Questions and Answers

- How can I apply for delivery?

- You can send your application through our web-site, to our e-mail or from your user account (in case you already cooperate with us) in the upper right corner. You can fill out the application by hand or download Excel file in your user account. We can also provide your API for synchronization.

- I do not represent any e-shop, but I am also in need of delivery services. I want to deliver business cards (T-shirts, waybills, equipment to rent, insurance policies, advertising, burgers, air tickets etc.). Do you provide such services?

- We surely do! We are a delivery service and we will deliver anything that is legal and does not exceed 7 kg in weight.

- What are other payments except for the rate? Does the price depend on kilometers rate?

- There are no extra payments and the price does not depend on kilometers rate. We offer a single delivery price all over Kyiv, which includes everything: free pickup of goods from the supplier (within 1 km from our station), return of goods, insurance etc. The price is fixed and does not depend on distance to your customers within our coverage area. It's all simple: single delivery - single rate, all inclusive.

- We would like to order a free pickup, but there is no station near us. Can you make a delivery?

- Sure! Provide us with a minimum scope in order to ensure the couriers' load at your station and let's discuss the starting date! In any case contact us: +38 (067) 44 77 215. We will make a deal!

- The customer wants to make delivery not now, but on definite day and time. Do you accept such orders?

- Surely, we do. Please indicate the delivery time with an hour interval and we will make the delivery to the customer right on the day and time.

- Which goods do you deliver?

- We deliver goods which do not exceed 7 kg in weight and 40x40x40 cm in sizes. Our couriers deliver goods on electric bikes, so we cannot deliver large-size or heavy goods. Besides, we do not deliver jewellery, pharmaceuticals, weapon, drugs and other similar illegal things.

- How do you pack the goods?

- We do not pack goods. We just deliver goods packed by the customer. We deliver goods in bags or boxes on carriers for electric bikes. We also use special thermobags to deliver food.

- Do you call the customers before visits?

- Every time! We come only in case we managed to contact the customer by phone. We call the customer several times. In case there is no reply, we will call you to discuss further steps. For example, we will ask you to contact the customer via e-mail or change the time of delivery for a later time (with no additional fees).

- Shall any extra fee be paid in case the delivery address changes?

- The change of delivery is free. But if we call the customer and the customer confirms the address, we come there in time and the customer suddenly asks to make delivery to another address - the goods are deemed delivered in this case and the new address will be considered a new delivery.

- We need to deliver 3 pairs of shoes to the customer, but the customer will choose only 1. Will you make the back delivery? In case the customer rejects the order, will you deliver the order back?

- We will do. The back delivery is free.

- What do you do in case the customer rejects the order?

- In case the customer has any questions or does not like the goods and decides to reject the order, we will call you back to find out our further actions. Generally, we call you in any irregular situation. We do not take any personal decisions related to customers.

- What if the addressee was not able to accept the order? What do you do with the goods?

- In case the goods cannot be delivered in due time through the addressee's fault, we will redeliver them. If the goods are not delivered in case of redelivery, they are returned to the sender. The customer pays every courier's ride in such case.

- The collection warehouse is not located near your station. Can you pickup the goods and deliver them to the customer?

- Sure, we can. The pickup will cost UAH 30 and the delivery around Kyiv will cost UAH 70. Please consider the time for courier to get to your warehouse in this case. We ensure delivery in 1 hour if the supplier is located within 1 km from our station and the goods are ready for pickup. In case you are located beyond the limit, please add the time for courier to get to your warehouse (30 minutes maximum).

- How can I know whether you pickut the goods at my address?

- We pickup orders within the areas on the map for free within 10 minutes to deliver them within 1 hour. You can see the areas of free pickup on the map in the "Pickup Points".

- How can I know whether my address belongs to your coverage area without a map?

- Please enter your address in the application form in the starting page of the web-site and you will see whether the address belongs to our coverage area.

- The customer lives outside Kyiv. Do you make deliveries outside Kyiv?

- No, we do nod deliver beyond the limits of Kiltseva Street, Lisova and Boryspilska metro stations and to the gardens. Please see the detailed map of the coverage area in the "Delivery Points".

- Can you deliver goods beyond your coverage area, for instance, to Petropavlivska Borshchahivka, for additional fee?

- Yes.

- When do you make the return?

- We make the return on the day of delivery or the following day.

- When shall the payment for delivery be made?

- In case you make your order for the first time, the payment shall be made directly upon delivery. In case you will become our regular customer, you will have an opportunity to make transfers to us once per week or month, whenever convenient for you.

- Can you deliver oversize goods, let's say, a weight or a fridge, for additional fee?

- No. The courier rides an electric bike and his opportunities are limited with the size of his bag and bike capacity.

- Will the courier be able to wait for the customer over half an hour or wait for the order to be formed in the warehouse?

- Yes, the waiting time up to 30 minutes is free. Any additional time is extra paid.

- What is the period for keeping the rejected goods with you in case I cannot collect them immediately?

- Three days.

- In case the customer had been accepting the goods for too long and the courier had to stay with the customer for a while, will the delay make any influence upon the customers to follow?

- No. DelFast couriers go to deliver the order and return to the station. Single order - single ride. Our couriers do not ride "in zigzags" from one customer to another. They just come to the customer and return back. This means that a delay with a single customer will not make any impact upon other customers.

- What is I have got peak sales and have to deliver too many goods?

- Our customers hadn't got any problems with delivery on holidays, for example - on the New Year.

- What if I need 100 couriers in a day?

- No problem. Just let us know in advance. At least in 2 days.

- How can I track the order status?

- You can track all your orders in your user account, the statuses will be as follows: "Accepted for delivery", "Dispatched to the address", "Delivered". We can also call to confirm the delivery at request.

- Can I see the way the user profile looks like?

- Sure. Here are the demo-login and password:
Demo
DEMO1
All the fields in the application are adjusted to certain customer. For example, if you do not need the barcode, we will remove the field.

- Can I send fragile things?

- No, the goods for delivery cannot refer to the category of fragile goods or illegal goods according to the legislation in force (including flammable, explosive, aggressive chemical substances, drugs, weapon, money, precious metals and stones, jewellery and antiques, precious works of art).

- Do you deliver to the customer's door or only to the building entrance?

- We deliver door to door.

- Does the courier check the completeness of goods together with the customer?

- Yes, and he issues a guarantee in case everything is OK.

- Does the courier perform demonstration, connection and provide consultation on the goods delivered?

- No. You have to better contact the manager of e-shop in this regard.

- I have got questions, whom shall I contact?

- Please e-mail us to webmaster@delfast.co or call us: (093) 322 23 16.