This Policy explains how we handle processing, shipping and delivery for online orders placed on https://karusa.co.za.
- Delivery Areas
• We currently deliver to most major towns and cities in South Africa via courier.
• We do not deliver to P.O. Boxes.
• Deliveries to farms, remote/rural areas and high-risk zones may take longer or require special arrangements. We will contact you if necessary.
If you are outside South Africa and wish to purchase, contact us at info@karusa.co.za to discuss options. International deliveries, if agreed, will not follow the standard terms below.
- Processing Times
• Orders are typically processed and dispatched within 3–5 working days of receiving cleared payment.
• We do not ship on weekends or public holidays.
• During peak seasons (harvest, festive periods, big promotions) processing may be slower. We’ll do what we can, but delays are possible.
- Delivery Times
Once handed to the courier, typical delivery times are:
• Major centres (e.g. Cape Town, Johannesburg, Pretoria, Durban, Bloemfontein, Port Elizabeth, George): 2–4 working days.
• Outlying / remote areas: 3–7 working days, depending on courier routes.
These are estimates. Delivery delays can and do occur due to courier capacity, weather, strikes or other factors outside our control.
- Shipping Rates & Free Shipping Threshold
• Standard delivery charges are calculated at checkout based on your delivery address and order size.
• Free standard shipping within South Africa is available to:
o Orders of R1 500 or more per order where this benefit applies (e.g. qualifying Karusa Membership or promotional offers). The Website will clearly indicate when free shipping is in effect.
• Where no promotion/membership applies, standard courier fees will be charged according to our then-current rates.
Shipping fees are non-refundable, except where we delivered incorrect or defective goods.
- Order Tracking
• Once your order has been dispatched, you will receive a Shipment Confirmation email (and/or SMS/WhatsApp) containing your tracking number and courier details.
• Tracking information is generally active within 24 hours of dispatch.
- Risk & Delivery
• We pack all products with care to minimise breakage.
• Risk passes to you when:
o The parcel is delivered to the address you supplied, and
o The courier records delivery (including to a gate, reception or nominated person if that is standard for the address).
We are not responsible for theft or damage after successful delivery to your nominated address.
- Failed Deliveries & Incorrect Details
You are responsible for providing accurate delivery details.
If a delivery fails due to:
• Incorrect or incomplete address,
• No one available to receive the parcel after reasonable attempts,
• Refusal to accept the parcel without valid reason,
then:
• The parcel may be returned to us.
• We may charge an additional re-delivery fee before reshipping.
• If we agree to cancel the order instead, we may deduct original shipping and any return costs from the refund.
- Damaged Parcels
If your order arrives with obvious damage (wet boxes, broken glass, visibly crushed packaging): - If possible, note the damage with the courier on delivery.
- Take clear photos of the outer box, inner packaging and damaged bottles.
- Contact us within 48 hours at info@karusa.co.za with:
o Order number
o Photos
o Description of the damage.
We’ll assess and, where appropriate, replace the damaged items or issue a refund/credit.
- International Shipping (If Offered)
If we agree to ship outside South Africa:
• All customs duties, taxes, import fees and clearance charges are for your account.
• Once the parcel leaves South Africa, it may be non-returnable and non-refundable due to export and import regulations, unless we agree otherwise in writing.
• We strongly recommend shipping insurance for international orders containing glass.
- Contact – Shipping & Delivery
For delivery queries:
• Email: info@karusa.co.za
• Phone: +27 (0)44 272 8717
• Subject: Delivery Query – [Order Number]