Shipping policy

SHIPPING POLICY

THE MIRAGE

1. OVERVIEW

At THE MIRAGE, we are committed to delivering your order quickly and safely. This Shipping Policy outlines how we handle order fulfillment, delivery timelines, shipping costs, and our responsibility for your package during transit.

2. SHIPPING METHODS & CARRIERS

We ship all orders across Pakistan using trusted, professional courier partners, including:

  • TCS (The Courier Service)
  • Leopards Courier
  • Call Courier
  • PostEx
  • Other licensed courier services

We select the best courier based on your location, order size, and delivery urgency. You will be notified via SMS and WhatsApp of which courier company will handle your shipment.

3. SHIPPING AREAS & COVERAGE

We ship to: All major cities and towns across Pakistan, including:

  • Karachi, Lahore, Islamabad, Rawalpindi
  • Peshawar, Quetta, Multan, Faisalabad
  • Hyderabad, Sukkur, and all other cities

Remote Areas: Remote or mountainous areas may require 7-10 business days for delivery. We will notify you if your location falls into this category before processing your order.

International Shipping: Currently, we do not offer international shipping. We ship to Pakistan only.

4. DELIVERY TIMEFRAMES

Standard Delivery (3-5 Business Days)

Processing Time: 1-2 business days after order confirmation

  • This is the time needed to prepare and handover your package to the courier

Transit Time: 2-4 business days after shipment

  • Delivery timeline depends on your location (city, town, or remote area)
  • Urban areas (Karachi, Lahore, Islamabad): 2-3 days
  • Other major cities: 3-4 days
  • Remote areas: 5-7 days

Total Expected Time: 3-5 business days from order confirmation (average case)

What Are "Business Days"?

Business days are Monday through Friday, excluding public holidays in Pakistan. Orders placed on weekends or public holidays will be processed on the next business day.

6. TRACKING YOUR ORDER

How to Track Your Shipment

Once your order is shipped, you will receive:

  • SMS notification with your tracking number
  • WhatsApp message with courier name and tracking link
  • Tracking number format: Provided by your specific courier (e.g., TCS waybill number)

Where to Track

  1. Via WhatsApp: Click the tracking link sent to you
  2. Via SMS: Use the tracking number to check courier website
  3. Contact us: Message us on WhatsApp at +92 3081528192 for tracking help

Real-Time Updates

Your courier will send you SMS updates at key milestones:

  • Package picked up from warehouse
  • Package in transit
  • Out for delivery
  • Delivery attempt
  • Package delivered

7. DELIVERY CONFIRMATION

Proof of Delivery

When your package arrives, the courier delivery agent will:

  • Verify your address and phone number
  • Request your signature (or thumbprint for COD payments)
  • Provide a receipt/proof of delivery
  • Give you your tracking receipt

What You Should Do Upon Receipt

  1. Check the package for any visible damage
  2. Verify the seal — package should be intact and unopened
  3. Accept delivery only if everything appears normal
  4. Keep your receipt for your records

If Damage is Visible

If you notice damage to the package:

  1. DO NOT accept delivery from the courier agent
  2. Contact us immediately via WhatsApp: +92 3081528192
  3. Take photos of the damaged package
  4. We will arrange a replacement or full refund

8. RISK OF LOSS & LIABILITY

Who Bears the Risk?

During Shipping: Once your package is handed to the courier, the risk of loss passes to you. We are not responsible for:

  • Loss of packages in transit
  • Damage caused by courier mishandling
  • Delays caused by courier or external events
  • Weather-related damage
  • Theft during transit

However: If loss or damage occurs due to courier negligence, we will file a claim with the courier on your behalf and work to resolve the issue.

Our Liability

THE MIRAGE's liability is limited to the value of your order. We do not accept liability for:

  • Indirect damages or losses
  • Loss of profits or business
  • Emotional or psychological harm
  • Third-party claims

9. SHIPPING DELAYS

What If My Order Is Late?

Delivery timeframes are estimates, not guarantees. Delays can occur due to:

  • Courier company delays
  • Weather conditions (heavy rain, snow)
  • Road closures or accidents
  • Public holidays or strikes
  • Customs or government clearances
  • Force majeure events (floods, earthquakes, etc.)

