Zhongfei Marketplace Shipping & Delivery Policy
Effective Date: May 1, 2026
Applies to: All customers placing orders via the Zhongfei Marketplace customer app.
1. Delivery Coverage
We currently deliver to addresses within [list your serviceable areas – e.g., Accra Metropolitan Area, Kumasi, Tema, Takoradi]. We are expanding to new areas regularly.
Enter your delivery address in the app to confirm if we serve your location.
2. Delivery Timeframes
Business days = Monday to Friday, excluding public holidays in Ghana.
Note: Delivery times are estimates. Actual times may vary due to traffic, weather, fuel availability, or other force majeure events.
3. Delivery Fees
Surge pricing – During peak hours (weekdays 5–8 PM, weekends 12–6 PM), delivery fees may be multiplied by 1.5x to 2.0x to attract more drivers.
Express delivery – Additional GHS 10–20 depending on distance.
The delivery fee is displayed at checkout before you confirm payment.
4. Order Tracking
Once your order is confirmed, you can track its status in real time:
1. Order Placed – Waiting for vendor confirmation.
2. Vendor Confirmed – Vendor is packing your items.
3. Ready for Pickup – Package is ready for the delivery agent.
4. Driver Assigned – A delivery agent is on the way to the vendor.
5. Out for Delivery – Driver has picked up your package and is en route to you.
6. Delivered – You have provided the Order PIN and received your package.
You will receive push notifications and SMS updates at each stage.
5. Receiving Your Delivery (The PIN Process)
- A unique Order PIN (4–6 digits) will be sent to your registered phone number and in‑app inbox after order confirmation.
- You must present this PIN to the delivery agent at the time of delivery. The agent will enter it into their app to confirm delivery.
- Do not share the PIN via chat, phone call, or any other method before physically receiving and inspecting the package.
- If you are not available to receive the delivery, you may authorize someone else (e.g., family member, security guard) to receive it on your behalf. That person will need the PIN. You are responsible for their actions.
What if I lose my PIN?
Go to “My Orders” → select the order → tap “Resend PIN”. You will receive it again via SMS.
6. Failed Deliveries & Re‑attempts
To reschedule a delivery, contact support before the driver is dispatched.
7. Delivery Instructions
You may add special delivery instructions at checkout (e.g., “Leave with security guard at gate”, “Call upon arrival”). Vendors and delivery agents will make reasonable efforts to follow them, but we cannot guarantee specific requests.
Prohibited instructions: Requests to leave packages in unsecured public areas (e.g., “leave on the street”, “throw over fence”). We are not liable for packages left at your request in unsafe locations.
8. Shipping Restrictions
We cannot deliver to:
- PO Box addresses (physical address required).
- Military or restricted government zones without prior clearance.
- Areas declared unsafe by local authorities or where fuel is unavailable for delivery vehicles.
9. Delayed or Lost Shipments
- Delay – If your order has not arrived within 2 days of the estimated delivery window, contact support. We will investigate and, if fault lies with the platform or driver, offer a delivery fee refund or wallet credit (GHS 5–10).
- Lost – If the package is confirmed lost (neither delivered nor returned to vendor after 14 days), you will receive a full refund including delivery fee. The vendor and delivery agent will be compensated from our insurance or liable accordingly.
10. International Shipping
Currently, Zhongfei Marketplace operates within Ghana only. International shipping is not offered at this time.
11. Changes to This Policy
We may update this Shipping Policy from time to time. You will be notified of material changes via in‑app notification or email.
12. Contact
For shipping‑related questions: `shipping@zhongfei.info`