Shipping Policy

Effective for all orders placed on our Shopify store. We ship from South Africa using integrated carrier APIs.

Carriers

  • Door-to-Door: The Courier Guy
  • Pickup Points (Click & Collect): Pargo Pickup Points

Processing Times

  • Order processing: 1–2 business days after payment clears.
  • Cut-off: Orders paid after 12:00 (SAST) are processed the next business day.
  • We do not dispatch on weekends or public holidays.

Delivery Timeframes (Estimates Only)

  • Major centres: 1–3 business days (The Courier Guy)
  • Regional/remote areas: 3–7 business days
  • Pargo pickup points: 2–5 business days to your selected point

Actual delivery is subject to carrier network and external factors. We do not guarantee transit times.

Shipping Rates

Calculated at checkout via live carrier APIs based on weight/volume, destination, and service.

Promotional free shipping (if offered) applies to the cheapest eligible service only.

Tracking

You'll receive tracking details by email/SMS once your parcel is handed to the carrier.

Pargo: you'll be notified when your parcel is ready for collection (ID or PIN may be required). Parcels are held for 7–10 days; uncollected parcels may be returned—re-shipping fees apply.

Delivery Attempts & Address Issues

Door-to-door: Includes one delivery attempt; subsequent attempts, address changes after dispatch, or incorrect/incomplete addresses may incur re-delivery fees and delays.

We cannot deliver to PO Boxes. Please provide a physical address and reachable phone number.

Authority to Leave (ATL)

Not allowed by default. If you explicitly request ATL, risk of loss or theft passes on delivery scan.

Risk & Title

Risk and title transfer to you when the parcel is collected by you at a Pargo point (collection scan) or delivered by The Courier Guy (delivery scan).

Damaged, Missing, or Lost Parcels

Inspect parcels on receipt. Report damage, tampering, or missing items within 48 hours with photos of the box, label, and contents.

We will lodge a carrier investigation. Outcomes (replacement/refund) depend on the investigation result. Timeframes are set by the carrier.

Split Shipments

We may ship items separately at no extra cost if this speeds up fulfilment or stock is split across locations. You'll receive tracking per parcel.

International Shipping

Currently South Africa only. (If/when we open international shipping, duties/taxes/VAT and customs clearance will be the recipient's responsibility.)

Undeliverable & Returns to Sender

Parcels returned due to non-collection, wrong/insufficient address, failed contact, or refused delivery can be re-shipped at your cost. Original shipping fees are non-refundable.

Order Changes & Cancellations

We can modify addresses or cancel orders before carrier collection. After dispatch, changes are not guaranteed and may incur fees.

Restricted Items & Compliance

We comply with carrier restrictions. If a product becomes restricted or requires special handling, we may adjust the shipping method or cancel and refund.

Customer Support

For any shipping query, include your order number and tracking link when contacting support. We'll coordinate with the carrier on your behalf.