Shipping and Delivery Policy

Last Updated: 2025/10/23

1. Overview

Cape Pharm (PTY) LTD is committed to delivering your healthcare products safely and efficiently. This Shipping and Delivery Policy outlines our delivery options, timeframes, costs, and procedures.

2. Delivery Areas

We currently deliver to addresses within South Africa. We deliver to:

  • Residential addresses
  • Business addresses
  • PO Boxes (for eligible items only)
  • Postal addresses in remote areas

Unfortunately, we cannot deliver to addresses outside South Africa at this time. Please ensure your delivery address is complete and accurate to avoid delays.

3. Delivery Options and Timeframes

3.1 Standard Delivery

  • Cost: Calculated at checkout based on order weight and delivery location
  • Timeframe: 5-7 business days from order confirmation
  • Coverage: All areas in South Africa
  • Tracking: Tracking number provided via email

3.2 Express Delivery

  • Cost: Premium rate calculated at checkout
  • Timeframe: 2-3 business days from order confirmation
  • Coverage: Major cities and metro areas
  • Tracking: Real-time tracking available

3.3 Same-Day Delivery (Where Available)

  • Cost: Premium rate
  • Timeframe: Same business day if ordered before 11:00 AM
  • Coverage: Selected metro areas only (Cape Town, Johannesburg, Pretoria, Durban)
  • Cut-off Time: Orders placed after 11:00 AM will be delivered the next business day

Note: Business days are Monday to Friday, excluding public holidays. Deliveries are not made on weekends or public holidays unless specifically arranged.

4. Shipping Costs

Shipping costs are calculated based on:

  • Order weight and dimensions
  • Delivery location and distance
  • Selected delivery speed
  • Special handling requirements (if applicable)

Free Shipping: We offer free standard shipping on orders over R500 to most areas in South Africa.

5. Order Processing

Orders are processed as follows:

  1. Order Confirmation: You will receive an email confirming your order within 1 hour
  2. Payment Verification: Orders are processed once payment is confirmed (usually within 24 hours)
  3. Packing: Items are carefully packed to ensure safe delivery
  4. Dispatch: You will receive a dispatch notification with tracking details
  5. Delivery: Courier will attempt delivery during business hours

6. Order Tracking

Once your order is dispatched, you will receive:

  • Email notification with tracking number
  • Link to track your parcel in real-time
  • SMS updates (for express deliveries)

You can also track your order by logging into your account on our website and viewing your order history.

7. Delivery Attempts

Our courier partners will make up to 3 delivery attempts:

  • 1st Attempt: Delivery to specified address during business hours
  • 2nd Attempt: If unsuccessful, courier will leave a notification card and attempt redelivery the next business day
  • 3rd Attempt: Final delivery attempt; parcel will be held at courier depot for collection if unsuccessful

If all attempts fail, the parcel will be returned to us, and you will be contacted for further instructions. Return shipping fees may apply.

8. Delivery Requirements

8.1 Signature Required

A signature is required upon delivery for:

  • Orders over R1000
  • Items requiring age verification
  • High-value or sensitive products

8.2 Authority to Leave

If no one is available to accept delivery, you may authorize us to leave the parcel in a safe place. Please note that we cannot be held responsible for items left at your request.

9. Incorrect or Incomplete Address

Please ensure your delivery address is complete and accurate. If a parcel is returned due to an incorrect or incomplete address provided by you:

  • Additional shipping fees will apply for redelivery
  • Delivery timeframes will be extended
  • You will be contacted to update your address details

10. Delivery Delays

While we strive to meet our delivery timeframes, delays may occur due to:

  • Adverse weather conditions
  • Natural disasters
  • Public holidays
  • Courier service disruptions
  • High demand periods (e.g., festive season)
  • Customs delays (for future international orders)
  • Remote or difficult-to-access locations

We will notify you immediately if we anticipate any delays with your order.

11. Lost or Damaged Parcels

11.1 Lost Parcels

If your parcel has not arrived within the expected timeframe:

  1. Check your tracking information
  2. Contact us at info@capepharm.co.za
  3. We will investigate with our courier partner
  4. If confirmed lost, we will send a replacement or issue a full refund

11.2 Damaged Parcels

If your parcel arrives damaged:

  1. Do not discard the packaging
  2. Take photos of the damaged parcel and items
  3. Contact us within 48 hours at info@capepharm.co.za
  4. We will arrange collection and send a replacement or issue a refund

12. Special Delivery Instructions

You may provide special delivery instructions during checkout, such as:

  • Gate access codes
  • Alternative contact numbers
  • Preferred safe-drop location
  • Delivery time preferences (subject to courier availability)

Please note that while we will make every effort to accommodate your requests, we cannot guarantee compliance with all special instructions.

13. Courier Partners

We work with trusted courier partners including:

  • The Courier Guy
  • Aramex
  • PostNet
  • DHL Express (for urgent deliveries)
  • Pargo (for parcel locker deliveries)

14. Order Changes and Cancellations

Once an order is placed, we begin processing immediately. To modify or cancel your order:

  • Contact us within 1 hour of placing your order
  • Once dispatched, orders cannot be cancelled (returns policy will apply)
  • Address changes may incur additional fees if the parcel has been dispatched

15. Insurance

All parcels are insured during transit at no additional cost to you. In the event of loss or damage, we will work with our courier partners to resolve the issue quickly.

16. Contact Us

For shipping inquiries or assistance, please contact us:

Email: info@capepharm.co.za
Phone: +27 (0)11 123 4567
Business Hours: Monday - Friday, 9:00 AM - 5:00 PM (SAST)
Address: [Your Physical Address]

17. Policy Updates

We reserve the right to update this Shipping and Delivery Policy at any time. Changes will be effective immediately upon posting on this page. Please review this policy periodically.