DeelaMart Shipping and Delivery Policy

Oct 2, 2026 · @Kiff

1. Purpose and Scope

This Shipping and Delivery Policy explains how Orders placed on DeelaMart are delivered or collected, what delivery costs, how long it takes, and what happens when something goes wrong in transit. It applies to food, grocery and retail Orders from participating Merchants.

Orders are prepared by Merchants and delivered by independent Couriers or, where a Merchant has its own fleet, by the Merchant. This Policy works together with our Terms and Conditions, Refund Policy and Cancellation Policy, and does not limit any rights you have under Applicable Law.

2. Delivery Options

• On-demand delivery. Your Order is prepared and delivered as soon as possible. This is the default for most food and grocery Orders.
• Scheduled delivery. You choose a delivery date and time slot, subject to the Merchant's availability. See the Cancellation Policy for changes.
• Pickup. Where offered, you collect the Order from the Merchant. You pay no delivery fee and must collect within the stated time, and you may need to show your Order number or ID.
• Parcel shipping. Certain retail Merchants ship non-perishable goods through partner carriers to addresses within the stated service area. Delivery options, costs and carriers are shown at checkout.

The options available depend on the Merchant, your address and the Items in your basket.

3. Delivery Areas and Availability

Delivery is available only within the service zones shown in the app, which are defined by city, neighbourhood or distance from the Merchant. A Merchant appears only if your address falls inside its delivery radius.

We may adjust zones and hours for safety, demand, Courier availability, road conditions or legal reasons. Some areas, such as restricted facilities, unsafe locations or places without reliable access, may not be served. Merchant operating hours differ, and an Item or Merchant may be unavailable at certain times. Where parcel shipping is offered, delivery outside the stated area is not available.

4. Delivery Fees and Charges

All fees are shown at checkout before you pay. Amounts and rules may vary by Merchant, location and time.

Taxes are included or added where required by law. Fees are generally not refunded after delivery unless the Order was not delivered or the Refund Policy applies.

5. Estimated Delivery Times

Times below are typical estimates, not guarantees. The app shows a specific estimate for your Order and updates it as things change.

Estimates depend on preparation time, Courier availability, distance, traffic, weather and order volume. A delivery that runs late is dealt with under section 12.

6. Order Tracking and Communication

You can follow your Order in the app from acceptance through preparation, pickup and delivery, with live Courier location and an updated arrival estimate where available. We send notifications at key stages, and parcel shipments include a tracking number from the carrier.

Once a Courier is assigned, you may contact them through in-app chat or masked call, which protects both your numbers. Please keep your phone on and respond promptly. Use in-app support if you cannot reach the Courier or Merchant.

7. Delivery Address and Customer Responsibilities

You are responsible for giving a complete and accurate delivery address, including building, floor, unit, gate or landmark details, and a working phone number. You should also:

• Be available at the address and reachable during the delivery window.
• Provide access instructions, such as gate codes, security desk or intercom details.
• Confirm your pin location on the map, especially in areas with unclear addresses.
• Tell us promptly if you need to change the address. Address changes after the Order is accepted may not be possible, and where possible may carry an extra fee.

If an incorrect address or missing details cause failed or delayed delivery, you may still be charged under section 9.

8. Handover and Proof of Delivery

Couriers hand the Order directly to you, or to another person at your address who can reasonably receive it. If you choose leave at door or a contactless option, the Courier will place the Order at the stated spot, take a photo as proof of delivery and notify you.

We may require a PIN, code or ID check for high-value Orders, parcel shipping and age-restricted goods. Please give the correct code only to your Courier. Once an Order is handed over as instructed or confirmed by photo, the risk in the goods passes to you. If you did not receive the Order despite a delivery confirmation, report it within the limits in the Refund Policy and we will investigate.

9. Failed or Missed Deliveries

If a Courier cannot complete delivery, they will try to reach you through the app and by phone and will wait for up to [10] minutes at the address.

