Shipping policy

VIRTUALITY — SHIPPING POLICY

This Shipping Policy explains how Virtuality processes and delivers orders placed through our online store.

1. ORDER PROCESSING

Orders are processed after successful payment has been received and verified.

Processing times may vary depending on:

Order volume;
Product availability;
Promotional periods;
Product launches;
Public holidays; and
Circumstances outside Virtuality's reasonable control.

Orders may take additional time to process during major launches, sales, promotions and holiday periods.

2. DELIVERY

Virtuality currently delivers orders within South Africa using third-party courier and delivery providers.

Delivery times are 3-6 Business days.

Once your order has been dispatched, you may receive tracking information where tracking is available.

3. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address and valid contact information.

Virtuality is not responsible for delays, failed deliveries or additional delivery charges resulting from:

Incorrect addresses;
Incomplete addresses;
Incorrect contact information;
Unavailable recipients;
Failure to respond to courier communications; or
Other circumstances attributable to the customer.

Where a parcel must be re-dispatched because incorrect information was provided by the customer, additional delivery charges may apply.

4. DELIVERY DELAYS

Although Virtuality and its delivery partners make reasonable efforts to deliver orders within the estimated timeframe, delays can occur.

Possible causes include:

Courier delays;
Severe weather;
Public holidays;
High order volumes;
Operational disruptions;
Address-related issues;
Unforeseen events; or
Other circumstances beyond Virtuality's reasonable control.

A delivery estimate is therefore not a guarantee of delivery on a particular date.

5. LOST OR DAMAGED ORDERS

If your order appears to have been lost, substantially delayed or arrives damaged, contact Virtuality as soon as reasonably possible.

Virtuality may work with the relevant courier to investigate the shipment and determine the appropriate resolution.

Where Virtuality or the courier is responsible for damage or loss, Virtuality will provide the applicable remedy in accordance with the circumstances and applicable law.

6. DELIVERY ATTEMPTS

Couriers may make one or more delivery attempts depending on their operational procedures.

If the customer is unavailable or cannot be reached, the courier may return the parcel to Virtuality or its designated logistics facility.

Additional delivery charges may apply where a second delivery is required due to circumstances attributable to the customer.

7. SHIPPING COSTS

Shipping charges, where applicable, will be displayed during the checkout process before the customer completes the purchase.

Shipping charges may vary according to:

Delivery destination;
Order size or weight;
Promotional offers;
Courier service selected; and
Other applicable delivery conditions.

8. INTERNATIONAL SHIPPING

Unless expressly stated otherwise on the Virtuality website, Virtuality does not guarantee international shipping availability.

Where international shipping is offered, the customer may be responsible for applicable customs duties, import taxes, clearance fees and other charges imposed by the destination country.

These charges are outside Virtuality's control.

9. ORDER CANCELLATIONS

Once an order has entered processing or has been dispatched, cancellation may not be possible.

If cancellation is requested before processing has begun, Virtuality may attempt to accommodate the request but cannot guarantee that cancellation will be possible.

Any cancellation will remain subject to applicable consumer law.