Shipping & Delivery

MARKETPLACE SHIPPING & DELIVERY RULES

These mandatory rules define the minimum service levels and operational standards that all Sellers on the eHustle platform must adhere to. They are designed to ensure consistency, compliance with the Consumer Protection Act (CPA), and a positive customer experience.

1. Fulfillment Modes, Responsibilities, and Timelines

The Seller is solely responsible for packaging, shipping, and ensuring the delivery of the goods to the Buyer. Sellers must offer the Buyer the choice between the Deliver (courier) and Collect (self-collection) fulfillment modes.

Requirement	Rule & Standard
Fulfillment Mode	Sellers must offer Deliver (via the Platform’s integrated courier) and Collect (self-collection, if applicable).
Processing Time	All paid orders must be processed and handed over to the courier (for Deliveries) or made available for collection (for Collect) within a maximum of 2 business days from the time the order is placed.
Delivery Timeframe	Standard Delivery: Must not exceed 3-7 business days (after handover to courier). Sellers must communicate if their products require longer lead times (e.g., custom, made-to-order).
Delivery Tracking	The Seller must provide a valid tracking number and the name of the courier service within 1 business day of dispatching the order. This information must be updated on the Platform.
Packaging Standards	Goods must be packaged securely and appropriately to withstand standard transit conditions (e.g., proper cushioning, durable outer packaging, and clear labeling). Fragile items must be marked clearly
Documentation	All shipments must include the necessary documentation (e.g., packing slip) but must not include promotional material or competitor branding.

2. Fulfillment Modes and Cost Responsibility

The Platform uses a trusted 3rd party courier company integrated into the checkout process to manage all shipping logistics.

2.1. Deliver Mode (Buyer Pays Shipping)

1. Cost Calculation: The shipping cost is automatically calculated by the integrated
courier system based on the Seller’s provided product weight/dimensions and the
Buyer’s delivery address.
2. Cost Responsibility: The shipping fee calculated by the Platform’s integrated courier is
paid for by the Buyer at checkout when they select the “Deliver” option.
3. Seller Action: The Seller is responsible for ensuring the accurate product weight and
dimensions are listed on the Platform to enable correct cost calculation.

2.2. Collect Mode (Buyer Collects)

1. Cost: This fulfillment option must be offered free of charge to the Buyer.
2. Arrangement: The Seller is responsible for arranging a secure and mutually convenient
collection point and time with the Buyer.

2.3. Promotional Free Shipping

Sellers are strongly encouraged to offer Free Shipping on orders above a defined promotional
threshold (e.g., R500 or R1000). If this promotional Free Shipping is offered, the Seller is
responsible for covering the cost charged by the integrated courier.

3. Delivery Area

Sellers must commit to delivering to all major metropolitan areas and defined regional areas within South Africa. Any restrictions to delivery areas (e.g., no P.O. Box deliveries) must be clearly stated on the Seller’s profile and product listings.

4. Risk, Liability, and CPA Compliance

4.1. Risk During Transit

In terms of the CPA, the Seller (as the supplier) bears the risk of loss or damage during the
delivery process until the goods are successfully delivered to the Buyer.
● If goods are lost or damaged in transit, the Seller must immediately inform the Buyer and
offer a full refund or replacement at the Buyer’s choice.
● The Seller is responsible for lodging claims with their courier/insurer. The Buyer must not
be penalized or delayed due to internal claim processes.

4.2. Delivery Attempts

Sellers must ensure that their chosen courier attempts delivery at least twice. If delivery fails
after two attempts due to the Buyer’s non-availability, the Seller may charge a reasonable fee for the subsequent collection and redelivery, provided this is communicated upfront.

4.3. Inspection upon Delivery

In line with the CPA, the Buyer has the right to inspect the goods upon delivery. If the Buyer
finds the goods to be defective, damaged, or incorrect at the time of delivery, they have the right
to refuse the delivery.
● If the delivery is refused for valid reasons (defective/damaged/wrong item), the cost and
risk of the return rest entirely with the Seller.

5. Communication and Non-Compliance

5.1. Proactive Communication

The Seller must proactively communicate any unavoidable delays (e.g., stock shortages,
national holidays, unforeseen logistical issues) to the Buyer immediately.

5.2. Non-Compliance

Failure to adhere to these Shipping Rules, particularly repeated late fulfillment or poor
packaging leading to damage, will result in penalties up to and including:
● Temporary suspension of the Seller’s listings.
● The Seller being placed under a mandatory, expedited fulfillment profile.
● Permanent removal from the marketplace platform