Shipping policy

SHIPPING AND DELIVERY POLICY

Last updated: 12 August 2026

1. About this policy

This Shipping and Delivery Policy applies to purchases made through any online store owned or operated by ADL‑MW Trading (Pty) Ltd, including any other trading name used by the company.

In this policy:

  • “we”, “us” and “our” refer to ADL‑MW Trading (Pty) Ltd;
  • “Store” means the particular online store through which an order is placed;
  • “you” and “customer” refer to the person placing or receiving the order;
  • “courier” means the independent delivery provider appointed to transport an order; and
  • “business day” excludes Saturdays, Sundays and South African public holidays.

This policy must be read together with our Terms of Service and Refund and Return Policy.

Nothing in this policy is intended to exclude or restrict a customer’s rights under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable law.

2. Delivery area

We currently deliver to valid physical addresses within South Africa, subject to courier availability and service-area restrictions.

We do not ordinarily deliver to:

  • PO boxes;
  • addresses that the courier considers unsafe or inaccessible;
  • informal locations without sufficient delivery directions;
  • embargoed or legally restricted destinations; or
  • destinations that cannot be serviced by our available couriers.

Delivery to farms, mines, plots, remote areas, townships, military premises, hospitals, schools, business parks, estates or secured complexes may require additional directions, access arrangements or fees.

If delivery is not reasonably possible, we will contact you to arrange an alternative address, collection option or refund.

International delivery is not available unless expressly offered and confirmed by us in writing.

3. Order processing

Orders are normally prepared for dispatch within 1–2 business days after:

  • payment has cleared;
  • any required fraud or identity verification has been completed;
  • stock availability has been confirmed; and
  • any information required to fulfil the order has been received.

Orders placed on weekends or on public holidays will be treated as received on the next business day.

Processing times are separate from courier transit times.

Personalised, handmade, custom-made, pre-order or supplier-order products may require additional preparation time. Any applicable lead time will be stated in the product description or communicated before the order is accepted.

Dispatch may be delayed while we verify an unusual, high-value or potentially fraudulent transaction.

4. Estimated delivery times

After dispatch, estimated delivery times are generally:

  • Gauteng major centres: 3–6 business days
  • Other major centres: 4–8 business days
  • Regional or remote areas: 7–15 business days
  • Collection-point deliveries: Subject to the selected provider’s schedule

These periods are estimates and not guaranteed delivery dates unless we expressly agree to a specific date in writing.

Delivery estimates begin when the parcel is handed to the courier, not when the order is placed.

Large, heavy, fragile, custom-made, pre-order or supplier-sourced products may take longer.

5. Shipping charges

Shipping charges are calculated based on factors that may include:

  • destination;
  • parcel dimensions;
  • actual or volumetric weight;
  • number of parcels;
  • courier service;
  • remote-area status;
  • product type; and
  • any special handling requirements.

The shipping fee shown at checkout is based on the information available at that time.

If an unusually large, heavy, multi-box or remote-area order cannot be shipped at the displayed rate, we will contact you before dispatch. You may choose to:

  • approve the corrected shipping charge;
  • change the order or delivery method; or
  • cancel the affected order for a refund.

We will not charge an additional amount without your agreement.

Free-shipping offers may be subject to a minimum order value, delivery area, parcel-size or promotional restriction. Unless expressly stated otherwise, free shipping does not include remote-area surcharges, international shipping or special freight.

6. Multiple-product and oversized orders

Where an order contains several products, we may package it in more than one box or courier sleeve for safe and practical delivery.

Large, heavy, fragile or unusually shaped items may require:

  • separate parcels;
  • protective packaging;
  • an alternative courier;
  • special handling; or
  • an adjusted delivery quotation.

Multiple parcels belonging to the same order may arrive separately. Where available, we will provide the applicable tracking information.

We may combine compatible orders addressed to the same customer and delivery address where this does not cause unreasonable delay or risk.

7. Delivery address and customer information

You are responsible for supplying a complete and accurate delivery address, including:

  • recipient’s full name;
  • street number and name;
  • suburb;
  • city or town;
  • province;
  • postal code;
  • working telephone number;
  • company, estate or complex name where applicable;
  • unit, floor or building number; and
  • any essential access instructions.

We are not responsible for avoidable delays caused by incomplete or incorrect information supplied by you.

Please check the delivery details carefully before completing checkout.

