🚚 SHIPPING & DELIVERY POLICY – PESABORA

1. Overview

This Shipping & Delivery Policy explains how products are shipped and delivered when purchased through Pesabora.com. It applies to all orders, whether using Pesabora Logistics or seller‑arranged shipping.

2. Shipping Options

2.1 Pesabora Logistics (Integrated Service)

• Description: End‑to‑end shipping via our partners:
  • ✈️ Air Freight – Kenya Airways / DHL Cargo (Dubai–Africa routes)
  • 🛃 Customs Clearance – MTA (Cameroon & partners)
  • 🚚 Last‑Mile Delivery – DHL & local carriers
• Availability: Available at checkout for eligible products.
• Benefits: Tracked, insured, customs‑handled.

2.2 Seller‑Arranged Shipping

• Sellers may handle their own shipping.
• Must provide tracking within 24 hours of shipment.
• Responsible for customs, duties, and delivery compliance.

3. Delivery Timeframes

3.1 Estimated Delivery Windows

Times are estimates and exclude customs delays.

3.2 Factors Affecting Delivery

• Customs clearance procedures.
• Weather, strikes, or carrier disruptions.
• Incorrect/incomplete address.
• Peak season delays (Ramadan, Christmas, Black Friday).

4. Shipping Costs

4.1 How Costs Are Calculated

• Weight & dimensions of package.
• Destination country/region.
• Service level (standard vs. express).
• Insurance value (if selected).

4.2 Who Pays Shipping?

• Buyer‑pays: Shipping cost added at checkout.
• Seller‑pays: Free shipping promotions.
• Split: Negotiated between buyer/seller (B2B).

4.3 Customs & Duties

• Pesabora Logistics: Duties/taxes estimated at checkout; actual charges may vary.
• Seller‑Arranged: Seller must inform buyer of potential duties.
• Buyer responsibility: All import taxes, VAT, and clearance fees in destination country.

5. Order Tracking

5.1 Tracking Information

• Provided within 24 hours of shipment.
• Accessible in buyer’s Pesabora account.
• Real‑time updates via carrier links.

5.2 No Tracking?

• Contact seller first.
• If unresolved, Pesabora Support mediates.

6. Delivery Issues

6.1 Failed Delivery Attempts

• Carrier will attempt delivery 2–3 times.
• After failed attempts, package held at local depot for pickup.
• Buyer must contact carrier within 7 days.

6.2 Lost or Damaged Packages

• Report within 24 hours of expected delivery.
• Provide photos if damaged.
• Pesabora Logistics: We file claim with carrier; refund/reship processed within 14 days.
• Seller‑Arranged: Seller responsible for resolution.

6.3 Incorrect Address

• Buyer responsible for providing correct address.
• Address changes must be made before shipment.
• Rerouting fees apply if package already shipped.

7. International Shipping Restrictions

7.1 Prohibited Destinations

• Countries under UAE/African trade sanctions.
• Regions with known postal service suspensions.

7.2 Restricted Items

• Perishables, liquids, batteries, aerosols (require special handling).
• Check Prohibited Products List and destination country laws.

8. Returns & Reverse Logistics

8.1 Return Shipping

• Buyer pays return shipping unless seller error.
• Pesabora Logistics return labels available (fee applies).
• Must use trackable method.

8.2 Cross‑Border Returns

• Customs documentation required.
• Return duties/taxes are buyer’s responsibility.
• Allow 21–30 days for international returns.

9. Policy for Sellers Using Pesabora Logistics

9.1 Requirements

• Accurate product descriptions (weight, dimensions, value).
• Valid HS codes for customs.
• Proper packaging meeting IATA/airline standards.

9.2 Liability

• Additional insurance available at checkout.
• Not liable for delays due to incorrect information.

10. Contact & Support

11. Policy Updates

We may update this policy. Continued use of Pesabora after changes constitutes acceptance.