Shipping policy
At MSquare, we aim to process and deliver every order carefully and efficiently. This Shipping Policy explains our order-processing times, delivery estimates, shipping charges, tracking procedures and customer responsibilities.
By placing an order with MSquare, you agree to the terms stated in this policy.
1. DELIVERY AREA
MSquare currently delivers to serviceable locations throughout Pakistan.
Delivery availability depends on the coverage provided by our courier partners. Some remote, restricted or difficult-to-access locations may not be serviceable or may require additional delivery time and charges.
International shipping is not currently available unless it is specifically offered and displayed during checkout.
2. ORDER PROCESSING TIME
Orders are normally processed within 1–2 working days after confirmation.
Orders placed on Sundays, public holidays or after normal working hours will begin processing on the next working day.
Processing may take longer during sales and promotional campaigns, public holidays, new collection launches, periods of high order volume, payment-verification delays, product quality inspections, or the preparation of customized and specially prepared orders.
An order is not considered ready for shipment until it has been confirmed, verified and approved for dispatch.
3. ORDER CONFIRMATION
Cash-on-delivery orders may be confirmed through telephone, SMS, email or WhatsApp before processing.
Customers must provide their full name, an active phone number, a complete delivery address, city and area, a nearby landmark where necessary, and the correct product, size and variation details.
MSquare may place an order on hold or cancel it if the customer cannot be contacted or the supplied information is incomplete.
4. ESTIMATED DELIVERY TIME
After dispatch, orders for major cities are generally expected to arrive within approximately 3–5 working days. Orders for other cities and towns are generally expected to arrive within approximately 4–7 working days, while deliveries to remote areas may take approximately 5–10 working days.
These estimates begin after the order has been dispatched, not from the date on which the order was placed.
Delivery times are estimates only and cannot be guaranteed. Working days do not include Sundays or public holidays.
5. SHIPPING CHARGES
Shipping charges will be displayed during checkout or communicated before the order is confirmed.
Charges may vary according to the delivery location, parcel weight, product quantity, courier service, order value, cash-on-delivery charges, promotional offers and other applicable factors.
Product prices do not include delivery charges unless free delivery is specifically stated.
MSquare may introduce, change or withdraw free-delivery promotions at any time. The offer displayed when an eligible order is placed will apply to that order.
6. FREE-SHIPPING OFFERS
Where MSquare offers free shipping, the offer may be subject to a minimum order value, selected products or collections, specific delivery areas, a limited promotional period, a maximum parcel weight or other conditions displayed with the offer.
If a return reduces the retained order value below the required free-shipping threshold, the normal delivery charge may be deducted from any approved refund or store credit.
7. ORDER TRACKING
Once an order has been dispatched, tracking information may be provided through SMS, email, WhatsApp, the Shopify order-status page or the courier company’s tracking service.
Tracking information may take several hours to become active after dispatch.
Customers may contact MSquare with their order number if tracking details have not been received or updated.
8. DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate delivery address.
The address should include the house, apartment or shop number, street or road, area or neighbourhood, city, a nearby landmark where necessary, and an active recipient phone number.
MSquare will not be responsible for delays, failed deliveries or additional charges resulting from incorrect or incomplete information supplied by the customer.
9. CHANGING THE DELIVERY ADDRESS
Contact MSquare immediately if you need to change your delivery address.
An address may only be changed before the order has been processed or dispatched.
Once the parcel has been handed to the courier, MSquare cannot guarantee that the address can be changed. Additional delivery charges may apply if the courier accepts a redirection request.
10. COURIER CONTACT
The courier may contact the customer before or during delivery.
Customers should keep their phone switched on, answer calls from unfamiliar courier numbers, ensure that someone is available to receive the parcel, arrange the required cash for a cash-on-delivery order and provide directions where the location is difficult to find.
Failure to respond may delay delivery or cause the parcel to be returned to MSquare.
11. DELIVERY ATTEMPTS
The number of delivery attempts depends on the courier company’s procedures.
If delivery fails because the customer is unavailable, the phone number is unreachable, the address is incomplete or incorrect, the customer refuses the parcel, or access to the location is unavailable, the courier may return the parcel to MSquare.
If the customer requests redelivery, the customer may be required to pay additional shipping charges in advance.
12. CASH-ON-DELIVERY ORDERS
For cash-on-delivery orders, the full amount must be paid to the courier when the parcel is delivered.
Customers should not open or use the product before making payment unless the courier specifically permits parcel inspection.
Payment to the courier completes the delivery transaction but does not prevent the customer from submitting a valid complaint under the MSquare Return and Refund Policy.
Repeated refusal of confirmed cash-on-delivery orders may result in advance payment being required for future orders, cash on delivery being restricted, future orders being cancelled or redelivery charges being applied.
13. PREPAID ORDERS
Orders paid through bank transfer, Easypaisa, JazzCash, card or another electronic payment method will be processed after payment has been successfully verified.