An address can be changed only if we receive and accept the request before dispatch. Once a parcel has been dispatched, an address change is not guaranteed and may attract an additional courier charge.

For security reasons, we may require reasonable verification before changing the address on a paid order.

8. Courier and delivery arrangements

We may select the courier and delivery method we consider reasonably suitable for the order.

We may replace the originally intended courier with another suitable provider where necessary, provided this does not materially reduce the agreed service.

The courier may contact you by telephone, SMS, email or WhatsApp to arrange or complete delivery.

You must ensure that:

  • the delivery address is accessible;
  • any security or access requirements are arranged;
  • the recipient can be contacted; and
  • an authorised person is available to accept the parcel.

Couriers generally deliver during normal working hours. Specific delivery times cannot be guaranteed unless a special service has been agreed and paid for.

Courier drivers are not required to unpack, assemble, install or demonstrate products.

9. Tracking

Where tracking is available, tracking details will be sent to the email address or telephone number supplied with the order.

Tracking information may take time to update after dispatch.

A tracking status generated by the courier is preliminary evidence of the parcel’s location or delivery, but it does not remove any legal rights where a parcel was not actually received by the customer or an authorised recipient.

Please contact us at business@adlmw.co.za if tracking has not updated for an unusual period or indicates delivery when the parcel was not received.

10. Acceptance of delivery

A parcel may be accepted by:

  • the customer;
  • a person authorised by the customer;
  • an adult present at the delivery address;
  • reception, security or a mailroom authorised to receive deliveries; or
  • an approved collection point.

Where you instruct us or the courier to leave a parcel with security, reception, a neighbour, at a collection point or in another nominated place, delivery in accordance with those instructions will generally be treated as delivery to your authorised representative or nominated location, subject to applicable law.

Please do not request unattended delivery unless the location is secure. We may refuse an unattended-delivery request where the parcel is valuable, age-restricted or otherwise unsuitable.

Ownership and risk remain with us until the goods have been delivered and accepted in accordance with applicable law.

11. Missed or failed delivery

The courier will make the number of delivery attempts included in its service.

A delivery may fail where:

  • nobody is available;
  • the recipient cannot be contacted;
  • access is refused;
  • the address is incomplete or incorrect;
  • the recipient refuses the parcel without a valid reason;
  • required identification cannot be produced; or
  • required age verification fails.

Where delivery fails for a reason attributable to the customer, we may charge the reasonable additional cost of redelivery or return to sender.

If the parcel is returned to us, we will contact you. You may be required to pay the reasonable redelivery charge before it is sent again.

If you elect not to have it resent, we may refund the product price after deducting reasonable, properly incurred delivery and return costs, but only where permitted by law.

No deduction will be made where the failed delivery resulted from our error, an unjustified courier failure or another circumstance for which we are legally responsible.

12. Collection-point orders

Where collection-point delivery is offered:

  • you must provide any collection code or identification required by the provider;
  • the parcel must be collected within the provider’s stated collection period;
  • only an authorised person may collect it; and
  • the collection point’s operating hours and rules will apply.

If a parcel is not collected in time and is returned to us, reasonable return and redelivery charges may apply where permitted by law.

Age-restricted goods will be released only after satisfactory age and identity verification.

13. Age-restricted products

This section applies to Vape Haven and other Stores selling vaping, nicotine or age-restricted products.

Age-restricted products may be ordered and received only by a person who is at least 18 years old and legally permitted to purchase them.

We or the courier may require valid photographic identification before dispatch, delivery or collection.

Age-restricted parcels:

  • will not knowingly be delivered to a person under 18;
  • may not be left unattended;
  • may not be handed to a child;
  • may be withheld if satisfactory identification cannot be produced; and
  • may be returned to us if age verification fails.

Reasonable failed-delivery and return costs may be charged where an adult customer supplied false information or was unavailable to complete an expressly disclosed age-verification requirement, subject to applicable law.

14. Delays outside our reasonable control

Delivery may be affected by circumstances outside our reasonable control, including:

  • severe weather;
  • flooding, fire or natural disasters;
  • strikes or civil unrest;
  • road closures or accidents;
  • courier network disruption;
  • load shedding or infrastructure failure;
  • public holidays or peak-season volumes;
  • supplier or port delays;
  • border or customs delays;
  • epidemic or public-health restrictions;
  • theft or hijacking;
  • government action; or
  • incorrect information supplied by the customer.

