Shipping policy
Last Updated: 7 October 2026
At Vivonu, operated by VIVONU, we aim to provide a reliable, convenient and transparent delivery experience.
This Shipping Policy explains how orders are processed, dispatched, tracked and delivered, as well as how we handle delivery delays, damaged parcels, missing shipments, split shipments, international deliveries and other shipping-related matters.
Nothing in this Shipping Policy is intended to exclude, restrict, waive or replace any mandatory rights available to consumers under applicable law.
1. WHERE WE DELIVER
Vivonu delivers throughout South Africa and to selected international destinations made available through our online checkout.
International delivery may include eligible destinations across Southern Africa, other African markets and selected global markets.
Delivery availability may depend on factors including:
• Delivery destination
• Product type
• Parcel size and weight
• Courier coverage
• Product availability
• Import or export restrictions
• Special handling requirements
• Accessibility of the delivery location
• Warehouse or fulfilment location
• Applicable legal or regulatory requirements
Some remote, regional or outlying areas may have limited courier coverage or require additional delivery time.
The availability of a country through the Vivonu store does not guarantee that every product can legally or practically be shipped to that destination.
Available delivery methods, estimated delivery timeframes and applicable shipping charges will be displayed during checkout where supported.
2. ORDER PROCESSING
Orders are normally processed after successful payment has been received or appropriately authorised.
Vivonu aims to prepare orders for dispatch as quickly as reasonably possible.
Processing times may vary depending on factors such as:
• Product availability
• Order volume
• Weekends
• Public holidays
• Warehouse operations
• Supplier or fulfilment requirements
• Product size
• Special handling requirements
• Payment verification
• Fraud-prevention checks
• Courier availability
Where a specific processing or delivery estimate is shown during checkout, that estimate should be used as the primary estimate for the order.
Processing time and courier transit time may be calculated separately unless expressly stated otherwise.
3. SOUTH AFRICAN DELIVERY OPTIONS
Vivonu provides delivery options throughout South Africa subject to courier coverage, product availability, destination and parcel characteristics.
Available delivery methods may include standard, express and other courier or integrated shipping services made available during checkout.
Shipping fees, delivery estimates and any applicable free-delivery offers will be displayed during checkout.
From time to time, Vivonu may offer free delivery, discounted delivery or promotional shipping subject to qualifying order values, products, destinations or promotional conditions.
The shipping option and amount displayed at checkout for a particular order will apply to that transaction.
4. DELIVERY TIMEFRAMES
Delivery timeframes displayed by Vivonu are estimates and may depend on:
• Delivery address
• Product availability
• Courier capacity
• Selected delivery service
• Warehouse or fulfilment location
• Parcel size and weight
• Whether the destination is a major centre, regional area or outlying area
• Public holidays
• Customs or border procedures for international orders
• Exceptional courier or operational conditions
Certain remote, regional or outlying destinations may require additional delivery time.
Large, bulky, specialised, supplier-fulfilled or special-order products may also require longer processing or delivery periods.
Any delivery estimate specifically displayed during checkout or communicated regarding an order will take precedence over general guidance.
Delivery estimates are not guarantees unless expressly stated as guaranteed.
Vivonu will nevertheless fulfil orders in accordance with applicable legal requirements.
5. SHIPPING CHARGES
Shipping charges are calculated according to the delivery destination, selected shipping service, parcel size and weight, product type, courier provider and other applicable delivery requirements.
The applicable delivery charge will normally be displayed before payment is completed.
Where Shopify or an integrated courier service provides a live or calculated shipping rate, the rate displayed during checkout will apply to that order.
Vivonu may offer:
• Free delivery
• Reduced shipping rates
• Promotional delivery offers
• Free delivery above a qualifying order value
Any applicable conditions will be displayed with the relevant offer or during checkout.
6. COURIER AND LOGISTICS PROVIDERS
Vivonu may use trusted third-party couriers, logistics providers, warehouses, suppliers and fulfilment partners to deliver orders.
The courier used may vary depending on:
• Delivery address
• Product
• Parcel dimensions
• Warehouse location
• Courier availability
• Selected shipping service
• Service coverage
Once an order has been dispatched, customers may receive tracking or delivery information by email, SMS, courier notification, customer account or another appropriate communication method.
Customers should ensure that someone is reasonably available to receive the parcel where required.
7. TRACKING YOUR ORDER
Where tracking is available, tracking information will normally be provided after the parcel has been handed to the courier.
Please allow reasonable time after dispatch for the courier's tracking system to activate or display movement.
Tracking updates are generally generated by the courier and may not always update immediately.
