Delivery Policy

Where we deliver

Zento provides delivery services in selected areas across Sri Lanka. Our delivery coverage is continuously expanding as the service grows.

The Zento app displays whether your delivery address is within our currently supported delivery area before you place an order. Delivery availability may vary depending on your location and operational capacity.

If your address is outside our supported delivery area, you may still browse available products, but we may not be able to accept or fulfil your order at that location.

Delivery times

Most orders arrive within 15–30 minutes, but this is an estimate rather than a guarantee. Delivery times may vary depending on your location, traffic, weather conditions, order volume, and store availability.

We will keep you updated in the app if your order is delayed. If we cannot deliver within a reasonable time, you can contact support to request cancellation if your order has not been dispatched.

Delivery fees

Delivery fees may be calculated based on the distance to your delivery address, order weight, and other applicable delivery conditions. Any delivery fee, small-order charge, or free-delivery offer will be displayed at checkout before you confirm your order.

Delivery fees are separate from product prices. If a delivery fee needs to change after an order is placed, we will contact you for confirmation before proceeding.

Tracking your order

Once a rider is assigned, the app may show their live location and your order status. Tracking is available while the order is active, subject to location service availability. You can also contact the rider through the app if you need to provide directions or update access details.

Receiving your order

• Make sure someone is available to receive the order at the delivery address you provided.
• Keep your phone reachable so the rider can contact you.
• Check the products upon delivery and report any visible damage, spoilage, or other issues immediately.
• For vegetables, fresh meat, eggs, milk, and other perishable products, inspect their condition at the time of delivery before accepting the order.
• For products packed by manufacturers or distributors, check the expiry or best-before dates within 24 hours of delivery.
• If you live in an apartment or gated property, provide clear access instructions with your delivery address.

For more information about product complaints and refunds, please read our Refund & Cancellation Policy.

If a delivery cannot be completed

If the rider cannot reach you, locate your address, or gain access to the delivery location, they will attempt to contact you and wait for a reasonable period.

If delivery is still not possible, the order may be returned or cancelled.

Perishable products that have already been prepared or picked may not be refundable in these circumstances, subject to applicable Sri Lankan consumer protection laws. A further delivery attempt may incur an additional delivery fee.

Please refer to our Refund & Cancellation Policy for more information.

Safety and contactless delivery

Our riders are expected to act respectfully and follow applicable safety requirements. You may request that your order be left at your door where it is safe and practical to do so. Once an order has been delivered to the designated location at your request, responsibility for its security passes to the customer, to the extent permitted by applicable law. If you experience any safety concerns, please contact Zento support immediately.

Questions

For assistance with a delivery, use the Help option on your order in the Zento app or email zentoCus@gmail.com with your order number.