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FAQ's

Placing an order

Q. How do I place an order on the Airlift Express website?

A. Follow five simple steps to place your order:

  • Browse through the categories of items on the app / website or use the ‘Search’ bar at the top of the page to search for specific items.
  • Add your desired items to the cart by selecting quantity & clicking ‘Add to Cart’.
  • Click on your cart to review it and proceed to checkout.
  • Confirm your location and select your preferred payment / delivery methods
  • Place your order!
And you’re done! Your order will be delivered to you within 30 to 60 minutes if you choose Express delivery!

Q. What are the timings of the store?

A. Airlift Express is operational 24 hours a day in select areas and 8am till 11pm in most areas, seven days a week. If you want to place an order outside this time, you can schedule your order for the next day.

Q. Will I be able to track my order?

A. You can track your order by accessing the “My Orders” section and viewing what stage you order is currently at. You will also receive real-time updates via push notifications in the app and SMS.

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. How can I make a complaint?

A. The Complaints section in your app allows you to submit complaints regarding your order. You can find the Complaints section in the left hand side menu in your app. Please follow these steps to submit your complaint and our team will get back to you:

  • Go to the Complaints section in the left hand side menu
  • Select your Reason e.g. Delivery, Product Quality/Damage, Technical, Payment
  • Select your Issue e.g. Rider Behavior, Rider did not have change, Rider not carrying CNIC, Rider was late
  • Select your Order ID
  • Describe your issue
  • Press Submit -- our team will look into your complaint and get back to you within 24-48 hours.

Q. Can I cancel my Airlift Express order?

A. Yes, you can. 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. The Complaints section in your app allows you to submit complaints regarding your order. You can find the Complaints section in the left hand side menu in your app. Please follow these steps to submit your complaint and our team will get back to you:

  • Go to the Complaints section in the left hand side menu
  • Select your Reason as Product Quality/Damage
  • Select your Order ID
  • Select Items
  • Describe your issue
  • Press Submit -- our team will look into your complaint and get back to you within 24-48 hours.

Q. I placed an order but I no longer want it, what should I do?

A. You can cancel your Airlift Express order within 60 seconds of placing your order.

Payment Methods

Q. What payment options are available?

A. Airlift Express currently supports the following are the payment methods:

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

Delivery Processes

Q. What are your delivery times?

A. We have two options available for delivery.

  • Express Delivery - this option will get your order delivered to you within 30 to 60 minutes.
  • Scheduled Delivery - this option will let you schedule your delivery at a time of your convenience.

Q. Can I tip my rider?

A. Yes, you can! All tips go directly to our riders 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 pay your rider extra money upto Rs. 500 and it will be added to your wallet for future use.

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 is scheduled delivery?

A. Scheduled delivery allows you to place your Airlift Express order and choose the time of delivery as per your convenience. Our team will deliver the order to you on your selected date and time!

Q. What are the delivery charges?

A. We offer free delivery on all orders above Rs. 500. Our delivery charges are a flat Rs.100 for a single order below Rs. 500.

Q. Is there a minimum order limit?

A. Yes. There is a Rs. 500 minimum order limit.

Covid Protocols

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

A. We have strict SOPs implemented 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 warehouse every two days, each item is disinfected before packing the bag for extra protection. Our bags are sealed with zip-ties to ensure safety of products and cleanliness.

Airlift Credits (ALCs)

Q. What are Airlift Credits (ALCs)?

A. Airlift Credits (ALCs) are the currency used in the app. 1 ALC = 1 PKR. You can pay your rider upto Rs. 500 to add to your wallet. These will be added in the form of ALCs. Additionally, the grocery coupons you redeem from the Airlift Rewards program get added to your wallet in the form of ALCs.

Airlift Rewards

Q. What is the Airlift Rewards program?

A. The Airlift Rewards program offers you an opportunity to earn points on every item you purchase. You can redeem these points for free grocery coupons upto Rs. 1500 in the Airlift Rewards tab in the app. Visit the Airlift Rewards tab in the app to learn more.

Q. What are Reward Points?

A. Each item on Airlift Express has reward points allocated to it. When you shop, you get these points added to your Airlift Rewards tab in the app. You can redeem these points for free grocery coupons upto Rs. 1500 in the Airlift Rewards tab in the app.

Refer a Friend

Q. What is the Refer a Friend program?

A. You can refer friends and family to Airlift Express and earn free credits! Earn Rs. 200 in credits when your referred friend or family member completes their first order. The Rs. 200 you earn is saved in your wallet as Airlift Credits (ALCs). Visit the Refer a Friend tab in the app to learn more.

Q. What are Social Rewards?

A. Everytime your friends place an order, you earn reward points equivalent to 20% of the reward points they earn. For example: if your friend earns 100 reward points, you will earn 20 reward points which go directly to the Airlift Reward tab in your app.

About Airlift

Airlift Express is an online consumer delivery service that gets your groceries and household essentials to your doorstep in just 30 to 60 minutes! We believe ensuring safety in these unprecedented times is critical - with Airlift Express, we want our customers to have the facility of having everything they need delivered at their doorstep.

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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