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Policy

Shipping & Delivery Policy

Last updated: June 2026 · Version 2026.07 · Governing law: State of Kuwait

1. Marketplace model

Nexvend is a marketplace that connects independent buyers and independent sellers. Products are fulfilled by the individual seller. Nexvend coordinates the transaction and facilitates delivery, but does not manufacture, own, or warehouse inventory. Delivery performance depends on seller preparation time, seller availability, courier availability, delivery location, and operational conditions.

2. Official order lifecycle

  • Order Placed
  • Payment Successfully Verified
  • Awaiting Vendor Acceptance
  • Vendor Preparing Order
  • Ready for Pickup
  • Pickup Scheduled
  • Picked Up by Delivery Partner
  • In Transit
  • Delivered
  • Buyer Review Period (3 calendar days)
  • Buyer Confirms — or — Automatically Accepted
  • Payout Eligible → Finance Processing → Payout Completed

3. Seller service level expectations

Sellers are expected to:
  • Accept and begin processing orders within 24 hours.
  • Prepare the order for pickup within 1–3 business days.
  • Package the order securely.
  • Provide accurate pickup information.
  • Be available for the delivery partner at collection.

4. Standard delivery target

After the courier successfully collects the order from the seller, standard delivery is targeted to be completed within up to 3 business days under normal operating conditions.

5. Overall estimated delivery

Overall estimated delivery from a successful payment is typically 2–6 business days, depending on:
  • Seller processing time
  • Pickup scheduling
  • Courier availability
  • Delivery destination
  • Weekends and public holidays
  • Weather
  • Force majeure events
Delivery timelines are estimates, not guaranteed delivery dates.

6. Important delivery disclaimer

Standard delivery is typically completed within up to 3 business days after the order has been successfully collected by the delivery partner.

Delivery estimates begin once the seller has prepared the order and it has been collected for delivery.

If the seller delays preparing the order, is unavailable for pickup, or fails to make the order available to the delivery partner, delivery timelines may be extended.

Nexvend will make every reasonable effort to facilitate timely fulfillment; however, delays caused by seller preparation, seller availability, or courier operations may affect delivery times.

You will receive status updates throughout the fulfillment process.

7. Seller responsibilities

Sellers are responsible for preparing orders promptly, packaging products appropriately, providing accurate pickup information, and being available for courier collection. Failure to do so may result in:
  • Delivery delays.
  • Customer dissatisfaction.
  • Increased disputes.
  • Lower vendor performance metrics.
  • Marketplace warnings.
  • Future account restrictions if repeated.

8. Courier responsibilities

The delivery partner is responsible for pickup scheduling, safe transport, tracking updates, and handover to the buyer at the confirmed delivery address.

9. Weekends, public holidays & force majeure

Delivery timelines are measured in business days. Weekends (Friday–Saturday in Kuwait) and official Kuwaiti public holidays are not counted. Delivery times may be extended for events outside our reasonable control (weather, courier disruption, force majeure).

10. Delivery area

Nexvend currently delivers within the State of Kuwait. International delivery is not offered at this time.

11. Delivery fee

The current flat delivery fee is 2 KWD per order, displayed separately at checkout. The fee in effect at the time of checkout applies.

12. Customer obligations

  • Provide an accurate, complete delivery address with a contact phone number.
  • Be reasonably available during the agreed delivery window.
  • Inspect the package on receipt and report visible damage immediately.

13. Failed delivery

If delivery cannot be completed due to an incorrect address or unavailability, the courier will attempt redelivery. Repeated failures may result in the order being returned to the seller; additional fees may apply.

14. Delivery damage

If the package arrives damaged, open a ticket within 48 hours with clear photos. Eligible damaged-on-arrival claims are handled under the Returns & Refunds Policy.

15. Customer communication during delays

Buyers receive status updates throughout the fulfillment process. If seller preparation is delayed, we notify the buyer with a professional and neutral message; delivery estimates only begin once the order has been collected by the delivery partner.

16. Provider-agnostic architecture

Nexvend uses a provider-abstracted logistics layer. Additional or replacement courier providers may be integrated over time without any change to the order lifecycle, tracking timeline, notifications, or dashboards described above.

Operated by شركة نكسفند للوكيل بالعمولة والإتجار بالعمولة. Contact support@nexvend.io for questions about this policy.