Frequently Asked Questions

Where Is Marvel Pack’s Head Office Located?

The Head Office is in Mumbai at: 319 Kaliandas Udyog Bhavan Premises, Prabhadevi, Mumbai, Maharashtra 400025. India Tel: +91 8928058020, email: hello@marvelpacks.com

Where Can I Buy Marvel Packs Products In India?

We retail our products through our exclusive company-owned store in Mumbai.. We also offer online sales through our website at www.marvelpacks.com

Are Marvel Packs Products Available Internationally?

Yes, we now offer online sales through our website at www.marvelpacks.com to the Australia, Bangladesh, Belgium, Canada, Denmark, England, France, Germany, Greece, HK, Holland, Indonesia, Italy, Japan, Malaysia, Mauritius, Mexico, Nepal, Northern Ireland, Philippines, Portugal, Scotland, Singapore, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, UAE, USA, Wales. We plan to expand this online webstore to ship to customers around the world in the near future. 

In addition, we sell Marvel Packs products to retail and wholesale buyers around the world through our export department based at Marvel Packs headquarters in Mumbai, India.

Are Gift Vouchers Available At The Stores?

Yes. Gift Vouchers are available at all our stores.

 

Shopping

How Do I Shop Online?

Please refer to our How To Shop page which walks you through the shopping process.

How Will I Know If You Have Received My Order?

During the payment process you will be given a confirmation that your credit card has been successfully processed. You will also be given an order confirmation number through an email from Marvel Packs.

How Do I Check My Order Status?

You can view your order status at any time once you have placed your order, through My Orders options after logging in to your account on Marvel Packs website. We try to dispatch all the orders from our warehouse within two working days and then you can track your order from Track your order option on the homepage of www.marvelpacks.com through the UPS tracking system.

Is It Safe To Use My Credit Card Online At marvelpacks.com?

We do not store credit card information on our website. Your credit card information is safe with our payment solution providers – CCAvenue, PayU and PayPal.

What If An Item Is Out Of Stock?

We make every effort to keep all products in stock. However, there may be times when unexpected demands exceed our supply. If you place an order for an item which is not in stock, we will inform you through an email and credit your credit card within two business days of purchase. We will not retain your request for an out of stock product in a back order system. In the future, we hope to be able to notify you when an out of stock item becomes available which would allow you to place a new order for this product.

Do I Have To Sign Up For an Marvel Packs Account To Buy Something At marvelpacks.com?

You do not have to create an account on marvelpacks.com when you place an order, and can simply proceed as a Guest Shopper. However, there are several benefits to creating an account. Please refer to the My Account page for more details.

 

Shipping

Will I Be Charged For Octroi Or Entry Taxes In Case Of Domestic Shipping?

All of Marvel Packs orders are shipped within India from our warehouse in Mumbai, India to your provided shipping address. Due to the nature of interstate shipping, you may have to pay additional duties and taxes which are levied once a shipment reaches your state. The majority of orders will not have to pay any additional fees. However, we are unable to calculate when and how much these infrequent duty charges will be levied. In the case where additional duties or taxes are assessed, customers will be responsible for paying these additional fees. To make your shopping experience as seamless as possible, we have arranged with our shipping partners to clear your goods for you and deliver them to your doorstep. If you are presented with an invoice/receipt from our shipping partner for any duties and taxes, you will have to pay them directly at the time of delivery.

How Long Will It Take To Receive My Order?

We make every effort to process your order as quickly as possible. We usually require 15 working days to dispatch your order. However if the quantities ordered are more than 5 pieces per product per style, or in case the item ordered is under production it may take longer to process the order. In such cases we keep you posted through email.

Which Countries Do You Ship To?

We ship to Australia, Bangladesh, Belgium, Canada, Denmark, England, France, Germany, Greece, HK, Holland, India, Indonesia, Italy, Japan, Malaysia, Mauritius, Mexico, Nepal, Northern Ireland, Philippines, Portugal, Scotland, Singapore, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, UAE, USA, Wales. If you would like to request a shipment to a country which we are not currently servicing, please contact us (hello@marvelpacks.com) to inquire if we can ship to your location.

