Delivery Information

This page explains how delivery works when you order through SantonViva. Please also read our Return & Refund Policy.

1. Our current delivery model

SantonViva is an online marketplace. During our current launch stage, approved sellers hold their own stock, prepare confirmed orders, and dispatch products directly to customers. SantonViva coordinates the order, provides customer support, and helps monitor fulfilment.

A SantonViva pickup and fulfilment station is planned for a future stage. Pickup should not be assumed unless SantonViva specifically confirms it for an individual order.

2. Delivery areas

Delivery is available to supported locations in Uganda, depending on the seller, product, courier or rider availability, and the customer’s location. After an order is placed, SantonViva or the relevant seller may contact the customer by phone or WhatsApp to confirm the address and available delivery arrangement.

3. Delivery time

Our estimated delivery time is 3–7 business days after the order has been confirmed. The delivery period begins after product availability, payment method, customer contact details, and delivery location have been confirmed.

Delivery may take longer because of seller location, product availability, weekends, public holidays, weather, courier capacity, incorrect customer details, or circumstances outside reasonable control. We will try to communicate significant delays.

4. Delivery charges

Delivery charges may depend on:

  • The customer’s delivery location.
  • The seller’s dispatch location.
  • The product’s size, weight, value, or handling requirements.
  • The available courier or rider.

The applicable delivery fee will be shown at checkout where available or confirmed by phone or WhatsApp before dispatch. The customer pays the delivery fee unless a product listing or promotion clearly states otherwise.

5. Order confirmation and processing

  1. The customer places an order on SantonViva.
  2. Payment status, product availability, address, and telephone number are reviewed.
  3. The customer may be contacted by phone or WhatsApp for confirmation.
  4. The seller prepares and packages the confirmed product.
  5. The seller or approved delivery provider dispatches it to the customer.

Please provide a reachable telephone number and complete delivery directions. Incorrect or incomplete information can delay delivery.

6. Tracking and delivery updates

Where online tracking is available, customers can use the Track Order page with their order details. Some seller-direct deliveries may instead be updated through phone, WhatsApp, email, or the order status shown in the customer account.

7. Failed delivery attempts

If the customer cannot be reached, is unavailable, refuses the confirmed order without an approved reason, or provided an incorrect address, delivery may be postponed or cancelled. Additional delivery charges may apply when another attempt is required. Any refund for a prepaid order will be handled according to the Return & Refund Policy.

8. Receiving an order

  • Check the package and confirm that the product appears to match the order.
  • Do not share sensitive payment credentials, passwords, or one-time codes with a seller or rider.
  • Report a damaged, incorrect, missing, or suspicious item to SantonViva as soon as possible.
  • Keep the packaging and take photographs or video when reporting a delivery problem.

9. Contact us about delivery

  • WhatsApp/Phone: +256 700 948 008
  • Email: sales@santonviva.com
  • Support page: santonviva.com/contact-us/

When requesting delivery assistance, please provide your order number and the telephone number used for the order.