Shipping policy
At FreshSmart, we are committed to delivering fresh, high-quality meats and products right to your doorstep. Please review our shipping policy below to ensure you have the best experience when ordering from us.
1. Shipping Areas
We currently offer shipping within South Africa. Unfortunately, we do not offer international shipping at this time. If you are unsure whether we deliver to your area, please contact us for confirmation. Please note fresh meat products and live animal sales are only delivered to Roshnee,Vereeniging Lenasia and Johannesburg, subject to availability. Please confirm delivery days to these areas before placing your order.
2. Processing Time
Orders are typically processed within 2-4 business days. Orders placed on weekends or holidays will be processed the following business day. You will receive an email with tracking information once your order has been shipped.
3. Shipping Methods
We offer various shipping options to ensure your order arrives promptly and safely. Available shipping methods may include:
- Standard Shipping: R200 (10kg-15kg max weight )
- Local Delivery: Within a 30km radius from FreshSmart (Min Order of R200)
For perishable products, we will take the utmost care to ensure your items are packaged appropriately to maintain freshness.
4. Packaging
To ensure your order arrives in the best condition, we use insulated packaging and dry ice or gel packs as needed for perishable products. We take every precaution to ensure your meats remain fresh during transit. However, once the products leave our shop, we cannot guarantee the condition of the items during the shipping process. If you receive an order that appears compromised, please contact us immediately.
5. Shipping Costs
The final shipping cost will be displayed at checkout before you complete your purchase. We may offer promotional discounts or free shipping during certain events or for orders above a specific amount. Please check our website for any current offers.
6. Delivery Times
Delivery times vary based on the shipping method selected and your location. For standard delivery, most orders will arrive within 2-4 business days. Please note that shipping delays may occur due to weather, holidays, or other circumstances outside of our control. Once your order is shipped, you will receive a tracking number to monitor its progress.
7. Order Tracking
Once your order has shipped, we will send you a tracking number via email. You can use this tracking number to monitor the status of your order and estimate its delivery time.
8. Shipping Restrictions
- Weather Delays: During extreme weather conditions (e.g., heatwaves or storms), shipments may be delayed to ensure the safety and freshness of your order.
- Address Issues: Please ensure that the shipping address you provide is accurate. We cannot be held responsible for delays or issues caused by incorrect or incomplete address information. If there is an issue with your shipping address, please contact us as soon as possible.
9. Refunds and Lost Packages
We strive to ensure your order arrives safely and on time. However, if your package is lost or delayed, please contact us, and we will work with the carrier to resolve the issue. If there is a problem with your order upon arrival (e.g., items are damaged or spoiled), please reach out to us within 24 hours so we can address the situation.
10. Returns and Exchanges
Due to the perishable nature of our products, we do not accept returns or exchanges once your order has shipped. If there are any issues with your order (such as missing items or incorrect products), please contact us immediately so we can provide a resolution.
11. Customer Support
If you have any questions about your order or shipping details, feel free to contact our customer support team at:
FreshSmart
081 043 7931
We’re here to help and ensure that your shopping experience with us is smooth and enjoyable!
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