Shipping Terms and Conditions

 Terms and Conditions – Delivery & Shipping

1. Shipment Confirmation

Once your order has been shipped, you will receive an email with tracking details.
Please note that tracking information is not sent immediately after placing your order.
Allow up to 24 hours after shipment for tracking updates to appear.

2. Tracking Your Order

You can track your parcel directly through:

• The Courier Guy Tracking Page or Fastway Tracking Page

• Use the tracking number provided in your shipping confirmation email.
  Please ensure your email address and contact number are correct to receive courier notifications and updates.

3. General Shipping Policy

• Delivery Timeframe: Orders are delivered within 3–7 business days across South Africa. (Same delivery times for all areas in South Africa).

• Order Processing: Orders are processed within 2–3 business days, excluding weekends and public holidays.

• Delivery Estimates: Delivery times are estimates only and may vary depending on your location, the courier’s schedule, or seasonal demand.

Important: Once your order has been shipped, address changes are not possible.
Please provide an address where someone is always available to receive your parcel.

4. Courier Services

XD21 uses third-party courier companies, primarily The Courier Guy and Fastway, for all deliveries.
These couriers operate independently and are not affiliated with XD21.

While we will assist where possible, we have limited control over courier operations.
For delivery-related inquiries (including delays, missed deliveries, or lost parcels), please contact the courier company directly.

We appreciate your understanding if delays occur due to weather, courier network issues, or other unforeseen circumstances.

5. Shipping Rates

⚠️ Note: Free shipping is not available for high-risk areas, but a discounted rate of R89.21 applies to orders over R921+.

6. Responsibility & Liability

• Customers are responsible for providing accurate and complete delivery information to avoid delays or additional courier charges.

• Once an order has been shipped, it cannot be modified or rerouted.

• XD21 is not liable for:

  • Delays caused by courier operations, weather, or other unforeseen circumstances.

  • Hijacking, theft, or loss of parcels once handed over to the courier company.

    • If your parcel or item (including bags or goods) has been hijacked or stolen, please contact the courier company immediately to report and open a claim.

  • Courier mishandling or negligence.

Please track your parcel regularly to stay informed about its delivery progress.

7. Returns, Exchanges & Refunds

• Courier Fees: All courier fees, including the R70 exchange fee, are the customer’s responsibility unless XD21 is at fault.

• Cancellations: Orders cannot be canceled after dispatch.

• Refunds: Shipping fees are non-refundable once an order has been booked or shipped.

• Final Sale Items: Products from Final Sale, R50 Sale, or R100 Sale categories cannot be returned or refunded. If these items are returned, the customer must arrange collection.

8. Customer Conduct

By placing an order, customers agree to:

• Provide accurate and up-to-date information for billing and delivery.

• Respond promptly to courier communication to ensure successful delivery.

• Track parcels regularly and manage missed deliveries directly with the courier company.

9. Contact Information

• For any questions or assistance, please contact:
  📧 support@xd21.co.za
• 📱 WhatsApp: 063 889 9677

When contacting us, please add your order number and your query in your message or email subject line to ensure faster assistance.

10. Acknowledgment

By placing an order with XD21, you confirm that you have read, understood, and accepted all the terms and conditions outlined in this Delivery & Shipping Policy.
Your satisfaction is our top priority — thank you for choosing XD21!