Shipping Policy

SHIPPING POLICY

Effective Date: 01/11/202

1. Shipping Areas

1.1 Domestic Shipping

We ship to all addresses within South Africa.

2. Shipping Methods and Costs

2.1 Standard Shipping

  • Delivery Time: 3-7 business days
  • Cost: R120 flat rate
  • Tracking: Tracking number provided

2.2 Express Courier

  • Delivery Time: 1-3 business days (major centers)
  • Cost: R150
  • Tracking: Full tracking and signature required

2.3 Free Shipping

Free standard shipping on orders over R2200 (after discounts, before tax).

3. Processing Time

  • Orders are processed within 1-2 business days
  • Handcrafted products may require additional time
  • You'll receive confirmation email when order ships
  • Processing time does not include shipping time

4. Delivery

4.1 Delivery Address

  • Ensure accurate, complete delivery address
  • We ship to physical addresses and P.O. Boxes
  • Some couriers may not deliver to P.O. Boxes

4.2 Signature Requirements

  • Express courier deliveries require signature
  • Standard shipping may be left in secure location
  • Choose "signature required" option if preferred

4.3 Delivery Attempts

  • Couriers typically make 2-3 delivery attempts
  • Collection notices will be left
  • Unclaimed packages may be returned (additional fees apply)

5. Order Tracking

  • Tracking information sent via email when shipped
  • Track your order on courier's website
  • Allow 24 hours for tracking to update
  • Contact us if tracking hasn't updated after 48 hours

6. Delays

6.1 Common Causes

  • Weather conditions
  • Public holidays
  • Courier backlogs
  • Incorrect address information
  • Remote locations

6.2 Our Responsibility

We are not responsible for:

  • Courier delays beyond our control
  • Delays due to incorrect address provided
  • Failed delivery due to recipient unavailability
  • Weather-related delays

7. Lost or Stolen Packages

7.1 Lost Packages

If tracking shows delivered but you didn't receive package:

  1. Check with neighbors, household members
  2. Check all delivery locations at your address
  3. Wait 24 hours (sometimes marked delivered early)
  4. Contact courier directly
  5. Contact us after 48 hours

7.2 Stolen Packages

We are not responsible for packages stolen after delivery. Consider:

  • Requiring signature on delivery
  • Using secure delivery location
  • Using office or alternative address

8. Damaged Packages

8.1 Visible Damage

If package arrives visibly damaged:

  • Inspect contents immediately
  • Take photos of packaging and product damage
  • Contact us within 7 days with photos
  • Do not discard packaging

8.2 Resolution

We'll replace damaged products or issue refund at our discretion.

9. Temperature-Sensitive Products

9.1 Summer Shipping

Our products may soften in high temperatures during transit. This is normal and does not affect quality. To minimize risk:

  • Products are packaged with protective materials
  • We recommend express shipping during summer months
  • Store products in cool place immediately upon receipt

9.2 Product Care

If product arrives softened:

  • Place in cool location for several hours
  • Texture will return to normal
  • Quality and efficacy are not affected

10. Undeliverable Packages

If package is returned as undeliverable:

  • We'll contact you to arrange re-shipment
  • Additional shipping fees apply for re-shipment
  • Refunds available if you prefer (minus original shipping)

11. Multiple Items

  • All items in one order typically ship together
  • If items must ship separately, we'll notify you
  • No additional shipping charges for split shipments

12. Contact Shipping Department

Email: info@trueorganic.co.za
Hours: Monday-Friday, 9:00 AM - 5:00 PM SAST