BURCUONLINE DELIVERY INFORMATION

As Burcuonline, we aim to deliver your orders securely, accurately, traceably, and in the shortest possible time. Our order preparation, shipment, and customer notification processes are conducted based on product safety, packaging integrity, and customer satisfaction.

1. Order Receipt and Confirmation

Orders placed through www.burcuonline.com are processed once the payment transaction is successfully completed or the selected payment method is approved by the system.

When your order is created, order information may be sent to you via email, SMS, or through your membership account. You can track your order status from your membership account or through the order link sent to you.

It is aimed to provide necessary notifications during order receipt, product preparation, packaging, shipment, and delivery stages.

2. Order Preparation Time

Orders begin preparation after payment approval, depending on stock status and order volume.

Products in stock and ready for shipment are aimed to be delivered to cargo on business days as soon as possible. The “Same Day Shipping” note on the website applies as a shipping target if the order time, business day, product stock status, payment approval, order volume, and cargo company's working conditions are suitable. This phrase does not mean that the order will be delivered to the customer on the same day.

Delivery times may be extended on official holidays, weekends, campaign periods, busy order times, or for products requiring special preparation.

3. Delivery Time

The estimated delivery time of orders may vary depending on the delivery address, cargo company's schedule, weather and road conditions, regional density, and force majeure events.

Orders are delivered within the timeframe specified at the time of order or separately notified to the consumer. If no delivery time is expressly committed, it is essential under the current distance sales legislation that the product is shipped within thirty days at the latest.

If the order cannot be fulfilled within the legal or committed time, the customer is informed, and the consumer's cancellation, refund, and other legal rights under the contract are preserved.

4. Delivery Area

Standard shipments are made to addresses within Turkey specified as available for delivery on the order screen through contracted cargo or logistics companies.

In regions outside the cargo company's distribution area, orders may be redirected to the nearest cargo branch to the customer. In such cases, notifications may be made by the cargo company or Burcuonline to the customer.

4.1. International Delivery and E-Export

Burcuonline can send products abroad if operational capabilities, product characteristics, and the import regulations of the relevant country allow. Countries available for international delivery and the products that can be shipped are determined based on the options presented on the order screen or pre-approval obtained from customer service. Automatic shipments are not made to countries without an international delivery option on the order screen.

International orders can be shipped via authorized international cargo, postal, or logistics organizations and according to the order nature by Simplified Customs Declaration, micro-export, or other appropriate export and customs procedures.

Acceptance conditions of food products vary by country. Some countries may prohibit, restrict, or require additional documents, permits, labeling, or health certificates for importing certain food products, ingredients, weights, or quantities. For shipment, the product must comply with the current customs and food import regulations of the destination country. Products that cannot be shipped due to regulations may be removed from the order or the order may be canceled after informing the customer.

The international shipping fee is calculated based on the destination country, total weight and volume of the products, transportation method, and the cargo company's current rates. The shipping fee payable by the customer is displayed on the payment screen before order completion or shared separately in special shipments.

Any customs duties, import taxes, value-added taxes, customs clearance, storage, processing, or similar fees applicable in the destination country are disclosed to the customer before payment. These fees not included in the order price are paid by the recipient according to the destination country's regulations.

International delivery times may vary depending on the destination country, chosen transportation method, flight and transfer schedules, official holidays, customs inspections, and local distribution conditions. Times indicated during order placement are estimates, and delays caused by customs or the carrier are beyond Burcuonline’s direct control.

The customer is obliged to provide complete and accurate delivery address, country, postal code, phone number, email address, identification, and other information requested for customs. Costs arising from shipments undelivered, stuck at customs, or returned due to incomplete or incorrect information are evaluated considering the source of responsibility and applicable regulations.

If the recipient does not pay necessary taxes or customs fees, refuses the product, fails to provide required documents or information, or entry is denied in the destination country, the shipment may be returned to Turkey or subjected to the relevant country’s authority procedures. Non-returnable, perishable, or destroyable products are handled according to carrier terms, destination country laws, and pre-informed customer provisions.

Return and exchange requests from abroad are evaluated considering product nature, food safety and hygiene conditions, transportation possibilities, applicable consumer laws, and exceptions to right of withdrawal. For damaged, incomplete, or incorrect international orders, the customer should contact us as soon as possible at info@burcuonline.com with photos showing the package and product.

Since countries, products, cargo, tax, and customs procedures under international delivery may change over time, it is recommended to check current delivery options before ordering.

5. Shipping Fee and Free Shipping Campaigns

The shipping fee applied to the order is shown to the customer on the cart and payment screens before completing the payment.

