Shipping & Delivery Policy

Effective Date: 1 July 2025

At Herocure, we are committed to providing a reliable, transparent, and efficient ordering experience. This Shipping & Delivery Policy explains how orders are processed, dispatched, and delivered through our courier network.

By placing an order through our website, you agree to the terms outlined in this policy.

1. Order Processing

Orders are processed daily, Monday to Friday, excluding public holidays.

To ensure efficient order fulfilment, our daily payment cut-off time is 11:00 AM (South African Standard Time).

Orders for which payment has been received and cleared before 11:00 AM will be processed on the same business day.
Orders paid after 11:00 AM will be processed on the next business day.
Orders placed on weekends or public holidays will be processed on the next business day.

To help ensure the fastest possible processing:

Payment must be received and cleared in full.
Any required prescription documentation must be submitted.
The dispensing pharmacy must successfully verify the prescription where applicable (for products requiring a prescription).
Orders cannot proceed until all required information has been received and approved.

Please note that meeting the 11:00 AM payment cut-off allows your order to enter processing on the same business day but does not guarantee same-day dispatch, as dispatch remains subject to prescription verification (where applicable), product availability, and courier collection schedules.

2. Prescription Verification

Certain products available through our platform require a valid prescription. These products will be clearly identified on the website.

Where a prescription is required:

The customer must upload or provide a valid prescription.
The dispensing pharmacy will independently review and verify the prescription.
Once approved, the pharmacy will prepare the order for dispatch.

All other products do not require a prescription.

Prescription verification may affect processing times and may result in delays beyond our standard estimates.

3. Dispatch Timeframes

Orders are typically prepared and dispatched within 1 to 3 business days after:

Payment has cleared; and
All customer details have been submitted when order was placed.

During periods of high demand, product shortages, supplier delays, or public holidays, dispatch times may be longer.

Dispatch timeframes are estimates only and are not guaranteed.

4. Delivery Timeframes

Once dispatched, estimated delivery timeframes are generally as follows:

Location	Estimated Delivery Time
Major Metropolitan Areas	1–3 business days
Regional Areas	2–5 business days
Remote Areas	3–7 business days

Actual delivery times may vary depending on the courier, destination, weather conditions, public holidays, and other factors beyond our control.

5. Delivery Address Accuracy

Customers are responsible for providing accurate and complete delivery information.

This includes:

Full name
Delivery address
Contact number
Email address
Postal code
Any special delivery instructions

Herocure and its delivery partners are not responsible for delays, failed deliveries, additional courier charges, or losses resulting from incorrect or incomplete information supplied by the customer.

6. Tracking Information

Where available, tracking information will be provided once an order has been dispatched.

Customers may receive tracking updates via:

Email
SMS
WhatsApp
Courier tracking systems

Tracking availability may vary depending on the courier service used.

7. Delivery Delays

While every effort is made to ensure timely delivery, delays may occur due to circumstances beyond our reasonable control, including but not limited to:

Courier delays
Severe weather conditions
Public holidays
Industrial action
High shipping volumes
Regulatory requirements
Prescription verification delays
Product shortages

Herocure shall not be liable for delays caused by third parties or circumstances outside of our reasonable control.

8. Delivery Acceptance

Customers are encouraged to inspect parcels upon delivery.

If a parcel appears damaged, tampered with, or incomplete, customers should notify us as soon as possible and retain all packaging materials where practical.

Any issues relating to damaged, defective, or incorrect products should be reported within 48 hours of delivery.

9. Failed Deliveries

A delivery may be deemed unsuccessful if:

The recipient is unavailable.
Incorrect delivery information was provided.
Access to the delivery location cannot be obtained.
The parcel is refused without a valid reason.

Additional delivery charges may apply where re-delivery is required.

10. Temperature-Sensitive Products

Certain products may require controlled storage conditions during transport.

Customers are responsible for ensuring that deliveries can be received promptly upon arrival.

Herocure and its delivery partners cannot accept responsibility for product deterioration resulting from delayed collection, unattended deliveries, or customer-related delays after successful delivery has been been completed.

11. Product Availability

All products displayed on our website are subject to availability.

If a product becomes unavailable after an order has been placed, we may:

Contact you regarding suitable alternative options.
Place the order on hold pending availability.
Cancel the affected order and arrange an appropriate refund where applicable.

12. Delivery Coverage

Herocure currently delivers to most locations within South Africa.

Certain remote locations may require extended delivery timeframes or may not be serviceable by our courier partners.

If delivery to your location is not possible, you will be notified as soon as reasonably practicable.

13. Limitation of Liability

While we strive to facilitate efficient order fulfilment and delivery, we cannot guarantee specific delivery dates or delivery times.

To the fullest extent permitted by applicable law, Herocure shall not be liable for any indirect, consequential, incidental, or special damages arising from delivery delays, courier issues, or circumstances beyond our reasonable control.

14. Contact Us

If you have any questions regarding shipping or delivery, please contact us:

Herocure

Email: support@herocure.co.za

Phone & WhatsApp: 077 485 1061

Website: herocure.co.za

By placing an order through Herocure, you acknowledge that you have read, understood, and agreed to this Shipping & Delivery Policy.