1. About this Policy
This Delivery and Shipping Policy explains how TAPDX Tags handles delivery charges, dispatch, courier services, delivery addresses, tracking, delays, damaged or missing parcels, Ready-to-Order delivery and the separate delivery process used for Custom and Bulk orders.
Different TAPDX order types follow different fulfilment processes. Ready-to-Order products ordinarily have delivery charged as part of checkout, while Custom and Bulk orders may require the final delivery charge to be determined later, once the completed order has been packed and its delivery requirements are known.
This Policy should be read together with the TAPDX Terms of Sale, Cancellation and Returns Policy, the payment, pricing and Store Credit rules and, where applicable, the Pre-Order Policy and Custom and Bulk Order Policy.
Nothing in this Policy removes a consumer right that applies by law.
2. Where TAPDX delivers
Delivery availability depends on the destination, order type, courier coverage and any delivery restrictions applicable to the particular order.
The availability of a checkout or delivery option does not mean that every address can necessarily be serviced on identical terms.
Certain destinations, including remote, outlying or special-service locations, may require additional delivery arrangements or charges.
Where TAPDX becomes aware that an additional charge is required for a particular location, TAPDX will contact the customer before dispatch. The additional amount will not simply be charged to the customer without confirmation.
If the customer does not wish to accept an additional delivery charge, TAPDX will discuss the available delivery options with the customer, subject to the status of the order, the applicable Cancellation and Returns Policy and any rights that apply by law.
3. Ready-to-Order delivery
Ready-to-Order products use the delivery options and delivery prices presented through the applicable TAPDX checkout process.
At the effective date of this Policy, standard Economy Delivery is R120 for qualifying Ready-to-Order orders that do not qualify for free Economy Delivery.
Under the current Ready-to-Order delivery offer, Economy Delivery is free where the qualifying Ready-to-Order merchandise subtotal is R1,000 or more before the delivery charge is added.
This free-delivery offer applies to the Ready-to-Order route unless TAPDX expressly states that another order type or campaign also qualifies.
TAPDX may introduce, amend, replace, suspend or end future delivery promotions or change future delivery charges and qualifying thresholds.
A future change to the delivery charge or free-delivery threshold will not change the delivery terms of an order already placed under an earlier applicable offer.
4. Free delivery is a commercial offer
Free delivery is a promotional or commercial delivery benefit and is not a permanent entitlement attached to every TAPDX purchase.
TAPDX may offer free delivery above a stated qualifying value, for a particular product or collection, during a campaign, for a defined period, at an activation or event, to a particular customer group, together with another promotional benefit, or under another clearly stated condition.
Where a specific free-delivery promotion has its own conditions, those conditions apply to that offer.
The fact that TAPDX offers free delivery under one promotion does not require TAPDX to continue the same threshold, route, service level or qualifying conditions indefinitely.
5. Custom and bulk delivery is handled separately
Custom and Bulk orders follow a different delivery process from ordinary Ready-to-Order purchases.
The product amount approved and paid for a Custom or Bulk order does not automatically include the final customer delivery charge unless TAPDX expressly states otherwise.
The final delivery requirements may not be known at the quotation stage because the completed order may first need to be produced, assembled, packed and measured.
For that reason, TAPDX may determine and invoice the customer delivery charge after the finished order has been packed and sufficient delivery information is available.
This structure allows the delivery charge to reflect the actual delivery requirements of the completed order rather than requiring TAPDX to guess a final delivery amount before the shipment exists.
6. The Custom and Bulk Delivery Invoice
Once a Custom or Bulk order is ready for the delivery stage, TAPDX may record the information reasonably required to arrange delivery, including the packed shipment, weight, dimensions, destination and available courier or logistics information.
TAPDX will then determine the amount payable by the customer for delivery and issue the applicable Delivery Invoice.
The Delivery Invoice is separate from the earlier product payment.
Unless TAPDX expressly agrees otherwise, the Custom or Bulk order will not be dispatched until the applicable Delivery Invoice has been paid.
Payment for the products therefore does not, by itself, mean that the later delivery charge has also been paid.
7. TAPDX sets the customer delivery charge
The amount TAPDX charges a customer for delivery is the TAPDX customer delivery charge.
It is not a promise to pass on, rand for rand, the amount charged to TAPDX by a courier, logistics provider or other service provider.
