Shipping policy
Shipping Policy
Last Updated: September 2026
At Canine Naturals Pakistan, we provide fresh and frozen pet food products. Due to the perishable nature of our products, we use route-based delivery systems and make reasonable efforts to ensure that orders are prepared, packed, dispatched, and delivered appropriately.
1. Delivery Areas
We currently provide delivery services in selected areas of:
- Lahore
- Karachi
- Islamabad
- Rawalpindi
Delivery in each city operates through a route-based delivery system. Delivery days and availability may vary depending on the customer's location and the applicable delivery route.
If a customer's location falls outside our regular delivery coverage, we may arrange delivery through a third-party ride, courier, or other transportation service, subject to availability and applicable charges.
2. Route-Based Delivery
Canine Naturals Pakistan follows designated delivery routes in each city.
Customers may therefore receive their orders according to the scheduled delivery day for their particular area rather than on the same day the order is placed.
Delivery schedules may vary between different areas within the same city.
Route schedules may also be changed or adjusted due to operational requirements, public holidays, weather conditions, transportation circumstances, or other reasonable business considerations.
3. Delivery Charges
Our standard delivery charges are based on the delivery city and applicable delivery coverage.
Lahore
The standard delivery charge within our covered Lahore delivery areas is PKR 250 per order.
There is no minimum order quantity or minimum order weight for this standard delivery charge. Whether an eligible order contains 1 kg or 100 kg of product, the standard delivery charge remains PKR 250, provided the delivery address falls within our regular delivery coverage.
If the delivery address is outside our regular Lahore delivery coverage, we may arrange a third-party ride or courier service. In such cases, the delivery charge will be based on the applicable rate charged by the selected third-party service.
Karachi
Karachi has a wider geographical delivery area, and delivery charges may therefore vary according to the distance from our Karachi warehouse.
Our standard Karachi delivery charge ranges from PKR 250 to PKR 300 per order, depending on the delivery location and applicable route.
If the delivery address is outside our regular Karachi delivery coverage, we may arrange delivery through a third-party ride, courier, or other transportation service. In such cases, the applicable delivery charge will be based on the rate charged by the selected third-party service.
Rawalpindi
The standard delivery charge within our covered Rawalpindi delivery areas is PKR 250 per order.
If the delivery address falls outside our regular Rawalpindi delivery coverage, we may arrange delivery through a third-party ride, courier, or other transportation service. The applicable delivery charge will then be based on the rate charged by the selected third-party service.
Islamabad
The standard delivery charge within our covered Islamabad delivery areas is PKR 300 per order.
If the delivery address falls outside our regular Islamabad delivery coverage, we may arrange delivery through a third-party ride, courier, or other transportation service. The applicable delivery charge will then be based on the rate charged by the selected third-party service.
4. Third-Party Delivery Services
Where a delivery location is outside our regular delivery coverage, Canine Naturals Pakistan may use third-party transportation or courier services, including ride-hailing or courier providers.
Examples may include services such as InDrive or other available transportation/courier providers.
Third-party delivery charges are separate from our standard delivery charges and will be determined according to the applicable rates, distance, availability, and policies of the selected service.
Third-party delivery times and conditions may also vary according to the provider's policies and operational circumstances.
5. Order Processing and Dispatch
Orders are generally prepared and dispatched according to our operational schedule and applicable delivery route.
Because our products are fresh and frozen, orders may be prepared or dispatched shortly after they are placed. Customers who wish to cancel or modify an order should contact us as soon as possible.
Once an order has been prepared or dispatched, cancellation or modification may no longer be possible.
6. Fresh and Frozen Products
Our products are fresh and/or frozen and are therefore perishable.
Products are dispatched with reasonable measures intended to maintain their condition during transportation. However, temperature changes, partial thawing, or changes in appearance or texture may occur during transportation depending on weather, travel duration, transportation method, route, and other external circumstances.
Upon receiving an order, customers should:
- Receive the order promptly.
- Check the products and packaging where reasonably possible.
- Transfer frozen products to appropriate frozen storage as soon as possible.
- Follow the storage and handling instructions provided with the product.
- Avoid leaving products at room temperature or in unsuitable conditions.
Once the order has been delivered and received, the customer is responsible for appropriate storage and handling of the products.
7. Delivery Delays
Delivery times are estimates and are not guaranteed.
Delivery may be delayed due to circumstances including, but not limited to:
- Traffic and road conditions
- Weather conditions
- Public holidays
- Courier or transportation delays
- Train or bus schedule changes
- Route changes
- Operational issues
- Unexpected transportation circumstances
- Incorrect or incomplete customer information
- Customer unavailability at the time of delivery
We will make reasonable efforts to communicate significant delivery issues where possible.
8. Customer Responsibility
Customers are responsible for providing accurate and complete delivery information, including:
- Full name
- Active contact number
- Complete delivery address
- Relevant landmarks or location details where necessary
- Any other information reasonably required for successful delivery
Customers should ensure that someone is available to receive the order at the agreed delivery location.
Canine Naturals Pakistan will not be responsible for delivery problems resulting from incorrect, incomplete, outdated, or misleading information provided by the customer.
9. Failed or Unsuccessful Delivery
If delivery cannot be completed because the customer is unavailable, the address is incorrect or incomplete, the customer cannot be contacted, or the customer otherwise prevents successful delivery, additional delivery arrangements or charges may apply.
Because our products are perishable, we cannot guarantee that a failed delivery can be rescheduled without affecting the condition of the products.
Any additional delivery arrangement will be handled according to the circumstances of the order.
10. Damaged, Spoiled, or Incorrect Orders
Customers should inspect their order promptly after delivery.
If a customer receives:
- The wrong product;
- An incorrect quantity;
- A product that is spoiled or otherwise unacceptable upon receipt; or
- A product damaged due to an issue attributable to Canine Naturals Pakistan,
the customer should contact us as soon as possible.
We may request photographs, videos, packaging information, order details, or other reasonable evidence to assess the issue.
Eligible claims will be handled in accordance with our Return & Refund Policy.
11. No Returns of Perishable Products
Due to the fresh and frozen nature of our products, we do not accept physical returns or exchanges after delivery.
Customers should not send products back to our warehouse unless specifically instructed by Canine Naturals Pakistan.
Refunds or other resolutions for legitimate issues are handled in accordance with our Return & Refund Policy.
12. Responsibility After Delivery
Once an order has been successfully delivered, the customer is responsible for promptly receiving, storing, and handling the products appropriately.
Canine Naturals Pakistan is not responsible for spoilage, deterioration, or other loss resulting from improper storage, delayed refrigeration/freezing, leaving products unrefrigerated, mishandling, or other conditions occurring after delivery and outside our reasonable control.
13. Third-Party Transportation
When a third-party ride, courier, or transportation service is used, the delivery is subject to the applicable service's operating conditions, availability, routes, schedules, delays, and other circumstances.
Canine Naturals Pakistan will make reasonable efforts to coordinate such deliveries, but circumstances arising from an independent third-party transportation provider may be outside our direct control.
14. Changes to Shipping Policy
Canine Naturals Pakistan may update or modify this Shipping Policy from time to time to reflect changes in delivery areas, charges, routes, transportation arrangements, business operations, or applicable legal requirements.
The updated version will be published on our website with the revised "Last Updated" date.
15. Contact Us
For questions regarding shipping or delivery, please contact:
Canine Naturals Pakistan
Lahore, Punjab, Pakistan
Email: junaidx489@icloud.com