Support Policy Page

Customer Support Policy

Last updated: October 30, 2026

At iCart.LK, we are committed to delivering exceptional customer service. Our customer support policy outlines how we assist you before, during, and after your shopping journey to ensure a smooth, worry-free experience.

1. How to Reach Customer Support

We provide multiple convenient customer support channels to assist you promptly:

• WhatsApp & Phone Hotline: +94 71 816 9267 for immediate order queries, payment assistance, and urgent delivery follow-ups.
• Email Support: support@icart.lk for general inquiries, detailed claims, and formal customer feedback.
• Online Support Tickets: Registered customers can submit and track support tickets directly from their Account Dashboard.

2. Operating Hours and Response Commitments

Our in-house support team is active during the following hours (Sri Lanka Standard Time, GMT+5:30):

• Monday to Saturday: 9:00 AM – 6:00 PM
• Sunday & Mercantile Holidays: Limited urgent dispatch and emergency ticket support.

Response Time Commitment:

• WhatsApp & Phone Inquiries: Typically answered within minutes during active operating hours.
• Support Tickets & Emails: Initial response within 2 to 4 hours; full resolution within 24 business hours.

3. Scope of Support Services

Our dedicated customer care team is fully equipped to assist you with:

• Pre-Purchase Assistance: Product specifications, sizing advice, compatibility checks, and availability information.
• Order & Checkout Help: Guidance with applying coupon codes, choosing payment methods, and bank transfer verifications.
• Delivery & Tracking: Live status updates, courier tracking numbers, and delivery rescheduling coordination.
• After-Sales & Warranty: Manufacturer warranty claims, defective product diagnostics, and troubleshooting assistance.
• Returns & Refunds: Return authorizations, collection scheduling, and prompt refund processing.

4. Order Tracking and Dispatch Updates

Once your order is verified and dispatched from our fulfillment center, you will automatically receive an SMS/email with your live courier tracking link. You can also monitor real-time order status anytime via our Track Order portal.

5. Service Feedback & Escalation

Your satisfaction is our benchmark. If you feel a query has not been resolved to your full satisfaction, you can request ticket escalation to a Senior Customer Care Supervisor, who will review your case and reach out within 24 hours.