If tracking information has not updated for an unusually long period, contact:
Email: support@vivonu.co.za
Telephone: +27 79 794 8079
Please provide your order number and tracking number where available.
8. DELIVERY ADDRESS
Customers are responsible for providing complete and accurate delivery information.
Before completing an order, please verify:
• Full name
• Street address
• Complex or building name where applicable
• Unit number where applicable
• Suburb
• City or town
• Province, state or region where applicable
• Postal or ZIP code
• Country
• Contact telephone number
Incomplete or incorrect delivery information may result in delays or failed delivery attempts.
If you notice an error after placing your order, contact Vivonu as soon as possible:
support@vivonu.co.za
+27 79 794 8079
We will make reasonable efforts to assist with an address correction where possible.
However, once an order has entered fulfilment or the courier network, we may not be able to change the delivery address.
9. CHANGING YOUR DELIVERY ADDRESS
If you need to change your delivery address after placing an order, contact us immediately.
Please include:
• Full name
• Order number
• Existing delivery address
• Correct delivery address
• Contact telephone number
Address changes are not guaranteed once an order has been processed, packed or dispatched.
A courier redirection fee or additional delivery charge may apply where a change is possible after dispatch and the additional charge results from the requested change.
10. DELIVERY AND RISK
Vivonu will arrange delivery to the delivery address supplied with your order.
Goods remain subject to applicable statutory rules concerning delivery, acceptance and risk.
Where applicable law places responsibility for goods on Vivonu until delivery has been completed or accepted, Vivonu will honour that responsibility.
A tracking status showing delivery may form part of the evidence used to investigate a delivery dispute but will not prevent us from investigating a legitimate report of a missing parcel.
11. RECEIVING YOUR DELIVERY
When receiving your order, we recommend that you:
• Confirm that the parcel is addressed to you
• Check the outer packaging for obvious damage
• Confirm the number of parcels received where practical
• Keep the packaging until you have checked your products
• Report significant damage or discrepancies as soon as reasonably possible
Where practical, a courier may request:
• A signature
• Delivery confirmation
• A one-time PIN
• The recipient's name
• Another reasonable form of delivery acknowledgement
Delivery procedures may differ between courier providers.
12. FAILED DELIVERY ATTEMPTS
A delivery attempt may fail where:
• Nobody is available to receive the parcel
• The address is incorrect or incomplete
• Access to the property is restricted
• The recipient cannot be contacted
• Security or access procedures prevent delivery
• The customer has moved from the delivery address
• Other circumstances prevent the courier from completing delivery
The courier may:
• Attempt delivery again
• Contact the recipient
• Request collection from a courier facility or collection point
• Return the shipment to the sender
Additional delivery or re-delivery charges may apply where legally permissible and where the failed delivery resulted from circumstances reasonably attributable to incorrect information or action by the customer.
Where failed delivery resulted from an error by Vivonu or its fulfilment arrangements, the customer will not be required to bear charges that are legally Vivonu's responsibility.
13. UNCLAIMED OR RETURNED-TO-SENDER PARCELS
A parcel may be returned to Vivonu where:
• Delivery repeatedly fails
• The customer cannot be contacted
• An incorrect address was supplied
• The parcel is not collected from a designated collection point
• Delivery is refused
• The courier is otherwise unable to complete delivery
If a parcel is returned to us, we will contact you where reasonably possible to determine the appropriate next step.
Depending on the circumstances, this may involve:
• Re-delivery
• Address correction
• Cancellation
• Refund
• Additional delivery charges where legally permissible
Any refund or additional charge will be handled in accordance with applicable law and our Returns & Refund Policy.
14. DELAYED DELIVERIES
Although we work with courier and logistics providers to deliver orders efficiently, delays may occasionally occur.
Possible causes include:
• Courier network delays
• High seasonal demand
• Public holidays
• Severe weather
• Road closures
• Accidents
• Incorrect delivery information
• Remote-area delivery
• Warehouse delays
• Supplier delays
• Power or telecommunications disruptions
• Customs or border delays
• Unforeseen operational circumstances
If an order is significantly delayed, please contact:
support@vivonu.co.za
+27 79 794 8079
We will investigate the shipment with the relevant courier, warehouse, supplier or fulfilment provider.
Nothing in this section limits any cancellation, refund or other remedy that may arise under applicable consumer law where an order is not delivered within the agreed or legally applicable period.
15. LOST OR MISSING PARCELS
If your parcel appears to be lost or tracking has stopped updating for an extended period, contact Vivonu so that we can investigate.
