Shipping Policy

At Sohu Lifestyle, we are committed to ensuring that your order reaches you safely and conveniently. We currently ship our orders across Pakistan through our delivery partner, PostEx.

This Shipping Policy explains how we process, dispatch, and deliver orders placed through our website, as well as the responsibilities of Sohu Lifestyle, our courier partner, and our customers throughout the delivery process.

By placing an order on our website, you acknowledge and agree to the terms and conditions outlined in this Shipping Policy.

1. Shipping Across Pakistan

Sohu Lifestyle delivers orders to customers throughout Pakistan.

All orders are dispatched from our facility in Lahore, Punjab, and are handed over to PostEx for delivery to the customer's provided address.

Delivery availability and delivery time may vary depending on the customer's city, area, province, accessibility, courier coverage, weather conditions, public holidays, and other operational circumstances.

While we aim to provide reliable and timely delivery to all customers, certain remote or difficult-to-access areas may require additional delivery time.

2. Our Courier Partner

Sohu Lifestyle currently works with PostEx for the delivery of our orders.

Once an order has been processed and dispatched from our Lahore facility, it is handed over to PostEx for transportation and delivery.

After the parcel has been handed over to the courier, the delivery process is managed through the courier network. While Sohu Lifestyle will make reasonable efforts to assist customers with delivery-related issues, certain delays or circumstances may be outside our direct control.

3. Order Processing

Once you place an order through our website, our team begins processing the order.

Orders are generally processed within 1–2 business days after the order is confirmed.

Processing includes:

• Verifying the order details

• Confirming the customer's contact information

• Checking product availability

• Preparing the products for shipment

• Quality-checking the items

• Packaging the order

• Preparing the parcel for dispatch

• Handing the parcel over to PostEx

Orders may occasionally require additional processing time due to high order volumes, promotional campaigns, product launches, holidays, operational circumstances, or other unforeseen situations.

We will make reasonable efforts to process orders as quickly as possible.

4. Dispatch of Orders

After an order has been processed and packed, it is dispatched from our Lahore facility through PostEx.

The date on which an order is handed over to the courier may differ from the date on which the order was placed.

Dispatch does not necessarily mean that the parcel will be delivered on the same day. After dispatch, the parcel must pass through the courier's sorting, transportation, and delivery network before reaching the customer.

Once the parcel has been dispatched, customers may receive tracking information where applicable.

5. Delivery Time

Delivery times can vary depending on the customer's location and other circumstances.

For most major cities and accessible areas, delivery is generally expected within a reasonable period after dispatch. However, Sohu Lifestyle does not guarantee a specific delivery date or delivery time.

Delivery may take longer because of:

• Courier network delays

• High shipment volumes

• Public holidays

• Weather conditions

• Road closures

• Traffic or transportation disruptions

• Security-related restrictions

• Natural disasters

• Incorrect or incomplete addresses

• Customer unavailability

• Remote delivery locations

• Courier operational issues

• Unexpected circumstances beyond our control

Customers should therefore consider the estimated delivery period as an approximate timeframe rather than a guaranteed delivery date.

6. Delivery to Different Cities and Provinces

Because Sohu Lifestyle is based in Lahore, delivery times and shipping costs may vary depending on the destination.

Orders being delivered within Punjab may have different delivery timelines from orders being delivered to Sindh, Khyber Pakhtunkhwa, Balochistan, Islamabad, Gilgit-Baltistan, Azad Jammu & Kashmir, or other regions.

Similarly, delivery to major urban centers may generally be faster than delivery to remote or less accessible areas.

Additional time may be required for locations that are outside the courier's primary delivery network.

7. Delivery Charges

Applicable delivery charges, if any, will be communicated or displayed during the ordering process.

Delivery charges may vary depending on the destination, applicable courier rates, promotional offers, order value, and other circumstances.

From time to time, Sohu Lifestyle may offer free delivery promotions or other shipping-related offers.

Any such promotional offer will be subject to the specific terms and conditions communicated at the time of the promotion.

8. Cash on Delivery Orders

Where Cash on Delivery is available, the customer is responsible for paying the complete amount due at the time the parcel is delivered.

Customers should ensure that they have the required amount available when the courier rider arrives.

If the customer is unavailable or unable to receive the parcel, the courier may attempt delivery again according to its applicable procedures.

Repeated unsuccessful delivery attempts may result in the parcel being returned to Sohu Lifestyle.

9. Customer Contact Information

Customers are responsible for providing accurate and complete delivery information when placing an order.

This includes:

• Full name

• Active mobile phone number

• Complete delivery address

• House/building number

• Street or road information

• Area/locality

• City

• Province

• Any useful landmark or additional delivery instructions

Customers should provide a phone number that remains active and accessible during the delivery period.

