Delivery Policy

2.1 Daily Delivery Window: We deliver from 4 PM until late evening, 7 days a week.

2.2 Cutoff Time for Same-Day Delivery: Orders placed before 2 PM will be delivered the same day. Orders placed after 2 PM will be delivered the following day.

2.3 Delivery Notification: We will call you approximately one hour before delivery to confirm your availability. At this time, we’ll provide a more specific estimated time of arrival.

2.4 Delivery Time: While we cannot guarantee specific delivery times within our delivery window, we will make every effort to deliver your order as early as possible from 4 PM onwards and will communicate the expected arrival time during the pre-delivery call.

To ensure the security of your order and prevent fraud, we implement a two-part verification system:

3.1 Security Code System: For each delivery, we generate a unique two-part security code (e.g., 1234ABCD).

• The delivery representative receives one part of the code (e.g., ABCD).
• You, the customer, receive the other part (e.g., 1234).
• At the time of delivery, both parties must enter their respective codes into the AndaDollar platform.
• This verification confirms that the correct order is being delivered to the correct customer.

3.2 Recipient Options:

• Primary Option: You (the customer who placed the order) must be physically present to receive and verify the delivery.
• Alternative Option: You may designate a trusted representative to accept the delivery on your behalf. In this case, you must:
• Notify our customer service at least 3 hours before delivery
• Provide the full name and phone number of your representative
• Share your security code with your representative

4.1 Standard Packaging: All items are securely packaged to ensure they reach you in perfect condition. Our packaging is designed to protect products from damage during transportation.

4.2 Special Packaging Requests: We currently do not accommodate special packaging requests. All orders are packed according to our standard procedures to ensure efficiency and consistent quality.

4.3 Eco-Friendly Initiatives: We are continuously working to make our packaging more environmentally friendly while maintaining product protection.

5.1 Standard Fee: We charge a flat delivery fee of KES 230 for all orders, regardless of size or delivery location within our service areas.

5.2 Minimum Order Value: All orders must meet our minimum value requirement of KES 2,500 to qualify for delivery.

5.3 Tipping Policy: While tipping is not required, we encourage customers to consider tipping delivery personnel for exceptional service. Tips can be given in cash directly to the delivery representative at the time of delivery.

6.1 Rescheduling a Delivery:

• You may request to reschedule your delivery by contacting our customer service team at least 3 hours before your scheduled delivery time.
• Rescheduling is subject to availability and may result in your delivery being moved to the next available delivery day.
• We allow one free rescheduling per order. Additional rescheduling requests may incur a fee of KES 100.

6.2 Customer Not Available:

• If you or your designated representative are not available during the agreed delivery window, we will attempt to contact you by phone.
• If we cannot reach you, the delivery will be returned to our facility.
• A redelivery fee of KES 230 may apply for subsequent delivery attempts.

6.3 Order Cancellation:

• Orders can be canceled within 1 hour of placing them without any penalty.
• For cancellations made after 1 hour but before the order is dispatched for delivery, a 5% processing fee may apply.
• Orders that are already out for delivery cannot be canceled.

A delivery may be considered failed under the following circumstances:

• The customer or their representative is not available at the delivery location after multiple contact attempts.
• The security code verification process cannot be completed.
• The delivery address provided is incorrect or inaccessible.
• The customer refuses to accept the delivery for reasons not related to product damage or order inaccuracy.

In case of a failed delivery:

• The order will be returned to our facility.
• We will contact you to reschedule the delivery at an additional fee of KES 230.
• If a delivery fails twice, the order may be canceled, and a restocking fee may apply.

8.1 Extreme Weather Conditions: Deliveries may be delayed or rescheduled in cases of extreme weather conditions that make delivery unsafe or impractical. We will notify you of any weather-related delays.

8.2 Force Majeure: AndaDollar will not be liable for delivery delays caused by circumstances beyond our reasonable control, including but not limited to acts of God, civil unrest, governmental actions, or significant traffic disruptions.

8.3 High-Volume Periods: During peak seasons (such as holidays), delivery times may be extended. We will communicate any significant changes to our delivery schedule in advance.