Shipping & Delivery

1. Vendor Shipping Responsibility

1.1 Vendor-Managed Delivery

Each vendor is solely responsible for:

• Packing and preparing products for shipment
• Selecting shipping methods and courier services
• Setting shipping costs and delivery timeframes
• Providing tracking information (if available)
• Ensuring products are delivered safely and on time
• Handling delivery-related customer service

1.2 MakhiMarket's Limited Role

1.3 Checking Vendor Shipping Policies

Before purchasing, always review the vendor's shipping information:

• Visit the vendor's store page for shipping details
• Check estimated delivery times on product pages
• Review shipping costs during checkout
• Contact the vendor directly with shipping questions

2. Delivery Areas & Coverage

2.1 Primary Service Area

MakhiMarket primarily serves the Pretoria & Tshwane Metropolitan Area:

• Pretoria CBD & Surrounding Suburbs
• Centurion
• Hatfield, Arcadia, Brooklyn
• Silverton, Mamelodi, Atteridgeville
• Akasia, Mabopane, Soshanguve
• Ga-Rankuwa, Hammanskraal
• Other Tshwane areas (subject to vendor availability)

2.2 Extended Delivery (Outside Pretoria)

Some vendors may offer delivery to areas outside Pretoria, including:

• Gauteng Province: Johannesburg, Midrand, Sandton (additional costs apply)
• Nationwide: Selected vendors may ship to other provinces via courier
• International: Not currently available

2.3 Delivery Restrictions

Certain areas may have delivery restrictions:

• Remote Areas: Limited or no delivery available
• Security Estates: May require special access arrangements
• PO Boxes: Not accepted for physical product delivery
• Rural Areas: Higher shipping costs and longer delivery times

3. Delivery Methods & Timeframes

3.1 Local Delivery (Pretoria)

Vendors may offer the following local delivery options:

• Standard Delivery: 2-5 business days | R30-R60
• Express Delivery: 1-2 business days | R60-R100
• Same-Day Delivery: Within 4-6 hours (selected vendors) | R80-R150
• Click & Collect: Pickup from vendor location | Free or R10-R20

3.2 Courier Delivery (National)

For deliveries outside Pretoria, vendors may use national courier services:

• Standard Courier: 3-7 business days | R80-R150
• Express Courier: 1-3 business days | R120-R250
• Overnight Delivery: Next business day | R200-R400

3.3 Free Delivery Thresholds

Many vendors offer free delivery for orders above a certain value:

• Local (Pretoria): Free delivery on orders over R250-R500
• Gauteng: Free delivery on orders over R500-R1000
• Nationwide: Free delivery on orders over R1000-R2000

3.4 Delivery Time Exclusions

Delivery timeframes exclude:

• Weekends and public holidays (unless specified by vendor)
• Order processing time (1-2 business days)
• Time for stock availability confirmation
• Customs clearance (if applicable)

4. Shipping Costs

4.1 Vendor-Set Shipping Fees

Shipping costs are determined by individual vendors based on:

• Delivery Distance: Closer areas = lower costs
• Package Weight & Size: Heavier/bulkier items = higher costs
• Delivery Speed: Express/same-day = premium pricing
• Order Value: Higher order values may qualify for discounts or free shipping

4.2 Multiple Vendor Orders

To minimize shipping costs when ordering from multiple vendors:

• Place separate orders with each vendor to qualify for free shipping thresholds
• Look for vendors offering "Free Shipping" badges
• Combine multiple items from the same vendor in one order

4.3 Calculating Shipping Costs

Shipping costs are calculated automatically at checkout based on:

• Your delivery address
• Selected delivery method
• Total cart weight and dimensions
• Vendor shipping rates

4.4 Additional Fees

Some vendors may charge extra fees for:

• Remote Area Surcharge: R20-R50 for hard-to-reach locations
• Saturday Delivery: R30-R80 additional fee
• Residential Delivery: Some couriers charge extra for home delivery
• Insurance: Optional coverage for high-value items (1-3% of order value)

5. Order Processing & Dispatch

5.1 Order Confirmation

After placing your order:

1. Order Confirmation Email: Sent immediately with order details
2. Vendor Notification: Vendor is notified of your order
3. Payment Verification: Payment is processed and verified (instant or 1-2 hours)
4. Stock Confirmation: Vendor confirms product availability

5.2 Processing Time

Vendors typically process orders within:

• 1-2 business days for in-stock items
• 3-5 business days for made-to-order or personalized items
• 5-10 business days for special/bulk orders

5.3 Dispatch Notification

Once your order is shipped, you will receive:

• Dispatch Confirmation Email: With estimated delivery date
• Tracking Number: If courier tracking is available
• Vendor Contact Info: For delivery-related questions

5.4 Out-of-Stock Items

If an item is out of stock after you order:

• Vendor will contact you within 24-48 hours
• You can wait for restock, choose a substitute, or cancel that item
• Refund processed for canceled items within 3-5 business days

6. Tracking Your Order

6.1 Order Tracking Methods

Track your order using:

