FAQs

Understanding Scanecart

What is Scanecart?

Scanecart.lk is the official online shopping platform of the Scan Products Division of C.W. Mackie PLC. It offers a wide range of high-quality FMCG products, including food and beverages, personal care, and household essentials—all delivered directly to your doorstep with convenience and care.

What is the URL/ link to access Scanecart?

You can access our online store by visiting www.scanecart.lk from any device, anytime, anywhere.

What are the steps to sign up?

Visit www.scanecart.lk. Click on the “Sign Up” or “Register” button at the top-right corner. Fill in your details, including name, email address, mobile number, and password. Click “Create Account” to complete the process. You’ll receive a confirmation email, and then you're ready to start shopping!

Account and Profile

How do I sign in to the Scanecart website?

Visit www.scanecart.lk and click the “Sign In” button.

How do I create an account?

Go to www.scanecart.lk. Click “Sign Up” and enter your details (name, email, mobile number, and password). Click “Create Account”

How do I manage my profile?

After logging in, click on your profile icon or name at the top. From your dashboard, you can manage the account.

How is my verification processed?

Once you sign up, we send a verification email or SMS with a link/code. Click the link or enter the code to complete your verification and activate your account.

I forgot my password. Should I create a new account?

No need to create a new account! Just click “Forgot Password?” on the login page and follow the instructions to reset your password via email.

Can I share my account with friends?

We recommend keeping your account private for your own security and a personalized shopping experience. Sharing credentials is not advised.

I can’t create my account. Can I still place an order?

Yes, you can check out as a guest without creating an account. However, having an account helps you track orders and enjoy personalized offers.

I am unable to sign in or place an order. What should I do?

Please contact our customer support team for immediate assistance. Our team will help resolve the issue as quickly as possible.

Where can I view promotions and discounts?

You can find the latest promotions on our homepage banners, in the “Offers” section, and on our social media pages.

How and where can I view my past orders?

Log in to your account and go to “My Orders” under your profile. You’ll see a list of all previous orders with status updates and item details.

Payment and Charges

What are the payment methods available?

Currently, we offer Cash on Delivery (COD) for your convenience. We accept multiple payment methods (secure online payment), including card payments, mobile wallets, and online bank transfers.

What is the minimum and maximum order value?

There is no minimum or maximum order value

Will I be charged for the cancellations made?

No, there are no cancellation charges if your order is canceled before it is dispatched. However, once dispatched, cancellation may not be possible. Please contact us immediately if you need to cancel.

What do I do if I am charged for the delivery?

Delivery charges are shown clearly at checkout based on your location and order value. If you believe you were incorrectly charged, please contact our support team with your order details, and we’ll investigate right away.

What do I do if I am overcharged for the order placed?

If the final amount charged differs from what was displayed at checkout, please contact our support team with your order ID. We’ll verify the billing and issue a refund or adjustment if needed.

I didn’t get the said discount. What do I do?

Make sure the promo code was applied before placing the order and that it was still valid. If a discount was missed in error, reach out to us with your order details, and we’ll be happy to help sort it out.

Changing account settings

How do I update my address info?

Log in to your Scanecart account. Go to your profile or account settings. Select “My Addresses”. Click “Edit” on the existing address or “Add New” to save a new one. Make sure to set the correct address as your default for faster checkouts.

How do I reset my password?

If you forget your password, Go to the Sign In page. Click “Forgot Password?”. Enter your registered email address. Follow the instructions in the email to reset your password securely

I want to delete my account. What do I do?

We’re sorry to see you go! To delete your account, please contact our customer support team through email or live chat. For your security, we may request identity verification before proceeding.

I want to update my email or push notification settings. How do I update it?

Log in and head to your Account Settings. Under Notification Preferences, you can manage your choices for promotional emails, order updates, and other alerts. You can unsubscribe anytime.

I changed my mobile number. How can I update it in my account?

To update your mobile number, log in to your account. Go to Profile Settings. Click “Edit” next to your contact details. Enter the new number and save the changes. We may send a verification code to confirm the new number.

Information security

How safe is ordering through Scanecart?

Ordering through Scanecart.lk is completely safe and secure. We use encrypted connections and trusted payment gateways to ensure your transactions are protected. Your privacy and peace of mind are our top priorities at every step of the shopping journey.

How is my information maintained?

