Delivery & Shipping Policy

Ghar Se is committed to providing timely and reliable delivery services across Pakistan. This Delivery & Shipping Policy outlines the terms, charges, timelines, and procedures governing the delivery of orders placed through the Ghar Se platform, including shop orders, food delivery, package delivery, and other services.

Delivery Coverage Areas

Where we deliver

Ghar Se delivery services are currently available in the following cities across Pakistan, with plans to expand to additional cities in the coming months:

• Major Cities – Islamabad, Rawalpindi, Lahore, Karachi, Faisalabad
• Secondary Cities – Peshawar, Quetta, Multan, Gujranwala, Sialkot, Sargodha, Bahawalpur
• Expanding Soon – Abbottabad, Hyderabad, Sukkur, Larkana, Gilgit, Murree

Delivery Timeframes

Estimated delivery times per service

Delivery times vary depending on the service type, delivery location, and current demand. Below are the standard estimated delivery timeframes for each service category:

• Shop Orders (Standard) – 3-7 business days within same city; 7-14 business days for inter-city delivery
• Shop Orders (Express) – 1-2 business days within same city (where available, additional charges apply)
• Food Delivery – 30-60 minutes from order confirmation, depending on restaurant preparation time and distance
• Package Delivery (Same City) – 2-4 hours for express; 24 hours for standard
• Package Delivery (Inter-city) – 2-5 business days depending on distance and courier partner

Shipping Charges

Delivery fee structure

Shipping charges are calculated based on several factors including delivery distance, package weight, delivery speed, and any special handling requirements. The base delivery fee structure is as follows:

• Shop Orders – Free delivery on orders above Rs. 1,500. Standard delivery fee: Rs. 99 for orders under Rs. 1,500 within same city
• Food Delivery – Delivery fee: Rs. 49-99 depending on distance. Free delivery on orders above Rs. 800
• Package Delivery – Starting from Rs. 150 for same-city up to 2 kg. Inter-city rates calculated per kg
• COD Surcharge – An additional Rs. 30 applies to Cash on Delivery orders
• Fragile Item Surcharge – An additional Rs. 50 may apply for items marked as fragile

Order Processing Time

How long it takes to prepare your order

Order processing time varies by service type and is separate from delivery time. Processing begins once the order is confirmed and payment is verified.

• Shop Orders – 1-2 business days for seller to prepare and pack items
• Food Delivery – 15-30 minutes for restaurant to prepare the order
• Package Delivery – Immediate processing upon drop-off at collection point

Delivery Process

How your order reaches you

1. Order Confirmed – You receive an order confirmation with estimated delivery timeframe
2. Order Processed – The seller or restaurant prepares your order
3. Handed to Rider – The order is picked up by a Ghar Se delivery rider
4. In Transit – Your order is on its way to the delivery address. You can track its progress in real-time
5. Out for Delivery – The rider is approaching your location for final delivery
6. Delivered – Your order has been delivered. You will receive a delivery confirmation notification

Real-Time Order Tracking

Track your order every step of the way

All Ghar Se deliveries include real-time tracking through our app and website. You can track your order status at any time by visiting the Order Tracking page on our website or through the Ghar Se mobile app. Tracking updates include:

• Status Changes – Each status change (processing, in transit, out for delivery, delivered) with timestamp
• Rider Location – Live GPS tracking of the delivery rider on the map during the final delivery stage
• Estimated Arrival – Updated estimated time of arrival based on current rider location and traffic conditions
• Notifications – Push notifications and email updates at every key milestone

Failed Delivery Attempts

What happens if delivery cannot be completed

If the delivery rider is unable to deliver your order due to an incorrect address, no one being available to receive the order, or if you are unreachable by phone, the following procedure applies:

• First Attempt – The rider will attempt to contact you via phone. If unreachable, the order will be marked as 'Delivery Failed'
• Second Attempt – A second delivery attempt will be made within 24 hours. Additional charges may apply
• Return to Seller – If the second attempt also fails, the order will be returned to the seller. Refund will be processed minus delivery charges

Delivery Restrictions

Items and conditions that affect delivery

The following restrictions apply to all Ghar Se deliveries:

• Prohibited Items – Items listed in our Prohibited Items Policy cannot be shipped through the platform
• Weight Limit – Maximum package weight is 25 kg for standard delivery. Heavier items may require special arrangements
• Size Limit – Maximum package dimensions: 100 cm x 80 cm x 60 cm
• Hazardous Materials – Flammable, explosive, or otherwise hazardous materials cannot be delivered

International Shipping

Shipping outside Pakistan

Currently, Ghar Se delivery services are limited to locations within Pakistan. International shipping is not yet available. We are exploring international delivery options and will update this policy when international shipping becomes available.

Delivery Issues & Support

What to do if you experience a delivery problem

If you experience any issues with your delivery, including delays, damaged items, or incorrect orders, please contact our support team within 24 hours of the expected delivery time. We will investigate and resolve the issue as quickly as possible.

Policy Updates

Changes to this policy

Ghar Se reserves the right to update or modify this Delivery & Shipping Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically for any updates. Material changes will be communicated via email or through in-app notifications.

Last updated: June 2026