on the Internet. All credit and debit card payments on Hosply.in are processed through a secure and trusted payment gateway.

What happens if my payment doesn't go through when I'm paying through a payment gateway?

In case a payment is unsuccessful, Hosply.in will inform you on the phone and prompt you to try the transaction again. In the rare case when an order confirmation is not received by the website despite a successful transaction and payment deduction, please contact us on +91-7069269000 and we shall endeavor to have the situation resolved at the earliest in conjunction with our payment gateway partner.

What is Cash on Delivery (COD) payment method?

If you are not comfortable/ unable to make an online transaction, you can select our Cash on Delivery (COD) payment method instead. With COD, the payment for the order is made in cash at the time of delivery at your predefined delivery address. The maximum order value for a COD transaction is Rs.5000 and is strictly a cash only payment. Please note that foreign currency cannot be used to make a COD payment. Only Indian Rupees will be accepted.

Are there any additional charges when I make a purchase on Hosply.in?

The prices listed on the site are inclusive of taxes. Delivery charges may also be applicable depending on the value of order. No delivery charges apply on order values above Rs 1000.

How do I confirm my offline NEFT payment or Cheque deposit?

Email payment proof to us by writing to [email protected] with the subject line payment proof against order no. xxxxxxxxxxxx dated xx/xx/xx

Can I choose to pay by Cheque or Bank deposit?

Yes, you can for orders above Rs.5000. However, your order will be processed only upon furnishing payment proof to us by sending an email to [email protected] with the subject line “payment proof against order no. xxxxxxxxxxxx dated xx/xx/xx. Specify order number and date clearly in the subject line. You can also add us as a beneficiary in your netbanking account and pay us directly via NEFT/RTGS. Below is our account information: Bank/ Acc. No./ Acc. name/ IFSC/ Branch

How does Hosply.in prevent card fraud?

Fraud detection and prevention are of paramount importance to us. We take numerous steps ensure the genuine and authentic transactions and keep our customers details completely secure. Online payments are monitored continuously for suspicious activity and some transactions are verified manually if we feel that its not authorized by the owner of the card.

How do I get discount coupons?

We keep running promotions on our website from time to time. If you are registered with us, then you would be notified on these promotions and discount coupons, if any, via email, SMS or app notification.

Where do I apply discount coupon?

If you have a discount coupon, you can apply and redeem the same before clicking on the checkout page under "Apply Discount Code"

ADDITIONAL QUERIES

How can I submit a query/complaint?

Customers can submit any queries/complaints to our trained customer care representatives through the following platforms: 1. Via the Leave a Message form found in the footer of every page 2. Via Email - Write to us on [email protected] regarding any queries/complaints that you might have 3. Via our Live Chat - Speak to our trained customer service executives OR Leave us a message if we’re offline and we’ll get back to you within 24 hours 4. Via call: +91-7069269000 We will ensure that your queries/complaints are replied to within 24 hours and are resolved at the earliest.

I want to talk to someone in your Support team. But, your number is always busy or not reachable. What should I do?

In case our numbers are busy for some reason while you are calling, we have processes to call you back within one working day from the time of your call. This can happen when all our Support agents are busy. Calling later might help you to get through as well. Please drop a line at +91-7069269000 in case you are not able to get through, after multiple attempts. A Support team member will get in touch with you to resolve the issue.

The package I received was broken and the product inside was damaged at the time of delivery. What should I do?

You can send a request to our customer support and upon receipt of a confirmation from our side item may be replaced or returned by using our return feature. The replacement will be delivered to you in the next 5-7 days or if you choose to return the consignment, you will be offered a full refund.

A device I bought from you has stopped working. What do I do?

All service and warranty related issues related to all products sold by Hosply.in are handled directly by the corresponding Manufacturers/Importers. In case you have not received the details of the Manufacturer/Importer, please reach out to our Support team to get the same info. You can directly coordinate with them for service/warranty post the same. In cases where you need help in coordinating with the Manufacturer/Importer, where a particular issue has been dragging for too long, Hosply.in may step in to coordinate for a faster resolution of the issue.

Is any warranty applicable on the products I buy on Hosply.in?

All products come with manufacturer warranty. You can check with the manuals provided with the product or the manufacturer's website for information about a service centre close to you.

How do I claim warranty if the warranty card is not sealed on the product bought?

Most service centres accept a proof of purchase (i.e. original invoice) to provide warranty service. In case of any grievances contact customer support at [email protected] or call us at +91-7069269000.

Why is the warranty card on my product not sealed?

To seal the warranty card, we have to open the box and as customers do not accept open packages that?s why the warranty cards aren?t sealed. Please keep proof of purchase safe to claim warranty.

What is the warranty for replacement I got? Will it be the same as the initial product?

Yes, the warranty for your replacement will be the same as your initial product.

Can I get services on products which are out of warranty?

Yes, you can however we will charge you for any such services.

CANCELLATION

Where can I find the Hosply.in refund policy?

The refund policy can be found under "Return/ Replacement Policy" on the footer.

How can I return/ replace a product purchased on Hosply.in?

Products once sold can be returned for a refund if and only if they meet our terms and conditions. To return an item, the buyer can email us a return request on [email protected] within 48 hours of the receipt of the product. Once the request has been registered, Hosply.in endeavors to evaluate the query and have the items collected by our logistics partners in a timely manner. For canceling an order, go to “My Account” section then “Return/Replacement”. Click on "Request New RMA" and select an order that you wish to return/replace. You can also request canceling your order by sending an email to [email protected]. For more queries on this contact us at +91-9512022685.

Can I return a part of my order?

Yes. A return request can be submitted for each product in your order individually and for a partial quantity if more than 1 of an item has been ordered.

A device bought from you is damaged/stopped working/needs service. Can I return it to you and get a refund?

Please write to us on [email protected] to cancel the return request specifying the details of the query and our customer service will act on it immediately.

How do you refund against a cancelled order?

If while placing an order you have made an online payment via Wallet, Credit/ Debit card or Net Banking then the amount is refunded back on the respective payment mode. For other payment modes like Cheque or bank deposit, we will need your bank details. Send the same to us at [email protected] with subject line “Account details for refund against order no. xxxxxxxxxxxx dated xx/xx/xx”. Specify order number and date clearly in the subject line.

There is a delay in the refund amount to be credited to my bank account. Why?

If the buyer has received an email from our customer service team confirming the refund, please be assured that Hosply.in has initiated the refund request with our partner bank and will be processed shortly. However, if there has been a significant delay please feel free to write to us on [email protected] and we shall resolve your concerns.

What is the Time period for return in case if the product is expiring?

The expiry period of the product should be <6 months from date of dispatch

In case of return, what all conditions are required?

Hosply.in will only accept returns if the product is complete, unused, undamaged product and packing, with bill.

NO RETURNS/ REFUNDS POSSIBLE

1. Rehabilitation Products 2. Partially used strips, opened bottles 3. Products expired post purchase 4. Temperature controlled items: vials, inejctions, vaccines, penfills 5. Products directly used on patients (eg. Face masks, Personal hygience & self care products) 6. Any equipments: X-ray units, Implants, etc.

I do not wish to return the product anymore. What can I do?

Please write to us on [email protected] to cancel the return request or call at +91-7069269000 specifying the details of the query and our customer service will act on it immediately.