Question 1

Do I need an account to place an order?

Accepted Answer

No. You can check out as a guest with just your name, mobile number and delivery address. Creating an account is optional and only adds order history and saved addresses.

Question 2

How do I know my order was placed?

Accepted Answer

After checkout you land on a confirmation page showing your order ID in the format MHB-YYYY-NNNNNN, for example MHB-2026-000123. Save that ID — it is the fastest way for our team to find your order.

Question 3

Can I change or cancel an order after placing it?

Accepted Answer

Yes, as long as it has not been dispatched. Contact our support team with your order ID and we will cancel or amend it. Once it is with a delivery partner, it has to be handled as a return instead.

Question 4

How much does delivery cost?

Accepted Answer

Delivery is ৳60 inside dhaka and ৳120 outside dhaka. Orders with a subtotal of ৳2,000 or more get free delivery in both zones.

Question 5

How long will my order take to arrive?

Accepted Answer

Inside Dhaka usually takes 1–2 working days and the rest of Bangladesh 2–5 working days. These are estimates — holidays, weather and incomplete addresses can add time.

Question 6

Do you deliver across all of Bangladesh?

Accepted Answer

Yes. Choose the Outside Dhaka zone at checkout and we deliver nationwide through our courier partners.

Question 7

What payment methods can I use?

Accepted Answer

Two: Cash on Delivery, where you pay the delivery agent when your order arrives, and online payment through SSLCommerz, which covers cards, bKash, Nagad and mobile banking.

Question 8

Is it safe to pay online?

Accepted Answer

Yes. Online payments happen on SSLCommerz's secure payment pages. Mart Hub BD never receives or stores your card number, CVV or mobile-wallet PIN.

Question 9

What happens if my online payment fails?

Accepted Answer

Nothing is lost — your cart stays exactly as it was and the order is marked as payment failed. You can try paying again or switch to Cash on Delivery.

Question 10

Do you accept discount coupons?

Accepted Answer

Yes. Enter your coupon code in the cart and the discount is applied to your subtotal before delivery charges, then carried through to checkout.

Question 11

What is your return policy?

Accepted Answer

You can request a return within 7 days of delivery for unused items in their original packaging with all accessories and tags. Your order ID acts as proof of purchase.

Question 12

Which items cannot be returned?

Accepted Answer

For hygiene and safety reasons, groceries and perishables, cosmetics and personal-care products, and innerwear cannot be returned once opened. Items damaged through misuse are also not eligible.

Question 13

How long do refunds take?

Accepted Answer

Approved refunds are usually issued within 7–10 working days after we receive and inspect the returned item — back to your original payment method for online payments, or by mobile financial services for Cash on Delivery orders.

Question 14

How do I log in?

Accepted Answer

Login is by mobile number only. Enter your number, we send a one-time password (OTP) by SMS, and verifying it signs you in. There is no password to remember — and using a new number for the first time creates your account automatically.

Question 15

Where can I see my past orders?

Accepted Answer

Sign in and open My Orders in your profile. Orders you placed as a guest with the same mobile number are attached to your account when you log in.

Frequently Asked Questions

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Returns

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