Shipping

1. Purpose

This Shipping & Delivery Policy explains how Go Dokan manages the collection, dispatch, tracking and delivery of Products ordered through the Go Dokan Platform.

Go Dokan coordinates nationwide delivery through Go Delivery and approved courier and logistics partners, including Nepal Can Move where assigned.

Delivery dates displayed on the Platform are clear estimates and may be updated when operational, logistical, regulatory or other circumstances affect delivery.

This Policy forms part of the contractual framework governing Platform Orders.

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2. Service Coverage and Standard Delivery Estimates

Go Dokan provides delivery services across Nepal, subject to Product restrictions, destination serviceability, courier availability and applicable laws.

A Product listing or checkout may specify a different delivery estimate because of:

• Product size or weight
• Stock location
• Product availability
• Regulated handling requirements
• Custom procurement
• Destination
• Special transportation requirements
• Courier serviceability

The applicable delivery estimate will be shown to the Buyer before or promptly after Order confirmation.

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3. Delivery Providers and Tracking

Delivery may be performed by:

• Go Delivery
• Approved third-party courier providers
• Approved logistics partners
• Nepal Can Move or another assigned provider where applicable

Go Dokan coordinates delivery duties that applicable law places on the business entity.

Where supported by the assigned delivery network, the Buyer may receive:

• Tracking link
• Tracking number/code
• Delivery status
• Dispatch status
• Estimated delivery information

Real-time tracking may not be available on every route, particularly remote or special routes.

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4. Order Processing and Dispatch

The delivery process generally follows these stages:

Step 1 Order Verification

Go Dokan and the Vendor verify:

• Cleared payment or approved Credit Order status
• Product availability
• Product compliance
• Destination serviceability

Step 2 Product Preparation

The Vendor must:

• Inspect the Product
• Confirm the correct Product
• Package it securely
• Include the applicable invoice
• Include required documentation
• Include required accessories or components

Step 3 Collection / Dispatch

The assigned logistics provider collects the Product from the approved collection point or location.

The provider records available dispatch information and provides tracking where supported.

Step 4 Delivery Attempt

The logistics provider attempts delivery to the designated:

• Address
• Recipient
• Contact number

The provider records proof of delivery or the reason delivery could not be completed.

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5. Delivery Charges

5.1 Kathmandu Delivery

Standard Kathmandu delivery is free under this Policy.

5.2 Additional Delivery Charges

Additional charges may apply for:

• Outside-Kathmandu delivery
• Heavy Products
• Oversized Products
• Special handling
• Air cargo
• Rescheduled delivery
• Changed delivery routes
• Remote or special destinations

Any applicable charge will be:

1. Disclosed at checkout; or
2. Communicated and agreed before the delivery change where applicable.

Go Dokan will not add a hidden delivery charge after Order confirmation without the Buyer's agreement, except where the additional cost results from a delivery change specifically requested by the Buyer.

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6. Buyer Address and Recipient Responsibilities

The Buyer must provide a complete and serviceable delivery address.

The Buyer should provide:

• Full delivery address
• Area/locality
• Landmark where useful
• Valid phone number
• Authorized recipient details

The Buyer or an authorized representative should remain available during the notified delivery window.

The Buyer may be required to provide reasonable delivery verification.

6.1 Changing Delivery Details

A Buyer may request a change to:

• Delivery person
• Delivery location
• Delivery time

before dispatch.

Such changes are subject to mutual agreement and may affect:

• Delivery time
• Delivery availability
• Delivery charges

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7. Payment Safety During Delivery

Couriers are not authorized to collect the Product purchase price in cash unless Go Dokan expressly provides otherwise under the applicable Order terms.

Buyers must:

• Not hand cash to a courier for the Product price.
• Not transfer money to an undisclosed account.
• Not share payment PINs.
• Not share banking credentials.
• Not share payment OTPs with a courier or unauthorized person.

A delivery-verification code may be requested only when the Platform explicitly identifies that code as being required for the relevant Order.

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8. Proof of Delivery

Depending on the delivery method and applicable system, proof of delivery may include:

• Recipient signature
• Delivery OTP
• Delivery timestamp
• Geographic/status scan
• Photograph, where lawful
• Call-record metadata
• Written acknowledgement

The Buyer should promptly report any:

• False delivery status
• Unauthorized recipient
• Incorrect delivery confirmation
• Delivery record that does not match the actual delivery

Go Dokan may investigate such reports using available delivery and transaction records.

