Shipping policy
MANDATE STORE - SHIPPING & DELIVERY POLICY
Effective Date: July 23, 2025
Last Updated: July 23, 2025
1. PROCESSING TIME
Order Processing
Standard Processing: 24 hours from order confirmation
Processing Window: Monday-Friday, 9 AM - 5 PM (SAST)
Weekend Orders: Orders placed on weekends processed the following Monday
Holiday Processing: Extended processing times during public holidays
Factory Processing
Manufacturing Time: All items processed within 24 hours at our facility
Quality Control: Each order undergoes quality inspection before shipment
Custom Orders: Special requests may require additional processing time
Rush Processing: Expedited processing available for urgent orders
Order Confirmation
Email Confirmation: Confirmation sent immediately upon successful payment
Processing Notification: Email sent when order enters production
Shipping Notification: Tracking information provided when order ships
Delivery Updates: Real-time tracking updates throughout delivery process
2. SHIPPING METHODS & CARRIERS
International Carriers
Primary Carriers: FedEx and DHL for worldwide shipping
Carrier Selection: Optimal carrier chosen based on destination and speed
Service Levels: Standard, Express, and Priority shipping options available
Carrier Switching: We reserve the right to use alternative carriers when necessary
Domestic Shipping (South Africa)
Local Carriers: PostNet, Aramex, and regional courier services
Same-Day Delivery: Available in select Johannesburg areas
Next-Day Delivery: Available for most major South African cities
Regional Coverage: Extended delivery times for remote areas
Shipping Options
Standard Shipping: 5-10 business days international, 2-5 days domestic
Express Shipping: 2-5 business days international, 1-2 days domestic
Priority Shipping: 1-3 business days international, same/next day domestic
Economy Shipping: 10-21 business days for cost-conscious customers
3. SHIPPING COSTS & PRICING
Cost Calculation
Dynamic Pricing: Shipping costs calculated based on destination, weight, and method
Real-Time Rates: Live shipping rates provided during checkout
Package Dimensions: Rates based on actual package size and weight
Insurance Included: Basic shipping insurance included in all rates
Domestic Shipping Rates (South Africa)
Standard: R50-R150 depending on location
Express: R150-R300 for expedited delivery
Same-Day: R300-R500 (Johannesburg metro area only)
Free Shipping: Available on orders over R1,500
International Shipping Rates
Africa: $15-$35 depending on country and service level
Europe/UK: $25-$50 depending on service level
North America: $30-$60 depending on service level
Asia/Australia: $35-$70 depending on service level
Other Regions: Rates calculated at checkout
Additional Fees
Remote Area Surcharge: Applied to difficult-to-reach locations
Fuel Surcharge: Variable surcharge applied by carriers
Handling Fee: R25 fee for orders under R500
Insurance Upgrade: Optional additional insurance available
4. INTERNATIONAL SHIPPING DETAILS
Customs & Duties
Customer Responsibility: All international duties, taxes, and customs fees
Customs Forms: Accurate customs declarations completed for all shipments
Declared Value: Items declared at actual purchase value
Customs Delays: Delivery times may be extended due to customs processing
Restricted Countries
Shipping Restrictions: Some countries may have shipping restrictions
Prohibited Items: Certain items may be prohibited in specific countries
Documentation Requirements: Additional documentation may be required
Customs Regulations: Customers responsible for understanding local customs laws
International Delivery Times
Standard International: 7-14 business days after shipment
Express International: 3-7 business days after shipment
Priority International: 1-4 business days after shipment
Customs Processing: Additional 1-5 days for customs clearance
Currency & Conversion
Local Currency: Shipping costs displayed in customer's local currency
Exchange Rates: Conversion rates updated daily
Payment Processing: Final charges may vary slightly due to exchange rate fluctuations
Refund Currency: Refunds issued in original transaction currency
5. TRACKING & DELIVERY UPDATES
Tracking Information
Tracking Numbers: Provided within 24 hours of shipment
Multiple Channels: Tracking available via email, SMS, and website
Real-Time Updates: Live tracking updates throughout delivery process
Delivery Confirmation: Confirmation provided upon successful delivery
