Shipping & delivery
Where we deliver, what it costs, when it arrives, and what happens when something goes sideways. Windows and fees are always shown before you pay.
Last updated: 12 October 2026Where we deliver
We deliver across the Kingdom of Oman. Speed depends on how close you are to a fulfilment store, so the same order can arrive same-day in one city and next-day in another.
| Zone | Cities | Delivery window |
|---|---|---|
| Metro | Manama, Riffa, Muharraq, Isa Town | Same day or next day |
| Major cities | Hamad Town, Sitra, Budaiya, A'ali, Jidhafs, Sanad | Next day |
| Other regions | Remaining serviceable blocks | 1–2 days |
Enter your block at checkout to see the exact windows available to you. If no window appears, we do not currently reach that address — tell us and we will flag it for expansion.
Delivery charges
| Order value | Standard delivery | Express delivery |
|---|---|---|
| Under OMR 10.226 | OMR 1.227 | OMR 2.250 |
| OMR 10.226 and above | Free | OMR 2.250 |
Charges are shown before you pay, never added afterwards. Free delivery is calculated on the order value after discounts and before VAT, so a basket that drops below OMR 10.226 once a promotion applies will attract the standard fee.
Bulky items. A small number of heavy or oversized products carry a surcharge because they need a second handler. Where that applies it is shown on the product itself and again in your basket.
Order cut-offs and timing
- Same-day delivery — order before 1 pm in metro zones.
- Next-day delivery — order before 9 pm.
- Scheduled slots — pick a window up to 5 days ahead at checkout.
Fresh produce, chilled dairy and frozen items are packed last and travel in temperature-controlled bags. During Ramadan and public holidays, demand is heavy and windows fill early in the day — booking a slot is more reliable than ordering on demand.
Tracking your order
Every order gets a tracking link by SMS and email the moment it is picked. Live driver tracking is available in the app once the order is on the road.
| Status | What it means |
|---|---|
| Confirmed | Payment accepted, order queued at the store |
| Picking | Staff are collecting your items — changes are no longer possible |
| Out for delivery | With a driver; live location visible in the app |
| Delivered | Handed over and signed for or confirmed by OTP |
Substitutions and out-of-stock items
Grocery stock moves fast. If an item sells out between your order and picking, we will do one of the following, based on the preference you set at checkout:
- Substitute with a similar item of equal or greater value at no extra cost — you are never charged more than you agreed.
- Refund the item and deliver the rest of the order.
You will see exactly what changed in your delivery note. If a substitution is not right for you, hand it back to the driver and it is refunded in full — no return process needed.
Receiving your delivery
- Someone aged 18 or over must be present to accept the order.
- Delivery is confirmed by signature or by a one-time code sent to your phone.
- Please check chilled and frozen items while the driver is still there — problems are far easier to resolve at the door than afterwards.
If nobody is home: the driver will attempt contact and wait 10 minutes. If we still cannot reach you the order returns to the store and we will contact you to rebook. A repeat failed delivery may attract a re-delivery fee of OMR 1.227, and perishable items cannot be re-sent — those are refunded.
Changing or cancelling
You can change or cancel free of charge until the order moves to Picking. After that point staff have already collected chilled and fresh goods, so the order proceeds and anything unwanted is handled through the Returns policy instead.
To cancel, open Orders in the app or contact support with your order number.
Delays outside our control
Weather, road closures, sandstorms and civil disruption can push a delivery outside its window. Where that happens we will contact you with a revised time, and you may cancel for a full refund if the new window does not work for you.
Delivery windows are estimates, not guarantees, except where a paid express service states otherwise.