Shipping policy

TrueNeed Shipping Policy

At TrueNeed, we aim to provide reliable delivery services throughout South Africa. Please review our shipping terms before placing an order.

1. Delivery Timeframes

Our estimated delivery timeframe is 8–11 business days from order confirmation.

  • Business days exclude weekends and South African public holidays.

  • Delivery times are estimates and are not guaranteed.

  • Remote or outlying areas may experience longer delivery times.

  • Customers will be informed of significant delays where reasonably possible.

2. Shipping Provider

TrueNeed uses Aramex Store-to-Door for deliveries within South Africa.

Once an order has been dispatched, customers will receive tracking information where available.

Orders can be tracked through the official Aramex website:

https://storetodoor.aramex.co.za

3. Shipping Delays

While TrueNeed makes reasonable efforts to meet estimated delivery timeframes, delays may occur due to circumstances beyond our reasonable control, including:

  • Courier operational delays.

  • Severe weather conditions.

  • Public holidays or transport disruptions.

  • Unforeseen logistical difficulties.

  • Incorrect or incomplete delivery information.

To the extent permitted by South African law, TrueNeed will not be liable for indirect or consequential losses resulting from delays beyond our reasonable control.

However, customers retain all statutory rights relating to delayed or unfulfilled orders, including applicable cancellation and refund rights.

4. Incorrect Delivery Information

Customers are responsible for providing accurate and complete delivery details during checkout.

TrueNeed is not responsible for additional costs or delays directly caused by incorrect information supplied by customers, except where applicable law provides otherwise.

Additional delivery charges arising from customer-provided errors may be payable by the customer, where lawful and communicated in advance.

5. Failed Delivery Attempts

Customers should ensure that someone is available to receive their parcel at the delivery address.

If delivery is unsuccessful, Aramex may arrange another delivery attempt according to its procedures.

Additional charges caused by repeated unsuccessful delivery attempts attributable to the customer may apply, where legally permitted.

6. Lost or Damaged Parcels

If an order is lost or damaged during delivery, customers should contact TrueNeed promptly.

TrueNeed will investigate the matter with the courier and provide an appropriate resolution in accordance with South African consumer protection legislation.

Customers will not automatically be held responsible for parcels lost or damaged before legally effective delivery.

7. Delayed or Unfulfilled Orders

If TrueNeed cannot fulfil an order within the applicable agreed period, customers will be informed where reasonably possible.

Under Section 46 of the Electronic Communications and Transactions Act 25 of 2002, suppliers are required to execute orders within 30 days after receiving an order, unless the parties have agreed otherwise.

Where TrueNeed fails to execute an order within the applicable agreed period, customers may exercise their statutory cancellation rights, including cancellation on seven days' written notice where provided for under the Act.

Where goods are unavailable, TrueNeed will notify the customer and provide any refund required by applicable South African law.