Shipping policy

SmileVital Shipping & Delivery Policy

Last Updated: 13 August 2026

At SmileVital, we are committed to getting your Colouring Blanket delivered to you safely and efficiently.

This Shipping & Delivery Policy explains how we process and deliver orders within South Africa.

By placing an order through the SmileVital online store, you acknowledge and agree to the terms below, subject always to your rights under applicable South African law.

1. Delivery Area

SmileVital currently delivers orders within South Africa only.

We do not currently offer international shipping.

2. Delivery Method

SmileVital uses Aramex Store-to-Door courier services for deliveries.

Your order will be handed to the courier for delivery to the address supplied during checkout.

Where tracking information is available, customers may receive tracking details by email, SMS or another communication method provided by SmileVital or the courier.

3. Estimated Delivery Time

Our estimated delivery time is:

8–11 Business Days

This is an estimated delivery timeframe and not a guaranteed delivery date, unless SmileVital has expressly agreed otherwise with the customer in writing.

Business days generally mean Monday to Friday and exclude South African public holidays.

Delivery times may vary depending on:

  • the customer's location;

  • courier capacity;

  • the delivery route;

  • weekends and public holidays;

  • incorrect or incomplete delivery information;

  • unsuccessful delivery attempts;

  • weather conditions;

  • operational disruptions;

  • peak shopping periods;

  • courier delays;

  • circumstances beyond SmileVital's reasonable control; and

  • other circumstances affecting the delivery network.

4. When Does the Delivery Period Start?

The estimated 8–11 business-day delivery period generally begins once your order has been processed and handed to the courier for delivery.

Orders may require reasonable processing time before being handed to Aramex.

Where a different processing or dispatch timeframe applies to a particular product, promotion or order, that timeframe will be communicated to the customer.

5. Delivery Delays

While we work to ensure that orders arrive within the estimated 8–11 business-day period, delivery times can occasionally be affected by circumstances outside SmileVital's reasonable control.

These may include:

  • courier network delays;

  • vehicle breakdowns;

  • weather;

  • flooding;

  • strikes or industrial action;

  • public holidays;

  • high-volume periods;

  • incorrect or incomplete addresses;

  • unsuccessful delivery attempts;

  • security or access restrictions;

  • road closures;

  • operational disruptions;

  • unforeseen events; or

  • other circumstances beyond SmileVital's reasonable control.

Where a delay is caused by circumstances outside SmileVital's reasonable control, SmileVital will not be responsible for the delay itself to the extent permitted by applicable law.

However, nothing in this policy excludes or limits any consumer right that cannot legally be excluded or limited under South African law.

Where applicable law gives a customer a right to cancel an order, obtain a refund or exercise another remedy because of a failure to deliver within an applicable agreed or legally required timeframe, those rights remain unaffected.

6. Courier Delays

Once an order has been handed to Aramex, the courier is responsible for transporting and attempting delivery of the parcel.

SmileVital will provide reasonable assistance in dealing with courier-related issues and may contact the courier or open a delivery investigation where appropriate.

However, SmileVital cannot control the courier's internal operations, delivery routes, staffing, traffic conditions or other circumstances affecting the courier network.

A courier delay does not automatically mean that an order has been lost.

Customers should first use the tracking information supplied to monitor the shipment.

7. Tracking Your Order

Where tracking is available, SmileVital may provide the customer with a tracking number or tracking link.

Customers should monitor their tracking information for:

  • dispatch confirmation;

  • delivery updates;

  • delivery attempts;

  • address issues;

  • collection instructions; and

  • other courier notifications.

Customers are responsible for responding reasonably promptly to courier requests or delivery notifications where necessary.

8. Incorrect Delivery Information

Customers are responsible for providing accurate and complete delivery information during checkout.

This includes:

  • full name;

  • street address;

  • suburb;

  • city/town;

  • province;

  • postal code;

  • apartment, unit or complex information where applicable; and

  • a valid contact telephone number.

SmileVital cannot guarantee successful delivery where incorrect, incomplete or misleading delivery information has been supplied by the customer.

If additional delivery costs are incurred because the customer provided incorrect or incomplete information, SmileVital may require the customer to pay reasonable additional delivery costs before a further delivery attempt is made, to the extent permitted by law.

9. Failed Delivery Attempts

Aramex may make delivery attempts in accordance with its applicable delivery procedures.

If delivery cannot be completed because:

  • nobody is available to receive the parcel;

  • the address is incorrect;

  • the courier cannot access the property;

  • the customer does not respond to delivery notifications;

  • the customer refuses or fails to accept delivery; or

  • another issue prevents delivery,

the courier may take further steps in accordance with its delivery procedures.

Customers should contact SmileVital if they experience a delivery problem so that we can reasonably assist.

10. Refused or Uncollected Parcels

Customers should not refuse delivery simply because they have changed their mind.

If you wish to cancel an order or exercise a return right, please contact SmileVital and follow the applicable cancellation or returns process.

Where a parcel is returned because the customer refused delivery, failed to collect the parcel, supplied incorrect information or otherwise caused the failed delivery, SmileVital may recover reasonable costs actually incurred in connection with the failed delivery and return, where permitted by applicable law.

This provision does not affect any statutory cancellation, return or refund right available to the customer.

11. Delivery Address Changes

If you need to change your delivery address, contact SmileVital as soon as possible.

We will attempt to update the delivery information before the order is handed to the courier.

