Shipping & Delivery Policy
Last Updated: [DATE] | Version: 1.0
1. Introduction and Scope
This Shipping & Delivery Policy ("Policy") explains how orders placed on PakAutoMart (pakautomart.com), Pakistan's multi-vendor auto parts marketplace ("Platform", "we", "us"), are processed, dispatched, and delivered to buyers across Pakistan. PakAutoMart operates as a marketplace connecting independent third-party sellers ("Sellers") with buyers ("Buyers", "you"). This Policy should be read together with our Terms & Conditions, our Return & Refund Policy, and, where applicable, our Vendor/Seller Agreement. By placing an order on PakAutoMart, you acknowledge and agree to the terms set out below.
Because PakAutoMart is a multi-vendor marketplace rather than a single-warehouse retailer, shipping arrangements, packaging standards, and dispatch times may vary from Seller to Seller. We work to hold all Sellers on the Platform to consistent minimum standards, but certain operational details described below (particularly delivery-day estimates) are necessarily general in nature given the number of independent Sellers and logistics partners involved.
2. How Orders Are Processed and Dispatched
When you place an order on PakAutoMart, the order is routed to the relevant Seller(s) who list the product(s) you purchased. Each Seller is responsible for: (a) confirming availability of stock; (b) packing the item(s) in accordance with the Platform's packaging guidelines, taking into account the nature of auto parts (including oils, fluids, sharp-edged metal components, and fragile electronic parts); and (c) handing the packed order over to a courier or logistics partner of the Seller's choosing, or of the Platform's designated network where applicable, for onward delivery to the Buyer's specified address.
PakAutoMart facilitates and coordinates this process through the Platform's order-management system, and may provide Sellers with access to approved logistics partners, but PakAutoMart does not itself pack, warehouse, or physically dispatch most orders. Sellers are generally responsible for timely dispatch once an order is confirmed. Buyers will typically receive order-status notifications (order confirmed, processing, dispatched, out for delivery, delivered) through the Platform, email, or SMS, where such tracking information is made available by the Seller or courier partner.
Dispatch timeframes (the time between order confirmation and handover to a courier) may differ between Sellers depending on their stock location, order volume, and item type. Where a Seller has provided an estimated dispatch time on a product listing, that estimate is provided by the Seller and is indicative only, not a guaranteed delivery commitment by PakAutoMart.
3. Delivery Timelines by Region
PakAutoMart serves Buyers across Pakistan; however, actual delivery times depend on the destination's location within the country and the density of the relevant courier network in that area. As a general matter:
- Major metropolitan areas with well-established logistics infrastructure — including Karachi, Lahore, and Islamabad/Rawalpindi — typically experience faster and more predictable delivery times due to a higher concentration of courier hubs and sorting facilities.
- Other urban and semi-urban centres across Punjab, Sindh, and Khyber Pakhtunkhwa generally experience moderate delivery times, which may be somewhat longer than the major metros depending on courier route frequency.
- Remote or lower-density regions — including Gilgit-Baltistan, Azad Jammu & Kashmir, interior Sindh, and interior Balochistan — may experience longer delivery times due to reduced courier coverage, longer transit routes, seasonal road or weather conditions, and fewer local sorting/delivery hubs.
[LEGAL/OPERATIONS REVIEW NEEDED — exact delivery-day estimates to be confirmed by logistics team, to be inserted per zone/tier once finalized with courier partners]. Any specific estimated delivery window shown to you at checkout or on a product page is provided for guidance only and does not constitute a binding delivery date. PakAutoMart and its Sellers will make reasonable efforts to meet displayed estimates but shall not be liable for delays arising from courier network constraints, weather, security or law-and-order conditions, public holidays, customs or regulatory checks, or other circumstances beyond reasonable control. For general delivery information applicable to your order, please also refer to any Seller-specific shipping notes displayed on the relevant product listing.
4. Cash on Delivery (COD)
PakAutoMart offers Cash on Delivery as a payment option for eligible orders, in addition to other payment methods, with all amounts charged and collected in Pakistani Rupees (PKR) only. COD orders are subject to the following process:
- Order confirmation: COD orders may be subject to a confirmation call, SMS, or automated verification step before dispatch, to confirm the order details, delivery address, and Buyer availability. PakAutoMart or the Seller reserves the right to cancel a COD order that cannot be verified within a reasonable time.
- Verification checks: To reduce fraudulent or fake orders, PakAutoMart or its Sellers may apply risk-screening measures to COD orders, which may include order value limits, request for an alternate contact number, or requiring partial advance payment for high-value or bulk auto parts orders in certain cases.
- Payment at delivery: The Buyer must pay the exact or nearest available amount in PKR cash to the courier representative at the time of delivery, unless an alternative on-delivery payment method (such as card-on-delivery, where offered by the courier partner) is explicitly made available.
- Refused delivery: If a Buyer refuses to accept a COD order at the point of delivery, or is unreachable/unavailable after reasonable delivery attempts (see Section 6), the order will generally be returned to the Seller. Repeated refusal of COD orders by a Buyer's account may result in PakAutoMart restricting the availability of COD as a payment option on that account, or requiring prepayment for future orders, at PakAutoMart's discretion.
5. Risk of Loss and Transfer of Risk
Until an order is physically handed over by the Seller to the courier/logistics partner for dispatch, the Seller bears the risk of loss of, or damage to, the goods. Once the order has been handed over to the courier partner, risk of loss during transit is generally governed by the arrangement between the Seller (or PakAutoMart's designated logistics network) and the courier partner; however, as between PakAutoMart/Seller and the Buyer, the Buyer is not responsible for loss or damage that occurs in transit before delivery is completed and accepted at the Buyer's address. Once the shipment has been delivered to the Buyer (or to a person present at the delivery address who accepts it on the Buyer's behalf) and the delivery is acknowledged as received, risk of loss or damage passes to the Buyer, except where a damaged-in-transit claim is validly raised in accordance with Section 6 below.