Notification System
Email Notifications: Automatic updates sent to order email address
SMS Updates: Optional SMS notifications for delivery updates
Push Notifications: App notifications for mobile users
Account Dashboard: Tracking information available in customer account
Tracking Statuses
Order Confirmed: Payment processed, order being prepared
In Production: Item being manufactured/prepared for shipment
Shipped: Package handed to carrier for delivery
In Transit: Package moving through carrier network
Out for Delivery: Package on delivery vehicle
Delivered: Package successfully delivered to recipient
6. DELIVERY PROCESS
Delivery Attempts
Delivery Attempts: Up to 3 delivery attempts by carrier
Delivery Instructions: Special delivery instructions can be provided
Safe Place: Packages may be left in safe location if authorized
Signature Required: High-value orders may require signature confirmation
Delivery Locations
Residential Delivery: Standard delivery to home addresses
Business Delivery: Delivery to business addresses during business hours
PO Box Delivery: Limited carriers deliver to PO boxes
Alternative Locations: Packages can be held at carrier facilities
Delivery Issues
Failed Delivery: Packages returned to sender after failed delivery attempts
Incorrect Address: Customer responsible for providing accurate delivery address
Access Issues: Customer responsible for ensuring delivery access
Package Theft: Customer responsible for package security after delivery
7. DELIVERY TIMEFRAMES
Domestic Delivery (South Africa)
Major Cities: 1-3 business days (Johannesburg, Cape Town, Durban)
Secondary Cities: 2-5 business days
Rural Areas: 3-7 business days
Remote Locations: 5-10 business days with possible surcharges
International Delivery by Region
SADC Countries: 3-7 business days
Rest of Africa: 5-10 business days
Europe/UK: 5-12 business days
North America: 7-14 business days
Asia/Australia: 7-15 business days
South America: 10-21 business days
Expedited Delivery
Express Domestic: Next business day to major cities
Express International: 2-5 business days to major destinations
Priority Shipping: Fastest available option for urgent orders
Rush Processing: Same-day processing for urgent orders (additional fee)
8. SPECIAL SHIPPING CIRCUMSTANCES
Holiday Shipping
Holiday Deadlines: Specific deadlines published for holiday delivery
Extended Processing: Longer processing times during peak seasons
Carrier Schedules: Delivery affected by carrier holiday schedules
Rush Options: Priority shipping recommended during holiday seasons
Weather & Natural Disasters
Weather Delays: Severe weather may cause delivery delays
Natural Disasters: Force majeure events may suspend shipping services
Communication: Customers notified of weather-related delays
No Liability: Not liable for delays due to weather or natural disasters
High-Value Orders
Signature Required: Orders over $500 require signature confirmation
Insurance Coverage: Full insurance coverage for high-value shipments
Adult Signature: Age verification required for certain jurisdictions
Secure Delivery: Additional security measures for valuable shipments
9. SHIPPING RESTRICTIONS
Product Restrictions
Fabric Restrictions: Some countries restrict textile imports
Material Limitations: Certain materials may be prohibited in some regions
Documentation Required: Additional documentation for restricted items
Alternative Options: Alternative shipping methods for restricted products
Geographic Restrictions
Sanctioned Countries: Shipping not available to sanctioned countries
Remote Locations: Some extremely remote areas not served
Military Addresses: Special procedures for military/diplomatic addresses
Restricted Zones: Certain zones may have shipping limitations
Prohibited Items (General)
Hazardous Materials: No hazardous or dangerous goods
Perishable Items: No perishable or temperature-sensitive items
Illegal Items: No items prohibited by local or international law
Counterfeits: Only authentic Mandate Store products shipped
10. PACKAGING & HANDLING
Packaging Standards
Protective Packaging: All items securely packaged to prevent damage
Eco-Friendly Materials: Sustainable packaging materials when possible
Discreet Packaging: Unmarked packages for customer privacy
Brand Presentation: Premium unboxing experience for customers
Package Contents
Invoice/Receipt: Order summary included with shipment
Care Instructions: Product care information included
