Shipping Policy
Shipping Policy
At Pollinate That, we work with a global print on demand partner to bring our designs to life. Every item is produced specifically for you once your order is placed, which means our shipping process differs from a standard retail store. Please read this Shipping Policy carefully before placing your order, as it forms part of your agreement with us and should be read together with our Terms and Conditions and Returns and Exchanges Policy.
1. Where We Ship
We ship both locally within South Africa and internationally to most countries worldwide, including the United States, United Kingdom, Germany, Canada, Australia, the Netherlands, Sweden, Norway, and Finland. If you are unsure whether we ship to your country, please contact us at hello@pollinatethat.com before placing your order. We reserve the right to restrict shipping to certain regions or countries at our discretion, including areas where our fulfilment partner cannot deliver reliably or where import restrictions apply.
2. How Our Fulfilment Works
Our products are made to order by our print on demand partner. This means every item is printed, produced, and dispatched from one of our partner's global production facilities once your order has been placed and payment has been confirmed. Orders may be fulfilled from facilities located in the United States, Europe, the United Kingdom, or elsewhere, depending on the product and your delivery destination. This model allows us to offer a wide range of designs without holding stock, but it also means our total delivery timeframe includes both a production period and a shipping period.
3. Production Times
Each order goes through a production period before it is dispatched. Production includes printing, stitching or assembly where applicable, quality checks, and packaging.
Average production time is 2 to 7 business days from the date of payment confirmation. During sale events, product launches, or peak periods such as Black Friday, Christmas, or Mother's Day, production times may extend to 7 to 10 business days.
Orders placed on weekends or public holidays will enter the production queue on the next available business day. You will receive an email notification with your tracking details once your order has been dispatched from the production facility.
We do not guarantee same day or next day production or dispatch under any circumstances.
4. Shipping Times
Shipping time begins once your order has been dispatched from the production facility. Estimated shipping timeframes are as follows.
South Africa: 7 to 21 business days from dispatch Africa excluding South Africa: 10 to 25 business days from dispatch United States and Canada: 4 to 10 business days from dispatch United Kingdom: 4 to 10 business days from dispatch Europe including Germany, Netherlands, Sweden, Norway, and Finland: 5 to 15 business days from dispatch Australia and New Zealand: 10 to 20 business days from dispatch Asia: 10 to 25 business days from dispatch Rest of the world: 14 to 30 business days from dispatch
These timeframes are estimates only and are provided by our fulfilment and courier partners. They do not include the production period. Your total delivery time is the production time plus the shipping time.
International shipping times can vary significantly due to factors including customs processing, local postal infrastructure, public holidays in the destination country, and global shipping volumes. We are not liable for delays beyond our reasonable control.
5. Shipping Costs
Shipping costs are calculated at checkout based on the product, your delivery address, and the weight and dimensions of your order. All shipping costs are displayed clearly before you confirm your order.
Shipping rates are set by our fulfilment partner and may vary between products and destinations. Some orders may be split into multiple shipments if items are produced at different facilities, and shipping will be charged accordingly.
Shipping fees are non refundable once your order has been dispatched, except in cases where the fault lies entirely with us or our fulfilment partner, such as dispatching an incorrect, defective, or misprinted item.
6. Tracking Your Order
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your parcel. It is your responsibility to monitor your tracking information and ensure you are available to receive your delivery.
Tracking information may take up to 48 hours to update after dispatch. If your tracking has not updated within 72 hours of receiving your shipping confirmation, please contact us at hello@pollinatethat.com and we will investigate on your behalf.
Please note that tracking visibility may be limited for certain international destinations depending on the courier partner and local postal service in your country.
7. Customs, Import Duties and Taxes
Because our products are fulfilled from global production facilities, orders shipped across borders may be subject to customs inspection and import duties, taxes, or fees levied by the destination country's customs authority. This applies to South African customers whose orders are fulfilled from international facilities, as well as international customers generally.
These charges are entirely outside of our control and are the sole responsibility of the recipient. We are unable to predict, calculate, or cover these costs on your behalf.
Customs fees vary widely by country and are determined by local import regulations, the declared value of the parcel, and the product category. We strongly recommend that you research the applicable customs regulations in your country before placing an order.
Our fulfilment partner is legally required to accurately declare the contents and value of all international parcels on customs documentation. We will not falsify customs declarations, mark parcels as gifts, or under declare values under any circumstances. Any request to do so will be declined.