TAPDX may take into account the courier or logistics cost together with the commercial and operational requirements of providing the delivery service when setting the customer delivery amount.
The customer delivery charge may therefore differ from the amount invoiced to TAPDX by the underlying courier or logistics provider.
Where TAPDX states a delivery amount to the customer, the customer is responsible for the customer-facing amount that has been communicated and accepted as part of the applicable transaction.
Internal supplier, courier or margin information does not form part of the customer's delivery invoice unless TAPDX expressly chooses to disclose it.
8. One delivery address for a Custom or Bulk order
The standard TAPDX Custom and Bulk fulfilment process supports delivery of an order to one delivery address unless TAPDX expressly agrees to a different arrangement.
A customer who requires the same order to be divided and delivered to more than one address should raise that requirement with TAPDX before the delivery stage.
TAPDX is not required to divide an order into more than one delivery after the original order has been agreed.
Where TAPDX agrees to a customer-requested split delivery or additional delivery destination, additional courier, packaging, handling or related costs may apply.
Any such arrangement should be confirmed before the additional delivery is undertaken.
9. Delivery charges and promotional discounts
A product discount, referral saving, promotional credit, Store Credit or other promotional benefit does not automatically create free delivery unless the applicable offer specifically provides for it.
Delivery benefits and product-price benefits are separate unless the applicable promotion says that they work together.
Where a promotion permits more than one benefit to be combined, the relevant TAPDX offer and checkout rules will determine how those benefits are applied.
A discount applied to the product does not automatically require TAPDX to discount the courier or delivery service by the same amount.
10. Delivery time and production time are different
A product lead time, production period or preparation period is not necessarily the same thing as courier transit time.
For example, a Custom or Bulk order may first need to complete production before it can be packed, have its final delivery requirements established and be released for dispatch.
Similarly, a pre-order may have an expected availability period before the delivery stage begins.
Where TAPDX gives an estimated production, dispatch or delivery period, the estimate should be understood according to the stage it describes.
TAPDX will not deliberately describe a production estimate as though it were a guaranteed customer delivery date.
11. Estimated delivery dates
Courier transit times and estimated delivery dates are estimates unless TAPDX expressly confirms a date as a specific contractual commitment.
Delivery timing can be affected by matters such as courier operations, destination, service level, public holidays, peak periods, weather, road conditions, service interruptions, address problems and other circumstances that may be outside TAPDX's direct control.
TAPDX will use reasonable efforts to fulfil and dispatch orders within the applicable agreed or communicated period.
Where an unavoidable delay becomes known and materially affects fulfilment, TAPDX will communicate with the customer where reasonably possible.
Any cancellation or other right that arises because TAPDX has failed to perform within a period prescribed by applicable law remains unaffected.
12. Electronic orders and agreed fulfilment periods
Where a TAPDX electronic transaction is subject to statutory performance requirements, TAPDX will perform the order within the period agreed with the customer or otherwise within the period required by applicable law.
This is particularly important for order types where the customer and TAPDX have agreed a longer or more specific production or fulfilment period.
A Custom, Bulk or pre-order transaction may therefore have an agreed fulfilment period that differs from an ordinary Ready-to-Order order.
Where TAPDX is unable to supply an ordered product and applicable law requires notification, cancellation or repayment, TAPDX will deal with the transaction according to the legally applicable requirements.
13. Dispatch
An order is dispatched when TAPDX has released the parcel into the applicable delivery process.
Depending on the order type, dispatch may occur only after the applicable product payment has been confirmed, production or preparation has been completed, the order has been packed, any required delivery information has been captured, the applicable delivery charge has been paid, and the parcel has been handed to or booked with the courier or delivery provider.
The fact that an order is paid does not necessarily mean it has already been dispatched.
Similarly, the creation of a waybill or courier booking does not necessarily mean that the parcel has already physically moved through every stage of the courier network.
14. Tracking information
Where tracking information is available, TAPDX may provide the customer with the courier name, waybill or tracking reference, tracking link, dispatch date or other relevant delivery information.
Tracking information is generated or updated through the relevant courier or logistics process.
TAPDX does not control every scan, message or status generated by an external courier system and therefore cannot guarantee that every tracking event will appear immediately or in perfect order.
A temporary absence of a tracking update does not by itself establish that the parcel has been lost.
Where a tracking issue persists or there is reasonable evidence that the parcel has not progressed as expected, the customer may contact TAPDX for assistance.
