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Frequently Asked Questions (FAQs) - Buraq Mart GS
Welcome to the Buraq Mart GS FAQ page. Here you will find answers to the most common questions about ordering, payment, delivery, returns, and our products. If you cannot find your answer here, please feel free to contact us directly.
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#### Ordering & Account
**1. How can I place an order on Buraq Mart GS?**
Placing an order is easy! Simply browse our website **https://buraqmartgs.com/**, add the items you wish to purchase to your cart, and proceed to checkout. You will need to provide your delivery address and select a payment method.
**2. Do you verify orders before processing?**
Yes, for your security, our customer service team will call you on the phone number you provided to verify your order details before we process it for dispatch. Please ensure your phone number is correct.
**3. I am unable to verify my account or did not receive an OTP SMS. What should I do?**
If you are facing issues with OTP SMS or account verification, please contact our helpline or send us an email at **buraqmartgs@gmail.com** from the same mobile number. Our customer support representative will assist you in verifying your account.
**4. Can I cancel my order after placing it?**
Yes, you can cancel your order anytime **before it is dispatched** from our warehouse. Please contact us immediately via email or phone. If your order has already been shipped, you may refuse to accept the parcel at the time of delivery.
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#### Payments
**5. What payment methods do you accept?**
We offer multiple secure payment options for your convenience:
- **Cash on Delivery (COD)**
- **Bank Transfer / Online Banking**
- **Credit/Debit Card** (if applicable, specify)
- **JazzCash / Easypaisa** (if applicable, specify)
**6. Are there any hidden charges?**
No, absolutely not. At Buraq Mart GS, we believe in complete transparency. The price you see at checkout, including the product price and delivery charges, is the final price you pay. There are no hidden charges.
**7. Is it safe to use my credit/debit card on your website?**
Yes. We prioritize your security. We use secure payment gateways that encrypt your financial information. Please note that we do not store your full card details on our servers.
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#### Shipping & Delivery
**8. Do you ship all over Pakistan?**
Yes, we ship to customers all across Pakistan, including major cities and smaller towns.
**9. What are your delivery charges?**
Delivery charges are calculated based on the weight of your order and your location. The exact shipping cost will be displayed clearly at the checkout page before you confirm your order. For more details, please visit our dedicated **Shipping Policy** page.
**10. How long will it take to receive my order?**
Delivery timelines vary by location:
- **Lahore:** 1-2 working days
- **Other Major Cities (Karachi, Islamabad, etc.):** 3-5 working days
- **All Other Cities:** 5-7 working days
*Please note that bulky items like LED TVs, Bikes, and large Furniture may take slightly longer.*
**11. How can I track my order?**
Once your order is dispatched, you will receive a tracking ID via SMS or email. You can track your order status by visiting our website and clicking the **"Track Your Order"** page, or by checking the status in your account under "My Orders."
**12. What happens if I am not home at the time of delivery?**
Our delivery partner will contact you before delivery. If you are unavailable, they will typically make a second attempt. If delivery fails after multiple attempts, the order may be returned to us. Re-shipping charges may apply for re-delivery.
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#### Returns & Refunds
**13. What is your return policy?**
You can request a return within **7 days** of delivery if the product is damaged, defective, or incorrect. The item must be unused and in its original packaging with all accessories and tags attached.
**14. How do I return a product?**
To initiate a return, please contact our customer support at **buraqmartgs@gmail.com** within 7 days of receiving your order. Provide your order number and photos of the issue. Our team will guide you through the return process.
**15. Do I have to pay for shipping charges when returning a product?**
If the return is due to a mistake on our part (damaged, defective, or wrong item sent), we will cover the return shipping costs. For other returns (e.g., change of mind), the customer may be responsible for return shipping charges.
**16. Can I return a product after 7 days?**
Unfortunately, we cannot accept return requests after the 7-day window has passed. However, if the product has a manufacturing defect, it may be covered under the brand's warranty. Please contact us, and we will guide you to the relevant warranty center.
**17. When will I get my refund?**
Refund timelines depend on the payment method:
- **Store Credit/Voucher:** Within 1-2 business days after quality check.
- **Bank Transfer (for COD orders):** Within 5-7 business days after quality check.
- **Credit/Debit Card:** Within 7-12 business days (depending on your bank).
**18. What items cannot be returned?**
Due to hygiene and security reasons, we cannot accept returns on:
- Unsealed Mobile Phones & Tablets
- Innerwear, Lingerie, and Swimwear
- Perfumes and opened Fragrances
- Customized or Made-to-Order Furniture
- Items marked as "Final Sale" or purchased during Flash Sales
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#### Products & Warranties
**19. Are the mobile phones on your website PTA Approved?**
Yes, for all mobile phones and tablets listed as **"PTA Approved"** on our website, we guarantee that the device is approved by the Pakistan Telecommunication Authority (PTA) and is fully compliant with local regulations. Please check the product description for PTA status before purchasing.
**20. What is your warranty policy?**
Warranty policy varies from product to product and brand to brand.
- For many electronics and appliances, the manufacturer's warranty applies. This will be mentioned in the product description.
- For **Mobile Phones, LED TVs, and Bikes**, warranty claims are typically processed directly through the brand's authorized service centers. Buraq Mart GS will provide you with the necessary invoice and warranty card to facilitate this.
- Not all products come with a warranty. If a product has a warranty, it will be clearly stated in the product specification.
**21. I have a technical issue with my product after the return period. What should I do?**
If you experience a technical fault after the 7-day return window, please contact us. We will guide you to the brand's authorized warranty or service center in your area for further assistance.
**22. Do you offer installation services for LED TVs or Furniture?**
Our standard delivery includes delivery to your doorstep (ground floor). Installation services are generally not provided. For large furniture, assembly may be required by the customer. Please check the product description for specific details.
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#### Technical & Website Issues
**23. The website is not loading properly or I am facing a technical glitch.**
Please try clearing your browser cache and cookies, or try using a different browser. If the problem persists, please email us at **buraqmartgs@gmail.com** with screenshots and details of the issue.
**24. I forgot my password. How can I reset it?**
On the login page, click the **"Forgot Password?"** link. Enter the email address you used to register, and we will send you instructions to reset your password.
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#### Still Have Questions?
If you have any other questions that are not covered here, please do not hesitate to contact us:
📧 **Email:** buraqmartgs@gmail.com
🌐 **Website:** https://buraqmartgs.com/
Our customer support team is here to help you!
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