Shipping policy

SHIPPING POLICY

1. Introduction

At Stupendous, we want your shopping experience to be simple, convenient and reliable. This Shipping Policy explains how we process, package and deliver orders placed through our online store.

We aim to ensure that every order reaches you safely and in good condition.

2. Where We Deliver

Stupendous aims to offer delivery throughout South Africa, subject to courier coverage and service availability at your address.

International shipping is not currently guaranteed. If international delivery becomes available, the relevant shipping options, costs and delivery estimates will be communicated before an order is completed.

3. Available Shipping Options

Depending on availability at checkout, customers may be offered the following delivery methods:

Standard Courier Delivery

Your order is delivered to the residential or business address supplied during checkout. This is our recommended primary delivery option.

Collection-Point or Locker Delivery

Where available, customers may choose to have their parcel delivered to a participating pickup point or parcel locker. Customers are responsible for collecting their parcels within the courier's specified collection period.

Express Delivery

Express delivery may be offered in selected areas where the courier provides the service. Any additional charges and estimated delivery times will be displayed or communicated before the order is confirmed.

Local Collection

Local collection will only be offered if Stupendous has confirmed an available collection location and the option is displayed or communicated to the customer.

Not every shipping option will be available for every order or destination.

4. Shipping Fees

Shipping fees are determined by the delivery method, destination, parcel size or weight, and courier rates.

The applicable shipping fee will be displayed at checkout where available, or communicated to the customer before payment is finalised.

Free Shipping Promotion: Stupendous may offer free shipping on qualifying orders during selected promotions. Any minimum spend, exclusions and applicable conditions will be clearly communicated in the relevant promotion.

Unless a promotion states otherwise, customers are responsible for the shipping fee displayed at checkout.

5. Order Processing Time

Orders are processed after payment has been successfully received and confirmed.

Please allow approximately 1–3 business days for order processing before dispatch. This is a proposed service target and should only be published once Stupendous can consistently meet it.

Processing may take longer during promotional periods, product launches, public holidays or unexpected operational delays. If a significant delay occurs, we will endeavour to notify affected customers.

Business days exclude weekends and South African public holidays unless otherwise stated.

6. Estimated Delivery Times

Delivery times depend on the destination, courier service and operational conditions.

As a planning guide, Stupendous may use the following estimates once confirmed with its selected courier:

Main centres: approximately 2–5 business days after dispatch.
Regional or outlying areas: approximately 5–7 business days after dispatch.
Express services: according to the courier's confirmed service commitment.

These are estimates, not guaranteed delivery dates. Remote destinations, severe weather, public holidays, courier disruptions and other circumstances may affect delivery.

If a specific delivery date is promised to a customer, that commitment will be handled in accordance with applicable law.

7. Tracking Your Order

Where tracking is provided by the courier, we will share the tracking details by email, SMS or another appropriate communication channel after dispatch.

Customers can use the tracking details to follow the parcel's progress. Please allow time for the courier's tracking system to update after the parcel has been collected.

If you have not received tracking information within a reasonable time after dispatch, please contact us using the contact details published on our website.

8. Accurate Delivery Information

Customers are responsible for supplying accurate and complete delivery information, including:

Full name and contact number.
Correct street address, suburb, town or city, and postal code.
Business name or unit number, where applicable.
Any delivery instructions needed to locate the address.

Incorrect or incomplete information may cause delays or additional courier charges. If you notice an error, contact Stupendous as soon as possible. We cannot guarantee that an address can be changed after an order has been dispatched.

9. Failed Delivery and Uncollected Parcels

Customers should ensure that someone is available to receive the delivery where required and that the courier can access the delivery address.

For collection-point or locker deliveries, customers must collect their parcels within the period specified by the courier.

If a delivery fails or a parcel is returned because of an incorrect address, repeated unsuccessful delivery attempts or failure to collect, we will contact the customer where reasonably possible to discuss the next steps.

Any additional redelivery or return charges will be explained before being charged where applicable. Charges and responsibility will be assessed fairly and in accordance with applicable consumer law. This policy does not remove any rights a customer may have under the law.

10. Lost, Delayed or Damaged Parcels

If your parcel is delayed, appears to be lost, or arrives damaged, please contact Stupendous as soon as possible and provide your order number and any relevant photographs or tracking information.

We will investigate the matter with the courier and work towards an appropriate resolution.

Customers should report visible damage as soon as reasonably possible. However, a reporting request under this policy does not take away any statutory rights or remedies available to the customer.

11. Incorrect or Missing Items

If you receive an incorrect item or an order is incomplete, contact Stupendous with your order number and a description of the issue.

Where the issue is confirmed, we will arrange an appropriate remedy in accordance with our Returns and Refunds Policy and applicable South African consumer law.

12. Shipping and Returns

Shipping fees for returns or exchanges will be handled according to our Returns and Refunds Policy and applicable law.

Where a return or replacement is necessary because Stupendous supplied an incorrect, defective or otherwise non-compliant product, we will assess and resolve the matter in accordance with the customer's legal rights.

For change-of-mind returns, any applicable return shipping arrangements and costs will be communicated in the Returns and Refunds Policy, subject to statutory consumer protections.

13. Unforeseen Delays

Stupendous is not able to control every stage of the courier process. Delays may occur because of severe weather, strikes, public holidays, road closures, operational disruptions or other circumstances beyond our reasonable control.

We will make reasonable efforts to assist customers and communicate material delays. Nothing in this section excludes or limits any responsibility that cannot lawfully be excluded under South African law.