Shipping Policy

OurBazaar connects buyers and sellers across Pakistan. We are not a courier or logistics company — we facilitate delivery between users through integrated courier partners and our Direct Pickup option. Sellers are responsible for handing items to the courier on time and packaging them securely; buyers are responsible for providing an accurate, complete delivery address and being reachable for delivery.

Payment for a prepaid order is held securely by OurBazaar and released to the seller only after the order is delivered and the buyer's 48-hour issue window closes, as described in our Terms of Use. This protects both parties throughout the shipping journey. Cash on Delivery by courier works the same way, one step later — the courier collects your cash and remits it to us, and we hold it for the same 48-hour window before releasing it to the seller. A Cash on Delivery order collected by Direct Pickup is the exception: you pay the seller in person, we never hold that money, and no refund is available from us on it. See Sections 5 and 6.

Depending on the listing, one or more of the following delivery methods is offered:

• Courier Delivery — the seller hands the parcel to one of our integrated courier partners, and it is delivered to the address you provide at checkout. This is the default method for most listings.
• Direct Pickup — for eligible listings, the buyer collects the item in person from the seller's city. See Section 6 for the full terms.

The available method(s) for a listing are shown on the product screen and again at checkout. You select your preferred method before placing the order.

• Sellers must hand the item to the courier within the handling time stated on the listing — typically 1 to 3 business days after the order is confirmed and payment is secured.
• Business days exclude Sundays and public holidays in Pakistan. Orders confirmed late in the day, on weekends, or on a holiday are processed on the next business day.
• If a seller cannot dispatch within the stated handling time, they must update you through in-app chat. Repeated failure to dispatch on time may result in the order being cancelled and fully refunded, and may lead to seller penalties under our Terms of Use.
• You will receive an in-app notification the moment your parcel is dispatched and a tracking number becomes available.

Once a parcel is dispatched, typical courier delivery times within Pakistan are:

• Within the same city: 1–2 business days
• Between major cities (e.g., Karachi, Lahore, Islamabad, Rawalpindi, Faisalabad): 2–4 business days
• Remote areas, smaller towns, and rural locations: 3–7 business days

These are estimates provided by our courier partners, not guarantees. Delivery may take longer due to weather, peak seasons (Eid, sales events), strikes, security situations, incomplete addresses, or other circumstances outside OurBazaar's control. The total time you wait is the handling time plus the courier transit time.

• Shipping charges, where they apply, are calculated at checkout and shown to you before you confirm payment. There are no hidden delivery fees added afterwards.
• Whether the buyer or the seller bears the shipping cost depends on the listing. Some sellers offer free delivery (cost absorbed in the item price); others pass the courier charge on to the buyer. This is always disclosed before purchase.
• Shipping charges are calculated based on parcel weight, dimensions, and the delivery destination as quoted by our courier partners.
• All shipping charges are shown in Pakistani Rupees (PKR) and are inclusive of any applicable taxes.
• For auction wins, any applicable shipping charge is added at checkout, separately from the winning bid and the Buyer’s Premium described in our Terms of Use.
• Cash on Delivery is offered on some listings, where you pay at the moment the item is handed to you. It is available only where the platform allows it, the seller has enabled it on that listing, and your account is not restricted. Where the item is delivered by courier, the cash is remitted to OurBazaar and held for the same 48-hour issue window as a prepaid order, so our Refund Policy applies. Because we cannot return cash into your hand, an approved COD refund is paid as wallet credit or by bank transfer. Where you collect the item yourself by Direct Pickup, you pay the seller in person and that money never passes through us, so no refund is available from us on that order — check the item before you hand over the cash. You can still report the seller and we still act on it. Refusing a COD delivery without good reason is recorded against your account, and a third such refusal disables COD for you. Sections 9.1 and 9.2 of our Terms of Use have the full terms.
• For every other payment method, payment is made securely through the Platform before dispatch and held by us until the issue window closes.

Some listings offer Direct Pickup as an alternative to courier delivery. When you choose this option:

• The seller’s pickup city and a general landmark or suburb are shown on the order tracking screen after payment is confirmed.
• The exact address and pickup time are arranged between buyer and seller through in-app chat. Do not arrange meetups or share addresses outside the chat.
• For prepaid orders, payment is processed securely through the Platform — do not hand cash to the seller. Marking the order as “received” in the app starts the 48-hour issue window, after which payment is released to the seller.
• OurBazaar is not responsible for in-person safety. Meet in public, well-lit locations during daylight hours, bring a friend where possible, and do not carry large amounts of cash.
• The 48-hour issue window begins when you mark the order as received in the app — for prepaid orders. A Cash on Delivery pickup carries no issue window and no refund from us, because the cash passes directly between you and the seller: inspect the item before you pay. You can still raise a dispute, and we still record fault and act on the account responsible.

