What does it mean when my item has reached my state or city?
If you receive an email telling you that your item has reached your state or city, it is because it was shipped from a distant location and has one more step to go before it reaches you. Before you know it, it will be out to get delivered.

What happens after the order gets shipped? Does it directly get delivered?
Often items are procured from various vendors across the country and sometimes have to be transported from far-flung parts of your own city or neighbouring areas. In such cases, the item gets shipped from the vendor to our warehouse and then to you. We send regular email updates about the whereabouts of your order to keep you informed of where your item is in the shipping process.

How do I track the progress of an order?
Once your order has been shipped, you will receive an email and an SMS notification with details of the order. You can track the shipment by clicking on the link provided in the email.

You can also track your order by visiting www.pepperfry.com and clicking on the Track Your Order link located in the upper right-hand corner of the website. From there, you can either login, or type in your order information to get tracking.

My shipment shows delivered but I have not received the order. What should I do?
All orders delivered by us have a proof of delivery with signatures by the person who has accepted the order. In case you haven't received your shipment, please check with family members, neighbors, security, the mail room, reception, and anyone else who may have accepted the order on your behalf.

I am unable to track my order after receiving the tracking number (AWB)?
Pepperfry generates and sends the tracking number (AWB Number) as soon as our courier partners collect the package from the warehouse. However, the courier partners may take between 24 to 48 hours to update the tracking details on their website and hence, your order may not be tracked during this period. If your package was recently shipped, try using the AWB number after 24 hours.

What is the meaning of the different tracking status flags?
In Transit: Your package is on the way to the destination.

Delivered: Your item has been delivered.

Returned to Origin (RTO): Your item has been returned to the Pepperfry warehouse.

My order has been Returned to Origin (RTO). What does that mean?
Shipments are reflected as RTO (returned to origin) under the following circumstances:

Delivery was attempted more than once but it could not be delivered due to either wrong address or no one being present at the given address
The address could not be found because either it was incomplete or the pin code was wrong
You or someone at your delivery address refused to accept the order
You did not have the payment ready for a Cash On Delivery Order
Under these circumstances, our customer support team would try to contact you on your registered phone number. If there is no response on that number or it is not reachable, then the package is returned to origin.

What is the meaning of the different order status?
Ordered Awaiting Confirmation: Sometimes, due to technical issues at the payment gateway or at the bank's end, your online payment does not reach us immediately. In such a case, your order is shown as 'pending verification'.

Order Declined - Payment Unsuccessful: The online payment attempted by you did not succeed. You may try with another payment method or a different card again.

Order Confirmed: The payment made by you has gone through and your order is now confirmed. For COD orders, it means that we have accepted your order for processing.

Item Shipped: The product ordered by you has been procured from the merchant, quality checked done and sent across to your address through our logistic partner.

Delivered: You order has been delivered.

Order Refunded: We processed the refund requested by you. The amount will be returned to the payment method used. Usually, it takes 7 to 10 days for the refund to reflect on your card or in your bank account.