Shipping policy
Kanoodle Shipping Policy
Last updated: 27 July 2026
This Shipping Policy explains how we deliver orders placed on the Kanoodle website (www.kanoodle.co.za). It forms part of the Kanoodle Comprehensive Website Policies.
1. Where We Deliver
Kanoodle delivers to physical addresses within South Africa. We do not currently offer:
• International delivery.
• Customer collection.
• Delivery to an address outside South Africa.
Delivery to farms, mines, informal settlements, remote areas, or other outlying destinations may require special arrangements, additional information, or additional courier charges.
2. Courier
Orders are ordinarily delivered by The Courier Guy. Kanoodle may use another suitable delivery service where reasonably necessary due to coverage, capacity, disruption, or operational requirements.
3. Processing Time
Kanoodle aims to process orders within two business days after successful payment confirmation. Business days exclude Saturdays, Sundays, and South African public holidays. Processing time means the period during which Kanoodle prepares and hands the order to the courier. It does not include the courier’s delivery time.
Processing may take longer during launches, promotions, unusually high order volumes, stock disruptions, or circumstances beyond Kanoodle’s reasonable control. Where a material delay occurs, Kanoodle will endeavour to inform affected customers.
4. Estimated Delivery Time
Delivery periods are estimates and depend on:
• The destination.
• Whether the destination is a main centre, regional area, or remote area.
• Courier routes and operating schedules.
• Weather, road conditions, and other disruptions.
• The accuracy of the delivery information supplied by the customer.
No ordinary deliveries take place on weekends or South African public holidays. Any delivery date or period provided is an estimate unless Kanoodle expressly agrees in writing to a fixed delivery date.
5. Delivery Delays and Public Holidays
Delivery may take longer for:
• Regional or remote destinations.
• High-volume shopping periods.
• Promotional launches.
• Severe weather or road disruptions.
• Courier network disruption.
• Incomplete delivery information.
• Circumstances beyond Kanoodle’s reasonable control.
An order placed shortly before or during a weekend or public holiday will be processed from the next applicable business day.
6. Delivery Charges
The delivery charge will be displayed at checkout before the order is confirmed. Delivery charges may depend on:
• The destination.
• Parcel size or weight.
• The courier service selected.
• Whether the destination is considered remote or outlying.
7. Accurate Delivery Information
The customer must supply a complete and accurate delivery address, recipient name, mobile number, and any access instructions reasonably required for delivery. Kanoodle will not be responsible for delay or additional expense caused by incorrect or incomplete information supplied by the customer, except to the extent that Kanoodle contributed to the problem. The customer should contact Kanoodle immediately if an address error is discovered. Kanoodle cannot guarantee that an address can be changed after the parcel has been dispatched.
Where an order must be redirected or redelivered because of incorrect information, absence of the recipient, or refusal of delivery without lawful cause, the customer may be required to pay reasonable additional courier charges.
8. Tracking
Where tracking is available, tracking information will be provided to the customer electronically. Tracking updates are generated by the courier and may not always appear
immediately. The customer should contact Kanoodle at info@kanoodle.co.za where the tracking information appears materially incorrect or the parcel is substantially delayed.
9. Receiving the Parcel
The customer must ensure that somebody is available at the delivery address to receive the parcel during the courier’s delivery hours. A person who accepts delivery at the supplied address may reasonably be treated as authorised to receive the parcel, unless Kanoodle or the courier has been informed otherwise in advance.
10. Failed Delivery
Where delivery fails because:
• Nobody is available.
• Access is denied.
• The address is incorrect or incomplete.
• The recipient cannot be contacted.
• The customer refuses delivery without lawful cause.
The courier may return the parcel, and the customer may be charged reasonable additional courier charges for redelivery. This does not apply where the delivery failure resulted from Kanoodle’s or the courier’s fault.
11. Delayed Parcels
Where an order is delayed, Kanoodle will make reasonable efforts to investigate and obtain an update from the courier. A courier delay does not automatically cancel the order. However, the customer retains any cancellation or other rights available under applicable law. ECTA requires suppliers to execute an order within 30 days unless another period has been agreed. If the supplier fails to perform within the applicable period, statutory cancellation rights may arise.
12. Lost Parcels
A parcel will not be regarded as permanently lost merely because a tracking update is delayed. Where a parcel appears lost, Kanoodle will investigate with the courier. If the investigation confirms that the parcel was lost before delivery, Kanoodle will, subject to stock availability and the customer’s lawful election, resend the affected products or issue the appropriate refund. The customer will not be required to bear the loss of goods that were lost before delivery.
13. Damaged or Tampered Parcels
Customers should inspect the parcel and products as soon as reasonably possible after delivery. Where the outer packaging or products are damaged, leaking, broken, or appear tampered with, the customer should:
1. Retain the parcel, all products, and packaging.
2. Take clear photographs of the outer packaging, courier label, and affected products.
3. Locate the order confirmation or other proof of payment.
4. Open a case by emailing info@kanoodle.co.za, including the customer’s name, order number, description of the problem, photographs, and proof of purchase or payment.
Kanoodle may require the affected product to be returned or made available for courier inspection. This assists Kanoodle in investigating the claim with the courier. It does not remove any statutory right that the customer may have.
14. Incorrect or Incomplete Orders
Where the customer receives an incorrect product or an order is incomplete, the customer should email info@kanoodle.co.za promptly with the order number and photographs. Once verified, Kanoodle will arrange an appropriate correction at no additional cost to the customer.
