Frequently Asked Questions

What is Faisalabad Grocery?

Faisalabad Grocery is Faisalabad's premier online grocery delivery service. We offer over 5,000 products including fresh fruits, vegetables, dairy, bakery items, meat, rice, spices, beverages, snacks, personal care products, and household essentials — all delivered to your doorstep within 2-3 hours.

Do I need to create an account to order?

No, you can place orders as a guest without creating an account. However, creating a free account gives you additional benefits including order tracking, saved delivery addresses, order history, wishlist, and exclusive member-only deals. Creating an account is quick and easy — just sign up with your name, email, and phone number.

What areas do you deliver to in Faisalabad?

We deliver to all major areas of Faisalabad including:

• Ghulam Muhammad Abad
• Madina Town
• Peoples Colony
• Satellite Town
• D Ground
• Jinnah Colony
• Civil Lines
• Samanabad
• Susan Road
• Millat Town
• Abdullahpur

We are continuously expanding our delivery coverage. If your area is not listed, please contact us to check availability.

What are your business hours?

We are open 7 days a week from 9:00 AM to 9:00 PM. You can browse and place orders on our website 24/7, but deliveries are made during our operating hours. Orders placed after 9:00 PM will be processed and delivered the next morning.

How long does delivery take?

We offer same-day delivery with most orders arriving within 2-3 hours of placement. Delivery times may vary based on order volume, weather conditions, and your location. Orders placed before 6:00 PM are typically delivered the same day. Orders placed after 6:00 PM may be delivered the next morning.

Is there free delivery?

Yes! We offer free delivery on all orders above the free delivery threshold (currently Rs.1,500). For orders below this amount, a flat delivery fee of Rs.99 applies (fees may vary by delivery zone). The delivery fee will be clearly displayed during checkout before you confirm your order.

What is the minimum order amount?

The minimum order amount is currently Rs.200. This helps us maintain efficient delivery operations and keep prices low for all customers.

Can I schedule a delivery for a specific time?

Currently, we offer same-day delivery with the fastest possible delivery time. While you cannot select a specific delivery slot at checkout, you can add delivery instructions or preferred timing in the "Notes" field during checkout, and our team will try to accommodate your preference.

How do I track my order?

Once your order is placed, you will receive an order confirmation via SMS and/or email. You can log into your account and visit the "My Orders" section to track your order status in real-time. Our order statuses include: Pending, Confirmed, Processing, Packed, Out for Delivery, and Delivered.

Can I modify or cancel my order after placing it?

You can request to modify or cancel your order within 30 minutes of placement by contacting our customer service via WhatsApp or phone. Once the order has been confirmed and processing has begun, modifications may not be possible. We will do our best to accommodate your request.

What payment methods do you accept?

We accept multiple payment methods for your convenience:

• Cash on Delivery (COD): Pay the delivery rider in cash when your order arrives.
• JazzCash: Pay via your JazzCash mobile wallet.
• EasyPaisa: Pay via your EasyPaisa mobile wallet.
• Bank Transfer: Transfer payment to our designated bank account.
• Credit/Debit Cards: Visa, Mastercard, and other supported cards.

Is it safe to pay online?

Absolutely! We use industry-standard SSL encryption to protect your data. Card payments are processed through PCI-DSS compliant third-party payment processors, and we never store your full card details on our servers.

Do you offer coupons or discount codes?

Yes! We regularly offer promotional coupons and discount codes. You can find current offers on our homepage, social media pages, or through our newsletter. Apply coupon codes at checkout to receive instant discounts. Check our "Today's Deals" section for the latest promotions.

Are the products fresh and genuine?

Yes, absolutely. We source products directly from local farmers, authorized distributors, and brand partners. Every product is carefully inspected before dispatch. We stock only genuine products from trusted Pakistani and international brands. If you ever receive a product that doesn't meet our quality standards, we offer hassle-free returns within 24 hours.

Do product prices include tax?

Yes, all prices displayed on our website include applicable taxes. The price you see is the price you pay (plus delivery fee if applicable).

What if a product is out of stock?

If a product you ordered goes out of stock before your order is processed, our team will contact you via phone or WhatsApp to offer alternatives or adjust your order. You can choose to replace the item with a similar product, remove it from your order, or cancel the entire order for a full refund.

Can I return products?

Yes! We have a hassle-free return policy. If you receive any damaged, expired, incorrect, or defective product, simply contact us within 24 hours of delivery. Our delivery rider will pick up the item from your doorstep, and we will process a refund or send a replacement at no extra cost. Visit our Return & Refund Policy page for full details.

How long do refunds take?

Refund processing times depend on your payment method: Cash on Delivery orders (wallet credit or cash at pickup, 24-48 hours), JazzCash/EasyPaisa (24-48 hours), Bank Transfer/Card (3-5 business days). We process all approved refunds promptly.

Is my account information secure?

Yes, we take security seriously. Your personal information is encrypted using SSL/TLS during transmission. Passwords are hashed using bcrypt. We implement CSRF protection, rate limiting, and regular security audits to protect your data. We never share your personal information with third parties for marketing purposes.

I forgot my password. How do I reset it?

Go to the Login page and click "Forgot Password." Enter your registered email address, and we will send you a password reset link. Follow the instructions in the email to create a new password. If you don't receive the email, check your spam folder or contact us for assistance.

Still have questions?

We are always happy to help! Reach out to us through any of the following channels:

• WhatsApp: +92-300-1234567 (Quick response)
• Phone: +92-300-1234567
• Email: info@faisalabadgrocery.store
• Contact Form: Send us a message