Awaiting Order Arrival

My order is taking longer than expected. What should I do?

Delivery times can vary based on your location and courier traffic. If it's been more than 5 working days, please contact our support team via WhatsApp with your order ID for an update.

I didn’t receive a tracking number. How can I check my order status?

Tracking details are usually sent via WhatsApp or SMS once your order is dispatched. If you haven’t received it within 48 hours of placing your order, message our support team and we’ll provide it manually.

What if my package is marked as delivered but I haven’t received it?

Sometimes courier apps auto-update the status before delivery. Please allow 24 hours and check with family or neighbors. If still undelivered, contact us — we’ll follow up directly with the courier.

Can I change my delivery address after placing the order?

Address changes are only possible if your order has not been dispatched yet. Please contact support as soon as possible with your updated details and order ID.

What happens if I miss the delivery?

Our courier partner will attempt delivery 2–3 times. If all attempts fail, the order will be returned to us. You can request a re-shipment, but delivery charges may apply again.

Ordering & Payment

How do I place an order on TML Mart?

Simply browse products, add your desired items to the cart, and proceed to checkout. Enter your delivery details and confirm the order — it’s fast, easy, and no login is required.

What payment methods are available?

We currently offer Cash on Delivery (COD) for all orders across Pakistan. Online payment options (like Easypaisa, JazzCash, debit/credit card) are coming soon.

Can I cancel or modify my order after placing it?

You can cancel or modify your order before it is dispatched by contacting our support team on WhatsApp with your order ID. Once shipped, changes are no longer possible.

Will I receive a confirmation after placing my order?

Yes. Once you place your order, you’ll get a confirmation message via WhatsApp or SMS with your order details and estimated delivery time.

Why was my order rejected or not processed?

Orders may be rejected due to incomplete address, unverified phone number, or item unavailability. In such cases, our team will reach out to confirm or adjust your order.

After sales

What should I do if I received a damaged or wrong item?

If you receive a damaged, broken, or incorrect item, please contact us via WhatsApp within 48 hours of delivery. Share photos of the product and your order ID — we’ll resolve it with a return or replacement.

How do I request a return or refund?

To request a return or refund, message our support team within 2 days of receiving the product. Returns are only accepted if the item is damaged, incorrect, or missing parts.

How long does it take to process a refund?

Refunds are typically processed within 3–7 working days after we receive and verify the returned item. You'll be notified via WhatsApp or SMS once the refund is issued.

Can I exchange a product after delivery?

Exchanges are only allowed in cases of wrong item or size received. We currently do not support change-of-mind exchanges. Contact support with your issue, and we’ll do our best to help.

What if I don’t hear back after a return request?

We respond to every valid return request within 24 hours. If you haven’t received a response, please follow up on WhatsApp with your order ID and issue details.

Refund

Am I eligible for a refund?

You are eligible for a refund if you receive a damaged product, a wrong item, or if something is missing from your order. You must report the issue within 48 hours of delivery to qualify.

How do I request a refund?

To request a refund, contact our support team via WhatsApp. Provide your order ID, a brief explanation, and clear photos of the item (if damaged or wrong). Our team will verify and initiate the process.

How long does it take to receive a refund?

Once approved, your refund will be processed within 3–7 working days. We will notify you as soon as the refund is sent, either via cash, bank transfer, or replacement (based on your case).

What if my refund is delayed?

If you haven’t received your refund after 7 working days, please contact support with your refund reference number. We’ll recheck the issue and resolve it on priority.

Do you offer refunds for change of mind?

No, we do not offer refunds or returns for change of mind. Our refund policy applies strictly to product defects, wrong deliveries, or missing items only.