Shipping Policy

1. Delivery area

POTATOTECH currently prepares orders for delivery within South Africa where the destination can be served by the available logistics option. Certain remote, restricted or difficult-to-service locations may require an additional quotation, a different delivery method or may not be serviceable.

Delivery is not confirmed until the address and the checkout delivery option have been accepted. Customers should provide a complete physical delivery address, recipient name and a phone number that can be used by the courier.

2. Order processing and dispatch

Order processing time: [ORDER PROCESSING TIME]. This is the time used to verify payment, stock, product details and dispatch information before the parcel is handed to the courier.

Dispatch timing may be affected by payment verification, weekends, public holidays, stock checks, address clarification, product configuration or a supplier lead time. A dispatch notice is not the same as a confirmed delivery date.

1. Order and payment details are reviewed.
2. Stock status and product compatibility information are checked where needed.
3. The parcel is packed and assigned to the available logistics method.
4. Tracking or dispatch information is sent when available.

3. Local Stock, backorders and special orders

Local Stock

Local Stock means the product is intended to be available for local dispatch. It does not guarantee that the item will leave on the same day as the order, because payment, quantity and final warehouse checks still apply.

Backorder

A Backorder is an item that is not ready for immediate dispatch and requires replenishment. Estimated lead time: [BACKORDER LEAD TIME].

Overseas / Direct-Ship Orders

Some items may be dispatched from overseas stock or sourced from a supplier rather than shipped from local inventory. For these orders, the estimated delivery time is usually 10–20 business days and may be affected by supplier processing time, international logistics, customs clearance and public holidays. Delivery estimates for overseas orders are not guaranteed.

If a product is clearly marked as an overseas or direct-ship item, the longer expected delivery time should be accepted before ordering. POTATOTECH will indicate the estimated timeframe on the product page or order flow where available.

Special Order

A Special Order may be sourced or configured for a specific customer request. Before committing to a non-standard order, POTATOTECH should confirm availability, lead time, cancellation terms and any product-specific return limitations in writing.

4. Delivery charges

Standard shipping fee: R[STANDARD SHIPPING FEE]. Free-shipping threshold: R[FREE SHIPPING THRESHOLD]. These values must be confirmed and must match the checkout configuration before publication.

Any surcharge for a remote area, oversized parcel, special handling or an alternative delivery method should be disclosed before the customer is asked to approve the additional charge.

Delivery charges are shown at checkout where the destination and basket qualify for an available option. If no option is shown, contact [SUPPORT EMAIL] before placing the order.

5. Estimated delivery windows

Indicative delivery windows, once the parcel has been dispatched, are:

• Local Stock (South Africa delivery): usually 3–7 business days.
• Overseas / direct-ship orders: usually 10–20 business days, depending on supplier handling, international logistics and customs clearance.
• Remote or outlying areas: may take longer than the usual estimate.

These are estimates rather than guaranteed promises. Courier capacity, weather, public holidays, service interruptions, customs processing, address problems and security restrictions can affect the actual delivery date. Where a specific product listing shows a different estimated delivery time, the product-page information applies.

6. Tracking and delivery attempts

Courier provider: [COURIER PROVIDER]. When tracking is available, POTATOTECH will provide the reference through the order email or another available support channel. Tracking activation timing depends on the courier’s scan and system.

The recipient should monitor the tracking information and respond to courier contact attempts. A failed delivery caused by an incomplete address, unavailable recipient, refusal, incorrect contact details or failure to respond may lead to a re-delivery charge or return-to-sender process after the customer is notified.

7. Address changes

Contact [SUPPORT EMAIL] as soon as possible if the delivery address is incorrect. An address change can only be made before dispatch if the order status and courier process allow it. Once handed to the courier, any change, rerouting charge or delivery delay may be outside POTATOTECH’s control.

Customers should not assume that a message sent after dispatch has changed the delivery address until POTATOTECH confirms the change.

8. Delayed, lost or damaged parcels

If a parcel is delayed or tracking stops updating, contact [SUPPORT EMAIL] with the order number and tracking reference. POTATOTECH will investigate with the logistics provider and communicate the next available step.

If a parcel arrives visibly damaged, photograph the outer packaging and item before discarding packaging. Report the issue promptly with the order number and photographs. Do not install or modify a damaged product before instructions are provided.

Where the law places responsibility on the supplier for a delivery or product problem, this policy does not transfer that responsibility to the customer. The outcome depends on the facts, the carrier record and the applicable legal remedy.

9. Delivery questions and complaints

For delivery questions, email [SUPPORT EMAIL] and include the order number, recipient name, destination and, if available, the tracking reference. Business hours: [BUSINESS HOURS].

For a product return, faulty item or compatibility issue, use the separate Refund, Returns & Warranty Policy. Do not send a return parcel to an address that has not been confirmed in writing.