SHIPPING POLICY

Effective date: 19 August 2025
Last updated: 19 August 2025

1) Where we ship

Domestic: We ship to physical addresses within the Republic of South Africa via door-to-door courier.
Default courier: Unless otherwise stated, we ship with Pudo Courier Services.
No P.O. Boxes: Couriers require a street address and a reachable contact number.
International: Currently not offered. Please contact us before ordering if you’re outside SA.

2) Processing & dispatch times

Processing time: Orders are usually processed within [1 business day] after payment clears.
Cut-off time: Orders placed before [13:00 SAST] on a business day are usually dispatched the same day. Orders placed after the cut-off, on weekends, or on public holidays are processed the next business day.
Verification: We may contact you to verify details for high-value orders, which can add 1 business day.
Quality check & testing: Pre-owned games are tested prior to dispatch for readability/play on compatible hardware. During peak periods this step may affect same-day dispatch cut-offs.

3) Estimated delivery timeframes (business days)

Delivery time depends on destination and courier performance. Timeframes are estimates, not guarantees.

Main centres (major metros): 1–3 business days

Regional towns: 2–5 business days

Remote / outlying areas: 3–7 business days

Peak periods (Black Friday, December, major launches) and severe weather may extend delivery times.

4) Shipping fees

Rates shown at checkout: Fees are calculated at checkout based on destination, cart contents, and courier rates.
Outlying area surcharge: Couriers may apply a remote-area or re-delivery surcharge. If applicable, we’ll notify you before dispatch.

5) Delivery method & tracking

Courier delivery: Door-to-door with tracking. A signature may be required on delivery for security.
Authority to Leave (ATL): If you authorize a driver to leave the parcel without signature, risk passes once the parcel is left at the address (we’re not responsible for loss/theft after drop-off).
Tracking: We’ll email tracking details once your order ships. Tracking may take several hours to update after collection.

6) Digital items vs physical goods

Digital content (e.g., game keys, top-ups) is delivered electronically via email or your account area. No courier shipping is involved.
Mixed carts: If your order contains both physical and digital items, we may deliver digital items immediately and ship physical items separately.

7) Pre‑orders & backorders

Pre-orders: Ship on/after the publisher’s release date (subject to change by the publisher). Dates displayed are estimates.
Combined orders: If a cart contains in-stock and pre-order items, we may ship together when the pre-order releases unless you choose split shipping at checkout (additional shipping fees may apply).
Backorders: If an item goes out of stock after you order, we’ll contact you with options (wait, swap, or store credit/refund as applicable).

8) Delivery attempts, address changes & re‑routing

If you prefer to use your own courier, you may do so by prior arrangement and at your own cost and risk.
You (or your courier) can collect from our physical store during business hours at the address below (please book the collection window with us first).
When you use your own courier, risk and responsibility pass to you upon handover to your appointed courier at our premises.
We’ll provide basic pickup details (parcel dimensions/weight, contact person). Any issues, delays, insurance, or claims with your courier must be handled directly with them.

Collection address (for customer-arranged courier):

Electro Games – Shop in China World @ Hillfox
8 Kreupelhout Ave, Weltevredenpark, Roodepoort, 1709

9) Missing, late, or lost parcels

Delivery attempts: Couriers will attempt delivery to the provided address. If no one is available, they may re-attempt or hold the parcel at a local depot.
Incorrect/insufficient address: Please double-check your address. Re-delivery or re-routing fees caused by incorrect addresses are for the customer’s account.
Change of address after dispatch: We can request a re-route on your behalf, but it may add 1–2 business days and incur a fee.

10) Damaged parcels & shortages

Late deliveries: If your parcel hasn’t arrived outside the estimated timeframe, contact us with your order number and tracking link. We’ll investigate with the courier.
Lost in transit (our courier): If a parcel is confirmed lost by the courier, we’ll replace the item(s) if stock is available or store-credit/refund you in full (as applicable). Courier investigations typically take [2–7] business days.
Unclaimed/returned to sender (RTS): If a parcel returns due to failed delivery attempts, incorrect address, or non-collection, we can reship after payment of return + re-delivery fees.

Note: For customer-arranged couriers, loss/damage claims must be pursued with your courier per their terms; we’ll provide reasonable documentation of handover.

11) Risk of loss & title

Check on delivery: If the parcel looks damaged, note it with the driver before signing, and take photos.
Report window: Please report damage, missing items, or wrong items to astral28@hotmail.com within 48 hours of delivery, including photos of the packaging and contents.
Resolution: After assessment, we will arrange a repair, replacement, or store credit/refund as appropriate. Keep original packaging until your claim is resolved.

12) Restrictions & exceptions

Risk passes to you on delivery to the address you provided (or on ATL drop-off if you opt in).
Customer-arranged courier: Risk passes to you at handover to your appointed courier at our store.
Title (ownership) passes once full payment is received.
For digital items, risk passes upon electronic delivery (e.g., when the key is revealed or sent to your email/account).

13) Click & Collect (if enabled)

We may decline to ship oversized, hazardous, or restricted items to certain locations.
Certain remote locations may require longer lead times, collection from a pickup point, or an alternative delivery arrangement (we’ll contact you if this applies).
During peak seasons or emergencies, temporary suspensions or delays may occur.

14) Contact us

Email: astral28@hotmail.com
Phone/WhatsApp: 072 437 7645
Store: Electro Games – Shop in China World @ Hillfox
Address: 8 Kreupelhout Ave, Weltevredenpark, Roodepoort, 1709
Hours: [Mon–Fri, 09:00–17:00 SAST]

15) Updates to this policy

We may update this Shipping & Delivery Policy from time to time. Changes take effect when posted on the website, with the “Last updated” date revised accordingly.