Shipping policy

SHIPPING & DELIVERY POLICY: NOVAVA

Thank you for shopping with NOVAVA (www.novava.co.za). We are dedicated to delivering your orders securely and reliably across South Africa.

Please read our Shipping & Delivery Policy carefully before placing an order. By completing a purchase on our store, you agree to the terms outlined below.

1. PROCESSING AND DELIVERY TIMEFRAMES

  • Delivery Lead Time: All orders are processed, dispatched, and delivered within approximately 10 to 15 business days from the date your order confirmation and payment clearance are received.

  • Business Days: Business days are Monday through Friday, excluding South African public holidays and weekends. Orders placed on weekends or public holidays will be processed on the next business day.

  • Agreed Performance Window (ECTA Compliance): In terms of Section 46 of the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), by placing an order with NOVAVA, you expressly agree to the 10 to 15 business day processing and delivery timeline stated above.

2. COURIER & DELIVERY METHOD

  • Primary Courier Partner: All national orders are fulfilled and delivered via Aramex Store-to-Door Courier service.

  • Door-to-Door Delivery: Shipments are delivered directly to the physical delivery address specified in your order checkout. Please ensure that an authorized person is present at the physical address between 08:00 and 17:00 on weekdays to sign for the parcel.

  • PO Boxes & Postnet Bags: Aramex Store-to-Door requires a physical street address for delivery. We cannot deliver to PO Boxes or Postnet Suite collection boxes.

3. SHIPPING RATES

  • Delivery Charges: Applicable courier shipping fees are calculated and clearly displayed at checkout prior to final payment submission.

  • Promotions: Any free shipping promotions offered by NOVAVA apply strictly to standard main-center deliveries within South Africa unless explicitly stated otherwise.

4. ORDER TRACKING

Once your parcel has been packaged and handed over to Aramex, you will receive a dispatch confirmation email containing your Aramex Waybill / Tracking Number.

You can track your delivery in real-time by entering your waybill number on the official Aramex South Africa portal or via the tracking link provided in your confirmation email.

5. LIMITATION OF LIABILITY FOR THIRD-PARTY & COURIER DELAYS

  1. Third-Party Logistics: Delivery service is executed by an independent, third-party courier provider (Aramex). While NOVAVA makes every reasonable effort to ensure your order arrives strictly within the estimated 10 to 15 business day timeframe, NOVAVA is not liable for reasonable delivery delays caused by circumstances outside our direct control.

  2. Events Beyond Control: Excluded events include, but are not limited to:

    • Courier operational network backlogs, sorting delays, or peak season disruptions (e.g., Black Friday / Festive Season).

    • Adverse weather conditions, flooding, or natural disasters.

    • Freight disruptions, civil unrest, strikes, or major road closures/accidents.

    • Incorrect or incomplete delivery address details submitted by the customer.

  3. Statutory Delay Provisions: In the event that delivery exceeds the agreed timeframe due to unforeseen circumstances, NOVAVA will actively liaise with Aramex to expedite delivery. Where a delay exceeds reasonable limits under Section 46 of the ECTA, your statutory rights to query or cancel the unperformed transaction remain protected as outlined in our Terms of Service.

6. INCORRECT ADDRESSES & UNDELIVERABLE PARCELS

  • Customer Responsibility: You are solely responsible for providing an accurate physical delivery address, contact person, and mobile contact number at checkout.

  • Failed Deliveries: If Aramex is unable to complete delivery due to an incorrect address, recipient unavailability, or failure to answer courier contact attempts after multiple attempts:

    • The parcel may be returned to our facility.

    • Re-dispatch shipping costs will be charged to the customer before the parcel can be sent out again.

    • Original shipping fees are non-refundable.

7. PASSAGE OF RISK AND DAMAGED GOODS

  • Risk of Loss: Under South African common law and the CPA, risk of loss or damage to goods passes to you upon physical delivery and signature of receipt at your nominated address.

  • Damaged Shipments: We inspect all items prior to packaging. However, if your parcel arrives visible damaged by transit:

    1. Clearly note the damage on the courier’s physical or electronic delivery register when signing.

    2. Take clear photographs of the damaged outer box and product packaging immediately.

    3. Contact us at novavasupport@gmail.com within 48 hours of delivery in accordance with Section 5 of our Refund & Return Policy.

8. CONTACT INFORMATION

If you have any questions regarding your shipment, tracking, or delivery status, please contact our support team strictly via email:

  • Customer Support Email: novavasupport@gmail.com

  • Website: www.novava.co.za