Customer Service

Explore Labs believes in helping its customers as far as possible. We believe in keeping our customers informed. Here are some points that you, as the user, should be aware of:

Shipping & Delivery

Domestic Shipping

For Domestic (Indian) users, orders are shipped through registered domestic courier companies. Orders are generally shipped within 24 hours or as per the delivery date agreed at the time of order confirmation and delivering of the shipment subject to Courier Company/Post Office policies.

Free Shipping:

Free shipping is provided for selected pincodes as a limited period offer. This offer expired on 26-Jul-2016.

Ships in 24 Hours:

Orders get dispatched in 24 Hours once Payment is authorized by the Payment Gateway or after successful order confirmation by phone (in case of Cash on Delivery order) and the following day is a working day (not a Public Holiday). 

CoD (Cash-on-Delivery) orders may take an additional 24-48 Hours for processing.

Note: "Ships in 24 Hours" is not a service that we guarantee, however our best efforts will be directed towards the same. Pre-Ordered Products and Back-Ordered (Out Of Stock) Products will be shipped once they are in stock and Payment is Authorized by the Payment Gateway. CoD is not available as a Payment Option in this case.

Delivery Estimate:

Delivery estimates shown at the time of placing an order are approximate transit times only and these estimates are not guaranteed/promised delivery dates. These estimates may vary as per courier companies' operating procedures. Explore Labs can not be held liable for any discrepancies in this regard.

Delay:

Explore Labs will not be liable for any delay in delivery caused by the courier company/postal authorities and only guarantees to hand over the consignment to the courier company or postal authorities within 24 hours from the date of the order after successful Payment Confirmation by the Payment Gateway or confirmation by phone in case of CoD order or as per the delivery date agreed at the time of order confirmation.

Address for Delivery:

Delivery of all orders will be to the registered address of the buyer as per the Order Confirmation Mail at all times (unless specified via E-Mail before shipment of order and within 24 hours of Order Confirmation).

State Regulatory:

Respective regulatory form has to be obtained by the buyer from their local Commercial Taxes Department of the respective state and has to be provided in hard copy to Explore Labs before shipment of the goods. All duties and taxes including state regulatory levies, octroi are the responsibility of the buyer. Explore Labs is in no way liable to pay/reimburse these state level duties or taxes.

International Shipping

  • All in-stock orders will be shipped in 1-5 business days as the payment has cleared.
  • Any duties and taxes for international shipments are the responsibility of the customer. Explore Labs is not responsible for any extra charges once the original package has been shipped. If the customer refuses to pay these extra charges, the return shipping and any additional fees will be taken out of the cost of the order, with any remaining funds being refunded to the customer.
  • Shipping methods offered are: FedEx International Priority®, DHL Express, TNT Express and Express Mail Service (EMS).
  • Actual shipping costs are calculated during checkout. For an estimate before checkout, please add the items you intend to order to your cart, and then click "Estimate Shipping" from the Shopping Cart page. This will provide a list of estimates for the shipping methods available to your selected destination.
  • We do not accept International C.O.D. (Cash On Delivery) orders.
  • Customs, Duties or any other levies would be borne by the Customer.

FedEx International Priority

  • FedEx International Priority is a track-able and insured service.
  • A highly reliable, express, time-definite, customs-cleared, door-to-door service for worldwide packages.
  • Typical transit times are from 1 to 3 days.
  • Transit times & Delivery times vary and depend on your local regional operations.
  • FedEx does not deliver to PO Boxes. If your shipping address is a PO Box, you must select the EMS Postal Service option or your package will be returned to us at your expense.

DHL Express

  • DHL Express is a track-able and insured service.
  • A highly reliable, express, time-definite, customs-cleared, door-to-door service for worldwide packages.
  • Typical transit times are from 1 to 3 days.
  • Transit times & Delivery times vary and depend on your local regional operations.
  • DHL Express does not deliver to PO Boxes. If your shipping address is a PO Box, you must select the EMS Postal Service option or your package will be returned to us at your expense.

TNT Express

  • TNT Express is a track-able and insured service.
  • A highly reliable, express, time-definite, customs-cleared, door-to-door service for worldwide packages.
  • Typical transit times are from 2 to 5 days.
  • Transit times & Delivery times vary and depend on your local regional operations.
  • TNT Express does not deliver to PO Boxes. If your shipping address is a PO Box, you must select the EMS Postal Service option or your package will be returned to us at your expense.

