Help & FAQ

Open "Send a parcel", choose the type (delivery, pickup, booking or receiving), add your products and the recipient, pick the destination, and confirm. You can send to several recipients in one booking.

Use the Track page with your PCL tracking code — it works without signing in. Signed in, you can also review a delivered parcel or request a return from the same page.

Cash, bank cheques, gold and precious stones, illegal drugs, alcohol, firearms, ammunition, explosives, corrosive chemicals, decomposing organic matter and live animals. A rider or hub agent may open or refuse a parcel they suspect breaks this rule.

Standard parcels are covered up to ৳2,000. For anything worth more, add Cargo Protection Premium at checkout and verified losses are covered up to ৳50,000. Raise it with your hub and the audit team will check the custody trail.

The rider collects the item's price in cash when they deliver. Verified customers pay a lower COD service rate than unverified ones.

Yes — set a date in the booking form. Leave it empty and we handle it as soon as we can.

Browse "Food & Shops", add items to your cart from a single vendor, and check out.

Not once the kitchen has accepted it. Orders go straight through so the food can be cooked fresh, and from that moment it cannot be cancelled or refunded for a change of mind. You can watch the rider's progress on the tracking screen.

Photograph the food and the packaging straight away and raise a dispute in the app within an hour of delivery. If the seal was broken, more than 30% has spilled, or an item is missing or wrong, you get a refund of that value or a free priority replacement.

Check fresh things — meat, fish, milk, eggs, vegetables — while the rider is still at your door, and hand anything damaged straight back for an instant return. For packaged goods you have 6 hours to raise a claim with photos.

Stock at your local sub-hub changes in real time. If something sells out as your order is processed we remove it, refund that part to your wallet immediately, and deliver the rest rather than delay everything.

Yes. Save addresses under Account → Addresses and pick one at checkout or when booking a parcel.

Yes. The base diagnostic fee quoted in the app covers the technician's travel and the work of finding the fault, and it is due even if you decide not to have the repair done.

Pacco warrants the labour for 3 days, and if the identical fault returns within 7 days we send a technician back to fix it free of charge. Open a support ticket and it is treated as a priority.

Bring your NID, student card or birth certificate to your local Pacco hub. Verified customers get a cheaper COD rate.

On your profile, add an email and tap "Verify email". We send a code; enter it to confirm.

Your mobile number is your sign-in identity, so a hub changes it for you — just ask at your local hub.

Cash on delivery today. Mobile wallet, card and bank options are on the way.

Accounts carry a rolling cash-on-delivery limit of ৳20,000 in outstanding undelivered orders, to keep the amount a rider is carrying safe. Once those orders are delivered and paid, the option comes back.

Track a delivered parcel while signed in and use "Request return/refund". Your hub reviews the request and gets in touch.

Straight away into your Pacco wallet. To bKash or Nagad it is usually 2–3 business days, and to a card 5–7 bank working days. Cash-on-delivery refunds reach your wallet or mobile money within 24–48 hours.

Write to privacy@pacco.com.bd. We act within 14 business days, though records tied to an unpaid balance, an open dispute or a legal obligation are kept for as long as the law requires.