Delivery Policy

1. Delivery Areas & Timelines

2. Delivery Fees

Our delivery fees are calculated based on distance from our shop at Park Towers, Utalii Street, Nairobi. Closer = cheaper. No flat fees for short distances.

Exact fees are calculated at checkout using your pin-drop coordinates or delivery landmark. Drop a pin on the map for the most accurate pricing.

3. Recipient-Led Delivery (Pin Drop)

If you don't know the recipient's exact address, you can enable "Pin Drop" at checkout. Here's how it works:

1. You check "I don't know their exact location" during checkout
2. We send the recipient a WhatsApp link after your payment is confirmed
3. The recipient opens the link and taps on a map to drop their exact delivery pin
4. They select a delivery time window (Morning / Afternoon / Evening)
5. Our rider uses the pin to deliver directly to that location

The recipient sees no price information and no sender identity (if Anonymous Mode is enabled). They only see that someone sent them a gift.

4. Surprise Safeguard Delivery

When "Surprise Safeguard" is enabled at checkout:

• The rider will not call or message the recipient before arrival
• Delivery is made using the pin drop location, building landmarks, or gate/reception
• If no pin was dropped, the rider will attempt delivery using the landmark provided
• If the rider cannot locate the recipient, they will contact you (the sender), not the recipient

5. Same-Day Delivery Guarantee

6. Photo Proof Before Dispatch

Every gift is photographed before it leaves our facility. This pre-dispatch photo is uploaded to your order page so you can see exactly what the recipient will receive. If the delivered item does not match the photo, contact us immediately for a resolution.

7. Order Tracking

You can track your order status at any time:

• Order placed: Payment confirmed, order being prepared
• Processing: Gift is being assembled and wrapped
• Wrapped: Gift is ready and awaiting rider pickup
• Dispatched: Gift is on its way to the recipient
• Delivered: Gift has been successfully delivered

You can also send a tracking link to the recipient via WhatsApp from your order page. The recipient's view respects Anonymous Mode — they won't see the price or sender identity if enabled.

8. Delivery Attempts

• Our rider will attempt delivery to the pin/landmark provided
• If the recipient is unavailable, the rider will leave the gift with a guard, reception, or safe location (if available)
• If no safe drop-off point is available, the rider will contact the sender
• A second delivery attempt is made at no extra charge within 24 hours
• If delivery fails after 2 attempts, the order may be cancelled with a partial refund (delivery fee non-refundable)

9. Perishable Items

Flowers, food hampers, and other perishable items require same-day delivery whenever possible. We recommend:

• Ordering before 12:00 PM for guaranteed same-day delivery
• Ensuring the recipient will be available to receive the item
• Providing a backup contact in case of delivery issues

Perishable items that fail delivery through no fault of TouchGift are not eligible for a full refund. See our Return & Refund Policy.

10. Corporate & Bulk Orders

• Corporate orders with 10+ items receive automatic volume discounts
• Bulk deliveries may be staggered across multiple time windows
• A dedicated delivery coordinator is assigned for orders with 20+ recipients
• Corporate orders can specify delivery dates up to 30 days in advance

11. Force Majeure

Delivery timelines may be affected by circumstances beyond our control, including severe weather, road closures, public holidays, strikes, or government restrictions. In such cases, we will notify you promptly and offer alternatives (reschedule, partial refund, or full refund).

12. Contact Us

For delivery questions or issues:

• WhatsApp: +254 142 677 898 (fastest)
• Email: info@touchgiftshop.co.ke
• Live chat: Available on our website during business hours