DELIVERY & SHIPPING POLICY
Vetra Electronic Platforms Egypt LLC — VetraLink – فيترالينك
1. Purpose
This Delivery & Shipping Policy governs the delivery and shipping of products purchased through the VetraLink platform. It applies to veterinary products, pet-care products, animal supplies, and other products that may be offered through VetraLink from time to time.
2. Delivery Areas
VetraLink determines the geographic areas in which delivery services are available. Delivery availability may vary depending on the customer’s location, the product purchased, product availability, supplier location, courier availability, operational capacity, and any applicable legal or regulatory requirements. VetraLink reserves the right to determine, modify, expand, restrict, or suspend delivery areas at its discretion.
3. Standard Delivery
VetraLink’s standard delivery service is normally provided on the next Business Day, subject to the order being successfully placed and confirmed; product availability; the delivery address being within an active VetraLink delivery area; courier and operational availability; and circumstances outside VetraLink’s reasonable control. “Business Day” means a day on which VetraLink’s relevant delivery operations are ordinarily operating, excluding applicable weekends and public holidays. The next-Business-Day delivery timeframe is an estimated service timeframe and does not constitute an unconditional guarantee unless VetraLink expressly confirms a guaranteed delivery time for a particular order.
4. Same-Day Delivery
VetraLink may offer same-day delivery in selected areas. Same-day delivery is not available in all areas. VetraLink will determine which geographic areas are eligible for same-day delivery based on operational capacity, courier availability, distance, order timing, product availability, and other relevant factors. VetraLink may change the areas eligible for same-day delivery from time to time without notice. Where same-day delivery is available, the customer may be offered the option during the ordering process or may be required to contact VetraLink to arrange the service.
5. Same-Day Delivery Fee
Same-day delivery may be subject to an additional delivery fee. The applicable same-day delivery fee will be determined by VetraLink and may vary depending on the delivery location; distance; courier availability; delivery timing; demand; order characteristics; and other operational costs. The applicable fee will be communicated to the customer before the same-day delivery service is confirmed. VetraLink is not required to provide same-day delivery where the applicable additional fee has not been accepted or paid, where required.
6. Order Cut-Off Times
Same-day and next-Business-Day delivery may be subject to order cut-off times determined by VetraLink. Orders placed after an applicable cut-off time may be processed on the following Business Day or may be subject to a later delivery date. VetraLink may establish different cut-off times depending on the customer’s location, product, delivery service, day of the week, public holidays, or operational circumstances.
7. Delivery Estimates
Any delivery timeframe displayed or communicated by VetraLink is an estimate unless expressly stated otherwise. Delivery times may be affected by order processing; product availability; supplier processing; courier capacity; traffic or transport conditions; weather; public holidays; incorrect or incomplete delivery information; customer unavailability; or circumstances beyond VetraLink’s reasonable control.
8. Delivery Address
Customers are responsible for providing an accurate and complete delivery address. The customer may be required to provide recipient name; contact telephone number; governorate; city or area; street address; building or property number; apartment or unit number, where applicable; and any reasonable delivery instructions. VetraLink is not responsible for delays, failed deliveries, additional delivery attempts, or additional costs resulting from incorrect, incomplete, or outdated information supplied by the customer.
9. Third-Party Delivery Providers
VetraLink may use independent courier companies, logistics providers, contractors, or other third-party delivery providers to fulfil orders. Where necessary to complete delivery, relevant customer information may be shared with the delivery provider in accordance with VetraLink’s Privacy Policy and applicable law.
10. Tracking
Where tracking is available, VetraLink may provide the customer with tracking information or a tracking link. Tracking information is generally supplied by the relevant courier or delivery provider, and VetraLink does not guarantee that tracking information will always be available, accurate, or updated in real time.
11. Delivery to the Customer
The customer, or an authorised person at the delivery address, may be required to accept the order. The delivery provider may request reasonable information to verify the recipient or order, including the recipient’s name, telephone number, order number, or other appropriate information.
12. Customer Unavailability
If nobody is available to receive the order, the delivery provider may, where reasonably practicable, attempt to contact the customer; make another delivery attempt; leave an appropriate delivery notification; return the order to a designated location; or return the order to the supplier or VetraLink. Additional delivery or redelivery charges may apply where a failed delivery results from the customer’s unavailability, incorrect address, refusal to accept the order, or failure to comply with reasonable delivery instructions.
13. Failed or Unsuccessful Delivery
If delivery cannot reasonably be completed, VetraLink may, subject to applicable law, arrange another delivery attempt; reschedule delivery; return the product to the supplier; cancel the order; issue a refund where applicable; or deduct reasonable actual delivery or return costs where legally permitted.
