At topcart, we want your shopping experience to be smooth and reliable. Below is our shipping policy, which explains how and when you can expect your orders to be delivered. 

Delivery Areas

• We currently deliver only in Nairobi, Kenya.
• Delivery outside these areas may be added in the future, and we’ll update customers accordingly.

Delivery Timelines

Next Day Delivery

• Orders placed by 12pm will be delivered on the next working day (Monday to Friday) by 4pm
• Orders placed on a Saturday, and public holidays will not be eligible for the Next day Delivery option

Standard Delivery: Delivery within 72 hours (3 business days)

• Orders placed on weekends will be fulfilled by Wednesday of the following week
• Orders placed on a Friday will be fulfilled by Tuesday of the following week

Public Holidays and Sundays

• Orders placed during these times will be processed on the next working day.
• Delivery options will be added in the future, and we’ll update customers accordingly.

Delivery times are counted from when your order is confirmed, and payment is received.

Delivery Fees

• Stated delivery fees apply depending on your location and chosen option.
• All delivery fees are calculated and paid at checkout on the topcart platform
• Customers should not pay delivery drivers any additional amounts at the time of delivery.
• topcart will not accept any liability for cash or other payments made directly to delivery drivers outside of the official platform.

Order Processing

• Orders are carefully picked, packed, and shipped directly from our secure warehouses or are collected from our suppliers. 

Delays or Failed delivery

We aim to deliver on time, every time. However, delays may occur due to: 

• Bad weather or traffic disruptions
• Stock availability issues
• Force majeure events (e.g., strikes, natural disasters, pandemics)

In such cases, we’ll notify you promptly and reschedule your delivery.

If we are unable to complete your delivery on the first attempt: 

• topcart will make one additional re-delivery attempt.
• If the second attempt is unsuccessful, your order will be cancelled.
• A refund will be issued directly to your original payment method within the standard processing timelines.

If you are unable to receive your delivery or want to update your delivery address: 

• Contact our Customer Care team at the earliest.
• Note requests for changes within 12 hours of order placement will be handled at topcart’s discretion.
• Address changes made after dispatch cannot be accommodated and will be handled at topcart’s discretion.

Returns & Replacements

• If you receive a damaged, defective, or incorrect item, please report it immediately as per our returns policy.
• If you do not receive your full order and have a missing item, please report it immediately to our customer service.
• Our team will arrange a return or replacement at no extra cost if the issue is due to our handling.
• For other cases, return requests will be reviewed according to our Returns Policy.

Order Tracking

• Once your order is shipped, you will receive a confirmation email that your order is out for delivery.
• Our delivery partner may contact you as per the provided contact details to confirm delivery location and time.

Customer Support

For questions about shipping or delivery: 
📧 Email: customercare@topcart.co.ke