Express Mail Service (EMS)

  • EMS is sent via India Post and your country's postal system.
  • Transit times & Delivery times vary and depend on your country's postal system.
  • Typical transit times are from 5 to 7 days.
  • This service does include a Tracking Number.
  • Explore Labs will not be responsible for any packages that are lost/damaged/stolen.

 

Payments

Domestic Customers:

Online Payment - Explore Labs uses respectable Payment Gateways for fast, easy, efficient and secure payments. All major Indian Bank issues Debit Card / Credit Card / Netbanking / ATM Card / Mobile wallets / IMPS / Cash Cards are accepted.  

Cash on Delivery Terms:

  • Cash on Delivery (CoD) is a method in which the user chooses to pay cash at the time of delivery of their order. CoD strictly means that only Cash will be accepted as a Payment option. Cheque or Demand Draft will not be accepted.
  • CoD is a payment option and if chosen to pay Cash at the time of Delivery; the same terms for shipping are applicable for CoD as with Prepaid orders subjected to order validation.
  • While placing an order online, system will present all the possible shipping services available based on the delivery pincode. If CoD service is available, user may choose the appropriate shipping method and proceed with confirming the order.
  • CoD service is available in select cities only. Availability at a given region may vary from time to time depending on the service provider.
  • Orders will be shipped only after confirmation by phone. Tracking details will be provided through E-Mail and/or Message after order confirmation.

International Customers:

PayPal - International customers may choose to pay via PayPal. MasterCard and Visa Credit Cards will be accepted as per respective Bank policies.

 

Cancellation & Refund

Under the Cancellation and Refunds policy:

  • Order Cancellations will be considered only if the request is made within 24 hours of placing the order. However, no cancellation will be approved after the process of shipping the products.
  • Explore Labs reserves the right to cancel any order without any explanation for doing so, under situation where Explore Labs is not able to meet the requirement of the order placed or order so placed/cancelled does not comply with Explore Labs’s policy or for any other reason. However, Explore Labs will ensure that any communication of cancellation of an order, so cancelled, is intimated within appropriate time to the concerned person and any applicable refund, will be made in reasonable time.

Refund:

  • Refund for an order will be initiated within 3-5 business days after completion of cancellation process. Notification will be sent by email.
  • Amount will be refunded in the same account which was originally used for payment. The amount gets reflected into the Bank Account within 7-12 working days. Please note that refunds are processed by respective banks and payment gateway. Their time frame may vary as per their policies.

 

Returns & Replacements

  • In case of complaints regarding products that are not manufactured by Explore Labs, please refer the issue to the respective manufacturers.
  • Products manufactured by Explore Labs come with a limited 90 day warranty against manufacturing defects.
  • In case of receipt of damaged or defective items for products that are manufactured by Explore Labs, please report the same to our Support Team at support[at]explorelabs[dot]com within 24 hours of delivery of the products. The request will, however, be evaluated by the Support Team and may get approved or rejected. The request has to be submitted by e-mail only.
  • For approved returns, an RMA Number will be generated. It is required to mention the RMA Number on the package while returning the products.
  • For defective or damaged items, Explore Labs reserves the right to test and inspect the product for customer misuse and may repair or issue a replacement after inspection.
  • If the item cannot be repaired or replaced, appropriate Store Credit will be generated and intimated to the user. This Store Credit may be used for shopping at the website.

 

Frequently Asked Questions

Q.1 How do i place an order on your website?

Ans - You may follow this procedure: 

  • Browse to the product that you wish to buy.
  • Add it to your Shopping Cart.
  • At this point, you may estimate your Shipping charges.
  • Enter a Discount Couppon Code (if you have any) 
  • Click on Checkout.
  • You will be prompted to create an account (if not created already).
  • Provide Billing/Shipping Address.
  • Confirm your Order.

Q.2 Why do i need to confirm my order?

Ans - In case of Cash on Delivery order, a confirmation from customer is required as per our policies. To confirm your order, you need to call and verify your details as mentioned in the Order Confirmation mail.

Q.3 How do i track my order?

Ans - To track your order, follow these simple steps:

  • Login to your account.
  • Click on Order Status on the top-right side of the website.
  • Click on View Order adjacent to the order number that you wish to check the status of tracking.
  • [You will be presented with the order details like your Shipping/Billing Address and the items that you have ordered.]
  • Below the Billing Address and adjacent to Items ordered there is a link to Track your Order. Clicking it will open a new window showing you the latest tracking information.