Providing a receipt or screenshot does not by itself confirm that the payment has been received.
Customers should retain their payment record until the order has been delivered and completed.
14. DELAYED ORDERS
Deliveries may be delayed because of circumstances outside MSquare’s direct control, including courier backlogs, severe weather, flooding, road closures, public holidays, political or security conditions, strikes, remote delivery locations, incorrect customer information, high order volume, transportation problems, government restrictions, natural disasters or other force-majeure events.
MSquare will make reasonable efforts to assist with delayed shipments but cannot guarantee a delivery date controlled by an independent courier company.
A courier delay does not automatically make an order eligible for cancellation or refund after dispatch.
15. REMOTE AND UNSERVICEABLE AREAS
Some addresses may be outside the normal service area of our courier partners.
In such cases, MSquare may request an alternative address, arrange delivery to the nearest courier office, apply an additional delivery charge, require advance payment or cancel the order if delivery is not reasonably possible.
Any eligible payment for an order cancelled because the address is unserviceable will be handled according to the MSquare Return and Refund Policy.
16. SPLIT SHIPMENTS
MSquare may occasionally send an order in more than one parcel because of product availability, different fulfilment locations, parcel weight, packaging requirements or courier limitations.
Where an order is divided, the customer may receive separate tracking numbers and deliveries.
MSquare will inform the customer where separate payment or delivery handling is required.
17. PARCEL INSPECTION
Customers should inspect the parcel’s external condition before accepting it.
A parcel should not be accepted if it appears opened, severely damaged, empty, repacked, missing its courier label or visibly tampered with.
Where possible, customers should take clear photographs or record a video before refusing or opening a suspicious parcel.
If the courier does not permit the parcel to be opened before payment, the customer should receive it according to the courier’s procedure and record an unboxing video immediately.
18. DAMAGED, INCORRECT OR INCOMPLETE ORDERS
If a product arrives damaged, defective, incorrect or incomplete, contact MSquare within 48 hours of delivery.
The claim should include the order number, customer name and phone number, a clear explanation of the issue, photographs or an unedited unboxing video, a picture of the product and its tags, a picture of the parcel packaging and a picture of the courier label.
Keep the original product, invoice, packaging and labels until the claim has been resolved.
Verified claims will be handled according to the MSquare Return and Refund Policy.
19. LOST SHIPMENTS
A shipment will only be considered lost after the courier has completed its investigation and confirmed that the parcel cannot be delivered or located.
If a prepaid order is officially confirmed as lost, MSquare may offer a replacement subject to stock availability, store credit or a refund of the eligible amount.
Cash-on-delivery orders that are lost before delivery will not require payment from the customer.
20. DELIVERED STATUS BUT PARCEL NOT RECEIVED
If the tracking information shows “delivered” but the parcel has not been received, the customer should check with family members, reception staff, neighbours or another authorized recipient.
The customer should also confirm that the delivery address provided was correct, contact MSquare and the courier as soon as possible, and provide the order and tracking information.
Claims should be reported promptly because courier companies may impose investigation deadlines.
MSquare will assist with the investigation but cannot approve a replacement or refund until the available delivery information has been reviewed.
21. ORDER CANCELLATION BEFORE DISPATCH
A customer may request cancellation before the order has been processed or dispatched.
A cancellation request is not confirmed until MSquare has approved it.
Customized, specially prepared or advance-payment orders may not be cancellable after preparation has started.
22. ORDER CANCELLATION AFTER DISPATCH
Once an order has been dispatched, it cannot normally be cancelled.
Refusing a dispatched parcel is not the same as an approved cancellation or return.
The original delivery charge, return courier charge or redelivery charge may remain payable where an order is refused without a valid reason.
23. RETURN SHIPPING
Return shipping is governed by the MSquare Return and Refund Policy.
Customers must obtain approval before returning a product.
For returns caused by size selection, personal preference or a change of mind, the customer is normally responsible for the return and replacement shipping charges.
When MSquare verifies that an incorrect, damaged or defective product was delivered because of its error, MSquare will cover the reasonable return and replacement shipping costs.
24. COURIER LIMITATIONS
MSquare uses independent courier companies to deliver orders.
Once a parcel has been dispatched, some parts of the delivery process are controlled by the courier, including route selection, delivery timing, delivery attempts, local service availability and courier tracking updates.
MSquare will assist customers with genuine delivery concerns but is not responsible for courier failures beyond the extent required by applicable law or directly caused by MSquare.
25. CONTACT MSQUARE
For order confirmation, tracking or delivery assistance, contact MSquare through WhatsApp or phone at +92 329 0118810, or email muqadas.msquare@gmail.com.
Please provide your full name, order number and registered phone number when contacting customer care.
26. POLICY UPDATES
MSquare may update this Shipping Policy when its delivery services, courier charges, locations or operational procedures change.
The Shipping Policy displayed when an order is placed will normally apply to that order.
Last updated: 30 June 2026