Shipping policy
SHIPPING POLICY
At Prime Essentials, we aim to make ordering simple and convenient. We deliver our Auto, Home & Care products to customers in South Africa using trusted courier and delivery services.
1. ORDER PROCESSING
Orders are processed after payment has been successfully received.
We aim to process orders within 1–3 business days, depending on product availability and order requirements.
Some products may be sourced from our suppliers after an order is placed. In these cases, processing may take slightly longer.
If there is a significant delay with your order, we will contact you using the contact details provided when placing your order.
2. DELIVERY TIMES
Once an order has been dispatched, delivery generally takes approximately 2–5 business days, depending on the delivery address and courier service.
Delivery times are estimates and are not guaranteed. Remote areas, public holidays, weekends, courier delays, weather conditions, and other circumstances outside our reasonable control may result in longer delivery times.
3. SHIPPING FEES
Shipping fees are calculated based on the delivery destination, order size, weight, and courier charges.
The applicable delivery fee will be displayed at checkout or communicated to the customer before the order is finalised.
From time to time, Prime Essentials may offer promotional shipping rates or free delivery on qualifying orders.
4. DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate delivery address, including:
- Full name
- Contact number
- Street address
- Suburb
- City/Town
- Province
- Postal code
- Any relevant delivery instructions
Prime Essentials is not responsible for delays or additional delivery costs caused by incorrect or incomplete delivery information supplied by the customer.
5. COURIER DELIVERY
Orders are delivered by third-party courier or delivery services.
Once an order has been handed to the courier, the courier's tracking information may be provided to the customer where available.
Customers should ensure that someone is available to receive the delivery or follow any instructions provided by the courier.
6. FAILED DELIVERY
If a courier is unable to complete delivery because nobody is available, the address is incorrect, or delivery instructions cannot be followed, the courier may attempt another delivery or return the parcel to the sender.
Additional delivery charges may apply if a parcel needs to be re-dispatched because of incorrect information or a failed delivery caused by the customer.
7. DAMAGED PACKAGES
Customers should inspect their delivery when it arrives.
If your package appears damaged, leaking, opened, or tampered with, please contact Prime Essentials as soon as possible and provide photographs of the package and products where possible.
We will investigate the matter and arrange an appropriate solution in accordance with our Returns and Refund Policy and applicable South African consumer-protection laws.
8. MISSING OR DELAYED ORDERS
If your order has not arrived within the expected delivery period, please contact us so that we can assist with tracking the shipment.
Please understand that courier delivery times can occasionally be affected by circumstances outside Prime Essentials' control.
9. OUT-OF-STOCK OR SUPPLIER DELAYS
Because some products may be sourced from our suppliers after an order is placed, an item may occasionally become temporarily unavailable.
If this happens, we will contact you and provide an appropriate option, which may include waiting for stock to become available, selecting an alternative product, or receiving a refund where applicable.
10. SOUTH AFRICAN DELIVERY
Prime Essentials currently focuses on deliveries within South Africa.
If you require delivery outside South Africa, please contact us before placing an order so that we can determine whether international delivery is available.
11. CONTACT US
For shipping enquiries, order tracking, delivery problems, or other questions, please contact us:
WhatsApp: 064 501 2604
Email: info@primeessentials.co.za
Location: Edenvale, South Africa
Prime Essentials – Auto, Home & Care