Delivery & Shipping Policy

1. Where we deliver

1.1 We deliver physical goods to street addresses throughout all nine provinces of South Africa. We do not deliver to Post Office boxes.

1.2 Cross-border and export deliveries are considered on request and quoted individually, including any duties and clearing costs.

1.3 Digital goods, including software licences and activation keys, are delivered by email anywhere.

2. Lead times

2.1 Each quotation states the expected lead time for that specific order. As a general guide:

2.2 Transit times are business days and exclude weekends and public holidays. Outlying and rural areas may add 1 to 3 working days.

2.3 Preparation time starts when payment is confirmed, not when the order is placed. EFT payments are confirmed once funds reflect in our account.

2.4 Lead times are estimates given in good faith. Where a delay arises, we notify you as soon as we know, with a revised date. If a revised date does not work for you, you may cancel and receive a full refund.

3. Delivery fees

3.1 Delivery is quoted per order according to weight, dimensions and destination, and appears as a separate line on your quotation and invoice. Indicative bands:

3.2 Free delivery to main centres applies to orders over R5 000 in invoice value, excluding bulky freight.

3.3 Collection is free by prior arrangement during office hours. We will confirm the collection point and a reference number by email.

3.4 Orders may be split into more than one delivery where items have different lead times. You are not charged twice for delivery where we choose to split an order.

4. Tracking and receiving your order

4.1 We email you a waybill or tracking number as soon as your order is dispatched, together with the courier’s contact details.

4.2 Someone aged 18 or over must be present at the delivery address to receive and sign for the goods. Please give us a contact number the courier can reach on the day.

4.3 Couriers deliver between 08:00 and 17:00 on working days and cannot guarantee a specific hour.

4.4 If a delivery is attempted and nobody is available, the courier will usually attempt again the next working day. Repeated failed attempts caused by nobody being available may attract a re-delivery fee, which we will disclose before charging.

4.5 Please inspect your parcel before signing. If the packaging is visibly damaged, note this on the waybill and photograph it.

5. Damaged, missing or incorrect deliveries

5.1 Report visible damage, a shortage, or an incorrect item within 48 hours of delivery to info@matmos.co.za, with photographs of the item, the packaging and the waybill.

5.2 We lodge the claim with the courier and, at your election, replace the goods or refund you in full. Both the return collection and the replacement delivery are at our cost. You are not asked to wait for the courier claim to conclude before we make it right.

5.3 If a parcel is marked delivered but you have not received it, tell us within 7 days. We will trace it with the courier and keep you updated until it is resolved.

5.4 Where an incorrect delivery address was supplied to us, we will help recover the parcel, but a further delivery fee may be payable.

5.5 Risk in the goods passes to you on delivery to the address you gave us, or on collection. Until then it remains with us.

6. Digital delivery of software and licences

6.1 Licence keys, download links and activation instructions are emailed to the address on your order once payment is confirmed.

6.2 Please check your spam or quarantine folder before reporting non-delivery. If the email has not arrived within one working day, contact us and we will resend it.

6.3 Once a key has been issued or redeemed it cannot be returned for a change of mind. Where a key cannot be activated for a reason attributable to us or the vendor, we replace it or refund you in full.

7. Delivery of services

7.1 Where the engagement is a service rather than a product, “delivery” means handover of the agreed deliverables — the launched website, the deployed software, the written report or the training session — together with credentials and documentation.

7.2 Timelines for services are set out in the accepted quotation and in our process, and assume timely feedback and approvals from you.

8. Circumstances beyond our control

8.1 Delivery may be affected by events outside our reasonable control, including courier disruption, national strikes, civil unrest, severe weather, sustained interruption of the electricity supply, road closures and supplier failures.

8.2 In those circumstances we will keep you informed, take reasonable steps to find an alternative, and where the delay is unacceptable to you, offer a full refund.

Related policies

This policy should be read together with our terms of service, refund and cancellation policy, delivery and shipping policy, privacy policy and published pricing structure.

Contact us about this policy

Questions, complaints or requests relating to this policy should be sent to info@matmos.co.za. We acknowledge all written queries within two working days.