CARTOVA SHIPPING AND DELIVERY POLICY

Last updated: [15/10/2026]

1. Where we deliver

Cartova currently delivers to selected areas within the Western Cape, including selected suburbs in and around Cape Town.

Delivery availability depends on your exact address, product availability, parcel size, delivery route, courier availability and Cartova’s operational capacity.

We cannot guarantee delivery to every address. Delivery eligibility will be confirmed when you enter your delivery address at checkout. If your address falls outside our available delivery area, you may not be able to complete your order.

If an order is mistakenly accepted for an address we cannot service, we may cancel the order and refund you to your original payment method, wherever reasonably possible.

We may add, remove or adjust delivery areas from time to time. Available delivery options and fees will be displayed at checkout or otherwise confirmed before your order is accepted.

2. Our delivery partners

We may use our own delivery personnel and/or third-party couriers, logistics partners, or pickup-point partners. Because our delivery partners may change from time to time, we don’t list them individually in this policy — but you’ll be able to see which partner is handling your order in your dispatch or tracking communication.

3. Minimum order value

A minimum order value may apply to orders. Any minimum that applies is shown at checkout before you pay.

See our Terms and Conditions for more detail.

4. Delivery fees

Delivery fees are shown or calculated at checkout, before you pay.

Your delivery fee may vary depending on:

your delivery address, zone, and delivery method;
parcel size and weight;
product type, and whether items are fragile, bulky or heavy;
fuel and operational costs;
whether you’ve chosen same-day or urgent delivery;
a failed delivery or redelivery; or
any special handling required.

We may update our delivery fees from time to time. A change applies to future orders only and does not affect an order you have already placed.

5. Your exact delivery fee

The exact fee for your order will always be shown at checkout, or communicated to you before we fulfil your order if special delivery arrangements are needed.

6. How long delivery takes

Here are our estimated delivery timeframes:

Area / option	Estimated timeframe
Selected Cape Town metro areas	2–4 business days
Extended Western Cape areas	3–6 business days
Pickup point delivery, where available	3–6 business days
Bulky or special-order items	5–10 business days, or as advised
Same-day / next-day delivery	Only where specifically offered at checkout

These are estimates, not guarantees, unless we expressly state otherwise to you in writing.

7. How long we take to process your order

We aim to process your order within 1–2 business days after your payment is confirmed. Delivery timeframes usually run from the day we dispatch your order, not necessarily from the day you placed it.

Processing includes steps like confirming payment, checking product availability, sourcing stock where applicable, picking and packing your order, creating a waybill, booking a courier, and running any necessary fraud checks.

Orders placed after our daily cut-off time, over weekends, or on public holidays, will usually be processed on the next business day.

8. Manual EFT orders

If you pay by manual EFT, we’ll only process your order once your funds have cleared and reflect in our bank account. A proof of payment on its own isn’t enough for us to process or dispatch your order.

See our Payment Policy for more detail on manual EFT payments.

9. How we schedule deliveries

To keep delivery costs — and your delivery fees — as fair as possible, we may group deliveries into scheduled runs by area, suburb, zone, or route, rather than sending a dedicated trip for every single order. This helps us manage fuel, driver, and courier costs.

If you need your order faster, you can select and pay for an urgent, express, or same-day delivery option where this is available.

10. Same-day or urgent delivery

Same-day, urgent, or express delivery may be available in selected areas only, and only where shown at checkout or confirmed by us. These options usually cost more, since they require dedicated delivery arrangements.

We may decline to offer same-day or urgent delivery where it isn’t operationally practical.

11. Bulky, heavy, fragile, or special items

Bulky, heavy, fragile, high-value, or special-handling items may attract additional delivery fees, which we’ll quote separately.

If you don’t want to pay the additional fee, we’ll cancel that item and refund you for it.

12. Getting your delivery address right

Please make sure the delivery address you give us is complete, accurate, and accessible. Specifically, please check that:

the address itself is correct;
the courier will be able to access it;
you (or someone able to receive the order) will be available during the expected delivery window;
your contact number is correct and reachable; and
any access codes, complex names, floor numbers, or delivery instructions are accurate.

We’re not responsible for delays or failed deliveries caused by incorrect, incomplete, or inaccessible address information you’ve given us.

13. Receiving your delivery

You, or someone authorised to receive the order on your behalf, needs to be available to receive it. Our courier or delivery partner may ask for a signature, name, PIN, OTP, photo, or other proof of delivery.

If your order is delivered to another person at the address you provided, this will be treated as delivery to you.

14. If delivery fails

Delivery may fail for reasons such as:

an incorrect or incomplete address;
inaccessible premises, or access to a complex/building being denied;
you being unavailable or not answering the phone;
you refusing delivery without a valid reason;
an unsafe delivery area; or
other circumstances outside our control.

If a delivery fails because of something on your end, we may charge a redelivery, return, or handling fee, where the law allows this.

15. Who pays for redelivery

You may be responsible for redelivery or return costs if, for example:

you gave us an incorrect or incomplete address;
you weren’t available to receive the order;
you changed the address after we’d already dispatched it;
you refused delivery without a valid reason; or
you didn’t collect your order from a pickup point within the required period.

We’ll usually cover reasonable redelivery or correction costs if, for example:

we sent the wrong item;
we gave our delivery partner the wrong address, despite you providing the correct details;
the courier failed to deliver through no fault of yours; or
the product turns out to be damaged, defective, or incorrect.

16. Pickup points

Where available, we may offer pickup-point, collection-point, or click-and-collect delivery, which you can select at checkout.

Availability, collection periods, fees, and return procedures for pickup points may depend on our pickup-point partner.

If you don’t collect your parcel within the allowed collection period, it may be returned to us, and you may be responsible for return, redelivery, or handling costs, where the law allows this.

17. Risk and ownership

Risk in your product generally passes to you once it’s delivered to you or your authorised recipient, subject to applicable law.

Ownership passes to you once we’ve received full payment and the product has been delivered, unless the law requires otherwise.

18. What can cause delivery delays

Delivery may be delayed by things like courier delays, high order volumes, supplier delays, public holidays, weekends, severe weather, road closures, strikes, power failures, system outages, incorrect addresses, failed payment verification, or security/fraud checks — as well as other events outside our reasonable control.

We’ll try to let you know about any significant delays where reasonably possible.

19. Contact us about delivery

For delivery queries, late deliveries, failed deliveries, redelivery requests, address issues or tracking queries, please contact us through the Contact Us page or Help Centre on the Cartova website.

Please choose the relevant delivery option and include your order number, delivery address and a short description of the issue so that we can assist you as quickly as possible.

Business hours: 08:00–17:30, Monday to Friday, South African time