Shipping & Delivery Policy

Unlike traditional e-commerce platforms, The Delivery specializes in fast, on-demand local logistics. We connect you with a network of independent delivery drivers to bring you fresh food, groceries, pharmacy items, and parcels as quickly as possible.

1. Delivery Zones & Coverage

We currently operate primarily within Polokwane and surrounding areas in Limpopo.

• Each store or restaurant on our platform has a designated delivery radius to ensure food arrives hot and groceries arrive fresh.
• When you enter your address in The Delivery app, you will only see stores that are capable of delivering to your specific location.

2. Delivery Fees

We believe in fair, transparent pricing. Our delivery fees are dynamic and calculated at checkout based on the following factors:

• Distance: The exact driving distance from the store to your drop-off location.
• Time of Day: During peak rush hours or late-night operations, a slight surge fee may apply to ensure enough drivers are available on the road.
• Weather Conditions: In the event of heavy rain or severe weather, a temporary surcharge may be added to fairly compensate our drivers for navigating difficult conditions.

Note: 100% of the base delivery fee goes directly to your driver.

3. Estimated Delivery Times

Because our orders are fulfilled on-demand, delivery times vary based on what you are ordering:

• Restaurant Food: Typically 30 to 45 minutes, depending on the restaurant's preparation time and traffic.
• Groceries & Retail: Typically 45 to 60 minutes, allowing time for the driver to pick and pack your items if necessary.
• Parcels: Scheduled or ASAP based on your selection at checkout.

While we strive to meet all estimated delivery times, external factors like severe traffic, accidents, or restaurant delays can occasionally extend these times.

4. Order Tracking & Communication

Once your order is accepted, you can track it in real-time through The Delivery app. You will receive push notifications when:

• The store begins preparing your order.
• The driver picks up your order.
• The driver is arriving at your location.

You can also contact your driver directly through the app once they have picked up your order.

5. Failed Deliveries

It is your responsibility to ensure someone is available to receive the order at the provided address. If our driver arrives and cannot reach you via the app or phone within 10 minutes, they will be instructed to cancel the delivery. In this scenario, you will still be charged for the order to compensate the store and the driver.