For your convenience, we will make every attempt to deliver within a reasonable delivery window. In the event that there is a delay, you will be notified as much in advance as possible. Ultimately, the delivery windows are a guide and we are not bound to deliver within the stipulated windows. What we do guarantee is that your order will be delivered within 24 hours from the time the item is ordered. Items ordered beyond 4:00pm will be delivered the next day.
While processing your order, we may need to contact you to discuss the availability of items in your order and any suggested replacements. We require your response within 15 minutes of receiving emails or phone calls about any replacements in your order, otherwise, we may deliver only the actual items ordered without including any suggested replacements. Once an order has been dispatched, other communication may be by phone call, so we require you to have your phone readily available.
We always endeavour to deliver your order directly to your doorstep, however if access to your location is limited due to a dilapidated road, flooding, road blocks, civil unrest or any other encumbrances, then we will require you to notify us in advance and also to meet the delivery driver at a convenient and more accessible location. Failure to notify us of any such issues may result in a delay and/or rescheduling of your delivery or a cancellation of your order.
Our delivery drivers are very happy to carry your order to your doorstep and even into your home, if you want them to. If your building has an elevator, the drivers will bring the order to any floor you’re on. If, however, the building has no elevator, the highest floor the drivers will walk up to is the 4th floor (assuming the ground floor is the 1st floor). Also, if your order contains large and/or heavy individual items such as water refill bottles, the driver will only walk up to the 2nd floor (assuming the ground floor is the 1st floor) if the building has no elevator.
In order to enable our delivery drivers’ effect timely deliveries, they are mandated to wait for a maximum of 5 minutes for each customer to receive their orders from them. After contacting a customer and the customer is either unresponsive or fails to show up after 5 minutes, the driver will leave your address. If you are unreachable at the point of delivery, your order may be rescheduled at an additional cost. We will accept no liability for perishable or other items that are damaged due to the wait time. If you wish to assign another recipient for your items due to your unavailability, kindly notify us and please note that we will require a means of ID from the assigned recipient. Your assigned recipient must take responsibility to confirm a complete and intact delivery.