1. SHIPPING & DELIVERY POLICY
1.1 At TORUMART, we offer FREE SHIPPING for all orders worth Rs. 5000 or more. For orders less than this amount, we charge a nominal FLAT RATE shipping fee of Rs. 250.
We provide Cash on Delivery all over Pakistan.
1.2 To ensure a smooth delivery process, ToruMart may require a nominal advance payment (typically 300 PKR) in the following cases:
- Orders with vague or broad shipping addresses
- Deliveries to remote areas or locations outside standard courier service zones
- Customers with a prior order refusal record.
The advance payment will be adjusted against the total order value, with the remaining balance collected as Cash on Delivery (COD).
Important Note: If an order is refused upon delivery, the customer’s account may get flagged, in which case future orders will require partial or full advance payment to proceed.
1.3 To confirm Bulk deal orders of five or more items, a minimum advance payment of 15% to 50% [subject to order total] is required.
2. ORDER STATUS & TRACKING
All orders placed from Monday to Saturday (excluding public holidays) and confirmed before 2pm will be processed and shipped within 24 working hours. This could vary with circumstances such as online order processing delays, courier website failures, payment confirmations, dispatching delays from courier end.
We will contact the customer to confirm their order, however if any customer wants to confirm it quicker, they may after placing their order send an email, WhatsApp message, or SMS stating that they confirm their order number so-and-so. In some cases where we deem it appropriate, we might ask the customer for a partial or full advance to confirm their order.
Deliveries
Regular Deliveries – We provide delivery all over Pakistan with FREE SHIPPING on orders worth Rs. 5000 or more. For orders less than this amount, we charge a nominal FLAT RATE shipping fee of Rs. 250.
Regular Delivery timing is 1 to 5 business days. An email with Tracking Information will be sent to the customer after the order is dispatched. Please check your Spam/Junk/Trash folder if you can’t find it in your Inbox. The customer is responsible for tracking their order and any questions are to be directed towards the concerned courier service, not towards TORUMART.
2.1 Light Parcels (Under 1KG):
By default, all light parcels under 1KG are shipped using our overnight courier service, which is the fastest available option. However, delivery times are subject to courier performance and external factors such as holidays or unforeseen circumstances, which are beyond our control. While we ensure timely dispatch, we cannot guarantee delivery timelines.
2.2 Urgent Deliveries: We use fastest option available i.e. overnight by default as mentioned above and upon customer request, we can mark parcels as “Urgent” and verbally prompt the courier to prioritize delivery, but this does not guarantee expedited delivery.
Heavy Parcels (1KG and Over)
For non-flyer and heavier parcels weighing 1KG or more, we utilize a second-day delivery service, which typically delivers within 2-5 business days. If you require overnight delivery for heavy parcels, an additional fee of 1000 will apply. This fee covers the extra charges imposed by the courier company for overnight heavy parcels. Please note that while we will process your request, any delays in delivery by the courier are beyond our responsibility, as courier services operate independently.
2.3 Self-Collection Option (Islamabad Residents):
If you are a resident of Islamabad and prefer to collect your parcel, you may select the self-collection option during checkout. Our Customer Service Representative (CSR) will contact you within 24 hours to provide updates and coordinate your collection.
We offer two self-collection points:
– F-10/3: A private residence designated for parcel collection.
– B-17: Our operational warehouse.
Place your order online first and choose “Self-Collection” option at checkout time. Â We will notify you when your order is ready for self collection. You can then come to collect it anytime within office hours.
3. MODE OF PAYMENTS
Please note that we do not offer walk-in customer facilities or display centers at these locations.
3) Alternatively, you can visit us yourself for self-collection. We are based in Islamabad (address will be shared via WhatsApp upon request).
We accept payments via Cash on Delivery, Bank transfers, EasyPaisa, ATM transfers, or any other similar reliable cash transfer methods.
Our Bank details are mentioned when you select “Advance Payment” at checkout.