Shipping and Delivery Policy
Tununue works to make delivery clear and reliable for customers, vendors, riders, and courier partners. Delivery options may depend on the vendor, product type, customer location, courier availability, order value, payment confirmation, and order status.
- Customers should report wrong, damaged, defective, missing, or misrepresented products within 48 hours after delivery.
- Vendor funds may normally be released after 3 days from confirmed delivery if no dispute, refund request, delivery issue, or order concern has been raised.
- Some later-discovered issues may be reviewed within 7 days after delivery, depending on the product type, evidence provided, warranty, fraud concerns, or product safety concerns.
- For high-risk, disputed, expensive, or suspicious orders, Tununue may hold vendor funds for up to 7 days after delivery or until review is completed.
1. Delivery Areas
Tununue may support delivery within Kenya and, where available, selected international destinations. Available delivery locations and methods may be shown during checkout.
Delivery availability may depend on customer location, vendor location, courier service coverage, product type, and any restrictions that apply to the order.
2. Delivery Methods
Depending on the order and location, delivery may be handled through:
- Tununue courier or assigned rider.
- Vendor delivery.
- Customer pickup, where allowed.
- External courier, transport provider, or delivery partner.
Where Tununue couriers, riders, or approved delivery partners are used, they must follow the applicable Courier Terms and Conditions and delivery instructions issued by Tununue.
3. Delivery Time
Delivery time may vary depending on:
- Customer location.
- Vendor location.
- Courier or rider availability.
- Product size, weight, and category.
- Weather, traffic, public holidays, or unexpected delays.
- Order confirmation and payment status.
- Vendor stock availability and preparation time.
- Verification, fraud checks, or order review where applicable.
Any delivery estimates shown are estimates only and may change due to logistics, vendor preparation, courier availability, or factors beyond Tununue’s control.
4. Delivery Charges
Delivery fees may be calculated based on location, product size, courier service, vendor arrangement, delivery method, or order value. Any delivery charges should be shown before order confirmation where applicable.
Additional delivery charges may apply where delivery fails due to incorrect customer information, customer unavailability, failed pickup, redelivery request, remote location, or courier-specific charges.
5. Customer Responsibilities
- Provide correct name, phone number, and delivery address.
- Ensure the phone number is reachable during delivery.
- Be available to receive the order or assign a trusted person.
- Inspect the package where possible before accepting delivery.
- Report delivery problems, damaged items, missing items, or wrong items as soon as possible.
- Raise normal delivery or product complaints within 48 hours after delivery.
- Use the order dispute option or Contact Us page where support is needed.
6. Vendor Responsibilities
- Prepare orders accurately and on time.
- Package products safely to reduce damage during delivery.
- Provide correct product, order, pickup, and delivery information.
- Ensure the product dispatched matches the customer’s order.
- Cooperate with Tununue, riders, couriers, and customers during delivery.
- Respond quickly where there is a delivery issue, missing item, wrong item, refund request, or dispute.
If a delivery or return issue is caused by vendor fault, including wrong item, poor packaging, missing item, misleading listing, or defective item, the vendor may be responsible for reasonable return, replacement, or redelivery costs.
7. Courier and Rider Responsibilities
- Handle customer packages carefully and professionally.
- Follow pickup, transport, delivery, and proof-of-delivery instructions.
- Keep customer and vendor information confidential.
- Communicate delivery issues promptly to Tununue where required.
- Do not misuse packages, customer contacts, payment information, or delivery details.
Couriers and riders using Tununue.com must also comply with the Courier Terms and Conditions.
8. Failed Delivery
Delivery may fail if the customer provides wrong details, is unreachable, refuses delivery without valid reason, or is unavailable at the delivery location. Additional delivery charges may apply depending on courier or vendor policy.
Tununue may contact the customer, vendor, rider, or courier to confirm the reason for failed delivery. Depending on the situation, the order may be redelivered, returned to vendor, cancelled, refunded, or reviewed through the dispute process.
9. Damaged, Missing, or Wrong Items
If an item arrives damaged, incomplete, missing, wrong, defective, or different from the order, the customer should report it through the order dispute option or Contact Us page as soon as possible, preferably within 48 hours after delivery.
Customers may be asked to provide photos, order number, delivery details, packaging evidence, product condition details, and any other information needed to review the complaint.
Some complaints discovered later may be reviewed within 7 days after delivery depending on the product type, evidence, warranty, fraud concerns, or serious product safety concerns.
10. Return and Replacement Delivery
Where a return, replacement, or exchange is approved, Tununue may arrange collection, customer drop-off, vendor return, replacement dispatch, or another approved delivery method.
If the return or replacement is caused by vendor fault, the vendor may be responsible for reasonable return, replacement, or redelivery charges. If the issue is caused by customer mistake, wrong order selection, wrong address, or change of mind where allowed, the customer may be responsible for delivery charges.
11. Order Tracking
Where tracking is available, customers may receive tracking details through their account, order page, SMS, email, vendor communication, rider communication, courier communication, or delivery updates.
Tracking information may not always be real-time and may depend on the courier, rider, vendor, or delivery method used.
12. Delays
Tununue will try to support timely delivery, but delays may occur due to logistics, stock issues, weather, traffic, public holidays, courier problems, payment review, vendor preparation delays, failed communication, incorrect delivery information, or other events beyond the platform’s control.
Where there is a serious delay, Tununue may help the customer and vendor review the order and determine whether redelivery, cancellation, replacement, refund, or another solution is appropriate.
13. Contact
For delivery support, please contact Tununue through the Contact Us page or check your order details from your customer account.