Shipping policy

 

At Shaheen Online, we want you to shop with complete peace of mind. If for any reason you are not satisfied with your purchase, we may offer an exchange, replacement, or support—subject to the terms outlined below.

Our goal is to provide a smooth and reliable shopping experience at every step. This policy applies to all orders placed through our online platform.

Shipping & Delivery Policy

General Information
Shaheen Online is an eCommerce platform specializing in grocery and related products. We aim to deliver high-quality products with reliable and timely service.

This policy explains how shipping, delivery, and related processes work when you place an order with us.

Shipping & Delivery Terms

Dispatch & Delivery Time
We work with trusted delivery partners to fulfill your orders. Delivery timelines are communicated at the time of order placement.

For any delivery-related queries, you can contact us via WhatsApp at:
+92 318 3538043

Customer Information for Delivery
To ensure successful delivery, customers must provide accurate details including:

  • Full name
  • Complete address
  • Contact number
  • Nearby landmark (if applicable)

Shaheen Online is not responsible for failed deliveries due to incorrect or incomplete information.

Delivery Attempts
If delivery is unsuccessful on the first attempt, we may contact you for re-delivery. Additional charges may apply for repeated delivery attempts.

Delays in Delivery
While we strive for timely delivery, delays may occur due to:

  • Weather conditions

  • Logistics issues
  • Public holidays or unforeseen circumstances

In such cases, we will keep you informed through WhatsApp or phone.

Delivery Responsibility
We partner with third-party courier services. While we ensure reliable partners, Shaheen Online is not responsible for the actions or delays caused by delivery personnel.

Order Tracking
Once your order is dispatched, you may receive tracking details (where applicable). You can also request tracking information via WhatsApp.

Delivery Charges (Pakistan Only)

Within City
  • Flat Delivery Fee: PKR 199
Outside City
  • Standard Delivery Fee: PKR 299 (includes packing up to 3 kg)
  • Additional Weight: PKR 50 per extra kg
Order Timing
  • Last Order Time: 9:00 PM
  • Orders placed after 9:00 PM will be processed the next day

Goods Not Received Policy

Definition
This applies when a customer does not receive their order within the expected time or as agreed.

Eligibility
All customers placing orders with Shaheen Online are covered under this policy.

Delivery Confirmation
  • Orders are delivered to the address provided at checkout
  • Delivery is not contactless
  • In some cases, OTP (One-Time Password) verification may be required

Once delivery is confirmed (via OTP or courier confirmation), Shaheen Online is not liable for claims of non-receipt.

Courier-Based Deliveries
For third-party couriers, their delivery and confirmation systems will apply.

Important Conditions
  • Cash on Delivery (COD): Order is handed over upon payment
  • Paid Orders: May require identity verification (if applicable)
  • Customers may receive confirmation calls or messages before delivery

Reporting Missing Orders
Customers must report missing or undelivered orders within 5 working days from the expected delivery date

To report an issue, contact us via:

  • WhatsApp: +92 318 3538043

Missing Delivery Claims
We follow strict processes to ensure accurate dispatch. However:

  • Tracking information serves as proof of shipment
  • Shaheen Online is not liable for missing delivery claims once marked delivered

We will assist you in coordinating with the courier service where possible.

Customer Responsibility
Customers are responsible for:

  • Providing accurate delivery details
  • Reporting delivery issues promptly
  • Coordinating with courier companies when required

Investigation Process
For delivery-related complaints, please provide:

  • Order number
  • Issue details
  • Supporting proof (if available)

Our team will review the case and communicate updates accordingly.

Resolution Policy
We will assist in resolving delivery issues; however:

  • We do not guarantee refunds or exchanges for delivery-related disputes once confirmed delivered

Need Help?
For any questions, support, or delivery concerns, contact us:

  • WhatsApp: +92 318 3538043