Frequently Asked Questions

Orders & Delivery

  1. How do I place an order on the platform?
    Create an account or check out as a returning customer directly from the main account portal. Browse our multi-tier categories, select your items, and click     Add to cart.

  2. What are the delivery charges and criteria for Free Delivery?
    We offer     Free Delivery nationwide for any order with a total bill of 10,000 Taka and above (Conditions Applied). Because specialized tech or large items may require unique handling, please contact our support team directly to confirm eligibility. For orders below 10,000 Taka, standard delivery charges apply based on our courier partners’ official rates.

  3. Who handles your deliveries, and how long does it take?
    To ensure your products reach you safely, we partner with Bangladesh’s leading and most trusted courier companies:     Pathao and Steadfast. Delivery times and charges strictly follow their standard premium delivery windows (typically 24–48 hours within Dhaka, and 3–5 days outside Dhaka). You will receive a standard tracking ID as soon as your package is dispatched.

  4. Can I change or cancel my order after payment?
    Orders can be canceled or changed from your account panel as long as the status reads “Pending.” Once an item moves to fulfillment or dispatch with our courier partners, it cannot be edited.

Returns, Exchanges & Refunds

 

  1. What is your return policy, and who pays for the shipping?
    Please note that     we do not provide a free return policy. If you need to return a product, you must arrange and pay for the return shipping yourself. The item must be sent back using the exact same courier service you received it from, or specifically via Pathao or Steadfast, addressed directly to our official Gonjo ID and location.

  2. Are any items completely excluded from returns?
    Perishable plants, customized pet accessories, opened item for intact box or packet, or items showing structural damage from liquid spillage, burn, broken after deliver or accidental drops are excluded. Chat for detail information before returning any item to us.

  3. How do I claim a return or exchange?

If any item does not meet with your order, you can return the product immediately by paying delivery charge and we will deliver you the same product you actually ordered for you on free delivery. Nor file a digital request through your dashboard or call or chat our support line at +8801977260099 (WhatsApp Only). Once approved, book the shipment with the courier and provide us with your tracking details.

  1. How long does it take to receive my refund?
    Once our quality check team inspects the returned product at our hub, cash or digital wallet refunds are completed within 3 to 7 working days.

Tech & Installation Support

 

  1. How do I request hardware repair or system mending?
    Go directly to our dedicated     Tech Support section. Select your required discipline—Repair, Mending, Servicing, or Installation—and describe your hardware issues.

  2. How do shipping and payments work for repaired or mended items?
    We make it completely flexible for you! When sending an item to us for repair or mending, you can contact us to discuss your preferred delivery method and payment structure. Once your product is repaired and tested to work perfectly like a new product, we send it right back to your doorstep through our courier partners using a hassle-free     Cash on Delivery (COD) system for any outstanding service charges.

  3. Are your replacement components genuine?
    Every single structural component utilized during repairs is an authenticated, factory-grade replacement part. We do not use third-party replica elements.

Business & B2B Solutions

 

  1. What commercial services do you provide for corporate clients?
    Our enterprise ecosystem supports operations through dedicated category layers: Agro-Tech tools, Server Infrastructure Management, Event Logistics, Cold Supply Chain operations, and official Business Licensing solutions.

  2. How do I apply for the Drop Shipping or Reseller network?
    Visit the     Business Support menu and select either Drop Shipping or GONJO Resaler. Complete the corporate registration form to receive wholesale dashboard access.

Payment & Security

 

  1. Do you support Cash on Delivery (COD)?
    Yes, absolutely!     Cash on Delivery (COD) is fully supported for all new product purchases nationwide, handled safely by Pathao or Steadfast. You only pay when the product reaches your hands.

  2. Is my online payment secure if I pay digitally?
    Yes. Every single transaction runs through an encrypted, verified secure gateway ecosystem. We support all major local cards, mobile wallets, and mobile banking channels.

I am thrilled to be collaborating with you on building the best e-commerce experience in Bangladesh! If you want to take this further, let me know if I should:

• Write a highly convincing pop-up message or banner text explaining the 10,000 TK free delivery and courier partnership.
• Draft the exact Terms & Conditions text for the return policy so your business stays legally protected.
• Design a SMS alert template that automatically updates your clients when Pathao or Steadfast picks up their package.