Shipping Policy

1. Overview

At UrbanFind, we are committed to delivering your orders safely and efficiently. This Shipping Policy outlines our shipping processes, delivery timeframes, costs, and what you can expect when ordering from our online store.

As a direct import platform sourcing products internationally from China, our shipping times differ from traditional local retailers. We appreciate your patience and understanding.

2. Shipping Coverage

2.1 Delivery Locations

We currently ship to addresses throughout South Africa. Our shipping network covers:

• All major cities and metropolitan areas
• Urban and suburban locations
• Rural and remote areas (subject to courier service availability)
• PO Box addresses (limited – check during checkout)

2.2 Areas with Extended Delivery Times

Certain remote or rural locations may experience extended delivery times beyond our standard 14-21 day estimate. These areas include:

• Remote rural communities
• Outlying farms and estates
• Islands and coastal areas with limited access
• Areas serviced by secondary courier routes

If your delivery address falls within these categories, you will be notified during the checkout process or via email after order placement.

2.3 International Shipping

At this time, we only ship within South Africa. We do not offer international shipping to other countries.

3. Delivery Timeframes

3.1 Understanding Delivery Times

Our delivery timeline consists of several stages:

3.2 Factors That May Affect Delivery Time

While we strive to meet our estimated delivery timeframes, several factors beyond our control may cause delays:

• Customs Processing: Extended customs inspections or documentation requirements
• Public Holidays: National holidays in South Africa or China may delay processing
• Weather Conditions: Severe weather affecting international or local transport
• Peak Seasons: High-volume periods such as Black Friday, festive season, or Chinese New Year
• Force Majeure Events: Natural disasters, pandemics, political unrest, or other unforeseen circumstances
• Incorrect Address: Delays caused by incomplete or incorrect delivery information
• Courier Delays: Operational challenges faced by shipping carriers
• Remote Locations: Extended delivery times to rural or hard-to-reach areas

4. Shipping Costs

4.1 Standard Shipping Rates

Shipping costs are calculated based on several factors:

• Product weight and dimensions
• Delivery destination within South Africa
• Shipping method selected
• Current promotional offers

All shipping costs will be clearly displayed during the checkout process before you complete your purchase. There are no hidden fees.

4.2 Free Shipping Promotions

We periodically offer free shipping promotions. Terms and conditions for these promotions include:

• Minimum order value requirements (when applicable)
• Limited to specific products or categories (when applicable)
• Valid for a limited time period
• Subject to availability and stock levels

Free shipping promotions will be clearly advertised on our website and during checkout.

4.3 Additional Charges

Please be aware of potential additional charges:

• Remote Area Surcharge: May apply to deliveries in very remote locations
• Failed Delivery Fee: May apply if delivery fails due to incorrect address or recipient unavailability
• Re-delivery Fee: May apply for requested re-delivery attempts

You will be notified of any additional charges before they are applied to your order.

5. Order Processing

5.1 Order Confirmation

After placing your order, you will receive:

1. Order Confirmation Email: Sent immediately after checkout, confirming your order details
2. Payment Confirmation Email: Sent once your payment has been successfully processed
3. Dispatch Notification: Sent when your order has been dispatched from our supplier

5.2 Processing Time

Orders are processed Monday through Friday (excluding public holidays). Orders placed on weekends or public holidays will be processed on the next business day.

5.3 Order Verification

We reserve the right to verify orders before processing, which may include:

• Confirming payment details
• Verifying delivery address
• Contacting you for additional information
• Fraud prevention checks

This verification process is for your protection and typically takes 1-2 business days.

6. Order Tracking

6.1 Tracking Information

Once your order has been dispatched, we will provide tracking information via email. This includes:

• Tracking number
• Link to courier tracking portal
• Expected delivery timeframe

6.2 Tracking Limitations

Please note the following about order tracking:

• International tracking may have limited updates while the package is in transit from China
• Tracking information may take 24-48 hours to become active after dispatch
• Tracking updates may be delayed during customs clearance
• Not all carriers provide real-time tracking updates

6.3 No Tracking Updates?

If you haven’t received tracking updates within 5 business days of your dispatch notification, please contact us at sales@urbanfind.co.za for assistance.

7. Delivery Process

7.1 Address Accuracy

You are responsible for providing accurate and complete delivery information, including:

• Full recipient name
• Complete street address (including unit/apartment numbers)
• Suburb and city
• Correct postal code
• Contact phone number
• Special delivery instructions (gate codes, building access, etc.)

7.2 Delivery Attempts

Our courier partners typically make the following delivery attempts:

• First Attempt: Courier will attempt delivery at the specified address
• Second Attempt: If first attempt fails, courier will try again within 1-2 business days
• Final Attempt: A third attempt may be made, or package may be held at nearest depot for collection

You will be notified via SMS or email for each delivery attempt. If you miss a delivery, the courier will leave a notification card with collection or re-delivery instructions.

