Shipping policy

Fidelity Pharma Pvt Ltd

Last Updated: 22 September 2026

This Shipping Policy explains how eligible orders placed through Fidelity Pharma's authorized online store are processed, dispatched and delivered.

1. Delivery Coverage

Fidelity Pharma delivers eligible online orders within Pakistan, subject to courier coverage, product availability, regulatory requirements and any product-specific restrictions. Delivery to certain remote or restricted locations may not always be available.

2. Order Processing

Orders are normally reviewed and processed within 1 to 2 business days after placement, subject to successful verification, stock availability and payment confirmation where applicable. Regulated or restricted products may require additional verification before dispatch.

3. Order Verification

Fidelity Pharma may verify an order by telephone, SMS, WhatsApp, email or another reasonable method. Orders may be delayed or cancelled where required verification cannot be completed, information appears inaccurate, payment cannot be confirmed, or a legal or regulatory requirement has not been satisfied.

4. Estimated Delivery Time

After dispatch, standard domestic delivery is generally expected within approximately 2 to 5 business days, depending on destination and courier operations. Delivery timeframes are estimates only and are not guaranteed.

5. Shipping Charges

Applicable shipping charges, if any, will normally be displayed at checkout before the customer confirms the order. Fidelity Pharma may offer free or discounted shipping promotions from time to time. Promotional thresholds and charges may change without affecting orders already confirmed.

6. Cash on Delivery

Cash on Delivery (COD) may be available for eligible orders and locations. Fidelity Pharma may impose reasonable COD limits based on order value, delivery area, prior failed deliveries, fraud prevention or operational requirements. Courier procedures may require payment before a parcel can be opened.

7. Prepaid Orders

Where online payment is available, payment may be processed by a third-party provider. Dispatch may be held until the transaction is successfully confirmed.

8. Tracking

Where tracking is available, Fidelity Pharma may provide a tracking number or tracking link through SMS, WhatsApp, email or the customer account. Tracking events are supplied by third-party courier systems and may not always update in real time.

9. Delivery Information

Customers are responsible for providing an accurate recipient name, telephone number, city, complete delivery address and any relevant delivery instructions. Fidelity Pharma is not responsible for delays or failed deliveries caused by materially inaccurate or incomplete information supplied by the customer.

10. Address Changes

Address-change requests should be made before dispatch. Once an order has been handed to the courier, an address change may not be possible and may cause delay or additional courier charges.

11. Delivery Attempts and Failed Delivery

Courier partners may make one or more delivery attempts. If delivery fails because the recipient is unavailable, the address is incorrect, the customer refuses a correctly supplied parcel, or the customer cannot be contacted, the order may be returned to Fidelity Pharma. Re-delivery charges may apply.

12. Inspection on Delivery

Customers should inspect the external parcel condition at delivery where reasonably possible. A parcel that appears materially opened, tampered with, leaking, crushed or otherwise compromised should be documented and reported promptly. Where courier procedures permit, a visibly compromised parcel may be refused.

13. Damaged, Defective or Incorrect Items

If an order arrives damaged, defective, tampered with or materially different from the confirmed order, contact Fidelity Pharma within 48 hours of delivery and retain the product, shipping packaging and original product packaging until the claim is resolved.

14. Missing Items

If an item is missing from a delivered order, contact Fidelity Pharma promptly with the order number and details of the missing item. We may review packing, dispatch and courier records before confirming the appropriate resolution.

15. Storage After Delivery

After successful delivery, the customer is responsible for storing products according to the label, carton, package insert or other official product instructions. Products should be protected from inappropriate heat, moisture, sunlight, freezing or other adverse conditions as applicable.

16. Temperature-Sensitive and Special-Handling Products

Certain products may require special transport, restricted delivery zones or specific storage conditions. Fidelity Pharma may decline, delay or specially arrange delivery where safe transport or product integrity cannot reasonably be ensured.

17. Regulated or Restricted Products

Where a product is subject to age, quantity or other legal or regulatory controls, Fidelity Pharma may request additional information or documentation and may refuse or cancel fulfilment where applicable requirements are not satisfied.

18. Out-of-Stock Products

If an item becomes unavailable after an order is placed, Fidelity Pharma may contact the customer to offer a suitable resolution, which may include waiting for restock, removing the unavailable item, offering an alternative with customer agreement, or issuing an applicable refund.

19. Partial Shipments

Where operationally appropriate, Fidelity Pharma may split an order into more than one shipment. Separate tracking details may be issued. If Fidelity Pharma chooses to split an order, no extra shipping charges will be added.

20. Cancellation Before Dispatch

Customers should contact Fidelity Pharma as soon as possible if they wish to cancel an order. If the order has not yet been dispatched, Fidelity Pharma will normally attempt to cancel it. Once dispatched, the Return and Refund Policy may apply.

21. Lost Shipments

If a shipment appears to be lost, Fidelity Pharma may investigate with the courier. Depending on the outcome, Fidelity Pharma may re-dispatch eligible goods, issue an appropriate refund or provide another reasonable resolution.

22. Delays and Force Majeure

Remote areas, public holidays, sale periods, adverse weather, road conditions, security issues, public-health emergencies, government restrictions, transport disruption, telecommunications failure, major infrastructure failure, courier shutdown or other events beyond reasonable control may result in delay.

23. Product Recalls

If a product is subject to a safety or quality recall, the specific recall instructions issued by Fidelity Pharma or the relevant authority will take precedence over ordinary shipping, return and refund procedures.

24. Contact

For delivery assistance, please keep your order number available and contact:

Email: info@fidelitypharma.com.pk

Phone / WhatsApp: +92 318 5054095

Business Address: Plot No. 38/B, Survey No. 14, Deh Kharkharo, River Road, Murad Memon Goth, Gadap Town, Karachi 75040, Pakistan

Website: fidelitypharma.com.pk