Frequently Asked Questions


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

It is easy to update your Explosive Whey account and view your orders any time through ‘My Account’. ‘My Account’ allows you complete control over your transactions on this website. You can 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 orders and access your wish list.

What do the different order statuses mean?

Payment Pending Authorization: Your order has been logged and we are waiting for an authorization from the payment gateway.
Payment Authorized, Order under Processing: Authorization has been received from the payment gateway and your order is being processed.
COD Verification Pending: Your order has been received by us but will be processed only after you verify the COD order via a verification call that will be made to your number. 
Order Shipped: Your order has been shipped and is on its way to the location specified by you for delivery.
Order Cancelled: The order was cancelled.

What do the different order statuses mean?

Once your order has been logged and payment authorization has been received, we will confirm the receipt of your order and begin processing it. You will receive an email confirming the details of your order. 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 ‘Notify Me’ feature to be informed of the product’s availability.

How do I check the current status of my orders?

You can review the status of your orders and other related information in the ‘My Account’ section. On this page, you must 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.

How do I pay for a purchase?

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, Internet Banking and Cash On Delivery (COD)to make your purchase.

Are there any hidden charges when I purchase on the website?

There are zero hidden charges when you purchase on our website. You would be charged a delivery fee of Rs. 30, if your order is less than Rs. 500. Also, a COD fee of Rs. 30 is applicable if your COD purchase is less than Rs. 500. (What if the order is more than Rs 500? Is it free or are they going to charge less mount?)

What is Cash on Delivery (COD)?

If you are not comfortable making an online payment, you can opt for the Cash on Delivery payment mode. With COD you can pay in cash at the time of actual delivery of the product at your doorstep, without requiring you to make any advance payment online. The maximum order value for the Cash on Delivery (COD) payment is Rs. 10,000. It is strictly a cash-only payment method. Rs. 30 COD charges are applicable if your order total is less than Rs. 500.

How do I 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, and 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), and 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?

All items that have the “Cash on Delivery Available” icon are valid for order by Cash on Delivery. Add the item(s) to your cart and proceed to checkout. When prompted to choose a payment option, select “Pay by Cash on Delivery”. Enter the name and contact details of the person who would be receiving the COD order. Please verify your order by giving us a missed call on +91-8527732632 from the number you have given as Cash On Delivery number in the payment options. In case you are unable to make this call, we will give you a call to confirm the order. (A bit confusing. If I don’t give a miss call then after how many minutes or hours will they call to confirm my order?) Once verified and confirmed, your order will be processed for shipment in the time specified, from the date of confirmation. You will be required to make a cash-only payment to our courier partner at the time of delivery of your order to complete the payment.

Terms & Conditions:

The maximum order value for COD is Rs. 10,000. Rs. 30 COD charges for orders under Rs. 500.

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 first to 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 working 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 the refund within 3 business working (?) days of your request. The receipt of the refund would, however, depends 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 cash deducted from my account?

In case your order is not successful and Explosive cash has been deducted from your account we would proactively initiate a refund within 3 business working (?)days.

What should I do if my payment fails?

In case of a payment failure, please retry ensuring: Information passed on to the payment gateway is accurate i.e. account details, billing address, and the password (for net banking). Make sure 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 working days. You can email us on [email protected] or please give us a call on 8698699393 with your order number for any clarification.

Why is COD not available to me?

The Cash on Delivery (COD) option is not offered by our Courier partners at few serviceable locations. Also, the COD option is not available on some of our products. Hence, based on your location and your choice of products, the COD option may not be available to you. However, you can always opt for payment through Net Banking or Credit/Debit Card.

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

How do you ship your orders?

We deliver most of our orders through courier partners such as Blue Dart and FedEx. For a few remote locations where there is no other courier service available, we use India Post 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 business working days post-dispatch in A-1 and A-2 Metros (New Delhi, Mumbai, Kolkata, Bengaluru, Chennai, Pune, Ahmedabad and Hyderabad). For the rest of the cities, we deliver between 2-5 business working days. Delivery by ground takes a little longer than air couriers. Ground-shipped orders are delivered to you between 5-7 business working days post-dispatch. Deliveries to very remote locations, such as North East, may take up to 7 business working 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 Online tracking usually goes live within 24-48 business working hours post shipping.

How long do you take to dispatch an order?

We strive to dispatch your order as soon as possible. At all steps of your order processing, we are in constant touch with you over the phone, email and SMS to keep you updated.

What are the shipping charges?

The shipping charges may apply on a product. The charges will vary depending on the quantity of a product. The charges will be mentioned on the product page along with other product details. Please read the product details section before placing an order.

What is your Cancellation Policy?

If the order or the item(s) in your order are not shipped, cancellation is possible. Click on ‘Orders’ and you will reach your order history. Click ‘Cancel’ for the order(s) you wish to cancel. You will be notified about the status within 30 minutes. For prepaid orders, the order amount will be refunded back to your bank account within 2-5 business working days, or as per your respective bank timelines. Please call our Customer Helpline at 8698699393 for further support.

Can I modify the shipping address of my order after it has been placed?

Get in touch with our Customer Helpline at 8698699393 for any help with your shipping address.

How do I cancel my order?

Under your profile, go to ‘My Orders’ and click on Cancel.

I just cancelled my order. When will I receive my refund?

Once your request for cancellation is received and successfully processed, we will initiate the refund. Usually, for prepaid orders, it takes 2-5 business working days for the amount to reflect in your bank account.

What is the general return policy?

We have a 14 Day Return Policy. We offer you complete peace of mind while ordering from our website – you can return all items within 14 days of receipt of goods. However, please ensure that the product is unused and the tags, boxes and other packaging is intact.
If you are not satisfied with what you have bought, we’ll gladly take it back within 14 days from the date of delivery. If you have paid by card then we will reverse the payment. In case of Cash on Delivery or Bank Deposits as modes of payment, we will issue a cheque in the registered name of the customer.

What should I do if I receive a damaged item, wrong product or missing units in my order?

If an item is found damaged or incorrect as per the description on our website or units are missing as per the ordered quantity, please send a snapshot of the outer packaging and products received to our customer care at [email protected] or call us on 8698699393 within 14 days of receipt of the product. We will arrange a reverse pickup for the product and then issue either a full refund, store credit or a different item in exchange, as per your request. Please note that replacements are subject to availability of the particular product.

I need to return an item, how do I arrange for a pick-up?

You can either write us at [email protected] or call at 8698699393 from Monday to Saturday, 10 AM to 7 PM to initiate a return.
Wherever possible we will facilitate the pick-up of the item. In case, the pick-up cannot be arranged by us, you can return the item through SpeedPost courier service and share tracking details and we will return the courier costs.

What are the modes of refund available after cancellation?

To confirm the cancellation of item(s) in your order, you need to indicate your refund preference. There are two modes of refund:
Store credit – If you choose this option, the amount will be added to your account and can be used with your next purchase.
Back to Source – In this case, the money will be refunded back to the payment mode/account that was originally used to make the transaction.
Once you have requested the cancellation of item(s) in your order, we will complete the cancellation and initiate the refund, depending on your preference.

What is a promo coupon?

To give you the best deals around, we occasionally issue promo coupons. It is a simple code that can be applied to get discounts.

Can I club two coupons in one purchase?

No two coupons can be applied at the same time. In general our promotions cannot be used in conjunction with any other offer.

How do I use a promo coupon?

Add products you want to shop in your cart. Once you are on the cart page, you will see the list of offers available for you, which you can apply on your cart. Also you can enter the coupon code on this page. You would have to be logged in to be able to use any offers or coupons.

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