Shipping policy

Shipping Policy

At NorthTail, we strive to deliver your order as quickly and safely as possible. This Shipping Policy forms part of our Terms & Conditions and is governed by the laws of South Africa, including the Consumer Protection Act 68 of 2008 ("CPA").

1. Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully received and verified.

Orders are not processed, packed or dispatched on weekends or South African public holidays.

During promotional periods, peak seasons or unforeseen circumstances, processing times may be extended.

2. Delivery Time

Once your order has been dispatched, estimated delivery is:

8–11 business days

Delivery timeframes are estimates only and are not guaranteed.

Actual delivery times may vary depending on your location, courier operations, weather conditions, public holidays and other circumstances beyond our reasonable control.

3. Courier Partner

NorthTail ships orders using Aramex Store-to-Door.

Once your order has been dispatched, you will receive tracking information (where available) so you can monitor your delivery.

4. Delivery Delays

While we make every reasonable effort to ensure your order arrives within the estimated delivery timeframe, delays may occasionally occur.

To the fullest extent permitted by South African law, NorthTail shall not be liable for delivery delays caused by circumstances beyond our reasonable control, including but not limited to:

  • Courier operational delays;
  • High shipping volumes;
  • Severe weather conditions;
  • Natural disasters;
  • Public holidays;
  • Industrial action or strikes;
  • Civil unrest;
  • Government restrictions or actions;
  • Incorrect or incomplete delivery information supplied by the customer; or
  • Any other event beyond NorthTail's reasonable control.

Nothing in this policy limits or excludes any rights that consumers have under applicable South African law.

5. Delivery Address

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

If incorrect or incomplete delivery information is supplied:

  • NorthTail shall not be responsible for delays or failed deliveries resulting from the incorrect information.
  • Any additional courier or re-delivery fees may be charged to the customer where permitted by law.

6. Failed Deliveries

If a delivery cannot be completed due to:

  • An incorrect delivery address;
  • The recipient being unavailable (where a signature is required); or
  • The parcel being unclaimed,

the parcel may be returned to NorthTail.

Any additional shipping costs incurred to resend the parcel may be payable by the customer unless otherwise required by law.

7. Risk of Loss

Risk in the goods passes to the customer upon delivery to the delivery address provided during checkout, as contemplated by applicable South African law.

If your parcel arrives visibly damaged, you should notify NorthTail within 48 hours of delivery and provide photographs of:

  • The parcel;
  • The shipping label; and
  • The damaged product.

This allows us to investigate the matter with the courier as quickly as possible.

8. Tracking Orders

Customers are responsible for monitoring their shipment using the tracking information provided after dispatch.

If you believe your parcel has been lost or significantly delayed, please contact us and we will assist in liaising with Aramex.

9. Shipping Charges

Shipping costs are displayed during checkout before payment is completed.

Shipping fees are generally non-refundable unless otherwise required under South African law or where NorthTail has made an error.