Shipping policy

Shipping & Delivery Policy — Traditional Heritage

At Traditional Heritage, our cookies are freshly baked, carefully packed, and dispatched with extra protection to ensure they reach you crisp, intact, and full of authentic flavour.

Please review our shipping terms and delivery timelines below.

1. Order Processing & Baking Schedule

  • Freshness First: To ensure maximum freshness, orders are packed in protective, food-grade airtight materials immediately after baking and quality inspection.

  • Processing Time: Standard orders are processed and prepared for dispatch within 24 to 48 business hours of order confirmation.

  • Cut-Off Times: Orders placed before 2:00 PM (Monday through Friday) enter processing on the same day. Orders placed on weekends or national public holidays are queued for baking and fulfillment on the next business day.

  • Order Confirmation: For Cash on Delivery (COD) orders, our customer support team may contact you via SMS, WhatsApp, or phone call to confirm your address prior to dispatch.

2. Delivery Timelines

Once handed over to our verified courier partners, delivery times depend on your destination:

Destination Estimated Delivery Window
Nationwide Standard Delivery 3 – 5 business days
Remote / Extended Delivery Areas 5 – 7 business days

(Note: During peak festive seasons, flash sales, or adverse weather conditions, courier transit times may experience slight delays beyond our direct control.)

3. Shipping Rates & Free Shipping

  • Standard Shipping Fee: A flat delivery fee of PKR 250 applies to standard orders.

  • Free Delivery Threshold: We offer Free Shipping nationwide on all orders exceeding PKR 1500 Special Promotions: Free shipping vouchers or seasonal promotional rates will be automatically applied at checkout when eligible.

4. Food-Grade Packaging & Handling

Cookies are fragile and temperature-sensitive. Every Traditional Heritage parcel is packed with:

  • Airtight, moisture-barrier inner packaging to preserve crispness and shelf life.

  • Bubble wrap, corrugated safety dividers, or tin canisters to minimize physical transit impact.

  • Tamper-evident branded seals ensuring your order has not been compromised during transit.

5. Order Tracking

As soon as your package is dispatched:

  1. You will receive an automated SMS and Email with your courier name and unique Tracking ID.

  2. You can track your shipment’s live movement via the courier portal using the link provided.

  3. If you do not receive a tracking update within 48 hours of placing your order, please contact our support team with your Order ID.

6. Delivery Protocol & Receipt

  • Contact Information: Please ensure your delivery address, landmark, and active mobile number are entered accurately at checkout.

  • Delivery Attempts: The courier partner will make up to 2 delivery attempts. If the customer is unreachable or refuses delivery without cause, the parcel will return to our distribution center.

  • Inspection on Arrival: If the outer delivery box is visibly torn, crushed, or opened, please take a clear photograph before signing, or notify our customer support team immediately.

7. Incorrect Addresses & Non-Delivery

  • Traditional Heritage is not liable for failed deliveries resulting from incomplete or inaccurate addresses provided at checkout.

  • Re-dispatch requests for packages returned due to incorrect addresses or repeated unresponsiveness will incur standard re-delivery shipping fees.

8. Damaged or Compromised Shipments

If your cookies arrive broken, stale, or damaged in transit, refer directly to our Return, Replacement & Refund Policy:

  • Contact us within 48 hours with photos of the outer box and cookies.