Free shipping campaigns may apply during certain periods, on certain products, or for orders exceeding specified cart amounts. Free shipping thresholds and campaign conditions are updated on the website, cart, or payment pages.

If campaign conditions are not met, the order amount falls below the free shipping limit due to returns or cancellations, or non-standard delivery services are requested, relevant conditions are evaluated separately.

6. Packaging and Product Safety

Orders are prepared appropriate to the nature, weight, packaging type, and transportation conditions of the products. Protective packaging methods may be used to reduce risks during transport for glass containers, liquids, canned goods, sauces, olive oil, and similar products.

Efforts are made to send products in closed, secure, and transport-appropriate packaging. After cargo delivery, storage of products in cool, dry places under conditions indicated on the product label is the customer's responsibility.

7. Damaged, Missing, or Incorrect Delivery

It is recommended that the customer visually inspects the package upon delivery. If there is obvious damage such as crushing, tearing, opening, wetting, breaking, or anything affecting product safety, the cargo personnel can be asked to prepare a damage report.

In case of damaged, missing, or wrong product delivery, the customer can contact info@burcuonline.com or the communication line at 0530 882 75 00 with;

• Order number,
• Photos showing the damage or missing items,
• Cargo damage report if available,
• Brief explanation

Receiving cargo without a report does not nullify the consumer’s rights arising from defective goods and current legislation. Requests are reviewed according to the situation and feedback is provided to the customer.

8. Accuracy of Delivery Address

The customer is responsible for providing accurate and complete name, surname, phone number, and delivery address information during order placement.

If incomplete or incorrect address causes failure to reach the customer, refusal of delivery, or failure to collect cargo on time, resulting in the order returning to Burcuonline, the customer will be contacted. Reshipping conditions and any additional shipping costs are evaluated based on the reason and applicable regulations.

9. Order Tracking

For orders handed over to cargo, if a tracking number is generated, this information may be sent to the customer via email, SMS, membership account, or other electronic channels.

The tracking info may not immediately appear due to time required for the cargo company to enter the shipment into their system. Support can be requested from Burcuonline communication channels for shipments not updated for a long time.

10. Our Next-Generation Delivery Vision: DroneX AI

Alongside traditional e-commerce and cargo processes, Burcuonline is working on future delivery models that are secure, fast, and environmentally friendly.

The “DroneX AI – Artificial Intelligence Supported E-Commerce Order Management and Drone Delivery System” developed by Kocaman AR-GE Consulting Industry Trade and Education Services has been accepted as an R&D project by Tokat Teknopark.

Within the scope of the project;

• AI-supported order prioritization,
• Route and task optimization,
• Real-time flight and telemetry tracking,
• Human-approved mission initiation mechanism,
• Secure delivery verification via QR or one-time password,
• Operational risk and weather condition assessment,
• Measurement of delivery time, cost, and environmental impact

and other innovative components are planned to be evaluated through controlled pilot implementations.

Pre-pilot design goals include approximately three kilometers of controlled operation area and a payload capacity of five to ten kilograms depending on product and drone selection. These values are research & development and pilot design targets, not validated commercial delivery commitments.

The drone delivery option is not currently offered as a standard customer delivery method. This service will only be implemented as a limited pilot in certain areas after;

• Obtaining approvals from the Civil Aviation Authority and relevant institutions,
• Completing flight and operational safety analyses,
• Providing suitable aerial vehicles and technical infrastructure,
• Determining a controlled pilot area,
• Verifying weather conditions, carrying capacity, and product suitability

are fulfilled.

When drone delivery becomes active, eligible delivery addresses, products, transport limits, pricing, security conditions, and customer consent will be clearly presented before ordering.

Burcuonline’s aim is not only to deliver products, but to create a measurable application model contributing to the development of safe civil drone logistics in Turkey by combining academic knowledge, artificial intelligence, and logistics technologies.

11. Force Majeure and Delays

Natural disasters, extraordinary weather conditions, transportation interruptions, epidemics, war, public authority decisions, cargo company operation halts, technical infrastructure failures, or similar circumstances beyond the parties’ reasonable control may affect delivery times.

In such cases, customers will be informed as soon as possible and solutions regarding the order status will be offered. Consumers’ rights arising from mandatory legislation remain reserved.

12. Contact and Support

For questions about order preparation, cargo tracking, delivery delays, damaged packages, or the drone delivery R&D project, you can contact us:

Phone and WhatsApp: 0530 882 75 00
Email: info@burcuonline.com
Website: www.burcuonline.com
Address: Kocacami Neighborhood, Lefke Street, Building No:16, Burhaniye/Balıkesir

Last Updated: August 2026