14. Damaged Products
Customers should inspect products upon delivery where reasonably possible. If a product arrives damaged, the customer should contact VetraLink as soon as reasonably practicable and provide relevant information, including photographs where appropriate. VetraLink may investigate the matter with the supplier or delivery provider and may arrange an appropriate remedy in accordance with applicable law and VetraLink’s Refund and Returns Policies.
15. Incorrect or Missing Products
If the customer receives an incorrect product or an item is missing from the order, the customer should contact VetraLink as soon as reasonably practicable. VetraLink may investigate the issue and, where appropriate, arrange delivery of the missing product; replacement of the incorrect product; collection and return of the incorrect product; or a refund or other appropriate remedy.
16. Product-Specific Delivery Restrictions
Certain products may be subject to additional delivery requirements or restrictions. These may include restrictions relating to product type; storage requirements; temperature; handling requirements; legal or regulatory requirements; prescription or veterinary requirements; geographic availability; or supplier restrictions. Where applicable, the customer will be informed of relevant requirements before or during the ordering process.
17. Products Requiring Special Handling
Products requiring special handling, storage, refrigeration, controlled transportation, or other specific conditions may be subject to additional delivery requirements. VetraLink may restrict delivery of such products to particular locations or delivery services where necessary to protect product integrity and comply with applicable requirements.
18. Delivery Fees
Delivery fees, where applicable, will be displayed or communicated to the customer before the order is completed, where reasonably practicable. Delivery fees may vary depending on delivery location; delivery method; order size or weight; product type; courier charges; same-day delivery requirements; and promotional offers.
19. Same-Day Delivery Availability
The availability of same-day delivery is determined solely by VetraLink based on its operational arrangements at the relevant time. The fact that a customer has previously received same-day delivery does not guarantee that same-day delivery will be available for future orders. VetraLink may suspend same-day delivery temporarily or permanently in any area.
20. Delays
VetraLink will take reasonable steps to process and arrange delivery within the applicable estimated timeframe. However, VetraLink is not responsible for delays caused by circumstances outside its reasonable control, including courier delays, severe weather, traffic disruptions, public emergencies, supplier delays, system failures, or other Force Majeure events.
21. Force Majeure
Where a delivery delay or failure results from circumstances beyond VetraLink’s reasonable control, VetraLink may extend the delivery timeframe, reschedule delivery, or take another reasonable action appropriate to the circumstances. Nothing in this section limits any rights or remedies that cannot legally be excluded under applicable law.
22. Return to Sender
Where an order cannot be delivered and is returned to VetraLink, a supplier, or another fulfilment location, VetraLink may contact the customer regarding available options. Where legally permitted, the customer may be responsible for reasonable actual delivery and return costs where the failed delivery resulted from circumstances attributable to the customer.
23. Refunds Following Delivery Failure
Where an order is cancelled because delivery cannot be completed, VetraLink may provide a refund in accordance with its Refund and Returns Policy and applicable law. Where permitted by law, VetraLink may deduct reasonable actual costs incurred as a result of unsuccessful delivery, return, or redelivery where those costs were caused by the customer.
24. Delivery Confirmation
VetraLink or its delivery provider may record delivery confirmation, including the date and time of delivery and, where appropriate, the name or other reasonable confirmation details of the recipient. Such information may be retained as part of VetraLink’s business and transaction records in accordance with its Records Management, Privacy, and Data Retention Policies.
25. Changes to Delivery Services
VetraLink may change its delivery methods, delivery providers, delivery areas, delivery fees, delivery timeframes, and same-day delivery availability from time to time. Changes will not affect an order that has already been confirmed except where reasonably necessary due to circumstances beyond VetraLink’s control or where otherwise permitted by law.
26. Customer Support
Customers may contact VetraLink regarding delivery issues, including delayed, damaged, missing, incorrect, or unsuccessful deliveries. VetraLink may request information reasonably necessary to investigate and resolve the issue.
27. No Exclusion of Consumer Rights
Nothing in this Delivery & Shipping Policy is intended to exclude, restrict, or modify any rights, guarantees, remedies, or protections that cannot lawfully be excluded, restricted, or modified under applicable Egyptian law or other applicable law.
28. Governing Law
This Policy is intended to be governed by the laws applicable to Vetra Electronic Platforms Egypt LLC and its operations in the Arab Republic of Egypt, subject to any mandatory legal rights and requirements applicable to customers.
29. Contact
Questions or concerns regarding delivery or shipping may be directed to VetraLink through the customer support channels made available on the VetraLink platform.
30. Policy Updates
VetraLink may amend this Delivery & Shipping Policy from time to time to reflect changes in its services, delivery arrangements, operational requirements, or applicable law. The most recent version published through the VetraLink platform will apply to future orders unless otherwise required by law.