Shipping policy
SHIPPING POLICY (SOUTH AFRICA – PUDO DELIVERY)
Last updated: 24 February 2026
Thank you for shopping with On The Shelf.
We ship nationwide in South Africa using PUDO courier services.
Delivery method and speed depend on the shipping option selected at checkout.
1. Order Processing
Orders are processed within 1–3 business days (Monday–Friday, excluding public holidays).
- Orders after 13:00 process the next business day
- Weekend & public holiday orders process the following business day
- Promotional periods may extend processing to up to 5 business days
Once shipped, you will receive a tracking notification via email/SMS.
2. Shipping Options & Delivery Times
PUDO Locker → Locker — R80
Estimated delivery: 2–4 business days after dispatch
Collect your parcel from the selected PUDO locker using the SMS PIN sent to your phone.
PUDO Locker → Kiosk — R90
Estimated delivery: 2–4 business days after dispatch
Collect your parcel from a staffed PUDO collection point/kiosk during their operating hours.
PUDO Locker → Door — R110
Estimated delivery: 2–5 business days after dispatch
Courier delivers to your address.
Not available for:
- Farms
- Plots
- Rural areas
- Townships
Public buildings (e.g. hospitals, government buildings)
If an address falls into these categories, the parcel may be redirected to the nearest locker or kiosk.
Express Delivery — R150
Estimated delivery: 1–2 business days after dispatch (major areas only)
For urgent orders.
Delays may occur outside major city centres.
Delivery timeframe = Processing time + Courier transit time
3. Collecting Locker & Kiosk Parcels
You will receive an SMS containing your collection PIN and location details.
Parcels must be collected within the courier’s allowed timeframe (typically 36–48 hours).
Uncollected parcels are automatically returned to us.
Re-shipping fees will apply.
4. Customer Responsibilities
Customers must ensure:
- Correct mobile phone number is provided
- Correct locker/kiosk is selected
- Address is accurate for door delivery
- Parcel is collected in time
We cannot change delivery details once shipped.
5. Failed Delivery / Returned Parcels
If a parcel is returned due to:
- Not collected in time
- Incorrect phone number
- Invalid address
- Restricted delivery area
The customer is responsible for the re-delivery cost.
6. Damaged, Missing or Incorrect Orders
Notify us within 48 hours of receiving/collecting your parcel
📧 Email: tracy@tracyodendaal.com
Include:
- Order number
- Photos of packaging and product
We will arrange replacement, repair, or refund where applicable.
7. Delivery Delays
Delivery may be affected by:
- Locker capacity
- High courier volumes
- Weather conditions
- Load shedding
- Public holidays
We will assist in resolving courier issues but cannot guarantee exact delivery dates.
8. Free Shipping Threshold
We offer free delivery on orders over R650 within South Africa.
Free shipping applies to all PUDO delivery options (Locker → Locker, Locker → Kiosk, and Locker → Door)
Express delivery is excluded and will always be charged
The free shipping threshold is calculated after discounts and excluding gift cards
We reserve the right to withdraw or amend this promotion at any time
9. Consumer Protection Notice
In accordance with South African consumer law:
- Goods will be delivered within a reasonable time
- If we cannot fulfil delivery, you may request a refund
- Responsibility transfers once the parcel is delivered to the selected locker, kiosk, or address
10. Contact Us
📧 Email: tracy@tracyodendaal.com
📍 Based in South Africa