Shipping Policy

1. Who delivers your order#

Each seller decides how it delivers within the rules of the Platform. Your order may be delivered:

• by the seller itself, with its own riders or vehicles;
• by a courier or logistics company that the seller chooses; or
• through a delivery service that we provide or arrange (shown at checkout as company delivery).

Pickup from the seller may be offered by some sellers. Where it is offered, it is shown on the product page and at checkout.

2. Delivery charges#

• The delivery charge and the order total are shown before you place your order. If a delivery cost changes while you are checking out, we show you the new total and ask you to confirm it.
• Sellers set their own delivery terms. Depending on the seller, delivery may be a fixed charge, a charge by area or by distance, or free. Some sellers offer free delivery above a certain order value, and some add a charge for heavy goods or set a minimum order for delivery.
• If your basket has several sellers, the delivery charge is worked out for each seller separately.
• Wholesale orders may be priced by total weight and by the delivery city, as shown on the Listing and at checkout.
• A delivery charge is not part of the price of the goods. If part of an order is refunded, delivery charges are handled as set out in our Returns and Refunds Policy.

3. Delivery areas#

We aim to make delivery available across Pakistan, but each seller chooses where it delivers, for example by city, area or distance from its store. If a seller does not deliver to your address, you will see that at checkout and you will not be able to place the order for that seller. We may also restrict delivery to some places for safety, legal or practical reasons.

4. Delivery times#

The product page, the checkout page and your order page show the estimated delivery time. It depends on the seller's preparation time, the distance, the courier, and events outside our control such as weather, road closures, public holidays, strikes and security situations. These times are estimates and are not guaranteed. Orders paid by bank transfer or Raast are released to the seller only after we confirm your payment, so the delivery clock starts after that.

5. When your order is released to the seller#

• Cash on delivery. The order is confirmed and released to the seller straight away. You pay the delivery person when you receive the parcel.
• Bank transfer and Raast. We confirm your payment first. Please send the exact total and write your Order number as the reference. After we confirm it, the order is released to the seller. See section 4 of our Cancellation Policy for what happens if payment does not arrive.
• After release, the seller accepts the order, packs it and ships it. You will see these steps in your account.

6. Orders with several sellers#

You can buy from different sellers in one basket. Each seller prepares and ships its own part of the order. This means you may receive several parcels, on different days, from different senders, and each part has its own delivery charge and its own status. Cancelling, returning or refunding one seller's part does not change the other parts.

7. Tracking your order#

• You can follow your order in your account under Orders & Tracking. It shows when the order was placed, confirmed, shipped and delivered.
• You can also use our public order tracking page. Enter your order number and the mobile number or e-mail used at checkout, and you will see the status without signing in. For your privacy, it does not show your address or prices.
• Sellers update the shipping status and give courier and tracking details when they have them. A status is only as accurate as the update the seller gives. If a status looks wrong, please contact us.

8. Receiving your parcel#

• Please give a complete address and a mobile number on which you can be reached. The delivery person may call you.
• For cash on delivery, pay the exact total shown on your order.
• Check the parcel when it arrives. If the outer packing is badly damaged, or something is clearly wrong, tell the delivery person, take clear photos and a short video of the parcel and of opening it, and contact us.
• Keep the packing and the goods in their original condition until your problem is resolved.
• You can mark an order as received in your account once it has arrived.

9. If delivery fails#

• If delivery fails because the address or phone number is wrong or incomplete, you cannot be reached, or nobody accepts or pays for the parcel, the seller or the courier may try again, ask you for a new address, or return the parcel to the seller.
• If an order is cancelled because of a failed delivery that was your fault, the seller or we may keep a fair delivery cost from any amount to be refunded, and we may limit cash on delivery for your account if this happens repeatedly.
• If delivery fails because of the seller or the courier, you will not be charged, and you may choose a new delivery or a refund.
• You may change a delivery address only before the order is shipped, and only if the seller can still do it. Contact us as soon as you can.

10. Damaged, missing or wrong items#

If a parcel arrives damaged, with items missing, or with the wrong item, please report it within 7 days of delivery. Open the order in your account and use "Refund or exchange", or contact us, and include your order number and clear photos. We will look into it with the seller and decide the next step as set out in our Returns and Refunds Policy.

11. Delays and lost parcels#

If your order is much later than the estimate, check the order page first, then contact us with your order number. We will ask the seller and the courier for an update. The seller or courier is responsible for the goods until they are delivered to you. If a parcel is lost or cannot be delivered, you can choose a replacement, where it is available, or a full refund, including the delivery charge for the lost parcel.

12. Wholesale and bulky goods#

Wholesale orders, heavy goods and bulky goods may have special delivery terms, such as delivery by weight, a minimum order, packing in cartons, a delivery date agreed with the seller, or payment in advance. These terms are shown on the Listing and at checkout, and they apply to that order.

13. Goods that cannot be shipped#

We do not deliver items that are prohibited under section 10 of our Terms & Conditions. Some goods, such as perishable food, medicines, fragile items or items that need a licence, may be delivered only by sellers who are allowed to sell them, and only in the way the law allows. We may refuse or cancel a delivery that would break the law or put people at risk.

14. Contact us#

For questions about delivery, or to report a problem with an order, please use support@tnt024.com or our Contact us page and include your order number.

THE NEST, managed by AH
Lahore, Punjab, Pakistan

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