Shipping policy

Orange Metro – Shipping & Delivery Policy

At Orange Metro, we understand that receiving your order safely, quickly, and reliably is an important part of your shopping experience. Our goal is to make every delivery simple, transparent, and convenient—from the moment you place your order until your package arrives at your doorstep.

This Shipping & Delivery Policy explains how Orange Metro processes, ships, tracks, and delivers customer orders.

1. Our Delivery Promise

Orange Metro is committed to providing a reliable and convenient delivery experience. We work with trusted logistics and courier partners to deliver orders safely and efficiently.

Our delivery process is designed around four principles:

Fast Delivery • Safe Packaging • Reliable Tracking • Customer Support

Delivery times may vary depending on the destination, product availability, courier service, weather, public holidays, security conditions, and other circumstances beyond our reasonable control.

2. Order Processing

After you place an order, Orange Metro will process and verify the order before dispatch.

Orders are normally processed within:

1–2 business days

During promotional campaigns, seasonal sales, public holidays, or periods of unusually high order volume, processing may take longer.

Customers will receive an order confirmation after successful placement of an order.

Where applicable, Orange Metro may contact the customer to verify the order details, delivery address, or Cash-on-Delivery order before dispatch.

3. Estimated Delivery Times

Our estimated delivery time after dispatch is generally:

Delivery Area Estimated Delivery
Major Cities 2–4 business days
Other Urban Areas 3–6 business days
Remote Areas 5–8 business days

These are estimated delivery times, not guaranteed delivery dates.

Delivery may take longer during public holidays, extreme weather, courier disruptions, peak shopping periods, sales campaigns, or circumstances outside Orange Metro's control.

4. Delivery Areas

Orange Metro currently aims to provide delivery services across Pakistan through available courier and logistics partners.

Delivery availability may depend on the serviceability of the customer's address.

Some remote or restricted areas may require additional delivery time or may not be serviceable by certain courier partners.

If an address cannot be serviced, Orange Metro Customer Support will contact the customer where possible to discuss available options.

5. Shipping Charges

Shipping charges will be displayed during checkout before the customer confirms the order.

Shipping fees may vary depending on:

  • Delivery location.

  • Order weight or dimensions.

  • Number of items.

  • Delivery service selected.

  • Promotional offers.

  • Special delivery requirements.

Orange Metro may periodically offer Free Shipping promotions for qualifying orders.

Any free-shipping conditions will be clearly communicated during the applicable promotion.

6. Cash on Delivery

Where Cash on Delivery (COD) is available, customers may pay the applicable order amount to the courier at the time of delivery.

Customers should ensure that:

  • The delivery address is accurate.

  • The recipient is available to receive the package.

  • The recipient has the required payment amount available.

  • The customer's phone number is active and reachable.

For high-value or unusual orders, Orange Metro may contact the customer for additional order verification before dispatch.

7. Order Tracking

Where tracking is available, customers may receive a tracking number or tracking information after the order has been dispatched.

Customers can use the tracking information to monitor the status of their shipment.

Tracking updates may take some time to appear after the courier receives the package.

If tracking information does not update for an extended period, customers may contact Orange Metro Customer Support for assistance.

8. Accurate Delivery Information

Customers are responsible for providing accurate delivery information, including:

  • Full name.

  • Complete delivery address.

  • City.

  • Area/locality.

  • Active phone number.

  • Email address where applicable.

Orange Metro is not responsible for delays or failed deliveries caused by incorrect, incomplete, or outdated information supplied by the customer, subject to applicable law.

Before completing checkout, customers should carefully review their delivery information.

9. Address Changes

Customers should contact Orange Metro as soon as possible if they need to change their delivery address.

An address change may only be possible if the order has not yet been dispatched.

Once an order has been handed over to the courier, changing the delivery address may not be possible or may result in additional charges or delays.

10. Delivery Attempts

The courier may make one or more delivery attempts depending on its operational procedures.

Customers should remain available at the provided address or ensure that an authorized person is available to receive the order.

If the customer cannot be reached, the address is inaccessible, or delivery cannot be completed, the courier may return the package to Orange Metro.

11. Failed or Returned Deliveries

An order may be returned to Orange Metro if:

  • The customer refuses delivery.

  • The customer cannot be contacted.

  • The delivery address is incorrect or incomplete.

  • The recipient is repeatedly unavailable.

  • The delivery area is inaccessible.

  • The courier cannot complete delivery for operational reasons.

If an order is returned because of a customer-related issue, additional shipping or re-delivery charges may apply where permitted.

Orange Metro Customer Support will determine the appropriate resolution based on the circumstances.

12. Delayed Deliveries

Although we work to meet our estimated delivery times, delays can occasionally occur.

Potential causes include:

  • Severe weather.

