Important Communication & FAQs for TCIS, Bangalore

PART A- STATUS OF MY ORDER-DELIVERY TIMELINE AND EXCHANGE PROCESS-

Q1. I have placed an order with Schools3665. When will I receive my products?

A1. Please refer to the delivery timelines for your products for each account-

Product Name	Phase 2 Order Dates	Phase 2 Delivery Dates	Phase 3 Order Dates	Phase 3 Delivery Dates	Phase 4 Order Dates	Phase 4 Delivery Dates	Phase 5 Ordering Dates	Phase 5 Delivery Dates	Phase 5 Ordering Dates	Phase 5 Delivery Dates
Plaeto Shoes: Black & White	1st May - 15th May	10 working days	16th May - 31st May	10 working days	1st June -15th July	10 working days	16th- 31st July	10 working days	1st Aug - 10th Aug	10 working days
TCIS Sports Apparel	1st May - 15th May	On or before 10th July	16th May - 31st May	Between 25th-30th July	1st June -15th July	Between 25th-30th July	16th- 31st July	20th – 25th Aug	1st Aug - 10th Aug	25th -  30thAug
TCIS Socks	1st May - 15th May	On or before 10th July	16th May - 31st May	Between 25th-30th July	1st June -15th July	Between 25th-30th July	16th- 31st July	20th – 25th Aug	1st Aug - 10th Aug	25th -  30th Aug
TCIS Formal Apparel - Formal Pant, Skirts, 3/4th Pant	1st May - 15th May	10th Aug 2022	16th May - 31st May	10th Aug 2022	1st June -15th July	10th Aug 2022	16th- 31st July	20th-25th Aug	1st Aug - 10th Aug	25th– 30thAug

Q2. How will my products be delivered?

A2. Our orders are delivered by our contracted shipping partners- Delhivery; DTDC; Dunzo. In cases of non-serviceable pin codes, we will hand deliver it ourselves.

Q3. The dates of the delivery as communicated against my order date have passed and I have not yet received my order. What should I do?

A4. Please find the responses-

Any pending shoes order received until date will be dispatched and deliveredwithin 10 working days from the date of order. Uniform will be delivered as per delivery timeline, 

In case not received, you may please write to us at support.tcis@schools365.in  with your order number and order date and we will check and action within 48-72 hours.

Q5. I have received the products, but I need an exchange to another size. What should I do?

A5. Please refer to our product wise exchange plandetailed below. We will be sharing uniform exchange dates for each phase closer to the dates of delivery through an email communication.

Q6. I have received incorrect products or/and sizes than what I ordered. What should I do?

A6. Please find our response-

Shoes- You may please walk into our warehouse and exchange the shoes to the next size between 11AM- 5PM, Monday- Saturday. Address mentioned in Annexure-A

Uniform- You may please visit the school campus on the appointed school uniform exchange request dates and give back these uniforms. We will take the new size requirement and will communicate delivery timeline within 48-72 working hours,

Q7. I have received my order but received short quantities. What should I do?

A6. You may please write to us at support.tcis@schools365.in with your order number in the subject line and share the details of the product and quantity ordered and quantity received. We will action and dispatch the pending quantities within 48-72 or/and as per availability of stock- whichever is earlier,

Q8. Can I come to your warehouse for exchange of my kids’ Uniform?

A8. NO, we are not taking any uniform measurements at our warehouse. It's a packing and dispatch facility ONLY. The uniform sizing trial facility is available at the school campus.

Q9. Can I come to your warehouse in case I want to buy JUST Shoes?

A9. Yes, you can walk-in to our warehouse between Monday- Saturday, 11AM- 5PM to try and buy the school shoes ONLY. No other products are available for trial and sale at our warehouse.

Q 10. Some students have received uniform, but my child has still not received it. What should I do?

A.10 Please do not worry. We are strictly following the FIFO (first in first out) approach for order fulfilment and we will deliver in the order of priority of who placed an order earlier with us. Your uniform order will be delivered as per delivery schedule mentioned in Part A (Q1).

Q10. What should students’ wear until they receive their uniform?

A10.  As per guideline received from the school, your child can wear Jeans and t-shirt with sleeves until you receive your uniform.   

PART C- HOW DO I PLACE AN ORDER AFTER 31STJULY 2022

Q1. I would like to try the sizes and then place an order? What should I do?

A1. The sizing sets are set up at both the school campuses,

TCIS Harlur

TCIS Whitefield

Parents can visit the campus anytime during working hours after calling and making an appointment at the front desk and do self-trial of the products.

2.ORDERS will be required to be placed ONLINE.Please refer to “Online Buying Guide in Annexure-B”

Q2. What will be my delivery dates for order received between 1stAugust- 10thAugust?

A2. Please find the dates of delivery of your order

Product Name	Applicable Classes	Gender	Phase 4 Ordering Dates	Phase 4 Delivery Timelines
Plaeto School Shoes- Black & White	Nursery- XII	Unisex	1st Aug – 10th Aug	10 working days from the date of ordering
Sports Apparel & Sweatshirts	Nursery- XII	Unisex	1st Aug – 10th Aug	25th- 30th Aug
Formal Apparel- Formal Pant and 3/4th Pant	3/4th – Nursery  to UKG      Full Pant- I to XII	Male	1st Aug – 10th Aug	25th- 30th Aug
Formal Apparel- Skirts	Nursery- XII	Female	1st Aug – 10th Aug	25th- 30th Aug
TCIS School Socks	Nursery- XII	Unisex	1st Aug – 10th Aug	25th- 30th Aug

Q3. Can I come to your warehouse for trial and purchase of my kids’ Uniform?

