Clean water should not wait in a warehouse. We dispatch most orders within one to two working days and deliver free of charge to almost every city and town in Pakistan. This page explains how delivery works, how long it usually takes, and what to do if something goes wrong.
1. Free delivery across Pakistan
Standard household orders — including Water Ka Doctor and the Family Kit — are delivered free of charge anywhere in Pakistan served by our courier partners. There is no minimum order value. If an address is in a remote area where couriers charge a special surcharge, we will tell you before dispatch; you can then choose to proceed, collect from a nearby courier office, or cancel at no cost.
Large or heavy consignments — such as Community Filter Stations and Emergency Relief Packs — are quoted individually, including freight (see section 8).
2. Order confirmation
After you place an order, our team calls or sends a WhatsApp message from 0304-1110227 to confirm your name, full address, nearest landmark and phone number. This step prevents failed deliveries and fake orders. Please answer or reply promptly — orders we cannot confirm within 3 working days may be cancelled.
3. Dispatch times
- Orders confirmed before 2pm, Monday–Saturday are normally dispatched within 1 working day.
- Orders confirmed after 2pm, on Sundays or on public holidays are dispatched within 2 working days.
- During sales, Ramadan, Eid or national emergencies, dispatch may take up to 3 working days. We will let you know.
- Bank-transfer and mobile-wallet orders are dispatched once payment reflects in our account.
4. Estimated delivery times
Delivery times are counted in working days from dispatch and are estimates provided by our couriers:
| Destination | Examples | Estimated delivery |
|---|---|---|
| Karachi (same city as our office) | All Karachi areas | 1–2 working days |
| Tier 1 major cities | Lahore, Islamabad, Rawalpindi, Faisalabad, Hyderabad, Multan, Peshawar | 2–3 working days |
| Tier 2 cities | Sialkot, Gujranwala, Quetta, Sukkur, Bahawalpur, Sargodha, Abbottabad, Larkana | 3–4 working days |
| Tier 3 towns and rural areas | Tehsil towns, villages served by courier network (e.g. Haroonabad, Tharparkar towns) | 4–6 working days |
| Remote and northern areas | Gilgit-Baltistan, Chitral, AJK, interior Balochistan | 5–8 working days |
Floods, heavy snow, road closures, strikes and security situations can delay deliveries. We are not responsible for courier delays beyond our control, but we will always follow up on your behalf.
5. Couriers we use
We work with established Pakistani courier and logistics companies — for example TCS, Leopards Courier, M&P, Trax or PostEx — choosing the most reliable option for your city. You cannot choose a specific courier for free delivery, but if you have a preference, mention it in the order notes and we will try to accommodate it.
6. Cash on Delivery (COD)
- COD is available across most of Pakistan. Pay the courier in cash when your parcel arrives; please keep the exact amount ready.
- Couriers generally do not allow parcels to be opened before payment. If the outer packaging is visibly damaged, you may refuse the parcel and contact us immediately.
- Refusing a COD parcel without reason costs us two-way courier charges. Customers with repeated refusals may be asked to pay in advance for future orders.
7. Tracking your order
Once your parcel is dispatched, we send the courier name and tracking number by SMS, WhatsApp or email. You can track on the courier’s website or simply message us your order number on WhatsApp and we will check for you. If tracking has not updated for 3 working days, contact us.
8. Bulk, NGO, school and relief shipments
For schools, mosques, factories, NGOs and disaster-relief organisations we arrange shipments by cargo or goods transport. We will agree:
- the delivery point (warehouse, school or project site) and the person receiving the goods;
- freight cost and who pays it — often included in the quotation for relief packs;
- delivery time, typically 3–10 working days after advance payment depending on quantity and location;
- whether our team will travel to install community filter stations and train caretakers.
In emergencies such as floods we prioritise relief consignments wherever we can. Contact us via the contact page or WhatsApp with the location, number of families and timeline.
9. International delivery
We do not offer international checkout on the website. Overseas Pakistanis can order for delivery to family in Pakistan and pay by bank transfer. For delivery outside Pakistan — for example humanitarian projects like our 2018 work in Kerala — please contact us. International shipments are quoted case by case and the recipient is responsible for customs duties, taxes and import permits.
10. Damaged, missing or wrong items
- Inspect your parcel on arrival. If the box is crushed or wet, note this with the courier if possible.
- Report damage, missing items or a wrong product within 48 hours of delivery by WhatsApp or email, with your order number and clear photos of the box, packaging and product.
- We will arrange a free replacement or collection. Please do not discard the packaging until the claim is resolved.
See our Refund & Returns Policy for full details.
11. Incorrect address and failed delivery
Please double-check your address and phone number. If a parcel is returned because the address was incomplete or nobody could be reached after the courier’s attempts, we will contact you to re-arrange delivery. A re-delivery fee equal to the courier’s charge may apply. Address changes after dispatch may not be possible.
12. Service visits
Water-quality testing, installation and care-plan visits are scheduled by appointment and are currently available in Karachi and in other cities subject to technician availability. Remote support by video call is available everywhere.
13. Packaging
Each Water Ka Doctor is packed in its presentation box with the tap adaptor, tubing and backwash syringe, then sealed in a protective outer bag or carton for transit. Community Filter Stations and relief packs are shipped in reinforced cartons labelled with the project name and the receiving contact. We try to keep packaging minimal and recyclable; please reuse or recycle the carton once your purifier is installed.
14. Receiving your parcel on someone else’s behalf
You can order for a parent, relative or school at another address — just put their name and phone number in the shipping details and tell us in the order notes so we can confirm with them directly. Overseas customers ordering for family in Pakistan should give a local phone number that will be answered, because couriers call before delivery.
15. Questions
For any delivery question, call or WhatsApp 0304-1110227 (Mon–Sat, 10am–6pm) or email [email protected].