If Your Order is Delayed

If your order has not been delivered within 7 business days of shipment:

  1. Contact us: Message on WhatsApp: +92 308 1528192
  2. Provide: Your order number and tracking number
  3. We will: Investigate with the courier and provide updates
  4. Resolution: We will arrange a replacement or refund if the package is lost

10. SPECIAL DELIVERY REQUESTS

Preferred Delivery Times

We cannot guarantee specific delivery times (e.g., "deliver between 2-4 PM"), but you can:

  • Add delivery instructions in the order notes
  • Example: "Please call 10 minutes before delivery"
  • The courier will do their best to accommodate

Delivery to Workplace or Alternative Address

You can provide a different delivery address at checkout:

  • Workplace address
  • Friend's or family member's address
  • Any address within Pakistan

Important: Verify the address carefully before confirming your order.

Message us on WhatsApp immediately after ordering to add special instructions.

11. REPLACEMENT FOR DAMAGED/LOST PACKAGES

If Your Package Arrives Damaged

  1. Do NOT open the package (keep it sealed)
  2. Contact us within 24 hours via WhatsApp: +92 308 1528192
  3. Provide photos of the damage
  4. We will: Send you a replacement at no cost

If Your Package Gets Lost in Transit

  1. Wait 7 business days after shipment
  2. Contact us with your tracking number
  3. We will: File a claim with the courier and send you a replacement
  4. Timeline: Replacement will be sent immediately while claim is processed

Damaged Items in Shipment

If the item arrives damaged but the package was not damaged:

  • This is covered under our 5-day Returns & Refunds Policy
  • You can return it within 5 days for a full refund
  • See our Returns & Refunds Policy for details

12. SHIPPING DURING HOLIDAYS & SPECIAL PERIODS

Eid Holidays

During Eid holidays (Eid-ul-Fitr and Eid-ul-Adha):

  • We may have reduced staff
  • Delivery may take 5-7 business days instead of 3-5 days
  • Couriers may operate with limited schedules

Monsoon Season (July-September)

During monsoon:

  • Delivery may take 4-6 business days due to weather delays
  • We recommend placing orders early
  • Packages are weatherproofed but delays are possible

Peak Shopping Seasons

During peak seasons (Eid, Weddings, Formal events):

  • Order volume increases
  • Delivery may take 5-7 business days
  • We recommend ordering early to ensure timely delivery

13. CASH ON DELIVERY (COD) PAYMENTS

How COD Shipping Works

If you choose Cash on Delivery:

  1. You pay nothing at checkout
  2. You pay the courier agent at delivery
  3. Courier collects payment on behalf of THE MIRAGE
  4. Payment includes: Product price + 4% COD tax + Shipping cost

What Courier Accepts

The courier will accept:

  • Cash (preferred)

Note: Have exact cash ready at delivery to speed up the process.

If You Cannot Pay at Delivery

If you are unable to pay when the courier arrives:

  • Inform the courier immediately
  • Contact us via WhatsApp: +92 308 1528192
  • Arrange alternative payment or reschedule delivery
  • Risk: Package may be returned to warehouse

14. CONTACT US FOR SHIPPING HELP

For any shipping questions or concerns:

WhatsApp: +92 308 1528192
Hours: 9 AM - 9 PM, Daily
Response Time: Within 2 hours

Email:  themiragepk1@gmail.com
For: General inquiries and documentation

What to Include in Your Message:

  • Your order number
  • Tracking number (if you have it)
  • Nature of your concern
  • Photos (if relevant)

15. FREQUENTLY ASKED QUESTIONS

Q: Can I change my delivery address after placing an order?
A: Contact us immediately on WhatsApp. If the order hasn't been picked up yet, we can change it. If it's already with the courier, it may not be possible.

Q: What if I'm not home when the courier arrives?
A: The courier will attempt delivery 2-3 times. After that, the package returns to warehouse. Contact us to reschedule.

Q: Can the courier leave my package with a neighbor?
A: Add this as a special instruction in your order notes. The courier will do their best to accommodate.

Q: Do you ship to PO Boxes?
A: No, we require a physical residential or workplace address for delivery.

Q: Is there expedited/overnight shipping?
A: Currently no. Standard delivery is 3-5 business days. We are working on express options.

Q: What if my package is lost and I really needed it for an event?
A: Contact us immediately on WhatsApp. We will prioritize a replacement and may be able to expedite it.

Q: Why do I have to pay 4% COD tax?
A: This is a standard government tax charged on cash-on-delivery payments in Pakistan. It is mandatory and collected by couriers.

17. POLICY UPDATES

We may update this Shipping Policy at any time to reflect changes in our operations or courier partnerships. Updates will be posted on our website with a revised "Effective Date."

Your continued use of our Services after policy changes constitutes acceptance of the new policy.

THE MIRAGE TEAM
Where Illusion Becomes Reality ✨