Shipping policy

SHIPPING POLICY — CARTLY ONLINE

We are proud to offer 100% Free Tracked Shipping Nationwide across South Africa. Our goal is to bring you excellent value and service, ensuring your package is monitored from our fulfillment networks straight to your doorstep.

1. SHIPPING DESTINATIONS & RATES
• Coverage: We deliver to all physical addresses across South Africa, including all main centers (Johannesburg, Pretoria, Cape Town, Durban, Port Elizabeth, Bloemfontein) as well as regional and outlying towns.
• Cost: Free Shipping is automatically applied to all orders at checkout. There are no hidden delivery surcharges or threshold requirements.
• Exclusions: We do not ship to P.O. Boxes or private postal bags. A valid physical home or office address must be provided during checkout.

2. PROCESSING TIMES
• All orders are audited and processed within 1 to 3 business days after payment confirmation.
• If we experience a high volume of orders, or if a specific high-demand variant is placed on limited backorder, processing times may be extended slightly. We will contact you immediately via email if a significant processing delay occurs.

3. TRANSIT TIMES & TRACKING
• Delivery Estimates: Because we optimize shipping routes directly from global supply networks to provide free shipping, our standard estimated delivery window is 7 to 14 business days. 
• Tracking Numbers: Once your package is collected by our delivery network, a tracking confirmation email will be generated automatically. You can monitor your shipment's dynamic milestones directly from our store tracking portal.

4. COURIER HANDLING & DELIVERY
• Deliveries are conducted door-to-door during standard business hours (Monday to Friday, 8:00 AM to 5:00 PM). 
• If you are not present at the specified address during the delivery attempt, our local delivery courier partners will make a secondary attempt or contact you directly via the phone number provided at checkout to arrange an alternative time slot.

5. LOST OR DAMAGED PARCELS
• If your package arrives structurally damaged or broken during transit, take clear photographic evidence immediately and contact our helpdesk at support@cartlyonline.co.za within 48 hours of receipt.
• In the rare event that a package is logged as lost in transit by our courier network, Cartly Online will process a full replacement shipment or issue a store credit at zero extra expense to you.