Processing of orders before dispatch

Subject to availability and receipt of payment, orders will be processed within one working day, unless it falls on a weekend or a public holiday, in that instance, it will be processed and dispatched on the next business working day.  Once your parcel is sent, you will receive a tracking link by email which can be used to track the progress of your order.

Cancellation of orders

An order can be cancelled if payment has not been made yet for the order by the customer. Once payment has been made by the customer for an order, the order can only be cancelled before the order has been dispatched by Impilo Santé Pty Ltd.

Receipt of order

Upon delivery, products are sent at our risk until signed for by you or by any other person at the address you have given to us.  All products must be signed for on delivery by an adult aged 18 years or over. If no one of that age is at the address when the delivery is attempted the products may be retained by the driver.

When your Products arrive, it is important that you check immediately the condition and quantity. If your Products have been damaged in transit, you must refuse the delivery and contact us so that we may dispatch a replacement quickly and minimize your inconvenience. Signing “Unchecked”, “Not Checked” or similar is not acceptable.

South Africa counter to counter

Please ensure the correct delivery address is provided. Delivery of orders to main city centres and some regional areas will take approximately 2–4 working days. Delivery to outlying/remote areas will take approximately 4–7 working days. 

In the event of your parcel requiring a dedicated special trip to deliver the shipment, additional charges may be levied. Examples of special delivery areas include high risk or remote areas, Mines, Power Stations, Plots/Farms, Military Bases, Game Lodges, Ports/Harbours, Embassies and Consulates. In this instance, in such cases, Impilo Santé will contact you prior to delivery.

International deliveries

Currently we only deliver within the borders of South Africa.  Please contact us if you are situated outside the borders of South Africa so that we can provide you with a quotation for freight charges.

Undeliverable packages

Occasionally packages are returned to us undeliverable. Should this event take place every attempt will be made to contact you to make arrangements for re-shipment.  If the recipient isn’t available at his / her address and isn’t answering phone calls, the courier will advise Impilo Santé.  We will then contact the receiver to notify them that the courier is attempting to deliver the parcel and make the required arrangements. If the recipient is unreachable telephonically, we will then contact the sender to obtain an alternative number.  Repeated unsuccessful delivery attempts, however, may result in the parcel being returned at the payee’s expense.

If the first attempt is unsuccessful, another delivery attempt is arranged with the recipient. If the second attempt also unsuccessful or the recipient is unreachable, the parcel is then stored in the depo for one week. Impilo Santé will attempt to reschedule another delivery attempt with the receiver. The parcel will be returned to the sender after a week if we are still unsuccessful.

Delivery times

Courier companies try their best to deliver your parcels on time. However, we cannot guarantee that there won’t be unforeseen delays on route (weather, customs traffic accidents, etc.).

If we agree with you to deliver on a particular day or at a particular time, we will do our best to comply. But no time given is to be treated as contractual. So we are not liable to you for any expense or inconvenience you incur on account of delayed delivery or non-delivery.

Time for delivery specified on the Order, if any, is an estimate only and time shall not be of the essence.  We are happy for you to pick up Products from our Admin Office, provided you make an appointment in advance and payment has been received into our bank account

Out of Stock Products

Occasionally a product which you order may be out of stock, often due to popularity of the specific product. In this case we’ll contact you promptly with an update on when it will be sent.

Lead time is dependent on stock availability.  Should the products not be in stock please allow 10 working days plus freight transit time. This will allow for manufacturing and delivery to our warehouse. Every effort is made to effect shipment of your order timeously, however, unforeseen circumstances may cause delays. Should we be faced with such an occurrence Impilo Santé Pty Ltd. will contact you via email and provide a revised shipping schedule. 

Special Delivery Items or Instructions

If you have any special delivery instructions please add these to the ‘Additional Information’ field at checkout. Any text entered in the ‘Additional Information’ field will be displayed next to your address for the courier to follow. 

We use different Courier Companies for all national deliveries. Your parcel will be delivered to your doorstep.

All courier orders are sent with ‘Track & Trace’. We’ll send a dispatch email with your tracking number at the time your order is packed and ready to go.

Cost

The cost of shipping within the borders of South Africa is determined as follows:

  • If the value of the products in the order is more than R650 there is no shipping charge (free) to main city centres and regional areas.
  • If the value of the products in the order is less than R650 the relevant shipping cost will attract a flat rate delivery charge.  Refer to the below table of courier rates.
  • Please contact us if you stay in a remote township or outlaying area.  This delivery will attract an additional delivery fee and payment of this fee is required prior to delivery taking place. Refer to the below table of courier rates.
  • In the event of your parcel requiring a dedicated special trip to deliver the shipment, additional charges may be levied. Examples of special delivery areas include: Mines, Power Stations, Plots/Farms, Military Bases, Game Lodges, Ports/Harbours, Embassies and Consulates. In this instance, please contact us.

Courier rates (orders less than R650) & outlying & remote/township areas

Main city centre

<2kg – R150

>2kg<5kg – R180

>5kg<10kg – R230

>10kg<15kg – R290

>15kg – R350

Regional Area

<2kg – R170

>2kg<5kg – R200

>5kg<10kg – R260

>10kg<15kg – R320

>15kg – R390

Outlying area

<2kg – R290

>2kg<5kg – R320

>5kg<10kg – R380

>10kg<15kg – R440

>15kg – R510

Township area

<2kg – R350

>2kg<5kg – R380

>5kg<10kg – R440

>10kg<15kg – R500

>15kg – R570