Tele® Neck Pickup Cover (Nickel)

This Shipping & Delivery Policy explains how we handle dispatch, delivery, tracking, customs, and claims for orders placed on our website.

1) Processing & Dispatch

• Order processing time: We aim to dispatch within 1–2 business days (Mon–Fri, excluding public holidays, South Africa time).
• Cut-off time: Orders received after 13:00 SAST may be processed the next business day.
• Out-of-stock / pre-orders: If an item is out of stock or on pre-order, we’ll email an updated ETA or offer alternatives/refund options.
• Address accuracy: Please ensure your delivery details are complete and correct. We’re not liable for delays or losses caused by incomplete/incorrect addresses.

2) Delivery Services & Regions

A. South Africa (Domestic) — PuDo

• Method: PuDo locker-to-locker and PuDo courier (door-to-door) where available.
• Typical transit time: 2–5 business days, depending on destination and service selected.
• Tracking: A tracking link/SMS will be sent when your order ships.
• Locker collections: You’ll receive pickup details and a collection window from PuDo. Uncollected parcels return to us and re-delivery fees may apply.
• Authority to Leave (ATL): If you permit ATL at checkout (door deliveries), risk transfers upon courier scan at your premises.

B. United Kingdom & United States — FedEx International

• Method: FedEx International (priority or economy, chosen at checkout or optimised by us).
• Typical transit time: 5–10 business days, excluding customs clearance time.
• Tracking: A FedEx tracking number will be provided on dispatch.
• No P.O. Boxes: FedEx requires a physical address and recipient contact number.
• Failed delivery / re-delivery: If FedEx cannot deliver after reasonable attempts, the shipment may be returned or held. Re-delivery/return charges may apply.

Note on other destinations: We can often ship worldwide on request. Contact us for a quote.

3) Duties, Taxes & Customs (International Orders)

• Incoterms: Unless expressly stated otherwise, shipments to the UK/US are sent DAP (Delivered At Place)/DDU.
• Importer of record: The customer/recipient is the importer of record and responsible for all VAT, customs duties, brokerage and handling fees assessed by local authorities or FedEx.
• Customs delays: Customs inspections can extend delivery times; these are outside our control.
• Refusal to pay charges: If charges are refused and the parcel is returned or abandoned, we may deduct all carrier and handling costs from any refund.

4) Shipping Fees & Surcharges

• Rates: Calculated at checkout based on destination, weight/volumetric weight, and service.
• Remote areas: Couriers may apply remote/extended area surcharges. We’ll notify you if additional fees apply before dispatch.
• Re-delivery / return-to-sender fees: If a parcel is returned due to incorrect address, failure to collect, or refusal, actual courier fees may be chargeable before re-shipping or deducted from a refund.

5) Packaging & Restricted Items

• Protective packaging: Parts are packed to minimise transit damage.
• Magnetised materials: Certain magnets/pickup components may be subject to air transport restrictions. We package and declare in line with applicable courier/IATA rules; where a service cannot carry an item, we’ll suggest alternatives or refund.
• Prohibited goods: We cannot ship items prohibited by carrier or destination law/regulation.

6) Risk of Loss & Title

• Transfer of risk: Risk passes to you upon delivery scan at your address/locker, or signature/OTP release, as applicable.
• Title: Title to goods transfers upon receipt of full payment and dispatch.

7) Tracking, Delivery Issues & Claims

• Tracking updates: Use your tracking link for real-time status. Please allow up to 24 hours after dispatch for scans to appear.
• If your parcel is late: Check tracking first, then contact the courier and/or us with your order number.
• Visible damage on delivery: Please note the damage with the courier/locker interface (if possible), photograph the packaging and contents immediately, and contact us within 48 hours.
• Concealed damage / missing items: Report within 7 days of delivery with photos of packaging and contents.
• Lost shipments: If tracking shows no movement for an unreasonable period or the courier confirms loss, we’ll lodge a claim. Resolution depends on the courier’s investigation.
• Claims window: You must notify us within 7 days of delivery (or expected delivery for non-delivery) so we can meet carrier claim deadlines. Late claims may not be accepted by carriers.

8) Insurance

• Optional shipping insurance may be available at checkout for higher-value orders. If declined, compensation is limited to the courier’s standard liability, which may be below the order value.
• Exclusions: Couriers often exclude coverage for improper installation, wear-and-tear, or where packaging is discarded before evidence is recorded.

9) Split Shipments & Partial Fulfilment

• We may split an order into multiple parcels for safety or logistics. You’ll receive separate tracking numbers.
• Back-ordered items may ship later at no extra domestic cost; international split shipping may incur additional charges (we’ll confirm first).

10) Delivery Instructions & Access

• Gate codes, access notes, safe place: Provide clear notes at checkout. We’ll pass reasonable instructions to the courier, but compliance is not guaranteed.
• Signature requirements: Some shipments may require a signature or OTP for release. If no one is available, redelivery or pickup may be required.

11) Non-Delivery, Returns to Sender & Refusals

• Undeliverable parcels (wrong/incomplete address, not collected from locker, customs fees unpaid, refused delivery) may be returned to us.
• On return, we can re-ship (after payment of re-shipping and any carrier return fees) or refund the item price minusall courier costs incurred. Original shipping is non-refundable unless due to our error.

12) Force Majeure

• We aren’t liable for delays or failures caused by events beyond our reasonable control (e.g., severe weather, strikes, disasters, public emergencies, customs actions, carrier network issues).

13) Contact (Shipping Support)

• Email: [insert support email]
• Phone/WhatsApp: [insert number]
• Hours: Mon–Fri, 09:00–17:00 SAST (excluding public holidays)

Country-Specific Snapshot (Quick Reference)

South Africa (PuDo):

• Services: Locker-to-locker; courier door delivery where available.
• ETA: 2–5 business days.
• ATL optional (door). Locker collection within the provided time window.

United Kingdom (FedEx):

• Services: FedEx International.
• ETA: 5–10 business days (+ customs).
• Duties/VAT/fees payable by recipient (DAP). No P.O. Boxes.

United States (FedEx):

• Services: FedEx International.
• ETA: 5–10 business days (+ customs).
• Duties/taxes/fees payable by recipient (DAP). No P.O. Boxes.