Forever Frozen — Shipping Terms

Effective: 07/06/2026

Forever Fresh Foods (Pty) Ltd, t/a Forever Frozen, is dedicated to delivering frozen 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.

1. Delivery Areas and Insulated Packaging

1.1 Delivery Areas

• Main Metros: Cape Town and Johannesburg Metro areas — same-day delivery.
• Main Centres: Main centres, including smaller and regional cities.
• Regional and Rural: Outlying smaller towns and rural delivery areas within national courier serviceable zones.

1.2 Packaging Types

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: 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 additional dry ice and ice packs.

Note: Insulation performance timeframes are based on internal testing conducted under normal transit conditions and should be regarded as estimates rather than guarantees.

1.3 Delivery Window

Frozen delivery windows are measured from the time of courier collection, not order placement.

2. Minimum Order Value and Free Shipping

2.1 Minimum Order Value: A minimum order value of R750 is applicable.

2.2 Free Shipping: We offer free nationwide courier delivery on all orders that meet our minimum order value requirements.

2.2.1 For deliveries outside our same-day delivery areas, specialised temperature-controlled packaging is required to ensure meals remain frozen and food-safe during transit. A packaging charge applies based on delivery area and number of cartons required.

2.2.2 This packaging charge is not a courier or shipping fee. It covers the temperature-controlled packaging, insulation materials and refrigerants required to keep meals frozen and food-safe during transport. As this insulated packaging remains your property after delivery and may be retained and reused, it is charged separately from courier transport.

3. Insulation and Temperature-Controlled Packaging Costs

3.1 Shipping is included at no cost. Your only delivery-related cost is the *insulated packaging needed for your area and the number of cartons required for your order.

Delivery Type	Packaging Charge
Same-Day Delivery	Free of charge on orders above the minimum order value.
National Delivery — Small Carton	R250 per carton
National Delivery — Large Carton	R295 per carton
Regional Delivery — Small Carton	R350 per carton
Regional Delivery — Large Carton	R395 per carton

*Insulated packaging: A temperature-controlled cooler box with insulation and refrigerant to keep your meals frozen during delivery. Yours to keep and reuse.

4. Order Dispatch, Delivery Schedule and Delivery Fees

We offer delivery nationally. Orders are only dispatched once payment has been received.

4.1 Same-Day Delivery

• Areas: Cape Town and Johannesburg Metros.
• Delivery Days: Monday to Friday, excluding public holidays.
• Cut-off Time: Orders must be placed by 08:00 for same-day dispatch.

4.1.1 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.

4.1.2 Fallback Condition: If same-day eligible items are out of stock in the Johannesburg depot, delivery may revert to courier shipping from Cape Town using standard or rural delivery terms. National delivery times will then apply. Customers will be notified before dispatch where practical.

4.2 National Delivery

• Areas: Non-local main urban regions across South Africa, including Durban, Bloemfontein, Port Elizabeth and George. Main centres not listed fall to regional delivery options.
• Cut-off Time: Orders received by 12:00 Monday ship same week.
• Dispatch Days: Monday and Tuesday.
• Delivery ETA: 1–3 business days.

4.3 Regional Delivery

• Areas: All South African regions outside of recognised urban and main centres and within national courier serviceable zones.
• Important Cut-off Time: To avoid any order being delayed in transit over a weekend, we only ship on Mondays. Orders received on or before 10:00 on a Monday ship the same day. Orders received after this cut-off ship the following Monday.
• Dispatch Days: Mondays, excluding public holidays.
• Delivery ETA: 3–5 business days.

4.4 Unless otherwise informed, orders will be delivered on working days during business hours, between 08:00 and 17:00. We reserve the right to delay dispatch where a shipment may reasonably be expected to be held in transit over a weekend or public holiday period.

4.5 Orders placed after any stipulated cut-off will be processed the following business or shipping day, or as per our shipping terms.

4.6 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.

5. Packaging Efficiency Policy

5.1 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.

5.2 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 and costs.

5.3 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.

5.4 Non-Optimised Orders: Orders are optimised around carton configurations of up to 24 meals. Where an order quantity cannot be packed safely or efficiently within our approved carton configurations, we reserve the right to:

• Cancel and fully refund your order;
• Offer you the option to adjust your order to meet the minimum of 24 meals or another safe multiple thereof; or
• Provide a store credit, or refund at our discretion, for any excess items that cannot be safely shipped.

6. Customer Responsibility and Delivery Liabilities

6.1 Receiving Orders: Due to the nature of our products, frozen meals must be accepted on first delivery attempt. Delivery is deemed completed when the courier records successful delivery, whether by signature, photographic proof of delivery, GPS confirmation, or other courier verification methods.

6.2 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.

6.3 Rescheduling of Deliveries: Any request for an alternative delivery date needs to reach us before a shipment has shipped.

6.4 Tracking Information: You will receive tracking information upon dispatch to monitor and plan for your delivery.

6.5 Address and Contact Details Accuracy, Change of Address and Change of Delivery Instructions:

6.5.1 You are responsible for providing a complete and accurate delivery address and contact details at checkout.

6.5.2 Once your order has been dispatched, the shipment must travel directly to the delivery address provided at checkout. Any customer-requested change to the delivery process, including but not limited to a change of address, redirection, rerouting, diversion, holding instruction, authority-to-leave request, safe-place instruction, alternative delivery arrangement, or any other instruction given to the courier, is undertaken entirely at your own risk.

6.5.3 We accept no liability for any spoilage, thawing, deterioration, damage, loss, delay, failed delivery, or breach of the cold chain arising directly or indirectly from such instructions or changes.

7. Additional Terms and Conditions

7.1 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.

7.2 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.

7.3 Re-Delivery Fee: Subject to the above, a re-delivery fee of R150 per delivery will be payable before a redelivery is attempted.

7.4 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.

8. Refunds, Replacements and Liability

8.1 Due to the perishable nature of our products, we do not accept returns on shipped items.

8.2 Upon delivery, products may arrive frozen or partially frozen, depending on transit conditions. Product safety is determined by internal product temperature, packaging integrity and applicable food safety standards and not solely by the presence or absence of surface frost, frozen gel packs, dry ice or visible ice crystals.

8.3 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.

8.3.1 Failure to report the issue within 24 hours of delivery may affect our ability to assess the claim.

8.4 Refunds or replacements will be assessed based on the circumstances of the claim and whether the product compromise resulted from factors within our control.

8.5 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.

8.6 In the event that replacement stock is not on hand, we may contact you with substitution alternatives. Failing acceptance of one or more substitutes, we may either delay your replacement until replacement stock is available, provided 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.

8.7 Any approved refund will be refunded within 72 hours from date of approval and where we have received confirmation of bank account for refund purposes.

8.8 Issues resulting from recipient unavailability are expressly not eligible for refunds.

8.9 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. 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.

8.10 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.

9. Collection Option

9.1 Free Collection: Free collection is only available from our Somerset West 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.

10. Contact

10.1 For questions or support, please contact us at:

Email: info@foreverfrozen.co.za
Tel: 087 550 1579