Shipping policy

Forever Fresh Foods (Pty) Ltd trading as Forever Frozen

Effective date: 6 August 2026

1. ABOUT THIS POLICY

1.1 Forever Fresh Foods (Pty) Ltd, registration number 2016/132807/07, trading as Forever Frozen, supplies frozen food products that require appropriate packaging, timely delivery and prompt frozen storage after receipt.

1.2 In this Policy, “Forever Frozen”, “Forever Fresh Foods”, “we”, “us” and “our” refer to Forever Fresh Foods (Pty) Ltd.

1.3 This Policy applies to delivery and collection of products purchased directly from Forever Frozen through foreverfrozen.co.za or another sales channel expressly operated by us.

1.4 By placing an order, you agree to this Policy to the extent applicable to the order.

1.5 This Policy must be read with our Terms of Service, Return and Refund Policy, Privacy Policy and, where applicable, Forever Frozen Membership Terms.

1.6 Where an order is paid wholly or partly with membership credit, this Policy continues to apply to minimum order values, dispatch, delivery, receipt, missed deliveries and claims unless the Membership Terms expressly provide otherwise.

1.7 Nothing in this Policy excludes, restricts or replaces a right or remedy that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or other applicable law.

2. DELIVERY AREAS

2.1 We deliver within South Africa to areas that our approved courier and logistics providers can service safely and reasonably.

2.2 Delivery areas are generally classified as:

(a) Same-Day Delivery Areas: currently selected areas within the Cape Town, Johannesburg and Durban metropolitan regions;

(b) National Delivery Areas: recognised main centres and other urban destinations ordinarily serviced within the standard national courier network; and

(c) Regional Delivery Areas: smaller towns, outlying areas and rural destinations within courier-serviceable zones.

2.3 The delivery classification shown at checkout or confirmed by us applies to the order.

2.4 Delivery classifications, depot coverage and courier-serviceable areas may change because of courier networks, route viability, safety, operational capacity or product-preservation requirements.

2.5 If a destination cannot be serviced safely or within the required frozen-delivery period, we may decline the order, propose collection, propose another delivery address, delay dispatch with your agreement, or cancel and refund the affected order.

3. MINIMUM ORDER VALUE

3.1 A minimum order value of R750 applies unless a different minimum is stated for a specific product, promotion or delivery area.

3.2 The minimum order value is calculated on the value of eligible products after applicable discounts and before any separate temperature-controlled packaging charge, unless checkout clearly states otherwise.

3.3 An order that does not meet the applicable minimum may not proceed to delivery.

3.4 We may change the minimum order value prospectively. A change will not retrospectively alter an order already accepted and paid.

4. COURIER DELIVERY AND PACKAGING CHARGES

4.1 Nationwide courier transport is currently included at no separate charge for orders that meet the applicable minimum order value, fall within a serviceable area and comply with this Policy.

4.2 Deliveries outside the applicable same-day area require specialised temperature-controlled packaging.

4.3 The temperature-controlled packaging charge is separate from courier transport and covers insulated cartons or cooler boxes, insulation materials, dry ice, frozen refrigerants or ice packs, additional sealing and protective materials, and any extra packaging required for the destination and expected transit period.

4.4 The insulated packaging generally remains with you after delivery and may be retained or reused where appropriate.

4.5 A packaging charge may apply per carton because larger or mixed-format orders may require more than one temperature-controlled carton.

4.6 Packaging charges are calculated according to the delivery classification, carton size and number of cartons required.

4.7 If checkout displays an incorrect packaging charge because of an address, system or packing-calculation error, we will contact you before dispatch and deal with the difference reasonably. We will not dispatch an order subject to an undisclosed additional charge without giving you an opportunity to accept the correction or cancel the affected order.

5. CURRENT PACKAGING CHARGES

Delivery type	Packaging charge
Same-Day Delivery	No packaging charge on orders meeting 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

5.1 The charges above apply unless a different amount is displayed and accepted at checkout.

5.2 “Insulated packaging” means a temperature-controlled carton or cooler box containing insulation and appropriate refrigerants intended to assist in keeping frozen products within a suitable temperature range during ordinary transit.

5.3 Packaging-performance periods are based on internal testing and operational experience under normal anticipated conditions. They are estimates rather than unconditional guarantees because performance may be affected by ambient temperature, courier handling, transit delays, damage, shipment size, route conditions and events outside reasonable control.

5.4 Current estimated packaging-performance periods are up to approximately 72 hours for National Delivery packaging and up to approximately 120 hours for Regional Delivery packaging.

5.5 The relevant period is measured from courier collection or dispatch from our controlled facility, not from the time the order was placed.

6. PACKAGING METHODS

6.1 Same-Day Delivery products are ordinarily packed in Forever Frozen cartons and transported using courier-controlled cooler boxes or another suitable short-duration frozen-delivery method. The customer-facing carton may not contain permanent insulation or refrigerants. Products must be accepted promptly and placed into suitable frozen storage immediately after delivery.

6.2 National Delivery products are packed in insulated cartons intended for the expected national transit period. Dry ice, frozen ice packs or another suitable refrigerant may be used.

6.3 Regional Delivery products are packed in thicker or enhanced insulated cartons intended for the longer expected regional transit period. Additional refrigerants or protective materials may be used.

6.4 Dry ice and frozen refrigerants must be handled carefully. Do not touch dry ice with bare skin, place it in an airtight container or allow children or animals to handle it. Follow any warning supplied with the order.

7. MEAL FORMATS, CARTON TYPES AND PACKING CAPACITY

7.1 Forever Frozen may offer products in different formats, including Small meals of approximately 325 g, Large meals of approximately 650 g, and XL or Family meals of approximately 1.3 kg. The actual declared net weight shown on the product packaging applies.

7.2 We generally use standard non-insulated inner cartons to organise and protect products during fulfilment. These may include a Small Carton holding up to approximately 24 Small meals and a Large Carton holding up to approximately 24 Large meals or approximately 12 XL meals.

7.3 Mixed orders containing Small, Large and XL meals may be packed using any safe and practical combination of Small Cartons, Large Cartons or other approved inner packaging.

7.4 The stated capacities are maximum packing guidelines and are not guaranteed for every product combination. Actual capacity may differ because of tray dimensions, product weight and shape, mixed formats, courier weight limits, refrigerant requirements and protection against crushing or movement.

7.5 For National or Regional Delivery, one or more standard inner cartons may be placed inside a specialised insulated shipping carton or combined using another approved temperature-controlled configuration.

7.6 The specialised insulated shipping carton is distinct from the standard non-insulated inner cartons used to organise the meals.

7.7 Forever Frozen determines the final safe and practical packing configuration for each order.

8. PACKAGING EFFICIENCY AND ORDER OPTIMISATION

8.1 We encourage customers to order quantities that make efficient use of carton capacity.

8.2 Orders in quantities suited to the relevant meal format will often use packaging more efficiently. Examples may include approximately 24 Small meals, 24 Large meals or 12 XL meals per applicable standard carton. Mixed orders may require a different carton combination.

8.3 If an order slightly exceeds an efficient carton configuration, we may contact you to propose adding products, removing or refunding excess products, substituting products with your agreement, splitting the order into additional cartons or another practical arrangement.

8.4 Where an order cannot be packed safely or efficiently within approved configurations, we may request that you adjust the order, charge for an additional carton after obtaining your agreement, refund affected excess products, cancel and refund the order, or offer another reasonable option.

8.5 We will not replace a refund that is legally due with store credit unless you agree or the relevant transaction terms lawfully provide for that method.

9. PAYMENT AND DISPATCH

9.1 Orders are dispatched only after payment has been successfully received and confirmed.

9.2 A pending, failed, reversed, dishonoured or charged-back payment is not treated as received.

9.3 Where an order is paid wholly or partly with membership credit, dispatch may proceed only after checkout is completed, the credit and any additional payment have been successfully applied, and the order is accepted for fulfilment.

9.4 Completing an order before membership credit expires preserves that completed order even where the scheduled dispatch date occurs after the credit expiry date.

9.5 Unused credit is not extended merely because the customer did not place an order before expiry, except where the Membership Terms or our written confirmation expressly provides otherwise.

10. SAME-DAY DELIVERY

10.1 Same-day delivery is currently available in selected areas within the Cape Town, Johannesburg and Durban metropolitan regions.

10.2 Same-day deliveries ordinarily operate Monday to Friday, excluding South African public holidays, and remain subject to local stock, courier capacity and serviceability.

10.3 The current customer order cut-off for same-day delivery is 08:00 on an eligible business day.

10.4 An order placed after the cut-off will ordinarily be processed on the next available delivery day unless another arrangement is confirmed.

10.5 Same-day delivery means that Forever Frozen and its appointed courier will use reasonable best efforts to dispatch and deliver a qualifying order on the same business day.

10.6 Same-day delivery does not guarantee delivery at a particular clock time or within a fixed customer-selected time window unless expressly confirmed in writing.

10.7 Delivery commonly occurs within approximately four to six hours after courier dispatch, but this is an operational estimate and not a guarantee. The period is measured from courier dispatch, not from the time the customer placed the order.

