PINOFOODS SHIPPING & DELIVERY POLICY

PINOFOODS SHIPPING & DELIVERY POLICY

Pinotech Group International (Pty) Ltd trading as Pinofoods

Effective Date: 7 November 2026
Website: www.pinofoods.com

1. Introduction

Welcome to Pinofoods!

At Pinofoods, we are committed to making quality food products accessible to families, retailers, caterers, restaurants and businesses across Botswana.

We aim to provide reliable order fulfilment, convenient collection options and efficient delivery arrangements.

This Shipping & Delivery Policy explains how orders placed through our website, factory shop and other direct sales channels are processed, collected and delivered.

2. Order Processing

Orders are processed after confirmation of payment or approval of agreed credit terms for authorised wholesale customers.

Processing times may vary depending on product availability, order quantities, packaging requirements and delivery arrangements.

Orders containing bulk food products, large quantities of spices or specially packed products may require additional preparation time.

Customers will be informed where significant delays are anticipated.

3. Factory Shop Collection

Customers may arrange to collect their orders directly from our Pinofoods Factory Shop in Broadhurst Industrial, Gaborone.

Collection address:

Pinofoods Factory Shop
Unit 03, Mafulo House
Plot 10212/3, Block B, Mokolwane Road
Broadhurst Industrial
Gaborone, Botswana

Behind Total Petrol Station, Broadhurst Industrial.

Customers should wait for confirmation that their order is ready before visiting for collection.

Collection is subject to the factory shop's operating hours.

Customers may be requested to provide their order confirmation, receipt or suitable identification when collecting goods.

4. Local Deliveries – Gaborone and Surrounding Areas

Pinofoods may arrange deliveries within Gaborone and surrounding areas, subject to service availability.

Delivery arrangements may depend on:

  • Delivery location

  • Order size and weight

  • Product availability

  • Vehicle and delivery scheduling

  • Applicable delivery charges

Any delivery fee and estimated delivery period will be communicated before the customer confirms a delivery order.

Where delivery is not available for a particular address, customers may arrange collection or enquire about alternative transport arrangements.

5. Deliveries Across Botswana

Pinofoods supplies customers and businesses across Botswana.

For orders outside Gaborone, delivery may be arranged through available transport services, third-party couriers or agreed distribution arrangements.

Delivery costs and estimated timelines depend on the destination, consignment size, weight and transport method.

Customers should contact Pinofoods to confirm available shipping options before placing large or time-sensitive orders.

6. Bulk and Wholesale Deliveries

Pinofoods supplies bulk food products to retailers, wholesalers, caterers, restaurants, institutions and other commercial customers.

These products may include:

  • Bulk macaroni and spaghetti

  • Rice, maize meal, flour and other grains

  • Spices, herbs and seasonings

  • Soya mince, soya chunks and other TVP products

  • Cooking oils, sauces and vinegar

  • Other food-service and institutional products

Bulk orders may require separate delivery quotations based on quantity, weight, destination and handling requirements.

Customers are encouraged to confirm delivery requirements when placing wholesale orders.

Special delivery arrangements may be agreed in writing.

7. Shipping and Delivery Charges

Delivery charges are determined according to the available shipping method and the nature of the order.

Where online shipping rates are configured, applicable charges will be displayed during checkout.

For orders requiring special transport arrangements, Pinofoods will communicate the delivery quotation before confirming dispatch.

Any free-delivery promotions will be subject to the conditions stated in the relevant offer.

8. Estimated Delivery Times

Delivery estimates may be provided at checkout, during order confirmation or through direct communication with Pinofoods.

Estimated delivery dates are not guaranteed unless expressly agreed.

Delivery may be affected by product availability, transport scheduling, weather conditions, road conditions, public holidays or circumstances beyond our reasonable control.

Where a significant delay occurs, Pinofoods will endeavour to notify the customer and provide updated delivery information.

9. Delivery Address and Customer Responsibilities

Customers are responsible for providing accurate and complete delivery information, including:

  • Recipient's full name

  • Contact telephone number

  • Physical delivery address

  • Relevant landmarks or delivery instructions

  • Any special receiving requirements

Pinofoods may contact customers to confirm delivery arrangements.

Incorrect or incomplete delivery information may result in delays or additional transport costs.

10. Failed Delivery Attempts

If no authorised person is available to receive an order at the agreed delivery location, Pinofoods or its delivery provider may contact the customer to arrange another delivery attempt or collection.

Additional charges may apply for a repeated delivery where the initial failure resulted from incorrect customer information or the recipient's unavailability.

Any additional charges will be communicated before a new delivery is arranged.

Where delivery cannot reasonably be completed, Pinofoods will contact the customer to determine an appropriate resolution, subject to applicable consumer rights.

11. Receiving and Inspecting Orders

Customers are encouraged to inspect their orders upon delivery or collection.

Please check:

  • Product quantities

  • Product descriptions

  • Packaging condition

  • Visible damage

  • Correctness of the order

Where goods are missing, damaged or incorrectly supplied, customers should contact Pinofoods promptly.

Customers should retain relevant packaging, receipts and photographs where possible.

All complaints and remedies are subject to our Refund & Returns Policy and applicable Botswana consumer protection laws.

12. Food Safety During Transportation

Pinofoods recognises the importance of appropriate handling and transportation of food products.

We aim to use suitable packaging and handling procedures to help maintain product quality during dispatch and delivery.

Customers should store products according to the instructions provided on their packaging after receiving them.

Products requiring special transport or storage conditions will be handled according to the arrangements agreed for those products.

13. Identity and Order Verification

For security and fraud prevention, Pinofoods may request reasonable verification of the customer's identity or authority to receive an order.

Verification may include an order confirmation, receipt, identification document or other appropriate proof.

Pinofoods will not require customers to disclose banking PINs, passwords or other confidential financial credentials.

14. International and Cross-Border Deliveries

International and cross-border delivery arrangements are subject to availability and prior confirmation by Pinofoods.

Where international shipping is agreed, customers will be informed of applicable transport arrangements and known charges.

Import duties, taxes, customs clearance requirements, product restrictions and other regulatory obligations will be allocated according to the agreed shipping terms and applicable law.

International orders may be subject to additional documentation and delivery times.

15. Ownership and Risk

Ownership of products generally transfers to the customer upon payment and delivery, subject to any agreed wholesale credit terms and applicable law.

Responsibility for loss or damage during transportation will be determined according to the delivery arrangements, applicable law and any agreed commercial terms.

Nothing in this policy limits rights that customers are entitled to under Botswana law.

16. Delivery Delays Beyond Our Control

Pinofoods will not be responsible for delays caused solely by circumstances beyond its reasonable control to the extent permitted by law.

Such circumstances may include severe weather, transport disruptions, road closures, regulatory restrictions or other unforeseen events.

We will make reasonable efforts to minimise disruption and communicate material delays to affected customers.

17. Order Cancellations and Refunds

Requests to cancel orders, return products or obtain refunds will be handled in accordance with the Pinofoods Refund & Returns Policy and applicable consumer protection laws.

Customers should contact Pinofoods promptly if they need to change or cancel an order.

18. Contact Pinofoods

For assistance with orders, deliveries, collections or wholesale shipping enquiries, contact:

Pinofoods Factory Shop
Pinotech Group International (Pty) Ltd
Unit 03, Mafulo House
Plot 10212/3, Block B, Mokolwane Road
Broadhurst Industrial, Gaborone, Botswana

Telephone / WhatsApp: +267 76 100 801
Office: +267 393 6328
Website: www.pinofoods.com

© 2026 Pinofoods. All rights reserved.