Monday to Saturday. Explore India's Top 10 Site Outdoor Adventure, Tour Booking

Your Passion Discovery Platform.

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Order related queries

Q.: How do I reach customer support?

There many ways in which you can share your feedback and concerns. Choose the one best suited to you, expect responsible service each time.

  1. Chat with us by clicking the chat pop up window on the bottom right-hand corner on every page of our website
  2. Call us @ +91 22 2543 2020
  3. WhatsApp us (Save the Following Mobile Numbers): +91 88799 42022, +91 93265 53139
  4. Mail us at,
  5. Raise a ticket by clicking on the 10kya support dangler on the left-hand side of the screen on every page of our website.
  6. Send us a Contact Form from the website

Customer support operation window:

10:30 AM to 07:30 PM - Monday to Saturday

10kya Customer Support will be closed on the certain prominent Holidays in the western region. Holiday announcements will be made on the chat support window. 

you can raise a request on 10kya Support Center and create a ticket. All tickets are answered within 1 working day.

Q.: Do you have an app?

We are in the process of launching the mobile application soon. You will be notified via email and newsletters.

Q.: Can I change my delivery address after I place the order?

We are sorry, you can not make any changes in the order after the order is placed. However, we can make changes to your existing order from the back end, for which you need to contact 10kya customer care. The only limitation is that you can change the address till the order is in processing. Once shipped the address can not be changed. In such cases, if you want to change the address after shipping, you need to cancel the order and place a fresh order.

Q.: Can I confirm that my order is placed successfully?

There are various ways to confirm the order:

- You can log on / sign in to your 10kya account, go to orders, check the latest order in the list to confirm if your order is placed.

- You can call, chat, email us, or raise a ticket to confirm your order.

- You can check your email inbox for the order confirmation mail.

- You can check your card/bank account whether the amount towards the order is debited (only for online payment orders).

Q.: How can I change my default address?

You can change your default address and can make your latest address as the default address.

Please follow the simple instructions.

  1. login to your MY ACCOUNT
  2. Go to the Address book on the left panel
  3. click on ADD NEW ADDRESS on the top right corner of the page
  4. Update your address
  5. Check the box which says "Use as my default billing address" and "Use as my default shipping address" whichever you want.
  6. Click on "Save Address" and you are done.

Your latest address will be your default billing and/or default shipping address henceforth.

If you wish you can delete those addresses which you do not require any longer.

Q.: How to stop getting promotional emails from

Yes, you can get yourself unlisted from the mailer list. All you need to do is to open the promotional email. Go at the bottom of the page, and click on "unsubscribe from this list". Follow the instruction to get your name off the list.

Getting Started

Q.: I lost my order number, what do I do now?

Lost or Do not have order ID, do not you worry. We will help you. You can call customer care and mention the name in which order was placed. Alternatively, you can log on / sign in to your account. Go to my account and select orders. You will be able to see all orders placed by you including the latest one. Or else, you can check your email for order confirmation mail from

Q.: Do I get reward points on special occasions?

Yes, you do. You can reward points on your birthday, bulk orders, if you share your travel photos and videos or write-ups, etc. For current offers, you need to come on lie chat with us or check on our websites. Please may check the current offer section in the FAQs.

Q.: How do I compare two or more products?

Simple. Click on add compare link on the product page which you would like to compare. Repeat the activity on each product page that you would like to put on your comparison list. You can add up to 4 products. Every time you add, you will see a message, " The product is successfully added to your comparison page". Now after adding the products, if you want to view the comparison on the comparison sheet then click on the " compare " button on the top right corner, just next to Log Out / Sign Up button. Wait for a few minutes because preparing a comparison may take time. Then within a couple of minutes, the comparison chart will appear on the screen.

return - exchange policy

Q.: What is the return - exchange policy?

We are having customer friendliest return policy. We boast of the fastest return processing among all industry players. We are happy to inform that you can return any product ( except products under No Exchange - No Returns).

We have to be informed about the return strictly within 7 Days of the delivery via email, call, chat or contact / feedback form. We are not responsible to honor the return request if it comes to us on or after 8th Day from the delivery date, no matter what could be the reason.

You can return the product under the following conditions,

  • Manufacturing Defect
  • Damaged in transit
  • Quality issue with the material
  • Color issue
  • Size issue
  • Not as expected
  • Not usable
  • Not matching your requirement
  • Not fit for purpose
  • Specification error
  • Mis-shipment
  • Ordered "A", received "B"


Q.: Can I get a discount coupon?

We are sorry, currently, we are not offering discounts through coupons, but via cash backs. So please check the offer section of the FAQs for more details.

Current Offers

Q.: How does cashback work?

Currently, We are running cash-back offers on select products. You will get to see the cash back on the product page. Please refer to Cashback Deals option on the main menu. All your cash-backs will accumulate in your 10kya internal credit account. You need to register your email address to create your account at This amount can be used in your next and subsequent orders. To use your internal credit, you need to check/ tick the box on the check-out page which reads "Internal credit" and the credit will be applied to the cart amount.

Please note:

The cash back that you earn is stored in the internal credit of your 10kya account. You may use the entire internal credit or partial amount in your next order while checking out. If you use your internal credit to pay an order then the following will be applicable.

  • Cashback cannot be earned on the cashback amount that you have used.
  • Cashback will not be applicable on the invoice amount where internal credit is used fully or partially.
  • Cashback will not be applicable to the order where internal credit has been used partially or fully.
Q.: Does amount earned from Cash Back expire?

