Shipping policy
Delivery is estimated within 8–11 business days. Although we take reasonable steps to deliver orders within this period, delays may occasionally occur due to circumstances outside our reasonable control. We will keep affected customers informed and assist in resolving courier delays. Nothing in this policy limits the customer’s rights under applicable South African consumer law.
1. Application of this policy
This Shipping and Delivery Policy applies to orders placed through VibeCart Online for delivery within South Africa.
By placing an order through our website, you agree to the delivery terms set out below. Nothing in this policy excludes or limits any rights provided to customers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or other applicable South African law.
2. Delivery method
VibeCart Online orders are delivered using Aramex Store-to-Door delivery services.
Orders are delivered to the physical delivery address provided by the customer during checkout.
We currently deliver within South Africa only, unless otherwise stated on our website.
3. Estimated delivery time frame
Our standard estimated delivery time frame is:
8–11 business days after payment has been successfully confirmed.
Business days are Mondays to Fridays, excluding South African public holidays.
The delivery time frame begins once:
The order has been successfully placed;
Payment has been confirmed; and
The customer has supplied a complete and valid delivery address.
The 8–11-business-day time frame is an estimate and may be affected by circumstances outside our reasonable control. However, this does not remove any rights the customer may have under applicable consumer law.
4. Order confirmation
After placing an order, the customer will receive an order confirmation using the email address or contact details supplied during checkout.
An order confirmation confirms that we have received the order. It does not necessarily mean that the parcel has already been handed to the courier.
The customer will be notified once the order has been dispatched, where tracking information is available.
5. Delivery charges
Applicable delivery charges will be displayed during checkout before the customer completes payment.
Delivery charges may vary depending on:
The delivery location;
The size or weight of the order;
Promotional delivery offers; or
Any additional delivery requirements disclosed before checkout.
There will be no undisclosed delivery charges added after the customer has completed the purchase.
6. Delivery addresses
Customers are responsible for providing a complete and accurate delivery address, including:
The recipient’s full name;
Street address and suburb;
City or town;
Province;
Postal code;
Contact telephone number; and
Any relevant complex, building, unit or access information.
VibeCart Online will not be responsible for delays caused by incorrect, incomplete or outdated information supplied by the customer.
Customers must contact us as soon as possible if they notice an error in their delivery details. We cannot guarantee that an address can be changed after an order has been dispatched.
7. Courier delays and circumstances beyond our control
VibeCart Online and Aramex will take reasonable steps to deliver orders within the estimated 8–11-business-day period.
Delivery may be delayed by circumstances outside VibeCart’s reasonable control, including:
Severe weather;
Flooding, fires or natural disasters;
Road closures or transport disruptions;
Industrial action or strikes;
Courier network disruptions;
Load shedding or infrastructure failures;
Public holidays;
Unusually high order volumes;
Security incidents;
Delivery restrictions;
Remote or difficult-to-access locations;
Incorrect delivery information supplied by the customer; or
Other events that VibeCart Online could not reasonably prevent or avoid.
VibeCart Online will not be liable for indirect, incidental or consequential losses resulting from a delivery delay caused by circumstances outside our reasonable control, to the extent permitted by South African law.
This limitation does not exclude VibeCart’s obligation to:
Keep the customer reasonably informed;
Assist with tracing the parcel;
Take reasonable steps to resolve the delay; or
Provide the customer with the remedies required by applicable consumer law.
8. Orders delayed beyond the delivery period
If we become aware that an order is unlikely to arrive within the estimated delivery period, we will attempt to notify the customer using the contact details provided.
The customer may agree to a revised delivery timeframe.
Where VibeCart Online is unable to deliver within the agreed period and the customer does not agree to an alternative delivery date, the customer may cancel the affected order without penalty and receive a refund, as required by applicable law. South African consumer guidance confirms that a supplier cannot retain payment where it cannot deliver on the agreed date and no alternative arrangement has been accepted.
9. Tracking orders
Where tracking is available, the tracking number or link will be provided after dispatch.
Tracking information may take some time to update after a parcel has been collected or scanned by the courier.
Customers may contact VibeCart Online for assistance if:
Tracking has not updated for an unusually long period;
The parcel appears to be travelling in the wrong direction;
The parcel is marked as delivered but has not been received; or
The expected delivery period has passed.
10. Receiving a delivery
The customer must ensure that someone is available at the delivery address to receive the parcel.
The courier may request:
The recipient’s name;
A signature;
A one-time PIN;
Identification; or
Another reasonable form of delivery confirmation.
Delivery may be accepted by the customer or by another person reasonably available at the delivery address.
