Shipping & Delivery Policy
Effective Date: 01 October 2025
1. Delivery Areas
We deliver to any physical street address in South Africa. Whether you are in a major metro or an outlying town, our system instantly calculates the rate to your door at checkout.
Please note: We cannot deliver to P.O. Boxes, farms, or rural areas that are not accessible by standard courier vehicles.
2. Order Processing & Lead Times
Standard Stock & Cut-Length Items:
Allow 1 to 2 business days for order processing, quality control (cutting to size), and preparation for shipment. This applies to most Laminate, Vinyl, SPC, and Broadloom Carpet orders cut from stock rolls.
Custom-Manufactured Products (e.g., Blinds):
Please note that fully custom-made items (such as made-to-measure blinds) require a manufacturing lead time of approximately 14 working days before dispatch. This will be clearly indicated on the specific product page.
Stockouts & Warehouse Transfers:
- Stockouts: Rare stock discrepancies may occur. If stock is unavailable, we will contact you within 1 business day offering a guaranteed full refund or an alternative product.
- Inter-Warehouse Transfers: Delivery time depends on the Supplier Warehouse Location relative to your address. If stock needs to be transferred from another province (e.g., JHB to CPT), please allow an additional 3 to 4 business days. We will notify you within 1 business day if a transfer is needed.
3. Estimated Transit Times
The estimates below apply to orders where stock is available at the local dispatch hub (after the 1-2 day processing period).
Note: If an Inter-Warehouse Transfer is required, please add 3–4 working days to the totals below.
| Destination | Transit Time | Total Estimated Delivery (Standard Stock) |
|---|---|---|
| Major Metro Areas (JHB, PTA, CPT, DUR) | 1–2 Business Days | 2–4 Business Days |
| Other Metro / Outlying Areas | 2–4 Business Days | 3–6 Business Days |
| Rural / Grey Areas | 4–6 Business Days | 5–8 Business Days |
4. Delivery Requirements & Limitations
Flooring is heavy and bulky. It is your responsibility to ensure your address can accommodate the delivery vehicle.
- Address: We can only deliver to a physical street address.
- Vehicle Access: It is your responsibility to ensure reasonable access for delivery trucks, which can be up to 8 tons and 4 meters high.
- Parking: The delivery vehicle must be able to park within 20 meters of the offloading point.
- Location: Delivery is to the nearest accessible point at ground level only. Drivers cannot carry items to upper floors.
- Recipient: Someone must be present to receive, inspect, and sign for the order.
Failed Deliveries:
We will not be held liable for non-delivery due to unsafe or inadequate access. A failed delivery under these circumstances will result in the Goods being returned to the depot, and you will be liable for any re-delivery fees.
5. Free Delivery Rules
We offer FREE DELIVERY to major metros on qualifying orders.
- Eligibility: Free delivery is specific to each supplier. Check the “Minimum Quantity” on the product page to see if your order qualifies based on your delivery address and the warehouse location.
- Standard Shipping: If you don’t qualify for free delivery, our system will calculate the exact courier rate at checkout based on weight and distance.
6. Inspection & Damages
WARNING: Signing the delivery note without notes confirms that the packaging appeared in good condition. This may affect your ability to claim for transit damage later.
- Step 1: INSPECT the exterior packaging for any damage BEFORE you sign.
- Step 2: If you see damage, you MUST NOTE IT ON THE DELIVERY SLIP (e.g., “Box torn,” “Corner crushed”).
- Step 3: For severe damage, you have the right to REFUSE THE DELIVERY.
- Concealed Damage: If you identify a quality issue or concealed damage after opening, please contact us immediately (within 24 hours) at hello@flooringstore.co.za with photographic evidence.
7. Collections (Local Pickup)
If you choose “Local Pickup” at checkout:
- Wait for Notification: Do not go to the warehouse until you receive the “Ready for Collection” email. Standard readiness is 1–2 business days (unless a transfer is needed).
- Locations: Collections are from the Supplier’s Warehouse. The specific address will be provided in your notification.
- Timeframe: You must collect within 7 calendar days of notification. Please contact us if you need an extension.