Effective Date: 30 June 2025
At MOST, we are committed to providing reliable, efficient, and customer-friendly delivery services for all users on our platform; customers, vendors, and delivery partners. This Delivery Policy sets out the standards and expectations that ensure a consistent and secure experience for everyone.
1. Overview
MOST manages the delivery of orders placed on our digital marketplace, leveraging our own logistics infrastructure and trusted third-party delivery partners. Our delivery network covers both urban and rural areas within Eswatini.
Delivery Timelines
Same-Day Delivery: Available for most urban locations on orders placed before [Insert Cut-off Time].
Next-Day Delivery: Applies to orders placed after the cut-off or in areas with limited same-day capacity.
Rural Deliveries: Typically completed within 1-3 business days, depending on location and logistical constraints.
Note: Delivery timelines are estimates and may be impacted by external factors, such as weather, public holidays, or operational disruptions.
3. Delivery Zones and Coverage
MOST delivers to a wide range of locations across Eswatini, including towns, peri-urban, and rural communities.
For detailed delivery zone information, please refer to: [Link to coverage map]
4. Vendor Responsibilities
Prepare and pack orders securely and accurately.
Ensure packages are ready for pickup by the agreed-upon time.
Use appropriate packaging materials to minimize damage during transit.
Provide accurate product information and update stock availability in real time.
5. Customer Responsibilities
Provide a complete and accurate delivery address, including landmarks where relevant.
Be available to receive the order within the delivery window provided.
If unavailable, designate an authorized recipient who can accept the package on their behalf.
Inspect packages upon receipt and report any discrepancies or damages within 48 hours.
6. Order Tracking and Notifications
MOST provides real-time tracking for all deliveries via:
- The MOST mobile app
- SMS updates
- Email notifications
Customers will be notified at key stages:
Delivery confirmation with proof of delivery (POD)
Order confirmation
Dispatch from vendor or warehouse
Estimated arrival time (ETA)
7. Proof of Delivery (POD)
Delivery agents will capture POD using digital tools (photos, geolocation, signatures) for accountability.
POD will be securely stored and shared as needed to resolve disputes or inquiries.
8. Returns and Exchanges
Returns and exchanges are handled in accordance with the vendor’s return policy.
Customers should initiate return requests via the MOST app or website.
MOST coordinates with vendors to ensure a smooth returns process, including collection and restocking of returned items.
9. Delivery Failures
If a customer is unavailable at the time of delivery, the agent will attempt to contact the customer.
If delivery fails after reasonable attempts, the package will be returned to the vendor or held for redelivery.
Additional fees may apply for re-delivery or restocking.
10. Liability and Limitations
MOST is responsible for ensuring secure delivery until the package has been handed over and confirmed delivered (POD).
Once delivery is complete, responsibility for the goods transfers to the customer.
Vendors and customers must promptly report any delivery-related issues within 48 hours of receipt.
11. Third-Party Delivery Partners
In some areas, MOST partners with trusted third-party delivery providers to ensure reliable and efficient fulfillment.
These partners are held to the same high operational standards as MOST delivery agents.