Shipping policy


Shipping Policy

Effective Date: February 25, 2026

At The Conchcierge, we strive to make your Key West experience seamless by delivering vacation essentials, rentals, and activity bookings directly to you. This Shipping Policy outlines our delivery processes for physical items such as rented baby gear, strollers, scooters, medical aids, and other essentials available through our Shopify store at theconchcierge.com. Please note that tours, attractions, and digital bookings (e.g., reservations) do not involve physical shipping and are confirmed via email.

1. Delivery Areas

  • We provide delivery exclusively within Key West, Florida, and surrounding areas in the Florida Keys. Deliveries are handled by our local team or trusted partners.
  • We do not offer shipping outside of the Florida Keys or internationally at this time. If you're planning a trip from outside the area, please contact us at support@theconchcierge.com for assistance with advance arrangements.

2. Delivery Methods

  • Standard Local Delivery: All orders are delivered directly to your specified address, such as your hotel, vacation rental, or marina. Deliveries are available daily between 8:00 AM and 8:00 PM EST.
  • For rentals, delivery includes setup where applicable (e.g., assembling strollers or cribs). Pickup is scheduled at the end of your rental period and coordinated via email or phone.
  • We use eco-friendly and efficient transport methods, including bikes, golf carts, or vehicles, depending on the item and location.

3. Delivery Rates

  • Delivery fees are calculated at checkout based on your location within Key West and the size/quantity of items.
    • Standard fee: $10–$25 for most rentals and essentials.
    • Free delivery for orders over $100 or select bundles.
  • Taxes and any applicable discounts are applied at checkout. Rental durations (e.g., daily or weekly) affect the total cost but not the delivery fee.

4. Order Processing and Delivery Time

  • Processing Time: Orders are typically processed within 1–2 business days. Same-day delivery may be available for urgent requests placed before 12:00 PM EST—please select this option at checkout or contact us.
  • Delivery Timeframe:
    • Local deliveries arrive within 2–4 hours of processing during our operating hours (8:00 AM–8:00 PM EST).
    • For peak seasons (e.g., holidays or events), allow up to 24 hours. We'll notify you of any delays.
  • Rental start and end dates are based on your selected period, with delivery timed to align with your arrival.

5. Tracking Your Order

  • Once your order is processed, you'll receive a confirmation email with tracking details, including estimated delivery time and contact information for our delivery team.
  • For real-time updates, log in to your account on theconchcierge.com or reply to your confirmation email.

6. Shipping Restrictions

  • Certain items (e.g., large medical equipment or water gear) may have weight or size limits for delivery. If an item cannot be delivered to your location, we'll contact you to arrange alternatives.
  • We comply with all local regulations for transporting items like scooters or medical aids. Age restrictions may apply for certain rentals (e.g., drivers must be 18+ for scooters).
  • Weather or unforeseen events (e.g., storms) may impact delivery; in such cases, we'll reschedule at no extra cost.

7. Issues with Delivery

  • Damaged or Incorrect Items: Inspect your delivery upon arrival. If an item is damaged, missing, or incorrect, notify us within 24 hours for a replacement or refund. Photos may be required.
  • Failed Delivery: If we're unable to deliver due to incorrect address information or no one available to receive the item, a redelivery fee of $15 may apply.
  • Cancellations: Orders can be canceled before processing for a full refund. After processing, a 20% restocking fee may apply for rentals.

8. Contact Us

If you have questions about delivery, tracking, or this policy, reach out to our team at support@theconchcierge.com or call (305) 123-4567 (hours: 8:00 AM–8:00 PM EST daily).

We reserve the right to update this Shipping Policy at any time. Changes will be posted on this page with the updated effective date. Thank you for choosing The Conchcierge—let's make your Key West adventure unforgettable!