Shipping Policy
At KapuHub, we are committed to delivering your orders safely, efficiently, and on time. This Shipping Policy explains how deliveries are handled across our platform for food, groceries, pharmacy products, retail items, and parcel services.
By placing an order through KapuHub, you agree to the terms outlined in this Shipping Policy.
Delivery Areas
KapuHub currently delivers within selected service areas. Delivery availability depends on your location and the operational coverage of our merchants and delivery partners.
Customers can verify service availability by entering their delivery address within the KapuHub app or website.
Order Processing
Once your order is confirmed:
- The merchant prepares your order.
- A delivery partner is assigned.
- You will receive updates on your order status.
- Estimated delivery times will be displayed before checkout.
Processing times may vary depending on the merchant, product availability, order volume, and time of day.
Delivery Time
Estimated delivery times vary depending on:
- Delivery location
- Merchant preparation time
- Traffic conditions
- Weather conditions
- Order volume
- Availability of delivery partners
While we strive to deliver orders within the estimated timeframe, delays may occasionally occur due to circumstances beyond our control.
Delivery Charges
Delivery fees are calculated based on factors including:
- Delivery distance
- Order value
- Delivery zone
- Applicable promotions
- Peak demand periods
The final delivery charge will be displayed before you confirm your order.
Food & Grocery Deliveries
Food and grocery orders are prepared fresh by our merchant partners and delivered as quickly as possible to maintain quality.
Customers are encouraged to be available at the delivery location to ensure prompt handover.
Pharmacy Deliveries
Pharmacy orders are carefully handled to ensure product quality and safety during transportation.
Certain medicines or regulated products may require identity verification or additional confirmation upon delivery, where required by law.
Shop Deliveries
Retail items may have different delivery times depending on the merchant, product availability, and shipping requirements.
Some products may be shipped directly by the merchant or fulfilled through KapuHub delivery partners.
Parcel Delivery
KapuHub provides secure parcel delivery for eligible packages.
Customers must ensure that:
- Parcel information is accurate.
- Recipient details are correct.
- Parcels comply with size, weight, and prohibited item restrictions.
KapuHub reserves the right to refuse transportation of prohibited or unsafe items.
Delivery Attempts
If the recipient is unavailable during delivery:
- The delivery partner may attempt to contact the customer.
- A second delivery attempt may be made where applicable.
- Additional delivery charges may apply for repeated delivery attempts.
Orders that cannot be delivered due to incorrect information or customer unavailability may be cancelled in accordance with our Cancellation Policy.
Order Tracking
Customers can track the status of their orders in real time through the KapuHub app or website, from order confirmation until successful delivery.
Damaged or Missing Items
If you receive a damaged, incorrect, or incomplete order, please report the issue through the KapuHub app or contact Customer Support as soon as possible.
Our team will investigate the matter and, where appropriate, provide a replacement, refund, or other suitable resolution in accordance with our Refund Policy.
Customer Responsibilities
To ensure successful delivery, customers are responsible for:
- Providing accurate delivery information.
- Keeping their contact details up to date.
- Being available to receive the order.
- Inspecting the order upon delivery and reporting any issues promptly.
Contact Us
If you have any questions regarding shipping or delivery, please contact KapuHub Customer Support through our website or mobile application. Our team is always ready to assist you and ensure a smooth delivery experience.