• If you are reachable after the wait, the Courier may re-attempt delivery, and an extra charge may apply.
• If you cannot be reached, or the address is wrong or inaccessible, the Order may be cancelled and treated as delivered. Food and perishable Items cannot be returned or resold, and you will not receive a refund.
• If delivery fails because of the Merchant, Courier or DeelaMart, you receive a full refund as set out in the Refund Policy.
• For parcel shipping, carriers usually make up to [2] delivery attempts before holding the parcel for collection or returning it to the Merchant. Redelivery and return costs may be charged to you where the failure was your doing.
• For pickup Orders, goods not collected within the stated time may be cancelled without refund.

10. Age-Restricted and Special Items

• Alcohol, tobacco and other restricted goods. Delivered only to eligible adults. The recipient must be present and show valid photo ID, and the Courier may refuse delivery if the recipient appears under age, intoxicated or cannot show ID. Such goods are never left at a door.
• Pharmaceutical and regulated products. Delivered only where the Merchant is licensed and where the law allows, and may require a valid prescription or ID.
• Bulky, heavy or fragile Items. May need special delivery arrangements, extra fees, or a suitable vehicle, and may not be available through all Couriers.
• High-value Items. May require signature, PIN or ID on delivery.
• Prohibited Items. Illegal, dangerous or restricted goods cannot be ordered or delivered through the Platform.

11. Packaging, Food Safety and Temperature Control

Merchants must pack Orders securely, using clean, tamper-evident and appropriate packaging, seal bags and separate hot, cold and raw items. Couriers must carry food in clean, insulated or suitable bags, keep Orders upright, avoid delay between pickup and delivery, and never open, tamper with or consume any part of an Order.

Hot food should arrive hot and cold or frozen goods should stay cold. Please check your Order on delivery, and if packaging looks open or damaged, or an Item seems unsafe, do not consume it and report it straight away in the app.

12. Late, Damaged or Lost Orders

Late Orders. If your Order arrives significantly later than the final estimate, you may be eligible for a partial refund of fees or a credit under the Refund Policy.

Damaged or tampered Orders. Report damaged, spilled or opened Orders within the limits in the Refund Policy, with photos where possible. We will review the claim and, if justified, refund or replace the affected Items.

Lost or undelivered Orders. If an Order is missing, report it promptly. We will investigate with the Merchant and Courier and refund you in full where the Order was not delivered.

Parcel shipments. Parcels lost or damaged in transit are handled with the Merchant and carrier, and you may be asked for photos and packaging. Claims should be made within [7] days of the delivery date, or the expected date if it did not arrive.

Full remedies are set out in our Refund Policy.

13. Delays and Events Beyond Our Control

Delivery may be delayed, limited or suspended by events outside our reasonable control, such as severe weather, floods, road closures, accidents, protests, strikes, fuel shortages, power or network outages, public emergencies, government action or security risks.

We will tell you where we can and may extend estimates, pause service in affected areas or cancel the Order with a full refund. We are not liable for delays caused by these events, except where the law says otherwise.

14. Courier Standards and Safety

Couriers must follow traffic laws, drive or ride safely, wear required safety gear, carry valid documents and insurance, and treat Customers and Merchants with courtesy. They must not deliver while impaired.

Safety comes before speed. Couriers are never required to take unsafe risks to meet a delivery estimate, and Customers should not pressure them to do so. Couriers may decline or stop a delivery if they feel unsafe, and Customers should provide clear access and safe drop-off spots. Report any unsafe or inappropriate behaviour by a Courier through the app.

15. Changes to This Policy and Contact

Changes. We may update this Policy and will post the new version with its effective date. Changes apply to Orders placed after that date.

Contact. DeelaMart Customer Support: support@deelamart.shop, 08160959418, in-app Help Centre. Registered address: Deela Harvest Limited, 87 Idua Road, Eket, Akwa Ibom State.