Shipping Policy

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 R2,200 (after discounts, before tax).

3. Processing Time

Orders are processed within 1–2 business days
Small-batch handcrafted products: 1–3 additional business days
You'll receive a confirmation email when your 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 the 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 your package:

Check with neighbours and household members
Check all delivery locations at your address
Wait 24 hours (sometimes marked delivered early)
Contact courier directly
Contact us after 48 hours

7.2 Stolen Packages

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

Requiring signature on delivery
Using a secure delivery location
Using an office or alternative address

8. Damaged Packages

8.1 Visible Damage

If your 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 a refund at our discretion.

9. Temperature-Sensitive Products

9.1 Summer Shipping

TrueOrganic formulations are 100% anhydrous (water-free) with natural butter bases. While this ensures maximum potency, the butters may temporarily soften in temperatures above 30°C during transit. This is completely normal and does not affect product quality or efficacy. Simply place in a cool location and texture will return to normal within hours.

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

9.2 Product Care

If your product arrives softened:

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

10. Undeliverable Packages

If your package is returned as undeliverable:

We'll contact you to arrange re-shipment
Additional shipping fees apply for re-shipment
Refunds are 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