Please provide:
• Full name
• Order number
• Tracking number
• Delivery address
• Relevant tracking information
We may open an investigation with the courier or logistics provider.
Customers will not be required to resolve a confirmed courier loss directly with the courier where Vivonu remains legally responsible for fulfilling the order.
Where a parcel is confirmed lost, we will provide an appropriate resolution in accordance with applicable law and the circumstances of the order.
16. TRACKING SHOWS DELIVERED BUT PARCEL IS MISSING
If tracking indicates that your parcel has been delivered but you cannot locate it, please contact us as soon as reasonably possible.
Before contacting us, it may be useful to check:
• Household members
• Reception
• Building management
• Security personnel
• A designated safe place
• A person authorised to receive the parcel
• Neighbours, where appropriate
When contacting us, please provide:
• Order number
• Tracking number
• Delivery address
• Any relevant delivery notifications
We will investigate the delivery with the relevant courier.
17. DAMAGED PARCELS
Please inspect your order as soon as reasonably possible after receiving it.
If the parcel or product arrives damaged, take clear photographs where possible of:
• The outer packaging
• Shipping label
• Damage to the parcel
• Internal packaging
• Damaged product
• Damaged components
• Missing components
Please retain the product and packaging while the matter is being investigated.
Contact:
support@vivonu.co.za
Please include:
• Full name
• Order number
• Product name
• Description of the damage
• Photographs or videos where available
We will assess the matter and provide an appropriate remedy in accordance with our Returns & Refund Policy and applicable consumer law.
18. INCORRECT OR MISSING PRODUCTS
If you receive:
• The wrong product
• The wrong colour, size or variant
• An incorrect quantity
• An incomplete product
• An order with missing items
Please contact:
support@vivonu.co.za
Include:
• Full name
• Order number
• Product involved
• Description of the issue
• Photographs of the parcel and products where reasonably available
We will investigate and provide an appropriate resolution.
19. LARGE, BULKY OR HEAVY PRODUCTS
Certain products may require specialised delivery arrangements.
Examples may include:
• Gym equipment
• Furniture
• Office chairs
• Large electronics
• Appliances
• Large baby equipment
• Other bulky or heavy goods
These products may be subject to:
• Additional shipping charges
• Longer delivery periods
• Special courier requirements
• Scheduled delivery
• Access requirements
• Additional handling procedures
Where applicable, relevant information will be communicated on the product page, during checkout or after the order where further delivery coordination is reasonably necessary.
Customers should ensure that the delivery location is reasonably accessible for the size and nature of the product ordered.
Unless expressly stated, delivery does not automatically include:
• Assembly
• Installation
• Removal of doors or windows
• Electrical installation
• Plumbing work
• Structural modifications
• Removal of old equipment or furniture
Where such services are available, they will be stated separately.
20. MULTIPLE PRODUCTS AND SPLIT SHIPMENTS
Orders containing multiple products may occasionally be fulfilled from different:
• Warehouses
• Suppliers
• Distribution centres
• Fulfilment locations
As a result, one order may arrive in multiple shipments.
You may receive:
• Separate tracking numbers
• Separate courier notifications
• Different delivery dates
Receiving part of an order does not necessarily mean the remaining products are missing.
Where possible, tracking information will be provided for each shipment.
21. THIRD-PARTY SUPPLIERS AND FULFILMENT PARTNERS
Some Vivonu products may be stored, dispatched or fulfilled through third-party suppliers, warehouses or logistics partners.
Where this occurs:
• A parcel may be dispatched from another location
• Processing times may differ
• A different courier may be used
• Products in the same order may arrive separately
Vivonu remains committed to managing customer orders and support in accordance with our contractual and legal obligations.
Customers may contact Vivonu directly for assistance with an order even where a third-party fulfilment provider is involved.
22. SUPPLIER-FULFILLED AND SPECIAL-ORDER PRODUCTS
Certain products may be ordered specifically from a supplier or fulfilled directly by a distribution partner.
These products may have:
• Longer processing periods
• Special delivery estimates
• Different courier arrangements
• Specific availability conditions
Any material delivery information known to us will be communicated where reasonably possible before purchase or as soon as reasonably possible thereafter.
23. INTERNATIONAL ORDERS
Vivonu offers delivery to selected international destinations made available through our online checkout.
International orders may be subject to:
• International shipping charges
• Customs clearance
• Import duties
• Import VAT or taxes
• Customs-processing fees
• Destination-country restrictions
• Product-specific import requirements
• Regulatory requirements
• Extended delivery timeframes
Unless expressly stated otherwise during checkout, the recipient may be responsible for destination-country customs duties, taxes, import VAT or customs-processing charges where legally applicable.
