FAQs

REGISTRATION/PROFILE

How do I register online?

Click on the link, enter your details, and hit the button. Voila, you are now a member of the ViaTerra community!

Why should I register online?

Registering saves you the hassle of typing out your details each time you want to place an order with us. Online registration will also help you keep a track of your purchases. This will save you the pain of preserving the sales invoices needed for claiming warranty, which are difficult to find when you need them the most.

How do I edit my profile?

Sign in to your ViaTerra account and click the link at the top right corner. Choose the tab, and you can edit your information here.

How do I change my password?

Sign in to your ViaTerra account. Click the link at the top right corner. Then click on the tab, enter your old password, and the new password.

I’ve forgotten my password. What do I do now?

Don’t worry; it happens to the best of us. Click on the link, enter your email address which you used to create your account and hit the button. We’ll send you an email with your password.

My password is not being accepted. Why?

Check your username and password again. Usernames & passwords are case sensitive; make sure your caps lock isn’t on. If you’ve forgotten your password, use the link,, type in your email address which you used to create your account and click on the button. We’ll send you an email with your password.

How can I see my order history?

Sign in to your ViaTerra account and click the My Account link at the top right corner. Choose the tab, and you can see your order history here – you can even check the details, track and print your order.

What is a Wish List?

Wish list is a selection of items that you have shortlisted from our product range and wish to buy later. Items added to the wish list will remain in it till you edit the list.

How do I log out when I am done?

Click the My Account link on the top right corner of the page and click on Logout.

NAVIGATION

I am unable to add items to my shopping cart, see my shopping cart or access my ViaTerra account. How do I solve this?

ViaTerra requires your internet browser to accept cookies in order to access the personalized portions of our website, such as the shopping cart and your ViaTerra account. Cookies are small bits of information that are sent by a website to be stored in your web browser to be read back from your browser the next time you return to that website.

Do you have any dealers from whom I can buy your products?

We have around 50 dealers across the country from where you can pick up your favourite ViaTerra products.

I cannot find the item I am looking for?

If you are unable to find the item you are looking for, please give us a call and we will help you out. Though we do not list all our vendors’ products, we can help procure them for you.

How can I tell if the products I am ordering are in stock?

Most of our items are in stock. In case it is not in stock, you can backorder. We will call you once your order has been placed to confirm the order and to inform you of the status.

The item I ordered was in stock when I placed my order and now it is not. Why?

Our orders are processed in a FIFO (First In First Out) fashion. The most common reason for an item to be out of stock after showing that it was available is that an order for the same item was placed and fulfilled prior to receiving or processing your order.

How long do backordered items usually take?

Items that are on backorder typically reach us in 7-10 business days. We will keep you updated on the status of your order through email or phone. If by some chance there is an unforeseen delay in fulfilling your order, we will get in touch with you over phone and by email to inform you of the expected date of delivery.

Will my account be debited or my credit card charged in case of a backorder?

No, your account will be debited (or credit card charged) only when the order is shipped.

Do you have any promotions on your products?

Yes, we do have promotions from time to time. Keep checking our website, or register on our website/Facebook page if you want to be updated.

Can I get the name of my club on any of your products?

Yes, we do offer this service to clubs. Please get in touch with us for more details.

I have a voucher code. How do I use it?

You can enter the voucher code on the left hand side of the Delivery & Payment Options page to use it. Don’t forget to click for the voucher to reflect on your bill. If you face any issue, give us a call. We will be happy to help you.

How do I try out a product without making it “used”?

When you receive your order, you are welcome (and we encourage you) to take it out of the box (save the packaging and tags carefully though), inspect every inch of it, load it with what you want to carry and try it on your (stationary) bike. Make sure the bike is clean so that dirt/oil/grease doesn’t soil the bag. Don’t spill any beverage, or let your dog chew on it. It is similar to how you would test out a pair of shoes: try them on indoors to see how they fit, but do not wear them outside. Trying the bag this way will give you a good sense of whether the bag is right for you or not. If you decide it is not right for you, you are welcome to send it back for a return or an exchange. If you need any help deciding whether a particular product is right for you or not, send us an email or give us a call. We will be glad to be of help.

How can I be sure if your products meet my requirements or not when I cannot physically check them prior to purchase?