• My Account: Log in to MakhiMarket and view "Order History"
• Email Tracking Link: Click the tracking link in your dispatch email
• Courier Website: Enter tracking number on courier's site (if provided)
• SMS Updates: Some vendors send SMS delivery notifications

6.2 Tracking Information Availability

Not all vendors provide tracking numbers. Tracking availability depends on:

• Delivery method (courier services usually have tracking, local delivery may not)
• Vendor's shipping practices
• Type of delivery service used

6.3 Delivery Status Updates

Typical delivery status stages:

1. Order Received: Vendor has received your order
2. Processing: Vendor is preparing your order for shipment
3. Dispatched: Package handed over to courier/driver
4. In Transit: Package is on the way to your address
5. Out for Delivery: Driver is delivering to your area today
6. Delivered: Package successfully delivered

7. Receiving Your Delivery

7.1 Delivery Attempts

When the courier/driver attempts delivery:

• Home Delivery: Driver will knock/ring doorbell
• No One Home: Driver leaves a notice or contacts you via phone
• Redelivery: Courier may attempt delivery again the next business day
• Collection: If redelivery fails, you may need to collect from courier depot

7.2 Signature Requirements

Some deliveries require a signature upon receipt:

• High-value orders (typically over R1000)
• Age-restricted products (if any)
• Special delivery requests by vendor

7.3 Inspecting Your Package

Always inspect your package before accepting delivery:

• Check Packaging: Look for visible damage, tears, or tampering
• Refuse Damaged Packages: You have the right to refuse obviously damaged parcels
• Document Damage: Take photos/videos if package appears damaged
• Report Immediately: Contact the vendor within 24 hours of delivery if there are issues

7.4 Safe Place Delivery

Some vendors/couriers offer "safe place" delivery:

• Leave package at a secure location (e.g., with security, neighbor, behind gate)
• You assume responsibility for packages left in safe places
• Request this option during checkout or contact the vendor

8. Failed or Delayed Deliveries

8.1 Delivery Delays

Deliveries may be delayed due to:

• High order volumes (holidays, sales events)
• Severe weather conditions
• Traffic congestion or road closures
• Incorrect or incomplete delivery address
• Public holidays and weekends
• Stock shortages or vendor processing delays
• Courier service disruptions

8.2 What to Do If Your Order Is Delayed

1. Check Tracking: Review tracking information for updates
2. Wait for Estimated Delivery Date: Allow for the full estimated timeframe
3. Contact the Vendor: If delivery is significantly delayed (5+ days past estimate)
4. Request Investigation: Vendor can investigate with courier service
5. Cancel & Refund: If delivery fails after reasonable time (usually 14 days)

8.3 Lost Packages

If your package is marked as delivered but you didn't receive it:

• Check Premises: Look around your property, with security, or neighbors
• Verify Address: Ensure the delivery address on your order is correct
• Contact Vendor Immediately: Report within 48 hours
• Courier Investigation: Vendor will file a claim with the courier
• Replacement or Refund: Vendor will offer replacement or refund after investigation

8.4 Damaged in Transit

If your package arrives damaged:

1. Document Everything: Take photos/videos of packaging and product damage
2. Do Not Discard Packaging: Keep all packaging materials for inspection
3. Contact Vendor Within 48 Hours: Report damage with photographic evidence
4. Courier Claim: Vendor may file a claim with the courier
5. Replacement or Refund: Vendor will arrange replacement or refund

9. Click & Collect / Self-Pickup

9.1 How Click & Collect Works

Some vendors offer free or low-cost self-pickup:

1. Select "Click & Collect" or "Self Pickup" at checkout
2. Pay for your order online
3. Receive notification when order is ready (usually 2-24 hours)
4. Collect from vendor's specified location during business hours

9.2 Collection Requirements

When collecting your order, bring:

• Order confirmation email or SMS
• Valid ID or proof of identity
• Payment confirmation (if requested)

9.3 Collection Timeframe

• Most vendors allow 7 days for collection after notification
• Uncollected orders may be canceled and refunded
• Some vendors charge storage fees after 14 days

9.4 Collection Hours

Collection hours vary by vendor. Typical hours:

• Weekdays: 8:00 AM - 5:00 PM
• Saturdays: 9:00 AM - 2:00 PM (selected vendors)
• Sundays/Public Holidays: Closed (check with vendor)

10. International Shipping

International shipping is currently not available on MakhiMarket.

We currently serve South Africa only, with a primary focus on the Pretoria & Gauteng area. Future expansion to international shipping may be considered based on demand.

11. Delivery Support

11.1 Contacting Vendors About Delivery

For delivery-related questions or issues:

• First Contact Vendor: Use vendor contact details from your order confirmation
• Response Time: Most vendors respond within 24-48 hours
• Provide Order Number: Always include your order number in communications

11.2 MakhiMarket Support Assistance

If the vendor is unresponsive or you need help mediating a delivery issue:

• Email: support@makhimarket.co.za
• Phone: [Your Phone Number]
• Hours: Monday - Friday, 8:00 AM - 5:00 PM SAST

11.3 What We Can Help With

MakhiMarket support can assist with:

• Facilitating communication with vendors
• Mediating delivery disputes
• Reporting problematic vendors
• General delivery policy questions