Your personal and payment information is stored in a highly secure, encrypted environment and used strictly for order processing, delivery, and service enhancement. We never sell or share your data with third parties without your consent.

What are the information security measures maintained?

Access to customer data is strictly controlled and monitored to prevent unauthorized use or breaches. Regular security audits are performed to ensure full compliance and protection.

Common issues

What do I do if someone misuses my account?

If you suspect any unauthorized activity, immediately reset your password and contact our customer support team. We'll secure your account, investigate the issue, and take appropriate action to protect your information.

How will I receive my order confirmation?

Once your order is placed, you'll receive a confirmation email and/or SMS with the order details. You can also view your order history anytime under “My Orders” in your account.

What if I need to cancel an order?

You can cancel an order by visiting the “My Orders” section before it is dispatched. If the order has already been dispatched, cancellation may not be possible. Please reach out to our support team as soon as possible for assistance.

How is my cancellation rate measured?

Your cancellation rate refers to the frequency at which you cancel confirmed orders. Excessive cancellations may affect future ordering privileges or access to certain promotions. We encourage placing orders only when you're confident.

How can I contact the delivery person?

Once your order is out for delivery, you'll receive a notification with the delivery partner’s contact number. If needed, our customer support can also assist you in connecting with them.

How long should I wait for the delivery?

Delivery usually takes 1–3 working days, depending on your location. In most urban areas, same-day or next-day delivery may be available. You'll receive updates via SMS/email throughout the process.

How can I track the status of my order?

Log in to your account and go to “My Orders” to view the live status of your order. You’ll also receive real-time updates via SMS/email.

I had a bad experience with the delivery. What can I do?

We’re sorry to hear that. Please share your feedback through the "Help & Support" section or contact us directly. We take all complaints seriously and will work to resolve the issue and improve future deliveries.

What should I do if a wrong order is delivered?

If you received the wrong item(s), please contact our support team immediately with your order ID and a photo of the received items. We’ll arrange a prompt replacement or refund based on your preference.

What should I do if products are missing?

Check the invoice and package thoroughly. If any item is missing, notify us within 24 hours of receiving the delivery. We’ll verify the issue and arrange for a refund or redelivery of the missing product(s).

What if I receive expired products?

We take product quality seriously. If you receive expired products, please send us photos of the item and packaging. We'll initiate a refund or replacement and investigate the issue with our fulfillment team.

I didn’t get my order within the said time. What do I do?

We apologize for the delay. Please check the “My Orders” section for real-time tracking or contact our support team with your order number. We’ll follow up and ensure your order is delivered promptly.

I received damaged products. How do I get them replaced?

Please take clear photos of the damaged items and contact our support within 24 hours of delivery. We’ll arrange a free replacement or refund after verification.

How do I get a copy of my order’s receipt?

You can download or view your receipt by visiting the “My Orders” section in your account. A receipt is also sent via email after every successful order.

Troubleshooting

The website is not accessible. What should I do?

Refresh the page or restart your browser

Clear your browser cache and cookies

Check your internet connection

Why can’t I sign into my account?

You might be entering the wrong credentials, or your account may be temporarily locked due to multiple failed attempts. Try resetting your password via “Forgot Password”. If that doesn't work, reach out to our support team to regain access.

Why can’t I check out?

An unstable internet connection

A glitch in the browser (try refreshing or switching browsers)

Missing required information (like delivery address or payment method)

Product(s) in your cart going out of stock

I didn’t receive any notifications. What should I do?

First, check your Spam/Junk folder in case the email was filtered. Also, ensure your email and phone number are up to date in your profile. If everything seems correct and you’re still not getting order updates, contact support so we can check your notification settings and help you stay informed.

Rating and Review

How do I rate the service provided?

After your order is delivered, you’ll receive a prompt via SMS or email with a link to rate your experience. You can also log in to your account, go to “My Orders”, select the relevant order, and leave a rating.

How do I change the rating for the delivery person?

At the moment, once submitted, ratings for delivery personnel cannot be changed. However, if you wish to report a delivery concern, feel free to reach out to our support team — your feedback helps us improve.

How do I write a review?

You can write a review by going to “My Orders”, selecting the completed order, and choosing the product you wish to review. Simply click “Write a Review” and share your experience — it helps other shoppers and helps us serve you better!