​​​Shipping Process

• We partner with reputable third-party courier services (e.g, Fastway Couriers) to handle all shipments.

• Orders are processed and prepared for shipment within 1-2 business days after payment confirmation.

• Once your order is handed over to the courier, you will receive a tracking number via email to monitor the shipment.

• Delivery times are estimates only and may vary based on location, courier performance, and external factors (e.g., weather, strikes). We aim for delivery within 3-4 business days in major South African areas, but we do not guarantee specific delivery dates or times.

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Delivery Options and Fees

• Standard Delivery: To your provided address (residential or business).

• Collection: Not currently offered; all orders are delivered via courier.

• Shipping fees are calculated at checkout.  Fees are non-refundable except in cases of order cancellation before shipment.

• We deliver within South Africa only. International shipping is not available.

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Customer Responsibilities

• Provide accurate and complete delivery details (full name, address, phone number). Incorrect information may result in delays, failed delivery, or additional fees, for which you are solely responsible.

• Ensure someone is available to receive the parcel at the delivery address. If no one is available, the courier may attempt redelivery (at their discretion) or require collection from a depot, potentially incurring extra costs payable by you.

• Inspect the parcel upon receipt for any visible damage or tampering before signing. By signing or accepting delivery, you confirm the parcel is in good condition.

• Report any issues (e.g., non-delivery, damage) directly to the courier using the tracking number, as they handle transit-related claims.

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Risk Transfer and Liability

To protect our business from risks associated with third-party couriers, the following applies:

• Risk Passes to You: Once we hand over your order to the courier at our warehouse, the risk of loss, theft, damage, or delay transfers to you (the customer). We are not liable for any issues occurring during transit or delivery.

• No Liability for Courier Actions: We select reliable couriers but are not responsible for their performance, including theft, damage, loss, or delays caused by them, their employees, or external events (e.g., accidents, hijackings, weather). Any claims for such issues must be directed to the courier, who may have their own liability limits or insurance (check their terms).

• Limitation of Our Liability: In line with the CPA, we are not liable for indirect, consequential, or special damages arising from shipping issues. Our maximum liability (if any) is limited to the order value or a refund/replacement at our discretion. We exclude liability for gross negligence or willful misconduct only to the extent permitted by law.

• Force Majeure: We are not liable for delays or failures due to events beyond control (e.g., natural disasters, strikes, pandemics).

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Insurance Recommendation

• Parcels are not automatically insured by us against theft, loss, or damage during transit.

• Fastway Courier do offer shipping insurance on all parcels as standard. You are able to claim the net cost to purchase/repair up to R1,000 per barcoded label if the contents of a parcel have either been lost or damaged while in transit within the Fastway network.

• Kindly see Fastway Couriers T&C's on their website for more information.

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Handling Damage, Theft, or Loss

• Damaged or Tampered Parcels: If the parcel arrives damaged, refuse acceptance if possible and contact the courier immediately. For accepted parcels, notify the courier ASAP with photos and details.

• Lost or Stolen Parcels: Track your order via the provided number. If undelivered, contact the courier to file a claim. We may assist by providing proof of handover but are not obligated to investigate or compensate.

• Our Assistance: We will reasonably cooperate with you and the courier (e.g., providing shipment proof) but bear no liability or cost for resolutions. Refunds or replacements are at our sole discretion and only if we determine the issue occurred before handover.

• Courier Claims: Couriers typically have time limits for claims (e.g., 7-30 days). It is your responsibility to adhere to their processes. Successful claims are paid by the courier, not us.

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Refunds and Cancellations

• If an order is canceled before handover to the courier, we will refund the full amount (minus any non-refundable fees).

• Post-handover cancellations are not possible; returns follow our separate Returns Policy.

• No refunds for shipping fees if delivery fails due to customer error (e.g., wrong address).

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Return Policy

We hope you love what we made for you! All items are randomly selected from the beads you receive in your scoop and sold as one complete box. Individual items cannot be returned or exchanged. A refund of the entire order will be required.

Items that cannot be returned include:

• Individual items from the box

• Used or stained clothing

• Products damaged due to negligence

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Upon receiving your box, if the quality of the products do not meet your expectations, then you can request a refund. If you would like to return your box, then the responsibility for the courier costs are on you. Kindly email us on sales@babyroo.co.za for assistance and to have this arranged. Alternatively, make contact with us through our "Contact Us" form on our website.

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Lead Times

Our products are specially made to order. So, as much as we’d love to get this order to you today, we want your things to be just right. Kindly note: We strive to have your items delivered to your doorstep within 3-5 business days. If for any reason there are any delays (eg. personal matters, courier delays etc), we’ll contact you ASAP to keep you up to date. Sometimes your order might be ready earlier, but we plan ahead for a worst-case scenario. Once we ship your order, you’ll get a mail from us to let you know that it’s on it’s way, together with a tracking number.

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Changes to This Policy

We may update this policy at any time. Changes will be posted on our website with the revised effective date. Continued use of our site after changes constitutes acceptance. This policy aims to minimize our business's exposure to shipping risks by clearly shifting liability to the customer (for risk acceptance) and courier (for transit handling), as commonly practiced in South African e-commerce. It complies with CPA by not unfairly exempting us from all liability, but limiting it reasonably for transit risks beyond our control. For personalized legal advice, consult a South African attorney.