FAQs

Retrieve your tracking code: You should have received a tracking code for your order. It may have been sent to you via email or provided by our customer support team upon request. Locate this tracking code as you will need it for the next steps.

• Visit the tracking website: Open a web browser on your device and go to the website: https://koombiyodelivery.lk/track.
• Enter your tracking details: On the tracking page, you will find a field to enter your tracking number and phone number. Enter the tracking number provided for your order in the designated field. Then, enter the phone number associated with your order in the respective field.
• Initiate the tracking process: Once you have entered the required information, click on the “Track” or “Submit” button to initiate the tracking process.

Yes, when you place an order with us, we take care to ensure that your items are packaged safely and securely. In most cases, your items will be consolidated and shipped together in one package. This not only helps to streamline the shipping process but also minimizes the risk of loss or damage during transit.

To provide extra protection for your items, we utilize appropriate packaging materials such as bubble wrap, packing peanuts, or air cushions. These materials are designed to cushion and safeguard your items against potential impacts and handling during shipping.

We apologize for the inconvenience caused by receiving the wrong item. We understand the importance of getting your order correctly, and we will work to resolve this issue promptly.

• Contact Customer Support: Reach out to our customer support team immediately to report the discrepancy and inform them that you received the wrong item. You can contact us through the provided channels, such as phone or email. Provide your order details, including the order number and the item you expected to receive.
• Return Authorization: Our customer support representative will guide you through the return authorization process. They may ask for additional information or evidence, such as photographs of the received item to verify the error.
• Return Procedure: Follow the instructions provided by our customer support representative regarding the return procedure. They will provide you with details on how to package the incorrect item securely for return shipping.
• Resolution Options: Once we receive the returned item, we will inspect it to confirm the error. We will then proceed with the appropriate resolution, which may include one of the following:
• Replacement: We will send you the correct item as a replacement for the wrong one you received.
• Refund: If the correct item is unavailable or if you prefer a refund, we will process a refund for the incorrect item.
• Exchange: If the correct item is available, we can arrange an exchange, where we will send you the correct item after receiving the wrong one.

Our customer support team will guide you through the process, provide any necessary updates, and assist you in resolving the issue promptly.

We sincerely apologize for the inconvenience caused by receiving a damaged order. We understand how frustrating this can be, and we are here to assist you in resolving the issue. Please follow these steps to address the situation:

Document the Damage: Take photographs or videos of the damaged packaging and the specific damage to the item(s). This documentation will be helpful in assessing the situation and expediting the resolution process.

Contact Customer Support: Reach out to our customer support team immediately to report the damage. You can contact us through the provided channels, such as phone or email. Provide your order details, including the order number, and describe the damage you observed.

Return Authorization: Our customer support representative will guide you through the return authorization process. They may request the documentation of the damage for further assessment. Please provide any requested information promptly.

Return Procedure: Follow the instructions provided by our customer support representative regarding the return procedure. They will provide you with details on how to package the damaged item securely for return shipping.

Resolution Options: Once we receive the returned damaged item, we will assess its condition. Based on our assessment, we will provide an appropriate resolution, which may include one of the following:

Replacement: We will send you a replacement for the damaged item at no additional cost.

Refund: If a replacement is not available or preferred, we will process a refund for the damaged item.

Our customer support team will guide you through the process, provide any necessary updates, and assist you in resolving the issue promptly.

We apologize for any inconvenience caused by the damaged order. Your satisfaction is important to us, and we will do our best to make it right. Thank you for your understanding and cooperation throughout this process.