15. Customer delivery information
The customer is responsible for providing complete and accurate delivery information.
This includes, where applicable, the recipient's name, contact number, street address, unit or building number, complex or estate information, suburb, city, province, postal code, and any delivery information reasonably required for the courier to locate the destination.
Customers should check the delivery details before completing an order or approving the relevant delivery information.
16. Changing a delivery address
If a customer notices an error or needs to request an address change, the customer should contact TAPDX as soon as possible.
TAPDX will attempt to make the change where reasonably possible, but cannot guarantee that an address can be changed once fulfilment, courier booking or dispatch has progressed beyond the point at which the change can practically be made.
A request for an address change is not effective merely because it was sent to TAPDX. TAPDX must be able to confirm and implement the change before the relevant delivery process becomes irreversible.
Where a customer-requested address change results in an additional courier, rerouting, redelivery or other delivery charge, that additional amount may be payable by the customer.
17. Incorrect customer-supplied addresses
Where TAPDX dispatches an order using the delivery details supplied or approved by the customer, TAPDX is not responsible for making those customer-supplied details accurate after dispatch.
If an incorrect or incomplete customer-supplied address results in failed delivery, courier rerouting, return to sender, redelivery, additional courier handling, or another additional delivery cost, the customer may be required to pay the reasonable additional cost before the parcel is sent again.
Where the customer supplied the correct address but TAPDX itself caused the addressing error, TAPDX will take responsibility for correcting that error.
19. Failed delivery, non-collection and refused delivery
A failed delivery attempt, non-collection or refusal to accept a properly dispatched parcel does not automatically cancel the underlying order.
Where a parcel is returned because the customer supplied incorrect delivery details, failed to collect it, repeatedly could not be reached, refused delivery without a separate valid cancellation right, or otherwise prevented completion of a properly arranged delivery, reasonable return-to-sender, redelivery or related courier charges may be payable by the customer.
If the customer has separately exercised a cancellation or return right that applies by law, the transaction will be dealt with under that right and the TAPDX Cancellation and Returns Policy rather than being treated merely as refused delivery.
20. Courier delays
TAPDX uses third-party courier and logistics providers to deliver physical orders.
A courier delay does not automatically mean that TAPDX has deliberately failed to fulfil the order.
Where a parcel has been properly dispatched and a courier delay occurs, TAPDX may work with the courier, provide available updates and assist the customer in resolving the delivery.
TAPDX does not guarantee the operational performance of an independent courier.
However, the use of a third-party courier does not remove any obligation that applicable law places on TAPDX as the supplier in relation to the customer transaction.
TAPDX will therefore not simply tell a customer to pursue the courier alone where the matter remains TAPDX's responsibility under the transaction.
21. Lost parcels
If a parcel appears to be lost before delivery has been completed, the customer should contact TAPDX.
TAPDX may investigate the tracking history, courier records, waybill information, delivery address and any other information reasonably required to establish what occurred.
Where the available evidence establishes that a parcel was lost while still within the delivery process for which TAPDX remains responsible, TAPDX will provide the appropriate resolution in accordance with the circumstances, the applicable order terms and any rights that apply by law.
The customer is not required to personally resolve a courier loss with TAPDX's courier before TAPDX will consider the matter.
22. Damaged parcels
If a parcel arrives visibly damaged, the customer should contact TAPDX as soon as reasonably possible after discovering the damage.
Prompt reporting is important because packaging and courier evidence can become more difficult to obtain with time.
Where reasonably possible, the customer should retain the product and its packaging while the matter is being assessed.
TAPDX may request photographs of the outer packaging, inner packaging and affected product, together with a description of the damage and the relevant order details.
These requests are intended to establish what occurred and, where appropriate, allow TAPDX to pursue the matter with the delivery provider.
A customer is not expected to prove the internal courier chain before reporting delivery damage.
The applicable Cancellation and Returns Policy will govern the product-resolution process.
23. Proof of delivery
Courier records, delivery scans, signatures, delivery photographs, recipient information, timestamps and similar information may be used as evidence when investigating whether and where a parcel was delivered.
A courier status reading “delivered” is relevant evidence but will not automatically be treated as conclusive where there is credible information suggesting that a genuine misdelivery occurred.
Similarly, a customer stating that a parcel was not received does not by itself establish that the courier record is incorrect.
TAPDX may consider the available evidence from both sides in determining what occurred.
