Shipping Policy

At Sendy, we prepare and deliver fresh food orders to customers in Plovdiv, Bulgaria. This Shipping & Delivery Policy explains how orders are handled, delivered, and what customers can expect when ordering from our website.

1. Delivery Area

Sendy currently delivers within selected areas of Plovdiv. Delivery availability may depend on the customer’s address, order time, driver availability, and restaurant workload. Because apparently food cannot teleport yet, we rely on normal delivery logistics.

If your address is outside our delivery range, the order may not be accepted or may be cancelled.

2. Order Processing Time

After placing an order, we begin preparing it as soon as possible.

Typical preparation time is usually between 20–45 minutes, depending on:

  • Order size
  • Kitchen workload
  • Time of day
  • Product availability
  • Delivery distance

During busy hours, weekends, holidays, or bad weather, delivery may take longer.

3. Delivery Time

Estimated delivery time is usually between 30–60 minutes from order confirmation. This is only an estimate and may change due to traffic, weather, restaurant workload, or driver availability.

We do our best to deliver every order fresh, warm, and on time.

4. Delivery Fees

Delivery fees may vary depending on your location, order value, or current delivery conditions. The delivery fee will be shown during checkout before you confirm your order.

In some cases, free delivery may be available for selected promotions or minimum order amounts.

5. Customer Information

Customers are responsible for entering correct delivery information, including:

  • Full name
  • Phone number
  • Delivery address
  • Building entrance, floor, apartment number, if needed
  • Any special delivery instructions

If the address or phone number is incorrect and the driver cannot reach you, the order may be delayed or cancelled. Humanity has invented smartphones, so please keep yours nearby after ordering.

6. Failed Delivery

A delivery may fail if:

  • The customer does not answer the phone
  • The address is incorrect or incomplete
  • The customer is unavailable at the delivery location
  • Access to the building or location is not possible

If delivery fails because of incorrect customer information or no response, Sendy may not be able to provide a refund.

7. Pick-Up Orders

If pick-up is available, customers may choose to collect their order directly from Sendy. The estimated pick-up time will be provided after the order is confirmed.

Please arrive on time to ensure your food is fresh and ready.

8. Order Changes

Once an order has been confirmed and preparation has started, changes may not be possible. If you need to change something, contact us immediately by phone.

We will try to help, but we cannot guarantee changes after preparation begins.

9. Delays

Delivery delays may happen due to:

  • Heavy traffic
  • Bad weather
  • High order volume
  • Road closures
  • Driver delays
  • Unexpected restaurant workload

If there is a major delay, we may contact you using the phone number provided with your order.

10. Food Quality During Delivery

We package orders carefully to keep food fresh and in good condition during delivery. However, some items may naturally change texture slightly during transport, especially fried food, hot meals, sauces, and salads. Physics, regrettably, still exists.

11. Incorrect or Missing Items

If your order arrives with missing or incorrect items, please contact us as soon as possible with your order details.

We may request a photo of the order to review the issue. If the mistake is confirmed, we may offer a replacement, store credit, or another suitable solution.

12. Contact Us

For questions about delivery, order status, or delivery issues, please contact Sendy directly:

Sendy Restaurant
Plovdiv, Bulgaria
Phone: 0896 896 868
Email: contact@sendy-bg.com
Website: Sendy Contact Page
Effective Date: 01/05/2026