1. Introduction

We aim to provide a fast, secure, and transparent delivery service. This policy outlines how shipping costs are calculated and the delivery mechanisms to ensure your orders arrive in top quality and on time.

2. Fulfillment Options

• Branch Pickup: Customers can select the nearest branch and pick up their orders for free once they are ready.

• Home Delivery: We provide delivery services to the registered address through our authorized representatives.

3. Shipping Cost Calculation

Delivery fees are based on a dynamic system that considers the following criteria:

• Distance: For "Retail" orders, fees are calculated based on the distance between the selected branch and the delivery location.

• Quantity (Exemptions): Orders exceeding a certain quantity or value qualify for full shipping fee exemptions (Free Delivery).

• Order Type: Shipping policies vary based on the order classification (Retail, Wholesale, or Export). Export and wholesale shipping are arranged under specific agreements.

4. Tracking and Security System

• Real-time Notifications: You will receive a notification as soon as a representative is assigned to your order, along with a tracking link.

• Communication Privacy: To ensure data security, all communication with the representative is conducted via the in-app calling system, keeping your personal phone number hidden.

• Verification Code (OTP): To ensure you receive the order personally, you must provide the representative with the OTP sent to your phone. The order cannot be marked as "Completed" in the system without this code.

5. Delivery Timeframes

• We strive to deliver orders during standard operational hours. Orders placed outside working hours or during public holidays will be processed on the next business day.

6. Failed Delivery

• If the customer is unreachable, refuses to accept the delivery, or fails to pay the required amount on-site, the order will be returned to the warehouse with the reason recorded. Additional fees may apply for re-delivery attempts.