Delivery & Pickup Policy

Published 8 September 2026

How Pacco moves your parcels, food and orders across greater Jashore — the routes, the timings, and what happens at your door.

1. How your delivery is routed

Pacco runs a hub-and-spoke network. An order takes one of two paths.

Local dispatch. For anything perishable — restaurant meals, home kitchens, foodcarts and instant Pacco Mall groceries — the rider collects from the merchant or the local union sub-hub and brings it straight to your pinned address, without passing through a sorting hub.

Multi-tier courier. For parcels between people, and for non-perishable Mall goods, the package travels: sender → origin union sub-hub → central upazila hub → destination union sub-hub → last-mile rider → you.

2. How long it takes

Times are estimates. Traffic, how quickly a merchant prepares your order, and the weather all move them.

3. At your door — and the ten-minute rule

Drop your pin accurately. Pacco is not liable for a late or misrouted delivery caused by an incorrect map pin or premises a rider cannot get into.

A rider waits ten minutes. When they arrive they will alert you in the app and call you up to three times. They wait a maximum of ten minutes.

If nobody answers, the order is marked undeliverable.

• Perishable items — food and groceries — are discarded. The bill still stands and no refund is issued.
• Parcels and non-perishables go back to the nearest union sub-hub. A ৳50 re-delivery charge applies to arrange another attempt.

4. Handing it over safely

A one-time code. For parcels, gadget repairs and high-value orders, the rider will not release the package until you read out the six-digit code sent to your registered number when they arrive.

Cash on delivery. A rider may not hand anything over before collecting the full invoice in cash. Your account carries a rolling COD credit limit of ৳5,000: if your outstanding undelivered orders reach it, the app stops offering cash on delivery until those deliveries are completed and paid for.

No-contact delivery. Choose it at checkout and you pay in full digitally — bKash, Nagad or card. The rider leaves the package in your safe spot, uploads a photograph, and tells you from a distance.

5. Sending a parcel

Pack it properly. Fragile things need bubble wrap or a cushioned box. A rider may refuse a parcel at the door if it is likely to leak or break in transit.

Declare it honestly. Say what is inside and what it is worth. Misdeclaring to dodge these terms or to hide something is a breach of the platform's rules.

Never send these. Cash, bank cheques, precious jewellery, narcotics, explosives, weapons, toxic chemicals, or unprescribed medicines. If a hub agent or rider finds contraband in a package, Pacco will freeze the sender's account, hand the items to law enforcement, and provide the sender's identity and location history to investigators.

6. Bad weather

During heavy monsoon rain, flooding or storms, delivery times are extended across the affected upazilas.

Pacco may also switch on a rain surcharge of up to ৳20 at checkout. That money goes to the rider making that delivery, in full.

7. Changes to this policy

Pacco may update this policy as logistics, local rules or national transport regulations change. Continuing to use the app after an update means you accept the revised policy.

By registering an account and confirming any pickup or delivery, you confirm that you have read and agreed to the rules set out here.