Shipping policy
Shipping, Delivery & Collection Policy
Last Updated: May 2026
At Toke Ferndale, we are committed to providing reliable, secure, and efficient delivery and collection services. This Shipping, Delivery & Collection Policy outlines the terms applicable to all orders placed through our store, website, social media platforms, messaging services, or any other sales channel operated by Toke Ferndale.
By placing an order with Toke Ferndale, you agree to the terms contained within this policy.
1. Order Processing
Orders are processed during normal business hours, excluding weekends, public holidays, and periods where unforeseen operational circumstances may impact processing times.
Order processing begins once:
• The order has been received and confirmed.
• Payment has been successfully received and cleared.
• Any required customer verification has been completed.
• Stock availability has been confirmed.
While we strive to process orders as quickly as possible, processing times may vary depending on product availability, order volume, verification requirements, and operational conditions.
2. Payment Requirements
Orders will not be dispatched, delivered, or released for collection until payment has been received in full.
For EFT payments:
• Funds must reflect in our account before processing can begin.
• Incorrect payment references may delay processing.
• Customers may be asked to provide proof of payment.
Toke Ferndale reserves the right to delay shipment or collection pending payment verification.
3. Delivery Areas
Delivery services are available to selected areas within South Africa, subject to courier coverage and applicable legal requirements.
Certain products may have delivery restrictions based on:
• Applicable laws and regulations.
• Courier policies.
• Product type.
• Geographic limitations.
Toke Ferndale reserves the right to decline delivery requests where delivery is not reasonably possible or legally permissible.
4. Shipping Methods
Orders may be shipped using reputable third-party courier providers selected by Toke Ferndale.
Shipping methods may include:
• Economy courier services.
• Standard courier services.
• Express courier services.
• Same-day local delivery services where available.
Available shipping options may vary depending on destination, product category, and operational requirements.
5. Estimated Delivery Timeframes
Estimated delivery times are provided for guidance only and are not guaranteed.
Typical delivery estimates may include:
• Local deliveries: 1 to 3 business days.
• Major metropolitan areas: 1 to 4 business days.
• Regional areas: 2 to 7 business days.
• Remote locations: 3 to 10 business days.
Actual delivery times may vary due to circumstances beyond our control.
6. Delivery Delays
Toke Ferndale shall not be liable for delivery delays caused by:
• Courier service disruptions.
• Weather conditions.
• Public holidays.
• Road closures.
• Industrial action.
• Regulatory inspections.
• Incorrect customer information.
• Power outages.
• Technical failures.
• Events beyond our reasonable control.
Customers will be notified where significant delays become known.
7. Delivery Address Accuracy
Customers are responsible for ensuring that all delivery information provided is accurate and complete.
This includes:
• Recipient name.
• Contact number.
• Physical delivery address.
• Any special delivery instructions.
Toke Ferndale shall not be responsible for delays, failed deliveries, or additional costs arising from incorrect or incomplete delivery information.
Additional delivery charges may apply where a shipment must be re-routed or re-delivered.
8. Delivery Acceptance
Upon delivery, customers should inspect packages for visible damage before accepting delivery.
If packaging appears significantly damaged:
• Customers should note the damage with the courier.
• Photographs should be taken where possible.
• Toke Ferndale should be contacted promptly.
Acceptance of delivery may be deemed confirmation that the shipment was received in satisfactory condition unless otherwise reported within a reasonable period.
9. Risk and Ownership
Ownership of products transfers to the customer once payment has been received in full.
Risk of loss or damage transfers upon successful delivery to the address provided by the customer or upon collection by the customer or their authorized representative.
10. Failed Deliveries
A delivery may be deemed unsuccessful where:
• No recipient is available.
• Access to the premises cannot be obtained.
• The address provided is incorrect.
• Delivery is refused.
• Courier safety concerns prevent delivery.
Where a delivery attempt fails:
• Additional delivery charges may apply.
• Delivery may be rescheduled.
• The order may be returned to Toke Ferndale.
11. Order Tracking
Where tracking services are available, tracking information will be provided after dispatch.
Tracking updates are generated by third-party courier providers and may occasionally be delayed or inaccurate.
Toke Ferndale cannot guarantee real-time tracking accuracy.
12. In-Store Collection
Customers may elect to collect eligible orders directly from Toke Ferndale.
Collection orders will only be released once:
• Payment has cleared.
• Collection confirmation has been issued.
• Identity verification has been completed where required.
Customers may be required to present:
• Valid identification.
• Proof of purchase.
• Collection confirmation.
Toke Ferndale reserves the right to refuse release of an order where identity cannot be reasonably verified.
13. Medicinal Cannabis Collection Services
As a patient support and collection point operating in partnership with Synergy Wellness, certain medicinal cannabis products may only be collected in accordance with applicable legal and regulatory requirements.
Patients may be required to provide:
• Valid identification.
• Prescription or authorization documentation.
• Additional verification required by healthcare providers or compliance procedures.
Toke Ferndale reserves the right to refuse release of medicinal cannabis products where legal, regulatory, safety, or verification requirements have not been satisfied.
14. Lost or Missing Shipments
If a shipment appears lost, customers should notify Toke Ferndale as soon as possible.
We will work with the relevant courier provider to investigate the matter.
Resolution options may include:
• Shipment tracing.
• Replacement shipment.
• Store credit.
• Refund.
Any remedy provided will depend on the outcome of the investigation and applicable consumer protection obligations.
15. Shipping Fees
Shipping fees are calculated based on factors including:
• Destination.
• Weight.
• Parcel dimensions.
• Courier service selected.
• Special handling requirements.
Shipping charges will be displayed or communicated prior to final order confirmation where applicable.
Toke Ferndale reserves the right to amend shipping rates without prior notice.
16. Restricted Products
Certain products may be subject to shipping restrictions or collection-only requirements.
Toke Ferndale reserves the right to:
• Restrict shipment of particular products.
• Require in-store collection.
• Decline shipment where legal or operational concerns exist.
Compliance with applicable laws remains the responsibility of the customer.
17. Force Majeure
Toke Ferndale shall not be liable for any delay, interruption, failure, or inability to fulfill deliveries arising from circumstances beyond our reasonable control, including but not limited to:
• Natural disasters.
• Severe weather.
• Civil unrest.
• Regulatory actions.
• Labour disputes.
• Transportation disruptions.
• Utility failures.
• Telecommunications outages.
• Public emergencies.
18. Limitation of Liability
To the fullest extent permitted by law, Toke Ferndale shall not be liable for:
• Delivery delays.
• Courier errors.
• Consequential losses.
• Indirect damages.
• Lost profits.
• Missed opportunities.
• Business interruption.
Arising from shipment, delivery, collection, or transportation of products.
Where liability cannot be excluded by law, liability shall be limited to the value of the affected order.
19. Consumer Rights
Nothing in this Shipping Policy limits or excludes any rights afforded to consumers under applicable South African law, including the Consumer Protection Act.
Where statutory consumer rights provide greater protection, those rights shall prevail.
Contact Information
Toke Ferndale
Ferndale, Randburg
Gauteng, South Africa
For delivery enquiries, collection assistance, shipping support, or order tracking, please contact our customer service team.
Acknowledgement
By placing an order with Toke Ferndale, selecting delivery or collection services, or receiving products from us, you acknowledge that you have read, understood, and agreed to this Shipping, Delivery & Collection Policy. 🌿
