Shipping policy

Shipping Policy

Tray Store is based in Karachi and delivers orders across Pakistan. Customers living outside Pakistan may also place an order for delivery to family and friends within Pakistan.

Order Confirmation

After your order is received, our team may contact you by phone or WhatsApp to confirm:

  • Product availability
  • Delivery city and complete address
  • Ready-stock or made-to-order status
  • Estimated dispatch time
  • Applicable delivery charges

Please provide an active phone number and accurate delivery details to avoid delays.

Ready-Stock Orders

Ready-stock products are prepared for dispatch after order confirmation. The estimated dispatch and delivery time may vary depending on the product, delivery city and courier service.

Our team will inform you if additional preparation or careful packaging is required for a fragile or oversized product.

Made-to-Order and Custom Products

Made-to-order and customized products begin after the design, colour, size, price and estimated production time have been approved by the customer in writing.

Production time is separate from courier delivery time. Any unavoidable production delay will be communicated to the customer.

Because custom products are prepared according to approved specifications, customers should carefully review all details before confirming the order.

Delivery Within Karachi

Karachi orders may be delivered through our own team, a local rider or a third-party delivery service.

Our team may contact the customer before dispatch to confirm a suitable delivery time. Someone should be available at the provided address to receive and inspect the parcel.

Nationwide Delivery

Orders for Lahore, Islamabad and other cities are sent through an appropriate courier or cargo service depending on the product’s size, weight and fragility.

Estimated delivery times are provided in good faith but may be affected by courier operations, weather, public holidays, road conditions or circumstances outside our control.

Shipping Charges

Shipping charges depend on:

  • Delivery city and area
  • Product size and weight
  • Fragile or oversized packaging requirements
  • Courier or cargo service used

The applicable shipping charge will be displayed at checkout or confirmed by our team before dispatch. Additional charges will not be added after confirmation without informing the customer.

If an order contains multiple or oversized products, our team may provide a combined delivery quotation.

Receiving and Inspecting Your Order

Please inspect the outer packaging when receiving your order. For fragile or high-value products, we recommend recording a short unboxing video from before the parcel is opened until the product has been fully inspected.

If the parcel appears badly damaged, please mention it to the rider or courier before accepting it whenever possible.

Damaged or Incorrect Products

If your product arrives damaged, defective or different from what you ordered, contact Tray Store within 24 hours of delivery and share:

  • Order number
  • Clear photographs of the product
  • Photographs of the packaging
  • Unboxing video, where available

Please keep the product and all original packaging until our team has reviewed the matter. Verified damage or fulfilment mistakes will be handled according to our Refund and Exchange Policy.

Damage reported after the product has been used, installed, altered or discarded may be difficult to verify.

Unsuccessful Delivery

A delivery may be unsuccessful if:

  • The address or phone number is incorrect
  • The customer is unavailable
  • The customer refuses a confirmed order without an eligible reason
  • The courier cannot access the delivery location

If the courier charges for another delivery attempt or for returning the parcel, those charges may be payable by the customer.

Address Changes

Please request an address change before the order is dispatched. Once an order has entered the courier network, an address change may not be possible and may result in an additional charge or delay.

Need Assistance?

For questions about product availability, dispatch time or shipping charges, contact us before placing your order:

WhatsApp: 0323 2293637
Email: thetraystore@gmail.com