Frequently Asked Questions (FAQ)

Welcome to Surokkha BD Help Center!

At Surokkha BD, we believe that a great shopping experience begins with clear information and reliable customer support. We have answered some of the most frequently asked questions to help you shop with confidence.

If you cannot find the information you need, our customer support team is always happy to assist you.

---

1. Ordering & Shopping

Q1. How can I place an order on Surokkha BD?

Placing an order is simple! Browse our website, select your preferred products, add them to your cart, and proceed to checkout. Enter your delivery information, choose an available payment method, and confirm your order.

Q2. Do I need to create an account to place an order?

You may place an order using the checkout options available on our website. Creating an account, where supported, can make it easier to manage your shopping information and future purchases.

Q3. How do I know if my order has been confirmed?

After placing an order, you may receive confirmation through our available communication channels. Our team may also contact you if additional information is required.

Q4. Can I change or cancel my order?

If you need to change or cancel an order, please contact our customer support team as soon as possible. Changes and cancellations depend on the current processing and shipping status of your order.

2. Payment Methods

Q5. Is Cash on Delivery (COD) available?

Yes! Surokkha BD offers Cash on Delivery (COD) as its primary payment method, allowing customers to pay when their products are delivered.

Q6. Do I need to make an advance payment?

Most orders are available through Cash on Delivery. However, certain products, special orders, or delivery circumstances may require a partial or full advance payment.

Any advance payment requirement will be clearly communicated before order confirmation.

Q7. Is advance payment mandatory for all orders?

No. Advance payment is only required in selected cases, subject to specific terms and conditions.

3. Shipping & Delivery

Q8. How long does delivery take?

We aim to deliver orders within the following estimated timeframes:

• Inside Dhaka: 1–2 days
• Outside Dhaka: 2–3 days

Delivery times may vary due to location, courier availability, weather conditions, public holidays, or unforeseen circumstances.

Q9. Do you deliver across Bangladesh?

Yes! Surokkha BD provides delivery services across Bangladesh through available courier and logistics partners. Some remote areas may have limited delivery availability.

Q10. How much is the delivery charge?

Delivery charges may vary depending on your location, product size, weight, and courier service. Any applicable delivery fees will be displayed or communicated during checkout or order confirmation.

Q11. Can I track my order?

You can contact our customer support team for available order status and delivery updates. If a tracking facility is available for your shipment, the relevant information may be provided.

Q12. What should I do if my delivery is delayed?

If your order does not arrive within the estimated delivery period, please contact our customer support team with your order details. We will assist you with the available shipment information.

4. Product Inspection & Returns

Q13. Can I check my product before accepting delivery?

Yes. Customers are required to inspect their products in the presence of the delivery representative, subject to the courier company's applicable inspection guidelines.

Please verify the product type, quantity, visible condition, and specifications before accepting the order.

Q14. What if I receive a damaged or incorrect product?

If you notice visible damage, missing items, or an incorrect product during delivery, please inform the delivery representative and contact our customer support team immediately.

Providing photographs or videos may help us review the issue more efficiently.

Q15. Can I return a product after the delivery rider leaves?

Under our standard return policy, products are generally not eligible for return or exchange once the order has been accepted and the delivery representative has left.

Customers are therefore strongly encouraged to inspect their orders at the time of delivery.

However, this policy does not limit any rights available under applicable consumer protection laws, including rights concerning defective or misrepresented products.

Q16. Can I return a product if I simply change my mind?

We generally do not accept returns based solely on a change of mind after the product has been accepted.

Please review product descriptions, specifications, and available information carefully before placing your order.

5. Refunds & Cancellations

Q17. How can I request a refund?

If you believe you are eligible for a refund, please contact our customer support team with your order number, product details, and a description of the issue.

Our team will review your request according to our Return & Refund Policy and applicable law.

Q18. How long does it take to receive a refund?

Approved refund processing times may vary depending on the payment method, payment provider, and nature of the request. Our team will communicate the available refund details after reviewing your case.

Q19. Will I receive a refund if my prepaid order cannot be fulfilled?

If Surokkha BD is unable to fulfill a confirmed prepaid order, we will arrange an appropriate refund or another mutually agreed resolution in accordance with the applicable terms and legal requirements.

6. Product Quality & Warranty

Q20. Are your products quality-checked?

We strive to source and offer products that meet our quality expectations. Customers should review product descriptions and inspect delivered items according to our delivery guidelines.

Q21. Do your products come with an official warranty?

Selected products may include an official warranty or guarantee provided by the manufacturer, brand, or authorized distributor.

Warranty availability, duration, and coverage depend on the specific product.

Q22. How can I claim a product warranty?

For products covered by an official manufacturer warranty, please follow the applicable warranty terms and procedures.

You may need to provide your purchase invoice, warranty card, or other supporting documentation.

Our support team can assist with available warranty information.

Q23. Does Surokkha BD provide its own warranty?

Surokkha BD does not provide an independent warranty unless explicitly mentioned on the product page or confirmed in writing.

7. Customer Support & Assistance

Q24. How can I contact Surokkha BD?

Our customer support team is available to assist you with orders, deliveries, product inquiries, and other shopping-related concerns.

Customer Support Phone: 09647-081704

Email: [email protected]

Support Hours: 9:00 AM – 10:00 PM

Q25. What should I do if I have a complaint?

Please contact our customer support team with your order information and a clear description of your concern.

We are committed to reviewing customer complaints fairly and providing appropriate assistance.

---

Still Have Questions?

We’re Here to Help!

At Surokkha BD, your trust and satisfaction matter to us. Whether you need help placing an order, understanding our policies, or getting delivery information, our team is ready to assist.

Contact our support team for further assistance.

Thank you for choosing Surokkha BD.

Surokkha BD — Trusted Online Shopping Experience.