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9. Inspection at Delivery

Where reasonably feasible, the Buyer should inspect the external package before accepting delivery.

The Buyer should check:

• Package condition
• Signs of tampering
• Severe external damage
• Number of packages
• Whether the package appears to be the correct shipment

If visible tampering, severe external damage or an incorrect package is identified, the Buyer should:

1. Inform the delivery person immediately.
2. Note the issue with the delivery person where possible.
3. Report the issue to Go Dokan promptly.
4. Provide photographs or other reasonable evidence where available.

Important

Failure to identify visible damage at delivery does not automatically remove lawful rights relating to:

• Latent defects
• Product defects
• Misdescription
• Wrong Products
• Other rights under the Return, Refund and Exchange Policy

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10. Delivery Delays

Delivery may be delayed because of circumstances including:

• Severe weather
• Festivals or holiday delivery volumes
• Strikes
• Road closures
• Remote routing
• Regulatory inspection
• Vendor delay
• Natural disasters
• Epidemics
• Network or system disruption
• Major logistics disruption

When reasonably practicable, Go Dokan will:

1. Inform the Buyer of a material delay.
2. Provide an updated delivery estimate.
3. Provide available tracking/status information.
4. Offer cancellation or refund where required by applicable law or Order terms.

Force majeure or operational difficulty does not permit avoidable silence or removal of a mandatory Buyer remedy.

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11. Failed Delivery

A delivery may fail because:

• The address is incorrect or incomplete.
• The recipient is unavailable.
• The courier cannot contact the recipient.
• Required lawful verification is refused.
• The destination is temporarily inaccessible.
• Another legitimate delivery obstacle occurs.

Where appropriate, Go Dokan or its delivery partner may attempt to contact the Buyer and arrange rescheduling.

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12. Rescheduling

A failed delivery may be rescheduled where operationally possible.

A rescheduled delivery may affect:

• Delivery date
• Delivery route
• Courier availability
• Delivery charges

If repeated delivery attempts fail, the Product may be returned to the Vendor or origin location and the Order may be cancelled.

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13. Return to Origin

A Product may be returned to origin where delivery cannot reasonably be completed because of Buyer-related circumstances, including:

• Incorrect address
• Repeated recipient unavailability
• Failure to respond to delivery attempts
• Unreachable contact information
• Refusal of lawful delivery verification

A disclosed re-delivery or return-to-origin charge may be applied where:

1. The Buyer caused the delivery failure; and
2. Applicable law permits the charge.

No such charge will be imposed where the failure was caused by Go Dokan, the Vendor or the delivery provider, as applicable.

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14. Lost, Damaged, Tampered or Wrongly Delivered Packages

Go Dokan will investigate reports involving:

• Lost packages
• Damaged packages
• Tampered packages
• Wrongly delivered packages
• Missing packages

The investigation may consider:

• Vendor handover records
• Dispatch records
• Tracking information
• Proof of delivery
• Courier records
• Package evidence
• Buyer evidence
• Relevant communication records

Depending on the circumstances and applicable law, the remedy may include:

• Re-delivery
• Replacement
• Refund
• Other legally required remedy

Responsibility and costs may be allocated between:

• Vendor
• Go Dokan
• Logistics provider

according to the facts, applicable law and relevant contractual arrangements.

The allocation of responsibility does not reduce any mandatory remedy available to the Buyer.

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15. Restricted and Special Products

Certain Products may require additional delivery controls.

These may include:

• Hazardous Products
• High-value Products
• Fragile Products
• Oversized Products
• Temperature-sensitive Products
• Regulated Products
• Products requiring identity verification
• Products subject to route restrictions

Such Products may require:

• Special packaging
• Additional handling
• Restricted delivery routes
• Identity verification
• Additional delivery charges
• Special transportation arrangements

Some Products may not be deliverable to certain locations.

Illegal or unlicensed Products will not be dispatched.

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16. Vendor Responsibilities During Delivery

Vendors are responsible for preparing Products correctly before handover.

