Shipping policy

At Dualora™, we take pride in handling every order with care. Please review our shipping policy below to understand delivery timelines, tracking procedures, and courier terms for your order.

1. Delivery Timelines

  • Fulfillment & Delivery Time: All orders placed on Dualora™ take approximately 8 to 11 business days to arrive at your door from the date of dispatch.

  • Business Days: Business days are Monday through Friday, excluding South African public holidays.

  • Order Processing: Orders placed on weekends or public holidays will begin processing on the following business day.

2. Courier Partner & Store-to-Door Delivery

  • We partner with Aramex South Africa (Store-to-Door Courier) to deliver your package directly to your provided physical address (home or office).

  • Physical Address Required: Aramex delivers to physical street addresses across South Africa. We cannot deliver to P.O. Boxes or Postal Agencies. Please ensure your street address, suburb, postal code, and recipient contact number are entered accurately at checkout.

3. Order Tracking

Once your order has been dispatched from our warehouse, you will receive an automated shipping confirmation via email/SMS containing your Aramex Waybill / Tracking Number. You can track your parcel's progress directly on the Aramex South Africa Tracking Portal.

4. Courier Delays & Limitation of Liability

While we make every effort to ensure your order arrives within our estimated 8 to 11 business day window:

  • Third-Party Delays: Dualora™ utilizes independent third-party courier services (Aramex). Once a parcel has been collected by the courier, delivery schedules, routing, and potential transit delays are managed by Aramex and are outside of Dualora’s direct control.

  • Limitation of Liability: To the fullest extent permitted by South African law, Dualora™ is not liable for indirect delivery delays caused by unexpected courier backlog, extreme weather conditions, road closures, strikes, power outages/load shedding disruptions, remote area access challenges, or incorrect delivery details provided by the customer.

  • Support: In the event of an extended delay, please contact us via our Contact Us form. We will actively contact Aramex on your behalf to escalate and trace your package.

5. Failed Deliveries & Incorrect Addresses

  • Customer Responsibility: Please double-check your shipping address and telephone number before submitting your order.

  • Unclaimed or Returned Packages: If Aramex is unable to deliver your package due to an incorrect/incomplete address, failed delivery attempts, or refusal to accept the package, the parcel will be returned to our facility. The customer will be responsible for any additional courier re-delivery fees required to re-ship the order.

6. Contact & Shipping Support

If you have any questions regarding your shipping status or tracking information, please reach out to us:

  • Customer Support: Via the Contact Us form on our website

  • Business Hours: Monday – Friday, 08:00 – 17:00 (SAST)

  • Location: South Africa