Shipping Policy
This policy applies to physical goods only. Count, Build and Transport are software subscriptions — nothing is shipped. This policy covers orders placed through a merchant storefront on Sell, or a purchase arranged through Shake.
1. Who actually ships your order
LEVIER provides the platform. We do not hold stock and we do not ship goods. The merchant or seller you bought from is the supplier, and is responsible for packing, dispatching and delivering your order.
This policy sets the minimum standards every merchant on our platforms must meet and explains your rights. Individual merchants may offer better terms — faster delivery, free shipping thresholds, specific courier choices — and will publish those on their own storefront. Where a merchant’s published terms are more generous, those apply.
2. Where we deliver
- South Africa — nationwide delivery to street addresses in all nine provinces.
- Outlying and rural areas — reachable, but often at a surcharge and with a longer transit time. Any surcharge must be shown at checkout before you pay.
- Cross-border — only where a merchant explicitly offers it. Import duties, VAT and clearing costs in the destination country are the buyer’s responsibility unless stated otherwise.
- PO Boxes — not available. Couriers require a physical street address and a person to sign.
3. Timeframes
Delivery time is processing time plus transit time. Processing is how long the merchant takes to pick, pack and hand over to the courier.
| Type of goods | Processing | Transit (main centres) | Transit (regional / rural) |
|---|---|---|---|
| Small parcels and accessories | 1–2 business days | 2–4 business days | 3–7 business days |
| Bulky items (gym equipment, machinery parts) | 2–5 business days | 3–7 business days | 5–12 business days |
| Freight and heavy equipment (agricultural machinery) | By arrangement | 7–21 business days | By arrangement |
| Made-to-order or custom-built items | Quoted per order | As above once built | As above once built |
These are estimates, not guarantees. Business days exclude weekends and South African public holidays. Orders placed after 12:00, or on a weekend or public holiday, are processed the next business day.
4. Heavy and freight items
Agricultural machinery on Shake and larger equipment on Sell storefronts move by freight rather than parcel courier. For these:
- Delivery is normally kerbside — to the entrance of the property, not inside a building or up stairs, unless you have paid for that separately.
- You are responsible for having suitable offloading equipment and labour available, or for arranging it in advance with the seller. A forklift or tail-lift may be needed.
- The carrier will normally call ahead to arrange a delivery window. Someone must be present to receive and sign.
- Access constraints — narrow roads, low bridges, soft ground, weight limits — must be disclosed at order time. Failed deliveries caused by undisclosed access problems may be charged to you.
- Some items may be collected ex-works by arrangement, often at a saving.
5. Shipping costs
- Shipping cost is calculated at checkout based on weight, dimensions, destination and service level, and is shown to you before you pay.
- Freight items are often quoted individually because cost depends on route and offloading. Where that applies, the listing will say so.
- Merchants may offer free delivery above a threshold. That is the merchant’s offer, not ours.
- No merchant may add an undisclosed shipping charge after you have paid. If that happens, tell us.
6. Tracking and delivery
- You will receive a confirmation when your order is placed, and a tracking number when it is dispatched.
- Deliveries take place during business hours and require a signature. The courier will normally attempt delivery twice.
- If nobody is available, the goods may be returned to a depot for collection. Repeated failed deliveries caused by the buyer may incur a re-delivery fee.
- Ownership and risk in the goods pass to you on delivery, not when you pay.
7. Check your delivery — this matters
Inspect goods before signing, and especially for freight items:
- If packaging is visibly damaged, note it on the delivery note before you sign, and photograph it.
- If damage is severe, you may refuse the delivery.
- Report visible damage or a shortage to the merchant within 3 business days of delivery, with photographs.
- Signing a clean delivery note for goods that were visibly damaged makes a transit-damage claim considerably harder.
This does not affect your right to return defective goods under the Consumer Protection Act — see the Returns & Refunds Policy.
8. Delays and your rights
If no delivery date was agreed, the Consumer Protection Act requires delivery within a reasonable time. If the merchant fails to deliver on the agreed date or within a reasonable time, you may:
- Agree a new delivery date with the merchant; or
- Cancel the order and receive a full refund, including any shipping you paid.
Delays caused by events outside anyone’s control — weather, strikes, road closures, load-shedding affecting depots, customs — do not entitle you to compensation beyond a refund, but the merchant must keep you informed.
9. Lost or missing orders
If tracking shows no movement for 7 business days, or the order is marked delivered but you did not receive it, contact the merchant. They must investigate with the courier and, where the goods cannot be located, either resend or refund you in full. The merchant carries the risk of loss in transit — not you.
10. If the merchant does not respond
Contact the merchant first — they hold your order. If you get no response within 5 business days, email admin@levier.co.za with your order number and what has happened. We cannot deliver the goods ourselves, but we can escalate with the merchant, provide order records, and where a merchant repeatedly fails to meet these standards, remove them from the platform.