We will take reasonable steps to investigate material delays and assist with delivery.

We are not liable for indirect losses caused solely by circumstances outside our reasonable control where we have acted reasonably. This does not remove your right to cancel or obtain another remedy where applicable law permits it.

15. Late delivery

If delivery is materially delayed, please contact us so that we can investigate with the courier.

Where a specific delivery date was expressly agreed, we will comply with the customer’s rights under applicable law if delivery does not occur as agreed.

Where no specific date was agreed, delivery will take place within a reasonable period, having regard to the product, destination and circumstances.

If the order cannot be delivered within the agreed or legally reasonable period, we will offer an appropriate remedy, which may include:

  • a revised delivery arrangement;
  • replacement of a parcel confirmed lost; or
  • cancellation and refund of the undelivered order.

We do not recommend placing an order for a birthday, holiday, event or other deadline without allowing additional time. A note entered at checkout does not create a guaranteed delivery date unless we expressly accept it in writing.

16. Damaged, tampered or incomplete parcels

Please inspect the outer packaging when the parcel is delivered.

If it appears damaged, opened or tampered with:

  1. Take clear photographs before opening it.
  2. If practical, note the damage with the courier.
  3. Retain the packaging, shipping label and contents.
  4. Contact us as soon as reasonably possible at business@adlmw.co.za.

For missing, damaged or incorrect items, please send:

  • your order number;
  • photographs of the outer parcel;
  • a photograph of the courier label;
  • photographs of the internal packaging and products; and
  • a description of the problem.

We may request reasonable additional information to investigate the claim with the courier.

Prompt reporting helps us preserve evidence and submit courier claims, but a failure to report within an informal requested period does not automatically remove any statutory right.

Do not discard or use a product that appears unsafe or materially damaged.

17. Lost parcels

A parcel is not automatically considered lost merely because tracking is delayed or has temporarily stopped updating.

We will ask the courier to investigate. Courier investigations may take 5–10 business days.

If the parcel is confirmed lost before lawful delivery and acceptance, we will, subject to stock availability and applicable law:

  • send a replacement; or
  • refund the affected order.

We are responsible for dealing with the courier claim. The customer will not be required to recover the purchase price directly from the courier.

We may require a truthful written declaration of non-receipt where reasonably necessary for the investigation.

18. Incorrect items

If we send an item that you did not order, please contact us promptly.

We will arrange collection or return at our cost and, subject to availability:

  • send the correct item; or
  • refund the affected item.

Please do not deliberately use, damage or dispose of an incorrectly supplied product after becoming aware of the error.

19. Split shipments and partial delivery

We may dispatch an order in separate parcels where products are stored at different locations, require different packaging or become available at different times.

You will not be charged an additional shipping fee merely because we elect to split the order after accepting it, unless you later request a different or upgraded delivery arrangement.

If only part of the order arrives, check all tracking numbers before reporting missing items.

20. Pre-orders and backorders

A pre-order or backorder is supplied according to the estimated availability date shown on the product page or communicated to you.

These dates may change because of supplier, manufacturing, import or transport delays.

If a material delay occurs, we will notify you and allow you to:

  • continue waiting;
  • choose an available alternative; or
  • cancel the undelivered item for a refund.

21. Refused deliveries

If you refuse delivery because the parcel is visibly damaged, please notify us immediately.

If a valid, undamaged and correctly addressed delivery is refused without a lawful reason, reasonable delivery and return costs may be deducted from a refund where permitted by law.

Refusing delivery does not automatically constitute a valid cancellation. Cancellation and refund rights remain subject to our Refund and Return Policy and applicable law.

22. Fraud prevention and verification

To protect customers and our business, we may temporarily hold an order while verifying:

  • the purchaser’s identity;
  • the payment;
  • the delivery address;
  • authority to use the payment method; or
  • age eligibility for restricted products.

We may request reasonable supporting information. Personal information collected for this purpose will be processed in accordance with our Privacy Policy and applicable law.

If verification cannot be completed, we may cancel and refund the order rather than dispatch it.

23. Contact us

For delivery questions, tracking assistance or shipping claims, contact:

Business: ADL-MW Trading (Pty) Ltd

Email Address : business@adlmw.co.za

Trading Names: As displayed on the applicable online store
Country: South Africa

Last Updated: 12 August 2026

Please include your order number in all shipping enquiries.