Shipping policy

Shipping Policy

Last updated: 4 September 2026

1. Introduction

Thank you for shopping with True Muscle Culture (“TMC”, “we”, “us” and “our”).

This Shipping Policy explains our processing times, delivery methods, charges, tracking and responsibilities relating to delivery.

It must be read together with our Terms of Service and Returns and Refund Policy.

Nothing in this Policy excludes, restricts or limits any right available under South African law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

2. Order processing

Orders are ordinarily processed within one to three business days after payment has been successfully received or authorised.

Business days exclude Saturdays, Sundays and South African public holidays.

Orders placed over a weekend or public holiday will ordinarily begin processing on the next business day.

Processing may take longer during:

  • Product launches;

  • Promotional periods;

  • Peak shopping seasons;

  • Public-holiday periods;

  • Unexpected stock shortages; or

  • Circumstances beyond our reasonable control.

If a material delay affects your order, we will notify you as soon as reasonably possible.

Processing time is separate from courier delivery time.

3. Delivery destinations

We deliver to serviceable addresses within South Africa using the delivery options displayed at checkout.

International delivery may be offered to selected destinations. The availability of international delivery will be confirmed at checkout or directly by us before the order is accepted.

We may be unable to deliver to certain remote, restricted or unsupported locations. If we cannot fulfil delivery to the address provided, we will contact you to arrange an alternative delivery method or provide an appropriate refund.

4. Shipping rates

Shipping charges are calculated and displayed at checkout based on factors that may include:

  • Delivery destination;

  • Selected delivery method;

  • Parcel weight and dimensions;

  • Product eligibility;

  • Courier availability; and

  • Any active free-delivery promotion.

You will have an opportunity to review the available delivery options and applicable charges before placing your order.

5. Estimated delivery times

Our ordinary estimated delivery times after dispatch are:

  • Standard delivery: 1–7 business days

  • Express delivery: 1–5 business days

These periods are estimates and are not guaranteed delivery dates unless we expressly agree to a specific date in writing.

Delivery times may vary because of the destination, courier capacity, severe weather, public holidays, customs processing, civil disruption or other circumstances beyond our reasonable control.

Unless a different period has been expressly agreed, orders will be executed within the period prescribed by ECTA.

6. PUDO delivery

PUDO delivery may be available for eligible products and destinations.

Available PUDO options may include:

PUDO Locker-to-Locker

Your parcel is delivered to a selected PUDO locker for collection.

If using Locker-to-Locker:

  • Select the applicable PUDO delivery option where available;

  • Enter the full address and identifying details of your chosen PUDO locker as instructed during checkout;

  • Ensure that the locker information is accurate before completing payment; and

  • Collect the parcel within the collection period communicated by PUDO or the courier.

PUDO Locker-to-Door

Your parcel enters the PUDO delivery network and is delivered to your nominated street address.

If using Locker-to-Door, enter your complete and accurate home, work or other physical delivery address at checkout.

PUDO eligibility

PUDO availability may depend on:

  • The size and weight of the products;

  • Parcel-locker capacity;

  • The selected destination;

  • Courier coverage; and

  • Whether the entire order qualifies for PUDO delivery.

Where an order contains an item that is not eligible for PUDO, a different courier option may be required for the whole order or the order may need to be delivered separately.

7. Free-delivery promotions

From time to time, we may offer free delivery subject to the conditions displayed with the promotion.

While advertised on our Website, qualifying orders containing three or more eligible TMC towels receive free standard delivery within South Africa.

Unless expressly stated otherwise:

  • The qualifying quantity must be included in one order;

  • The promotion applies only to eligible products;

  • Express and international delivery are excluded;

  • Return, redelivery and address-correction charges are excluded;

  • The promotion cannot be exchanged for cash; and

  • The offer may not be combined with another delivery promotion.

Any minimum quantity or order value will be shown before checkout. If the advertised promotion does not apply correctly at checkout, please contact us before completing your order.

8. Order tracking

Once your order has been dispatched, we will send a shipping-confirmation email containing tracking information where available.

Tracking information may take time to update after the courier collects the parcel.

You are responsible for monitoring tracking notifications and responding to reasonable courier or collection requests.

Please contact us if the tracking information has not updated for an unusual period or indicates a delivery problem.

9. Delivery addresses

You are responsible for providing complete and accurate delivery information, including:

  • Recipient name;

  • Street or locker address;

  • Suburb and city;

  • Postal code;

  • Contact number; and

  • Any access information reasonably required for delivery.

