Can I access SmartValuez app from multiple devices?
Yes, you can access the SmartValuez app from multiple devices.
How to subscribe SmartValuez Newsletters?
To Subscribe to the Newsletter of SmartValuez, you need to follow the below simple steps on the SmartValuez Website:
Log in to your Account
Tap your name at the top right corner
Click Manage My Account
Click Subscribe from our Newsletter under the Personal Profile section
Read SmartValuez Privacy Policy
If you agree to the policy, click Subscribe
How can I provide suggestions and feedback?
SmartValuez always values the voice of customers and we always welcome your suggestions and feedback. These suggestions and feedback help us to improve our services.
If you have any suggestions or feedback related to our services, application, website, policies, etc then you can email us at customer.care@SmartValuez.pk or you can contact us on Live Chat.
What should I do if I am unable to access SmartValuez Website or App?
Although we strive for perfection at SmartValuez, users may experience bugs and technical issues from time to time. Kindly refer to the guide below for basic troubleshooting steps:
*Note: These steps are to be attempted individually.
1-Technical Issues on SmartValuez via Web Browser
- Clear web browser caches
Ctrl+H > Left top “Clear browsing data” > Clear Cache
- Try to use different web browsers (e.g Chrome, Firefox, Opera, Safari, etc.)
2- Technical Issues on SmartValuez via SmartValuez Application
- Clear cache on your SmartValuez App by following the below steps:
Account > Settings > General > Clear Cache
- Exit the app, clear from recent applications, and try opening the app again
- Uninstall and reinstall the app if the above methods did not work
How does SmartValuez protect the customer’s data?
The Privacy Policy at SmartValuez can help you with the following concerns:
How we collect, use, and (under certain conditions) disclose your personal information
The steps we have taken to secure your personal information
The Privacy Policy explains your options regarding the collection, use, and disclosure of your personal information.
Please visit the Privacy & Confidentiality to learn more
What safety measures can I take on SmartValuez to avoid being hacked or scammed?
We are focused on ensuring that no incidents of fraud and scams take place. Please reach out to us via live chat if you come across any suspicious activity related to SmartValuez.
Fraudulent activities can include:
- Messages received on WhatsApp from sellers claiming to be a part of our SmartValuez seller community
- Facebook pages that claim to be associated with our platform and selling SmartValuez products
- Orders not packed in the packaging of SmartValuez
- Delivery agents acting to be DEX Heroes
- Individuals representing SmartValuez Customer Service Agents and asking for bank account details.
- Other websites that are similar in name to SmartValuez.pk
I believe someone has logged in to my account and placed the order, what should I do?
It is highly advisable to not share your Login Credentials with anyone. If you feel that someone has logged into your account and placed the order, please reach out to us via Live Chat between 09:00 AM to 05:00 PM. The Issue Resolution team will look into it and facilitate you accordingly.
How would I know if my order has been confirmed?
Upon the order confirmation, please expect Notification via any of the below channels:
Push Notification on the app
If it requires manual confirmation, our team will contact you via call within 24 hours after order placement and if you have used any cooperate voucher then it will take 72 hours.
How to add or remove the item(s) in the cart?
To add the quantity of an item,
Main Page > Quantity > Add to Cart
Choose the count of the item you wish to purchase.
To remove an item from your shopping cart, please follow these steps:
Cart > Selected item > Delete
How do I place an order on SmartValuez?
Shopping on SmartValuez is super easy but first, register your SmartValuez account in order to purchase from SmartValuez.
Please refer to the Gif below for instructions on how to place an order:
I am unable to add the selected item to cart, why is this happening?
If you are having trouble placing or adding products to your cart, please make sure that you have made all relevant Sizes and Color selections.
If the problem still exists, this may mean that the item you are trying to buy is Sold Out.
There might be some technical issues you can contact us on Live Chat our Care Champ will assist you better.
Can I call SmartValuez to place an order?
Yes, you can place order by calling our sales number 0344 0700
I got a notification stating my order has been cancelled. What do I do now?
To know the reason for Cancellation, click the Notification that you have received.
For more details on cancellation, click Account, and select Cancellation. You will be redirected to a page where you can view your canceled order. Click on the order that you want to check. The details and reason for the cancellation will be stated there.
NOTE: For COD orders, you need to re-order, and for prepaid orders check the Refund Article.
How do I “Review” my product?
After receiving the parcel, you may Review the product(s) based on your satisfaction level.
You can rate products with stars like these!
Five Stars – I Love it ★★★★★
Four Stars – I Like It ★★★★
Three Stars – It’s OK ★★★
Two Stars – I Don’t Like It ★★
One star – I hate It ★
Reviewing product(s) is easy.