Customers should not provide courier delivery PINs before the parcel has physically arrived.
11. Unsuccessful delivery attempts
If the courier cannot complete delivery because:
Nobody is available;
Access to the property is restricted;
The customer cannot be contacted;
The address is incorrect or incomplete; or
The customer refuses delivery without a lawful reason,
the courier may attempt to contact the customer, reschedule delivery or return the parcel to the sender.
Where an unsuccessful delivery is caused by incorrect information or an unreasonable failure by the customer to accept delivery, the customer may be responsible for reasonable re-delivery costs.
Any additional amount will be communicated before a new delivery is arranged.
12. Parcels returned to VibeCart Online
If an order is returned to VibeCart because delivery could not be completed, we will contact the customer.
Depending on the circumstances, the customer may choose to:
Pay a reasonable re-delivery charge and have the parcel sent again; or
Cancel the order and receive an applicable refund, less reasonable delivery or return costs where permitted by law.
No deduction will be made where the failed delivery resulted from an error by VibeCart or the courier.
13. Lost parcels
A parcel will not automatically be considered lost merely because tracking has been delayed or has not recently updated.
VibeCart will first open an investigation with the courier.
If the courier confirms that the parcel was lost before being delivered to the customer, VibeCart will, depending on stock availability and the customer’s applicable rights:
Send a replacement product; or
Refund the amount paid for the affected product and any applicable delivery charge.
Products remain at VibeCart’s risk until the customer has accepted delivery.
14. Parcels damaged during delivery
Customers should inspect the parcel as soon as reasonably possible after delivery.
Where a parcel or product appears to have been damaged during delivery, contact us promptly and provide:
The order number;
A description of the damage;
Photographs of the outer packaging;
Photographs or video of the damaged product; and
A photograph of the delivery label.
Where damage occurred before the customer accepted delivery, VibeCart Online will handle the matter in accordance with its Returns and Refunds Policy and applicable South African consumer law.
15. Incorrect products or missing items
Customers must contact VibeCart Online if:
The wrong product was delivered;
An item is missing from the order;
The incorrect quantity was delivered; or
The product materially differs from what was ordered.
Where the error was caused by VibeCart Online or its fulfillment process, VibeCart Online will arrange the necessary collection, replacement or refund at no additional cost to the customer.
16. Split deliveries
In some circumstances, products from the same order may be sent in separate parcels.
Where this happens:
The customer will not be charged an additional delivery fee unless this was disclosed and accepted before purchase;
Each parcel may have its own tracking information; and
The parcels may arrive on different days.
17. Delivery to remote or restricted areas
Some remote, rural, high-risk or restricted-access locations may require additional delivery time.
Where we know before dispatch that the standard delivery service is unavailable or materially delayed, we will attempt to contact the customer to discuss:
An alternative delivery address;
An alternative delivery arrangement;
A revised delivery estimate; or
Cancellation and refund of the order.
18. Delivery instructions
Customers may include reasonable delivery instructions during checkout where this feature is available.
VibeCart Online and the courier cannot guarantee that all special delivery instructions will be followed, particularly where the instruction:
Creates a safety or security risk;
Requires entry into restricted premises;
Requests delivery outside the courier’s operating procedures; or
Asks the courier to leave the parcel unattended.
Where the customer requests that a parcel be left unattended, this will only be done where the courier permits it and the request can reasonably be verified.
19. Delivery disputes
Where courier tracking shows that an order was delivered but the customer states that it was not received, VibeCart Online may request the courier’s:
Delivery confirmation;
Proof of delivery;
Recipient information;
Delivery location information; or
Other available delivery records.
We will investigate the matter reasonably and will not reject a valid claim solely because the courier system displays the parcel as delivered.
20. Order cancellation before dispatch
Customers should contact VibeCart Online as soon as possible if they wish to cancel an order.
If the order has not yet been dispatched or committed for fulfillment, we will attempt to cancel it and process the applicable refund.
If the order has already been dispatched, the customer may need to follow the process set out in our Returns and Refunds Policy.
21. Contact information
For delivery assistance, contact:
Trading name: VibeCart Online
Website: vibecartonline.co.za
Customer-support email: customers.vibecartza@outlook.com
Telephone or WhatsApp: +27 65 712 4000
Operating hours: Monday–Friday, 08:00–17:00 SAST
Legal owner: Mark Palmer, sole proprietor
Physical business address: 897 Pennyweight Avenue, Roodepoort, Gauteng, 1735, South Africa
When contacting us about a delivery, please include your order number and the name used when placing the order.