Shipping policy

SHIPPING POLICY

1. Introduction

This Shipping Policy (“Policy”) outlines the terms and conditions regarding the shipment of orders placed on Pro-Stage.co.za (“the Site”). Throughout this Policy, “Pro-Stage,” “we,” “us,” or “our” refers to Pro-Stage (Pro-Stage (Pty) Ltd), and “you” or “your” refers to you as the customer. By making a purchase with us, you agree to the terms of this Policy.

2. Shipping Within South Africa Only

We ship orders exclusively within the Republic of South Africa. We do not currently support international shipping. Orders placed with a delivery address outside of South Africa will be cancelled and refunded in full.

3. Stock and Order Processing

  • In-Stock Items: For products that are in stock at our facility, please allow 2–4 business days for order processing, after which we will hand the parcel over to our courier partners.
  • Out-of-Stock or Supplier-Ordered Items: Some items may be out of stock and need to be ordered from our suppliers. In such instances, we will inform you promptly. Only after we receive these items from our suppliers can we finalize and ship your order. This may result in longer handling times. We appreciate your patience and will keep you updated on any significant delays.

Note: “Business days” refer to Mondays through Fridays, excluding South African public holidays. We do not process or ship orders on Saturdays, Sundays, or public holidays.

4. Couriers and Weekend Operations

We use BobGo, which partners with multiple courier companies (e.g., The Courier Guy, Dawn Wing, Fastway, Courier IT, etc.). Please note that:

  • Couriers generally do not operate on weekends (Saturdays and Sundays) or on public holidays.
  • Orders completed or received over a weekend or holiday will only be processed from the next business day.

5. Shipping Rates and Calculations

  • Real-Time Quotes: Shipping fees are calculated at checkout based on your location, the weight/dimensions of the products, and courier rates. The rate shown at checkout is the final amount that will be charged for shipping (unless additional surcharges are required for oversized/heavy or remote area deliveries). If not available, a flatrate wil be charged at R105 incl VAT for shipping.
  • Additional Fees for Large/Heavy Items: Oversized or heavy items may incur additional shipping or freight charges due to their dimensions and weight. We will notify you if your order is subject to any special surcharges not calculated automatically at checkout.

6. Delivery Timeframes

  • Transit Estimates: After your order is processed (2–4 business days), typical delivery times range between 1–5 business days depending on your location. Major urban areas usually see quicker transit times (1–3 business days), while remote or outlying areas may take 3–5 business days or more.
  • No Weekend Deliveries: Couriers do not deliver on weekends or public holidays, so any estimated transit times exclude these days.
  • Delays: All delivery timeframes are estimates, not guarantees. We are not responsible for courier delays caused by volume surges, technical or logistical issues, adverse weather, or any other circumstances beyond our control.

7. Shipment Tracking

Once your order is dispatched to the courier:

  1. We will provide a tracking link or tracking number by email.
  2. You can monitor delivery progress via the courier’s platform.
  3. If you do not receive a tracking number or link within one business day of dispatch notification, please contact us so we can assist.

8. Transfer of Risk and Liability

  • Risk Transfer at Dispatch: Ownership and risk of loss transfer to you once the package is handed over to the courier. Pro-Stage is not liable for any transit-related loss, damage, or delay once the shipment is in the courier’s possession.
  • No Automatic Shipping Insurance: We do not provide additional shipping insurance. If you wish to insure your shipment, please contact us before dispatch to discuss potential insurance options at extra cost (if available through the chosen courier partner).

9. Incorrect Address or Customer Unavailability

  • Address Accuracy: You are responsible for providing a complete and accurate shipping address (including street number, suburb, city, postal code, and contact phone number). Pro-Stage cannot be held responsible for any delays or additional charges resulting from an incorrect or incomplete address.
  • Redelivery Fees: If a delivery fails due to an incorrect address or repeated recipient unavailability, it may be returned to us or held at the courier’s depot. You may be liable for additional shipping fees for redelivery, or we may refund you (excluding the initial shipping fee) at our discretion.

10. Acceptance of Delivery

  • Inspection Upon Receipt: Please inspect your parcel upon arrival. If the package appears damaged or tampered with, either refuse delivery or note the issue with the delivery agent before signing.
  • Reporting Issues: Contact us within 24 hours if you discover damage, missing items, or suspect tampering. We will assist you in filing a claim with the courier, but please note that ultimate compensation depends on the courier’s investigation and liability limits.

11. Delays, Damages, and Loss in Transit

  • Courier Delays: We are not responsible for any courier delays once the shipment leaves our facility. Estimated delivery times are provided as guidelines only.
  • Damaged or Lost Shipments: In the rare event your parcel is damaged or lost in transit, we will help you lodge a claim with the courier. However, as Pro-Stage does not provide additional insurance and is not the party transporting the goods, we cannot guarantee a refund or replacement unless and until the courier confirms liability and provides compensation.

12. Large or Restricted Items

  • Hazardous or Illegal Items: We do not ship any prohibited or illegal content. Orders containing such items will be cancelled.
  • Oversized Equipment: Stage equipment or similarly large items might require special handling or longer transit times. We will communicate any specifics regarding delivery for large items once your order is placed.

13. Liability Limitation

  • No Liability for Indirect Damages: To the fullest extent permitted by law, Pro-Stage will not be liable for indirect, incidental, or consequential damages, including but not limited to loss of income or business due to late delivery, product loss, or courier errors.
  • Disputes and Resolution: Should a dispute arise regarding shipping or delivery, you agree to first contact us directly so we can attempt to resolve the issue in good faith. If unresolved, any claims or proceedings will be governed by our [Terms and Conditions] and the laws of South Africa.

14. Policy Updates

Pro-Stage may update or modify this Shipping Policy at any time without prior notice. Changes become effective upon posting to our Site. We encourage you to review this Policy periodically for any updates. Your continued use of our Site constitutes acceptance of any revised terms.

15. Contact Us

For questions, concerns, or assistance with shipping:

  • Email: sales@pro-stage.co.za
  • Address: 26 Fornebu Street, Highveld, Centurion, 0157, South Africa
  • Attention: Shipping Department

We appreciate your trust and thank you for shopping at Pro-Stage. We will do our best to ensure you have a smooth and satisfactory delivery experience under these terms.