If a parcel is held by customs, delayed, seized, or returned due to unpaid duties, incorrect documentation provided by the customer, or refusal to pay applicable fees, we will not be liable for any loss, delay, or additional costs incurred. In the event that a parcel is returned to our fulfilment partner due to customs issues, we will contact you to discuss reshipment options. Reshipment will be at the customer's cost.
8. Shipping Addresses
It is your sole responsibility to ensure that the shipping address provided at checkout is accurate, complete, and correctly formatted. This includes the correct unit or apartment number, street address, suburb, city, postal code, and country.
Our fulfilment partner does not verify addresses before dispatch. We are not responsible for orders that are lost, delayed, or undeliverable due to an incorrect or incomplete address provided by the customer. In such cases, we will not issue a refund for the order or the shipping cost. If the parcel is returned to the fulfilment facility, reshipment will be offered at the customer's cost.
If you need to change your shipping address after placing an order, you must contact us at hello@pollinatethat.com immediately. Once an order has entered production, address changes may not be possible.
9. Failed and Unsuccessful Deliveries
If a delivery attempt is unsuccessful because you were not available to receive it, most couriers will leave a notification card or send a message with instructions for redelivery or collection from a depot. It is your responsibility to follow up on missed delivery notifications promptly.
If a parcel is returned to our fulfilment partner due to an incorrect address provided by the customer, failure to collect from a depot within the required timeframe, refusal of delivery by the recipient, or inability to locate the address, we will contact you upon notification of the returned parcel. Reshipment will be arranged at your cost. If you choose not to have the parcel reshipped, a refund for the product value only will be issued, minus the original shipping cost and any return shipping fees incurred.
10. Lost or Damaged Parcels
Lost Parcels
A parcel is considered lost if it has not been delivered within the following timeframes from the date of dispatch, and tracking shows no movement.
Domestic and regional shipping: 30 business days International shipping: 40 business days
If you believe your parcel is lost, please contact us at hello@pollinatethat.com within 30 days of the estimated delivery date with your order number and tracking details. We will open an investigation with our fulfilment partner and the courier on your behalf. Investigations can take 5 to 15 business days to conclude. We will not issue a replacement or refund until the investigation has been completed and the loss has been confirmed.
Damaged or Misprinted Parcels
If your order arrives damaged, defective, or misprinted, you must photograph the damaged packaging, the damaged item, and the shipping label. Report the issue to us within 30 days of delivery by emailing hello@pollinatethat.com with your order number, clear photographs, and a description of the issue.
Failure to report damage within 30 days will affect your eligibility for a resolution. Where the damage, defect, or misprint is confirmed with our fulfilment partner, we will offer a free replacement or a refund at our discretion, in line with our Returns and Exchanges Policy.
11. Shipping Restrictions
Certain products may be subject to shipping restrictions based on their size, weight, or the regulations of the destination country. Our fulfilment partner may also restrict shipping of specific products to specific regions. If any item in your order cannot be shipped to your location, we will notify you promptly and offer an alternative or a full refund for the affected item.
We do not ship to PO Boxes for orders requiring a signature on delivery. If a PO Box address is provided and delivery is not possible, the parcel may be held at the nearest depot or returned to our fulfilment partner. Additional costs for redelivery will be the customer's responsibility.
12. Split Shipments
If your order contains multiple items, they may be produced at different facilities depending on the product type and your delivery destination. In this case, your order may be shipped in separate parcels, arriving at different times and potentially with different tracking numbers. Each parcel will have its own shipping confirmation email.
This is not a defect. It is a standard part of our print on demand fulfilment model.
13. Shipping During Peak Periods
During periods of high order volume, including but not limited to Black Friday, Cyber Monday, seasonal sales, Mother's Day, Father's Day, and holiday periods, production and shipping times may be significantly longer than usual. We will communicate any expected delays on our website and via email where possible. We appreciate your patience during these periods and strongly encourage you to place orders well in advance if you require delivery by a specific date.
We do not guarantee delivery by a specific date under any circumstances, including during promotional events or festive seasons.
14. Changes to This Policy
We reserve the right to update or amend this Shipping Policy at any time. Changes will be posted on our website with an updated effective date. Your continued use of our website following any changes constitutes your acceptance of the updated policy. We encourage you to review this policy before placing each order.
15. Contact Us
If you have any questions about your shipment or this Shipping Policy, please do not hesitate to contact us.
Pollinate That hello@pollinatethat.com +27 60 350 8804 Cape Town, South Africa
We aim to respond to all shipping enquiries within 2 business days.
Effective Date: April 2026