An incorrect, incomplete, or unreachable phone number may result in delivery delays or failure.

10. Incorrect or Incomplete Address

Sohu Lifestyle is not responsible for delivery problems caused by incorrect or incomplete information provided by the customer.

If an order cannot be delivered because the customer has provided an incorrect address, incomplete address, incorrect phone number, or other inaccurate information, the parcel may be delayed, returned, or require additional delivery arrangements.

Customers should carefully review their delivery information before placing an order.

If you realize that you have provided incorrect information, please contact us as soon as possible.

We will try to assist where possible, but we cannot guarantee that changes can be made after an order has already been dispatched.

11. Customer Unavailability

Customers are responsible for being available to receive their orders or arranging for someone they trust to receive the parcel on their behalf.

If a customer is unavailable when the courier rider attempts delivery, the courier may make another delivery attempt according to its operational procedures.

Repeated unsuccessful delivery attempts may result in the parcel being returned to Sohu Lifestyle.

Any additional delivery arrangements or charges resulting from customer unavailability may be the responsibility of the customer.

12. Refused Deliveries

Customers should not refuse delivery of an order without first contacting Sohu Lifestyle.

If a customer refuses to accept a parcel, the parcel may be returned to our Lahore facility.

A refused parcel may be treated differently from a standard return or exchange request and may be subject to applicable delivery, return, or processing conditions.

If you have changed your mind about an order or no longer wish to receive it, please contact our customer support team as soon as possible rather than refusing the parcel at the time of delivery.

13. Tracking Information

Where tracking information is available, customers may receive shipment details after their order has been dispatched.

Tracking information allows customers to monitor the progress of their parcel through the courier network.

Tracking information may take some time to become active after the parcel has been handed over to the courier.

If your tracking information does not immediately show movement, this does not necessarily mean that the parcel has been lost or delayed. Courier systems may require time to update after a parcel is received, sorted, or transferred between facilities.

14. Delivery Delays

Although we aim to dispatch and deliver orders as quickly as possible, Sohu Lifestyle cannot guarantee delivery within a specific number of days.

Courier delays may occur for reasons outside our control.

Examples include:

• Unusually high shipment volumes

• Seasonal shopping periods

• Eid and other holidays

• Public holidays

• Weather conditions

• Heavy rainfall

• Flooding

• Road closures

• Traffic disruptions

• Strikes

• Security restrictions

• Transportation problems

• Technical problems within the courier network

• Natural disasters

• Other unforeseen circumstances

In such situations, we will make reasonable efforts to assist customers and communicate relevant information where possible.

15. Public Holidays and Peak Seasons

During major shopping periods, sales campaigns, Eid seasons, public holidays, and other periods of unusually high demand, both order processing and delivery may take longer than usual.

Customers placing orders during such periods should allow additional time for processing and delivery.

Sohu Lifestyle will continue to process orders as efficiently as possible during peak periods, but courier delivery timelines may be affected by increased shipment volumes.

16. Weather and Unforeseen Circumstances

Delivery may be delayed because of circumstances beyond the reasonable control of Sohu Lifestyle or our courier partner.

These circumstances may include severe weather, flooding, road closures, natural disasters, political or security-related disruptions, transportation interruptions, or other force majeure events.

Where such circumstances occur, delivery timelines may be extended until normal courier operations resume.

17. Remote and Extended Delivery Areas

Some locations may require additional delivery time because of their distance from major cities, limited courier coverage, geographic conditions, or other logistical factors.

Customers located in remote, rural, mountainous, or otherwise difficult-to-access areas should expect that delivery may take longer than delivery to major urban centers.

Any applicable additional delivery charges will be communicated where relevant.

18. Order Changes After Placement

If you need to change your delivery address, phone number, size, product, or other order information, please contact Sohu Lifestyle as soon as possible.

We will try to accommodate changes before the order is dispatched.

However, once an order has been processed or handed over to PostEx, changes may no longer be possible or may require additional arrangements.

Customers should therefore review their order information carefully before submitting an order.

19. Multiple Items in One Order

Where an order contains multiple products, Sohu Lifestyle will generally attempt to ship the items together.

However, depending on product availability, stock location, operational circumstances, or other factors, an order may occasionally require separate handling.

If there is any significant issue affecting the shipment of an order, our team may contact the customer where necessary.

20. Damaged Packages

Customers are advised to inspect the external condition of their parcel when receiving it.

If the parcel appears significantly damaged, opened, tampered with, or otherwise compromised, customers should contact Sohu Lifestyle as soon as possible and provide relevant details and photographs where applicable.

