KILIMANJARO MARKETPLACE

Shipping & Delivery Policy

Effective Date: April 1^st, 2026
Version: 1.2

1. Purpose

This Shipping & Delivery Policy outlines the procedures, responsibilities, delivery timelines, shipping fees, and service standards governing the transportation and delivery of products purchased through Kilimanjaro Marketplace.

Our objective is to provide a fast, reliable, transparent, and secure delivery experience while supporting both Vendors and Customers across Tanzania.

2. Scope

This policy applies to:

• All Customers
• All Registered Vendors
• Kilimanjaro Marketplace
• Logistics and Courier Partners
• Marketplace Staff

3. Delivery Models

Kilimanjaro Marketplace supports three delivery methods.

1. Vendor Fulfilled Delivery

The Vendor packages and ships the order using an approved courier or their own delivery team.

Vendor responsibilities include:

• Packaging the order securely.
• Dispatching within the agreed timeline.
• Providing accurate tracking information.
• Updating shipment status.

1. Kilimanjaro Marketplace Delivery

Where available, Kilimanjaro Marketplace arranges pickup from the Vendor and delivery to the Customer using approved logistics partners.

Marketplace responsibilities include:

• Coordinating pickup.
• Tracking shipments.
• Providing delivery updates.
• Handling delivery-related customer support.

1. Customer Pickup

Where offered by the Vendor, Customers may choose to collect their orders directly from the Vendor’s store.

Customers must present:

• Order Number
• Verification Code (OTP)
• Valid Identification (where requested)

4. Delivery Coverage

Kilimanjaro Marketplace currently serves customers across Tanzania.

Coverage includes:

• Dar es Salaam
• Arusha
• Mwanza
• Dodoma
• Mbeya
• Morogoro
• Tanga
• Kigoma
• Mtwara
• Zanzibar
• Other regions as service expands.

Delivery availability may vary depending on courier coverage.

5. Processing Time

After payment confirmation:

Vendor shall prepare orders within:

Public holidays and weekends may affect processing times.

6. Estimated Delivery Time

Delivery times are estimates and may vary due to weather, transport disruptions, or other unforeseen circumstances.

7. Shipping Charges

Shipping fees are calculated based on:

• Delivery location
• Package weight
• Package dimensions
• Product category
• Delivery speed selected
• Courier rates

Shipping charges are displayed before checkout.

8. Free Shipping

Vendors may offer:

• Free Shipping
• Promotional Shipping
• Minimum Purchase Free Delivery

Such offers will be clearly indicated on product pages.

9. Order Tracking

Customers can monitor orders through:

• Website
• Mobile App where available
• Email Notifications
• SMS Notifications

Order statuses include:

• Pending Payment
• Payment Confirmed
• Accepted
• Processing
• Packed
• Ready for Pickup
• Shipped
• In Transit
• Out for Delivery
• Delivered
• Completed

10. Delivery Confirmation

Delivery may be confirmed through one or more of the following:

• Customer signature
• Delivery photo
• Courier confirmation
• Customer confirmation within the platform
• One-Time Password (OTP)
• Email of receipt

Once delivery is confirmed, the inspection period begins.

11. Inspection Period

Customers are encouraged to inspect their orders immediately upon delivery.

Recommended inspection periods:

• Standard products: 48 hours (unless if warrant or guarantee if given from Supplier/vendor)
• Electronics: 48 hours (unless if warrant or guarantee if given from Supplier/vendor)
• Machinery or specialized equipment: Up to 5 business days (unless if warrant or guarantee if given from Supplier/vendor)

NB: Any issues should be reported before the inspection period expires.

12. Failed Delivery

Delivery may fail if:

• Customer is unavailable.
• Incorrect delivery address.
• Invalid phone number.
• Customer refuses delivery without valid reason.
• Delivery location is inaccessible.

The courier may attempt redelivery according to their policy.

Additional delivery charges may apply where appropriate.

13. Delivery Delays

Delays may occur because of:

• Severe weather
• Road closures
• Public holidays
• High order volumes
• Customs inspections (where applicable)
• Force majeure events

NB: Customers will be notified where significant delays occur.

14. Customer Responsibilities

Customers shall:

• Provide accurate delivery information.
• Ensure someone is available to receive the order.
• Inspect products promptly.
• Report delivery issues within the inspection period.
• Keep contact information up to date.

15. Vendor Responsibilities

Vendors shall:

• Maintain product availability.
• Prepare orders promptly.
• Package products securely.
• Use appropriate shipping materials.
• Upload accurate tracking information.
• Respond to delivery-related inquiries.

NB: Repeated shipping delays may affect Vendor performance ratings.

16. Packaging Standards

All Vendors must ensure products are:

• Properly packaged.
• Protected against damage.
• Clearly labelled.
• Suitable for transportation.

NB: Fragile items must include appropriate handling labels.

17. Lost Shipments

If a shipment is lost before delivery:

Kilimanjaro Marketplace and the Supplier/Vendor will investigate with the courier.

Possible outcomes include:

• Replacement
• Refund
• Reshipment

Subject to investigation findings.

18. Damaged Shipments

Customers should inspect packages before accepting delivery.

If visible damage exists:

• Take photographs.
• Notify the courier immediately.
• Report the issue through Kilimanjaro Marketplace within 48 hours.

NB: Damaged goods may qualify for replacement or refund under the Return & Refund Policy.

19. Partial Deliveries

Where an order contains multiple products, deliveries may arrive separately.

NB: Customers will be informed of split shipments where applicable.

20. Delivery Restrictions

Certain products may have delivery restrictions due to:

• Size
• Weight
• Hazardous nature
• Legal requirements
• Regional limitations

NB: Affected products will display any applicable restrictions before purchase.

21. Delivery Fees Refund

NB: Shipping fees may be refunded if:

• The Vendor ships the wrong item.
• The order cannot be fulfilled.
• Delivery fails due to Supplier/Vendor error.

NB: Shipping fees are generally not refundable if:

• Customer provides incorrect address.
• Customer refuses delivery without valid reason.
• Delivery fails due to Customer unavailability.

22. Customer Communication

Customers receive notifications when:

• Order is confirmed.
• Vendor accepts the order.
• Order is shipped.
• Order is out for delivery.
• Order is delivered.
• Delivery encounters an issue.

Notifications may be sent via:

• Email
• SMS
• WhatsApp (where available)
• Push Notifications

23. Delivery Performance Standards

Kilimanjaro Marketplace monitors:

• On-time shipment rate
• On-time delivery rate
• Delivery success rate
• Failed deliveries
• Customer delivery ratings
• Average delivery time

NB: These metrics contribute to Vendor performance evaluations.

24. Liability

Kilimanjaro Marketplace facilitates transactions between Customers, Vendors, and logistics partners.

While we work with trusted delivery providers, delivery times cannot be guaranteed in every circumstance. Neither Kilimanjaro Marketplace nor its logistics partners shall be liable for delays caused by events beyond their reasonable control.

25. Policy Updates

Kilimanjaro Marketplace reserves the right to update this Shipping & Delivery Policy at any time.

Revised versions will be published on the website and become effective on the stated effective date.

Delivery Service Levels (SLA)