Return Instructions: Return process information provided
Marketing Materials: Promotional materials may be included
Package Security
Tamper-Evident: Packaging designed to show tampering
Theft Prevention: Secure packaging to prevent theft
Damage Protection: Adequate protection against shipping damage
Quality Assurance: Final quality check before packaging
11. DELIVERY PROBLEMS & SOLUTIONS
Lost Packages
Investigation Process: Full investigation initiated for lost packages
Carrier Claims: Insurance claims filed with shipping carriers
Customer Support: Dedicated support for delivery issues
Resolution Timeline: Lost package claims resolved within 10 business days
Damaged Packages
Photo Documentation: Customers should photograph damaged packages
Immediate Reporting: Report damage within 24 hours of delivery
Carrier Claims: Damage claims filed with shipping carriers
Replacement Process: Replacement items sent immediately upon confirmation
Wrong Address Delivery
Address Verification: Customers responsible for accurate addresses
Correction Fees: Additional fees for address correction after shipment
Redelivery Costs: Customer responsible for redelivery costs
Prevention: Address verification during checkout process
Delivery Delays
Delay Notifications: Customers notified of significant delays
Tracking Updates: Regular updates on delayed shipments
Compensation: Shipping refunds for significant delays caused by our error
Alternative Solutions: Rush replacement orders for critical delays
12. SHIPPING INSURANCE
Standard Coverage
Basic Insurance: Included with all shipments up to $100
Coverage Details: Protection against loss and damage during transit
Claim Process: Simple claim process for insured losses
Claim Timeline: Insurance claims processed within 14 business days
Additional Insurance
Upgrade Options: Additional insurance available for high-value orders
Full Coverage: Insurance up to full order value available
Premium Calculation: Insurance premium based on declared value
Peace of Mind: Complete protection for valuable shipments
Claim Requirements
Documentation: Photos and documentation required for claims
Reporting Timeline: Claims must be reported within 48 hours
Investigation: Carrier investigation required for insurance claims
Resolution: Claims resolved and compensation provided promptly
13. CUSTOMER RESPONSIBILITIES
Accurate Information
Complete Addresses: Provide complete and accurate shipping addresses
Contact Information: Ensure phone numbers and email addresses are current
Special Instructions: Provide any necessary delivery instructions
Address Verification: Verify addresses before completing orders
Delivery Preparation
Availability: Ensure someone available to receive packages
Access: Provide access to delivery location
Identification: Have identification ready for signature-required deliveries
Package Security: Secure packages after delivery
Communication
Delivery Issues: Communicate delivery problems promptly
Address Changes: Request address changes before shipment
Delivery Preferences: Communicate any delivery preferences
Tracking Monitoring: Monitor tracking information regularly
14. SHIPPING POLICY UPDATES
Policy Changes
Modification Rights: Shipping policies may be updated periodically
Customer Notification: Significant changes communicated to customers
Effective Date: Changes effective from published date
Order Application: Policies in effect at time of order apply to that shipment
Rate Updates
Dynamic Pricing: Shipping rates may change based on carrier rate changes
Fuel Adjustments: Rates may include carrier fuel surcharges
Seasonal Adjustments: Rates may be adjusted during peak shipping seasons
Advance Notice: Major rate changes communicated in advance when possible
15. CONTACT INFORMATION
Shipping Support
Email: shipping@mandate.store
Response Time: 24-48 hours for shipping inquiries
Phone Support: Available during business hours
Order Tracking: Real-time support for tracking issues
Emergency Shipping
Urgent Orders: Priority support for urgent shipping needs
Rush Processing: Same-day processing available for emergencies
Weekend Support: Limited weekend support for urgent issues
Holiday Support: Emergency support during holidays
For all shipping-related questions and concerns, contact shipping@mandate.store
We are committed to providing reliable, fast, and secure shipping services to ensure your Mandate Store products reach you in perfect condition.