Shipping Information

At FoodPapa, “shipping” means delivery of items from vendors to your door through our rider network. This page explains how delivery works, how charges are calculated, and what you need for a smooth delivery experience.

1. Delivery Coverage

FoodPapa delivers within active service zones. Availability depends on your delivery location and the vendors serving that area.

Set your precise delivery address and pin location in the FoodPapa app.
Only vendors that can deliver to your selected location will be shown.
If your area is outside a service zone, ordering may not be available until coverage expands.

2. How Delivery Works

Once you place an order, it follows this flow:

Order placed: You confirm items, address, and payment method in the app.
Vendor acceptance: The vendor accepts and prepares your order.
Rider assignment: A FoodPapa rider is assigned to pick up the order.
On the way: The rider collects the items and delivers them to your address.
Delivered: The order is marked delivered once handed over successfully.

You can track each stage under My Orders in the app.

3. Delivery Charges

Delivery fees are calculated at checkout and may vary based on:

Distance between the vendor and your delivery address
Zone-based delivery rates (minimum, per-km, and maximum charges where applicable)
Vendor or campaign offers, including free-delivery vouchers when available
Any additional service or priority options selected at checkout

The final delivery charge is always shown before you confirm your order. Free delivery promotions, if any, apply only when the offer conditions are met.

4. Estimated Delivery Time

Estimated times are shown in the app based on preparation time, distance, rider availability, and traffic conditions.
Actual delivery time may vary during peak hours, bad weather, high demand, or other operational factors.
You will receive status updates as your order progresses.

5. Delivery Address & Customer Availability

Accurate information helps riders complete delivery on time. Please ensure that:

Your delivery address, landmark, and map pin are correct and complete
Your phone number is reachable while the order is out for delivery
Someone is available at the location to receive the order

If the rider cannot reach you, the address is incorrect, or delivery fails due to customer unavailability or refusal without a valid reason, the order may be marked as No-Show or Delivery Failed, and a refund may not apply.

6. Order Changes After Placement

You may cancel an order in the app before the vendor accepts it.
After vendor acceptance, cancellation requests must go through FoodPapa Customer Support and are reviewed case by case.
Address or item changes after confirmation may not always be possible once preparation has started.

For cancellation and refund rules, please read our Cancellation and Refund Policy.

7. Delivery Issues

Contact support promptly if you experience:

Significant delays
Missing, incorrect, damaged, or spilled items
An order marked delivered but not received
Any other delivery-related concern

Provide your order number and supporting details (such as photos) through the app support section. Approved refunds are credited to your Papa Wallet.

8. Factors Beyond Our Control

Delivery may be delayed or cancelled due to circumstances including severe weather, traffic disruption, safety concerns, rider or vendor unavailability, technical issues, or other operational restrictions. When a prepaid order is cancelled by FoodPapa or the vendor for such reasons, the paid amount is refunded to your Papa Wallet.

9. Contact Us

For delivery questions or support:

FoodPapa app → Support / Help
Email: support@foodpapa.com
Phone: 021-111-112-111
Help & FAQs | Contact Us