Shipping policy

Shipping Policy

Last updated: 8 September 2026

Thank you for shopping with Musa Mart. This policy explains how we process, pack and deliver your order across Pakistan.

1. Where We Deliver

We deliver nationwide across Pakistan, including all major cities and most small towns served by our courier partners.

  • Deliveries to remote areas, cantonment zones, or restricted-access locations may take longer or, in rare cases, may not be serviceable
  • If your area cannot be served, our team will contact you on WhatsApp and cancel the order with a full refund of any prepaid amount
  • We do not currently ship internationally

2. Order Processing Time

  • Orders are processed within 1–2 working days of confirmation
  • Working days are Monday to Saturday, excluding public holidays
  • Orders placed after 6:00 PM, on Sundays or on public holidays are processed on the next working day
  • For Cash on Delivery orders, processing begins only after our team confirms your order by call or WhatsApp. If we cannot reach you, dispatch is delayed until we do

3. Delivery Time

Location Estimated Delivery
Major cities (Lahore, Karachi, Islamabad, Rawalpindi, Faisalabad, Multan) 2–3 working days
Other cities and towns 3–5 working days
Remote or interior areas 5–7 working days

These timelines start from the date of dispatch, not the date of order, and are estimates provided by our courier partners. They are not guaranteed.

Delivery may be delayed by weather, courier backlogs, public holidays, political situations, strikes, or an incomplete address — circumstances outside our control. We will keep you updated on WhatsApp if we learn of a delay affecting your parcel.

4. Shipping Charges

  • Shipping charges, where applicable, are calculated and displayed at checkout before you confirm your order
  • Any free-delivery offer applies only to the products, cities and order values stated in that specific promotion
  • Shipping charges are non-refundable, including where an order is returned to us
  • For Cash on Delivery orders, the total shown at checkout — product price plus delivery charge — is the amount payable to the courier

5. Cash on Delivery

  • COD is available across most of Pakistan
  • The full amount must be paid to the courier before the parcel is opened
  • Partial payment or accepting only part of an order is not permitted
  • Please keep the exact amount ready, as riders often cannot provide change
  • Repeatedly refusing confirmed COD parcels may result in your number being blocked from placing future orders, and we may require prepayment on any future order

6. Order Tracking

  • Once your parcel is dispatched, we send the tracking number and courier name on WhatsApp or SMS
  • Tracking may take up to 24 hours to become active after dispatch
  • If your tracking has not updated for more than 48 hours, message us on WhatsApp at +92 341 0700057 and we will follow up with the courier on your behalf

7. Delivery Attempts and Failed Deliveries

  • Our courier partners typically make two to three delivery attempts
  • Please keep your phone reachable. Riders usually call before arriving
  • If delivery fails because the phone was switched off, the address was incorrect or incomplete, or nobody was available to receive the parcel, the parcel is returned to us
  • For a returned parcel to be re-shipped, you must pay the delivery charges again, and we may require the order to be prepaid

8. Address Accuracy

You are responsible for providing a complete and correct delivery address, including house or shop number, street, area, city and a working mobile number.

  • Address changes are possible only before dispatch — message us on WhatsApp as soon as possible
  • Once the parcel is handed to the courier, the address cannot be changed
  • We are not responsible for orders lost or delayed due to an incorrect address provided at checkout

9. Packaging

All products are sealed and packed carefully for transit. Because our range includes liquid cleaning, pest control and personal care products, each bottle is capped, sealed and cushioned to prevent leakage.

If a parcel arrives damaged, leaking or tampered with:

  • Do not accept the parcel if the damage is visible before payment, and inform the rider
  • If you notice the damage after opening, contact us on WhatsApp within 24 hours of delivery with clear photos or an unboxing video
  • We recommend recording a short unboxing video for every order — it makes damage claims very quick to approve

Verified damage in transit is our responsibility. We will send a free replacement or issue a full refund, with all courier charges covered by us.

10. Order Cancellation

  • Orders may be cancelled free of charge any time before dispatch — simply message us on WhatsApp
  • Once the parcel has been handed to the courier, it cannot be cancelled
  • After delivery, please refer to our Return & Refund Policy, which allows returns within 3 days of delivery under the conditions stated there

11. Lost Parcels

If a parcel is confirmed lost by the courier:

  • We will either re-ship your order at no cost or issue a full refund, including the delivery charge
  • Investigations by courier companies can take 7–14 working days, and we will keep you updated throughout

12. Contact Us

Musa Mart

  • WhatsApp / Phone: +92 341 0700057
  • Website: https://www.themusastore.store/
  • Support hours: Monday to Saturday, 10:00 AM – 7:00 PM (PKT)

For anything related to dispatch, tracking or delivery, WhatsApp is the fastest way to reach our team.

Musa Mart reserves the right to update this Shipping Policy at any time. The version published on our website at the time of your order applies to that order.