🚚 سياسة التوصيل والشحن🚚 Delivery & Shipping Policy

1. Coverage Area

Supra currently delivers within Fayoum Governorate, covering the city and available surrounding districts shown in the app. Coverage is determined automatically based on your saved address; if your area isn't yet covered, you'll see a clear notice before checkout.

2. Delivery Time

Average delivery time ranges from 30 to 60 minutes from order confirmation, depending on distance, order type (restaurant / supermarket / pharmacy / custom delivery), and peak-hour demand. Estimated time is shown before you confirm the order and updates live via order tracking.

3. Delivery Fees

Delivery fees are calculated based on the distance between pickup and drop-off points and shown in full in the cart before payment — no hidden fees. For "Custom Delivery," pricing depends on the selected zone/distance.

4. Delivery Types

• Standard delivery: via a Supra courier from the store/restaurant to your address
• Self pickup: collect your order directly from the branch
• Merchant delivery: some stores deliver using their own couriers
• Custom Delivery: move any item point-to-point within our coverage area

5. Scheduled Orders

You can schedule an order for a later time where available, and it will be prepared and delivered at your chosen time.

6. Delays & Failed Delivery

If a delay occurs, you can track your order live in the app or contact support directly. If the customer can't be reached (unreachable number / incorrect address), we will attempt contact by call or chat; if contact fails within a set window, the order is handled per our Refund & Cancellation Policy.

7. Order Handover

Couriers verify the recipient's identity at handover to ensure the order reaches the right person. Please inspect your order upon receipt and report any missing or incorrect items immediately via in-app support chat.