 

Terms of Use

The term 'Explore Labs' refers to the owner of the website - Explore Labs Private Limited, a company incorporated under the Companies Act, 1956, with it's registered office at 828, High Court Colony, Near Senapati Bhawan, Jodhpur, 342001, Rajasthan, India. The Website Owner, including subsidiaries and affiliates (“Website” or “Website Owner” or “We” or “Us” or “Our”) provides the information contained on http://www.explorelabs.com - the website or any of the pages comprising the website (“website”) to visitors (“visitors”) (cumulatively referred to as “you” or “your” hereinafter) subject to the terms and conditions set out in these website Terms of Use, the privacy policy and any other relevant terms and conditions, policies and notices which may be applicable to a specific section or module of the website.

If you continue to browse and use this website you are agreeing to comply with and be governed by the following terms and conditions ("Terms of Use") as applicable to the Website including the relevant policies (like, Privacy Policy available at http://www.explorelabs.com/privacy/) as amended from time to time:

  • If You use the Website, You shall be responsible for maintaining the confidentiality of your Display Name and Password and You shall be responsible for all activities that occur under your Display Name and Password. You agree that if You provide any information that is untrue, inaccurate, not current or incomplete or We have reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, or not in accordance with the this Terms of use, we shall have the right to indefinitely suspend or terminate or block access of your membership on the Website and refuse to provide You with access to the Website.
  • The content of the pages of this website is for Your general information and use only. It is subject to change without notice.
  • Neither We nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and We expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at Your own risk, for which We shall not be liable. It shall be Your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to Us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these Terms of use.
  • All trade marks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.
  • Unauthorized use of this website may give rise to a claim for damages and/or be a criminal offense.
  • From time to time this website may also include links to other websites. These links are provided for Your convenience to provide further information. They do not signify that We endorse those website(s). We have no responsibility for the content of the linked website(s).
  • You may not create a link to this website from another website or document without Our prior written consent.
  • You shall not use any "robot", "spider", "deep-link", "page-scrape" or other automatic device, program, algorithm or methodology, or any similar or equivalent manual process, to access, acquire, copy or monitor any portion of the Website or any Content, or in any way reproduce or circumvent the navigational structure or presentation of the Website or any Content, to obtain or attempt to obtain any information through any means not purposely made available through the Website.
  • You shall not attempt to gain unauthorized access to any portion or feature of the Website, or any other systems or networks connected to the Website or to any server, computer, network, or to any of the services offered on or through the Website, by hacking, password "mining" or any other illegitimate means.
  • You shall at all times ensure full compliance with the applicable provisions of the Information Technology Act, 2000 and rules thereunder as applicable and as amended from time to time and also all applicable Domestic laws, rules and regulations (including the provisions of any applicable Exchange Control Laws or Regulations in Force) and International Laws, Foreign Exchange Laws, Statutes, Ordinances and Regulations (including, but not limited to Sales Tax/VAT, Income Tax, Octroi, Service Tax, Central Excise, Custom Duty, Local Levies) regarding Your purchase, solicitation of offers to purchase, and sale of products. You shall not engage in any transaction in an item, which is prohibited by the provisions of any applicable law including exchange control laws or regulations for the time being in force.
  • You shall not probe, scan or test the vulnerability of the Website or any network connected to the Website nor breach the security or authentication measures on the Website or any network connected to the Website. You may not reverse look-up, trace or seek to trace any information on any other User of or visitor to Website, or any other customer, including any account on the Website not owned by You, to its source, or exploit the Website or any service or information made available or offered by or through the Website, in any way where the purpose is to reveal any information, including but not limited to personal identification or information, other than Your own information, as provided for by the Website.
  • You agree not to use any device, software or routine to interfere or attempt to interfere with the proper working of the Website or any transaction being conducted on the Website, or with any other person's use of the Website.
  • You may not forge headers or otherwise manipulate identifiers in order to disguise the origin of any message or transmittal You send to Us on or through the Website or any service offered on or through the Website. You may not pretend that You are, or that You represent, someone else, or impersonate any other individual or entity.
  • You may not use the Website or any content for any purpose that is unlawful or prohibited by these Terms of use, or to solicit the performance of any illegal activity or other activity which infringes the rights of Explore Labs and/or others.
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of India or other regulatory authority.