What do the different order statuses in ‘My Order’ mean?
Processing: Your order has been entered in the order pool of SmartValuez. Once confirmed by the seller, it will be delivered within a given timeline.
Shipped: Your order has been received from the seller and is on its way via courier. It will be delivered to you as per the standard delivery time. You may track your order from your SmartValuez App, Account > View All > Track Package.
Delivered: Your order has been delivered to you.
Canceled: Your order has been marked canceled. The details and reason for the cancellation will be stated once you click the Cancellation Notification.
How to cancel the order?
In order to cancel any order please follow the steps below in the gif:
NOTE: SmartValuez’s cancellation policy states that you can cancel your order from your SmartValuez account before the order is shipped out from SmartValuez’s warehouse or has been dispatched by the seller. If your order is already on its way to be shipped, you can contact us on live chat from 09:00 AM to 5:00 PM.
For prepaid orders, we will refund your amount as per our Refund Policy.
What is SmartValuez’s order cancellation policy?
Canceling your orders on SmartValuez is easy and hassle-free. SmartValuez’s cancellation policy states that you can cancel your order from your SmartValuez account before the order is shipped out from SmartValuez’s warehouse or has been dispatched by the seller.
If your order is already on its way to being shipped, you can contact us on the Live Chat from 09:00 AM to 05:00 PM and we will facilitate your order cancelation request.
Can I cancel the order and reorder using a voucher?
The types of vouchers determine how it can be used once it has been applied to an order. Some vouchers can be used multiple times, while others are only valid once.
To know more about the nature of the voucher and its application, contact us on the Live Chat between 09:00 AM to 05:00 PM.
Can I cancel the order and reorder using a voucher?
The types of vouchers determine how it can be used once it has been applied to an order. Some vouchers can be used multiple times, while others are only valid once.
To know more about the nature of the voucher and its application, contact us on the Live Chat between 09:00 AM to 05:00 PM.
Can I open and check the parcel before receiving and paying the rider?
Unfortunately, the open box delivery at SmartValuez is not allowed. You need to receive the parcel and pay the rider. After unwrapping the package, if you face any issue then you may return it to SmartValuez.
You can know more by visiting the Return Policy of SmartValuez.
Does SmartValuez deliver all over Pakistan?
Yes, SmartValuez delivers all over Pakistan.
We deliver through our own logistics (DEX) and also through our logistic partners (TCS, BlueEx,)
Can I change my shipping address after my order is placed?
Unfortunately, NO changes can be made once the order is placed. If your order is in the “Processing” stage, please cancel it and place a new order with the updated details. If your order is shipped, you can contact our care champ (Live Chat) for better assistance.
Although, you can update your personal details in your account before placing an order through:
Setting > Account information > Update information > Save
What are the delivery charges?
Shipping fees are the charges received by SmartValuez to ship items to a buyer. For every order that is delivered, SmartValuez charges a certain amount from the customer as the shipping fee. However if the actual shipping fee is different than the estimated shipping fee due to incorrect weight or dimensions, then the seller might be penalized with the difference in amount.
Shipping Fee is calculated according to either the physical weight of the product or the volumetric weight of the product, whichever is greater, however, shipping fee also varies based on seller-origin city, customer’s destination city and delivery type (express or standard).
Sum of physical weights of all items
Sum of height of all items
Max of width of all items
Max of length of all items
then chargeable weight from the same formula
How can I get the number of rider?
Unfortunately, we do not provide the number of our DEX Delivery Heroes. However, our Delivery Hero may get in touch with you to confirm your exact location once the order status changes to “Shipped”.
Note: If your tracking is with one of our delivery partners, you may check the exact location of your package on their courier partner’s website. You can also call the courier’s helpline numbers listed below:
TCS: + 92 21-111-123-456
I missed my package delivery, what should I do now?
Have you missed delivery for any reason? No problem! We will make every effort to deliver your item in the next business day. Three attempts will be made to deliver it before it is canceled.
Note: Delivery attempts will not be made if the order has been refused from your side.
Which couriers does SmartValuez deliver through?
SmartValuez delivers through our own logistics SmartValuez Express(DEX) and also through our logistic partners ((TCS, Blue-Ex, M&P ))
Why do I need to provide CNIC at the time of order delivery?
If your order is prepaid, the rider will ask for your CNIC copy to make sure the order has been delivered to the right person. The CNIC is taken as the proof of delivery to keep the record of the person who has received the order.
How do I track my order?
