Shipping Policy

Last updated: 31 August 2026

At S.M Retail Store, we are pleased to offer free standard shipping on every order across Pakistan. There is no minimum order value required for standard delivery.

1. Delivery coverage

We deliver to courier-serviceable locations throughout Pakistan.

If our courier cannot deliver to your location, we will contact you. Any advance payment received for an order that cannot be delivered will be refunded.

International shipping is not currently available unless confirmed separately by S.M Retail Store.

2. Free shipping

Standard delivery is completely free on every order placed through S.M Retail Store.

Customers will not be charged a standard delivery fee, regardless of the value of their order.

Free standard shipping does not cover:

• Return shipping for change-of-mind returns.

• Re-dispatching a parcel returned because of an incorrect address, unavailable recipient or unjustified refusal.

• Optional express or special delivery services, if offered.

Any exceptional charge will be clearly communicated and approved before it is applied.

3. Order verification

Cash on Delivery orders may be confirmed through telephone, WhatsApp, SMS or email before dispatch.

Please provide:

• The correct recipient name.

• A complete delivery address.

• A working telephone number.

• Any necessary landmark or delivery instructions.

An order may be cancelled if we cannot verify the customer or delivery information after reasonable attempts.

4. Processing time

Orders are normally verified, packed and dispatched within 1–2 business days.

Orders placed during public holidays, Sundays, major promotions or periods of unusually high demand may require additional processing time.

Processing time is separate from courier delivery time.

5. Estimated delivery time

After dispatch, delivery normally takes approximately 2–5 business days for most courier-serviceable locations in Pakistan.

The estimated total time from order placement to delivery is generally 3–7 business days.

Remote locations, public holidays, severe weather, security restrictions, courier congestion and circumstances outside our reasonable control may cause additional delays.

Delivery timeframes are estimates and are not guaranteed.

6. Order tracking

Where tracking is available, the tracking number may be sent through SMS, WhatsApp or email after dispatch.

Tracking information may take some time to appear after the courier receives the parcel.

If tracking has not updated for several business days, contact us with your order number so we can request an update.

7. Address changes

Please confirm that your address and telephone number are correct before submitting an order.

Address changes may be requested before dispatch. Once a parcel has been handed to the courier, changing its destination may not be possible.

S.M Retail Store is not responsible for delays or failed delivery caused by incorrect or incomplete information provided by the customer, except where responsibility cannot legally be excluded.

8. Delivery attempts

The courier may telephone the recipient before or during delivery. Customers should keep their telephone available and ensure that someone can receive the parcel.

A parcel may be returned if:

• The recipient repeatedly remains unavailable.

• The telephone number is incorrect or unanswered.

• The delivery address is incomplete or inaccessible.

• A confirmed order is refused without a valid reason.

Although the original standard delivery is free, re-dispatching a returned parcel may require advance payment of the actual additional courier cost. This charge will be disclosed before re-dispatch.

9. Cash on Delivery and payment safety

If you select Cash on Delivery, pay the courier rider only in cash when the parcel is delivered.

For your security:

• Do not transfer money to a courier rider through a bank account, JazzCash, Easypaisa, Raast, QR code or any other digital-payment method.

• Do not send money to a rider’s personal account or telephone number.

• Courier riders are not authorized to change the order amount or provide S.M Retail Store’s payment details.

• A transfer made to a courier rider or an unverified account may not be recognized as payment to S.M Retail Store.

If you prefer to pay digitally, contact S.M Retail Store before dispatch and make an advance payment only through the official payment details provided and confirmed directly by us.

If a courier rider asks you to transfer money instead of paying cash, do not make the payment. Contact S.M Retail Store immediately for verification.

Courier riders cannot approve discounts, exchanges, returns or refunds on behalf of S.M Retail Store.

10. Damaged or tampered parcels

Please inspect the external packaging when your order arrives.

If the parcel appears damaged, opened or tampered with:

• Take clear photographs before opening it.

• Keep the packaging and courier label.

• Contact us as soon as possible.

A damaged, defective, incorrect or incomplete product should be reported within 48 hours of delivery with the order number and clear photographs. An unboxing video is helpful when available but is not the only evidence we consider.

Eligible claims will be handled according to our Return, Exchange and Refund Policy.

11. Delayed deliveries

Delivery may be delayed by weather, public holidays, road closures, political or security restrictions, courier backlogs, remote-area limitations or other events outside our reasonable control.

If we become aware of a significant delay, we will make reasonable efforts to update the customer and obtain information from the courier.

12. Lost parcels

If a courier confirms that a prepaid parcel was lost before successful delivery, S.M Retail Store will offer:

• A replacement, subject to availability; or

• A full refund of the amount paid for the affected order.

Cash on Delivery orders that are lost before delivery will not require payment.

13. Partial shipments

An order containing multiple products may occasionally arrive in separate parcels because of packaging or fulfilment requirements.

Where reasonably possible, we will inform the customer if an order has been divided into multiple shipments. There will be no additional standard shipping fee.

14. Order cancellation

You may request cancellation before your order has been dispatched.

Once the parcel has been dispatched, cancellation may no longer be possible. After delivery, eligible products may be returned according to our Return, Exchange and Refund Policy.

15. Returns

Returns and exchanges are governed by our Return, Exchange and Refund Policy:

/policies/refund-policy

Please obtain return approval and the correct return instructions before sending a product back.

16. Contact us

For shipping, tracking or delivery assistance:

S.M Retail Store
Email: thesmretailstore@gmail.com
WhatsApp/Phone: 0327 7711119
Location: Lahore, Punjab, Pakistan

Please include your order number when contacting us.

17. Applicable rights

Nothing in this Shipping Policy excludes or limits any consumer right or remedy that cannot legally be excluded under applicable law.