Shipping policy

At Sundae Best, we are committed to ensuring that your order reaches you as smoothly and efficiently as possible. Please read the below carefully before placing your order.

Order Processing Times

All orders require approximately 3 working days for processing prior to dispatch.

Please note that processing times may increase during:

  • Sale periods

  • New collection launches

  • High volume promotional periods

  • Public holidays

  • Major pop up events or activations

Processing times refer to the time required for our team to prepare, pack, quality check, and dispatch your order and do not include courier transit times.

Estimated Delivery Timeframes

Once your order has been dispatched:

  • Durban deliveries typically require 1–2 working days

  • Nationwide deliveries typically require 2–3 working days

Please note that delivery timeframes are estimates only and may vary depending on your location and courier operations.

Shipping Confirmation & Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details.

It is the customer’s responsibility to ensure that the correct email address and contact number are provided at checkout.

Sundae Best cannot be held responsible for tracking updates not received due to incorrectly entered customer information.

Courier Delays

Whilst we work with trusted courier partners, delivery timelines remain subject to external factors beyond our control.

Sundae Best cannot be held liable for delays caused by:

  • Courier operational delays

  • Severe weather conditions

  • Public holidays

  • Strike action

  • High volume courier periods

  • Load shedding disruptions

  • Incorrect delivery information supplied by the customer

  • Failed delivery attempts

Our team will always try our best to assist where possible should a delay arise.

Incorrect Delivery Information

Customers are responsible for ensuring that all shipping details entered at checkout are accurate and complete.

If incorrect shipping information is provided:

  • Sundae Best cannot guarantee successful delivery

  • Additional courier fees may apply for rerouting or redelivery

  • We are unable to guarantee amendments once an order has entered processing

Failed Deliveries & Uncollected Parcels

If a parcel is returned to Sundae Best due to:

  • Failed delivery attempts

  • Incorrect address information

  • Refusal of delivery

  • Failure to answer courier communication

  • Failure to collect from a courier depot or pickup point

The customer will be responsible for any additional courier costs required to resend the parcel.

Original shipping fees are non-refundable.

Signature & Delivery Responsibility

Once a parcel has been marked as successfully delivered by the courier to the address provided at checkout, Sundae Best cannot be held liable for lost, stolen, misplaced, or incorrectly accepted parcels.

Customers are encouraged to ensure that someone trustworthy is available to receive the parcel at the selected delivery address.

High Value Orders

For security purposes, Sundae Best reserves the right to:

  • Request additional customer verification

  • Delay dispatch pending payment confirmation

  • Refuse or cancel suspicious orders at our discretion

Should this occur, our team will contact you directly.

International Shipping

At this stage, Sundae Best primarily services customers within South Africa.

For international shipping enquiries, kindly contact our team directly prior to placing your order.

Contact Us

For any shipping related queries, please contact:

info@sundaeactive.com

Our team will always do our best to assist you.