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FAQ's

General

Q. How do I order groceries from Airlift Express?

A. Simply click on the items you wish to order and add them to your cart. Once you are done, you can head to checkout to confirm your address and place your order.

Q. What are the timings of the store?

A. Airlift Express delivers 09:00 am to 11:00 pm Monday through Friday. If you place an order outside this time, your order will be scheduled for the next day.

Q. How will I know my order has been placed?

A. You will receive an email confirmation of your order as well as a text message on your mobile phone!

Q. Will I receive a confirmation message when my order is processed?

A. Yes, you will receive a text message when your order has been processed.

Q. There are items in my cart, how do I check out?

A. Navigate to your cart and click ‘Proceed to Checkout’. To complete checkout, add your address and location details, then click ‘Place your order’ to confirm.

Q. Can I place two orders from the same account in one day?

A. Yes you can!

Q. Can I place two orders from the same account at the same time?

A. Yes you can!

Cancellation & Returns

Q. Can I cancel my Airlift Express order?

A. For express delivery, you can cancel your order within 60 seconds of placing it. For scheduled delivery, you can cancel your order 1 hour before your scheduled time slot.

Q. There was one item missing from my Airlift Express bag. What is the process to get it back?

A. We’re sorry for the inconvenience. Our team is committed to ensuring 100% order accuracy – you can place an in-app complaint or call our helpline at 0311 1222806

Q. One of the items I received was damaged. What is the process to get it fixed?

A. We’re so sorry you received a damaged product. Please reach out to us at 0311-1222806 or place an in-app complaint and we will sort this problem out for you.

Q. Can I return some items from my order?

A. Unfortunately, we only allow returns and exchanges for damaged, expired, or wrong items. You can register a complaint through our app or call us at 0311 1222806

Payment Methods

Q. What payment options are available?

A. You can pay using the following methods:

  • Cash on Delivery (COD)
  • Digital Payment with Debit or Credit Card! 

Q. An item was missing from my order but I was still charged for it, what do I do?

Airlift Express does not charge for items that were not shipped out to the customer. Your bank will refund the extra charge within 2-5 days. If the amount is still not refunded, then register an in-app complaint or call us at 0311 1222806.

Delivery Processes

Q. What are your delivery times?

A. We have two options available for delivery.

  • Express Delivery - this option will get your grocery delivered to you within 45 to 60 minutes.
  • Scheduled Delivery - this option will let you schedule your grocery delivery at a time of your convenience.

Q. Can I tip my Grocerider?

A. Yes, you can! All tips go directly to our Groceriders and you can tip your rider when they come to drop off your order.

Q. Can I pay the rider extra and add money in my wallet?

A. Yes. You can ask your rider to add the remaining amount to your wallet.

Q. How much time do you take to deliver?

A. Our express shipping service delivers your groceries to you in 30 to 60 minutes!

Q. What are the delivery charges?

A. Our delivery charges are a flat Rs.100 for an order under Rs. 500

Q. Is there a minimum order limit?

A. Yes. There is a Rs. 100 minimum order limit.

Covid Protocols

Q. What methods are you taking to ensure safety from COVID-19?

A. We have implemented strict SOPs to ensure the safety of our team and customers. Our team has access to PPEs and is required to follow disinfecting/distancing protocols at all times. We disinfect our warehouses every two days and each item is disinfected before it is shipped out.

Q. What are contactless deliveries?

A. Contactless deliveries are a method to ensure you do not come into contact with anyone and receive your order without hassle. Our Grocerider will leave the bag outside your door if you have paid your bill using our digital payment methods. We are launching this feature and you will be able to use it very soon.

About Airlift

Airlift Express is an online consumer grocery delivery service that gets your groceries to your doorstep in just 45 minutes! We believe that ensuring safety in these unprecedented times is critical - with Airlift Express, we want our customers to be able to get anything they need delivered right to their door.

Airlift started transit operations last year, successfully building and scaling Pakistan’s first decentralized mass transit system - Airlift Transit is operational in Lahore and Karachi.

Contact Us

For urgent queries & complaints, please call us at 0311-1222806. For general complaints & suggestions please email us at support@airliftexpress.com. Shop at www.airliftexpress.com or download the app Airlift Express available on App Store & Play Store.

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