Araati Shipping & Delivery Policy

Araati is a Ugandan marketplace connecting customers with nearby sellers, stores, and restaurants. Our goal is to deliver locally available products within 60 minutes whenever possible, making everyday shopping fast and convenient.

1. Delivery Coverage

Araati primarily serves Kampala and surrounding areas. Delivery availability depends on your location, the seller’s location, and rider availability.

Enter your delivery address in the Araati app or website to check whether delivery is available for your order.

2. Delivery Times

We aim to deliver eligible local orders within 60 minutes after the order is confirmed. This is a delivery target, rather than a guaranteed delivery time.

Actual delivery times may vary depending on:

• Product availability and seller preparation time.

• Distance between the seller and your delivery address.

• Traffic, weather, and road conditions.

• Rider availability and order demand.

• The size or special handling requirements of your order.

Products requiring additional preparation, scheduled delivery, or sourcing from outside your area may take longer. Where available, your order details will show an estimated delivery time.

3. Order Confirmation and Preparation

After you place an order, the seller confirms availability and prepares your items for delivery. If an item is unavailable or an order cannot be fulfilled, Araati will contact you about the available options.

Orders placed outside a seller’s operating hours may be processed when the seller reopens.

4. Delivery Fees

Delivery fees are displayed at checkout before you confirm your order. Fees may vary according to your location, distance, order size, and selected delivery option.

Any applicable delivery promotion or discount will be reflected at checkout.

5. Orders from Multiple Sellers

Orders containing items from different sellers may arrive separately and at different times. Any applicable delivery charges will be shown before you confirm your order.

6. Delivery Address and Customer Availability

Please provide a complete and accurate delivery address, a nearby landmark where helpful, and an active telephone number.

Keep your phone available so the rider or support team can contact you. You or an authorised recipient should be available to receive the order at the agreed location.

Incorrect addresses, unreachable telephone numbers, or an unavailable recipient may delay delivery or result in an unsuccessful delivery attempt.

7. Unsuccessful Delivery Attempts

If a rider cannot complete your delivery, Araati will attempt to contact you to arrange the next step.

Redelivery may require an additional fee. Where applicable, Araati will explain any additional charge before arranging another delivery attempt. Cancellation or refund requests will be assessed according to the order’s status, the type of items purchased, and Araati’s applicable policies.

8. Delivery Updates and Delays

You can check your order status through the Araati app or website. Where available, rider tracking and notifications will help you follow your delivery.

If your order is delayed beyond the estimated delivery time, please contact Araati Support for assistance. We will help establish the order’s status and explain the available options.

9. Receiving Your Order

When your order arrives, please check that the items match your order and look for any visible damage.

Report missing, incorrect, or damaged items promptly through Araati Support. Keep your order details, packaging, and any relevant photos to help us resolve the issue. Returns and refunds are handled under Araati’s Returns & Refunds Policy.

10. Contact Us

For questions about delivery coverage, delivery times, or an existing order, contact Araati Support through the app or website, or WhatsApp +256757287673.