Shipping & Delivery Policy

At NayaBazar, we are committed to delivering your orders safely, accurately, and without delay. We operate an integrated delivery network comprising our in-house fulfillment fleet and authorized logistics courier partners across the Islamic Republic of Pakistan.

Whether you reside in major metropolitan centers or smaller towns and tehsils, our delivery infrastructure ensures reliable parcel distribution directly to your physical address.

NayaBazar offers two distinct fulfillment models tailored to your location and urgency:

Note: Business days exclude Sundays and gazetted national holidays. Deliveries to remote rural tehsils may occasionally take 1–2 additional days depending on courier route schedules.

For customers located in eligible Express service zones, deliveries are executed within 30 to 60 minutes across three convenient daily operational windows:

When ordering items marked for Express delivery, customers can select their preferred delivery window at checkout. Our local dispatch fleet ensures priority handoff within the chosen timeframe.

To maintain fair, transparent, and sustainable courier logistics, shipping rates on NayaBazar are calculated automatically at checkout based on two primary factors:

• Package Weight & Volumetric Size: Heavier or bulkier parcels incur adjusted logistics charges in line with national courier weight slabs.
• Destination Zone: Regional delivery charges vary between local intracity dispatches and intercity nationwide shipping.

Once your order is placed, our fulfillment system initiates validation immediately:

• Order Verification: First-time or high-value Cash on Delivery orders may receive a quick phone call, SMS, or WhatsApp verification to confirm address accuracy and contact details.
• Typical Dispatch Timeline: Most orders are packed, quality-inspected, and handed over to courier carriers within 3 to 8 hours of verification.
• Express Dispatches: Orders placed for 30–60 minute Express delivery undergo immediate automated fulfillment and dispatch without queue delays.

We understand that plans can change. NayaBazar allows customers to cancel orders easily under the following terms:

• Pre-Shipment Window: You can cancel your order free of charge at any point before the package has been shipped (typically within 3 to 8 hours of order placement).
• How to Cancel: Open your account orders section and select "Cancel Order", or immediately contact our customer support team via phone (+92 300 3251525) or WhatsApp.
• After Dispatch: Once a parcel is handed over to the courier and a tracking number is generated, the order cannot be cancelled in transit and must follow the standard return process upon delivery.

We keep you informed at every milestone of your parcel's journey:

• Automated Notifications: You will receive real-time SMS and WhatsApp updates when your order is confirmed, packed, dispatched, out for delivery, and successfully handed over.
• Live Tracking Link: Once your package is with the courier, a unique consignment tracking number and direct tracking link are sent to your registered mobile number.
• On-Site Tracking: You can also check your current order progress anytime by logging into your NayaBazar account and visiting the order history section.

To ensure safe package handover, please follow these guidelines upon courier arrival:

• Recipient Presence: Ensure you or an authorized family member is available at the provided address to receive the package and provide the payment (if Cash on Delivery).
• Payment for COD Orders: For Cash on Delivery parcels, please keep the exact cash amount ready to facilitate quick handover and avoid delay for delivery personnel.
• Exterior Inspection: Check the outer packaging before signing or paying. If the parcel appears severely crushed, punctured, unsealed, or visibly tampered with, you have the right to refuse acceptance and inform support immediately.
• 7-Day Return Coverage: If you open the parcel and discover a damaged, defective, expired, or incorrect product, you are fully protected under our 7-day return policy for sealed and eligible items.

NayaBazar hosts verified 3rd-party marketplace sellers alongside our direct retail catalog:

• Unified Shipping Standards: All marketplace merchant orders are held to NayaBazar's unified delivery, packaging, and dispatch timelines. Sellers must package items securely to avoid transit damage.
• Multi-Seller Orders: If you purchase items from multiple independent sellers in a single checkout, your items may be shipped in separate packages with distinct tracking numbers for faster arrival.
• Customer Protection: NayaBazar oversees the entire fulfillment cycle and intervenes directly to resolve any seller dispatch delays or delivery disputes.

While we maintain a high on-time delivery success rate, certain situations may impact delivery schedules:

• Multiple Delivery Attempts: If you are unavailable during the first delivery attempt, the courier partner will make up to 2 to 3 re-attempts on subsequent business days.
• Unreachable Contacts: If the delivery agent cannot contact the recipient after repeated attempts, or if the address provided is incomplete, the package will be placed on hold at the local courier hub before returning to our warehouse.
• External Delays: Severe weather conditions, national emergencies, road closures, or public protests may cause unavoidable transit delays. In such cases, our support team will keep you updated via SMS or phone.

Have questions regarding your shipment status, delivery address updates, or courier coordination? Our dedicated logistics support desk is ready to help: