Frequently asked questions

Cancellations and Returns.

How can I cancel my order?


We provides easy and hassle-free cancellation. You can cancel your order before it is dispatched to your home. This option is available under the “My Orders” tab in “View Details”.

Please note: Once the order is packed, the merchant may levy a fee a cancellation Charge.




What If I want to return something?


If you’re dissatisfied with the products delivered, please register a complaint, within 48 hours for non-perishable items and 24 hours for perishable items. Our customer support team will get in touch with you to resolve this issue.You can also return the products which you are dissatisfied with, at the time of delivery and we will get the refund initiated for you.




Can I reschedule my order?


Yes, you can do this by clicking on the Need Help option in “My Orders” section. You can also reschedule your order as per your convenience basis the slots available, provided the order is not already en route.

Please note: Once the order is packed, there might be a charge to reschedule your order.




What if I have any complaint regarding my order?


You can use the “Contact Us” section. Our customer care executives are always happy to help.





Placing an Order.

How can I be sure the fruits and vegetables i order are of good quality?


All our fruits and vegetables vendors have a quality check process in place to ensure quality of the items delivered, is up to the mark. Do let us know within 24 Hours if you’re not happy with the quality of the product received.




How will I know if any item in my order is unavailable?


You will receive an SMS notification or a call informing you about the unavailable items in this situation. Refund (if any) will also be initiated within 24 hours.




Is it safe to use my debit/credit card to shop on Mart Mandu?


Yes, it is. All transactions on Mart Mandu are completed via secure payment gateways, which are PCI and DSS compliant. We do not store your card details at any given time.




I’m trying to place an order today but it is getting scheduled for the next day. What can I do?


Depending on order timings and order capacities, your order may be scheduled for a different day. For urgent and Express delivery you can always contact us.




Can I schedule an order to my convenience?


Sure. At the checkout page, you can select a delivery slot of your choice.





General FAQ's

What is Mart Mandu?


Mart Mandu is locally based hyper local delivery company which enables you to order grocery, Electronics, Personal Care , Appliances, Baby care, pet Supplies and other products that you need every day, directly via your mobile or web browser.




What kind of products do you sell?


You can choose from over wide range of products spread across various categories such as grocery, fruits & vegetables, local homemade products, electronics and appliances, health & personal care products, baby care products, pet supplies and much more.




What cities and locations do you operate in?


Mart Mandu currently operates in Kathmandu Valley. With majority of Delivery options for same day delivery, While products are delivered throughout Nepal with different delivery options.




What is the minimum order value?


The minimum order value is NPR 500.




Do you charge any amount or taxes over and above the rates shown?


No, we do not charge anything over and above the rates shown. However, we do have a delivery fee.




How can I make changes to my order before and after confirmation?


You can edit your products in the cart before checkout. If you’ve already placed your order, you can contact our helpline directly.





Payments & Refund.

How can I make payments at Mart Mandu?


We accepts multiple modes of payment. You can make online payments using credit cards, debit cards, netbanking, Cash on delivery (COD) is also available to certain orders and locations.




How long do you take to initiate my refund?


1) For pre-paid/online transactions the refunds will be credited/rolled back to your original mode of payment, i.e. within 7-10 working days for Online payments. 2) For COD related transactions customer has the option to get the refund in his/her designated bank account via NEFT (for which the Customer shall have to share the bank details) and in such a case the credit of refund into the designated bank account will take 7-10 working days.




How can I review my receipt?


We handover the receipt from the merchant to you at the time of delivery. Also, you can look at your transaction history in the “My Orders” tab.





Delivery related queries.

Do you charge for delivery?


Yes, we do charge a minimal delivery charge. The minimum charges and the delivery charges are mentioned at the checkout page.




What are your delivery times?


We have different options for delivery.

Express Delivery - 90 Minutes Delivery*
Standard Same Day Delivery.
Next Day Delivery.

Our deliveries begin from 8 AM and the last delivery is completed by 7 PM.

We shall take into consideration that deliveries are affected by traffic, certain unforseen cirumstances. On which customers will be updated on regular basis.




Can I change the delivery address of my order?


At this time, we do not offer this option. You can, however, cancel your order and reorder from a different address.




What if I don’t receive my order by the scheduled time?


On rare occasions, due to unforeseen circumstances, your order might be delayed. In case of imminent delay, our customer support executive will keep you updated about the delivery time of your order.