Comprehensive Shipping & Delivery Policy

1.1 Geographic Coverage: Crown Engine Oils Distributors provides shipping and delivery services throughout East Africa, including Kenya, Uganda, Tanzania, Rwanda, and Burundi. We deliver to all major cities, towns, and accessible rural areas. However, delivery to remote locations, restricted areas, or regions experiencing civil unrest may be limited or unavailable. Deliveries to such areas are assessed on a case-by-case basis and may incur additional fees or extended timelines.

1.2 Delivery Zones: We organize delivery territories into zones based on distance and accessibility: (i) Zone 1 (Urban/Metro): Major cities with 1-2 day delivery; (ii) Zone 2 (Regional): Secondary cities with 2-3 day delivery; (iii) Zone 3 (Remote): Rural/remote areas with 3-5 day delivery. Each zone has different delivery charges and timelines. Zone classification is determined by the delivery address post code and geographic location.

1.3 Excluded Locations: We do not deliver to: (i) locations inaccessible by standard commercial vehicles; (ii) military installations or restricted government areas; (iii) areas under government-declared quarantine or lockdown; (iv) international addresses outside East Africa (except by special arrangement); (v) incomplete or invalid delivery addresses; or (vi) addresses in conflict zones or areas of active civil unrest.

1.4 Service Availability: Shipping services operate Monday through Friday during normal business hours. Weekend and holiday deliveries are available by special arrangement and may incur additional premium charges. Delivery schedules are subject to availability, weather conditions, vehicle maintenance, and logistical capacity.

2.1 Standard Delivery: Our primary delivery method involves scheduled delivery to your specified business address using our delivery fleet or contracted logistics partners. Standard delivery includes one (1) attempt to deliver during agreed time window. If recipient is unavailable, we shall attempt to contact you to reschedule delivery.

2.2 Expedited Delivery: For urgent orders, expedited shipping is available in selected zones at a premium rate. Expedited delivery typically reduces delivery time by 50% compared to standard delivery. Expedited orders must be placed before 2:00 PM to qualify for same-day or next-day delivery. Availability depends on stock and vehicle capacity.

2.3 Scheduled Delivery: You may request a specific delivery date and time window (morning 8:00 AM - 12:00 PM or afternoon 1:00 PM - 5:00 PM). Scheduled delivery incurs a flat fee and requires at least forty-eight (48) hours advance notice. We shall confirm the appointment and provide tracking information.

2.4 Collection/Pickup Service: Buyers may collect Products from our warehouse at no delivery charge, subject to prior arrangement and at least forty-eight (48) hours notice. Collection must occur during business hours (Monday - Friday, 8:00 AM - 5:00 PM). You are responsible for providing appropriate transport, handling equipment (forklifts, pallet jacks), and trained personnel for collection and loading.

2.5 Multi-Location Delivery: For orders requiring delivery to multiple locations, each additional location incurs a separate delivery charge. All locations must be specified at order placement. Consolidation of multiple shipments to single location is recommended to reduce delivery costs.

3.1 Delivery Charge Calculation: Delivery charges are calculated based on: (i) delivery zone/distance from our warehouse; (ii) total weight and volume of shipment; (iii) delivery urgency (standard vs. expedited); (iv) special handling requirements; (v) fuel surcharge based on current fuel prices; and (vi) applicable taxes and levies. Quotations include an itemized breakdown of all charges.

3.2 Quoted Delivery Charges: Delivery charges are provided at order confirmation and are non-negotiable unless bulk account discounts apply. Charges are calculated in Kenya Shillings (KES) or local currency for other countries. Charges do not include value-added tax unless stated otherwise. Final delivery charges shall be confirmed on invoice.

3.3 Additional Charges: Additional charges apply for: (i) deliveries beyond 50 km from city center (per km surcharge); (ii) special handling or protection requirements; (iii) weekend or after-hours delivery (50-100% premium); (iv) redelivery due to recipient unavailability; (v) extended waiting time at delivery location (KES 500/hour after 15 minutes); (vi) deliveries to locations requiring special equipment (crane, forklift rental); (vii) failed delivery attempts requiring rescheduling.

3.4 Fuel Surcharge: A fuel surcharge may be applied or adjusted based on prevailing fuel prices and transportation costs. Surcharges are calculated as a percentage of base delivery charge and are adjusted monthly. We shall notify you of surcharge changes in advance.

3.5 Free Delivery Threshold: For orders exceeding a specified value (currently KES 500,000 or equivalent), free delivery is offered to most urban locations. Free delivery excludes expedited delivery upgrades and remote area surcharges. Free delivery terms are subject to change and shall be announced periodically.

3.6 Invoice & Payment of Shipping: Delivery charges shall be itemized on the invoice. Payment of delivery charges is due on the same terms as product payment (cash in advance or credit term if approved). Failure to pay delivery charges shall result in withholding of delivery until payment is received.

4.1 Standard Delivery Timeline: Standard delivery typically occurs within the following timeframes from date of order confirmation and payment receipt: (i) Urban locations (Nairobi, Kampala, Dar es Salaam, Kigali): 1-2 business days; (ii) Regional cities (Mombasa, Kisumu, Gulu, Moshi, Butare): 2-3 business days; (iii) Remote/rural areas: 3-5 business days.

