Shipping Policy
We aim to get your order to you quickly and safely, anywhere in South Africa.
1. Dispatch times
Orders are processed and dispatched within 1–2 business days of payment confirmation, Monday to Friday, excluding public holidays. You'll receive an email confirmation once your order has shipped, along with tracking details where available.
2. Delivery timeframes
- Major metros (Cape Town, Johannesburg, Pretoria, Durban): 2–4 business days
- Other regional centres: 3–6 business days
- Outlying and rural areas: 5–10 business days
These are estimates, not guarantees. Delays can occur due to courier volumes, weather, load-shedding, or remote delivery addresses.
3. Shipping costs
Shipping is calculated at checkout based on the weight and dimensions of your order and your delivery address. Any free-shipping thresholds or promotions will be clearly shown at checkout.
4. Order tracking
Once dispatched, you'll receive a tracking number by email so you can follow your parcel's progress with our courier partner.
5. Inspecting your delivery
Please inspect your package as soon as it arrives. If the outer packaging is visibly damaged, note this with the courier on delivery where possible, and contact us at info@empathtechnologysolutions.com or WhatsApp 061 507 5372 within 48 hours with photos so we can assist quickly.
6. Lost or delayed parcels
If your order hasn't arrived within the expected timeframe, contact us with your order number and we'll trace it with our courier. In the rare case a parcel is confirmed lost in transit, we will arrange a replacement or full refund at no cost to you.
7. Address accuracy
Please double-check your delivery address at checkout. We're not able to redirect a parcel once it has been dispatched, and re-delivery due to an incorrect address supplied by the customer may incur an additional shipping fee.
