Shipping policy

Digital Design Merchant – Shipping & Delivery Policy

At Digital Design Merchant, we handle both instant digital products and physical merchandise. While digital downloads are delivered instantly to your screen and email, all physical items are dispatched and delivered nationwide via The Courier Guy.

1. Digital Products

  • Delivery Method: Instant digital download link provided on the checkout screen and sent via email upon payment confirmation.

  • Shipping Fees: None.

2. Physical Products & Courier Logistics

Processing & Cut-off Times

  • Order Processing: Orders are processed Monday through Friday (excluding weekends and South African public holidays).

  • Payment Clearance: Orders will only be processed and dispatched once funds have fully cleared into our account.

  • Daily Cut-off: Orders placed before 12:00 PM will be processed for dispatch the same day. Orders placed after 12:00 PM or over weekends will be dispatched on the following business day.

Shipping Rates & Delivery Timelines Delivery schedules depend on the service tier selected at checkout and your location:

  • Overnight Express (Major Centres): Delivered within 1–2 business days (by 11:00 AM or COB depending on major city hubs such as Johannesburg, Cape Town, Durban, and Pretoria).

  • Standard Economy Road Freight: Delivered within 2–4 business days to main centres.

  • Regional & Remote Areas: Please allow 3–7 business days for outlying or regional locations.

  • Shipping Costs: Calculated at checkout based on the actual or volumetric weight of the items and the destination address.

3. Delivery Terms & Address Requirements

  • Physical Address Required: Delivery is strictly Door-to-Door. We cannot deliver to P.O. Boxes, Postal Addresses, or PostNet branches. Please provide a physical address where someone is available to sign during regular business hours (Monday–Friday, 08:00 to 17:00).

  • Proof of Delivery (OTP / Signature): All deliveries require a signature or a One-Time PIN (OTP) entry sent to the recipient's registered mobile number to ensure safe handover.

  • High-Risk / Special Access Areas: Deliveries to high-risk zones, plots/farms, mines, or security estates may incur additional surcharges or require alternative drop-off arrangements as mandated by courier safety guidelines.

4. Tracking & Missing Packages

  • Order Tracking: Once your package has been collected by The Courier Guy, you will receive a confirmation email containing your tracking/waybill number. You can track your parcel live via The Courier Guy Online Portal.

  • Unclaimed Deliveries: If the courier is unable to deliver due to incorrect contact details or repeated failed delivery attempts, the parcel will be returned to our warehouse at the customer's expense for re-delivery.

5. Damaged or Faulty Goods in Transit

  • Physical shipments are inspected prior to dispatch. However, if your package arrives damaged, tampered with, or leaking:

    1. Notify the delivery driver immediately and note the damage on the delivery register.

    2. Contact our support team within 48 hours of delivery with your order number and photo evidence of the outer packaging and damaged item.

    3. We will log a claim with The Courier Guy and arrange a replacement or refund at no extra cost to you.