Do You Offer Expedited Shipping?

No. At this point we are unable to offer overnight or expedited delivery service.

How Is My Order Shipped?

All Marvel Packs orders are shipped door to door, via DHL internationally, and via a number of shipping companies within India from our warehouse in Mumbai, India to your provided shipping address.

Do You Ship Backorders?

No. We aim to keep every item on our website in stock. If there is an item which you purchase and then we realize this item is not available, we will promptly inform you within 2 working days of your purchase and fully refund your money for the out of stock item.

Will Everything Ship Together?

Yes. Because we do not process backorders, whatever is in stock will be shipped together.

Can I Ship Different Items In My Order To Different Shipping Addresses?

We can only process one shipping address per order. So, if you would like to order several items and ship them to different people, please treat these as separate orders.

Can My Order Ship To A Post Office Box?

No. Since we offer door to door deliveries through our shipping partners therefore you must include full address details including a street address for the shipping address.

What Are The Shipping Costs?

For all international deliveries we offer Free Shipping on all orders US $100 and above. For orders less than US $100 we charge a flat rate of $20. For domestic deliveries i.e deliveries within India, we offer Free Shipping on all orders above Rs. 1000.

Will I Be Charged For Customs Charges In Case Of International Shipping?

All of Marvel Packs orders are shipped internationally from our warehouse in Mumbai, India to your provided shipping address via DHL. Due to the nature of international shipping, occasionally a customer may have to pay additional import duties and taxes which are levied once a shipment reaches your country. The large majority of orders will not have to pay any additional fees. However, we are unable to calculate when and how much these infrequent customs duty charges will be levied. In the case where additional customs charges are assessed, you will be responsible for paying these additional fees. To make your shopping experience as seamless as possible, we have arranged with DHL to customs clear your goods for you and deliver them to your doorstep. If you are presented with an invoice from DHL for import duties and taxes, you will have to pay DHL directly at the time of delivery.

How Do I Track My Order?

You can track your order on our Order Tracking page. If you do not have a tracking number or delivery confirmation number, please contact us. If you are not sure whether or not your order has shipped yet, you can check the status of your recent orders in My Account

Can I Change My Shipping Address After Placing My Order?

Once we receive your order, we take approximately 15 working days to process your order before handing it over to the shipping company. If you would like to change your shipping address for an order which you have already placed, we will try to accommodate your requests if we still have the package in our possession. Please contact us (hello@marvelpacks.com) with your requested change and we will send you an email reply to confirm if we were able to make the change. If we have already handed your order over to the shipping company then we are unable to make any shipping address changes. Please note that we will not be able to change the address of an order placed for India delivery to International delivery or vice versa since the pricing for India and international deliveries is different from each other.

Why Was My Package Undeliverable?

In case of International and domestic shipping the shipping company will attempt delivery 3 times at the delivery address specified by you in the order, before they contact us that your package is not deliverable. If you have not received the package, you can track the package through the Order Tracking facility. If the package status is shown as undeliverable please call the shipping company at their local number and quote your tracking number to trace your package.

Here are some reasons why your package may be determined undeliverable:

Incorrect Address: Marvel Packs does not take responsibility if the delivery address provided by you is incorrect or outdated. If a package is returned to us because the address is incorrect or outdated we will consider the order status as closed, and no refund will be issued. Please carefully check to make sure that you have supplied a current and correct shipping address.

Address Format: If you supply a Post Office Box for your shipping address, Courier Partner is unable to deliver your package. We will try to catch this problem prior to shipping. If a package is returned to us because the address is incorrect or outdated we will consider the order status as closed, and no refund will be issued. Please make sure that you do not supply a Post Office Box address for your shipping address.

Failed Delivery Attempts: In case of International and domestic deliveries the shipping company will make three attempts to deliver your package. In case of International deliveries for orders over $400 DHL generally requires a signature. For orders less than $400 it is the discretion of the DHL driver if a signature is required. If any duties or taxes are due, then the shipping company will require payment at the time of delivery. If you are generally not home during delivery hours, please use a shipping address where someone will be available to sign for the package. If the driver deems it necessary to obtain a signature and has made three delivery attempts, then the package is returned to us as undeliverable. If the package status is shown as undeliverable please call the shipping company’s customer service at their local number and quote your tracking number to trace your package.

