How can I view discount offers?
You can select the promotions tab to view all our existing offers which consists of web exclusive offers, supplier related offers and voucher codes running for its customers.
How to make an account?
To register on our website, please go to “Your Account” and select “Register”. Enter your information and click on submit. You will then receive an account activation email.
How to reset my password?
On the login screen, select “Forgot Password?” and enter your email. Click on “Send” and you will receive an email with a link to reset your password.
What should I do if I don’t get the OTP or verification code when signing up?
In case you don't receive the OTP when signing up, please contact us via Live Chat, Email, or call us at 042 111 63876 (METRO). We will facilitate you accordingly.
How can I login if I don't have a Metro account?
If you don't have a Metro Account, you can sign up via your Facebook or Google Account.
What should I do if my Metro app is not working?
If your Metro App is not working, here are some steps you can take to resolve It:
Update your Metro App.
Clear the cache of your Metro app from the setting of your phone.
Reinstall the app.
Check if your network is working.
If you still need help, you can live chat with us.
How to change account details?
Once logged in, hover on “Your Account” and select “My Profile”. Click on “Account Information” and all your account details will now be visible and can be changed.
How to change delivery location?
When checking out, you will be taken to the “Delivery/Pickup Details” screen. You will be able to add an additional billing address by selecting the “Bill to different address” checkbox and then entering your new details below.
How to make a shopping list?
When viewing any product, select the “Save to Shopping List” option which is located just above the “Add to Cart” button. You can select an existing list or create a new one. To view your shopping list, hover on “Your Account” and select “My Shopping List”.
How to redeem a gift voucher?
You can redeem a gift voucher when checking out. Once on the payment screen, you can enter your voucher number and get the discount added to your purchase.
Can I call Metro to place an order?
Our customer service agents are not allowed to place an order on your behalf. However, they can guide you on how to place an order in an easy way. Placing an order on Metro app is quite simple, and we'd love for you to give this a try! Simply sign up for an account, choose what you want, and pay.
How do I checkout?
When you've finished shopping, select the 'Check out' button in the basket area. Make sure your delivery address details are correct and select the delivery time you prefer. At checkout, you can review all the products you've bought by clicking on the 'View full basket' button. At this point, you can amend any of the details in your basket, such as quantities. Then, check through the rest of your delivery details, and select 'Proceed to payment' button. Lastly, fill in your payment details and select 'Confirm your order' button.
How do I add a note to order?
You can advise your Personal Shopper what to do if any of your products are unavailable and what to pick as a substitute. Move onto the “Order Preview” tab after adding your delivery details and fill in the comment box.
How can I add or remove the number of products from my basket?
The easiest way to adjust the number of items is by clicking the 'View full basket' button on the right of the screen. If you're using our mobile app then just tap the basket icon on the top right corner. This will display all the items you have in your basket and their quantities. Find the product you want to adjust and click the increase (+) or decrease (-) buttons to change the amounts in your basket.
Are the prices on the website and mobile app the same as in-store prices?
We aim to always show the same prices online as we do in store. Although there may sometimes be discrepancies due to the promotions shown online which have not been implemented in store.
How do I place an order?
You can order easily through our website or mobile application. Once you’ve found the product you need, you can add it to cart, login and go through the ordering process. After the order has been placed, you’ll receive order details on your email as well as your provided phone number.
How to book a slot?
On the “Delivery/Pickup Details” screen, select between “Home Delivery” and “Self-Pick Up”. Once done, you will now be able to select a day and a time slot for that day.
What is the minimum order limit?
There is no minimum order limit.
How will I receive confirmation for my order?
You will receive a system generated email on your registered email address with details of your order, mode of payment, and shipping details.
How will I receive the physical receipt for my order?
Our representative will provide you with a physical invoice alongside your order during delivery.
How do I cancel an order?
You can cancel or change any of your current orders before shipping when you get the confirmation call from our call center. Alternatively, you can call our Customer Services department at 042 111 63876 (METRO). Please note that orders cannot be edited or cancelled by email.
How do I check the order status?
You can check your order status by clicking on the “Track my Order” tab and entering your order ID in the box provided. The ordering ID is given to you on your receipt and in the confirmation email you receive. You can also call our Customer Services department at 042 111 63876 (METRO) to check your order status.
When will my order reach me?
You can select your desired date when you want your order and the time slot too. Our grocery delivery time slot is from 10:00am to 8:00pm. For further assistance, you can contact our Customer Services Department at 042 111 63876 (METRO).
What do I do in case of a delayed order?
You can reach out to us by calling our Customer Services department at 042 111 63876 (METRO) to inquire about your delayed order, or fill out our feedback form available under the “Contact Us” tab.
How is quality ensured at Metro Pakistan Pvt Limited?
METRO takes the initiative to train producers on international quality standards. Through maintaining a cold chain and stringent quality checks, our quality department ensures that you always get top quality products.
Will my order be delivered to a particular floor of my building?
We will deliver your order to the main entrance of the delivery address. At your request, our rider may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if: a. the driver has your permission and b. our driver believes that it is safe and practical to do as you request.
What happens if no one accepts the order delivered at the given address?
If we attempt to deliver your order to the delivery address as arranged with you but there is nobody at the delivery address to accept your order, the driver will leave notification of attempted delivery and you will need to contact our Customer Service Centre at 042 111 63876 (METRO) to re-arrange delivery.
What is the minimum basket charge?
Minimum Basket Charge means the Rs. 99 charge we apply to all orders placed on our online or mobile Grocery shops with a Basket Value which is lower than the Minimum Basket Value which is PKR 2,000.
Will my minimum basket charge also get refunded?
If we apply a Minimum Basket Charge to your shop, and we give you a refund for your entire order, we will also refund the Minimum Basket Charge. However, we will not refund the Minimum Basket Charge if only some of the items from your order are refunded.
Does metro offer free delivery?
Metro Pakistan Pvt Limited offers free delivery on all orders above PKR 2,000.
What is express delivery?
Metro Pakistan facilitates you with the fast delivery service, Express Delivery. It is a service that allows you to get your order delivered within the same day.
If I order through express delivery, what will be the shipping charges?
You will be charged PKR 49 if you avail the express delivery option.
What should I do if my order status shows delivered but I have not received the package?
If you have a scheduled delivery and the tracking details show your package was delivered, but you can't locate it, contact our Customer Services Department at 042 111 63876 (METRO).
What should I do if the order received has missed items?
In case of missed items, you can contact our Customer Services Department at 042 111 63876 (METRO) or fill out our feedback form https://metro-online.pk/feedback.
Will somebody contact me before delivering the package to my location?
Our rider may reach out to you if he needs clarity on the delivery location or needs to confirm the availability before delivering the order.
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