[COPIED FROM FOREVERFROZEN.CO.ZA PLEASE ADJUST TO YOUR OWN NEEDS]
On The Green Side (Pty) Ltd. is dedicated to delivering frozen and chilled meals in optimal condition, maintaining freshness, flavour and food safety. Our shipping processes are designed to meet the specific requirements of our products and cover our delivery areas.
By placing an order, you agree to the terms outlined in this policy.
Please review the following terms carefully to ensure a smooth delivery experience.
- Metros (Cape Town and Johannesburg Metro areas - same-day delivery).
- National (Main Centres across South Africa).
- Regional (Rural and Remote areas within National courier serviceable zones).
1.2.1 Same-Day Delivery: Meals are packed in Forever Frozen branded cartons and delivered using courier cooler boxes to maintain food safety during transit. NOTE: No insulation is used. Products must be placed in a freezer immediately upon delivery.
1.2.2 National Delivery (Main Centres): Insulated cartons rated for up to 72 hours, using dry ice or ice packs.
1.2.3 Regional Delivery: Extra-thick insulated cartons rated for up to 120 hours, using dry ice and ice packs.
are measured from the time of courier collection, not order placement.
2.1 Due to the use of specialised insulated packaging that ensures meals remain frozen during transit, we have implemented a minimum order value of R750.
2.2 Orders of R1,650 or more qualify for free shipping, with one exception: - Regional Deliveries will incur a R195 packaging surcharge, to cover the cost of additional insulation required, even when the order exceeds R1,650.
We offer delivery Nationally. Orders are typically dispatched, once payment has been received, as follows:
Areas: Available in Cape Town & Johannesburg Metros
- Delivery Days: Monday to Friday. (excl. public holidays).
- Cut-off Time: Order must be placed by 8 AM for same-day dispatch.
Costs:
- Order < R1,650: R150
- Order ≥ R1,650: Free
3.1.1. Customer Responsibility: Meals must be frozen immediately upon delivery. We do not accept liability for spoilage due to customer unavailability or late receipt. By placing an order, you confirm that you have made suitable arrangements for receipt of frozen goods within the stated delivery window.
3.1.2. Fallback Condition: If same-day eligible items are out of stock in the Johannesburg depot, delivery will revert to courier shipping from Cape Town using standard or rural delivery terms. National delivery times will then apply.
Areas: Available in non-local Main Urban regions across SA. (i.e. Durban, Bloemfontein, Port Elizabeth and George). Main Centres, not listed fall to Regional Delivery options.
- Cut-off Time: Orders received by 12PM Monday ship same week.
- Dispatch Days: Monday and Tuesday
- Delivery ETA: 1–3 business days
Costs:
- Order < R1,650: R195
- Order ≥ R1,650: Free
Areas: All South African regions outside of recognised urban and main centres and within National courier serviceable zones.
- Cut-off Time: Orders received by 3PM ship next available shipping day.
- Dispatch Days: Mondays, Thursdays and Fridays (excl. Public Holidays).
- Delivery ETA: 3–5 business days
Costs: (Base Cost + Surcharge)
- Order < R1,650: R195 + Surcharge*
- Order ≥ R1,650: Free + Surcharge*
*Surcharge: R195 (additional insulation fee)
3.3.1. Surcharge Fee. Notwithstanding that an order may qualify for free delivery, all Regional deliveries will be subject to an additional surcharge fee to cover the extra insulation, ice packs and/or dry ice required.
3.4 Unless otherwise informed, orders will be delivered on working days during business hours (between 8:00am and 5:00pm)
3.5. Orders placed after any stipulated cut-off will be processed the following business day, or as per our shipping terms.
3.6 Delivery times are estimates and may be affected by factors outside our control, such as courier delays. We cannot guarantee delivery times, but provide tracking information to assist in monitoring progress.
4.1 To ensure efficient shipping and reduce packaging waste, we use two carton sizes for frozen meal orders:
- Large Carton: Holds up to 24 large-size meals.
- Small Carton: Holds up to 24 small-size meals.
4.2 Order Optimisation: We encourage you to order in quantities that maximise carton space. For example, if ordering more than 24 items, consider rounding your order to increments of 24 to avoid unnecessary extra cartons.
