Delivery Policy

Whim delivers across Manhattan. Enter your address in the app to confirm it is in range; we add neighborhoods and boroughs as we grow.

Standard delivery typically arrives within 2 to 4 hours of your order, within the shop's opening hours. Express delivery, where a shop offers it, aims to arrive within about an hour. Scheduled delivery lets you choose a date and a time window.

Delivery times are estimates, not guarantees, and vary with order volume, weather and the shop's preparation time. The window shown on a store card is live: it widens when the shop is busy or couriers are scarce. Once your order is dispatched you can follow it in real time, and the estimate refreshes when it changes by more than a few minutes.

Standard delivery carries no delivery fee. Express delivery has a fee, and a delivery over a longer distance may carry a small fee; both are shown before you pay. If your order contains items from more than one shop, each shop's part may be delivered separately and any fee is shown per shop.

When your courier arrives, the app marks them as "Here" and starts a 5-minute grace window for you to meet them at the door. If you need a little more time, tap "I'm coming down" to extend it once by 3 minutes. After the window ends without a hand-off, the courier leaves to protect their route and the order moves into a failed attempt (see "Failed deliveries" below).

Each order has a 6-digit release code, shown on your tracking screen during delivery; it is the only way an order can be released to you. If you cannot meet your courier, you can authorize the hand-off by reading the code aloud or tapping "Share release code". Once the code is shared, the delivery is complete, title and risk of loss pass to you, and Whim is not responsible for theft, weather or other loss after release. Photographic proof of placement is kept for 30 days.

Never share your release code with anyone other than the Whim courier shown in the app.

If a delivery cannot be completed because nobody could receive it, the address was inaccessible or the release code was not provided, the order returns to our courier hub and a redelivery is scheduled for the next available window. The first re-attempt is free. Each further re-attempt is billed at $5 to your saved payment method. After three failed attempts the order goes back to the shop and you are refunded the item subtotal, less the original delivery fee and any re-attempt fees already incurred.

Whim Delivers, LLC, New York, NY. support@getwhim.app.