We will review the matter and assist the customer in accordance with our applicable policies.

21. Wrong or Missing Items

If you receive an item that is different from what you ordered, or if an item appears to be missing from your order, please contact our customer support team as soon as possible.

Please provide your order number and relevant details so that our team can investigate the issue.

Where the issue is confirmed to have occurred during Sohu Lifestyle's order processing or packing, we will work with the customer to provide an appropriate resolution under our Return & Exchange Policy.

22. Lost Shipments

If a parcel appears to be lost during transit, customers should contact Sohu Lifestyle so that we can investigate the shipment with PostEx.

We will make reasonable efforts to assist in locating the parcel and obtaining an update from the courier.

The resolution of a lost shipment may depend on the information provided by the courier and the circumstances surrounding the shipment.

23. Delivery Confirmation

A parcel may be considered delivered once the courier confirms delivery to the provided delivery address or recipient.

Customers should ensure that parcels are received by the intended recipient or by a trusted person authorized to receive the order.

If you believe your order has been marked as delivered but you have not received it, please contact us as soon as possible so that we can investigate the matter with the courier.

24. Exchange Deliveries

Sohu Lifestyle generally prefers to resolve product-related issues through exchange rather than return.

For an approved exchange, we arrange a replacement parcel from our Lahore facility.

The courier rider delivers the replacement product and collects the original product from the customer at the same time.

A small exchange charge applies and varies depending on the customer's city, area, province, and applicable courier rates.

Further details regarding exchanges are provided in our Return & Exchange Policy.

25. Customer Responsibility During Exchange

For an exchange to be completed successfully, the customer must make the original product available to the courier rider when the replacement parcel is delivered.

If the original product is not handed over at the time of exchange, the exchange may need to be rescheduled.

Additional courier charges may apply if a separate delivery or collection attempt becomes necessary.

26. Returns

If a customer does not wish to exchange a product and insists on returning it, Sohu Lifestyle may accept the return subject to the conditions of our Return & Exchange Policy.

Customers requesting a return will be provided with the appropriate return address by our customer support team.

Customers should not send parcels to an address obtained from an unofficial source.

Once the returned parcel is received and inspected, the applicable refund will be processed according to our Return & Exchange Policy.

27. Communication Regarding Orders

Sohu Lifestyle may contact customers through phone, WhatsApp, SMS, email, or other available communication methods regarding their orders.

Communication may be necessary for:

• Order confirmation

• Address verification

• Delivery coordination

• Product availability

• Exchange requests

• Return requests

• Delivery problems

• Other order-related matters

Customers should therefore provide an active contact number and monitor their communications after placing an order.

28. Delivery to Business Addresses

Customers may provide a business, office, shop, or workplace address for delivery.

Customers should ensure that someone authorized to receive the parcel is available at the provided address.

Sohu Lifestyle is not responsible for a parcel being received by another person at a business or workplace address when the courier successfully completes delivery at the provided location.

29. Delivery to Hospitals, Hotels, and Restricted Locations

Delivery to hospitals, hotels, offices, residential complexes, gated communities, military or restricted areas, or other locations with access restrictions may require additional coordination.

Customers should provide any relevant instructions that may help the courier complete delivery.

If the courier is unable to access a location because of security restrictions or other access limitations, the customer may be required to meet the rider at an accessible location.

30. Changes to This Shipping Policy

Sohu Lifestyle reserves the right to modify, update, or change this Shipping Policy at any time.

Changes may be made to reflect changes in our operations, courier services, delivery procedures, applicable requirements, or other business circumstances.

The updated version of the policy will be published on this website and will become effective once posted.

Customers are encouraged to review this policy periodically.

31. Contact Us

If you have any questions regarding your order, shipment, delivery status, or this Shipping Policy, please contact our customer support team.

Sohu Lifestyle
Website: www.sohu.pk
WhatsApp: 0328-4360298

Email us at: sohu.pk@outlook.com
Dispatch Location: 346-m phase 5 dha Lahore, Pakistan
Courier Partner: PostEx Courier Company

When contacting us regarding an order, please provide your order number, registered phone number, and any relevant information about your shipment so that our team can assist you efficiently.

Final Note

Our goal is to make every delivery as smooth and convenient as possible. We carefully process and package every order before handing it over to PostEx for delivery.

While we cannot control every aspect of the courier network, we will make reasonable efforts to assist our customers with delivery-related questions, delays, tracking issues, exchanges, and other shipment concerns.

By placing an order with Sohu Lifestyle, you acknowledge that delivery timelines are estimates and may be affected by circumstances beyond our reasonable control.