Please review your information carefully before placing the order.

If you notice an error, contact us immediately. We will try to correct the information before dispatch, but we cannot guarantee that changes will be possible after the order enters fulfilment.

If incorrect or incomplete information causes a failed delivery, return or redirection, you may be responsible for reasonable additional charges where permitted by law and disclosed to you.

This section does not limit our responsibility where the delivery problem was caused by us or a courier acting on our behalf.

10. Delivery and transfer of risk

Products remain at our risk until they have been delivered to:

  • You;

  • A person authorised by you to receive the parcel;

  • The delivery address supplied with your order; or

  • Your selected PUDO locker, where Locker-to-Locker delivery was chosen.

Delivery may be confirmed through a signature, courier scan, locker notification, delivery photograph or another reasonable proof-of-delivery method.

Nothing in this section limits any right you may have under the CPA or other applicable law.

11. Unsuccessful delivery attempts

The courier may contact you or attempt delivery using the details supplied with your order.

If delivery cannot be completed because no authorised person is available, the courier may:

  • Attempt delivery again;

  • Arrange collection;

  • Redirect the parcel where possible; or

  • Return the parcel to us.

Reasonable redelivery or return charges may apply where the unsuccessful delivery resulted from incorrect information, failure to respond to the courier or failure to collect the parcel.

We will notify you before requiring payment of any additional charge.

12. Uncollected PUDO parcels

PUDO Locker-to-Locker parcels must be collected within the period stated in the courier’s collection notification.

If a parcel is not collected within that period, it may be removed from the locker and returned to us.

Where an uncollected parcel is returned, we will contact you to arrange redelivery, collection or another appropriate resolution. Reasonable redelivery or return charges may apply where permitted by law.

13. Lost or delayed parcels

Occasional courier delays may occur.

If your parcel appears significantly delayed or lost, please contact us. We will assist by investigating the delivery and lodging an enquiry with the courier where appropriate.

We will not require you to resolve a courier failure alone where the courier was appointed by us.

Where an order cannot be delivered within the agreed or legally required period, your cancellation and refund rights will be handled in accordance with ECTA, the CPA and our Terms of Service.

14. Damaged deliveries

If your order arrives visibly damaged, please contact us as soon as reasonably possible.

Where practical, provide:

  • Your order number;

  • A description of the damage;

  • Photographs of the damaged product;

  • Photographs of the packaging; and

  • Any relevant courier information.

We request that visible delivery damage be reported within seven days so that we can investigate it promptly.

Failure to notify us within seven days does not automatically remove any statutory right you may have under the CPA or other applicable law.

Damaged or defective products will be handled in accordance with our Returns and Refund Policy.

15. Incorrect or incomplete orders

If you receive the wrong product, quantity or colour, or an item is missing, please contact us as soon as reasonably possible.

We may request photographs or other reasonable information to verify the issue.

Where we supplied an incorrect or incomplete order, we will arrange an appropriate remedy at our cost, subject to applicable law.

16. International orders

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

These charges are not ordinarily included in the product price or shipping fee unless expressly stated at checkout.

Customs authorities may delay, inspect or hold international parcels. These processes are outside our direct control.

Customers are responsible for ensuring that ordered products may lawfully be imported into the destination country. If an international parcel is refused, abandoned or returned because of unpaid customs charges or import restrictions, reasonable costs may be deducted from any refund where permitted by law.

17. Product availability

All products are subject to availability.

If we accept an order but cannot supply a product, we will notify you as soon as reasonably possible.

You may choose a suitable replacement where available or receive a refund in accordance with applicable law. We will not substitute a materially different product without your agreement.

18. Events beyond reasonable control

Delivery may be affected by circumstances beyond our reasonable control, including:

  • Severe weather;

  • Natural disasters;

  • Civil unrest;

  • Strikes;

  • Courier-network disruption;

  • Road closures;

  • Government action;

  • Customs delays;

  • Network failures; or

  • Widespread supply-chain interruption.

We will take reasonable steps to minimise the effect of the disruption, keep affected customers informed and fulfil or refund affected orders as required by law.

19. Contact us

Shipping enquiries, delivery problems and complaints may be sent to:

True Muscle Culture
Email: Kiara@truemuscleculture.com
Telephone/WhatsApp: +27 60 704 1880
Website: www.truemuscleculture.com

When contacting us about an existing order, please include your name and order number.

We aim to acknowledge customer enquiries within one to two business days.