Shipping Policy
Last updated: February 2025
Our Promise
GMART guarantees fast, reliable delivery from local shopkeepers directly to your doorstep. Our hyperlocal model ensures you get what you need in 10 minutes or less.
1. Service Areas
GMART currently operates in Gawan and select surrounding areas. Service areas are expanding regularly.
To check if your location is served:
- Open the GMART app
- Enter your delivery address
- The app will confirm if delivery is available at your location
2. Delivery Times
Standard Delivery
Estimated Time: 10 minutes from order confirmation
This is our standard delivery time from when your order is confirmed by the shopkeeper. Actual time may vary based on location, item availability, and demand.
3. Order Placement
All orders must be placed through the GMART mobile app. Web orders are not available at this time.
Operating Hours
GMART operates 24/7. Orders can be placed anytime, and delivery is available throughout the day.
Order Confirmation
Once your payment is processed and a shopkeeper accepts your order, you'll receive a confirmation notification. Delivery countdown begins from this point.
4. Delivery Address Requirements
For successful delivery, ensure:
- Address is within GMART's service area
- Full address with street number, apartment/building name
- Landmark details for easy identification
- Contact number is active and reachable
- Someone is available at the address during delivery
- Access to the building/address is available
5. Item Availability & Substitution
Items are sourced from local shopkeepers who have them in stock:
- All items shown in the app are available at nearby shopkeepers
- Occasionally, an item may go out of stock before delivery
- In such cases, we'll notify you and offer alternatives
- You can choose to accept alternatives, substitute items, or cancel
- No charges are levied for item unavailability
6. Delivery Delays
While we strive for 10-minute delivery, delays may occur due to:
- High order volume during peak hours
- Unexpected traffic or accessibility issues
- Items not immediately available at shopkeeper location
- Payment verification delays
- Weather conditions or natural disasters
You can track real-time delivery status in the app. If a delay exceeds 20 minutes, you can request a refund or cancel your order.
7. Delivery Personnel
Deliveries are made by local delivery partners authorized by GMART. They may ask for order confirmation before handing over items. Please verify:
- Delivery person has valid ID/badge
- Items match your order
- Items are in good condition
8. Special Items & Restrictions
Fragile Items
Items like bottles, glassware, and electronics are delivered with care but may break during transit. Inspect upon delivery and report immediately.
Restricted Items
Alcohol, tobacco, and certain medications require age verification. Delivery may be refused if you cannot provide valid ID.
Perishables
Fresh items like groceries and food should be stored properly after delivery. GMART is not responsible for spoilage after delivery.
9. Delivery Charges
Delivery charges are calculated at checkout and are based on:
- Distance from shopkeeper to your location
- Total weight/quantity of items
- Real-time demand and shopkeeper availability
You can see exact charges before finalizing payment. There are no hidden charges.
10. Proof of Delivery
GMART records the following at delivery:
- Time of delivery
- Delivery location coordinates (GPS)
- Delivery person identifier
- Photos of delivery (in case of issues)
You can access delivery proof through your order history in the app.
11. Non-Delivery Claims
If your order is not delivered within 20 minutes of estimated delivery time:
- Contact support immediately through the app
- Provide location details and any obstacles to delivery
- Our team will investigate within 4 hours
- Full refund will be issued if delivery is not confirmed
Important Notice
GMART is currently available only in Gawan. Service coverage is expanding. Currently, deliveries can only be made to addresses within our service zone. Please verify your address in the app before placing an order.
12. Liability & Exceptions
GMART is not responsible for:
- Delays due to natural disasters, emergencies, or unforeseeable events
- Damage caused by recipient after delivery
- Loss of items after successful delivery
- Inability to access address or premises
- Items damaged during storage by recipient
13. Customer Responsibilities
As a customer, you agree to:
- Provide accurate delivery address
- Be available at the address during the estimated delivery window
- Verify items immediately upon delivery
- Report any issues within the stipulated time frame
- Cooperate with support team for issue resolution
14. Contact Us
For shipping and delivery-related questions: