Shipping policy
Thank you for shopping with ChillLab. This Shipping & Delivery Policy explains how orders placed through our website are processed and delivered within South Africa.
By placing an order with ChillLab, you acknowledge and agree to this Policy, subject at all times to your rights under applicable South African law, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").
1. DELIVERY AREA
ChillLab currently delivers within South Africa.
Orders are delivered using Aramex door-to-door courier services or another suitable courier service where reasonably necessary.
Delivery availability may depend on the customer's location and whether the courier services that area.
2. ESTIMATED DELIVERY TIME
Our estimated delivery timeframe is:
8–11 business days
This timeframe is an estimate and not a guaranteed delivery date, unless ChillLab has expressly agreed with you in writing to delivery on a specific date.
Business days generally exclude Saturdays, Sundays and South African public holidays.
Delivery times may vary depending on your location, order processing requirements, courier operations and circumstances outside our reasonable control.
3. ORDER PROCESSING
Orders will be processed as soon as reasonably possible after successful payment and order confirmation.
Processing time forms part of the overall estimated delivery timeframe unless otherwise stated.
Orders placed on weekends or public holidays may only begin processing on the next applicable business day.
4. COURIER SERVICE
ChillLab primarily uses Aramex door-to-door delivery.
Once an order has been dispatched, delivery is handled by the courier according to its operational processes.
Where available, customers may receive tracking information allowing them to follow the progress of their shipment.
The use of a third-party courier does not remove any responsibility or obligation that ChillLab has under applicable South African consumer law.
5. POSSIBLE DELIVERY DELAYS
Although we aim to have orders delivered within 8–11 business days, delays may occasionally occur due to circumstances outside ChillLab's reasonable control.
These circumstances may include, but are not limited to:
- courier network delays;
- unusually high delivery volumes;
- severe weather;
- road closures or transport disruptions;
- strikes or industrial action;
- public holidays;
- load shedding or infrastructure disruptions;
- natural disasters;
- civil unrest;
- incorrect or incomplete delivery information supplied by the customer;
- inability of the courier to gain access to the delivery location;
- the customer or authorised recipient being unavailable to receive the parcel; or
- other events beyond ChillLab's reasonable control.
ChillLab will not be responsible for losses caused solely by delays outside our reasonable control to the maximum extent permitted by South African law.
However, nothing in this Policy excludes or limits any right or remedy that a consumer is entitled to under the CPA, ECTA or other applicable South African law.
Where we become aware of a material delivery delay, we will take reasonable steps to assist the customer and, where appropriate, communicate available information regarding the delay.
6. DELIVERY TIMEFRAMES ARE ESTIMATES
Unless expressly agreed otherwise, any delivery date or timeframe displayed on our website, checkout, order confirmation or communications should be understood as an estimated delivery timeframe.
The estimated 8–11 business day timeframe may therefore occasionally be exceeded.
A delay does not automatically entitle either party to disregard the terms of the transaction. However, customers retain all cancellation, refund and other rights provided to them under applicable South African law.
7. CUSTOMER RESPONSIBILITY FOR DELIVERY INFORMATION
Customers are responsible for providing accurate and complete delivery information when placing an order.
This includes:
- full name;
- street address;
- suburb;
- city or town;
- province;
- postal code;
- telephone number; and
- any information reasonably required for the courier to locate the delivery address.
ChillLab will not be responsible for delays or failed deliveries caused by incorrect, incomplete or outdated information supplied by the customer, to the extent permitted by law.
If an order must be redirected or delivered again because incorrect delivery information was supplied, the customer may be responsible for reasonable additional courier charges where permitted by law.
Please contact us as soon as possible if you notice an error in your delivery information.
Once an order has been dispatched, we cannot guarantee that an address can be changed.
8. FAILED DELIVERY ATTEMPTS
Customers should ensure that someone is reasonably available to receive the order at the delivery address.
