At Order Up, we are committed to providing reliable and secure package delivery services across Providenciales. Please review the following policy to understand how our package delivery service operates.
Operating Hours
Package delivery is available Monday to Sunday, 9:00 AM – 6:00 PM.
Any delivery requests made outside these hours will be scheduled for the next delivery day during operating hours.
Prohibited Items
Illegal items such as drugs, restricted goods, or contraband are strictly prohibited and punishable by law.
Hazardous materials, dangerous goods, or perishable items requiring refrigeration are not accepted.
Weight and Size Limits
Packages must not exceed 50 lbs (22.5 kg).
Large or oversized items such as furniture, appliances, or bulky equipment will not be accepted.
If a package is found to exceed the weight limit upon pickup, the delivery will be declined and a partial refund of 50% of the delivery fee will be issued to compensate our drivers for their time and effort.
Customer Responsibilities
Customers must provide the correct sender and receiver details, including accurate delivery addresses and contact numbers.
If the delivery address is incorrect, incomplete, or unreachable, the delivery will be marked as failed and no refund will be provided.
Packages must be securely packed and sealed by the sender. Order Up and its drivers are not responsible for poor packaging that results in damage.
Delivery Process
Drivers will collect the package at the specified pickup location and deliver it to the receiver’s address provided by the customer.
Delivery instructions such as leave at door, hand to recipient only, or call on arrival should be provided during booking.
If the receiver is unavailable at the time of delivery, the driver may attempt to contact the customer. Additional delivery attempts may incur extra charges.
Refund Policy
Refunds will only be granted under the following conditions:
The package was not delivered by our driver.
The package was damaged during delivery due to mishandling by our driver.
Refunds will not be issued if:
The delivery address or contact information provided was incorrect.
The package exceeded the weight or size limit.
The package contained prohibited or improperly packaged items.
All refund requests must be submitted through the Order Up support team within 24 hours of the scheduled delivery.
Approved refunds will be processed within 7 business days.
Delays and Limitations
Delivery times may be affected by traffic, weather, or other unforeseen circumstances. Customers will be notified in such cases.
Order Up is not responsible for delays caused by natural disasters, road closures, or uncontrollable events.
Liability Disclaimer
Order Up acts as a delivery facilitator and is not responsible for the contents of packages.
Customers are solely responsible for ensuring that items are legal, safe, and properly packaged for transport.
Our liability is limited to the refund conditions outlined above.