To track your order, please refer to the steps below:
Furthermore, if your tracking number belongs to a 3pl courier partner (mentioned below) then you can track your order on their relevant courier portal.
TCS
I have a complaint about the courier executive who came to deliver my order, who should I reach out?
SmartValuez strives to ensure that customers enjoy the ultimate shopping experience on the platform, and reap the benefits of online shopping while experiencing true customer delight.
Our teams are working round the clock to ensure that your experience is as good as it could be, and really appreciate you for visiting the Help Center. Feel free to contact our Care Champ (Live Chat) between 09:00 AM to 05:00 PM. and we’d be happy to assist you. We have dedicated a team member to follow up with our Delivery Partner with regards to the concern with the rider.
My order delivery has been failed, what should I do?
Ensure that you have mentioned the correct address and contact number, so our delivery hero could reach you easily. In case if you have missed the delivery or our delivery hero couldn’t reach you, 3 attempts will be made to deliver your order. If you have missed the first attempt, don’t worry 2 more attempts will be made to deliver your parcel.
Following are the reasons for the failed delivery:
Customer not available: Our Delivery Hero has not been able to get in touch with the customer.
Wrong Address / Phone Number: While placing an order, the customer has entered the incorrect address or phone number.
If no attempt was made to deliver your order and it has been marked as “Failed Delivery,” you can contact our Care Champs (Live Chat) from 9:00 AM to 05:00 PM to lodge the complaint so your concern can be highlighted to the relevant department.
What are the common reasons for delay?
The most common reasons for delivery delays are:
Seller Sourcing Issues: The seller could take longer than expected time to fulfill your order.
Courier service delay: Either DEX or one of our 3PL partners takes a longer than expected time to deliver your order.
Cross Border shipment delay: Due to Air Transportation or custom delays, your Cross Border order may take longer than usual to be delivered.
Customer not available: Our Delivery Hero has not been able to get in touch with the customer.
Wrong Address / Phone Number: While placing an order the customer has entered an incorrect address or phone number, leading to late delivery.
Extreme Weather: The weather conditions of the destined city may be rough, for example, heavy rainfall, smog, landslide, etc. which may result in a delivery hold-up.
Law and Order conditions: Due to religious procession, lockdowns, strike issues resulting in route blocking, you may receive your package after the promised time.
Note: In case of delay, you can also contact our Care Champs (Live Chat) from 9:00 AM to 5:00 PM so your issue can be escalated to the relevant department.
What payment options are available at SmartValuez?
We have the following payment methods through which you can make a payment:
Credit/Debit Card (VISA/MasterCard/UnionPay)
JazzCash Mobile Account
COD ((Cash on Delivery) COD is for specific items & Cities)
Why was my amount deducted from my account but my order was cancelled?
If you had paid for your order and it has been marked as canceled you can check the cancellation reason fromMy Cancellation, Once you checked it then kindly contact our Care Champ with the following details:
Screenshot of transaction message ( a message that indicated the amount deduction)
Payment details:
if you had paid using the Credit/Debit card then your bank’s name and your card’s first 6 and last 4 digits are required.
If you had paid using Easypaisa/Jazzcash the kindly provide your account number.
Note: the details are required so your refund request can be initiated. Also, note that SmartValuez takes complete responsibility to keep your information confidential.
After you have provided all the details, the request is forwarded to the payments team to check the payment.
Once the refund has been issued, you may refer to the following timelines:
Why am I required to share my payment details and CNIC?
Incase, if you are facing any error while making the payment, we need your payment details and CNIC to ensure that your credentials are not being misused and the details are used by the real owner.
To make sure that the details are used by the actual/authentic user, the following details are required:
- For card Debit/Credit:
A picture of your CNIC
Picture of your Credit/Debit card with the following details only:
Card holder’s name
First 6 digits of the card number
Last 4 digits of the card number
- For Easypaisa/JazzCash:
A picture of your CNIC
Easypaisa/JazzCash Account number
- For HBL Direct:
A picture of your CNIC
Bank Account number
Note: Only the front of the card with the above-mentioned details is required.
How to add/ remove card details?
To add the card details, you need to click on Toggle Button next to the Save Card option on the payment page.
Please follow the below simple steps on the product page:
Add to Cart / Buy Now > Check Out > Proceed to Pay > Select Credit / Debit Card > Enter Card Details > Save Card
To remove the card details, you need to click on the Dustbin option next to your account/card number on the payment page.
Please follow the below simple steps:
Click Account > Manage My Account > My Payment Option > Click the Delete
What should I check when making online payment at SmartValuez?
