Shipping policy

Shipping Policy

1. Scope
This Shipping Policy applies to orders placed at ProudGrains.com. By placing an order you agree to the terms below.

2. Shipping area
At present we ship within Pakistan only. If you’d like an international shipment, please contact us at WhatsApp +92 3028098180 and we will advise on options and costs.

3. Processing time
Orders are typically processed within 1–3 business days (business days = Monday–Saturday, excluding public holidays). Orders placed after our daily cutoff (if any) or on weekends/holidays will begin processing the next business day.

4. Delivery estimates
Delivery times vary by destination. Typical estimates after dispatch:

  • Major metro cities (Karachi, Lahore, Islamabad/Rawalpindi, Faisalabad): 2–4 business days

  • Smaller cities/towns and remote areas: 3–7 business days

These are estimates only — actual delivery times depend on courier performance, weather, and other factors outside our control.

5. Shipping charges & free delivery

  • Free delivery is available for orders with a subtotal of PKR 3,000 or more before taxes and after discounts.

  • For orders below PKR 3,000, shipping charges are calculated and displayed at checkout based on package weight and destination.

  • Any additional charges for remote-area delivery or cash-on-delivery (COD) fees will be shown at checkout.

6. Couriers & tracking
We use trusted local courier partners to deliver orders. Once your order ships we will send a shipment confirmation with a tracking number via WhatsApp and/or the email address you provided. Use the tracking link to follow your parcel. If you don’t receive tracking details within 48 hours of dispatch, contact us.

7. Delivery attempts & failed deliveries
Couriers will normally attempt delivery once or twice. If delivery fails and a parcel is returned to us, we will contact you to arrange re-shipment. Re-delivery may incur an additional shipping charge which must be paid before we dispatch again.

8. Address accuracy
Please enter a complete and accurate delivery address (including postal code and any apartment/house/landmark info). Proud Grains is not responsible for delays or non-delivery caused by incorrect addresses provided by customers. If we are charged additional courier fees due to incorrect address details, we will contact you to collect payment before re-shipping.

9. PO Boxes & APO/FPO addresses
Some couriers do not deliver to PO Boxes or APO/FPO addresses. If your chosen courier does not deliver to those addresses we will contact you to arrange an alternative shipping address.

10. Remote area deliveries
Deliveries to very remote or restricted areas may take longer and may incur extra charges. If your shipping address falls into this category we will notify you with an updated estimate and any additional charge.

11. Cash on Delivery (COD)
COD may be available at checkout for eligible addresses. COD orders are subject to a COD handling fee (displayed at checkout). Note: some couriers limit COD for high-value items.

12. Damaged, missing, or lost shipments

  • If your order arrives damaged, please take photos of the packaging and product and report it within 48 hours via WhatsApp +92 3028098180 or our contact form.

  • If your order is missing or shows as delivered but you did not receive it, contact us immediately so we can open an investigation with the courier.

  • For confirmed courier damage or loss, we will offer a replacement or a full refund (including original shipping charges) once the investigation is complete.

13. Order changes & cancellations

  • You may cancel or amend your order before it is shipped. To request a change, contact us as soon as possible via WhatsApp or the contact form.

  • Once an order has been dispatched we cannot cancel it; you can refuse delivery or follow the returns process once you receive the parcel.

14. International shipments & customs
If we begin international shipping, customs duties, taxes, and import fees are the responsibility of the recipient unless otherwise stated. Proud Grains is not responsible for delays caused by customs clearance.

15. Liability
Our liability for any shipping claim is limited to the order value and any shipping charges paid. Proud Grains is not responsible for courier delays beyond our control.

16. Contact us
If you have any questions about shipping, delivery times, or a current order, contact us: