Delivery Policy
Processing Time
All orders must be processed and dispatched by vendors within 2-3 business days of order confirmation. Processing time begins from the moment payment is confirmed and excludes weekends and public holidays. Vendors are responsible for ensuring orders are packed securely and handed over to the designated courier service within this timeframe.
Standard Delivery Timeframes
Delivery times are calculated from the date of dispatch and vary by location:
Major Metro Areas (Johannesburg, Cape Town, Durban, Pretoria): 3-5 business days
Regional Areas (Other cities and large towns): 5-7 business days
Remote Areas (Rural and outlying regions): 7-10 business days
These timeframes are estimates and may vary due to factors beyond our control, including weather conditions, courier delays, and customs processing for certain items.
Expedited Delivery Options
For customers requiring faster delivery:
Express Delivery: 2-3 business days from dispatch (available for selected products at an additional fee)
Same-Day/Next-Day Delivery: Available in select metro areas where specified on product pages
Expedited delivery availability depends on the vendor's location, product type, and customer's delivery address.
Delivery Process
Upon successful order placement, customers will receive:
Order Confirmation: Immediate email confirmation with order details and estimated delivery date
Dispatch Notification: Email within 24 hours of dispatch containing tracking information
Tracking Updates: Real-time tracking through the platform or courier website
Delivery Notification: SMS or email confirmation upon successful delivery
The courier will attempt delivery to the address provided during checkout. If the recipient is unavailable, the courier will leave a notification card with instructions for collection or arranging re-delivery.
Delivery Charges
Delivery fees are calculated automatically during checkout based on:
Product weight and dimensions
Delivery location and distance
Selected delivery speed (standard or express)
Free delivery may be offered on orders exceeding a specified threshold amount, as advertised on the platform. Delivery charges are clearly displayed before final checkout confirmation.
Delivery Address
Customers are responsible for providing accurate and complete delivery addresses. This includes:
Street address, building name/number, and unit number
Suburb or area name
City and postal code
Contact telephone number
Any special delivery instructions (e.g., gate codes, access requirements)
DIY Connect and vendors are not responsible for failed or delayed deliveries resulting from incorrect or incomplete address information provided by the customer.
Delivery Attempts
Couriers will make up to two delivery attempts:
If the first delivery attempt fails, the courier will leave a notification and attempt delivery again the next business day
If the second attempt fails, the package will be held at the courier's local depot for collection
Customers will have 5 business days to collect the package before it is returned to the vendor
Collection requires proof of identity matching the order details
Tracking Your Order
Customers can track their orders through:
The DIY Connect platform under "My Orders"
The tracking link provided in the dispatch email
The courier company's website using the tracking number provided
Tracking information is updated in real-time, though there may be occasional delays in status updates during transit.
Delivery Issues
Delays
While we strive to meet delivery timeframes, delays may occur due to:
Extreme weather conditions
Natural disasters
Public holidays and courier service disruptions
Strikes or industrial action
High-volume periods (e.g., Black Friday, festive season)
Customs delays for certain products
Customers will be notified of any significant delays as soon as we become aware of them.
Incorrect Address
Delivery delays or failures caused by incorrect address information provided by the customer are not the responsibility of DIY Connect or the vendor. Address correction fees charged by couriers may be passed on to the customer.
Lost or Stolen Packages
If a package is marked as delivered but not received:
Customers should check with neighbors or building security
Contact the courier directly within 24 hours
File a claim through the DIY Connect support center
DIY Connect will investigate with the courier and vendor. If the package is confirmed lost, a replacement or refund will be issued.
Damaged Packages
Customers must inspect packages upon delivery. If damage is visible:
Do not accept the delivery or note the damage on the delivery receipt
Take photographs of the damaged packaging
Report the damage to DIY Connect within 48 hours through your account dashboard
DIY Connect will arrange for return collection and issue a replacement or refund once damage is verified.
International Delivery
Currently, DIY Connect delivers within South Africa only. International shipping is not available at this time but may be introduced in the future.
Signature Requirements
Some high-value items may require signature upon delivery for security purposes. The courier will not leave these packages unattended and will require the recipient or an authorized person to sign for the delivery.
Safe Drop-Off
For standard deliveries, couriers may leave packages in a safe location if the recipient is unavailable and the area is secure. Customers can specify safe drop-off instructions during checkout. DIY Connect is not responsible for packages left in safe locations as per customer instructions.
Public Holidays
Orders placed on or immediately before public holidays may experience extended processing and delivery times. Customers will be notified of any expected delays during the checkout process.
Contact for Delivery Queries
For questions or issues regarding delivery:
Log in to your DIY Connect account and visit the "My Orders" section
Use the in-platform messaging system to contact the vendor or support team
Email our customer support team at the address provided on the website
Check the FAQ section for common delivery questions
We aim to respond to all delivery queries within 24 hours during business days.