Shipping & Delivery
Effective Date: 30 September 2026
Last Updated: 4 October 2026
1. Introduction
SUSTA (Pty) Ltd (“SUSTA”, “we”, “us” or “our”) supplies products through our website to customers in accordance with applicable South African law.
This Shipping & Delivery Policy explains how orders are processed and delivered, including delivery arrangements, delivery charges, estimated delivery timeframes, customer responsibilities and what to do if there is a delivery problem.
This policy should be read together with SUSTA’s Website Terms & Conditions and Refunds, Returns & Consumer Rights Policy.
SUSTA will provide the applicable delivery options, charges and estimated delivery information available for an order before or during checkout, as applicable.
Where a specific delivery arrangement or timeframe is agreed with a customer, SUSTA will deliver in accordance with that arrangement. If a material delay occurs, SUSTA will communicate the delay and any relevant information to the customer where reasonably practicable.
2. Order Processing
Orders are placed through the SUSTA website and are subject to acceptance and availability.
After you place an order, SUSTA will provide an electronic acknowledgement or confirmation of the order, as applicable.
An order will only be processed for delivery once payment has been successfully received or otherwise authorised through the applicable payment method.
SUSTA will process accepted orders within a reasonable time, subject to product availability, payment processing, delivery arrangements and circumstances beyond SUSTA’s reasonable control.
Where SUSTA is unable to fulfil an accepted order, SUSTA will communicate the relevant information to the customer and provide any remedy required by applicable law.
Unless otherwise stated or agreed, delivery timeframes will run from the date the order is accepted and payment has been successfully received or authorised, subject to the applicable processing and delivery arrangements.
3. Delivery Areas
SUSTA will deliver orders to locations within the delivery areas made available through the SUSTA website.
Delivery availability may depend on the destination, courier coverage, product availability, applicable delivery restrictions and other operational factors.
The delivery options available for a particular order will be shown during the ordering or checkout process, where applicable.
SUSTA may decline or restrict delivery to locations where delivery cannot reasonably be provided or where applicable legal, safety or operational restrictions apply.
If SUSTA is unable to deliver to the address provided for an accepted order, SUSTA will communicate this to the customer and provide any remedy required by applicable law.
4. Delivery Charges
Delivery charges, where applicable, will be displayed to the customer before the order is completed.
The applicable delivery charge may depend on factors such as the delivery destination, order size, delivery method and other relevant factors.
Any delivery charge applicable to an order will be included in the amount payable by the customer before the order is placed.
SUSTA will not add a delivery charge after an order has been placed unless the customer agrees to the additional charge or the charge is otherwise permitted by applicable law.
5. Delivery Timeframes
Delivery timeframes will depend on the delivery destination, delivery method, product availability, payment processing and other relevant circumstances.
An estimated delivery timeframe will be provided to the customer where applicable before or during checkout.
Unless a specific delivery date or timeframe has been agreed with the customer, SUSTA will deliver within a reasonable time, taking into account the circumstances of the order and the applicable delivery arrangements.
Delivery timeframes are estimates unless a specific delivery date or timeframe has been expressly agreed with the customer.
Delays may occur due to circumstances beyond SUSTA’s reasonable control, including courier delays, adverse weather, transport disruptions, service interruptions or other unforeseen events. Where a material delay occurs, SUSTA will communicate the relevant information to the customer where reasonably practicable.
SUSTA will execute accepted orders within the period required by applicable law or within any other period agreed with the customer.
Nothing in this policy limits any rights or remedies available to a consumer under applicable law.
6. Delivery Responsibilities
SUSTA is responsible for arranging delivery of accepted orders to the delivery address provided by the customer, subject to the applicable delivery arrangements.
The customer is responsible for providing complete and accurate delivery information, including the recipient’s name, delivery address and contact details.
SUSTA is not responsible for delays or failed delivery to the extent directly caused by incorrect, incomplete or inaccessible delivery information provided by the customer, except where SUSTA remains responsible under applicable law.
If a delivery cannot be completed because the customer or an authorised recipient is unavailable, the delivery may be handled in accordance with the applicable courier or delivery service arrangements.
7. Delivery Issues, Damaged or Missing Parcels
If an order is not delivered within the applicable delivery timeframe, or if a customer receives a package that appears damaged, tampered with or incomplete, the customer should contact SUSTA as soon as reasonably practicable using the contact details provided on the website.
SUSTA will investigate reported delivery issues and liaise with the applicable delivery or courier service where necessary.
Where an order is lost, damaged or otherwise not delivered as agreed, SUSTA will provide the remedy required by applicable law and the circumstances of the matter.
Customers should retain the packaging and any relevant delivery documentation where reasonably possible, particularly where damage or tampering is reported.
Nothing in this section limits any rights or remedies available to a consumer under applicable law.
8. Returns, Refunds and Consumer Rights
Returns, refunds, exchanges and other consumer remedies are dealt with in SUSTA’s Refunds, Returns & Consumer Rights Policy.
Customers should refer to that policy for information about applicable return rights, refund processes, defective or damaged products and other consumer remedies.
Nothing in this Shipping & Delivery Policy limits or excludes any right or remedy available to a consumer under the Consumer Protection Act 68 of 2008 or other applicable law.
9. Delivery Address Changes
Customers should ensure that the delivery address and contact details provided when placing an order are complete and accurate.
If a customer requests a change to the delivery address after an order has been placed, SUSTA will consider the request where reasonably practicable.
A delivery address change may not be possible once an order has been dispatched or where the applicable delivery service does not permit the change.
Any additional delivery charge resulting from a customer-requested change may be charged only where the customer has been informed of and has agreed to the additional charge, or where the charge is otherwise permitted by applicable law.
