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Common Issues
Are all products on upPakistan original and genuine?
Yes, we are committed for offering our customers only 100% genuine and original products. We also take all necessary actions to ensure this. Any seller found to be selling non-genuine products is immediately delisted from upPakistan.
Please send us an email on customer@uppakistan.com if you think a product listed on our website does not fulfill these standards.
How do I place an order?
Once you have found the product you want to buy, just follow the steps below:
- Click on ’Add to cart’, to add this product to your cart
- In the next step, click on ‘Checkout’ button in the top right corner
- You will then need to fill in your contact details and preferred shipping address
- Choose your preferred payment option before clicking the ’Place order’ button
How can I get a refund or replacement for my product?
Step 1: Contact us
- Call us at +92 3045695300 to create your return request, select the product you wish to return on the return form that arrived with your order.
Step 2: Pack your product
- Pack your product according to the return conditions
- Include all tags, accessories or free gifts you received
Step 3: Return your product
- If you requested a pickup, we will contact you to arrange a pickup time
- If you selected a drop-off: Please drop your package at any TCS station and attach the address label included with your package on the box (no shipping charges will apply)
Are there any hidden costs or charges if I order from upPakistan?
There are no hidden costs or charges when you order from upPakistan. All costs are 100% visible at the end of the checkout process.
How can I track my order?
We will send you regular updates about the status of your order via emails and/or SMS. After your order has left our warehouse and is on its way to you, you can also track its status by entering your tracking number on www.uppakistan.com/track/.
Product & Prices
Are all products on upPakistan original and genuine?
Yes, we are committed for offering our customers only 100% genuine and original products. We also take all necessary actions to ensure this. Any seller found to be selling non-genuine products is immediately delisted from upPakistan.
Please send us an email on customer@uppakistan.com if you think a product listed on our website does not fulfill these standards.
Are all products on upPakistan new and unused?
Yes, upPakistan only offers 100% new and unused products. The only exception is for refurbished laptops for which we ensure the best quality grade and full warranty from the vendor.
Please send us an email on customer@uppakistan.com if you think a product listed on our website that does not meet these criteria.
Where can I find more detailed information about a product?
Information regarding your product are described at the top of the product page. More detailed information can be found on the ‘Description’ and/or ‘Specifications’ tabs on the product pages.
Are there any hidden costs or charges if I order from upPakistan?
There are no hidden costs or charges when you order from upPakistan. All costs are 100% visible at the end of the checkout process.
Are the prices on upPakistan negotiable?
Prices on upPakistan are not negotiable. upPakistan has numberof sellers which offer you the best prices and deals.
Why do I see different prices for the same product?
Some of our products are offered by different sellers. That allows you to chose your prefered offer.
How do I know if a product comes with free installation?
Free installation is offered for selected products only. Be sure to check the product description of products to get more details about installation.
How do I know if a product comes with warranty?
If a warranty is offered on a product, the warranty period will be displayed on the product page, to the right of the product image.
If a product is sold by multiple vendors, the warranty period offered by each vendor will be displayed to the right of Seller name, in the ‘more information’ box below the product image.
I lost my warranty card. How can I claim warranty?
Even if you’ve lost your warranty card, you can still claim warranty by presenting your upPakistan invoice.
Where should I go for my warranty claim?
Please refer to the manufacturer (or service center) details on the warranty card included with your product (if applicable).
If there is no warranty card, please check the user manual, product packaging or our Brand Contact List for more details.
Order
Do I need an account to shop on upPakistan?
Having a upPakistan account helps us to make your shopping experience fast, secure and convenient. You can create your own upPakistan account or simply use your Facebook login. Click here to create your account now
How can I track my order?
We will send you regular updates about the status of your order via emails and SMS. After your order has left our warehouse and is on its way to you, you can also track its status by entering your tracking number on https://uppakistan.com/track/.
How quickly can I get my order?
We do our best to get your orders delivered by the date listed on the product page. We also offer a premium delivery service for selected brands called TCS. Products are delivered within 24 hours in Lahore, and within 2 to 3 days in Karachi and Islamabad.
Why are my items shipped separately?
Items sourced from different sellers are often shipped separately to make sure that there is no delay in fulfillment of your order. Rest assured that you will get all your items within the delivery period mentioned on the product pages of those items.
What are the shipping charges?
