At GenWorks, we partner with trusted courier services to deliver your products safely and on time. This policy outlines our shipping process, delivery timelines, costs, and procedures for both domestic and international orders.
1. Where We Deliver
We deliver to all 9 provinces of South Africa, as well as selected international destinations on request.
Domestic Coverage (South Africa)
- Eastern Cape
- Free State
- Gauteng
- KwaZulu-Natal
- Limpopo
- Mpumalanga
- Northern Cape
- North West
- Western Cape
International Shipping
We ship internationally on a case-by-case basis. Customers in countries such as Namibia, Botswana, Zimbabwe, Mozambique, Lesotho, Eswatini, Zambia, Malawi, the United Kingdom, the United States, Australia, and the EU are welcome to enquire. Please contact us at info@genworks.co.za for an international shipping quote.
2. Delivery Timeframes
Estimated delivery times after dispatch:
| Destination Zone | Delivery Time | Service Type |
|---|---|---|
| Western Cape & Gauteng (main centers) | 1–3 business days | Door-to-door courier |
| Major SA cities (DBN, PTA, BFN) |
2–5 business days | Door-to-door courier |
| Regional / Outlying SA areas | 3–7 business days | Door-to-door courier |
| Rural / Remote SA areas | 5–10 business days | Courier + collection point |
| SADC region (NA, BW, ZW, MZ, LS, SZ, ZM, MW) |
7–14 business days | International courier |
| International (UK, US, EU, AU, etc.) |
10–21 business days | International courier |
Please note: Delivery times are estimates and may vary based on courier capacity, public holidays, weather, customs clearance (for international), or load-shedding disruptions.
3. Shipping Costs
Shipping costs are calculated based on the destination, package weight, and dimensions of the product. The exact cost will be shown at checkout before payment.
Within South Africa
- Standard delivery: calculated by courier per destination and package size
- Express delivery: available on request — contact us for a quote
- Free shipping: we occasionally run free-shipping promotions on selected products or order values
International Orders
International shipping costs are quoted individually based on destination and product weight. Customers are responsible for any customs duties, import taxes, or fees charged by their country of import. These are not included in our shipping cost.
4. Order Processing & Dispatch
Here’s what happens after you place your order:
1: Order Confirmation
You’ll receive an immediate order confirmation by email once payment is received.
2: Processing (1–2 business days)
We verify your order, prepare the machine, and arrange courier pickup. You may be contacted to confirm delivery details.
3: Dispatch Notification
You’ll receive a tracking number and courier details by email or WhatsApp as soon as your order leaves our warehouse.
4: In Transit
Track your shipment in real-time. Most couriers will SMS you on the day of delivery with a window.
5: Delivery & Signature
A signature is required on delivery. Please inspect the package before signing — note any damage on the courier’s waybill.
5. Tracking Your Order
Once your order is dispatched, you will receive:
- A tracking number via email or WhatsApp
- A direct link to the courier’s tracking page
- SMS notifications from the courier on the day of delivery
If you haven’t received tracking details within 2 business days of placing your order, please contact us at info@genworks.co.za.
6. Delivery Address Accuracy
Please ensure that all delivery information provided at checkout is complete and accurate, including:
- Recipient name and contact number
- Full street address (including unit/complex/suburb)
- City, province, and postal code
- Special instructions (e.g. gate code, business hours)
Important: Genworks is not responsible for delays or failed deliveries caused by incorrect or incomplete address information. Re-delivery may incur additional charges.
7. Failed Delivery Attempts
If the courier cannot deliver your order due to:
- Nobody being available to sign for the package
- Incorrect address or contact number
- Refusal of delivery by recipient
The courier will typically attempt redelivery once or hold the package at a collection point. After multiple failed attempts, the package may be returned to us, and re-shipping fees will apply.
8. Damaged or Lost Shipments
If your product arrives damaged or does not arrive at all:
- Damaged on arrival: inspect the package before signing. Note any visible damage on the courier’s waybill, take photos, and contact us within 48 hours at info@genworks.co.za.
- Lost in transit: contact us if your package shows no movement for 5+ business days. We will open an investigation with the courier and keep you updated.
All shipments are insured against loss or damage during transit. See our Refund Policy for next steps.
9. Store Pickup (Western Cape & Gauteng)
If you’re local in Western Cape & Gauteng or willing to travel, you may collect your order directly from our store and save on shipping costs.
- Available by appointment during trading hours
- Free of charge (no shipping fee)
- Bring your order confirmation and ID
To arrange a pickup, contact us at +27 60 367 2479 or info@genworks.co.za after placing your order.
10. Customs & Import Duties (International)
For international orders outside of South Africa:
- Customers are responsible for any customs duties, taxes, or import fees imposed by the destination country
- These charges are not included in our shipping cost and are payable directly to the courier or customs authority on delivery
- We provide full commercial invoices and shipping documents to ease customs clearance
- Delays caused by customs inspections are beyond our control
11. Public Holidays & Working Hours
Orders placed on weekends or public holidays will be processed on the next business day. Couriers do not operate on Sundays or South African public holidays, which may affect delivery timeframes.
Our working hours:
- Monday – Friday: 8:00 AM – 5:00 PM
- Saturday: 9:00 AM – 2:00 PM
- Sunday & Public Holidays: Closed
12. Changes to This Policy
We may update this Shipping Policy from time to time to reflect changes in our delivery partners, processes, or destinations. The latest version will always be posted on this page with the updated date at the top.