Refused by Recipient: If you are sending a gift to someone and they refuse to accept the package because they think it is being sent to them in error, then the package will be returned to us as undeliverable. By informing your gift recipient that they should expect a package you will help us ensure that they receive your gift.

 

Billing & Payments

In Case The Delivery Destination Is Outside India Will I Be Charged Sales Tax?

You will not be charged sales tax because we ship your order from India. Please refer to Duties and taxes section under our Terms of Use for more information on taxes and duties.

What Payment Methods Do You Accept?

We accept all MasterCard, VISA, American Express, and Citibank Maestro Debit Cards (an online real-time authorization is done through the Payment Gateway). If you have an Indian bank account, you can also transfer your payment directly to us using our payment gateway’s net banking facility.

When Will My Credit Card Be Charged?

Your credit card will be charged at the time of placing your order through our secured payment gateway. (an online real-time authorization is done through the Payment Gateway)

What Currency Will My Order Be Billed In?

Your order will be billed in the currency of your debit / credit card. All the prices shown on Marvel Packs website would be in US$ or INR depending on the ordering and delivery location. For all deliveries in India, you would view and pay the Indian Rupee prices, while for all international deliveries outside of India, you would view the US$ prices. * International Shopper + International Delivery = USD prices * International Shopper + India Delivery = INR prices * India Shopper + International Delivery = USD prices * India Shopper + India Delivery = INR prices

Can I Change My Billing Address?

In order for us to successfully process your credit card, you must provide the billing address which is used for your credit card.

 

Customer Service

How Do I Contact Customer Service?

Please email us through our Contact Us page.

How Do I Remove My Name From Your Email List?

Please go to our unsubscribe page.

Will You Share My Information With Others?

No, we will not share your information with others. For more details, please read our Privacy Policy.

Can I Email My Order?

Yes. You can email us your order at hello@marvelpacks.com

Can I Call In My Order?

Currently we do not have a call in number for placing orders. Please follow the steps in the online checkout process on the website.

If I Have Problems With My Order, Whom Should I Contact?

If you have any problems or concerns about your order, please email us at hello@marvelpacks.com

How Can I Modify My Order?

You can modify your order at any time during the shopping process by editing / modifying your shopping cart. Once you confirm payment for the items in your shopping cart, the order is considered as final and cannot be modified.

How Can I Cancel My Order?

Once you confirm payment of your order, your order cannot be changed or cancelled. You will need to contact us through the Request for Cancellation button under My Account within 12 hours of placing your order for us to be able to confirm this cancellation. In case we have already processed your order you will be advised that the cancellation is not possible. As we aim to maintain quick turnaround times on our order processing, dispatch and deliveries, we may not be able to support your request unless it is received within the stipulated time frame. Cancellations are solely at the discretion of Marvel Packs.

 

Returns & Exchanges

What Is Your Return Policy?

At Marvel Packs we stand behind the quality of our products and we will provide a full refund for the cost of the product if you are not satisfied with your purchase for any reason. Returns must be made within 30 days of receiving the goods. Shipping charges will not be refunded and customers are required to pay for the shipping costs to return the goods. Please click here to know more about our Returns Policy. 

Note: Customers cannot return or exchange an item which has been purchased online at any of our retail stores, and similarly retail store purchases cannot be returned through our Online Store.

When Will I Receive A Refund For My Returned Products?

All credits will be issued only to the credit/debit card used for making the original purchase. Once we receive your returned item(s) we will issue your credit and send you an email confirmation. Please allow one billing cycle for the credit to appear on your credit/debit card statement. Click here to know more on Refunds.

How Do I Exchange An Item?

In order to exchange an item you need to go through the returns process as described above. We will refund your credit/debit card once we receive the returned merchandise. You must place a new order for the replacements you would like.