Shipping policy
Shipping and Delivery Policy
Last updated: 29 October 2026
At Gentle Tots, we want every parent and caregiver to enjoy a smooth and reliable shopping experience. We offer nationwide delivery within South Africa through our fulfilment partner, The South African Supply Co., using PostNet or Aramex.
1. Delivery Areas
We offer nationwide delivery within South Africa, subject to courier coverage and any applicable delivery restrictions.
Our fulfilment partner ships orders directly to customers. This means you do not need to wait for your products to be delivered to us before they can be sent to you.
2. Shipping Options and Fees
We currently offer the following delivery options:
Standard Delivery
- Shipping fee: R120 for orders weighing between 0 and 2.5 kg.
- Estimated courier delivery time: 2–3 working days after processing and dispatch.
Overnight Delivery
- Shipping fee: R200.
- Available for eligible orders placed before 10:00 a.m., subject to confirmation and courier availability.
- The expected delivery date will be confirmed when the shipment is arranged.
Shipping charges for orders exceeding 2.5 kg will be confirmed before payment is completed.
All applicable delivery charges will be communicated before you finalize your purchase.
3. Order Processing
Once your payment has been confirmed, please allow up to 24 hours for order processing.
Orders are processed from Monday to Friday, excluding weekends and public holidays.
Orders placed outside processing hours may be processed on the next business day.
4. Estimated Delivery Times
For standard delivery, please allow approximately 3–5 working days from payment confirmation for processing and delivery.
This estimate accounts for the supplier's processing time of up to 24 hours and the courier's estimated delivery time of 2–3 working days after dispatch.
Tracking information may take an additional 24–48 hours to become available after processing. Tracking updates may therefore arrive after your order has already entered the courier network.
Overnight delivery is subject to the supplier's cut-off time and courier confirmation. Please contact us before ordering if you need delivery by a specific date.
All delivery times are estimates unless a specific delivery commitment has been confirmed. If we become aware of a significant delay, we will communicate the relevant information and available options.
5. Order Tracking
We provide tracking information for eligible shipments once it becomes available from the courier.
Please allow an additional 24–48 hours after processing for tracking details to be generated and shared.
If you have not received your tracking details within the expected timeframe, please contact us with your order number so that we can follow up with our fulfilment partner.
6. Incorrect Delivery Details
Please ensure that your delivery address, telephone number and other contact details are correct when placing your order.
If you notice an error, contact us immediately. Changes cannot be guaranteed once an order has been processed or dispatched.
Where an incorrect address or failed delivery results in additional charges, we will explain the circumstances and handle any charges in accordance with applicable law.
7. Delayed, Lost or Damaged Parcels
If your parcel is delayed, appears to be lost or arrives damaged, please contact us with your order number and tracking details, where available.
We will liaise with The South African Supply Co. and the relevant courier to investigate the issue and arrange an appropriate resolution.
If your parcel arrives visibly damaged, please retain the packaging and take photographs where possible to assist with the investigation.
Our use of a third-party supplier or courier does not remove any applicable consumer rights or our obligations to customers under South African law.
8. Unavailable Products and Unfulfilled Orders
If a product becomes unavailable after you have placed an order, we will notify you as soon as reasonably possible and explain the available options.
Where applicable law requires cancellation and a refund because we cannot fulfil an order, we will comply with the relevant legal requirements.
For qualifying electronic transactions, the Electronic Communications and Transactions Act provides specific protections concerning fulfilment and unavailable goods.
9. Returns and Refunds
Our separate Returns and Refunds Policy explains how to request a return, exchange or refund.
Return shipping costs and the treatment of original delivery charges will depend on the reason for the return and applicable law.
Where goods are defective, unsafe or incorrectly supplied, we will handle the matter in accordance with applicable consumer-protection requirements.
Nothing in this shipping policy excludes or limits any rights you may have under South African law.
10. Contact Us
For shipping, delivery or tracking enquiries, please contact:
Business name: Gentle Tots
Email: info@gentletots.co.za
WhatsApp: +27 65 188 5519
Thank you for shopping with us. We appreciate your trust and look forward to making your shopping experience as convenient and reliable as possible.