4.2 Estimated vs. Guaranteed Dates: Delivery timelines provided are estimates on a best-effort basis only. Crown Engine Oils Distributors does NOT guarantee specific delivery dates and shall not be liable for delays or failure to meet estimated dates. We shall make reasonable efforts to deliver within the estimated timeframe, but circumstances beyond our control may delay delivery. Estimated dates are not commitments and should not be relied upon for critical business planning.

4.3 Factors Affecting Delivery Time: Actual delivery timelines depend on: (i) weather conditions (heavy rains, flooding, snow); (ii) traffic congestion and road conditions; (iii) vehicle availability and maintenance; (iv) fuel availability; (v) government checkpoints and inspections; (vi) driver availability; (vii) payment clearance delays; (viii) production delays; (ix) logistics partner schedules; and (x) unforeseen circumstances.

4.4 Processing Time: Orders placed before 2:00 PM Monday-Friday are processed same day for shipment the next business day. Orders placed after 2:00 PM or on weekends are processed the next business day. Production time for special or custom orders may be 1-3 additional business days.

4.5 Notification of Delays: If delay beyond estimated delivery date is anticipated, we shall notify you by phone or email as soon as practical. We shall provide updated delivery estimate and reasons for delay. We shall not be liable for damages, losses, or business interruption resulting from delays.

4.6 Delivery Tracking: For most deliveries, tracking information is provided allowing you to monitor shipment status. Tracking updates are sent via email and SMS. You may also track shipments through our website portal using your order number.

5.1 Recipient Availability: You are responsible for ensuring that authorized personnel are available at the delivery address during the agreed delivery window. If recipient is unavailable, the driver shall attempt to contact you. If contact cannot be established, the driver may leave a notice for redelivery.

5.2 Delivery Address Requirements: The delivery address must be: (i) complete with street address, building number, landmark, or GPS coordinates; (ii) accurate and accessible by standard commercial vehicles; (iii) clearly marked with house/business number; (iv) free of obstructions; (v) equipped with adequate space for vehicle parking and product unloading. Incomplete or inaccurate addresses shall result in failed delivery and rescheduling charges.

5.3 Access & Site Preparation: You shall prepare the delivery site by: (i) clearing pathways for vehicle and product access; (ii) identifying safe unloading area; (iii) providing adequate lighting; (iv) removing obstacles; (v) arranging suitable personnel to receive goods; (vi) providing handling equipment if required (forklifts, pallet jacks). Crown Engine Oils Distributors shall not be liable for damage caused by inadequate site preparation.

5.4 Contact Information: You shall provide accurate contact phone numbers (mobile and/or office) for delivery coordination. You must respond promptly to delivery coordination calls. Failure to respond may result in failed delivery and rescheduling charges shall be your responsibility.

5.5 Special Instructions: Any special delivery instructions must be communicated at order placement and confirmed in writing. Special instructions may include: gate/access codes, specific delivery area, security protocols, building access procedures, etc. Failure to communicate special instructions may result in failed delivery.

6.1 Risk Transfer Point: Risk of loss, damage, or deterioration of Products passes from Crown Engine Oils Distributors to Buyer at the moment Products are: (i) placed on delivery vehicle at our warehouse; or (ii) delivered to your specified address; whichever occurs first. Once risk transfers, all liability for damage, loss, or deterioration rests with Buyer, regardless of cause.

6.2 In-Transit Coverage: Crown Engine Oils Distributors exercises due diligence in selecting reliable logistics partners and properly packaging Products. However, Crown Engine Oils Distributors shall not be liable for damage occurring during transit, including damage caused by logistics partners, accidents, weather, or unforeseen events. You are responsible for arranging cargo insurance if desired.

6.3 Optional Insurance: We recommend that you arrange cargo insurance to protect Products during transit. Insurance is optional and available through third-party providers. Costs and coverage are your responsibility. Our delivery charges do NOT include cargo insurance unless explicitly stated.

6.4 Damage Claims Against Carriers: For damage occurring in transit, claims should be filed directly with the logistics carrier within the timeframe specified in their terms. We can provide carrier contact information and support in filing claims, but ultimate liability rests with the carrier.

7.1 Reasons for Failed Delivery: Delivery may fail due to: (i) recipient unavailable at delivery address; (ii) delivery address inaccessible or incorrect; (iii) recipient refuses delivery; (iv) security issues at location; (v) vehicle breakdown; (vi) severe weather preventing delivery; (vii) civil unrest or emergency; (viii) road closures.

7.2 Driver Procedures Upon Failed Delivery: If recipient is unavailable, the driver shall: (i) attempt to contact recipient by phone; (ii) leave a notice on door or with security; (iii) photograph the notice; (iv) report failed delivery to our office. The driver shall not leave unattended Products at the location without authorization.