4.3 Flexible Packing Options: For orders slightly exceeding carton limits, we may contact you to suggest adjustments. For example, if you order 25 meals, we may suggest adjusting the order quantity to optimise packaging before shipping.
4.4 Carton Fee for Non-Optimised Orders: If an order requires an additional carton for just 1 or 2 extra items (e.g., ordering 25 standard-size meals), an additional packing fee of R150 will apply to cover extra materials and handling. Your acceptance and payment of this fee required before we ship.
5.1 Receiving Orders: Due to the nature of our products, frozen meals must be accepted on first delivery attempt.
5.2 Missed Deliveries: We cannot assume liability for spoilage due to missed delivery attempts. If the recipient is unavailable, the products may spoil and neither Forever Fresh Foods nor our couriers can assume liability for items that thaw or spoil due to missed deliveries. Please ensure someone is available to receive the package at the delivery address on the scheduled delivery day.
5.3 Rescheduling of Deliveries. Any request for an alternative delivery date needs to reach us before a shipment has shipped.
5.4 Tracking Information: You will receive tracking information upon dispatch to monitor and plan for your delivery.
5.5 Address Accuracy, Change of Address & Change of Delivery Instructions. You are responsible for providing a complete and accurate shipping address at checkout. Once your order has been dispatched, any request or instruction made by you to the courier to change the shipping address, redirect, or reroute the package is done solely at your own risk. We are not liable for any spoilage, damage, or loss of product resulting from such changes.
6.1 Risk of Loss: Once your order is delivered to you, or your designated recipient, the risk of loss or damage to the products passes to you. We cannot be held liable for spoilage or damage that occurs due to circumstances outside of our control.
6.2 Delivery Windows and Missed Delivery Attempts: We schedule deliveries within a specific time window based on your location. It is your responsibility to be available within this window. If a delivery attempt fails and the total transit time does not exceed the safe period, re-delivery costs will be at your expense. If delivery cannot be completed due to unavailability or refusal to pay additional re-delivery fees, the delivery will be deemed complete with no further claims.
6.3 Force Majeure: Forever Fresh Foods is not liable for delivery delays, losses, or spoilage due to events beyond our control, such as extreme weather, transport disruptions, strikes, including but not limited to breakdown of cold chain services, or other force majeure events. You will be notified if such events impact your delivery.
6.4 Refunds, Replacements, and Liability:
6.4.1. Due to the perishable nature of our products, we do not accept returns on shipped items.
6.4.2 If your order arrives beyond the preservation window and you believe it is compromised, contact us within 24 hours of receipt at info@foreverfrozen.co.za with your order number and a visible time-stamped photo of the product condition.
6.4.3 Refunds and Replacements may be provided at our discretion and only if product compromise is determined to be due to issues within our control.
6.4.4 In the event of an approved Replacement, your replacement order will be dispatched at no cost to you at the next available dispatch date, subject to replacement stock being on hand.
6.4.4.1 In the event that replacement stock is not on hand we may contact you with substitution alternatives, or failing acceptance of one or any substitutes, we may either delay your replacement until such time that the replacement stock is available (providing such period does not exceed 14-days from date of claim approval), or elect to refund you only for the products that cannot be substituted.
6.4.4.2. Any approved refund, will be refunded within 72hrs from date of approval and where we have received confirmation of bank account for refund purposes.
6.4.4. Issues resulting from recipient unavailability are expressly not eligible for refunds.
6.5 Accurate Delivery Information: Customers must provide accurate and complete delivery information. Forever Fresh Foods is not liable for delays, spoilage, or additional costs resulting from incorrect address details.
6.6 Limitation of Liability: In any event, Forever Fresh Foods' liability for failed delivery or product issues is limited to the purchase price of the products ordered.
6.6.1. By placing an order, customers agree that Forever Fresh Foods is not liable for consequential damages, losses, or costs resulting from delays, spoilage, or other delivery-related issues outside of our direct control.
6.7 Post-Delivery Handling: Once successfully delivered, the customer assumes responsibility for proper storage and handling. We cannot be held liable for spoilage due to improper storage after delivery.
7.1 FREE Collection is only available from our Strand Factory. Select this option at checkout if you prefer to pick up your order in person. Collection orders must be picked up within 48 hours of notification, after which we reserve the right to cancel or restock.
8.1 For questions or support, please contact us at: Email: admin@onthegreenside.com
Tel: +27 (21) 883-3447
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