SHIPPING AND DELIVERY POLICY – HYENA
Last Updated: August 2026
Website: https://hyena.co.za
1. DELIVERY TERRITORY
1.1. Hyena (a division of Been There Enterprises (Pty) Ltd) currently delivers physical merchandise exclusively to valid street addresses within the Republic of South Africa.
1.2. International shipping is not currently offered. Should international delivery become available, applicable customs, duties, taxes, and shipping rates will be calculated at checkout.
2. DELIVERY ADDRESS REQUIREMENTS
2.1. Customers must supply a complete physical street address at checkout, including:
– Recipient Full Name & Active Mobile Contact Number
– Street Number, Street Name, and Suburb
– City/Town, Province, and Postal Code
– Specific delivery instructions (e.g., gate access codes, complex/building names)
2.2. Courier providers cannot deliver to P.O. Boxes. Orders with P.O. Box delivery addresses will be placed on hold until a physical address is provided.
3. ORDER PROCESSING & DISPATCH TIMELINES
3.1. Standard In-Stock Items: Orders are processed following payment confirmation. Standard dispatch occurs within 2 to 4 business days (excluding weekends and South African public holidays).
3.2. Limited Edition Drops & Pre-Orders: Products marked as pre-orders, custom limited-edition drops, or made-to-order garments carry specific production lead times displayed on the relevant product page.
3.3. Multi-Vendor Fulfillment: Because third-party artist merchandise may be fulfilled directly from an artist’s inventory holding, items within a single order may be dispatched in separate parcels from different locations. You will not incur additional delivery charges for vendor-split fulfillments initiated by Hyena.
4. ESTIMATED TRANSIT TIMES
Once dispatched, estimated delivery timelines via our courier partners (e.g., The Courier Guy) are as follows:
– Main Centres (Johannesburg, Pretoria, Cape Town, Durban, Gqeberha, Bloemfontein): 1 to 3 business days.
– Regional & Outlying Areas: 3 to 5 business days.
– Remote / Farm / Township Areas: Up to 5 to 7 business days.
Note: Transit times are estimates and may be subject to delays during high-volume sales periods, severe weather, or courier network disruptions.
5. DELIVERY FEES
5.1. Standard flat-rate or dynamic live courier shipping rates are calculated at checkout based on the delivery destination and parcel volumetric weight.
5.2. Promotional free-delivery thresholds (if applicable) will be explicitly displayed at checkout.
6. PARCEL TRACKING & DISPATCH NOTIFICATIONS
6.1. Upon parcel dispatch, an automated email and/or SMS notification containing a courier waybill tracking link will be sent to the contact details provided at checkout.
6.2. If you do not receive a tracking link within 4 business days of order confirmation, please contact our support team at [email protected].
7. DELIVERY ATTEMPTS & RE-DELIVERY FEES
7.1. Couriers will attempt delivery to the provided address during standard business hours (08:00 to 17:00, Monday to Friday).
7.2. The customer or an authorized representative (e.g., security guard, reception) must be available to receive and sign for the parcel.
7.3. If delivery fails due to an incorrect/incomplete address, refusal of delivery, or repeated unresponsiveness after courier contact, any additional courier re-delivery or return-to-sender charges incurred may be billed to the customer before re-dispatch.
8. VISIBLE TRANSIT DAMAGE & INCORRECT ORDERS
8.1. Inspection: Customers are required to inspect parcels upon receipt.
8.2. Transit Damage: If a parcel arrives visibly crushed or damaged, please take clear photos of the outer box/flyer, shipping label, and damaged contents within 48 hours of receipt and contact [email protected].
8.3. Incorrect Items: If an incorrect size or garment is delivered due to our error, Hyena will arrange and pay for courier collection and exchange at zero additional cost to the customer.
9. LOST PARCELS & DELIVERY DISPUTES
9.1. If tracking indicates a parcel is “Delivered” but you have not received it, please check with household members, security, or building reception prior to logging a query.
9.2. If a parcel is confirmed lost in transit after courier investigation, Hyena will immediately arrange for a replacement to be dispatched (subject to stock availability) or issue a full refund.
10. RISK AND OWNERSHIP
In accordance with South African consumer law, risk of loss or damage to goods remains with Hyena until the parcel has been physically delivered to and accepted at the provided address.
11. SHIPPING CUSTOMER SUPPORT
For all shipping, tracking, and delivery queries, contact:
Been There Enterprises (Pty) Ltd t/a Hyena
Email: [email protected]
Operating Hours: Monday – Friday: 08:30 – 16:30