7.3 Rescheduling & Charges: Failed deliveries due to recipient unavailability or incorrect address incur a rescheduling charge of KES 2,000-5,000 per attempt (depending on location and fuel costs). Rescheduling must be requested within forty-eight (48) hours of failed delivery notice. Rescheduled delivery shall be attempted within three (3) business days.

7.4 Storage of Undelivered Goods: If delivery cannot be completed after two (2) failed attempts, Products may be held at our warehouse at your expense. Storage charges are KES 500/day for the first week, then KES 1,000/day thereafter. After thirty (30) days of storage, we may dispose of Products and charge disposal costs to you.

7.5 Recipient Refusal: If recipient refuses delivery, you remain liable for all payments and costs. Products shall be returned to warehouse at your expense and redelivery charges shall apply for subsequent delivery attempts.

8.1 Hazardous Material Compliance: Petroleum products, lubricants, and oils are classified as hazardous materials. All shipments comply with East African hazardous material transportation regulations, including proper packaging, labeling, documentation, and vehicle compliance. Our drivers are trained in hazardous material handling and safety protocols.

8.2 Packaging Standards: Products are packaged according to industry standards and manufacturer recommendations to ensure safe transit. Packaging includes: (i) appropriate containment vessels (drums, cans, bottles); (ii) cushioning materials; (iii) hazard labels; (iv) manifests and documentation; (v) weatherproofing. Standard packaging is included in quoted delivery charges. Upgraded or specialty packaging incurs additional charges.

8.3 Custom Handling Requests: If you require special handling, storage, or transportation conditions, you must communicate these requirements at order placement. Special handling may include: (i) climate-controlled transport; (ii) expedited delivery; (iii) white-glove service; (iv) specific stacking restrictions; (v) damage-sensitive handling. Custom handling incurs additional charges.

8.4 Recipient Handling Responsibility: Upon delivery, you assume full responsibility for proper handling, storage, and safety of Products in accordance with manufacturer specifications and regulatory requirements. Improper handling after delivery is not our responsibility.

9.1 Force Majeure Events: We may suspend delivery services without liability during force majeure events including: (i) severe weather (flooding, storms, extreme temperatures); (ii) earthquake or natural disaster; (iii) government-declared emergencies, lockdowns, or curfews; (iv) civil unrest, strikes, or rioting; (v) fuel shortages; (vi) vehicle unavailability; (vii) road closures or infrastructure failure; (viii) pandemics or epidemics.

9.2 Service Suspension Notice: Upon occurrence of a force majeure event affecting delivery, we shall notify all affected customers by phone, email, or SMS. We shall provide information about expected duration and estimated resumption date. Suspended orders shall be processed immediately upon resumption of services.

9.3 Customer Options During Suspension: If delivery is suspended for more than seven (7) days, you may: (i) continue to wait for delivery when services resume; (ii) request cancellation and full refund of payment; (iii) request delivery deferment to a later date. Cancellation shall be processed within ten (10) business days of suspension ending.

9.4 No Liability for Suspension: Crown Engine Oils Distributors shall not be liable for any losses, damages, or business interruption resulting from delivery suspension due to force majeure events. Force majeure suspension does not constitute breach of delivery obligations.

10.1 Intra-EA Deliveries: For deliveries between East African countries (Kenya to Uganda, Tanzania, Rwanda, Burundi), customs clearance is typically streamlined through East African Community (EAC) protocols. However, delivery timelines may be extended by 1-2 days to account for border processing.

10.2 Customs Documentation: For cross-border deliveries, Crown Engine Oils Distributors shall provide necessary customs documentation, including: (i) commercial invoices; (ii) packing lists; (iii) certificates of origin; (iv) regulatory compliance certifications; (v) hazardous material declarations. You are responsible for ensuring customs pre-clearance if required.

10.3 Customs Duties & Taxes: You are responsible for all customs duties, import taxes, VAT, and other levies applicable to imported Products. These charges are your responsibility and must be paid upon clearing customs. Delays in customs clearance due to payment delays are not our responsibility.

10.4 Customs Hold & Delays: If Products are held by customs for inspection or clearance issues, delivery shall be delayed. We shall provide regular updates but shall not be liable for extended customs delays. You shall cover any additional storage or handling charges incurred due to customs hold.

11.1 Delivery Issues Report: Any issues with delivery (late delivery, damaged goods, missing items, wrong address delivery) must be reported within forty-eight (48) hours of delivery. Reports should be submitted in writing with photographic evidence and supporting documentation.

11.2 Investigation & Resolution: Upon receipt of delivery dispute, we shall conduct investigation within five (5) business days. Investigation may include: (i) review of delivery records and GPS tracking; (ii) driver interview; (iii) photographic evidence review; (iv) logistics partner coordination. Resolution may include delivery correction, refund, or replacement.

11.3 Compensation for Delivery Failure: For confirmed delivery failures, compensation may include: (i) rescheduled delivery at no charge; (ii) partial refund of delivery charges; (iii) product replacement. Compensation is limited to delivery charges paid and shall not include consequential damages or business losses.

11.4 Limitation Period: Delivery disputes raised more than thirty (30) days after delivery shall not be accepted unless exceptional circumstances prevent earlier reporting.