SHIPPING POLICY

Thank you for shopping with Cape Catering Solutions. We are committed to providing you with the best possible service, including a clear and efficient shipping process for your orders. To ensure reliable and timely delivery, we partner with trusted third-party courier companies. Please read our shipping policy carefully to understand how we handle your orders.

  1. Order Processing Time
  • All orders are processed within 5 business days (excluding weekends and holidays) after receiving your order confirmation email.
  • You will receive another notification when your order has shipped, which will include tracking information.
  • Please note: Order processing times may be extended during peak seasons, sales events, or unforeseen circumstances. Any significant delays will be communicated via email or a notice on our website.
  1. Shipping Partners & Services
  • To ensure efficient delivery, we utilise the services of reputable third-party courier companies, including but not limited to: The Courier Guy, Aramex, Dawn Wing, PostNet (for counter-to-counter if applicable), DHL, FedEx, etc.
  • The choice of courier for your order will depend on factors such as your delivery address, package size/weight, and the shipping option you select at checkout.
  • We offer the following shipping options, fulfilled by our courier partners:
    • Standard Shipping
      • Cost will be confirmed after the order has been confirmed
      • Estimated Delivery Time: 3-7 business days
    • Express Shipping
      • Cost will be confirmed after the order has been confirmed
      • Estimated Delivery Time: 1-2 business days for major centres, 2-3 business days for regional areas
  • Shipping charges for your order will be calculated and communicated to you after the order has been confirmed.
  • Delivery estimates are from the time the order is shipped by the courier, not from the time the order is placed.
  • Delivery delays can occasionally occur due to unforeseen circumstances with the courier company (e.g., high volume, adverse weather, vehicle breakdowns). While we work closely with our partners to minimise disruptions, we are not responsible for delays caused by the shipping carrier.
  1. Shipping Destinations
  • We currently ship to addresses within South Africa.
  • We generally do not ship to P.O. Boxes, as our courier partners require a physical address for delivery. If you only have a P.O. Box, please contact us before placing your order to discuss alternative arrangements.
  • For remote or outlying areas, our courier partners may have specific delivery schedules or require collection from a nearby depot. If your address falls into such a category, we will contact you to confirm arrangements.
  1. Order Tracking
  • Once your order has been handed over to our courier partner, you will receive a Shipment Confirmation email from us, or directly from the courier, which will include your unique tracking number.
  • You can use this tracking number on the courier's website to monitor the progress of your delivery.
  • Please allow a few hours for the tracking information to become active after you receive the shipping confirmation.
  • If you haven't received your order within 7 days of receiving your shipping confirmation email, or if the tracking information is not updating, please contact us at orders@capecateringsolutions.co.za with your name and order number, and we will liaise with the courier on your behalf.
  1. Delivery Process
  • Our courier partners typically deliver between 08h00 and 17h00 on weekdays (Monday to Friday, excluding public holidays).
  • The courier may require a signature upon delivery. Please ensure that someone is available at the delivery address to receive and sign for the package.
  • If no one is available to receive the package, the courier may attempt re-delivery, leave a notice for collection at a depot, or contact you directly to arrange an alternative delivery time. Additional delivery attempts or storage may incur extra charges, which will be your responsibility.

 

  1. Damaged, Lost, or Stolen Packages
  • While we ensure all orders are carefully packed, Cape Catering Solutions is not liable for any products damaged or lost in transit once they have been handed over to the third-party courier company.
  • If you receive your order damaged:
    • Please immediately take photos of the damaged packaging and product.
    • Contact the courier company directly to file a claim within 24 hours of delivery.
    • Also, notify us at orders@capecateringsolutions.co.za within the same timeframe, providing your order number and photos, so we can assist you with the claims process if needed.
    • Please retain all packaging materials and damaged goods.
  • If your package appears lost based on tracking information, or if it was marked as delivered but you have not received it:
    • Please contact the courier company immediately with your tracking number.
    • Also, contact us at orders@capecateringsolutions.co.za and we will do our best to assist you in investigating the issue with the courier.
    • Investigations by courier companies can take a few business days. We appreciate your patience during this process.
  • Important Note: In cases of lost or damaged items, our ability to assist with replacements or refunds is dependent on the outcome of the courier's investigation and their specific insurance policies. We highly recommend reviewing the courier's terms and conditions related to liability if you have concerns about high-value items.
  1. Incorrect Shipping Information
  • It is the customer's responsibility to provide accurate and complete shipping information (including full name, correct address, and contact number) at the time of placing the order.
  • If a package is returned to us by the courier due to an incorrect or undeliverable address provided by the customer, the customer will be responsible for the original shipping costs, any return shipping fees charged by the courier, and the cost of re-shipping the item.
  • If you realise you have made an error in your shipping address, please contact us immediately at orders@capecateringsolutions.co.za. We will do our best to correct it with the courier before the order is dispatched, but we cannot guarantee changes once an order has been processed and handed over.
  1. Returns and Refunds
  • Please refer to our separate https://www.capecateringsolutions.co.za/refund_returns for detailed information regarding returns, exchanges, and refunds. Note that shipping costs are generally non-refundable and return shipping costs are typically the customer's responsibility unless the return is due to an error on our part or a defective product.
  1. Contact Us