7.3 Recipient Availability

To ensure successful delivery:

• Ensure someone is available to receive the package during business hours
• Provide a safe place or alternative contact person if you won’t be available
• Respond promptly to courier notifications
• Provide accurate contact details for delivery coordination

7.4 Failed Deliveries

If delivery cannot be completed after multiple attempts:

• The package will be held at the courier’s local depot for 5-10 business days
• You will receive notification with collection instructions
• If not collected within the holding period, the package will be returned to sender
• Return shipping costs and restocking fees may apply for uncollected packages

8. Customs and Import Duties

8.1 Customs Clearance

As products are shipped from China, all orders must pass through South African customs. This process involves:

• Documentation verification
• Package inspection (if selected by customs)
• Duty and tax assessment
• Clearance approval

8.2 Import Duties and Taxes

Import duties, VAT, and customs fees may apply to your order based on:

• Product value
• Product category
• South African customs regulations

These charges are separate from your order total and shipping costs. They are collected by the courier upon delivery or clearance.

8.3 Customs Delays

Customs processing times can vary. Delays may occur due to:

• High volume of imports during peak periods
• Random inspections or documentation requirements
• Public holidays or reduced customs operating hours
• Missing or incomplete customs documentation

We have no control over customs processing times and cannot expedite clearance. Thank you for your patience during this stage.

9. Damaged or Lost Packages

9.1 Package Inspection

Upon receiving your order, please:

1. Inspect the package for visible damage before accepting delivery
2. If the package appears damaged, note it on the delivery receipt
3. Take photos of any visible damage
4. Open the package and inspect contents within 48 hours

9.2 Damaged Products

If you receive damaged products:

• Contact us within 48 hours of delivery at sales@urbanfind.co.za
• Provide your order number and photos of the damage
• Keep all original packaging until the issue is resolved
• We will arrange for replacement or refund as appropriate

9.3 Lost Packages

If your package is lost in transit:

• We will investigate with our courier partners
• An investigation period of 10-15 business days may be required
• Once confirmed lost, we will offer a replacement or full refund
• You do not need to pay for lost packages

10. Order Changes and Cancellations

10.1 Modifying Your Order

If you need to change your order (address, products, etc.):

• Contact us immediately at sales@urbanfind.co.za
• Changes can only be made before the order is dispatched to our supplier
• Once dispatched, orders cannot be modified

10.2 Cancellations

To cancel your order:

• Contact us within 24 hours of placing your order
• Cancellations are only possible before dispatch to our supplier
• Once dispatched, standard return procedures apply (see our Returns Policy)
• Refunds for cancelled orders will be processed within 7-14 business days

11. Multiple Items and Split Shipments

11.1 Orders with Multiple Items

If you order multiple items:

• Items may ship separately from different suppliers
• You may receive multiple packages at different times
• Each package will have its own tracking number
• All items should arrive within the estimated delivery timeframe

11.2 Partial Deliveries

In cases where items arrive separately:

• You are not required to pay additional shipping charges
• Each shipment will be tracked independently
• If one item is delayed significantly, please contact us

12. Undeliverable Orders

Orders may be deemed undeliverable due to:

• Incorrect or incomplete address information
• Recipient unavailability after multiple delivery attempts
• Refusal to accept delivery
• Refusal to pay customs duties or taxes
• Inability to access delivery location

For undeliverable orders:

• We will attempt to contact you to resolve the issue
• Additional delivery fees may apply for re-delivery
• If the package is returned to sender, return shipping costs and restocking fees (up to 20% of order value) may be deducted from your refund

13. Shipping Insurance

All shipments are automatically covered by basic carrier insurance for loss or damage during transit. This coverage includes:

• Protection against lost packages
• Coverage for damaged items during shipping
• Protection against theft during transit

No additional shipping insurance purchase is required. If you experience any issues with your shipment, please contact us immediately.

14. Peak Season and High-Volume Periods

During peak shopping seasons, shipping times may be extended beyond our standard 14-21 day estimate. Peak periods include:

• Black Friday and Cyber Monday (November)
• Festive Season (December – January)
• Chinese New Year (late January – February)
• Valentine’s Day (February)
• Easter (March – April)
• Mother’s Day and Father’s Day

We will notify customers of expected delays during these periods through our website and email communications.

15. Contact Us About Shipping

If you have questions or concerns about shipping, delivery status, or any shipping-related issues, please don’t hesitate to contact us:

16. Policy Updates

UrbanFind reserves the right to update this Shipping Policy at any time to reflect changes in our shipping practices, carrier partnerships, or service improvements. Any changes will be posted on this page with an updated “Last Updated” date.

We encourage you to review this policy periodically, especially before placing orders.

Thank you for choosing UrbanFind. We are committed to delivering your orders safely and efficiently. Your patience and understanding regarding international shipping times is greatly appreciated.