Shipping Policy

Shipping Policy – AOUID

At AOUID, we are committed to providing a seamless and efficient delivery experience for all our customers. Please review the following shipping policy to understand how we handle your orders.

1. Shipping Locations

• We provide delivery services to select locations within Morocco. You can check whether we deliver to your area during the checkout process on the AOUID app or website.

• We do not offer international shipping at this time.

2. Delivery Time

• Standard Delivery Time: Orders will typically be delivered within 1 to 2 hours after being confirmed by the restaurant/store.

• Estimated Delivery Times: Delivery times provided during checkout are estimates. Actual delivery times may vary due to factors such as traffic, weather conditions, or unforeseen delays.

3. Delivery Fees

• Delivery fees are calculated based on the distance between the restaurant/store and the delivery address.

• Fees will be clearly displayed at checkout before you confirm your order.

• Delivery fees are non-refundable unless the delivery is cancelled by AOUID.

4. Order Confirmation and Dispatch

• Once your order is confirmed, our delivery team will prepare your order for dispatch.

• You will receive a tracking number once your order has been dispatched, allowing you to monitor the status of your delivery in real-time.

5. Delivery Process

• Our delivery drivers (Hero runners) will deliver your order directly to the address you provide during the checkout process.

• Orders can only be delivered to the address provided at the time of purchase.

• Please ensure that someone is available at the delivery address to receive the package. If the delivery is unsuccessful due to the absence of the recipient, we may charge additional fees for re-delivery.

6. Delivery Issues

• If there are any issues with the delivery, such as missing items, delays, or damaged products, please contact AOUID customer support immediately so we can address the issue promptly.

• In case of delayed delivery, please check the tracking details, or reach out to our customer support for assistance.

7. Handling of Damaged or Incorrect Items

• If your order arrives damaged or if you receive incorrect items, please notify AOUID customer support within 24 hours.

• We will work with you to arrange for a replacement or refund as appropriate.

8. Shipping Restrictions

• We do not ship to P.O. Boxes.

• Certain items may not be eligible for delivery due to their size, perishability, or special handling requirements.

9. Special Delivery Requests

• If you have any special requests regarding your delivery, such as a specific time window or instructions, please include them in the order notes section during checkout. While we will make our best effort to accommodate these requests, we cannot guarantee them.

10. Contact Information

• If you have any questions or concerns about shipping, please contact our customer service team at contact@aouid.ma or call +212 689 51 06 98.

Thank you for choosing AOUID!