Delivery Policy

1. Delivery Address Accuracy

Customers are responsible for providing a complete and accurate delivery address during checkout or in their profile. This includes, but is not limited to:

• House number or unit number
• Basement or main floor details
• Apartment or condo number
• Building name
• Buzzer or intercom code
• Gate access instructions
• Any additional delivery notes required for successful delivery

Failure to provide accurate or complete address information may result in delayed delivery, failed delivery, or order cancellation. Go Direct shall not be responsible for orders delivered to an incorrect address provided by the customer.

2. Contact Information

Customers must ensure that their phone number and email address are accurate and active for order-related communication.

Our delivery team may contact customers regarding:

• Delivery arrival updates
• Access or gate issues
• Missing or incomplete address details
• Delivery confirmation

If the customer cannot be reached using the provided contact details, the order may be treated as a No Show or failed delivery.

3. Delivery Time Slots

We strive to deliver all orders within the selected delivery time slot chosen during checkout.

Once the order is dispatched from our warehouse:

• Notifications may be sent through email, SMS, app notification, or phone call.
• Customers are expected to remain available during the selected delivery window.
• While we make every effort to deliver on time, delays may occasionally occur due to weather conditions, traffic, operational issues, or circumstances beyond our control.

4. Delivery Rescheduling

Customers may request to reschedule their delivery up to 4 hours before the selected delivery slot.

Example: For a delivery slot between 6:00 PM – 10:00 PM, rescheduling must be requested before 2:00 PM.

Once the order is committed for dispatch or out for delivery, changes or rescheduling requests may no longer be possible.

To request a reschedule:

• Email: info@go-direct.app
• Phone: +1 (437) 999-2533

Repeated rescheduling requests may result in restrictions on future scheduling flexibility.

5. Delivery Procedure

Houses and Townhomes

• Deliveries are made only to the main entrance or side door.
• Delivery representatives will not enter inside the residence.

Apartments and Condominiums

• Deliveries are made only to the main entrance, lobby, concierge desk, or lift lobby area.
• Delivery representatives are not required to access upper floors or individual apartment doors.
• Customers are responsible for collecting their order from the designated delivery location.

6. Contactless Delivery

If contactless delivery is selected:

• The order may be left at the delivery location specified by the customer.
• Customers authorize Go Direct to leave the order unattended at the provided address.
• Once the order has been successfully delivered to the designated location, responsibility for the order transfers to the customer.

7. Delivery Confirmation & Proof of Delivery

To protect both customers and Go Direct from misplaced delivery disputes, all deliveries may include proof of delivery, including but not limited to:

• Delivery photographs
• GPS delivery location verification
• Delivery timestamps
• Driver notes
• Customer signature or acknowledgment
• Call or communication records

Proof of delivery may be retained by Go Direct for verification and dispute resolution purposes.

By placing an order, customers agree that:

• Delivery photographs may be taken at the delivery location.
• Such photographs may include the package, entrance area, unit number, or surrounding drop-off area for identification purposes.
• Proof of delivery may be shared with the customer upon request for investigation or verification purposes.
• If proof of delivery confirms successful delivery to the address and instructions provided by the customer, Go Direct shall not be liable for lost, stolen, or misplaced orders after delivery completion.

8. No Show Policy

The following situations may be considered a “No Show”:

• The customer does not answer delivery phone call(s) or communication attempts.
• The customer does not open the door or respond upon arrival.
• The customer does not arrive at the gate, lobby, or pickup point.
• The customer refuses to come to the designated delivery location.
• Family members, roommates, security staff, or friends refuse or deny the delivery.
• Contactless delivery was not selected and no one is available to receive the order.
• Access to the building or property is not possible due to missing buzzer code, access instructions, or restricted entry.

In No Show situations:

• Delivery fees may still apply.
• Re-delivery charges may be charged.
• Refunds may not be provided for perishable or temperature-sensitive products.

9. Failed or Misplaced Deliveries

If a customer believes an order was misplaced or not received:

• The issue must be reported within 24 hours of delivery.
• Go Direct may investigate using proof of delivery records.
• Claims reported after 24 hours may not be eligible for review or compensation.

Go Direct reserves the right to deny claims where proof of delivery confirms successful delivery according to customer-provided instructions.

10. Customer Responsibility

Customers are responsible for:

• Monitoring delivery notifications
• Being available during the delivery slot
• Providing safe and accessible delivery conditions
• Ensuring someone is available to receive the order when contactless delivery is not selected

Repeated failed deliveries or No Show incidents may result in account review, delivery restrictions, or refusal of future service.

11. Policy Updates

Go Direct reserves the right to update or modify this Delivery Policy at any time without prior notice. Continued use of our services constitutes acceptance of the latest version of this policy.