SHIPPING POLICY

A legal disclaimer

We reserve the right to modify, suspend, or cancel any orders, including due to incorrect pricing, inventory discrepancies, or other errors. In such cases, we will notify the customer and issue a refund if payment has already been processed.
All shipping timelines and costs are estimates, and we make no guarantees regarding exact delivery times. Shipping charges are non-refundable unless the order is canceled or returned in accordance with our return policy.

By placing an order with us, you agree to these terms and conditions. If you have any questions, please contact our customer support team at [customer service contact information].

Shipping Policy - the basics

1. Shipping Methods and Delivery Times

We offer various shipping options to ensure your order arrives in a timely manner. Delivery times may vary depending on the shipping method selected, the destination, and external factors (e.g., weather, public holidays, carrier delays).
Standard shipping typically takes 2-3 business days, while expedited options are available for faster delivery at additional costs. Please refer to the shipping section at checkout for estimated delivery times.

2. Shipping Costs

Shipping fees are calculated based on the shipping method, delivery address, and the total weight of the order. You will be provided with a final shipping cost before completing your purchase during checkout.

3. Order Processing

All orders are processed within 2 business days, excluding weekends and holidays. Orders placed after 12PM will be processed the following business day.
If an item is unavailable or out of stock, we will notify you as soon as possible, and you will have the option to either wait for restocking, choose an alternative product, or cancel the order for a full refund.

4. Order Tracking

Once your order has shipped, you will receive a tracking number to monitor your shipment's progress. You can use this tracking number on the carrier’s website to check the status of your delivery.

5. Lost or Damaged Goods

We take great care in ensuring your order is packed securely. However, if your order is lost or damaged during transit, please contact us immediately at info@troyactive.co.za. We will work with the carrier to resolve the issue and ensure your order is either replaced or refunded.
Claims for damaged or missing goods must be submitted within 5 days of receiving your order.

6. Address Accuracy

It is the responsibility of the customer to provide accurate and complete shipping information. We are not liable for delays or non-delivery resulting from incorrect address information. Please double-check your shipping details before finalizing your order.

7. Shipping Delays

While we strive to meet estimated delivery times, shipping delays may occur due to factors beyond our control, such as carrier delays, weather, or customs processing. We are not responsible for any such delays.

8. Return Shipping Costs

In the event of a return or exchange, the customer is responsible for return shipping costs unless the product is defective, incorrect, or damaged. Please refer to our Return Policy for further information.