10.8 Actual timing may be affected by order processing, courier acceptance, driver allocation, route sequencing, traffic, delivery volumes, access restrictions, customer availability, vehicle or system problems and events outside reasonable control.

10.9 Forever Frozen appoints independent courier and logistics providers. Although we manage the customer order and monitor delivery performance, we do not directly control individual drivers, route sequencing, traffic conditions or every operational decision made by a courier.

10.10 We will use reasonable efforts to investigate and assist where a delivery is delayed, but a tracking estimate or anticipated delivery period is not an unconditional promise that delivery will occur at that exact time.

10.11 If products required for a same-day order are unavailable at the applicable local fulfilment depot, we may propose fulfilment from another Forever Frozen location under the National or Regional Delivery process.

10.12 Where practical, we will notify you before changing the delivery method if the change materially affects the expected delivery date, packaging charge or another material part of the order.

10.13 Products delivered through the same-day service must be placed into suitable frozen storage immediately after receipt.

11. NATIONAL DELIVERY

11.1 National Delivery generally applies to recognised main centres and urban destinations outside the same-day delivery areas.

11.2 Typical destinations may include Bloemfontein, Gqeberha, George and other recognised main centres, subject to the delivery classification applied at checkout or by the relevant courier.

11.3 Orders received by 12:00 on Monday are ordinarily scheduled for dispatch during the same week.

11.4 National orders are ordinarily dispatched on Monday or Tuesday.

11.5 The estimated transit period is one to three business days after courier collection.

11.6 A destination that a courier does not classify as a main centre may be treated as Regional Delivery even if it is commonly regarded as a city or town.

12. REGIONAL DELIVERY

12.1 Regional Delivery generally applies to smaller towns, outlying areas and rural destinations within courier-serviceable zones.

12.2 Regional orders are ordinarily dispatched on Mondays only, excluding public holidays.

12.3 An order received by 10:00 on Monday may be dispatched that day, subject to payment confirmation, stock and packing capacity.

12.4 An order received after the Monday cut-off will ordinarily be held for the following Monday.

12.5 The estimated transit period is three to five business days after courier collection.

12.6 The restricted dispatch schedule is intended to reduce the risk of frozen orders being held in transit over a weekend.

13. PUBLIC HOLIDAYS, WEEKENDS AND DISPATCH HOLDS

13.1 We may delay dispatch where an order may reasonably be expected to be held in transit over a weekend or public holiday, exceed the intended packaging-performance period, encounter a known route disruption or face another material cold-chain risk.

13.2 Where a public holiday falls on or near an ordinary dispatch day, the order may move to the next reasonably safe dispatch date.

13.3 We will communicate a material delay where reasonably practicable.

13.4 A reasonable food-safety hold is not treated as a delivery failure where the order is delivered within a revised reasonable period.

14. DELIVERY ESTIMATES

14.1 Delivery dates and transit periods are estimates unless we expressly agree to a fixed date or time.

14.2 Delivery may be affected by courier delays, weather, road closures, vehicle breakdowns, civil disturbance, power or network failure, public holidays, incorrect customer information, access restrictions and other operational disruption.

14.3 We will provide tracking information where supported by the courier.

14.4 Tracking information is supplied by the courier and may not always update immediately or accurately.

14.5 If delivery is materially delayed, contact us so that we can investigate the shipment and assess the remaining safe-delivery period.

15. DELIVERY TRACKING AND SUPPORT

15.1 Customers should first use the tracking information supplied after dispatch.

15.2 If further assistance is required, contact Forever Frozen in the following order:

(a) use the staffed chat or WhatsApp support option displayed on the Forever Frozen website;

(b) email info@foreverfrozen.co.za; and

(c) telephone 087 550 1579.

15.3 The staffed chat or WhatsApp channel is the preferred method for active delivery enquiries because it is monitored by the Customer Experience team.

15.4 Provide the order number, customer name, delivery address, tracking number where available, and a short description of the issue.

15.5 Avoid submitting the same enquiry simultaneously through several channels, as duplicate enquiries may delay investigation and response.

15.6 Forever Frozen may need to contact the courier, fulfilment depot or driver before providing an update. We will use reasonable efforts to obtain and communicate an update, but courier investigation times, route sequencing and driver operations are not entirely within our direct control.

16. CUSTOMER DELIVERY RESPONSIBILITIES

16.1 Because the products are frozen and perishable, you must make suitable arrangements for prompt receipt.

16.2 You must ensure that the delivery address is complete and accurate, the recipient’s contact details are correct, the courier can access the premises, someone authorised is available, delivery restrictions are disclosed before dispatch and suitable freezer space is available.

