Customer Support Policy

Last Updated: 12 January 2026

At Shoppermart, operated by ZENOVERSE TECHNO PRIVATE LIMITED, we are committed to providing excellent customer support to ensure a smooth and enjoyable shopping experience for all our customers. This Customer Support Policy outlines how we assist our users with inquiries, complaints, and issues related to our platform, products, or orders.

By using Shoppermart, you agree to the terms outlined in this policy.

1. Support Channels

We provide multiple channels for customers to reach our support team:

2. Operating Hours

  • Customer support is available Monday to Friday, 9:00 AM – 6:00 PM IST

  • Emails and messages received outside business hours will be addressed on the next working day

  • Urgent issues related to order delivery or payment disputes may receive priority attention

3. Response Time

  • General inquiries: within 24–48 hours

  • Order-related issues: within 12–24 hours

  • Complex or escalated complaints may take longer but will be communicated promptly

4. Types of Support Provided

Our support team assists with:

  • Order tracking and delivery status

  • Returns, refunds, and replacements

  • Payment issues or failed transactions

  • Product inquiries and specifications

  • Account management, login issues, and profile updates

  • Vendor-related queries for orders fulfilled by specific sellers

5. Customer Responsibilities

To help us provide effective support, customers are expected to:

  • Provide accurate and complete information when contacting support

  • Keep order details, invoice numbers, and payment information ready

  • Respond to queries from the support team in a timely manner

  • Avoid abusive or threatening communication toward support staff

6. Complaint Resolution

  • All complaints will be acknowledged promptly and tracked until resolution

  • We aim to resolve most issues within 5–7 business days

  • If a resolution cannot be reached, the matter may be escalated to management or relevant authorities

7. Feedback

  • Customers are encouraged to provide feedback on their experience with our platform and support services

  • Feedback helps us improve services and address recurring issues

8. Contact Information

For any assistance, please contact us:

Company Name: ZENOVERSE TECHNO PRIVATE LIMITED
Address:  D-9, Ground floor, Sector 3, Noida, Gautambuddha nagar, Uttar Pradesh, India- 201301
Email: info@zenoverse.in
Phone: ‪+91 9910656241