Frequently Asked Questions
Everything you need to know about Farm to Home
At Farm to Home, we strive to provide exceptional products and services to our valued customers. We understand that there may be instances where you need to request a replacement or express a complaint. Please review our policy below for more information on how we handle such situations.
Damaged Products: If you receive a damaged product, please contact our customer support team within 12 hours of receiving the item. Provide your Order ID and include pictures as evidence.
Incorrect Orders/Missing Items: If you receive an incorrect order or find items missing from your order, please notify us within 12 hours of delivery. We will promptly rectify the situation by shipping the correct items to you and providing a return label for the incorrect product if necessary.
Complaints Related to Fruits & Vegetables (Highly Perishable): If you receive an unripe or overripe product, please share a picture of the item within 3 hours of receiving the order. Our team will investigate the matter, and once the investigation is complete, we will offer a replacement or provide a discount voucher as compensation.
Contacting Customer Support: To file a complaint, please provide detailed information about the problem, including your Order ID and the specific issue you encountered. You can reach our customer support team through our helpline at 0301-555-11-55 or via WhatsApp at 0301-555-11-55. Our representatives will assist you accordingly.
Investigation and Resolution: Upon receiving your complaint, we will thoroughly investigate the matter and strive to provide a resolution within a reasonable timeframe. In some cases, we may require additional information or evidence to assist with the investigation, and we appreciate your cooperation in such instances.
Compensation: We provide compensation in the form of replacement products and discount vouchers. We believe in maintaining transparency in our processes and apologise for any inconvenience caused. At Farm to Home, we value your feedback and are committed to continuously improving our products and services.
At Farm to Home, we value your feedback and are committed to continuously improving our products and services. We appreciate your understanding and cooperation in following our replacement and complaint policy.
- Select the products: Select the products you wish to purchase.
- Delivery Location: Provide the location of delivery.
- Confirmation: Confirm your order.
Coverage Areas: Selected areas within the cities mentioned below:
- ISLAMABAD
- RAWALPINDI
For coverage related information, please visit the coverage map section.
Customers are charged dynamically as per their location with charges starting from as low as Rs. 30.
You can pay at Farm to Home, using both the options of Cash on Delivery or JAZZ CASH wallet payment.
As soon as you have placed the order, you will receive a message confirmation message with your order details and order number. Our teams will then get in touch with you if any further communication is required.
Yes, you may place an order any day, anytime. If there is an exception and service is unavailable, it will be announced on the main page.
Not necessarily, but for orders under PKR1000 delivery charges of PKR 100 will apply
Yes, you may track it through our helpline/WhatsApp available at +92 301 5551155, asking our representatives about the details against the Order ID provided to yourself.
In case you are unsatisfied by the quality of the produce, you may ask for a refund within 24 hours and our riders will pick up the produce and refund the amount. (Replacement is also an option, if claimed within the time frame mentioned above).
We assure 100% Money-Back Guarantee and a refund will be made.
No, orders cannot be edited once they have been placed. You may place a new order or the required products.
You may cancel your order within the first hour of its placement. If you wish to make changes to your order and add/remove anything, you can WhatsApp on our number "0301-5551155" to do so with in "One (1)" hour of order placement.
Yes, you may change your personal information anytime you want.
You may place your order through the website or our Farm to Home application.
No, we have a shop in G-9 Markaz. You may visit it and handpick the products you want.
Contact our customer care helpline and we will take care of all your quires. Email: info@farmtohome.com.pk Phone number: +92 301 5551155 Calling time: 9am to 7pm
We do not live in a perfect world you see ? In some cases (very rarely), we might take orders for a specific product but the right quality product may not be available.
In that case, we would notify you well ahead of time. In this case you will only be charged for the items that are delivered to you.
No, your order will be delivered as soon as possible depending on your location and the time you placed it. We do however follow the following timeslots.
| Ordering Time Slot | Delivery Time Slot |
|---|---|
| 10:30 am to 09 pm | Delivered “UNDER 120 MINS” |
| After 09 pm | Delivered “NEXT MORNING” |
We want you to be completely satisfied with your purchase from Farm to home.
If a customer has paid in full for an order through digital channels or cash, and there are some missing items in the order after delivery, then the customer will be eligible for a refund which will be processed within 48 hours. Moreover, if a customer cancels the order after paying online, then the company will process the refund within 48 hours.
All the refund issued will be through digital channels.
