1. Introduction

This Shipping & Delivery Policy explains how orders placed through the Fruitien Online Store are processed, assigned, dispatched, and delivered.

Fruitien is operated by Citropak Limited and may fulfil orders through authorized Fruitien distributors serving the customer’s selected delivery area.

2. Delivery Location Selection

Customers may be required to select their delivery location using:

Province → City → Area

The selected location may determine:

• product availability;
• distributor assignment;
• delivery eligibility;
• delivery charges;
• estimated delivery time;
• order fulfilment availability.

Customers should ensure that the selected location is correct before placing an order.

3. Delivery Areas

Fruitien delivers only to areas currently supported by the Fruitien Online Store and its authorized distribution network.

Delivery availability may vary depending on:

• Province;
• City;
• Area;
• distributor coverage;
• product availability;
• operational capacity.

Some locations may temporarily be unavailable for delivery.

4. Distributor-Based Fulfilment

Orders may be assigned to an authorized Fruitien distributor based on the customer’s selected delivery area.

Distributor assignment may depend on:

• service territory;
• product stock;
• customer location;
• order volume;
• operational availability.

Fruitien may reassign an order to another authorized distributor where necessary.

5. Order Processing

After an order is placed, it may go through stages including:

• order confirmation;
• location verification;
• stock verification;
• distributor assignment;
• payment verification where applicable;
• packing;
• dispatch;
• delivery.

An order may not be considered ready for dispatch until the required verification and fulfilment steps are completed.

6. Estimated Delivery Time

Any delivery time shown on the website is an estimate.

Actual delivery time may vary depending on:

• customer location;
• distributor availability;
• stock availability;
• order volume;
• traffic conditions;
• weather;
• public holidays;
• operational delays;
• circumstances outside reasonable control.

Fruitien will make reasonable efforts to deliver orders within the estimated timeframe.

7. Delivery Charges

Delivery charges may vary depending on:

• delivery location;
• order value;
• distributor arrangements;
• applicable promotions;
• delivery requirements.

Any applicable delivery charge should be displayed during the cart or checkout process before the customer confirms the order.

8. Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

The address should include all information reasonably required for successful delivery, such as:

• house, building, or shop number;
• street or road;
• area;
• city;
• relevant landmark where appropriate;
• reachable contact number.

Incorrect or incomplete information may cause delays or failed delivery.

9. Customer Contact Details

Customers should provide a valid and reachable phone number.

Fruitien, an authorized distributor, or a delivery representative may contact the customer to:

• verify the order;
• confirm the delivery address;
• obtain directions;
• confirm availability;
• coordinate delivery.

Failure to respond may delay or prevent delivery.

10. Order Tracking and Status

Where available, customers may receive order status information through:

• the Fruitien Online Store;
• My Account;
• email;
• SMS;
• WhatsApp;
• telephone;
• another approved communication method.

The availability of real-time tracking may vary depending on the fulfilment and delivery method.

11. Cash on Delivery Orders

Where Cash on Delivery is available, customers should ensure that an authorized person is available to receive the order and complete payment.

The customer may be required to pay:

• product amount;
• applicable delivery charges;
• any other amount clearly shown in the confirmed order.

12. Failed Delivery

A delivery attempt may be unsuccessful where:

• the customer is unavailable;
• the phone number cannot be reached;
• the address is incorrect or incomplete;
• access to the delivery location is unavailable;
• the customer refuses a valid confirmed order;
• another delivery issue prevents completion.

Where appropriate, another delivery attempt may be arranged depending on operational availability.

Additional delivery charges may apply where permitted and communicated to the customer.

13. Delayed Delivery

Occasionally an order may be delayed due to circumstances including:

• severe weather;
• traffic disruption;
• public holidays;
• unexpected demand;
• stock issues;
• distributor delays;
• technical problems;
• events beyond reasonable control.

Where practical, Fruitien may communicate significant delivery delays to the customer.

14. Product Availability

Product availability may vary by delivery location.

A product appearing on the website or being added to the cart does not always guarantee final availability.

If an ordered product becomes unavailable, Fruitien may:

• contact the customer;
• offer an available alternative where appropriate;
• remove the unavailable item with customer confirmation where necessary;
• cancel the affected item;
• process an applicable refund for prepaid amounts.

15. Partial Delivery

In some circumstances, an order may contain products that cannot all be fulfilled together.

Where appropriate, Fruitien may contact the customer regarding:

• partial fulfilment;
• replacement products;
• delayed items;
• cancellation of unavailable items.

Any additional arrangement should be communicated to the customer.

16. Damaged or Incorrect Products

Customers should inspect the delivered order within a reasonable time.

If an order contains:

• an incorrect product;
• a damaged product;
• a missing product;
• an incorrect quantity;

the customer should contact Fruitien customer support.

Such requests will be handled according to the applicable Return & Refund Policy.

17. Order Cancellation Before Dispatch

Customers should request cancellation as soon as possible after placing an order.

Cancellation may become unavailable once an order has:

• been processed;
• been packed;
• been dispatched;
• been handed over for delivery.

Applicable prepaid refunds will be handled according to the Return & Refund Policy.

18. Refusal of Delivery

Customers should avoid refusing a valid order without contacting Fruitien support.

Repeated unjustified refusal of confirmed orders may result in reasonable restrictions on future ordering or payment options where necessary to prevent misuse.

19. Delivery to Another Person

An order may be received by another person available at the delivery address where appropriate.

Customers should ensure that the person receiving the order is authorized to accept it and make any required payment.

20. Force Majeure and Events Beyond Control

Fruitien may not be responsible for delivery delays or failures caused by events outside reasonable control, including:

• natural disasters;
• severe weather;
• strikes;
• transportation disruption;
• government restrictions;
• communication outages;
• major technical failures;
• other extraordinary events.

21. Changes to This Policy

Fruitien may update this Shipping & Delivery Policy to reflect changes in:

• delivery operations;
• distributor coverage;
• payment methods;
• website functionality;
• logistics arrangements;
• applicable requirements.

The latest version will be published on the Fruitien Online Store.