24. Partial or split deliveries
TAPDX does not promise to divide a single order into more than one delivery unless the applicable order or arrangement specifically provides for it.
Where TAPDX reasonably needs to split an order for fulfilment purposes, TAPDX will communicate the position where the split materially affects the customer.
Where a customer requests a split delivery after placing an order, TAPDX may agree to it where operationally practical. Additional delivery or packaging costs created by that customer request may be payable by the customer.
A partial delivery does not mean that the undelivered portion of an order has been cancelled where the remaining goods are still being properly fulfilled.
25. Delays caused by customer action
TAPDX is not responsible for a delivery delay to the extent that the delay was caused by the customer's own action or omission.
Examples may include failure to provide required delivery information, providing an incorrect address, failing to respond to a reasonable delivery query, not paying an applicable Custom or Bulk Delivery Invoice, requesting an address or order change after fulfilment has begun, failing to provide an approval required before the order can progress, or repeatedly being unavailable for delivery.
Where the customer-caused issue is resolved, TAPDX will continue the fulfilment process as reasonably possible.
26. Delays caused by TAPDX
Where TAPDX causes a material delivery or fulfilment error, TAPDX will take responsibility for addressing the issue.
TAPDX will not classify its own avoidable fulfilment error as a courier or customer problem merely because another party is involved in the delivery chain.
Where the delay gives rise to a specific cancellation, repayment or other right under applicable law, TAPDX will honour that right.
27. Events outside reasonable control
Delivery and fulfilment can sometimes be materially affected by events outside TAPDX's reasonable control.
These may include severe weather, natural disasters, major transport interruption, widespread courier disruption, civil disturbance, governmental restrictions, infrastructure failure, material supplier disruption or another event that TAPDX could not reasonably prevent.
Where such an event materially affects an order, TAPDX will take reasonable steps to communicate with affected customers and continue fulfilment where reasonably possible.
This section does not remove a right that applicable law gives the customer because of prolonged non-performance or non-delivery.
28. Pre-order delivery
Pre-orders are subject to the TAPDX Pre-Order Policy.
An expected stock-arrival or production date is separate from the courier delivery period that begins after the relevant product becomes available and the order is ready for dispatch.
A pre-order therefore does not become late merely because the customer counts the entire pre-order production or availability period as courier transit time.
Where the underlying pre-order cannot be fulfilled or a material delay gives rise to an applicable customer right, the Pre-Order Policy and applicable law will govern the outcome.
29. Custom and bulk production delays
For Custom and Bulk orders, production, procurement and delivery are separate stages.
An estimated production date is not automatically a guaranteed delivery date to the customer's premises.
Once production is complete, the order may still require packing, delivery measurement, generation and payment of the Delivery Invoice, courier booking and actual transit.
Where TAPDX has agreed a specific overall performance period with the customer, that agreed period will remain relevant.
30. Delivery payment before dispatch
Where a separate Delivery Invoice applies, the parcel will not be released for dispatch until the delivery payment has been successfully confirmed, unless TAPDX expressly agrees to another arrangement.
A delay caused because the customer has not paid the required Delivery Invoice is not treated as a TAPDX dispatch delay.
Once payment has been confirmed, TAPDX will continue the delivery process in accordance with the applicable fulfilment stage and courier arrangements.
31. Customer delivery charge after packing
For Custom and Bulk orders, TAPDX does not promise that the final delivery charge can be worked out accurately before the finished order has been packed.
The order may need to be weighed, measured or otherwise assessed to establish the applicable shipment requirements.
The fact that the customer approved and paid the product amount before the final delivery amount was known does not mean that delivery was included free of charge.
Where the customer journey expressly states that delivery will be invoiced separately, the later Delivery Invoice forms part of that agreed order process.
32. No automatic courier pass-through promise
TAPDX does not promise that every customer delivery charge will equal the exact invoice TAPDX receives from a courier.
The delivery amount charged to the customer is the amount TAPDX sets for providing the applicable delivery service.
This protects the distinction between the commercial amount charged to the customer and TAPDX's own internal logistics costs.
A customer is therefore not entitled to a delivery-price adjustment after the event solely because the customer's delivery charge differs from the amount TAPDX paid to a third-party logistics provider.
This does not permit TAPDX to charge a customer an amount different from the delivery price that was actually agreed for that transaction without a lawful basis.
33. Changes to delivery pricing
TAPDX may change future delivery prices, service levels, free-delivery thresholds or promotional delivery offers as its courier costs, operating model and commercial strategy develop.
Any new delivery price applies to orders placed under the new applicable terms.
A later change in TAPDX delivery pricing does not entitle a customer to have an earlier completed order recalculated at the new price.
Likewise, TAPDX cannot increase an already agreed delivery charge for a completed transaction after the event merely because the underlying courier cost later changes, except where the customer separately requests a change that creates an additional cost or another lawful basis applies.
34. Delivery and returns are separate issues
A delivery being completed does not prevent a customer from raising a genuine product defect, incorrect-item or damage issue under the Cancellation and Returns Policy.
Similarly, a product return or cancellation issue does not automatically mean that every delivery charge connected to the order must be returned.
The treatment of original delivery charges, return delivery charges and redelivery costs depends on what occurred, who was responsible and any rights that apply by law.
35. Delivery records
TAPDX may retain delivery records reasonably required to administer and evidence fulfilment.
These may include the delivery address, the courier used and the service type, and information about the parcel itself such as its shipment weight or dimensions and its waybill number.
They may also include tracking information, the dispatch date, the delivery status, the customer delivery charge, the underlying logistics cost, payment information relating to a Delivery Invoice, and communications concerning the delivery.
These records form part of the transaction history and may be used to investigate delivery questions, complaints, chargebacks, returns or disputes.
Personal information contained in delivery records is handled in accordance with the TAPDX Privacy Policy.
36. Customer communication
TAPDX may send transactional communications concerning the progress of an order.
Depending on the order and delivery stage, these may include information relating to order confirmation, fulfilment progress, delivery payment, dispatch, courier details, tracking, or a delivery problem requiring customer action.
Transactional delivery communications are different from optional marketing communications, because they are sent in order to administer an existing customer transaction.
37. Delivery issues and chargebacks
A customer who believes that an order has not been delivered correctly should contact TAPDX so that the matter can be investigated.
A courier delay, tracking discrepancy or unresolved delivery query does not automatically establish that TAPDX failed to fulfil the transaction.
Likewise, a delivery record does not prevent a customer from raising a genuine issue.
TAPDX may use the order record, customer communications, payment record, courier booking, waybill, tracking history, proof of delivery and other relevant evidence when responding to a delivery dispute or payment chargeback.
TAPDX will not manufacture or alter evidence to defeat a legitimate customer claim.
38. Legal rights
This Policy describes TAPDX's ordinary delivery and shipping arrangements.
Where applicable South African law imposes a delivery, performance, notification, cancellation or repayment obligation that cannot lawfully be excluded, that requirement will apply.
For electronic transactions, an agreed fulfilment period is important. TAPDX may agree different fulfilment periods for different order types, particularly where Custom, Bulk or pre-order production is involved.
Nothing in this Policy should be interpreted as allowing TAPDX to avoid a mandatory performance obligation merely by describing an order as delayed.
Likewise, a statutory protection applicable to one transaction does not automatically create a broader delivery entitlement for every TAPDX order.
39. Contacting TAPDX about delivery
Customers who need help with a delivery should contact hello@tapdxtags.com.
Where possible, please provide the order reference and enough information for TAPDX to identify the delivery concerned.
Customers do not need to contact the courier first before contacting TAPDX about a genuine delivery problem.
TAPDX may liaise with the applicable courier or logistics provider as part of investigating the issue.
The TAPDX delivery principle
TAPDX aims to make delivery straightforward for customers while keeping a workable fulfilment model for different order types.
Ready-to-Order delivery is handled through the applicable checkout delivery rules, including any qualifying free-delivery offer.
Custom and Bulk delivery is different because the final shipment may not exist when the customer first approves and pays for the products. The final delivery charge may therefore be established after production, once the completed order has been packed and its delivery requirements are known, and is then paid separately before dispatch.
Customers are responsible for providing accurate delivery information and for additional costs created by address errors on their side, non-collection or requested delivery changes.
TAPDX remains responsible for TAPDX-caused fulfilment errors and will not use a courier or supplier simply to push a responsibility that remains TAPDX's onto the customer.
Delivery promotions may change for future orders, courier transit estimates are not automatically guarantees, and the customer delivery amount is the commercial delivery price charged by TAPDX rather than a promise to pass on the courier's own invoice at cost.