The Vendor must:

• Provide the correct Product.
• Ensure appropriate packaging.
• Provide required documentation.
• Provide the applicable invoice.
• Provide accurate Product dimensions and weight.
• Disclose relevant handling requirements.
• Hand over the Product at the approved collection point.
• Cooperate with tracking and proof-of-delivery processes.
• Cooperate with failed-delivery and return-to-origin processes.

Vendor-caused delivery problems may result in responsibility for related costs according to the Vendor Marketplace Agreement and applicable law.

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17. Logistics Provider Responsibilities

Assigned logistics providers are expected to:

• Collect the correct package.
• Record collection/dispatch where supported.
• Transport the package using the assigned delivery process.
• Attempt delivery to the designated recipient and location.
• Maintain applicable tracking information.
• Record proof of delivery.
• Record reasons for failed delivery.
• Cooperate with return-to-origin procedures.

Go Dokan will coordinate with the assigned logistics provider when a delivery issue is reported.

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18. Buyer Responsibilities

The Buyer is expected to:

• Provide accurate delivery information.
• Keep the phone number available.
• Remain available during the notified delivery window.
• Cooperate with reasonable delivery verification.
• Inspect visible package condition where feasible.
• Report delivery problems promptly.
• Avoid sharing payment credentials or OTPs.
• Cooperate with reasonable investigation requests.

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19. Delivery Complaints

A delivery complaint should contain as much of the following information as possible:

• Order ID
• Tracking ID
• Buyer name
• Destination
• Delivery date or attempted delivery date
• Description of the issue
• Photographs or other evidence where available
• Relevant communication or delivery information

Complaints will be registered and handled under the Complaint Handling Policy.

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20. Relationship With Other Go Dokan Policies

This Shipping & Delivery Policy should be read together with the applicable Go Dokan policies, including:

• Buyer Terms & Conditions
• Vendor Marketplace Agreement
• Return, Refund and Exchange Policy
• Cancellation Policy
• Warranty Policy
• Complaint Handling Policy
• Privacy Policy
• Prohibited Products Policy
• Intellectual Property Policy
• Applicable Order-specific terms

Where mandatory law applies, the mandatory legal right or remedy prevails over an inconsistent contractual provision.

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21. Force Majeure

Go Dokan or a delivery party will not be responsible for delay caused by circumstances beyond reasonable control, including:

• Natural disasters
• Epidemics
• Major road closures
• Strikes
• Government restrictions
• Regulatory intervention
• Major network failures
• Major logistics disruptions
• Severe weather
• Other comparable events beyond reasonable control

The affected party should:

1. Communicate material delay where reasonably practicable.
2. Take reasonable steps to mitigate the impact.
3. Resume normal performance when reasonably possible.

Force majeure does not excuse:

• Amounts already due
• Confidentiality obligations
• Data security obligations
• Mandatory consumer remedies
• Reasonable action required to protect Buyers

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22. Governing Law

This Policy is governed by the laws of Nepal, including applicable electronic-commerce, consumer protection, privacy, electronic-transactions and other relevant laws.

Delivery responsibility cannot be avoided solely because Go Dokan uses an independent delivery service provider where applicable law places responsibility on Go Dokan.

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23. Policy Updates

Go Dokan may update this Policy for:

• Legal requirements
• Operational changes
• Delivery network changes
• Security requirements
• Service improvements

The current version and effective date will be displayed on the Platform.

Material changes will be communicated where reasonably practicable.

Archived versions may be retained for legal, operational, compliance and dispute-resolution purposes.

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24. Contact and Notices

Customer Support

Email: support@godokan.com

Phone:

• +977 9852002011
• +977 9852002009

Registered / Postal Office

Go Dokan Private Limited
Kathmandu Metropolitan City-23,
Dharmapath, Kathmandu, Nepal

Grievance Officer

Position: Operations Supervisor

Email: gunaso@godokan.com

Phone:

• +977 9852002007
• +977 9852002011

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25. Policy Summary

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Go Dokan Private Limited

Shipping & Delivery Policy — Version 1.1

Effective Date: 23 August 2026

This document is part of the Go Dokan contractual policy framework and should be read together with the applicable Terms, policies and Order-specific disclosures.