Customer Support Policy

Effective Date: 1 Jan 2025

At MODCART.CO, customer satisfaction is our highest priority. This Customer Support Policy outlines our commitment to addressing queries, complaints, and concerns in a timely, professional, and effective manner.

1. Support Availability

Our customer support team is available during the following hours:

  • Monday to Saturday: 10:00 AM – 6:00 PM (IST)
  • Sunday & Public Holidays: Closed (Emergency support only via email)

2. Support Channels

You can reach us through the following channels:

  • Email Support: info@modcart.co / modcartpvtltd@gmail.com
  • Phone Support: +91-9711369320
  • Contact Form: Available on the “Contact Us” page of our website
  • Help Desk Ticketing System: Accessible via user dashboard

3. Types of Assistance Offered

Our team can assist with:

  • Order tracking and updates
  • Return, refund, and cancellation requests
  • Payment or billing issues
  • Product information or specifications
  • Technical problems (account login, website bugs)
  • Seller support queries

4. Response and Resolution Time

We strive to address all queries promptly:

Issue TypeInitial Response TimeResolution Time
General QueriesWithin 24 business hours1–2 business days
Order-Related ComplaintsWithin 24 business hours2–4 business days
Technical IssuesWithin 12 hours1–3 business days
Refund/Return RequestsWithin 24 business hours5–7 business days (post-validation)

5. Customer Obligations

To ensure fast and accurate support, customers are requested to:

  • Provide a valid Order ID and registered email address or phone number
  • Attach relevant screenshots or supporting documents, if applicable
  • Maintain polite and respectful communication with our team

6. Escalation Process

If you are unsatisfied with the initial resolution:

  • Email: info@modcart.co
  • Our senior support executive will respond within 48 business hours

7. Policy Updates

We reserve the right to amend this policy as needed. Updates will be reflected on our website.

8. Contact Information

Modcart Ecom Private Limited
Email: info@modcart.co | modcartpvtltd@gmail.com
Phone: +91-9711369320
Address:55,Third floor Western, marg Lane-2,saidulajab, Gadaipur, India, 110030