Shipping policy
1. Shipping Costs
Free delivery is offered for orders over R990. This applies automatically in checkout when the order value, after any discounts or promotions, equals R990 or more. There is a R95 flat rate for orders below R990.
All necessary customer details are shared with the shipping company in order to deliver your purchase. We cannot be held responsible for incorrect delivery information entered into our systems. Orders with incorrect delivery information, or requiring additional verification, will be delayed. In the case of failed or returned deliveries, the customer will be responsible for all additional fees incurred for delivery. Should the customer not pay the failed delivery fees, the package will not be reshipped.
2. Delivery Timeframes
Delivery takes between 3-5 working days once dispatched, depending on the destination. Local delivery to Cape Town is usually 3 days, major centres 3-5 days, and outlying areas up to 7 days. Delivery time does not include processing time.
Delivery times do not include Saturdays, Sundays, or public holidays. Unfortunately, we do not ship internationally.
3. Shipping Methods
We offer Standard Shipping with Internet Express, Fastway, Courier Guy, Skynet, and others.
4. Order Processing Time
At TTOTM, we aim to book the courier within 24 hours of your order being placed, but during busier times it may take longer. You will receive an email when your order is packed and ready to ship, which will include a tracking number. Courier companies do not collect on weekends or public holidays, so all orders placed after 12pm on Friday will be collected on Monday or the next working day. If you have not received your parcel within 10 working days, please contact us so we can investigate this for you.
5. Tracking and Notifications
You will receive an email when your order is packed and ready to ship, which will include a tracking number. If you click on the tracking number, you can track your shipment. For telephonic support, please contact Bobgo on 012 940-1060. Choose option 1 and provide your tracking number for assistance.
6. Return Shipping
Due to the nature of our products, we do not accept returns or exchanges.
7. Delivery Issues
Long weekends and public holidays will add delays to delivery times. Orders with incorrect delivery information, or requiring additional verification, will be delayed. No deliveries shall be made to P.O. Boxes, LOT numbers, or outlying areas not accessible by delivery companies. The onus remains with the consumer to ensure that an accessible physical address is provided and that someone is available to receive the package during delivery hours. We do not deliver to PUDO/PAXI locker systems. Deliveries may be delayed due to force majeure, logistical, promotional, and other considerations. Sancrorox (Pty) Ltd T/A TTOTM shall not be liable for any losses, liabilities, costs, damages, charges, or expenses arising out of late delivery.
8. Cancellation Policy
The consumer may at any time prior to the order being finalised and confirmed online via completion of the transaction, cancel the order at no charge. Once the order has been confirmed and finalised, however, Sancrorox (Pty) Ltd T/A TTOTM reserves the right to charge a reasonable handling or administrative fee, which may be up to 35% of the purchase price of the goods, in accordance with the Consumer Protection Act (the “CPA”).
Sancrorox (Pty) Ltd T/A TTOTM reserves the right to cancel any order where there is suspicion of fraud, misconduct, or other criminal activity and to refuse the supply of goods in such circumstances. All cancellations of orders must be done in writing from the account holder related to the purchase. Refunds take 7-14 working days to process. If cancellations occur after an order has been shipped, the customer will be refunded only once the order has been returned and validated in the warehouse at Sancrorox (Pty) Ltd T/A TTOTM, and that account holder will be liable for shipping charges.
9. Changes to Orders, Defective or Incorrect Goods
The user or consumer accepts that should they change the order, delivery address, or specifications after an order has been dispatched, there will be delays with the date and time of delivery based on logistical considerations. Any request to change an order that has been placed must be done via email and will result in a 24-48-hour delay.
The consumer has a duty to inspect the goods upon delivery and to notify Sancrorox (Pty) Ltd T/A TTOTM in writing within 24 hours of any defects, damages, or incorrectly supplied goods. Should the item be damaged, it must be received by Sancrorox (Pty) Ltd T/A TTOTM within 15 calendar days in its original packaging. Upon receipt and inspection of the damaged item, a final decision will be made by Sancrorox (Pty) Ltd T/A TTOTM to offer either a replacement or store credit for the total cost of the item. Return shipping will be at the consumer’s cost. Delivery charges will be detailed with each individual order and may differ based on the size, type, and quantity of goods ordered by the consumer or retailer.