Frequently Asked Questions

Browse stores or products, add items to your cart, then tap Checkout. Select your delivery address, choose a payment method, and confirm your order. You will receive a confirmation notification once your order is placed.

Once your order is confirmed, go to the Home screen and tap the active order bar at the bottom. You can see real-time status updates including when your order is being prepared, picked up by the driver, and out for delivery.

You can cancel your order before the store starts preparing it. Go to your Orders screen, select the order, and tap Cancel. Once the store has accepted and started preparing your order, cancellation may not be possible. Contact Live Support for assistance.

If your order is incorrect or has missing items, please contact our Live Support immediately through Profile → Help Center → Contact Support. Keep your order number handy. We will review the issue and arrange a refund or replacement as appropriate.

Delivery time depends on the store location and your delivery address. Estimated delivery time is shown on the order tracking screen. Most orders are delivered within 30–60 minutes. During peak hours, delivery may take slightly longer.

Delivery charges vary by store and your distance from the store. The exact delivery fee is shown on the store page and during checkout before you confirm your order. Some stores offer free delivery on orders above a certain amount.

Once an order is placed, the delivery address cannot be changed. Please make sure to select the correct address before confirming your order. You can manage your saved addresses from Profile → Addresses.

Our driver will attempt to contact you when they arrive. If you are unavailable, the driver may wait for a short time. To avoid issues, please ensure your phone number is correct and you are reachable during the expected delivery window.

We currently accept Cash on Delivery (COD). You can also use your PakPay wallet balance to pay for orders. We are working on adding more payment options including debit and credit cards.

PakPay is your in-app wallet. You can add funds to your wallet and use it to pay for orders quickly without needing cash. Access your wallet from Profile → PakPay. Wallet balance can also be topped up through refunds.

Yes. If you overpaid or your order was cancelled after payment, the refund will be credited to your PakPay wallet within 24–48 hours. You can then use this balance on your next order or request a bank transfer by contacting support.

Download the PakMallz app and tap Sign Up on the login screen. Enter your phone number, verify the OTP, and complete your profile. You can also sign up using your email address.

Go to Profile → tap the settings icon (top right) → Edit Profile. You can update your name, email, and profile details. To change your phone number, please contact Live Support.

On the login screen, tap Forgot Password and enter your registered phone number or email. You will receive an OTP or reset link to create a new password.

To request account deletion, please contact our Live Support through Profile → Help Center → Contact Support. Our team will process your request within 7 business days. Please note that order history and wallet balance will be permanently deleted.

Returns are accepted for items that are damaged, incorrect, or significantly different from what was described. You must raise a return request within 24 hours of receiving your order through Profile → Help Center → Report a Problem.

Refunds are typically processed within 24–48 hours and credited to your PakPay wallet. If you paid via another method, the refund timeline may vary. Contact support if you have not received your refund within 3 business days.

To register your store on PakMallz, download the app and sign up as a Vendor. Complete your store profile including store name, address, and category. Our team will review your application and activate your store within 1–2 business days.

You can message the store through the in-app chat on the Store Detail page. Alternatively, contact our Live Support and we will help connect you with the store.

PakMallz is currently expanding across Pakistan. To check availability in your city, set your delivery address in the app. If no stores are shown, we may not yet be available in your area. Stay tuned for updates!

If you experience a technical issue with the app, go to Profile → Help Center → Report a Problem. Describe the issue in detail and our technical team will look into it promptly.