A3. NO, we are not taking any uniform measurements at our warehouse. It's a packing and dispatch facility ONLY. The uniform sizing trial facility is available at the school campus.

Q4. Can I come to your warehouse in case I want TO BUY Schoolshoes?

A4. Yes, you can walk-in to our warehouse between Monday- Saturday, 11AM- 5PM to try and buy the school shoes ONLY. No other products are available for trial and sale at our warehouse.

Q5. I don't know the HOUSE colour of my child. What should I do?

A6. Please call and check with the school front desk. The details will be provided by the school team.

Q6. What should students’ wear until they receive their uniform?

A6.  As per guideline received from the school, your child can wear Jeans and t-shirt with sleeves until you receive your uniform.   

PART C- PAYMENT RELATED ISSUES-

PAYMENT RELATED ISSUES-

Case 1. Money got debited from my account, but I did not receive my order confirmation email. What should I do?

A1. Please go through the following steps-

Please wait for 24-48 hours. Sometimes payment gateway takes time to process transactions.

Even after 24-48 hours of wait time, if you’ve not received order # and order confirmation email, please write to us immediately at support.tcis@schools365.in and cc: payments@schools365.in .

Our team will check and resolve within 5-7 working days.

Our refunds usually reflect in the system between 7-10 working days. Due to high volumes, it may take up 15 working days.

Please Note- Do mention your school name and details of the payment reference number and amount debited from your account. Please do share your number and mobile number as well on the email. Our team will check and resolve within 7 working days.

Case 2- Money did not get debited from my account and I received order confirmation email. What happened?

A2. Please find our response and requested action item detailed below-

Most likely, the order status will reflect “Pending” in your order email received from Schools365. That means order is pending payment and it will be processed ONLY when we receive the payment,

Please reach out to us support.schools365.in; cc: support.tcis@schools365.in and payments@schools365.in requesting for payment link,

Case 3- Am unable to make payments. Am stuck at the final step of payment gateway. What should I do?

A3. Please find the process for resolution detailed below-

Please write to us at payments@schools365.in and cc: support.tcis@schools365.inalong with your order # and detail the issue,

We will respond within 48-72 workings hours and resolve the payment issue,

Case 4- Money got debited twice. What should I do?

A1. Please be rest assured your money is safe with us. Please following the below detailed process-

Step1- Pl write to us at support.tcis@schools365.in and cc: payments@schools365.in and mention the School Name; Order ID; payment reference details and screenshot of payments,

Step2- Our team will check and respond with 48-72 working hours.

Step3- Escalation matrix- In case you do not get a response within 72 working hours, please write to us at amit@sports365.in and cc: kalpana@sports365.in – they will check and resolve

PART D- EXCHANGE/ RETURN POLICY& REFUNDS POLICY-

Q1. Can I return the products?

A1. We do not provide refunds against purchase. These are school specific products and are made to order as per schools’ requirement.

Q2. Can I exchange the products that I received against another size?

A2. Yes, you can exchange your products with us. At the moment, we are not providing any exchange of uniforms at our warehouse. ONLY shoes can be exchanged at our warehouse.  Please refer to Part B and Part C for uniform and Shoes exchange process.

Q3. Refunds policy-

A3. We offer refunds only if we are unable to service the product; incorrect school product ordered; incorrect payment made &payment issue due to payment gateway. The usual process takes about 5-7 working days at our end after receipt of all details at our end to process refund. However, due to high volumes, it may take up to 10-15 working days to process refund payments.

ExchangeandRefundsPolicy-https://schools365.in/return_refund_exchange_policy

PART E- CUSTOMER SUPPORT MATRIX FOR TCIS, BANGALORE-

Status of my order; exchange support-

Level	Response Timeline	Email ID 1	Email ID 2
Level 1	48-72 hours	Support.tcis@schools365.in	kiran@pulsesports.in
Level 2	48 hours	amit@sports365.in	kalpana@sports365.in
Level 3	48 hours	escalation@schools365.in

Order amendment support-

Level	Response timeline	Email id1	Email id 2
Level 1	48 hours	Support.tcis@schools365.in	support@schools365.in
Level 2	48 hours	amit@sports365.in	kalpana@sports365.in
Level 3	48 hours	escalation@schools365.in

Payment issue and refund related support-

Level	Response Timeline	Email ID 1	Email ID 2
Level 1	48 – 72 hours	Support.tcis@schools365.in	payments@schools365.in
Level 2	48- 72 hours	amit@sports365.in	kalpana@sports365.in
Level 3	48 hours	escalation@schools365.in

Annexure – A – Schools365 warehouse address

Bangalore warehouse address-

Schools365 Limited, #A 06/A, NGEF Ancilliary Indl Estate, Garudacharpalya, Hoodi, Next to Bharuka Gas Agency, Bangalore-560048 (Please take first right after entering the NGEF Layout and the last building in the lane is our warehouse)
Operation Days and Timings-
Monday -Friday from 11AM- 5:00 PM,
Saturdays 11:00 AM- 5:00 PM, Sundays; Public and National holidays we will be closed.
Google Link: https://goo.gl/maps/74VJgxh3YUUFw3aTA

Kindly Note-

We are experiencing an abnormal call flow at the moment on our customer line numbers and are unable to take all calls at the moment.  We apologize in advance,

We are not providing any exchange of uniforms at the warehouse.,

We are NOT providing any trials for uniforms at the warehouse,

Exchange for ONLY shoes is available at the warehouse