Shipping charges are the costs undertaken by upPakistan and our logistics partners to bring your ordered item to your doorstep. Shipping charges are calculated based on your location and the weight of the product(s) in you order.
How do I cancel my order?
- If your order is not yet on its way to you, you can simply cancel your order by getting in touch with our Customer Support Team. You can reach our team 24/7 under customer@uppakistan.com or you can call us under +92 304 5695300 (9am – 5pm).
- If your order is already on its way to you or if you have already received your order, you may be able to return your product (See our Return policy for detailed information).
My order is delayed. What should I do?
We are sorry that your order is delayed. You can follow its progress by entering your tracking number on www.uppakistan.com/track/. If the status has not changed in a while, please get in touch with our Customer Support Team. You can reach our team 24/7 at customer@uppakistan.com or you can call us under +92 304 5695300 (9am – 5pm).
Why am I having trouble placing products in the cart?
If you are having trouble placing products in your cart, please make sure that you have made all relevant size and color selections. If you still have problems, this may mean that the item you are trying to buy is sold out. Please get in touch with our Customer Support Team. You can reach our team 24/7 under customer@uppakistan.com or under +92 304 5695300 (9am – 5pm).
I haven't received the invoice for my order.
A hard copy of the invoice should always be sent along with your order. If you have not received an invoice, please get in touch with us and we will send you a copy of your invoice. You can reach our team 24/7 under customer@uppakistan.com or you can call us under +92 304 5695300.
My payment was processed successfully but I didn't get any order confirmation. What should I do?
Please get in touch with us so we can look into the matter. You can reach our team 24/7 under customer@uppakistan.com or you can call us under +92 304 5695300
Payment
Do I need to pre-pay for my product when I order it?
Pre-payment is 100% safe and easy. However, upPakistan also offers you the possibility to pay through Cash On Delivery (CoD). With CoD, you can pay in cash to the delivery agent upon receipt of your order.
Note:
- Some Items may not be available for CoD
- The maximum order value for CoD is 100,000 PKR
- Gift cards or vouchers cannot be used to make CoD payments
Are there any hidden charges when I make a purchase on upPakistan?
There are no hidden charges when you make a purchase on upPakistan. The order amount is inclusive of all taxes and shipping fees. In case your order is delivered partially you will be required to pay only for the item that has been delivered to you. The order amount will be mentioned on the parcel and the invoice. Please note that we will never ask you to pay extra cash to the rider.
Note: For International Payment via Credit / Debit card you may be charged a cross border fee by your issuing bank as our payment processor is based outside Pakistan. For information on the exact charges please contact your issuing bank.
Is it safe to pay with credit / debit card?
Fraud detection and prevention are very important to us. We take all steps to ensure that transactions are genuine and that our customers’ details are completely secure.
Can I pay using the upPakistan app or the upPakistan mobile website?
The upPakistan mobile app and mobile website offer all the payment options that the upPakistan website version offers. You can pay without any worries with the preferred option of your choice.
How do I use a giftcard or a voucher?
It’s simple! When you get to the payment stage while checking out simply enter the gift card code in the voucher box.
Does upPakistan offer installment plans?
No. However for the convenience of the customers this option is under consideration.
My order value is more than my voucher amount. What do I do?
If your Gift Card value is less than the order amount, you’ll be asked to select an additional payment method to complete the payment.
Please go to Returns and Refunds section to find out more
Delivery
Does upPakistan deliver across all of Pakistan?
upPakistan delivers all across Pakistan through its logistics partner TCS and others.
How long does it take to receive my product?
Delivery timelines vary depending on your city and your selected product.
How can I track my order?
We will send you regular updates about the status of your order via emails and SMS. After your order has left our warehouse and is on its way to you, you can also track its status by entering your tracking number on https://uppakistan.com/track/.
Can I change my shipping address after I have placed my order?
You can request for your order to be delivered to a different address within the same region or city before your order is shipped.
If you want to change the shipping address to a different region or city, we will have to cancel and replace the original order.
I found the package open and the product seal broken on delivery. What should I do?
You should refuse to accept an open package. If you do accept such a package by mistake or find out it has been tampered with, please get in touch with us immediately.
I missed my delivery. What happens now?
*We’ll attempt to deliver your order again the next working day. We will try to deliver a total of 3** times before cancelling your order.
* **Subjected to rules and policy of our logistics partners.
* **Subjected to rules and policy of our logistics partners.
