🚚 Delivery Policy

🌍 1. Delivery Coverage

1.1 Areas We Deliver To

Best Catch delivers nationwide across South Africa, including:

• Major Cities: Johannesburg, Pretoria, Cape Town, Durban, Port Elizabeth, Bloemfontein
• Towns & Suburbs: Most urban and suburban areas
• Remote Areas: Selected remote locations (subject to courier availability)

1.2 Delivery Zones

Zone	Delivery Time	Delivery Fee
Major Cities	Same day / Next day	R80 - R150
Suburbs	1-2 business days	R100 - R200
Regional Towns	2-3 business days	R150 - R300
Remote Areas	3-5 business days	R200 - R500

⏰ 2. Delivery Timeframes

2.1 Fresh Seafood

• Same-Day Delivery: Order before 10:00 AM - delivery by 6:00 PM (selected areas)
• Next-Day Delivery: Order anytime - delivery next business day (most urban areas)
• Standard Delivery: 1-3 business days (nationwide)

2.2 Frozen Seafood

• Express Delivery: 1-2 business days (major cities)
• Standard Delivery: 2-4 business days (nationwide)

2.3 Clothing & Merchandise

• Standard Delivery: 3-5 business days (nationwide)
• No special temperature control required

❄️ 3. Temperature-Controlled Delivery

3.1 Fresh Seafood Packaging

• Insulated cooler boxes with ice packs
• Temperature monitoring: Maintained at 0-4°C throughout transit
• Vacuum-sealed packaging: Prevents contamination and odor
• Food-grade materials: All packaging is food-safe

3.2 Frozen Seafood Packaging

• Dry ice or gel packs: Keeps products frozen
• Triple-insulated boxes: Extended cold retention
• Temperature monitoring: Maintained at -18°C or below
• Sealed packaging: Prevents thawing during transit

3.3 Upon Delivery

💰 4. Delivery Costs

4.1 Factors Affecting Cost

• Distance: Calculated from seller location to your address
• Delivery speed: Express delivery costs more
• Package weight: Heavier orders may incur additional fees
• Special handling: Temperature-controlled delivery adds to cost

4.2 Free Delivery

Enjoy free delivery when:

• Orders over R500: Free standard delivery (major cities)
• Orders over R1000: Free standard delivery (nationwide)
• Promotional periods: Watch for free delivery specials

4.3 Delivery Fee Breakdown

• Base fee: Covers courier and logistics
• Temperature control fee: Covers ice packs, insulated boxes
• Distance surcharge: For remote locations
• Express surcharge: For same-day or next-day delivery

📍 5. Delivery Address Requirements

5.1 Address Details Needed

Please provide complete and accurate information:

• Street address: Full street name and number
• Complex/Building name: If applicable
• Unit/Apartment number: If applicable
• Suburb/Town: Correct suburb name
• City: Full city name
• Postal code: Correct 4-digit code
• Province: Correct province
• Contact number: Active mobile number
• Special instructions: Gate codes, access details, landmarks

5.2 Address Verification

• Our system verifies addresses using Google Maps
• If your address cannot be verified, you'll be contacted
• For security estates, provide gate access details

🚛 6. Delivery Process

6.1 Order Tracking

• Order confirmation: Immediate email/SMS after order placement
• Preparation notification: When seller starts preparing your order
• Dispatch notification: When order leaves seller's location
• Out for delivery: On the day of delivery (with estimated time)
• Delivered confirmation: Once delivery is complete

6.2 Real-Time Tracking

• Track your order in real-time via "My Orders" page
• Some couriers offer live GPS tracking
• Receive SMS updates with tracking links

🏠 7. Delivery Options

7.1 Home Delivery

• Standard option: Delivered to your door
• Contactless delivery: Available on request
• Signature required: For high-value orders
• Leave at door: Available if you select this option

7.2 Office/Work Delivery

• Delivery to office addresses accepted
• Provide recipient name and contact number
• Ensure someone is available to receive (perishable products)

7.3 Collection Points (Coming Soon)

• Collect from selected partner locations
• Temperature-controlled storage available
• Extended collection hours

❌ 8. Failed Deliveries

8.1 Reasons for Failed Delivery

• No one home: No one available to receive delivery
• Incorrect address: Address provided was wrong or incomplete
• Access denied: Unable to access complex/estate
• Refused delivery: Customer refused to accept order
• Contact failure: Unable to reach customer via phone

8.2 What Happens Next

• First attempt: Courier will try to contact you and reattempt delivery
• Second attempt: Redelivery scheduled for next business day (may incur fee)
• Third attempt: Order returned to seller, refund policy applies
• Redelivery fee: R50-R100 may apply for additional delivery attempts

📱 9. Delivery Communication

9.1 Before Delivery

• Email notifications: Sent to your registered email
• SMS updates: Sent to your mobile number
• WhatsApp (optional): Opt-in for WhatsApp updates
• In-app notifications: Push notifications if you have the app

9.2 On Delivery Day

• Morning update: Confirmation that delivery is scheduled
• Driver contact: Driver may call when nearby (30 mins before arrival)
• Arrival notification: When driver arrives at your location

🛡️ 10. Delivery Issues & Resolutions

10.1 Common Issues

Issue	Resolution
Delayed delivery	Contact support for status update; compensation may apply
Damaged product	Take photos, report within 24 hours, full refund or replacement
Missing items	Report immediately, missing items refunded or reshipped
Wrong address	Contact support ASAP; redelivery fee may apply
Not fresh	Take photos, report within 24 hours, full refund

10.2 How to Report Issues

1. Take photos: Document the issue with clear photos
2. Email support: support@bestcatch.co.za with order number and photos
3. Response time: We respond within 24 hours
4. Resolution: Refund, replacement, or compensation offered

🌦️ 11. Weather & Unforeseen Circumstances

11.1 Severe Weather

• Deliveries may be delayed during storms, floods, or extreme weather
• You'll be notified of delays and new estimated delivery time
• Safety of drivers and products is prioritized

11.2 Load Shedding

• Orders are kept in backup cold storage during load shedding
• Deliveries may be rescheduled if load shedding affects route planning
• Product freshness is maintained throughout

11.3 Public Holidays

• No deliveries on public holidays (unless pre-arranged)
• Orders placed before holidays are delivered before or after the holiday
• Delivery timelines extended during holiday periods

📦 12. Packaging & Sustainability

12.1 Eco-Friendly Packaging

• Recyclable cooler boxes: Can be reused or recycled
• Biodegradable ice packs: Safe to dispose of
• Minimal plastic: We minimize single-use plastic
• Reusable containers: Some sellers use returnable containers

12.2 Packaging Return Program (Coming Soon)

• Return cooler boxes and ice packs for credit
• Earn R20-R50 per returned package
• Reduce waste and support sustainability