Shipping policy

Last Updated: 23 August 2026

At Vivonu, operated by Vivonu Pty Ltd, 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, or replace any rights available to consumers under applicable South African law.

1. Where We Deliver

Vivonu currently offers delivery to addresses throughout South Africa, subject to courier coverage, product availability, product type, and applicable delivery restrictions.

Delivery availability may depend on factors including:

Delivery destination
Product type
Parcel size and weight
Courier coverage
Product availability
Special handling requirements
Accessibility of the delivery location
Warehouse or fulfilment location

Some remote, regional, or outlying areas may have limited courier coverage or require additional delivery time.

International Orders

Vivonu primarily serves customers within South Africa.

Where international delivery is available for a particular order or destination, applicable shipping charges, estimated delivery times, customs requirements, import restrictions, and other conditions will be communicated during checkout or where reasonably possible before dispatch.

For inquiries regarding delivery outside South Africa, please contact:

Email: support@vivonu.co.za
Telephone: +27 79 794 8079

Please contact us before placing an international order if delivery to your destination is not available during checkout.

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 currently offers the following general delivery options within South Africa.

Standard Delivery

Shipping fee: R130 per order

Estimated delivery timeframe: approximately 3–5 business days

Standard Delivery is suitable for most domestic orders and delivery destinations.

Express Delivery

Shipping fee: R285 per order

Estimated delivery timeframe: approximately 1–2 business days

Express Delivery is available where supported by the applicable courier, destination, product, and fulfilment location.

Free Standard Delivery

Vivonu offers Free Standard Delivery on qualifying South African orders of R770 or more.

Where the order qualifies, the Standard Delivery charge will be reduced to R0.00 during checkout.

Free Standard Delivery does not automatically upgrade an order to Express Delivery.

The availability of a particular delivery method remains subject to courier coverage, product characteristics, fulfilment location, and any special delivery requirements displayed during checkout.

4. Delivery Timeframes

The delivery timeframes displayed by Vivonu are estimates and may depend on:

Your 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
Exceptional courier or operational conditions

As a general guide:

Standard Delivery: approximately 3–5 business days

Express Delivery: approximately 1–2 business days

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 to you regarding your order will take precedence over these general guidelines.

Delivery estimates are not guarantees unless expressly stated as guaranteed.

Vivonu will nevertheless fulfil orders in accordance with applicable legal requirements.

5. Shipping Charges

For ordinary domestic orders, Vivonu currently applies the standard shipping rates set out in this Shipping Policy.

For certain products or exceptional delivery requirements, shipping costs may also be affected by factors such as:

Delivery destination
Parcel dimensions
Parcel weight
Number of products
Courier provider
Delivery method
Remote-area requirements
Special handling requirements
Large or bulky products

The applicable delivery charge will normally be displayed before you complete payment.

Where the shipping amount displayed during checkout differs from a general rate stated in this Shipping Policy because of a specific product, destination, promotion, or delivery arrangement, the checkout amount will apply to that order.

Vivonu may also offer:

Free delivery
Reduced shipping rates
Promotional delivery offers
Free delivery above a qualifying order value

Any applicable conditions will be communicated with the relevant offer.

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, you may receive tracking or delivery information by:

Email
SMS
Courier notification
Customer account
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 your tracking information has not updated for an unusually long period, please 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 your order, please verify:

Full name
Street address
Complex or building name where applicable
Unit number where applicable
Suburb
City or town
Province
Postal code
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:

Your 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 where applicable
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:

Your 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
Any damaged components
Any missing components

Please retain the product and packaging while the matter is being investigated.

support@vivonu.co.za

Please include:

Your 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:

Your 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

Where Vivonu makes international delivery available, additional requirements may apply.

These may include:

International shipping charges
Customs clearance
Import duties
Import VAT or taxes
Customs processing fees
Destination-country restrictions
Product import requirements
Extended delivery times

Unless expressly stated otherwise, the recipient may be responsible for destination-country customs duties, taxes, or import fees where legally applicable.

Vivonu cannot guarantee customs-clearance times because customs procedures are controlled by the relevant authorities.

Products may also be subject to destination-country import restrictions.

International delivery availability will be determined through the options provided during checkout or on a case-by-case basis.

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

The standard qualifying threshold currently applicable for Free Standard Delivery within South Africa is R770, unless a different promotional threshold is expressly communicated.

Shipping promotions 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.

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 South African law.

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
Courier arrangements
Fulfilment providers
Product categories
Delivery areas
Shipping charges
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 inquiries, please contact:

Vivonu Pty Ltd
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.