Shipping & Delivery Policy
Last updated 13 June 2025
1. Coverage Area
We currently deliver within Kampala Metropolitan Area and selected neighbouring districts (Wakiso, Mukono, Entebbe). Enter your location at checkout to confirm serviceability.
2. Delivery Schedule
- Same‑day delivery for orders confirmed before 6 pm EAT.
- Next‑day delivery for later orders or high‑volume days.
- No deliveries on public holidays unless stated.
3. How We Calculate Delivery Fees
SUUQ’s fee is dynamic, combining distance from our fulfilment hub and the total weight of your basket.
| Distance (km) | Weight ≤ 5 kg | 5–25 kg | Over 25 kg |
|---|---|---|---|
| ≤ 2 km | UGX 3,000 | UGX 5,000 | UGX 7,000 + 300 / kg above 25 kg |
| 2–5 km | UGX 4,000 | UGX 6,000 | UGX 8,000 + 300 / kg |
| 5–10 km | UGX 5,000 | UGX 7,000 | UGX 9,000 + 400 / kg |
| > 10 km | Quoted at checkout; depends on rider availability | ||
The system uses Google Maps API to calculate straight‑line distance and applies the weight band automatically. The final fee appears on the cart page before payment.
4. Failed Delivery
If a rider cannot reach you after two calls or the address is incorrect, the order is returned to base. A re‑delivery fee equal to the original charge will apply.
5. Order Tracking
Once dispatched you’ll receive an SMS/WhatsApp message with the rider’s phone number and an estimated arrival time.
6. Contact
Delivery queries? Call +256 784 679 630 or email delivery@suuqonline.ug.