Shipping policy

Last updated: August 5, 2026

At Thriv, we aim to deliver orders safely and as quickly as reasonably possible throughout Lebanon.

This Shipping Policy explains our delivery areas, fees, processing procedures, estimated delivery times, pickup arrangements, and customer responsibilities.

1. Delivery Areas

Thriv currently delivers throughout Lebanon.

Delivery availability may vary depending on:

  • The customer’s location

  • Accessibility of the delivery address

  • Courier coverage

  • Road and security conditions

  • Product availability

  • Other operational limitations

We reserve the right to decline or delay delivery to an address that cannot reasonably or safely be reached.

International delivery is not currently available unless expressly confirmed by Thriv before the order is placed.

2. Customer Information

Customers must provide:

  • A complete and accurate delivery address

  • A valid telephone number

  • The recipient’s full name

  • Any necessary building, floor, apartment, landmark, or access details

Customers are responsible for ensuring that all information is accurate and current.

Thriv is not responsible for delays, failed deliveries, or additional costs caused by incorrect, incomplete, or outdated information supplied by the customer.

3. Delivery Fees

Delivery charges are determined according to factors that may include:

  • Order value

  • Delivery location

  • Courier coverage

  • Accessibility

  • Special delivery requirements

Orders with a final qualifying value of more than USD 100 qualify for free delivery.

Unless otherwise stated, the free-delivery threshold is calculated after discounts.

Any applicable delivery fee will be shown during checkout or communicated before the order is confirmed.

4. Order Processing

Orders are processed after they have been successfully placed and confirmed.

Thriv may contact the customer to verify:

  • The order

  • The delivery address

  • The telephone number

  • Product availability

  • The cash-on-delivery amount

Orders placed outside normal business hours, on weekends, or during public holidays will normally be processed on the next working day.

Processing time is separate from delivery time.

An order may be delayed where confirmation cannot be completed, the customer cannot be reached, or additional information is required.

5. Estimated Delivery Time

Most confirmed orders are expected to arrive within two to four business days.

Delivery time may depend on:

  • Customer location

  • Product availability

  • Order-confirmation time

  • Courier availability

  • Road and traffic conditions

  • Public holidays

  • Security conditions

Delivery dates and times are estimates only and are not guaranteed.

6. Payment Upon Delivery

Thriv currently accepts cash on delivery.

Customers must pay the full confirmed order amount, including any delivery charge, when receiving the order.

Customers are encouraged to have the correct amount available, as the courier may not always be able to provide change.

Failure or refusal to pay for a confirmed and correctly delivered order may result in the customer being responsible for applicable delivery or return costs.

Repeated refusal of confirmed orders may result in future orders being declined.

7. Courier and Delivery Methods

Orders may be delivered using:

  • Thriv’s own delivery arrangements

  • A local courier

  • An independent third-party delivery provider

Tracking information may be provided where available.

Not all local delivery services offer live tracking.

A courier’s attempted telephone call, message, or visit may be treated as a delivery attempt.

8. Customer Availability

Customers must ensure that they or an authorized recipient are available to receive the order at the confirmed address.

The courier may contact the customer before or upon arrival.

Customers should keep their telephone available and answer delivery-related calls.

Where the customer is unavailable, the courier may attempt to arrange another delivery.

Additional delivery charges may apply where delivery must be rescheduled because of:

  • Customer unavailability

  • Unanswered calls

  • An incorrect address

  • An incomplete address

  • Refusal of a correct and undamaged order

  • Failure to provide necessary access instructions

9. Incorrect or Incomplete Addresses

Customers must contact Thriv as soon as possible if a delivery address needs to be corrected.

We will make reasonable efforts to update the address, but a change may not be possible after an order has been prepared or dispatched.

If an order is returned, delayed, or redirected because of incorrect customer information, the customer may be required to pay additional delivery or redelivery charges.

10. Pickup Options

Thriv currently operates primarily as an online store.

Pickup may occasionally be arranged through an available pickup point.

Pickup is not guaranteed and must be confirmed by the Thriv team before collection.

Customers must not visit an assumed pickup location without prior confirmation.

Where pickup is approved, Thriv will communicate:

  • The pickup location

  • The available collection time

  • Required identification or order information

  • Any collection instructions

An order is not ready for pickup until Thriv has expressly confirmed that it is ready.

11. Inspection Upon Delivery

Customers must inspect the order immediately upon delivery.

Before opening or using products, customers should confirm that:

  • The outer packaging is not visibly damaged.

  • The correct products were delivered.

  • The correct quantities were delivered.

  • No product is visibly leaking, broken, opened, or tampered with.

Where possible, visible damage should be brought to the courier’s attention before the courier leaves.

12. Damaged, Missing, or Incorrect Orders

If an order arrives visibly damaged, incomplete, or different from what was ordered, customers must contact Thriv immediately and no later than one hour after delivery.

The customer must provide:

  • The order number

  • Clear photographs of the affected product

  • Clear photographs of the outer delivery packaging

  • Photographs showing the product seal, label, and condition

  • A brief description of the issue

The product and all original packaging must be retained until Thriv completes its review.

Claims submitted after one hour may be declined where the delay prevents Thriv from verifying that the issue existed at the time of delivery.

This reporting period does not limit any customer right that cannot legally be excluded.

13. Delivery Refusal

A customer should not refuse an order unless:

  • The delivered order is clearly not theirs.

  • The package is visibly and materially damaged.

  • Thriv has approved the refusal.

  • There is another eligible reason recognized under our policies or applicable law.

A customer who refuses a correct and undamaged order without an eligible reason may remain responsible for delivery, return, and redelivery costs.

14. Delays and Unforeseen Circumstances

Thriv will make reasonable efforts to meet estimated delivery times.

However, delays may occur because of circumstances outside our reasonable control, including:

  • Weather conditions

  • Heavy traffic

  • Road closures

  • Courier delays

  • Public holidays

  • Strikes

  • Government restrictions

  • Power or telecommunications failures

  • Civil unrest

  • Security incidents

  • War or armed conflict

  • Other countrywide or regional disruptions

Thriv is not responsible for delays caused by these circumstances, but we will make reasonable efforts to communicate significant delays when possible.

15. Risk and Responsibility

Responsibility for an order passes to the customer or authorized recipient when the order is delivered and accepted at the provided address or collected from an approved pickup point.

Customers are responsible for storing products according to the instructions shown on the packaging after delivery.

16. Contact Us

For delivery questions or to report a delivery issue, contact:

Thriv

Website: www.thrivlb.com
Email: shopthriv@gmail.com
Telephone or WhatsApp: +961 79 311 687
Customer-service hours: 9:00 a.m. to 5:00 p.m.