We are happy to inform that the cash back has no validity, hence does not expire. So you can use it at your own ease.

Q.: What is the maximum cash back amount I can get?

Maximum cash back you can get is up to Rs.5000/-

Q.: Can I transfer the cashback amount to my bank account?

We are sorry, Cash Back is not transferable. You can only redeem the cash back by purchasing from our website.

Q.: What are the current offers and discounts running?

Cash Back Offers:

  • Up to 100% cash back. Please check the cash back deals on the menu on home page.
    Cashback categories: 15% 30% 60% 100%. You can find these cash backs on the product page of
  • Passion2club--> 2% discount for lifetime. Eligibility: Single Purchase of INR 1000 or Cumulative purchase of INR 10000 or publish one blog in the 10kya blog page
  • Passion4club--> 4% discount for lifetime. Eligibility: Single Purchase of INR 5000 or Cumulative purchase of INR 50000 or publish three blogs in 10kya blog page.
  • Passion8club--> 8% discount for lifetime. Eligibility: Single Purchase of INR 20000 or Cumulative purchase of INR 100000 or publish five blogs on 10kya blog page.
  • You are automatically upgraded to one of the above clubs if you fulfill any of the aforesaid conditions.


Q.: Which one to buy?

We have backpacks from the world's best manufacturers like Quechua, Coleman, Deuter to name a few. You may select the one that suits your budget and requirement. Please read through carefully the specifications, size, and the number of days trekking it supports, waterproof or not, etc before zeroing down.

Q.: how do I claim warranty?

In order to claim warranty, you need to contact the manufacturer directly with the invoice copy/warranty card (if any received along with the product or in the box). If the manufacturer asks for anything in writing from us. we will be happy to provide it to you or the manufacturer on your behalf. We are not obliged to fulfill the warranty in case the manufacturer denies or refuses to fulfill the warranty based on their terms and condition.


Refund policies and procedures

Q.: Can I request for refund?

Generally, we do not encourage our customers to take refunds. We put our best efforts to fulfill the order. If, after all our efforts, the product is out of stock and we do not have any information from our manufacturers when will the product be back in stock, and we are unable to provide an alternate product which is similar and more or less at the same price range then we take a request for refund.

Q.: how long will it take to refund?

Once the refund request is accepted under the condition that the product is out of stock, we process the refund on the same day the request is made. However, to reflect in your card or bank account may take up to 3 - 4 business days.

In case of product is returned by the customer and customer wants a refund, we will wait for the returned product to reach us. Once the returned product reaches us, we start processing your refund. Generally, we arrange a reverse pick up which takes 1-2 business days, and to reflect the refund may take up to 3 - 4 business days.

Q.: Do I get a refund confirmation and by when?

Yes, you do get a refund confirmation via email on your registered email address with a screenshot of the refund transaction. You receive the confirmation email on the same day on which refund is processed.

Q.: where do I get my refund, in the card or in my bank account?

Your money gets refunded back to the source in case you made a prepayment. However, in case of COD payment mode, you need to share your bank account details on our customer care email address, Once we receive the details from you, we initiate a NEFT transaction on the next day to refund the amount to your bank account. The bank details required in this case are as follows:

Beneficiary Name (same as the name in which the order is placed)

Account Number

Bank Name




Payment related queries

Q.: How do I know that my payment towards the order is successful?

Our payment gateways display a successful payment message on the screen as well as mail you the details. In rare circumstances where your payment is deducted but the message displayed is of payment failure, you may wait for 24 hours. The payment gateway and your bank will refund the money to your card/account at the time of their automatic reconciliation at midnight. You may also register a complaint with and we will coordinate with the payment gateways.

Q.: Do you send a payment confirmation?

We are sorry to inform that we do not send any notification for payment confirmation. We send order confirmation mail which does not necessarily mean that payment is received. If payment is not successful, we contact you in 24 hours to intimate you about the payment status.

Q.: If payment not successful, can I make the payment again for the same order?

Yes, you can make payment for the same order. You do not need to cancel the order and place a fresh order. In that case, we send you a payment link from the payment gateway on your mobile as well as on your registered email address. You can use the same link to make the payment for the same order.

Q.: What is the CVV code?

CVV is the three-digit number printed on the back of your credit/debit card.

Q.: My order is not confirmed by my card is debited with the same amount. What do I do now?

Do not worry. If the order is not placed, we can not claim the payment against it as the payment will not come to us. Most probably your payment is stuck at the payment gateway and amount is not transferred to us. In that case, you need to raise a request with your bank to credit the amount back to your card.

Q.: I am trying to make an online payment but it is not going through?

Do not worry!. We have two payment gateways on our check out page so that if one gateway is not accepting online payment, you can try the other one.

There are two payment gateways as follows:

- PayPal Express India (Accepts all modes of payments from India as well as from countries outside India)

- CCAvenue - All Credit/Debit Cards, Netbanking (Accepts all modes of payments from India)

If both payment gateways are not accepting online payment, then you can either place it on COD, or you can contact customer care of We will then send you a payment link on your mobile and email address. You can make payment using the link.

How do I cancel my order?

Q.: Can I cancel the order from my account?

I am sorry, Once the order is placed, you can not cancel or edit your order by yourself. In order to cancel or modify your order, you need to contact the customer support team of and they will do it from the back end.

Q.: Will I get the refund if I cancel the order before processing?

Yes, if you request cancellation, then your money will be refunded once the order is canceled. The amount will be refunded back to source.

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