Direct Pickup is also covered in Section 7 of our Terms of Use, which takes precedence in the event of any conflict.

• Every courier order has a live tracking screen inside the OurBazaar app, accessible from My Orders. It shows the current status — confirmed, dispatched, in transit, out for delivery, and delivered.
• A courier tracking number is shared with you as soon as the seller hands the parcel to the courier, so you can follow its progress.
• You will receive in-app notifications at key milestones, including dispatch and successful delivery.
• If tracking has not updated for an unusually long time, contact the seller through in-app chat first, and escalate to OurBazaar Support if the issue is not resolved.

Sellers are responsible for packaging items so they arrive in the condition described in the listing. We expect sellers to:

• Use sturdy, appropriately sized packaging (boxes, padded mailers, or polybags as suited to the item).
• Protect fragile, delicate, or high-value items with adequate cushioning.
• Ensure clothing, footwear, and accessories are clean, folded, and protected from moisture.
• Seal parcels securely and label them with the correct delivery details provided by the Platform.

Where an item arrives damaged because of insufficient packaging, the seller may be held responsible through the issue-window and dispute process described in our Terms of Use.

• Couriers typically attempt delivery more than once. To avoid failed attempts, please provide a complete, accurate address, keep your phone reachable, and respond promptly to the courier.
• If delivery fails because the address was incorrect or incomplete, or because the buyer was unreachable or repeatedly unavailable, the parcel may be returned to the seller. Any re-delivery cost in such cases may be charged to the buyer.
• If a delivery is significantly delayed beyond the estimated timeframe, contact the seller through in-app chat. If it remains unresolved, escalate to OurBazaar Support, who will coordinate with the courier and the seller.
• Where an item cannot be delivered through no fault of the buyer (e.g., lost in transit, seller never dispatched), you are entitled to a full refund to your original payment method.

If a prepaid parcel arrives damaged, or does not arrive at all, you are protected by the 48-hour issue window described in our Terms of Use:

• Inspect your item promptly on delivery and raise any issue within 48 hours of the order being marked delivered (or received, for Direct Pickup).
• Open the order in My Orders, start a chat with the seller, and share clear photos describing the damage or the missing parcel.
• If you and the seller cannot resolve it within 24 hours, escalate to OurBazaar Support before the 48-hour window closes. Support will mediate and issue a binding decision (refund, partial refund, return, or dismissal), and the payment stays on hold while that happens.
• Approved refunds are credited to your original payment method, typically within 3–5 working days.
• Because payment is held until the issue window closes, funds are not released to the seller while a lost or damaged parcel is being resolved. This applies to Cash on Delivery orders too, since the cash collected on delivery is remitted to us and held the same way.

In addition to the prohibited items listed in our Terms of Use, certain goods cannot be shipped through our courier partners for safety and legal reasons, including:

• Flammable, explosive, corrosive, or otherwise hazardous materials
• Aerosols, pressurised containers, and certain batteries that couriers restrict
• Perishable goods and anything requiring temperature-controlled transport
• Items that exceed the size or weight limits accepted by our courier partners
• Any item that is illegal to transport under Pakistani law or under our Terms of Use

Listings offering such items for courier delivery may be removed. Where an item is legal but not shippable, Direct Pickup may be the only available method.

OurBazaar currently operates within Pakistan only. We do not offer international shipping, and delivery addresses must be located within Pakistan. Both the buyer's delivery address and the seller's dispatch location must be inside Pakistan for an order to be placed. We will announce any future expansion through the app and on ourbazaar.pk.

OurBazaar is a marketplace for pre-loved and curated items, so listings are not subject to general “change of mind” returns. Returns are handled through the dispute and issue-window process in our Terms of Use:

• A return may be approved where an item is significantly not as described, damaged in transit, counterfeit, or the wrong item was sent.
• Where a return is approved, OurBazaar Support will provide return instructions. The item must be returned in the condition in which it was received.
• Where the seller is at fault, the cost of return shipping is generally borne by the seller; OurBazaar may bill the seller for the return-shipping cost and applicable fees.
• Refunds following an approved return are credited to your original payment method, typically within 3–5 working days of the return being completed and confirmed.

We may update this Shipping Policy from time to time as our courier partners, coverage, and services evolve. The “Last updated” date at the top of this page always reflects the current revision. Material changes will be communicated through in-app notification and email where appropriate. Continued use of the Platform after a change takes effect constitutes your acceptance of the updated policy.

For questions about shipping, tracking, a delayed delivery, or a damaged or lost parcel, please reach out to us — or use the in-app chat and “Escalate to Support” option on the relevant order: