Delivery policy

At OrderMania, we aim to make delivery simple, transparent and reliable.

This Shipping & Delivery Policy explains where we deliver, how delivery works, how delivery charges are determined, expected delivery times, what happens when delivery is delayed or unsuccessful, and what customers should do when receiving an order.

This policy forms part of the OrderMania Terms & Conditions.

Nothing in this policy is intended to remove or restrict any mandatory consumer rights available under Kenyan law.

1. OUR DELIVERY COMMITMENT

OrderMania will make reasonable efforts to:

Process confirmed orders promptly.
Provide accurate delivery information.
Communicate material delivery delays.
Use appropriate delivery partners.
Deliver products to the agreed delivery location.
Handle customer delivery information responsibly.
Provide reasonable assistance when delivery problems occur.

Delivery times are generally estimates unless OrderMania expressly confirms a specific delivery date or time.

Where a specific delivery commitment applies to an order, that commitment will be communicated to the customer.

2. WHERE ORDERMANIA DELIVERS

OrderMania delivers to locations supported by our delivery network.

Delivery availability may vary depending on:

County.
Town or city.
Estate or neighbourhood.
Accessibility.
Security considerations.
Courier coverage.
Product size and weight.
Supplier location.
Delivery partner availability.

Our delivery coverage may expand as OrderMania grows.

If a particular location is outside our normal delivery network, we may contact the customer to discuss an alternative delivery arrangement where reasonably possible.

3. DELIVERY LOCATIONS

Customers may provide a delivery address, collection point or another approved delivery location.

Depending on the delivery service available, OrderMania may deliver to:

Residential addresses.
Offices.
Businesses.
Shops.
Approved pickup points.
Other accessible locations agreed with the customer.

Customers should provide sufficient information to allow the delivery partner to identify the location.

4. DELIVERY INFORMATION PROVIDED BY THE CUSTOMER

Customers are responsible for providing accurate delivery information.

This may include:

Full name.
Active telephone number.
Delivery location.
Estate or building name.
House, apartment or office number where applicable.
Landmark.
Directions.
Preferred delivery instructions.

OrderMania may contact the customer to clarify incomplete or inaccurate delivery information.

Incorrect delivery information may cause delays or additional delivery attempts.

5. DELIVERY CHARGES

Delivery charges may vary depending on factors such as:

Delivery location.
Distance.
Parcel size.
Parcel weight.
Number of parcels.
Product category.
Delivery method.
Order value.
Courier charges.
Special handling requirements.

Where applicable, the delivery charge will be displayed or communicated before the customer completes the order.

Unless expressly stated otherwise, the product price does not automatically include delivery charges.

6. FREE DELIVERY

OrderMania may offer free delivery promotions from time to time.

Free delivery may be subject to:

Minimum order value.
Specific products.
Specific locations.
Promotional periods.
Maximum parcel size or weight.
Other stated conditions.

Where a promotion includes free delivery, the applicable conditions will be communicated at the time of the promotion.

OrderMania may withdraw or modify promotional free-delivery offers after the stated promotional period ends.

7. DELIVERY ESTIMATES

Delivery estimates may depend on:

Order confirmation time.
Product availability.
Supplier location.
Customer location.
Courier capacity.
Traffic.
Weather.
Public holidays.
Security conditions.
Road conditions.
Other operational circumstances.

Where possible, OrderMania will provide an estimated delivery timeframe when an order is confirmed.

An estimated delivery time is not a guarantee unless expressly stated as a guaranteed delivery commitment.

8. ORDER PROCESSING TIME

Delivery time begins after the order has been successfully confirmed and is ready for fulfilment.

Orders may require processing before dispatch.

Processing may include:

Order verification.
Payment verification.
Stock confirmation.
Product picking.
Quality or order checks.
Packaging.
Dispatch to the delivery partner.

Where an item requires additional processing time, OrderMania may communicate this to the customer.

9. SAME-DAY DELIVERY

Where OrderMania offers same-day delivery, it will only apply to eligible:

Locations.
Products.
Orders.
Payment methods.
Order times.

A same-day delivery offer may have a daily order cut-off time.

Orders placed after the applicable cut-off may be delivered on the next available delivery day.

Same-day delivery may also be affected by traffic, weather, courier capacity and other operational conditions.

10. NEXT-DAY AND EXPRESS DELIVERY

Where express or next-day delivery is available, the service will be subject to the applicable location, product availability and delivery conditions.

The customer will be informed of the applicable delivery expectation before or during order confirmation.

Express delivery does not automatically apply to every OrderMania product or location.

11. STANDARD DELIVERY

Standard delivery is the normal delivery service offered to customers where express delivery is unavailable or not selected.

The estimated delivery period will depend on the customer's location and the circumstances of the order.

Where no specific delivery period has been agreed, OrderMania will aim to deliver within a reasonable time consistent with the nature of the transaction and applicable law.

12. DELIVERY OF BULKY OR OVERSIZED PRODUCTS

Large, heavy or unusually shaped products may require special delivery arrangements.

Examples may include:

Large appliances.
Furniture.
Large fitness equipment.
Oversized household products.
Multiple-item orders.

Such products may:

Have a different delivery charge.
Require a specialised courier.
Require additional delivery time.
Require customer assistance at the delivery location.
Have specific access requirements.

Any material special delivery requirements will be communicated where reasonably possible.

13. MULTIPLE PRODUCTS IN ONE ORDER

Products in the same order may not always be dispatched together.

This can happen where:

Products are stored at different locations.
Products come from different suppliers.
Products require different delivery methods.
One product is temporarily unavailable.
Products have different processing times.

Where an order is split into multiple deliveries, OrderMania may communicate this to the customer.

Where applicable, delivery charges will be communicated before order completion.

14. THIRD-PARTY COURIERS

OrderMania may use authorised third-party delivery providers.

These may include:

Courier companies.
Independent delivery partners.
Motorcycle delivery providers.
Vehicle delivery providers.
Pickup-point networks.
Other logistics providers.

OrderMania may provide the delivery partner with information reasonably necessary to complete delivery.

This may include:

Customer name.
Telephone number.
Delivery location.
Order number.
Relevant order details.

Customer information will be handled in accordance with the OrderMania Privacy Policy and applicable Kenyan data protection requirements.

15. COURIER CONTACT

A delivery partner may contact the customer by:

Telephone.
SMS.
WhatsApp.
Other authorised communication channels.

The purpose may include:

Confirming the delivery location.
Providing an estimated arrival time.
Requesting directions.
Confirming availability.
Completing the handover.

Customers should not provide confidential payment credentials such as an M-Pesa PIN to a courier or OrderMania representative.

16. DELIVERY TRACKING

Where tracking is available, OrderMania may provide customers with:

Tracking information.
Courier contact information.
Delivery status.
Dispatch confirmation.
Estimated arrival information.

Tracking availability depends on the delivery provider and service used.

Not every delivery may have real-time tracking.

17. DELIVERY ATTEMPTS

A delivery attempt may be considered successful where the courier:

Reaches the agreed delivery location.
Contacts the customer using the provided contact details.
Makes a reasonable attempt to hand over the order.

If the customer is unavailable, the courier may attempt to contact the customer to arrange another delivery attempt.

Additional delivery arrangements may be subject to applicable charges where the failed delivery resulted from customer-controlled circumstances.

18. CUSTOMER UNAVAILABLE

Customers should make reasonable efforts to be available when delivery is scheduled.

If the customer cannot receive the order, they should contact OrderMania or the authorised delivery partner as soon as possible.

Where reasonably possible, an alternative delivery time may be arranged.

19. FAILED DELIVERY

A delivery may be classified as unsuccessful where:

The customer cannot be reached.
The telephone number provided is inactive.
The customer provides an incorrect address.
The delivery location cannot reasonably be identified.
The customer refuses to receive the order.
The customer repeatedly fails to be available.
The location is inaccessible.
Security conditions prevent delivery.
Another circumstance prevents reasonable completion of delivery.

OrderMania will make reasonable efforts to resolve the issue before treating an order as finally undeliverable.

20. FAILED DELIVERY CHARGES

Where a failed delivery is caused by circumstances within the customer's control, OrderMania may charge a reasonable additional delivery or re-delivery fee where permitted by law.

Examples may include:

Incorrect address.
Incorrect telephone number.
Repeated failure to receive the order.
Customer-requested re-delivery.
Refusal of an order without an accepted basis.

Any applicable charge should be communicated to the customer before the additional delivery is arranged where reasonably practicable.

OrderMania will not impose charges that unlawfully restrict a customer's statutory rights.

21. CUSTOMER REFUSES DELIVERY

Customers should not refuse delivery simply because they have changed their mind without first contacting OrderMania.

Where the customer has a legitimate reason to reject an order, such as receiving the wrong product or a product that is visibly damaged, the customer should communicate the issue to the delivery partner and OrderMania where possible.

The applicable return, refund or exchange procedure will then apply.

22. WRONG PRODUCT DELIVERED

If you receive a product different from the one you ordered, contact OrderMania as soon as possible.

Where the error is confirmed to be an OrderMania fulfilment error, OrderMania will arrange an appropriate resolution.

This may include:

Collection.
Replacement.
Exchange.
Refund.

Customers should retain the incorrectly delivered product and packaging until OrderMania provides further instructions.

23. DAMAGED PACKAGE OR PRODUCT

If a package appears visibly damaged at delivery, customers should, where reasonably possible:

Inspect the package.
Inform the delivery partner.
Take photographs.
Record a video where useful.
Contact OrderMania promptly.

Do not discard the packaging if you intend to report a damage claim.

A damaged package does not automatically mean that the product inside is damaged, but early reporting helps OrderMania investigate the issue.

24. INSPECTION AT DELIVERY

Customers may reasonably inspect the delivered package and, where practical and permitted by the delivery process, the product for obvious issues.

However, some products may need to remain sealed for hygiene, safety, warranty or packaging reasons.

Inspection at delivery does not replace the customer's rights under the OrderMania Returns, Refunds & Exchanges Policy or applicable Kenyan law.

Under the Sale of Goods Act, a buyer is generally entitled to a reasonable opportunity to examine goods to determine whether they conform to the contract.

25. PROOF OF DELIVERY

OrderMania or its delivery partners may use reasonable proof-of-delivery methods.

These may include:

Customer confirmation.
Signature.
One-time verification code.
Delivery photograph where appropriate.
GPS/location confirmation.
Courier application records.
Timestamp.
Other reasonable delivery records.

The specific method may vary by courier and delivery service.

26. DELIVERY TO AN AUTHORISED PERSON

Where a customer authorises another person to receive an order, the customer should inform OrderMania or the delivery partner where appropriate.

Examples include:

Family member.
Employee.
Receptionist.
Security desk.
Building management.
Office administrator.

Once the order has been properly handed over to an authorised recipient, OrderMania may treat the order as delivered, subject to applicable law and any evidence of fraud, loss or delivery error.

27. PICKUP POINTS

Where OrderMania offers pickup-point delivery, the customer will be informed of:

Pickup location.
Collection instructions.
Applicable collection period.
Identification requirements where applicable.

Customers should collect orders within the stated collection period.

Orders not collected within the applicable period may be returned to OrderMania or the supplier.

Any resulting re-delivery or handling arrangement will be communicated to the customer.

28. CASH ON DELIVERY

Where Cash on Delivery is offered, the customer must pay the amount confirmed by OrderMania at the time of delivery.

Cash-on-delivery availability may depend on:

Location.
Product.
Order value.
Customer history.
Courier availability.
Other operational considerations.

OrderMania may restrict Cash on Delivery where there is a reasonable operational or fraud-prevention reason.

29. M-PESA AND ELECTRONIC PAYMENTS

Where payment is made electronically, customers should ensure that the payment is made through the official OrderMania payment instructions.

Customers should never send payment to an unofficial personal number provided by an unauthorised person claiming to represent OrderMania.

OrderMania staff and delivery partners will not request your M-Pesa PIN.

Customers should retain payment confirmations until the order is fully completed.

30. DELIVERY DELAYS

Delivery may occasionally be delayed because of:

Traffic congestion.
Severe weather.
Flooding.
Road closures.
Vehicle or motorcycle breakdowns.
Courier capacity.
Public holidays.
Security incidents.
Supplier delays.
Product availability issues.
Technical problems.
Incorrect customer information.
Other circumstances outside OrderMania's reasonable control.

Where a significant delay becomes known, OrderMania will make reasonable efforts to communicate with affected customers.

31. EXTENDED DELIVERY DELAYS

If an order has not been delivered within the applicable agreed or legally relevant delivery period, the customer may contact OrderMania for an update.

Where applicable Kenyan law gives the customer a right to cancel because of late delivery, OrderMania will respect that right.

The Consumer Protection Act provides specific cancellation rights for certain future-performance agreements where delivery is not made within the statutory period.

32. DELIVERY OUTSIDE OUR NORMAL COVERAGE

If a customer requests delivery to an area outside OrderMania's normal delivery network, we may:

Offer an alternative courier.
Offer pickup.
Quote a special delivery charge.
Decline the delivery request where delivery cannot reasonably be completed.

The customer will be informed before the special arrangement is confirmed.

33. DELIVERY TO REMOTE OR HARD-TO-ACCESS LOCATIONS

Additional charges or delivery arrangements may apply to:

Remote areas.
Restricted-access locations.
Large compounds.
Areas requiring special transport.
Locations inaccessible to standard motorcycles or vehicles.

Where additional charges apply, OrderMania will communicate them before proceeding where reasonably practicable.

34. PUBLIC HOLIDAYS AND NON-BUSINESS DAYS

Delivery estimates may be affected by:

Public holidays.
Sundays.
Courier operating schedules.
Supplier operating schedules.
OrderMania operating hours.

Where a delivery period crosses a non-business day, the estimated delivery date may change.

35. DELIVERY RISK

OrderMania will use reasonable care in arranging delivery.

Where OrderMania is responsible for arranging delivery, we will work with the relevant delivery partner to address confirmed loss, damage or delivery failures.

The allocation of risk will be determined by the applicable contract, the circumstances of the transaction and Kenyan law.

Nothing in this policy is intended to unlawfully transfer risks to the customer that legally remain with the seller.

36. DELIVERY OF WRONG QUANTITY

If an order contains fewer or more products than ordered, the customer should contact OrderMania promptly.

OrderMania will investigate the order and provide an appropriate resolution.

Where a customer receives additional products that were not ordered, the customer should notify OrderMania rather than using or disposing of the additional products.

The Sale of Goods Act contains specific rules concerning delivery of quantities different from those contracted for.

37. DELIVERY OF PARTIAL ORDERS

Where an order is split into multiple deliveries, the customer may receive separate delivery notifications.

Where one item is delayed or unavailable, OrderMania may communicate the status of the remaining items.

Where appropriate, customers may be offered:

Separate delivery.
Alternative product.
Cancellation of the affected item.
Refund where applicable.
38. DELIVERY COMMUNICATIONS

OrderMania may communicate delivery information through:

SMS.
Telephone.
WhatsApp.
Email.
Website notifications.
Customer account notifications.

Customers are responsible for ensuring that the contact details associated with their order are accurate.

Delivery communications may contain personal information necessary to identify or complete the order.

OrderMania handles such information according to its Privacy Policy and applicable Kenyan data protection law.

39. DELIVERY FRAUD AND IMPERSONATION

Customers should be cautious of individuals claiming to represent OrderMania.

OrderMania will not request:

M-Pesa PINs.
ATM PINs.
Card PINs.
Passwords.
Other confidential authentication credentials.

If you receive suspicious delivery or payment instructions, contact OrderMania through an official channel before making any payment or sharing information.

40. CUSTOMER SUPPORT FOR DELIVERY ISSUES

For delivery-related assistance, customers should provide:

Order number.
Name used for the order.
Telephone number.
Delivery location.
Description of the issue.

Where available, provide the courier tracking number or delivery reference.

OrderMania will investigate the matter and communicate the next appropriate step.

41. DELIVERY AND RETURNS

Delivery problems may overlap with return, refund or exchange issues.

Examples include:

Wrong product delivered.
Product damaged during delivery.
Missing item.
Product materially different from the order.

In such cases, the OrderMania Returns, Refunds & Exchanges Policy will apply alongside this Delivery Policy.

42. DELIVERY AND PRIVACY

To complete delivery, OrderMania may need to provide limited customer information to authorised delivery partners.

Information may include:

Name.
Telephone number.
Delivery location.
Order number.
Relevant delivery information.

OrderMania will seek to limit the information shared to what is reasonably necessary to perform the delivery service.

Further information is available in the OrderMania Privacy Policy.

43. SPECIAL DELIVERY INSTRUCTIONS

Customers may provide reasonable delivery instructions.

Examples include:

Preferred entrance.
Building reception.
Security desk.
Landmark.
Alternative contact person.
Preferred delivery time.

OrderMania will make reasonable efforts to accommodate such instructions but cannot guarantee compliance where the instruction conflicts with courier procedures, safety requirements, security restrictions or operational limitations.

44. DELIVERY CONFIRMATION

Once an order has been delivered and appropriately recorded as delivered, OrderMania may update the order status to Delivered.

If you believe an order has incorrectly been marked as delivered, contact us immediately.

OrderMania may investigate the delivery records with the relevant courier.

45. UNDELIVERABLE ORDERS

Where an order cannot reasonably be delivered after appropriate attempts to resolve the issue, OrderMania may:

Return the product to the supplier or fulfilment location.
Contact the customer for further instructions.
Offer re-delivery where available.
Cancel the affected order.
Process any applicable refund.

Any additional delivery costs caused by customer-controlled circumstances may apply where legally permissible.

46. EVENTS OUTSIDE ORDERMANIA'S CONTROL

OrderMania will not be responsible for delays caused solely by circumstances beyond our reasonable control, including:

Natural disasters.
Severe weather.
Major road disruptions.
Government restrictions.
Civil unrest.
Major infrastructure failures.
Widespread telecommunications outages.
National emergencies.
Significant courier network disruptions.

Where such circumstances affect an order, OrderMania will make reasonable efforts to minimise the impact and communicate material delays.

47. POLICY CHANGES

OrderMania may update this Shipping & Delivery Policy from time to time to reflect:

Changes in courier partners.
Expansion of delivery coverage.
Changes in delivery pricing.
Changes in technology.
Changes in payment methods.
Changes in operational procedures.
Changes in applicable law.

The latest version will be published on the OrderMania website.

48. GOVERNING LAW

This policy is governed by the laws of the Republic of Kenya.

Where any provision conflicts with a mandatory legal requirement, the applicable law will prevail.

49. CONTACT ORDERMANIA

For delivery-related questions or complaints:

OrderMania
Website: ordermania.co.ke
Customer Support: 0141894824