Find quick answers about ordering, payment, delivery, returns, and our puja items. If you can't find your answer, email us at pandavumang@gmail.com.
Orders
How do I place an order?
Browse our collections, add items to your cart, and go to checkout. Enter your delivery address, choose a payment method, and confirm. You will get an order confirmation email straight away.
Do I need an account to order?
No. You can check out as a guest. An account just makes it easier to track orders and save your address.
Can I change or cancel my order?
You can cancel or change an order before it is shipped. Email us at pandavumang@gmail.com with your order number as soon as possible. Once shipped, an order can't be cancelled or changed.
I didn't get an order confirmation email. What should I do?
Check your spam or promotions folder first. If it isn't there, email us with the name and phone number you used, and we will check.
Can I order in bulk for a temple, event, or festival?
Yes. Email us the items and quantities you need, and we will reply with details.
Can you help me choose items for a puja?
Of course. Tell us the occasion or deity and we will help you pick what you need.
Payments
Which payment methods do you accept?
We accept UPI, debit and credit cards, net banking, and wallets through our secure payment partner Razorpay. Cash on Delivery (COD) is available on selected pincodes.
Is it safe to pay on your website?
Yes. Payments are processed by Razorpay on its secure systems. We never see or store your card details or UPI PIN.
My payment failed but money was deducted. What now?
Don't worry. A failed payment is usually refunded automatically by your bank within 5-7 business days. If it doesn't arrive, email us with your order number or transaction ID and we will help.
Are prices inclusive of GST?
Yes, prices include applicable GST unless stated otherwise. Shipping charges, if any, are shown at checkout.
Do you have Cash on Delivery?
COD is available only on selected pincodes. Enter your pincode at checkout to see if it is offered for your area. A small handling fee may apply.
Shipping and Delivery
Where do you deliver?
We deliver across India to all serviceable pincodes. We do not ship internationally at this time.
How long will my order take?
Orders are dispatched within 1-3 business days. After that, delivery usually takes:
- Within Gujarat: 2-4 business days
- Rest of India: 3-7 business days
- Remote areas: 7-10 business days
Festival seasons can add some delay.
How much is shipping?
Shipping is calculated at checkout based on the weight of your order and your location. Any free shipping offer is shown on our website.
How do I track my order?
When your order ships, we email you a tracking number and link. You can follow your parcel on our courier partner's website.
My order is delayed. What should I do?
Check the tracking link first. If your order is more than 10 business days past the estimated date, email us with your order number and we will look into it.
Can I change my delivery address after ordering?
Only before the order ships. Email us right away. Once shipped, the address can't be changed.
What happens if I am not available at delivery?
The courier usually tries 2-3 times. If delivery fails, the parcel returns to us. We can re-ship at your cost or cancel the order and refund the amount minus the forward and return shipping charges.
Will my items come in one parcel?
Not always. Items may ship in separate parcels, but you pay shipping only once and get tracking for each.
Returns, Replacements and Refunds
What is your return policy?
You can request a return or replacement within 7 days of delivery if the item is damaged, defective, wrong, missing, or very different from its description.
What can't be returned?
For hygiene and religious reasons, we can't accept returns on opened, used, lit, or consumed items such as incense, dhoop, camphor, ghee, oils, and wicks. Perishable items, customised items, and items used or worshipped after delivery are also not returnable.
My item arrived damaged. What do I do?
Email us at pandavumang@gmail.com within 7 days of delivery with your order number, clear photos, and an unboxing video. We reply within 48 working hours and arrange a replacement or refund.
Why do I need an unboxing video?
It helps us confirm the damage and settle your claim quickly with the courier. Claims without photos or video may not be approved.
When will I get my refund?
We start the refund within 2-3 business days after approval, and it reaches your account in 5-7 business days, depending on your bank.
Where will my refund go?
To your original payment method. For COD orders, we refund by bank transfer or UPI.
Who pays for return shipping?
We do, if the return is due to our error. Otherwise the customer pays.
Products
Are the products in the photos exactly what I'll receive?
We try to show items as accurately as we can, but colours can look different on different screens. Handmade items made of brass, copper, wood, or stone can differ slightly in finish, size, or weight. These natural variations are not defects.
How do I care for brass and metal items?
Wipe with a soft dry cloth after use. To clean, use a mild paste of lemon and salt or tamarind, rinse with water, and dry well. Keep away from harsh chemicals.
Are your items for religious use only?
Our items are meant for puja and decoration. They are not medical or health products.
How do I know if an item is in stock?
The product page shows whether it is available. If an item sells out, you will see it marked as out of stock.
Account and Privacy
How do I create or reset my account password?
Click the account icon, then choose Create account or Forgot your password? and follow the steps.
How do you use my personal information?
Only to process and deliver your orders and support you. We never sell your data. Please read our Privacy Policy.
Contact and Complaints
How do I contact you?
Email us at pandavumang@gmail.com or use the form on our Contact Us page. We are available Monday to Saturday, 10:00 AM to 7:00 PM IST, and we reply within 24-48 working hours.
How do I make a complaint?
Contact our Grievance Officer (see the Grievance Officer page). We acknowledge complaints within 48 hours and resolve them within one month.
Where are you located?
Dom-3, Chagankaka ni Wadi, Near Harekrishna Farm, Dabholi, Surat - 395004, Gujarat, India.
Still need help? Email pandavumang@gmail.com and we will be happy to assist. Jai Shree Krishna! 🙏