Vivonu cannot guarantee customs-clearance times because customs procedures are controlled by the relevant authorities.
International delivery availability may depend on the destination, product, courier coverage, parcel dimensions, weight and applicable import or export restrictions.
A country being available in the Vivonu store does not necessarily mean that every product can be shipped to that country.
23A. CURRENCY AND INTERNATIONAL CHECKOUT
Vivonu's base store currency is South African Rand (ZAR).
For customer convenience, product prices may be displayed in a selected local currency through an automatic or manually selected currency-conversion service.
Displayed local-currency amounts are indicative unless checkout expressly states otherwise.
Unless otherwise stated during checkout, final transactions are currently processed in South African Rand (ZAR).
A customer's bank, card issuer or payment provider may apply its own:
• Exchange rate
• Currency-conversion margin
• Foreign transaction fee
• International payment fee
• Other applicable charge
Customers should confirm the final currency and amount displayed during checkout before completing payment.
24. CUSTOMS AND IMPORT RESTRICTIONS
Customers placing an international order are responsible for ensuring that products may lawfully be imported into the destination country, except to the extent that applicable law places that responsibility on Vivonu.
Vivonu may decline or cancel an international order where we reasonably determine that:
• The product cannot lawfully be shipped
• Courier restrictions apply
• Customs restrictions prevent fulfilment
• Export or import requirements cannot reasonably be satisfied
Where an order is cancelled by Vivonu before shipment because it cannot lawfully or practically be fulfilled, any payment due for refund will be handled appropriately.
25. DELIVERY OF HIGH-VALUE PRODUCTS
For certain high-value products, additional delivery-security measures may apply.
These may include:
• Signature on delivery
• One-time PIN verification
• Identity or recipient confirmation
• Restricted delivery instructions
The specific process may depend on the courier and product.
Customers should not provide a delivery PIN to another person unless they intend that person to accept delivery on their behalf.
26. SHIPPING PROMOTIONS
Vivonu may occasionally offer promotional shipping such as:
• Free delivery
• Reduced delivery fees
• Free delivery above a minimum spend
Any current free-delivery threshold or promotional shipping offer will be displayed on the Vivonu website or during checkout.
Promotional shipping conditions may change from time to time and may be subject to:
• Minimum order amounts
• Specified delivery areas
• Selected products
• Promotional dates
• Weight or size restrictions
• Special handling requirements
Applicable conditions will be communicated with the relevant promotion or during checkout.
27. SHIPPING AND RETURNS
Returning a product is governed by our Returns & Refund Policy.
Responsibility for return shipping depends on the reason for the return and applicable law.
Different arrangements may apply to:
• Defective products
• Incorrect products
• Damaged products
• Change-of-mind returns
• Statutory cooling-off cancellations
Please do not send products back without first contacting Vivonu for return instructions unless applicable law provides otherwise.
Returns Email: support@vivonu.co.za
28. CONSUMER RIGHTS
Nothing in this Shipping Policy is intended to exclude, restrict, waive or replace any mandatory rights available under applicable law.
For South African transactions, relevant legislation may include:
• Consumer Protection Act 68 of 2008 (CPA)
• Electronic Communications and Transactions Act 25 of 2002 (ECTA)
Where applicable law gives a consumer greater rights than those stated in this policy, the applicable law will prevail.
Vivonu will handle qualifying delivery failures, delays, unavailable products, cancellations and refunds in accordance with mandatory legal requirements.
29. CHANGES TO THIS SHIPPING POLICY
Vivonu may update this Shipping Policy from time to time to reflect changes to:
• Delivery services
• International markets
• Courier arrangements
• Fulfilment providers
• Product categories
• Delivery areas
• Shipping charges
• Currency-display arrangements
• Business operations
• Applicable legislation
The latest version will be published on our website with an updated Last Updated date.
Changes will apply to future orders subject to applicable law.
30. CONTACT VIVONU
For shipping questions, tracking assistance, delivery issues or other order-related enquiries, please contact:
VIVONU
Trading as: Vivonu
Enterprise Type: Private Company
Company Registration Number: 2026/253949/07
Registered Office:
43 Toronto Avenue
Polokwane
Limpopo
0700
South Africa
Customer Support Telephone: +27 79 794 8079
Customer Support Email: support@vivonu.co.za
Website: vivonu.co.za
Please include your order number when contacting us about an existing shipment.
© 2026 VIVONU. Trading as Vivonu. All rights reserved.
