Shipping & Delivery Policy
Effective Date: December 10, 2025
Last Updated: December 9, 2025
Art Terra Fusion is committed to delivering your aquascaping equipment safely and on time. This policy outlines our shipping methods, costs, timeframes, and procedures.
Quick Reference
| Shipping Type | Cost | Timeframe |
|---|---|---|
| Standard | R80-R400 | 3-5 days |
| Express | R150-R300 | 1-2 days |
| Courier Collection | R60-R100 | 2-4 days |
1. Delivery Coverage
We Deliver To:
✅ All provinces in South Africa
- Gauteng
- Western Cape
- KwaZulu-Natal
- Eastern Cape
- Free State
- Limpopo
- Mpumalanga
- Northern Cape
- North West
❌ We do not currently ship internationally. South Africa only.
2. Shipping Methods & Costs
Standard Delivery
- Timeframe: 3-5 business days
- Cost: Calculated at checkout based on weight and destination
- Typical Costs:
- Small items (< 2kg): R80 - R120
- Medium items (2-10kg): R120 - R200
- Large items (> 10kg): R200 - R400
Express Delivery
- Timeframe: 1-2 business days
- Cost: R150 - R300 (depending on weight and destination)
- Available for: Major cities and metros
- Orders placed before 12pm (same-day dispatch)
3. Delivery Timeframes
Standard Delivery Estimates
| Destination | Timeframe |
|---|---|
| Johannesburg / Pretoria | 2-3 business days |
| Cape Town | 3-4 business days |
| Durban | 3-4 business days |
| Port Elizabeth | 4-5 business days |
| Other major cities | 3-5 business days |
| Remote areas | 5-7 business days |
Business Days: Monday to Friday, excluding public holidays.
4. Tracking Your Order
Once your order is dispatched, you'll receive:
- Tracking number (waybill number)
- Courier company name
- Link to track your shipment
Tracking Updates
You'll receive email notifications at each stage:
- ✅ Order Placed
- ✅ Payment Confirmed
- ✅ Order Dispatched (with tracking)
- ✅ Out for Delivery
- ✅ Delivered
5. Delivery Partners
We use trusted courier partners:
- The Courier Guy
- Aramex
- Dawn Wing
- RAM Hand-to-Hand
- Pudo / Paxi (for collection points)
6. Special Handling
Fragile Items
Aquarium equipment is fragile. We take extra care:
- ✅ Double-boxed packaging
- ✅ Bubble wrap and padding
- ✅ "Fragile" stickers on all boxes
- ✅ Insurance on high-value items
Large or Heavy Items
For aquariums, cabinets, and large equipment:
- Kerbside delivery only - Driver will not carry items upstairs or inside
- Two-person delivery available for extra large items (additional fee)
- Delivery appointment - We'll call to arrange a suitable time
7. Delivery Issues
Damaged Parcels
If your parcel arrives damaged:
- Do not refuse delivery - Accept the parcel
- Take photos of the damage (box and contents)
- Note damage on delivery slip if possible
- Contact us within 48 hours: sales@artterrafusion.com
- We will arrange replacement or refund
Missing Items
If items are missing from your delivery:
- Check all packaging carefully
- Check the packing slip against your order confirmation
- Contact us within 48 hours if items are missing
- We will send missing items immediately at no cost
Delayed Delivery
If your order is delayed beyond the estimated timeframe:
- Check tracking status online
- Contact us if tracking shows no movement for 3+ days
- We will investigate with the courier
- In case of significant delays, we may offer a partial refund or re-ship
8. Delivery Restrictions
PO Boxes
We cannot deliver to PO Boxes. Please provide a physical street address.
Security Estates & Complexes
For secure residential estates:
- Provide estate name and unit number
- Ensure security has your name and delivery authorization
- Provide gate contact number for access
Public Holidays
No deliveries on South African public holidays. Orders placed before public holidays may be delayed by 1-2 days.
9. Shipping Insurance
All orders are insured up to R5,000 at no extra cost.
Orders over R5,000:
- Automatically insured for full value
- Signature required on delivery
- Additional security measures applied
10. Order Cancellation & Changes
Before Dispatch
You may cancel or modify your order before dispatch:
- Email us immediately: sales@artterrafusion.com
- Full refund for cancellations
- Address changes accepted free of charge
After Dispatch
Once dispatched, orders cannot be canceled:
- You may refuse delivery for a full refund
- Or return the item once received (see Returns Policy)
11. Contact Us
Shipping Department
Email: sales@artterrafusion.com
Response Time: Within 24 hours (business days)
For shipping quotes or questions:
Subject: Shipping Quote Request or Order #[Your Order Number] - Shipping Query
12. COVID-19 & Health Measures
In line with health regulations:
- Contactless delivery - Courier may leave parcel at your door
- Signature alternatives - Photo proof or electronic signature
- Driver safety - Masks and sanitization protocols
Art Terra Fusion
Aquascaping Equipment & Supplies
South Africa
Questions about your order?
Email us at sales@artterrafusion.com with your order number and tracking number (if available).