Hippo Hay

Last updated: 21 October 2026

This policy explains how, when and at what cost we deliver orders placed on our online store.

1. Where we deliver

We deliver to Cairo and Alexandria only. We don’t deliver to other governorates or outside Egypt at the moment. If you are elsewhere and would like to order, please contact us.

2. Processing times

• In-stock orders confirmed before 2:00 pm on a working day usually leave the same day. Later orders leave the next working day.
• Our working days are Saturday to Thursday, excluding official holidays.
• Cash-on-delivery orders above EGP 5,000 leave after our confirmation call.
• During sales, Ramadan, Eid and major events, processing can take an extra day or two. We will say so on the website.

3. Delivery times and fees

Delivery costs EGP 100 per order. Delivery is free on orders of EGP 5,000 and over. The exact fee is shown at checkout before you pay. Delivery times are estimates. If anything changes, we will tell you.

4. High-value orders

For orders over EGP 15,000 delivered to Alexandria, we will contact you to arrange insured delivery with a courier suited to high-value items. Insured delivery may cost more. We confirm the fee before dispatch.

5. Saddles, feed and large equipment

Saddles

In Cairo, our own team delivers saddles, ideally the fitter, who checks the fit on your horse. In Alexandria, saddles travel fully insured with a specialist courier after a remote fitting consultation.

Feed, bedding and bulk horse care

In Cairo, we deliver feed in our own vehicles on a fixed day for each area:

Order by 6:00 pm the day before to make the next run. A delivery fee applies to orders below the minimum shown at checkout. Trade accounts can set up standing orders on a fixed cycle. For other areas, contact us about feed delivery.

Jumps, poles and arena equipment

These are sold on a quote that includes delivery by truck to your yard or club. The quote gives the delivery date and any access requirements, such as room for the truck.

6. Special-order items

For items marked “Order-in”, the product page shows the expected lead time, for example 3–5 weeks. We will update you when your item arrives in Egypt and when it is on its way to you.

7. Tracking your order

When your order ships, we send you a tracking link by SMS or WhatsApp and by email. You can also follow it from your account.

8. On delivery

• The courier will call before delivering. Please make sure your phone number and address are accurate, including building, floor, apartment and a nearby landmark.
• You can check the contents in front of the courier before accepting the parcel. If something is damaged, wrong or missing, you can refuse the parcel. You can also accept it and tell us within 48 hours, with photos.
• Cash-on-delivery orders are paid in full to the courier on delivery.
• Someone else can receive the order for you, for example at your stable or club. Just give us their name and phone number.
• If you’re not available, the courier will try again up to 2 more times and contact you to rearrange.

9. If a delivery fails or is refused

• If we can’t deliver after 3 attempts, or the parcel is refused without a valid reason, it comes back to us and the order is cancelled. If you paid in advance, we refund the price of the items within 7 days, minus the delivery and return charges.
• If you refuse cash-on-delivery orders more than once, we may ask you to pay in advance for future orders.

10. Late deliveries: your rights

If we don’t deliver by the date in your order confirmation, or within 30 days of your order where no date was set, you can cancel at no cost. We will refund everything you paid, including delivery, straight away.

11. Damaged or missing items

Please check your parcel on delivery. Tell us within 48 hours about any damage or missing items, with photos of the parcel and the item. We will replace or refund at no cost to you under our Refund & Returns Policy, and you still have 30 days to report a fault.

12. Changing your delivery address

Contact us as soon as possible. We can change the address free of charge before dispatch. After dispatch, we will ask the courier to change it, but a new delivery fee may apply.

13. Contact us

• Email: info@procavalli.com
• Phone and WhatsApp: (+2) 01201777306
• Customer service hours: Saturday to Thursday, 11:00–19:00, except official holidays