Shipping policy

SHIPPING POLICY

Effective Date: 12th June 2026
Store Name: Levelup Homes

This Shipping Policy explains how we process, handle, and deliver orders placed with Levelup Homes.

By placing an order, you agree to the terms below.

1. SHIPPING METHOD

We use Aramex Store to Door courier service for all deliveries within South Africa.

  • Door-to-door delivery service
  • Tracking provided once your order has been dispatched
  • Delivery is made to the address provided at checkout

It is the customer’s responsibility to ensure that all delivery details are correct.

2. PROCESSING TIME

All orders require a processing period before dispatch.

  • Processing time: 1–3 business days
  • Orders are processed Monday to Friday (excluding public holidays)

Once your order has been processed, it will be handed over to Aramex for delivery.

3. DELIVERY TIME

Estimated delivery time is:

10 – 11 business days (total estimated delivery timeframe from order date)

This includes processing and courier transit time.

Please note:

  • Delivery times are estimates only and not guaranteed
  • Delivery may take longer during peak periods, holidays, or unforeseen courier delays

4. DELIVERY DELAYS

While we aim to ensure timely delivery, delays may occur due to factors outside our control, including but not limited to:

  • Courier network delays (Aramex)
  • High seasonal order volumes
  • Weather conditions or transport disruptions
  • Incorrect or incomplete delivery information provided by the customer

In such cases:

  • We will assist in tracking and following up with the courier
  • We are not liable for delays caused by third-party courier services

However, this does not affect your rights under the Consumer Protection Act 68 of 2008 in cases where goods are not delivered within a reasonable time.

5. ADDRESS ACCURACY

Customers are responsible for providing a complete and accurate delivery address.

We are not responsible for:

  • Failed deliveries due to incorrect addresses
  • Additional courier charges for address corrections
  • Delays caused by incomplete or inaccurate information

If an order is returned to sender due to address issues, additional shipping fees may apply for re-delivery.

6. TRACKING INFORMATION

Once your order has been dispatched, you will receive a tracking number via email or SMS.

You can use this tracking number to monitor your delivery via Aramex.

7. LOST OR DELAYED PARCELS

If your parcel appears delayed or missing:

  • Please contact us at [your email]
  • We will open an investigation with Aramex on your behalf

Please note:

  • Investigations may take time depending on the courier process
  • We are not responsible for parcels once they are in the possession of the courier, but we will fully assist in resolving issues

8. RISK & OWNERSHIP

Risk in the goods passes to the customer once the parcel has been handed to the courier (Aramex).

However, this does not affect your statutory rights under South African law.

9. INCORRECT OR DAMAGED DELIVERY

If your parcel arrives damaged or incorrect:

  • You must notify us within 48–72 hours of delivery
  • Supporting photos may be required

We will then assess and, where applicable under CPA guidelines, offer:

  • Replacement
  • Repair
  • Refund

10. FORCE MAJEURE

We are not liable for failure or delay in performance caused by events beyond our reasonable control, including:

  • Natural disasters
  • Strikes or labour disputes
  • Courier network failures
  • Government restrictions or disruptions

11. CUSTOMER SUPPORT

For shipping queries or tracking assistance:

Email: leveluphomes2026@gmail.com
Business Name: Levelup Homes
Courier: Aramex Store to Door