Will somebody contact me before delivering the package to my location?
Our delivery person will contact you to confirm your exact location in case of delivery failure.
What are the shipping charges?
Shipping charges are the costs undertaken by upPakistan and our logistics partners to bring your ordered item to your doorstep. Shipping charges are calculated based on your location and the weight of the product(s) in you order.
I ordered multiple items but I have received only one item so far. What’s going on?
Items sourced from different sellers are often shipped separately to make sure that there is no delay in fulfilment of your order. Rest assured that you will get all your items within the delivery period mentioned on the product pages of those items.
Can I pick up my item instead of having it delivered?
Orders outside Karachi, Lahore, Islamabad and Rawalpindi can be picked up from Leopards or TCS service centers upon request. You will be notified when your items arrive at the service center so you can come for pick up.
My parcel has been reported missing. What now?
No need to worry. We will help you replace your order at no extra cost.
Login my Account
How can I sign-up as a customer on upPakistan?
- Start by clicking on “Login” and then “Register” in the top right corner of your screen.
- You will then be asked to provide some basic information.
- When you have provided the required information, click submit to finish the sign-up process.
- We will also send you an email to welcome you to upPakistan.
How can I add a new delivery address to my account?
You can only change current Billing or Shipping address. To edit billing or delivery address do the following steps:
- Click on “Login” in the top right corner of your screen (if you are logged in you would see My Account)
- Now click on “ADDRESSES” in the left side of the screen.
- Click on the “Edit” link, enter or modified the details of the new address and click on “Save Address” button.
Can I add multiple email addresses to login to my account?
To make sure that your account is always secure, multiple email addresses cannot be added. However, you can replace your current email address with a new one.
Why do I need to provide my email address to sign up?
Your email address helps us provide timely information to you about your order. It also acts as your username and helps you to login
How can I change the password of my account?
- Click on “Login” in the top right corner of your screen (if you are logged in you would see MY ACCOUNT)
- In the Account Details tab, find out “Password Change” section.
- Enter the required information and click “Save Changes”.
Would my account be deactivated if I don’t use it for a long time?
We miss you when you don’t visit us enough but we never deactivate your account.
upPakistan Sales Campaigns
When can I start shopping?
Special event prices become active at midnight on the announced date. Stay tuned to upPakistan for more details.
Can I buy as many items as I want during special events like Eid Friday and Mobile Week?
Usually there’s no restriction on the quantity of an item you can buy but during special events like Eid Friday and Mobile Week, we might put a restriction on some in demand items so that everybody gets a chance to enjoy our amazing deals.
Will the products I ordered be delivered within the regular timeline during special events like Eid Friday or Mobile Week?
upPakistan makes special arrangements to make sure that all items ordered during special events like Eid Friday and Mobile Week are delivered within the standard delivery timeline as communicated on the product page.
If I place an order during a special event like Eid Friday or Mobile Week but only get it four days later, does the discounted price still apply?
If your order was placed while the special promotional prices were active that’s all you have to pay.
Selling on upPakistan
Why should I sell on upPakistan?
upPakistan is Pakistan’s emerging e-commerce mall. it gives you access to sell and deliver goods to cities and towns all over Pakistan.
How do I register myself as a seller on upPakistan?
If you sell new and genuine products, you can register yourself immediately by visiting www.uppakistan.com/market-place and filling out a brief form. Within shortest possible time, someone from our team will get in touch with you to guide you through the rest of the process.
Who can sell on upPakistan?
If you sell new and genuine products, you can sell on upPakistan. For more information, contact us on sellercenter@uppakistan.com.
What are the charges of Selling on upPakistan?
Listing products on upPakistan is absolutely free! upPakistan does not charge you anything for listing your products online. You only pay a small commission for what you sell. You can get to know the commission charged for your product category by contacting us on sellercenter@uppakistan.com
Privacy & Security
How do I report a listing infringement?
If you think that your Intellectual Property Right has been infringed by any of our sellers, you can send us an email to customer@uppakistan.com
If I have found a security Bug/Vulnerability/Issue what should I do?
We take security very seriously at upPakistan. If you’re a tech guru & you have found an issue which has a real world impact, you can report it to customer@uppakistan.com with these details:
- Steps to reproduce the bug/issue
- Your web browser/mobile browser’s name and version
- Screenshot/screencast (if any)