Don’t worry, if at all our products do not meet your requirements, you can return your purchase without any problem. Please read our detailed return policy here.

Will I be charged tax?

Yes, VAT will be levied at the applicable rates depending on the products you purchase. The amount will be shown on your invoice. Octroi is currently levied only in Maharashtra. Your transport charges include the octroi charges. If you face any problem, give us a call and we will sort it out. In case of international shipments, you might have to pay customs and other duties according to the prevalent laws. Please check with your local customs office to get the necessary information.

Can I review your products?

Yes, you can share your review of any product that you have purchased and used with other customers. We would also love to hear your feedback so that we can improve our products and service. However, you need to be a registered member on our website to submit your review.

My query is not listed in your FAQs. What do I do?

Simple, just drop in mail via the Contact page or give us a call. We will resolve your query within 24 hours or lesser!

I am unhappy about something to do with ViaTerra! What do I do?

Call us (+91 40 2711 0084). Or email us. Tell us what’s wrong. We do not want you to have an unhappy experience. If you talk to us, we can probably make it better and make sure it does not happen again, or explain a misunderstanding.

I am happy about something to do with ViaTerra! What do I do?

Call us (+91 40 2711 0084). Or email us. You can always review us on Facebook, Tweet to us, send us your appreciation and photos! If you talk to us and let us know what we did that was right, we will make sure we continue doing it.

Why am I facing issues while browsing the website?

This website has been configured and optimized to work best on latest versions of all major browsers, including Chrome, Firefox, Safari and IE. In case you face any major problems, please contact us immediately using the Contact page.

PAYMENT

What are the different payment options available?

For your convenience, ViaTerra offers you multiple options to pay for your order.

You could make the payment through your bank’s net banking website (please mention your email id/mobile phone number in the payment remarks space for easy verification at our end), or you could go to your branch and put in a NEFT request with the bank.

PLEASE DO NOT DEPOSIT CASH AS IT IS DIFFICULT TO VERIFY THE DEPOSITOR. HENCE, WE WILL NOT BE ABLE TO PROCESS YOUR ORDER.

 

Our bank account details are given below.

Bank: ICICI Bank

Branch: Diamond Point, Secunderabad

Account Holder: VIATERRA TRAVEL GEAR PVT LTD

Account Number: 0681 05 000877

IFSC Code: ICIC0000681

MICR Code: 500229027

 

Or you can make use of various payment options through our trusted online payment gateway partner EBS using your VISA or MasterCard credit/debit card/net banking to make the payment.

 

Do you have Cash On Delivery (COD) option?

Sorry, but we do not have a Cash On Delivery (COD) option currently.

Is your online store secure?

ViaTerra offers you the highest standards of security available today so as to ensure that your shopping experience is private, safe and secure. We have partnered with Electronic Billing Service (EBS) to handle the online payment process. EBS provides a safe and secure VeriSign certified 128 bit SSL with EV environment to protect your financial information during online shopping. EBS has achieved the PCI DSS 1.2 Compliance which makes it one of the most secure payment gateways in the world. Furthermore, EBS has tied up with Visa and MasterCard to give additional protection through the Verified By Visa & MasterCard SecureCode services.

What is Card Verification Value (CVV)?

The CVV is an important security feature that further reduces the risk of Internet fraud. This number never appears on sales receipts or billing statements and is only found on the physical card itself. We ask you to enter the CVV code during your transaction to make sure that the card is, in fact, in your possession.

For Visa/MasterCard: Your CVV is the three–digit code after the last four digits of your credit card number on the back of the card within the signature field.

What is Verified By Visa or VBV? How does it help me?

Verified By Visa or VBV is a product offered by Visa in conjunction with the bank that has issued your card. VBV uses personal passwords or identity information to help protect Visa card numbers against unauthorized use. VBV provides an extra level of protection for online shopping and helps to prevent unauthorized online use before it can happens. VBV is available for most Visa cards from participating financial institutions.

What is MasterCard SecureCode? How does it work?

MasterCard Secure Code is a unique service that uses a private code to help protect your card against unauthorized use when you shop online. MasterCard SecureCode is a comparable security facility to VBV.

Can I use the debit card issued by my bank on the EBS payment gateway?

