Shipping policy
Craft Supply Co. – Shipping Policy
Last updated: January 2026
Craft Supply Co. ships orders across South Africa using trusted third‑party courier partners. This Shipping Policy explains how delivery works, what customers can expect, and where our responsibility ends once parcels leave our premises.
1. Dispatch Timeframes
- Orders are typically dispatched within 1–3 business days after payment reflects.
- During peak periods, processing times may be slightly longer.
- Customers will receive a tracking number once the order has been handed to the courier.
2. Delivery Timeframes
Delivery times vary depending on the destination and courier workload. Estimated delivery times are:
- Major cities: 2–4 business days
- Outlying or rural areas: 3–7 business days
These are estimates only. Delivery times are not guaranteed.
3. Courier Responsibility & Liability
Craft Supply Co. uses reputable courier services; however, once an order leaves our premises:
- Risk of loss, delay, theft, or damage passes to the customer.
- We are not liable for courier delays, misrouting, operational issues, or any other errors caused by the courier.
- We cannot guarantee delivery dates or times.
- We cannot be held responsible for parcels that are lost, stolen, or damaged while in transit.
This aligns with standard South African e‑commerce practice and the Consumer Protection Act (CPA), which allows risk to transfer upon dispatch when clearly stated in the store’s terms.
4. Customer Responsibilities
To ensure smooth delivery, customers must:
- Provide accurate and complete delivery information.
- Ensure someone is available to receive the parcel at the delivery address.
- Track their parcel using the tracking details provided.
- Contact the courier directly for delivery updates once the parcel is in transit.
Incorrect addresses or failed delivery attempts may result in additional charges.
5. Damaged or Incorrect Items
If the items received are incorrect or arrive damaged, customers must notify us within 14 days of delivery.
This falls under our Returns & Refunds Policy, which covers:
- Incorrect items sent due to our error
- Items damaged before dispatch
- Items not as described or not fit for purpose
Damage caused by the courier after dispatch is not our liability, but we will always assist customers in lodging a claim with the courier where possible.
6. Shipping Fees
- Shipping fees are calculated at checkout based on location and parcel size.
- Shipping fees are non‑refundable unless the return is due to our error.
7. Tracking
All orders include tracking. Customers will receive:
- A tracking link or number
- Courier contact details (where applicable)
Tracking updates are controlled by the courier and may take time to reflect.
8. Delivery Delays
While we do everything reasonably possible to ensure timely delivery, delays may occur due to:
- Courier backlogs
- Weather conditions
- Public holidays
- Incorrect delivery information
- Remote or outlying delivery areas
Craft Supply Co. is not responsible for such delays.
9. Undeliverable Parcels
If a parcel is returned to us due to:
- Incorrect address
- Failed delivery attempts
- Customer unavailability
The customer will be responsible for additional shipping fees to resend the parcel.
10. Contact Us
For questions about shipping, please contact:
hello@craftsupplyco.co.za