If the courier cannot complete delivery because:
- nobody is available to receive the parcel;
- access to the premises cannot reasonably be obtained;
- the customer cannot be contacted; or
- incorrect delivery information was supplied,
the courier may attempt redelivery or return the parcel.
Where a failed delivery is attributable to the customer, ChillLab reserves the right to charge reasonable additional delivery costs for redelivery where permitted by law.
9. TRACKING
Where tracking is available, customers may receive a tracking number or tracking link after their order has been dispatched.
Tracking information is provided by the courier and may occasionally take time to update.
A temporary lack of tracking updates does not necessarily mean that the parcel has been lost.
If your tracking information has not updated for an unusually long period, please contact ChillLab so that we can assist in investigating the shipment.
10. LOST PARCELS
If a parcel appears to have been lost while in transit, please contact ChillLab.
We will take reasonable steps to investigate the matter with the courier.
Goods remain subject to the allocation of risk required by applicable South African law. ChillLab will not treat the appointment of a third-party courier as automatically transferring legally imposed delivery risk to the customer.
Where an order is confirmed as lost and ChillLab is legally responsible, we will provide the remedy required by applicable law.
11. DAMAGED PARCELS
If your parcel arrives visibly damaged, please notify ChillLab as soon as reasonably possible.
Where possible, please provide:
- your order number;
- photographs of the parcel;
- photographs of the packaging;
- photographs or video of the damaged product; and
- a description of the damage.
We may use this information to investigate the matter with the courier.
Nothing in this section limits your statutory rights relating to defective, damaged or non-compliant goods.
12. DELIVERY CONFIRMATION
An order may be considered delivered when the courier's records reasonably confirm that it has been delivered to the delivery address or accepted by the customer or an authorised person, subject to applicable South African law.
If tracking shows that your parcel has been delivered but you have not received it, please contact us as soon as reasonably possible so that the matter can be investigated.
13. DELAYS BEYOND OUR CONTROL
ChillLab cannot guarantee that third-party courier networks will operate without interruption.
Where a delay results from circumstances genuinely outside our reasonable control, ChillLab will not be liable for indirect or consequential losses resulting solely from that delay except to the extent that such liability cannot lawfully be excluded or limited.
Nothing in this clause excludes ChillLab's obligations to deliver goods, provide refunds, permit cancellation or provide another remedy where required by applicable South African law.
14. CUSTOMER CANCELLATION RIGHTS
Nothing in this Shipping & Delivery Policy removes any cancellation right available to a customer under applicable South African law.
Where ECTA applies, ChillLab will comply with applicable statutory requirements concerning performance of online orders, delays, cancellation and refunds.
15. SHIPPING FEES
Any applicable shipping fee will be displayed at checkout before the customer completes payment.
Shipping charges may depend on the delivery method, promotion, order value or other conditions disclosed at checkout.
Any free-shipping promotion is subject to the terms displayed with that promotion.
16. PUBLIC HOLIDAYS AND PEAK PERIODS
Orders placed during or around:
- Black Friday;
- Christmas and New Year;
- major promotional periods;
- South African public holidays; or
- periods of unusually high courier demand
may experience longer processing or delivery times.
We recommend allowing additional time during these periods.
17. CHANGES TO THIS POLICY
ChillLab may update this Shipping & Delivery Policy from time to time.
Changes will apply to future orders from the effective date of the updated Policy and will not remove statutory rights that customers already have in respect of existing orders.
18. SOUTH AFRICAN CONSUMER RIGHTS
Nothing contained in this Policy is intended to exclude, waive or restrict any consumer right that cannot lawfully be excluded under South African law.
If any provision of this Policy conflicts with a mandatory provision of the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or other applicable legislation, the mandatory legal provision will prevail to the extent of the conflict.
The remaining provisions of this Policy will continue to apply to the extent permitted by law.
19. CONTACT US
For questions regarding shipping, tracking or delivery, please contact:
ChillLab
Website: ChillLab.co.za
Email: [INSERT CUSTOMER SUPPORT EMAIL]
When contacting us about an existing order, please include your order number so that we can assist you as quickly as possible.