SUSTA will not change the agreed delivery address without the customer’s authorisation, except where necessary to comply with applicable law or the requirements of the delivery service.
10. Failed or Undeliverable Orders
If an order cannot be delivered because the delivery address is incorrect, incomplete, inaccessible or otherwise unsuitable for delivery, SUSTA or the applicable delivery service may contact the customer to arrange a suitable delivery solution where reasonably practicable.
If an order is returned to SUSTA because delivery could not be completed, SUSTA will contact the customer where reasonably practicable to determine the appropriate next steps.
Any additional delivery arrangements or charges resulting from circumstances attributable to the customer will be handled in accordance with applicable law. SUSTA will inform the customer of any proposed additional charge and obtain the customer’s agreement where required by law before proceeding.
Nothing in this section limits any rights or remedies available to a consumer under applicable law.
11. Delivery Restrictions
Certain products, destinations or delivery methods may be subject to legal, safety, transport or courier restrictions.
Where a product cannot lawfully or reasonably be delivered to a particular destination, SUSTA may restrict or decline the delivery of that product.
If a restriction affects an accepted order, SUSTA will communicate the relevant information to the customer and provide any remedy required by applicable law.
SUSTA will not knowingly arrange delivery in circumstances where doing so would breach an applicable legal or safety requirement.
12. Delivery and Risk
SUSTA will arrange delivery of accepted orders in accordance with the applicable delivery arrangements.
SUSTA will remain responsible for the order during delivery to the extent required by applicable law.
Nothing in this policy transfers or limits any responsibility or liability that applicable law places on SUSTA in relation to delivery, loss, damage or non-delivery of goods.
Customers should report any delivery problem to SUSTA as soon as reasonably practicable so that the matter can be investigated and addressed.
13. International Deliveries
SUSTA may offer delivery outside the Republic of South Africa where this option is made available through the SUSTA website.
International delivery may be subject to additional delivery charges, customs requirements, import duties, taxes, permits, restrictions and other requirements imposed by the destination country.
Unless otherwise stated or required by applicable law, the customer is responsible for complying with applicable import requirements and paying any import duties, taxes or charges imposed on the customer by the destination country. SUSTA remains responsible for any obligations that applicable law places on it.
SUSTA may restrict or decline international delivery where the applicable product, destination or delivery arrangement is subject to legal, safety, customs or other restrictions.
Where international delivery is not available for an order, the available delivery options will be communicated to the customer before the order is completed, where applicable.
14. Order Tracking
Where tracking is available for an order, SUSTA may provide the customer with tracking information or a tracking reference after the order has been dispatched.
Tracking information may be provided by SUSTA or by the applicable delivery service.
Customers should use the tracking information provided to monitor the progress of their delivery and should contact SUSTA if the tracking information indicates a delivery problem or if the order has not been received within the applicable delivery timeframe.
Tracking information is provided for delivery support and does not limit any rights or remedies available to a consumer under applicable law.
15. Courier and Delivery Service Providers
SUSTA may use independent courier, postal or other delivery service providers to deliver orders.
SUSTA may provide relevant order and delivery information to the applicable delivery service where reasonably necessary to arrange and complete delivery, in accordance with SUSTA’s Privacy Policy / POPIA.
The use of a third-party delivery service does not limit or transfer any responsibility that SUSTA has to the customer under applicable law.
Delivery arrangements may vary depending on the delivery destination, service availability and other operational requirements.
16. Delivery Acceptance and Inspection
Customers should, where reasonably possible, inspect the outer packaging of an order when it is delivered.
If a package appears damaged, opened, tampered with or incomplete, the customer should notify SUSTA as soon as reasonably practicable and retain the packaging and relevant delivery information where possible.
A customer may exercise any applicable right to examine, accept, reject, return or otherwise deal with goods in accordance with the Consumer Protection Act and other applicable law.
Nothing in this section limits or excludes any statutory right or remedy available to a consumer.
Failure to inspect a delivery or report a delivery issue immediately does not, by itself, exclude or limit any statutory right or remedy available to the consumer.
17. Collection / Pickup
Unless expressly offered as an available delivery option on the SUSTA website, SUSTA does not offer customer collection or pickup of orders.
Where collection or pickup is made available for a particular order, SUSTA will provide the customer with the applicable collection arrangements, location, timeframe and any other relevant requirements before the order is collected.
Customers collecting an order must follow the applicable collection instructions provided by SUSTA.
18. Contact and Delivery Support
Customers may contact SUSTA regarding delivery enquiries, delivery delays, tracking information, damaged or missing parcels, address changes or other delivery-related matters.
When contacting SUSTA about an order, customers should provide their order number and any information reasonably necessary to assist SUSTA in identifying and investigating the matter.
SUSTA will provide reasonable assistance and, where necessary, communicate with the applicable delivery service to investigate and resolve delivery-related issues.
For contact details and other ways to communicate with SUSTA, please refer to the Contact Us page on the SUSTA website.
19. Policy Updates
SUSTA may update this Shipping & Delivery Policy from time to time where reasonably necessary, including where there are changes to SUSTA’s delivery arrangements, services, technology or applicable legal requirements.
The version of this policy in effect when an order is placed will generally apply to that order, subject to applicable law and any rights or obligations that arose before the policy was updated.
20. Governing Law
This Shipping & Delivery Policy is governed by the laws of the Republic of South Africa.
Any matter arising from or relating to the delivery of an order will be subject to the applicable laws of South Africa, including applicable consumer protection and electronic commerce legislation.
Nothing in this policy limits or excludes any mandatory right, protection or remedy available to a consumer under applicable South African law.