Shipping & Delivery Policy

At EmphoeniX, we are dedicated to providing an exceptional culinary experience, delivering our freshly prepared meals directly to your door with unparalleled efficiency and a steadfast commitment to environmental stewardship. Our dedicated in-house delivery team ensures a seamless and reliable service, powered exclusively by our fleet of electric vehicles.

Delivery Timelines and Precision

·       Scheduled Delivery Windows: We offer meticulously planned delivery slots to accommodate your schedule, ensuring your meals arrive at their optimal freshness. Choose from the following delivery windows:

Lunch

o   11:30 AM – 12:30 PM

o   12:00 PM – 1:00 PM

o   12:30 PM – 1:30 PM

Dinner

o   6:00 PM – 7:00 PM

o   6:30 PM – 7:30 PM

o   7:00 PM – 8:00 PM

 

·       Real-Time Delivery Updates: While we strive for absolute punctuality, external factors such as traffic and weather may occasionally cause minor variations. Should any unforeseen delays occur, we will provide timely updates to keep you informed.

·       Order Cut-off Times: To guarantee delivery within the scheduled time, please place lunch orders before 8 AM and dinner orders before 2 PM on the day of delivery. This ensures our culinary team has enough time to prepare your meals fresh and on time.

Complimentary Delivery Service

  • Unwavering Convenience: We believe in delivering exceptional value. Therefore, all deliveries are provided at no cost, regardless of order size.

Delivery Protocol and Client Responsibilities

  • In-House Delivery Excellence: Our dedicated, trained delivery personnel manage all deliveries, ensuring the integrity and freshness of your meals without reliance on third-party delivery services.
  • Proactive Delivery Communication: We prioritize transparent communication. Should any anticipated delays arise, you will be notified promptly.
  • Client Availability and Coordination: To facilitate smooth delivery, we request that a designated recipient be available at the provided address during the selected delivery window. In the event of unavailability, our team will attempt to contact you for further instructions.
  • Authorized Drop-Off Procedures: For instances where you anticipate unavailability, you may provide specific delivery instructions, such as leaving the order at a reception or designated secure location. Please note that once delivery is completed according to your instructions, responsibility for the order transfers to you.
  • Address Verification and Accuracy: Ensuring the accuracy of your delivery address is paramount. Please verify and update your delivery details before order dispatch. Incorrect addresses may lead to delivery delays or failures.
  • Delivery Confirmation: Upon successful delivery, you will receive a confirmation notification via email/SMS.
  • Redelivery and Order Fulfilment: In the event of a failed delivery due to an incorrect address, inaccessible location, or lack of recipient response, we will make one attempt at redelivery, if feasible. If that attempt fails, the order is considered fulfilled, and refunds will not be issued.

Sustainability and Environmental Responsibility

  • Electric Vehicle Fleet: Our commitment to sustainability is demonstrated through our exclusive use of electric vehicles for all deliveries, significantly reducing our carbon footprint.
  • Eco-Conscious Packaging: We utilize environmentally friendly packaging solutions to minimize waste and promote a sustainable ecosystem.

Addressing Delivery Irregularities

  • Prompt Delay Notification: Should any unexpected delays occur, we will proactively communicate a revised delivery timeline.
  • Redelivery Coordination: In the event of a failed delivery attempt, please contact our customer support team through the email or mobile details listed on our Contact Us page on the website to arrange for redelivery.

Contact and Support

·       Dedicated Customer Support: For any delivery-related inquiries, please contact our support team through the email or mobile details provided on our Contact Us page on the website.

Thank you for choosing EmphoeniX. We are honoured to serve you with fresh, healthy meals while championing environmental sustainability.