Yes, you can use all VISA Electron, Master Card & Maestro debit cards on EBS.

Can I use my credit card on the EBS payment gateway?

Yes, you can use all VISA & MasterCard credit cards on EBS.

What is EBS’ Net Banking? Can I use this option?

‘Net Banking’ is a mode of payment that EBS offers to allow you to pay for your purchases at ViaTerra by direct debit from your bank account. You must have a bank account for which you have activated the internet banking facility. When you choose this option, you will be directed to your bank’s net banking login page. Once you enter the login id and the password to authenticate yourself, your account will be debited. You will then be redirected to ViaTerra website where we’ll process your order.

What banks does EBS accept for Net Banking option?

EBS lets you use net banking facilities offered by the banks listed below.

AXIS Bank, Bank of India, Central Bank of India, City Union Bank, Corporation Bank, Federal Bank, HDFC Bank, ICICI Bank, Indian Bank, Indian Overseas Bank, ING Vysya Bank, J&K Bank, Karnataka Bank, Kotak Bank, Oriental Bank of Commerce, State Bank of Bikaner and Jaipur, State Bank of Hyderabad, State Bank of India, State Bank of Mysore, State Bank of Patiala, State Bank of Travancore, Union Bank of India, United Bank Of India, and Yes Bank.

 

While I was paying by net banking, my “session” expired. What’s this?

Here’s what happened – your session expired due to security reasons. This happens, simply, when you take too long to make the direct debit payment and don’t manage it in the specified amount of time. Go back to the ViaTerra home page and start over. It is annoying, but it’s all for security.

I made a successful payment by net banking but the system says that the ‘verification has failed’. Now what do I do?

To make a successful booking, your payment transaction has to get verified successfully at your bank’s direct debit gateway. The verification can fail because of various reasons. If you made a successful payment but the verification failed, don’t sweat. The amount debited from your account will get credited back within 7 working days.

I got disconnected before I could get the order confirmation and my account has been debited or credit card has been charged. What do I do now?

Don’t worry, if we notice any problem during the ordering process, we will get in touch with you by phone and by email to confirm your order. If your account has been debited or credit card charged wrongly, we will ensure that you will get a refund as soon as possible.

Under what name will my transaction appear on my bank/credit card statement?

Your purchase will be charged under ViaTerra Travel Gear Pvt. Ltd.

GENERAL

Why are ViaTerra bags more expensive than the ones available locally?

ViaTerra products are constructed of the finest quality materials and components in its own factory. They would be less expensive if we had sourced them from local vendors, but then we would lose control over the quality of the finished product. We could use cheaper materials, but we plan to be in business for a long time and we do not want unhappy customers. There are other options available in the market and it is up to you, the customer, to decide if the quality of our products justifies their price.

Are ViaTerra bags water-proof?

All the fabrics we use are “water-proof”: they are all coated with PU or ULY or PVC inside. However, seams/zips may leak if exposed to significant rain. For this reason, we provide free rain-covers with most of our products to keep your stuff dry. Please note that rain-covers degenerate over time and exposure to the elements. You may need to replace your rain-covers every 12-18 months depending on frequency of usage & storage condition.

I have some features that could be added to your products. How can I make these suggestions?

Please send us an email through the Contact page with your ideas and we might incorporate them in our next design.

Can you add a new feature to my ViaTerra bag or could I get one in my favourite colour?

We are sorry, but this will not be possible. It is seldom cost-effective for us to add a feature especially for you or make a product in your favourite colour. However, if we get enough requests for a particular feature or colour, we will add it in our next production run.

How do I clean my ViaTerra bags?

We recommend wiping your ViaTerra product with a soft cloth soaked in mild detergent followed by a cloth soaked in water. Drip dry in shade only. Do not dry-clean the bags or put them in a washing machine. This will ruin the water-repellent coating on the fabric of the bag and will void the warranty.

My ViaTerra bag is damaged. Can you repair it for me?

We can usually repair your bag for a very reasonable charge. Email us the pictures of the damage and we will call you with a quote. Note that the bags which are sent for repair must be clean and free of dirt.

How long will it take to get my bag repaired?

Our standard time is two weeks. However, during peak season, there might be some delays. We will let you know how long we will take when we receive your bag.