Frequently Asked questions
As soon as a customer's payment is received, you will be notified through your artisan dashboard and by email. Every order comes with a unique order ID.
You need to ship within 2 business days of order confirmation, subject to any preparation time the product needs.
Upload the tracking number to the platform. Accurate tracking details keep the customer informed about their order.
Please use eco-friendly packaging that meets TuDuGu's sustainability standards.
The TuDuGu operations team coordinates with logistics partners for pickup and last-mile delivery. The team also tracks each shipment until it reaches the customer.
An order is marked as delivered once the customer signs for or acknowledges it, or once the courier confirms delivery through GPS. The return window starts from this date.
If a delivery fails because of a wrong address, TuDuGu verifies the details with the customer. You will then need to reship the order at your own cost.
Customers can return products that arrive defective, damaged, or different from the product description.
Change-of-mind returns apply only if you choose to offer them and state this on your product listing.
Yes. You can set a return window of 7 to 14 calendar days for each product listing. If you do not set one, the default window of 7 days applies.
TuDuGu customer support reviews every return request and checks it against the return window and return criteria. For approved returns, support issues a prepaid return label, and the customer ships the item back within 3 days.
Once the returned item reaches you, inspect it within 2 business days and approve or refuse the refund within 48 hours.
The item is sent back to the customer with an explanation. Please share a clear reason so it can be passed on to them.
The refund amount is deducted from your next payout, and the order status changes to "Returned/Refunded".
If there is a disagreement over the inspection, the case is escalated to TuDuGu arbitration. A final decision is given within 72 hours.
You are paid for a product once its return window has closed. This protects you from having a sale reversed after you have already received the money.
Payouts are made twice a month. Cycle A covers sales from the 1st to the 15th and is paid on the 15th. Cycle B covers sales from the 16th to the end of the month and is paid on the last day of the month.
Each cycle is labelled by year, month and cycle letter. For example, 202509A covers 1 to 15 September 2025, and 202509B covers 16 to 30 September 2025.
An order is first assigned to a cycle based on its purchase date. If the return window closes after that cycle ends, the order moves to the next cycle.
For example, an order placed on 5 September 2025 starts in cycle 202509A. If it is delivered on 10 September with a 14-day return window, the window closes on 24 September. The order is then paid in cycle 202509B on 30 September.
Each product is calculated separately. The payout for the order is released once the return windows for all products in it have closed.
The platform fee ranges from 10% to 15%, depending on your artisan tier.
Yes. The minimum payout is ₹500. If your earnings in a cycle fall below this, the amount carries over to the next cycle.
Yes. Before each payout, you will receive a draft statement by email showing the orders included and any deductions. You can review it on your dashboard too. If anything looks incorrect, you have 24 hours to raise a query.
Payouts are transferred by bank transfer, NEFT or UPI to your verified account. You will receive a confirmation email with the transaction ID and a full breakdown.
Please make sure your bank details are complete and up to date. Payouts can only be sent to a verified account.
All statements are stored on your artisan dashboard for 2 years.
You can raise a dispute only for payouts that have already been paid. If you spot an error in a draft statement, use the 24-hour query window instead.
Disputes can cover the last 4 payout cycles. For example, if the current cycle is 202510B, you can raise disputes for 202510A, 202509B, 202509A and 202508B.
You can raise a dispute for calculation errors, returns that were not processed correctly, or a fee that was applied incorrectly.
Concerns about product quality are handled through the returns process.
Submit the dispute form on your dashboard with the payout cycle, the order IDs involved and supporting evidence such as screenshots. Complete evidence helps us resolve your case faster.
The finance team reviews every dispute within 48 hours.
If the dispute is valid, the amount is adjusted in your next payout or sent to you as a separate transfer. If it is not valid, you will receive an explanation and the case will be closed.
Yes. Decisions reached on escalation are final and binding, with no further appeals.