  • Public holidays.

  • Courier operational issues.

  • High order volumes.

  • Promotional campaigns.

  • Transportation disruptions.

  • Security restrictions.

  • Natural disasters.

  • Incorrect delivery information.

  • Events beyond Orange Metro's reasonable control.

If we become aware of a significant delay, we will make reasonable efforts to assist the customer and provide updated information.

13. Damaged Packages

Customers should inspect the external packaging when receiving an order.

If the package appears seriously damaged, opened, or tampered with, customers should:

  1. Take photographs or video of the package.

  2. Record the condition of the package.

  3. Contact Orange Metro Customer Support as soon as possible.

  4. Provide the order number and relevant photographs/videos.

If the product itself is damaged, the matter will be handled according to our Return & Refund Policy.

14. Missing or Incorrect Items

If an order contains a missing or incorrect product, please contact Orange Metro Customer Support promptly.

Customers may be asked to provide:

  • Order number.

  • Photographs of the received products.

  • Photograph of the shipping package.

  • Photograph of the shipping label.

  • Description of the missing or incorrect item.

After verification, Orange Metro may arrange a replacement, refund, store credit, or another appropriate resolution.

15. Multiple Products in One Order

If an order contains multiple products, Orange Metro may ship the products together or in separate packages depending on inventory availability, warehouse location, product characteristics, and logistics requirements.

If items are shipped separately, customers may receive more than one delivery or tracking number.

16. Pre-Order and Out-of-Stock Products

Some products may be offered as pre-order items.

The estimated dispatch or delivery date for a pre-order product will be displayed on the relevant product page whenever possible.

If an order contains both available and pre-order products, Orange Metro may ship them separately depending on the circumstances.

If a product becomes unavailable after an order has been placed, Orange Metro will contact the customer and offer an appropriate solution, which may include an alternative product, store credit, or refund.

17. Promotional and Peak-Season Orders

During major promotions, Eid shopping periods, seasonal sales, special campaigns, or other high-demand periods, order processing and delivery may take longer than normal.

Orange Metro will make reasonable efforts to maintain normal service levels while keeping customers informed where significant delays occur.

18. International Shipping

Unless specifically stated on the Orange Metro website, our standard shipping policy applies to domestic deliveries within Pakistan.

International shipping, if introduced in the future, may have separate:

  • Delivery charges.

  • Processing times.

  • Customs requirements.

  • Taxes and duties.

  • Import restrictions.

  • Return procedures.

International customers will be informed of applicable conditions before completing their purchase.

19. Customs, Duties and Taxes

For international orders, customers may be responsible for customs duties, import taxes, or other charges imposed by the destination country.

Orange Metro cannot guarantee the amount or timing of customs charges because these are determined by the relevant authorities.

20. Delivery to Businesses, Offices and Other Locations

Customers may request delivery to residential addresses, offices, businesses, or other serviceable locations.

When providing an office or business address, customers should include:

  • Company/organization name.

  • Department or floor where relevant.

  • Recipient's full name.

  • Active phone number.

The customer is responsible for ensuring that someone authorized can receive the package.

21. Delivery Confirmation

Delivery may be confirmed through the courier's delivery record, recipient confirmation, signature, OTP, electronic confirmation, or other applicable delivery method.

Once an order has been confirmed as delivered, customers should contact Orange Metro promptly if they believe the package was not received.

22. Shipping Partner Changes

Orange Metro may use different courier and logistics providers depending on destination, availability, cost, service quality, product requirements, and operational considerations.

The selected courier may therefore vary from one order to another.

23. Shipping and Return Relationship

Shipping and return charges are separate matters.

If a product qualifies for return because it is defective, damaged, incorrect, or materially different from the customer's order, Orange Metro will handle applicable shipping costs according to the Orange Metro Return & Refund Policy.

For customer-requested returns, such as change of mind or incorrect size selection, return shipping charges may apply depending on the circumstances and product-specific policy.

24. Customer Support

If you have questions about your delivery, tracking information, delayed shipment, damaged package, or any other shipping issue, please contact Orange Metro Customer Support.

Orange Metro
Online Shopping & Fashion Store

When contacting us about an order, please provide your Order Number so our team can assist you more quickly.

25. Policy Updates

Orange Metro may update this Shipping & Delivery Policy from time to time to reflect changes in our logistics partners, delivery services, business operations, applicable laws, or customer service practices.

The latest version will be published on our website.

Our Delivery Promise

At Orange Metro, every order represents more than a transaction—it represents the trust you have placed in us.

We are committed to providing secure packaging, transparent delivery information, reliable logistics, convenient tracking, and responsive customer support so that your shopping experience remains smooth from checkout to doorstep.

Orange Metro — Shop with Confidence. Delivered with Care.