How do I know if an order has been shipped by the supplier?

As soon as your order is shipped by the supplier, you will receive an automated email with the tracking details. Every Supermart Goods Store supplier has their own processing and shipping times. If you find that your order is still within the processing period, please give it some time. Don’t forget to deduct the weekends from your timeframe since our suppliers only work on weekdays. Once the package leaves the supplier’s warehouse, the notification email will be sent out with the tracking information.

Can I choose a shipping carrier?

Each Supermart Goods Store supplier will choose a default shipping carrier, along with the associated domestic and international shipping flat rates. There are no options to select certain carriers on Supermart Goods Store at this moment.

How do returns, exchanges, and refunds for orders work on Supermart Goods Store?

What is the return policy for Supermart Goods Store orders?

Each supplier on Supermart Goods Store has their own unique return policy. Many suppliers offer returns, while some suppliers may have a no-refund policy on all their orders. Contact our support team at support@Supermart.com to get the most up to date return/refund information. In extreme cases, Supermart Goods Store reserve the right to overturn a supplier’s return policy.

Such cases include:

• Customer received a damaged or incorrect product: In the case that a customer reports a damaged or incorrect product, the customer will be required to submit photo evidence for review. If the claim is approved, the supplier is responsible for paying the return shipping charges and for replacing or refunding the order. If the product packaging is damaged but the product itself is intact, the recipient must submit a claim to the shipping carrier directly.

• The shipment was returned to the supplier due to incorrect address: In the case that a reshipment is required due to address entry error on the customer’s end, this additional shipping cost will be covered by Market You Shop.

• Missing order: In the case that a package is delivered (based on tracking number update) but the recipient claims that they did not receive the item, the recipient must submit a claim to the shipping carrier directly.

• Late order: In the case that the product has not been processed or shipped within the time frame agreed to by the supplier, and the customer wishes to cancel the order, then the supplier is responsible for refunding the order. Please note that a supplier may sometimes require more time to fulfill orders such as during high-volume seasons. In these instances, the supplier is allowed to notify that their orders will be fulfilled later than normal.

How do I request for a return, exchange or refund?

Handling returns is something that is hard to avoid but Supermart Goods Store is here to help! We have put together the following process to make this process easier:

1. Make sure to have a valid reason to replace or return the product (e.g. defective items) and obtain evidence by requesting photos.

2. Next, contact our Customer Support team via email IykeStores@gmail.com and include the evidence.

3. After we have successfully alerted the supplier and they have approved the order return or refund, the product must be returned to the supplier.

4. Next, the customer must return the product and provide a tracking number. The product must be returned to the address on the original package.

5. Once the tracking number has been provided (or once the supplier has received the returned product), a replacement product will be shipped or a refund will be credited back to the card on file. In order for Supermart Goods Store to process a refund for an order, we will require a tracking number to be provided for our suppliers for the order/item return.

How does Supermart Goods Store vet its suppliers?

In order to become a supplier on Supermart Goods Store, suppliers are required to go through an in-depth review and onboarding process. Here is an overview of the requirements:

• High quality products: all suppliers are the producers of high-quality products, most of which are produced and shipped from Europe or North America

• No third party warehouses: all suppliers are required to manufacture or hold their own inventory – no third party warehouses allowed!

• Discount on retail prices: all suppliers are required to offer discounted pricing off of their regular retail price to ensure our customers are getting the best deals!

• Fast order processing and shipping: all suppliers are required to abide by the processing and shipping time frames they have specified in order to offer customers the best experience

At Supermart Goods Store, we want our customers to have the best-in-class experience, which is why all our suppliers go through a rigorous vetting process before joining the platform.