F.A.Q.

Frequently Asked Questions

Account related

What is 'My Account' ? How do I update my information ?

It is easy to update your Maxener Wellness account and view your orders any time through ‘My Account’. ‘My Account’ allows you complete control over your transactions on Maxener WelIness. Manage/edit your personal data like address, phone numbers, email ids, change your password, track the status of your orders, place re-orders, find details about your reward points and your wish list.

Order status related

What do the different order status mean ?

Payment Pending Authorization: Your order has been logged and we are waiting for authorization from the payment gateway. Payment Authorized, Order under Processing: Authorization has been received from the payment gateway and your order is being processed by the seller. Order Shipped: Your order has been shipped by the seller and is on its way to the location specified by you for delivery. Order Cancelled: The order was cancelled.

How do I know my order has been confirmed ?

Once your order has been logged and payment authorization has been received, the seller confirms receipt of the order and begins processing it. You will receive an email containing the details of your order when the seller receives it and confirms the same. In this mail you will be provided with a unique Order ID, a listing of the item(s) you have ordered and the expected dispatch or delivery time. You will also be notified when the item(s) are shipped to you. Shipping details will be provided with the respective tracking number(s).

Can I order a product that is 'Sold Out' ?

Unfortunately, products listed as ‘Sold Out’ are not available for sale. Please use the ‘Review’ feature to be informed of the product’s availability.

How do l check the current status of my orders ?

You can review the status of your orders and other related information in the ‘My Account’ section In the My Account page, click on the ‘My Orders’ link to view the status of all your orders. To view the status of a specific order, click on the ‘Order Number’ link.

Payment related

How do l pay for a Maxener Wellnesse purchase ?

There are zero hidden charges when you make a purchase on Maxener WelIness. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay. You may use Credit cards/Debit cards and Internet Banking.

Are there any hidden charges when I make a purchase on Maxener Wellness ?

There are zero hidden charges when you make a purchase on Maxener Wellness. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay.

How do l pay using a credit/debit card ?

Credit cards

We accept payments made using Visa, MasterCard and American Express credit cards. To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to the bank’s page for entering the online 3D Secure password.

Debit cards

We accept payments made using Visa, MasterCard and Maestro debit cards. To pay using your debit card at checkout, you will need your card number, expiry date (optional for Maestro cards), three- digit CVV number (optional for Maestro cards). You will then be redirected to your bank’s secure page for entering your online password (issued by your bank) to complete the payment.

How do I place a Cash on Delivery (COD) order ?

Unfortunately, We not accepting any Cash on Delivery(COD) orders. You can pay us with other payment options.

I tried placing my order using my debit card/credit card/Net Banking but the order was not successful. What happens to the money deducted from the card ?

Please check your bank/credit card account to first ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 7 business days. The time taken can vary from bank to bank and we unfortunately won’t be able to expedite this. Please check with your bank for more details.

If your bank informs you otherwise please get back to us. If the money has been credited to our account we would initiate refund within 3 days of your request. Receipt of the refund would however depend on the mode of payment mode chosen by you. The expected timelines are as below:

Net Banking 2-4 business days

Debit Card 5-7 business days

Credit Card 7-21 business days.

I tried placing my order using my debit card/credit card/Net Banking but the order was not successful. What happens to Maxener Wellness reward points deducted from my Account ?

In case your order is not successful and Maxener WelIness reward points has been deducted from your account we would proactively initiate refund within 3 days.

What should I do if my payment fails ?

In case of a payment failure, please retry ensuring: Information passed on to payment gateway is accurate i.e. account details, billing address, password (for net banking) Your Internet connection is not disrupted in the process. If your account has been debited after a payment failure, it is normally rolled back to your bank account within 7 business days. You can email us on [email protected] or please give us a call with your order number for any clarification.

Delivery related

How do you ship your orders ?

We ship certain heavy items such as treadmills, dumbbells etc. by ground couriers while other light items are shipped by air. For a few remote locations where there is no other courier service available, we use Track On courier service to deliver your orders.

Do you ship to international locations ?

We currently ship only within India and do not ship to any international location.

How much time does it take for an order to be delivered ?

We deliver your order within 2-3 working days post-dispatch in (New Delhi, Mumbai, Kolkata, Bengaluru, Chennai, Pune, Ahmedabad and Hyderabad). For the rest of the cities, we deliver between 2-5 business days. Delivery by ground takes a little longer than air couriers. Ground-shipped orders are delivered to you between 5-7 business days post-dispatch. Deliveries to very remote locations such as North East may take up to 7 business days or longer, depending on the location’s geographical constraints.

How can I track my order ?

As soon as we ship your order, you receive an e-mail notification with a link to track your order. You can also access this information from your ‘My Account’ section at the top right corner on our website www.maxenerwellness.com. Online tracking usually goes live within 24-48 business hours post shipping.

How long do you take to dispatch an order ?

The duration of dispatching an order depends on the type of order you have placed. Types of order are:

JIT Items (Just-in-time Items): These items are procured from vendors on receiving your confirmation on an order. It takes 2- 7 business days to dispatch JIT orders after you have placed an order.

Drop-ship Items: These items are shipped directly by our vendors to you. It takes 2-5 business days to dispatch drop- ship orders.

We strive to dispatch your order as soon as possible. In case you have placed a mixed order of In-stock, JIT and Drop-ship items, we sub-divide your order and dispatch it in parts, shipping the earliest available items first.

At all steps of your order processing, we are in constant touch with you over phone, email and SMS to keep you updated.

What are the shipping charges on maxenerwellness.com ?

We deliver an order free of cost at your doorstep for all orders above Rs 500. We bear all the Octroi/sales tax and there is no additional shipping charge that you have to pay at the time of the delivery.

However, if you order amount is less than Rs 500, a minimal shipping charge of Rs 50 is applicable.

Note: Certain additional procedures like state-wise taxes may apply to your order depending upon you order type, the utility of your order, the order size and the state/region the order is being delivered to.

Why dispatch of heavy products take more than the expected time ?

Certain times waybill/road permit is required for heavy products transferred from one state to another so, if you don’t fall under this, consider yourself lucky!!

Dispatch of heavy products take more than the expected time:

1. Firstly, the fulfillment of your order may require a certain road permit/declaration/inward form to be filled,which can either be downloaded from the respective state’s sales tax website or one has to physically go to the nearest sales tax office to procure the above.

2. Also, at times entry taxes as per the Commercial Tax Government rules are levied by the respective state where the goods are shipped (However, it might vary from product to product.)

3. The customer is liable to fill road permit/declaration/inward form and/or pay the entry tax to fulfill the order.

4. The failure of filling the form or not paying the entry tax leads to shipment hold, which eventually may lead to order cancellation & refund.

5. Hence, to have a smooth product dispatch process, form filling and payment of entry taxes wherever required plays a major role.

Returns & Refunds

What is the general return policy on Maxener Wellness ?

14 Day Return Policy

We offer you complete peace of mind while ordering at Maxener Wellness – you can return all items within 14 days of receipt of goods.

If you are not satisfied with what you have bought, Gladly take it back within 14 days from the date of delivery. If you have paid by card then we will reverse the payment. We will issue a cheque in the registered name of the customer.

We also will refund you the shipping charges in store credits. Please ensure however that the product is unused and the tags, boxes and other packaging is intact.

What should I do if I receive a Defective Item ?

If an item is found defective, please get in touch with our customer care on [email protected] or call us on +91-7984379246 within 14 days of receipt of the product. We will arrange a reverse pickup for the product and then issue either a full refund, a different item in exchange, as per your request. Please note that replacements are subject to availability of the particular product.