Once an order has been dispatched, SmileVital cannot guarantee that the delivery address can be changed.

Any additional courier charges resulting from a customer-requested address change may be payable by the customer where permitted by law.

12. Delivery to Complexes, Estates and Businesses

Customers receiving deliveries at:

  • residential complexes;

  • gated estates;

  • office buildings;

  • workplaces;

  • shopping centres; or

  • other controlled-access locations

should provide any relevant access information required for delivery.

SmileVital and the courier cannot guarantee delivery where the courier is denied reasonable access to the supplied delivery address.

Customers should ensure that their contact number is available to the courier where necessary.

13. Delayed Orders

If your order has not arrived after the estimated delivery period, please contact SmileVital.

Please provide:

  • your order number;

  • full name;

  • delivery address; and

  • tracking number, if available.

SmileVital will reasonably investigate the delivery status and, where appropriate, contact the courier.

An order being delayed beyond the estimated period does not automatically mean that the parcel is lost.

14. Lost Parcels

If tracking indicates that a parcel has been lost or the courier confirms that the parcel cannot be delivered, SmileVital will reasonably investigate the matter with the courier.

Where SmileVital is responsible for the relevant loss under applicable law, the appropriate remedy will be provided in accordance with applicable law.

Nothing in this policy is intended to exclude any statutory consumer protection relating to delivery or risk in goods.

15. Damaged Parcels

Customers should inspect the outer packaging when receiving their order.

If the parcel appears visibly damaged, customers are encouraged to:

  1. photograph the damaged packaging;

  2. photograph the product;

  3. retain the packaging; and

  4. contact SmileVital as soon as reasonably possible.

Please do not dispose of damaged packaging until the matter has been resolved where reasonably possible.

Where goods are defective or damaged in circumstances for which the supplier is legally responsible, the customer's statutory rights remain unaffected.

16. Delivery of the Wrong Product

If you receive a product that is different from the product ordered, contact SmileVital as soon as reasonably possible.

Please provide photographs of:

  • the product received;

  • the packaging;

  • the shipping label; and

  • your order confirmation.

SmileVital will investigate the issue and provide the applicable remedy in accordance with South African law and our Returns, Refunds & Exchanges Policy.

17. Shipping Charges

Applicable shipping charges will be displayed to the customer during the checkout process before the order is completed.

Any applicable delivery fee will be communicated to the customer before payment is made.

18. Public Holidays and Peak Periods

Delivery times may be longer during:

  • South African public holidays;

  • Black Friday;

  • Cyber Monday;

  • Christmas and New Year periods;

  • major promotional campaigns;

  • periods of unusually high order volumes; and

  • other periods of increased courier demand.

Where reasonably possible, SmileVital will communicate significant anticipated delays to affected customers.

19. Events Outside Our Reasonable Control

SmileVital will not be responsible for delays or failures caused by circumstances that are genuinely outside our reasonable control, to the extent permitted by applicable law.

These may include, without limitation:

  • natural disasters;

  • severe weather;

  • flooding;

  • fires;

  • national emergencies;

  • civil unrest;

  • strikes;

  • road closures;

  • major infrastructure failures;

  • widespread courier disruptions;

  • power or telecommunications failures;

  • government restrictions;

  • acts of terrorism;

  • epidemics or pandemics;

  • war or similar events; or

  • other extraordinary circumstances outside SmileVital's reasonable control.

This clause does not mean that SmileVital can avoid its legal obligations to consumers where South African law requires a particular remedy.

20. Delivery Risk and Consumer Rights

SmileVital will comply with applicable South African consumer-protection legislation concerning delivery and the risk associated with goods before delivery.

Nothing in this Shipping Policy is intended to:

  • remove a consumer's statutory rights;

  • waive a right that cannot legally be waived;

  • exclude SmileVital's legal responsibilities as a supplier; or

  • prevent a consumer from exercising a remedy available under South African law.

Where there is a conflict between this policy and a mandatory legal requirement, the mandatory legal requirement will prevail.

21. Estimated Delivery Time Is Not a Guarantee

The 8–11 business-day timeframe is an estimate intended to help customers plan for delivery.

Although SmileVital and its courier partners aim to deliver within this period, unforeseen circumstances can cause delays.

Customers should therefore avoid relying on the estimated delivery timeframe for an event, birthday, holiday or other date where delivery by a specific date is essential unless SmileVital has expressly confirmed that date in writing.

22. Contact Us

For shipping and delivery enquiries, please contact:

SmileVital
Email: [EMAIL ADDRESS]
Website: SmileVital online store
Country: South Africa

When contacting us about an order, please include your order number so that we can assist you as efficiently as possible.

23. Changes to This Shipping Policy

SmileVital may update this Shipping & Delivery Policy from time to time to reflect changes to:

  • our delivery arrangements;

  • courier services;

  • business operations;

  • applicable legislation; or

  • our shipping procedures.

The latest version published on the SmileVital website will apply to future orders, subject to applicable law.

24. Important Legal Notice

This Shipping & Delivery Policy is intended to provide clear information to customers and to operate consistently with applicable South African law, including the Consumer Protection Act 68 of 2008 and other applicable legislation.

Nothing in this policy is intended to exclude, restrict or waive a consumer right that cannot lawfully be excluded, restricted or waived.

SmileVital recommends obtaining independent legal advice before publishing this policy to ensure that it accurately reflects the business's specific fulfilment arrangements, supplier relationships and courier agreement.