At The Physio Store, we aim to deliver physiotherapy products, orthopedic braces, walking boots, tapes, supports, and rehabilitation products safely and reliably across Pakistan. This Shipping Policy explains how orders are confirmed, dispatched, delivered, and tracked.
1. Delivery Coverage
The Physio Store delivers to customers across Pakistan through courier and delivery partners. Delivery availability may depend on courier coverage, city, area, product size, payment method, and operational conditions.
For Lahore customers, selected orders may be delivered through local delivery arrangements where available. For orders outside Lahore, we may use courier partners such as PostEx, Leopards, TCS, or other logistics providers depending on service availability, product size, delivery location, and business requirements.
2. Order Confirmation
After you place an order, our team may contact you by phone, WhatsApp, SMS, or email to confirm your order details, address, product selection, size, payment method, and availability.
Orders are dispatched only after confirmation. If we cannot reach the customer, if the address is incomplete, if the product is out of stock, or if the order appears suspicious, dispatch may be delayed or cancelled.
3. Delivery Time
Estimated delivery times are:
- Lahore: Usually 1 to 2 working days after order confirmation, depending on product availability and delivery schedule.
- Major cities in Pakistan: Usually 2 to 5 working days after dispatch.
- Other cities and remote areas: Usually 3 to 7 working days after dispatch, depending on courier coverage and location.
These timelines are estimates and may vary due to courier delays, weather, public holidays, strikes, high order volume, incorrect address, customer unavailability, or other circumstances outside our direct control.
4. Same-Day or Urgent Delivery
Same-day or urgent delivery may be available in Lahore for selected products and locations, subject to stock availability, order timing, and delivery capacity. Urgent delivery is not guaranteed unless confirmed by our team.
Customers needing urgent recovery products should contact us on WhatsApp before placing an order so we can guide them about availability and delivery options.
5. Delivery Charges
Delivery charges may vary depending on product size, city, courier partner, payment method, and order value. Some products, such as walking boots, ROM knee braces, and larger rehabilitation products, may have higher delivery charges due to packaging size or volumetric courier weight.
The final delivery charge will be shown during checkout or confirmed by our team before dispatch.
6. Cash on Delivery Orders
Cash on Delivery may be available for eligible orders and locations. For COD orders, the customer must pay the full order amount to the courier or delivery representative at the time of delivery.
Customers are requested to keep the exact amount ready where possible and ensure that someone is available at the provided address to receive the parcel. Repeated refusal of confirmed COD orders may result in restrictions on future Cash on Delivery purchases.
7. Online Paid Orders
For online paid orders, dispatch will begin after payment confirmation. If a payment is pending, failed, under review, or not verified, the order may not be dispatched until payment is confirmed.
If an online payment is deducted but the order is not confirmed, customers should contact us with the payment screenshot, transaction ID, order details, and phone number so we can verify the payment status.
8. Tracking Information
Once an order is dispatched, tracking details may be shared by SMS, WhatsApp, email, or courier tracking link where available. Customers can use the tracking number to follow the delivery status through the courier partner.
If tracking is not updating, customers may contact us and our team will assist with courier follow-up where possible.
9. Failed Delivery Attempts
Delivery may fail if the customer is unavailable, the phone number is unreachable, the address is incomplete, the customer refuses the parcel, payment is not available for COD, or the courier cannot access the delivery area.
If a delivery attempt fails, the courier may attempt delivery again depending on its policy. If the parcel is returned to us, additional delivery charges may apply for reshipping.
10. Damaged or Incorrect Parcels
Customers should check the parcel condition at the time of delivery. If the parcel appears badly damaged, opened, or tampered with, customers should take photos or videos and contact us immediately.
If the wrong product is delivered, or if an item is missing due to an error from our side, customers should contact us within 24 hours of receiving the order with order details, photos, and parcel information so we can review the issue.
11. Product Packaging
We pack products carefully to reduce the risk of damage during transit. However, large orthopedic products such as walking boots, braces, supports, and rehabilitation devices may be shipped in protective packaging depending on product type and courier requirements.
Some outer packaging may receive minor marks during courier handling, but the product itself should remain unused, safe, and functional.
12. Delivery Delays
Delivery delays may occur due to courier load, holidays, bad weather, city restrictions, strikes, incorrect customer details, payment verification delays, product availability, or operational reasons. We will make reasonable efforts to support the customer, but courier delays outside our control do not automatically qualify for cancellation or compensation after dispatch.
13. Contact for Shipping Support
For shipping, tracking, urgent delivery, delayed parcels, or courier-related issues, customers can contact us at:
The Physio Store
Website: thephysiostore.co
WhatsApp: 0309 6992521
Email: sportsandspine.physiostore@gmail.com
Business Address: Basement of 275, Shapes Fitness Center DHA, Sector G, Phase 5, D.H.A, Lahore, 54000