Shipping policy

1. Delivery Area

CareGlow™ currently delivers orders within South Africa.

Orders are delivered using RANEX Store-to-Door courier services or another suitable delivery provider selected by CareGlow™.

2. Estimated Delivery Time

Our estimated delivery timeframe is:

10–15 business days

Your order may arrive earlier depending on your location, courier capacity and other circumstances affecting delivery.

The 10–15 business day period is an estimated delivery timeframe, unless a different delivery period has been expressly agreed with you.

Delivery times may vary depending on:

  • Your delivery address;
  • Public holidays;
  • Weekends;
  • Courier operating conditions;
  • Remote-area deliveries;
  • High-volume periods;
  • Weather conditions;
  • Road closures or disruptions;
  • Incorrect or incomplete delivery information; and
  • Other circumstances outside CareGlow™'s reasonable control.

3. Courier Delays

CareGlow™ uses third-party courier services to deliver your order.

Once your order has been handed over to the courier, delivery is dependent on the courier's delivery network and operating conditions.

CareGlow™ cannot guarantee a specific delivery date where the delay is caused by circumstances outside our reasonable control, including courier delays, severe weather, natural disasters, strikes, road closures, public emergencies, or other events beyond our reasonable control.

However, this does not mean that CareGlow™ excludes or limits any consumer rights that cannot legally be excluded under South African law.

If a delivery becomes materially delayed beyond the applicable agreed delivery period, please contact us so that we can investigate the shipment and assist you with the appropriate next steps.

4. Order Processing

Orders are generally processed after payment has been successfully received.

Once your order has been processed and handed to the courier, you may receive tracking information where tracking is available.

Please ensure that your:

  • Full name;
  • Delivery address;
  • Postal code;
  • Contact number; and
  • Other required delivery information

are correct when placing your order.

5. Incorrect Delivery Information

CareGlow™ is not responsible for delivery problems caused by an incorrect or incomplete address, telephone number or other delivery information supplied by the customer.

If an order is returned to us because the customer supplied incorrect or incomplete delivery information, we may contact the customer to arrange a further delivery.

Any additional delivery costs arising from incorrect information supplied by the customer may be charged to the customer to the extent permitted by applicable law.

6. Missed Deliveries

If the courier attempts delivery and nobody is available to receive the parcel, the courier may attempt delivery again or follow its standard procedures for undelivered parcels.

Please make reasonable arrangements to be available to receive your order or to provide the courier with appropriate delivery instructions.

If an order is returned to CareGlow™ after repeated unsuccessful delivery attempts, we will contact you regarding the available options.

7. Tracking

Where tracking is available, CareGlow™ may provide tracking information once the order has been dispatched.

Courier tracking information is supplied by the relevant delivery provider and may take some time to update after the parcel has been collected.

8. Damaged Packages

If your package appears visibly damaged when delivered, we recommend taking photographs of the packaging and product and contacting CareGlow™ as soon as reasonably possible.

Please keep the packaging until the matter has been resolved.

This does not remove any statutory rights you may have concerning damaged, defective or incorrectly supplied goods.

9. Lost or Significantly Delayed Orders

If you believe your order has been lost or has experienced an unusually long delay, please contact us.

We may request:

  • Your order number;
  • Delivery address;
  • Contact details; and
  • Any tracking information provided to you.

We will investigate the shipment with the relevant courier where appropriate.

CareGlow™ will take reasonable steps to assist customers with delivery issues, but we cannot guarantee courier delivery times or control the courier's internal operations.

10. Delivery Delays Beyond Our Reasonable Control

CareGlow™ will not be responsible for delays caused by circumstances that are genuinely outside our reasonable control, including but not limited to:

  • Courier network disruptions;
  • Severe weather;
  • Floods;
  • Fires;
  • Natural disasters;
  • Strikes;
  • Road closures;
  • Civil emergencies;
  • Public emergencies;
  • Unforeseen transport disruptions;
  • Incorrect customer delivery information; or
  • Other events beyond our reasonable control.

Nothing in this section is intended to exclude or limit a consumer right or remedy that cannot legally be excluded under South African law.

11. Important Consumer Rights

CareGlow™ complies with applicable South African consumer-protection legislation.

For online transactions, ECTA section 46 provides that a supplier must execute an order within 15 Days, unless the parties have agreed otherwise. Where an agreed delivery period is not met, the consumer may have a right to cancel the agreement with the required notice.

Accordingly, our advertised 10–15 business day estimated delivery period should not be interpreted as allowing CareGlow™ to indefinitely delay an order.

Where a statutory right applies, that right will take precedence over this Shipping Policy.

The Consumer Protection Act also contains rules concerning delivery and the risk associated with goods before delivery.

12. Delivery Address

We currently deliver to addresses within South Africa that are serviceable by our courier network.

Certain remote or difficult-to-access locations may require additional delivery arrangements or may experience longer delivery times.

If the courier cannot service a particular location, CareGlow™ will contact the customer where reasonably possible to arrange an appropriate solution.

13. Contact Us

If you have a question about your order or delivery, please contact:

CareGlow™
Email: careglow.co.za@gmail.com
WhatsApp: 0662029084
South Africa

Please include your order number when contacting us about an existing order.