Shipping & Service Policy

1. Service Area

Helpmate currently delivers within a 10 km radius of our Faisalabad headquarters at Kohinoor City. We serve major neighbourhoods including D Ground, Peoples Colony, Susan Road, Jinnah Colony, Madina Town, and surrounding areas. Enter your address at checkout to confirm delivery availability.

2. Delivery Timeframes

Delivery times may vary during peak hours, public holidays, or adverse weather conditions. We will notify you of any significant delays.

3. Delivery Charges

• Orders above Rs. 2,000: Free delivery within our service area.
• Orders below Rs. 2,000: A flat delivery fee of Rs. 150 applies.
• Express Delivery: Additional Rs. 100 surcharge for 30–60 minute delivery.
• Bulk Orders: Delivery charges quoted individually based on volume and distance.

4. Order Processing

Once your order is confirmed and payment is received:

1. You receive an order confirmation via SMS and/or email.
2. Our warehouse team picks and packs your items with care.
3. A delivery rider is assigned and you receive a dispatch notification.
4. Live tracking (where available) allows you to monitor your delivery.
5. Upon arrival, please verify your order before the rider departs.

5. Packaging & Handling

We use eco-friendly bags and insulated packaging for perishable items such as dairy, meat, and frozen goods. Fragile items are packed separately. We take every precaution to ensure your groceries arrive fresh and intact.

6. Delivery Instructions

• Please provide accurate delivery address details including building name, floor, and landmark.
• Ensure someone is available to receive the order at the delivery time.
• If you are unavailable, you may designate an alternate recipient via our support team.
• Orders left unattended due to customer unavailability may incur a re-delivery fee of Rs. 100.

7. Undeliverable Orders

If we are unable to deliver your order due to an incorrect address, customer unavailability, or being outside our service area, the order will be returned to our warehouse. Perishable items may not be re-deliverable. A partial or full refund will be processed in accordance with our Return & Refund Policy.

8. Service Hours

• Delivery Operations: Monday – Saturday, 08:00 AM – 09:00 PM
• Sunday: Limited delivery slots, 10:00 AM – 06:00 PM
• Public Holidays: Delivery may be suspended or limited. Check our website or social media for updates.

9. Vendor & Partner Services

Helpmate also provides a marketplace platform connecting local vendors with customers. Vendor-fulfilled orders may have separate delivery timelines communicated at checkout. Helpmate acts as an intermediary and facilitates dispute resolution between customers and vendors.