Buyers are strongly encouraged to inspect packages for visible external damage at the time of delivery, before signing for or accepting the shipment, wherever the courier's process permits such inspection.
6. Damaged-in-Transit Claims
If an order arrives visibly damaged, tampered with, or with items missing or broken due to mishandling in transit, the Buyer should follow this process:
- Inspect on delivery: Where possible, inspect the outer packaging and contents at the time of delivery. If damage is visible externally, you may refuse acceptance of the shipment and note the reason with the courier.
- Photographic evidence: Whether damage is discovered at the doorstep or upon unpacking, take clear photographs and/or video of the damaged packaging, the shipping label, and the damaged product before disposing of any packaging material. This evidence is required to process a claim.
- Reporting window: Damaged-in-transit claims must be reported to PakAutoMart through the Platform's support channels, or directly to admin@pakautomart.com, within the reporting window specified in our Return & Refund Policy, calculated from the date of delivery. Claims reported after this window may not be eligible for replacement or refund.
- Resolution route: Once a claim is submitted with supporting evidence, PakAutoMart will coordinate with the relevant Seller (and courier partner, where relevant) to assess the claim. Approved claims will be resolved by replacement, store credit, or refund, in accordance with the process, timelines, and conditions set out in the Return & Refund Policy.
Because auto parts frequently include heavy, sharp-edged, liquid-filled, or otherwise fragile components, Buyers should retain original packaging until satisfied that the part is undamaged and correct, as packaging may be required to support a claim or facilitate a return.
7. Delivery Attempts and Re-Attempts
Courier partners will generally make a reasonable number of delivery attempts to the address provided at checkout. If a Buyer is unavailable to receive the shipment, the courier may leave a notification, attempt redelivery on a subsequent day, or hold the shipment at a local facility for collection, depending on the courier's own operating procedures. If delivery cannot be completed after multiple reasonable attempts, the shipment may be returned to the Seller as an undelivered/failed-delivery order. In such cases, for prepaid orders, any applicable refund (less non-recoverable shipping costs, if any, as permitted under the Return & Refund Policy) will be processed once the returned shipment is confirmed received by the Seller. Buyers wishing to arrange an alternate delivery date, time, or location should contact PakAutoMart support or the courier partner promptly using the tracking details provided.
8. Address Accuracy and Buyer Responsibility
The Buyer is solely responsible for providing a complete, accurate, and up-to-date delivery address, including correct area/locality, landmark details where relevant, city, postal code (if applicable), and a reachable mobile phone number, at the time of placing an order. PakAutoMart and its Sellers are not liable for delayed delivery, misdelivery, or non-delivery arising from incomplete, incorrect, or outdated address or contact information supplied by the Buyer. If a shipment is delayed, misdirected, or returned as undeliverable due to an inaccurate address, any resulting re-shipping costs, delays, or cancellation consequences may be passed on to the Buyer, at PakAutoMart's or the Seller's discretion, and any refund will be handled in line with the Return & Refund Policy. Buyers are encouraged to review their delivery address carefully before confirming an order and to promptly update the Platform or contact support at admin@pakautomart.com or 042 111 786 786 if an error is discovered before dispatch.
9. Shipping Charges
Applicable shipping/delivery charges, if any, are disclosed to the Buyer at checkout before order confirmation, and all charges are quoted and collected in Pakistani Rupees (PKR) only. Shipping charges may vary based on factors such as the Seller, the weight and dimensions of the item(s), the delivery destination, and any ongoing free-shipping promotions communicated by PakAutoMart or the Seller. This Policy does not itself state or guarantee specific shipping rates, as these are dynamic and set at the checkout stage; Buyers should refer to the checkout summary for the exact shipping cost applicable to their order at the time of purchase. Where an order includes items from multiple Sellers, separate shipping charges may apply to each Seller's shipment, and such shipments may arrive separately and at different times.
10. Oversized, Heavy, and Special-Handling Auto Parts
Certain auto parts listed on PakAutoMart — such as engine blocks, transmissions, body panels, bumpers, wheels/rims, batteries, and similar bulky or heavy items — may require special handling, packaging, or a dedicated freight/cargo arrangement rather than standard parcel courier service. For such items, dispatch and delivery timelines may be longer than for standard small-parts orders, additional shipping charges may apply and will be disclosed at checkout or communicated by the Seller prior to dispatch, and delivery may in some cases require the Buyer's presence or assistance at the point of delivery due to the size or weight of the item. Sellers listing such items are expected to note any special handling requirements on the relevant product listing; Buyers ordering oversized or heavy parts should review these notes carefully before completing their purchase.
11. Order Tracking and Support
Where a courier partner provides tracking facilities, tracking information will be made available to the Buyer through the Platform, email, or SMS following dispatch. For any shipping-related query, delayed delivery, or damaged-shipment report, Buyers may contact PakAutoMart support at admin@pakautomart.com or 042 111 786 786, or through the Platform's Seller/order communication channel. Unresolved disputes relating to shipping or delivery that cannot be settled directly with PakAutoMart or the relevant Seller may be addressed in accordance with our Dispute Resolution Policy.
12. Changes to This Policy
PakAutoMart may update or revise this Shipping & Delivery Policy from time to time to reflect operational, logistics, or regulatory changes. The revised Policy will be posted on this page with an updated "Last Updated" date, and continued use of the Platform after such changes constitutes acceptance of the revised Policy. Buyers are encouraged to review this Policy periodically, along with our Terms & Conditions and Return & Refund Policy, to stay informed of how shipping and delivery are handled on PakAutoMart.