Please keep the following information in mind when making an online payment at SmartValuez:
Contact details
Account details
Card number
Expiry Date of the card
CVV code of the card
NOTE: Make sure you enter the received One Time Password (OTP) before it expire
I am getting Risk Scanning Error, what should I do?
You may face “Transaction declined by risk scanning” while placing any prepaid order and this is to prevent fraud or fake transactions. Below are the reasons that cause fake/fraudulent transactions.
One debit/credit card is being used on multiple accounts
An order doesn’t match customer behavior (e.g. very large value order placed)
Multiple high-value orders are being placed.
Change in customer’s IP address (foreign IP address)
Use of Foreign Bank Card
When can I return my item?
To return the item(s), note the following points:
You can initiate the return request for SmartValuez products within 14 days after receiving the order.
You can initiate the return request once the order status has been updated to “Delivered”. If the order has been delivered and the status has not updated, it will be updated within 24-48 hours. The return window will only begin when the status has been updated.
You can return the item(s) if:
Item is damaged, defective, or expired
Item is incorrect, counterfeit or not as advertised
Item is of incorrect size or does not fit you
Item, freebie, or accessory is missing
You changed your mind
Your item is eligible for a return for “Change of Mind” if it falls in any of the following categories
How should I pack the items for return?
All returns should be packed as per the following instructions:
Fashion products should be unworn, unwashed, and unaltered; these products can only be tried on to see if they fit.
Pack all the items received with the order i.e. free gifts, warranties, tags, labels, manuals or any other accessories. (if applicable).
The product must be returned in original and undamaged manufacturer packaging. Do not put tape or stickers on the manufacturer’s box.
If SmartValuez packaging has been damaged, wrap the product in another layer of external packaging like plastic to avoid damage to the parcel during transportation.
The product must be in the same condition as received.
Once you have packed your items, you can either choose to drop off or get your item picked up.
Note: Pack your items according to their respective return tracking number. Items with different tracking numbers must not be packed together.
Do I have to pay for my return?
Returning an item is free, regardless of whether you choose “Pick-up” or “Drop-off.”
How can I track my return?
To track your return order, follow the steps given below:
To track your return on TCS you can paste your return tracking number on the TCS Tracking Page website or call their UAN: (021) 111-123-456.
How long is the return process?
Once the return request has been initiated, and your item has been picked up or dropped off, it takes 6-10 business days for the return process to be completed.
You may refer to the image to have a better understanding of the Return Process.
How long is the quality evaluation process?
Our team checks these item(s) received from you to verify the issue highlighted in your return claim.
The refund will only be issued if your return claim has been deemed valid. You will be notified via notification once your refund has been processed.
If it is an invalid return, the product will be sent back to you and you will be informed of the reason for return rejection.
Note: If your amount has been refunded it will reflect in your respective account as per your Payment method.
Does SmartValuez refund shipping fee?
The shipping fee is refunded along with the amount paid for your returned or canceled product. You will be refunded in the following cases:
If the order is canceled.
If the order delivery attempt is Failed by the courier.
If the item is refunded for the below reasons:
1- Damaged, defective
2- Expired item
3- Incorrect
4- Not as advertised
5- Counterfeit item
6- Incorrect size
7- Missing items
8- Freebies or accessories
9- Change of mind (if applicable).
You can check our Return Policy for more information.
What is SmartValuez’s refund policy?
The amount is refunded in the following scenarios:
Refund against Return orders: the refund is processed if your return claim is deemed valid.
Refund against Cancelled orders: Refund is automatically triggered once the cancellation has been successfully processed.
Failed Delivery: In case of a failed delivery, It takes 10 working days to return the item to the seller. Once the item is delivered to the seller then your order status will get updated as “Refunded” and you will follow the below refund timeline.
What are the conditions for a voucher refund?
Your vouchers will be refunded in 48-72 hours in case of the following scenarios:
System side cancellation
Sourcing delay
Failed delivery
Refunded orders
In case of partial cancellation of the order, you can contact our Care Champ (Live Chat) from 9:00 AM to 05:00 PM Vouchers are non-refundable in case of:
If the order was cancelled from the customer side.
Promotional vouchers
Campaign vouchers
Note: If complete order has been cancelled while being processed, then your voucher will be refunded in 24 hours.
Why is the status ’Refunded’ when my money hasn’t been credited?
The payment method you select at the time of purchase determines the refund timeline for your return. Click Here to see the refund timelines for your payment method.
Please contact our Care Champs (Live Chat) for proof of refund if your refund has not been processed within the refund timelines specified by your payment method. We are always willing to help.
When will I get my refund?
Following the completion of the return process, below is the refund timeline once your status will be ‘Refunded’