16.3 You should monitor tracking information and delivery communications.

16.4 Immediately after receipt, inspect the outer packaging, check the general condition of the products, place them into suitable frozen storage and report any apparent problem promptly.

16.5 You must follow product storage, handling and preparation instructions.

17. PROOF OF DELIVERY

17.1 Delivery may be confirmed by signature, photographic proof, GPS or scan data, an electronic record, an access-control or reception record, confirmation from an authorised recipient or another reasonable courier-verification method.

17.2 Delivery to a person who appears reasonably authorised to receive goods at the stated address may constitute delivery to you.

17.3 If you dispute delivery, notify us promptly so that we can obtain and assess the courier records.

17.4 A courier record is relevant evidence but is not necessarily conclusive where credible contrary evidence exists.

18. MISSED DELIVERY ATTEMPTS

18.1 Frozen products should be accepted on the first delivery attempt.

18.2 If delivery fails because no authorised person is available, the address is incorrect, access is refused, the recipient cannot be contacted, delivery is refused without lawful reason or another customer-controlled obstacle prevents delivery, you may be responsible for reasonable additional costs and deterioration caused by the delay.

18.3 We do not accept responsibility for thawing or spoilage to the extent that it results from a customer-controlled failed delivery or delay.

18.4 This clause does not apply where the failed delivery was caused by our breach, courier error for which we are legally responsible or another matter not attributable to the customer.

18.5 If the products remain within the reasonably assessed safe-delivery period, we may arrange redelivery.

18.6 A standard redelivery fee of R150 applies where a further delivery attempt is required because of customer unavailability, incorrect information, refused access or another customer-controlled cause.

18.7 The fee will be disclosed before redelivery and will not apply where the failed delivery was caused by Forever Frozen’s breach or a courier failure for which Forever Frozen is legally responsible.

18.8 We may require payment of the redelivery fee before the second attempt.

18.9 If safe redelivery is no longer reasonably possible, we will assess the order under the Return and Refund Policy.

18.10 A failed delivery is not automatically deemed completed merely because one attempt occurred.

19. ADDRESS CHANGES, REDIRECTIONS AND SPECIAL INSTRUCTIONS

19.1 Any request to change the delivery address, date or instructions must reach us before dispatch.

19.2 Once dispatched, an order should travel directly to the address confirmed at checkout.

19.3 We or the courier may refuse a redirection, rerouting, depot hold, delayed delivery, authority-to-leave, safe-place or other non-standard instruction where it creates an unreasonable security, food-safety, fraud, timing or cold-chain risk.

19.4 If such a change is accepted, the customer assumes the additional risk and reasonable cost arising from that instruction to the extent that the resulting delay or deterioration is attributable to the change.

19.5 This clause does not exclude liability for loss or damage caused by our own negligence, unlawful conduct or breach.

20. AUTHORITY TO LEAVE AND UNATTENDED DELIVERY

20.1 We do not recommend unattended delivery of frozen products.

20.2 If you request or authorise an order to be left at a gate, outside a building, with security, in a safe place, with a neighbour or at another indirectly controlled location, you must ensure the arrangement is suitable for frozen goods.

20.3 Risk associated with delayed retrieval, heat exposure, theft, animals, contamination or insufficient freezer access may pass to you once the courier follows the authorised instruction.

20.4 We remain responsible for matters that cannot lawfully be transferred and for any failure to follow the authorised instruction with reasonable care.

21. RISK AND RESPONSIBILITY

21.1 Risk in the products ordinarily passes to you when the order is delivered to you, your nominated recipient, a person reasonably authorised at the delivery address or a location expressly authorised by you.

21.2 Risk does not pass merely because the order was handed to the courier where Forever Frozen remains responsible for delivery to the customer.

21.3 After delivery, you are responsible for prompt frozen storage and proper handling.

21.4 We are not responsible for deterioration caused after delivery by delayed unpacking, inadequate freezer capacity, power failure at the delivery location, thawing and refreezing, improper handling or preparation, damage after receipt or failure to follow instructions, except to the extent that applicable law provides otherwise.

22. PRODUCT CONDITION ON ARRIVAL

22.1 Depending on the product, packaging and transit conditions, products may arrive fully frozen, hard frozen internally with some surface softening, partially frozen, or without visible dry ice or frozen ice packs.

22.2 The absence of visible dry ice, hard ice packs, surface frost or ice crystals does not by itself establish that the product is unsafe or that the cold chain failed.

22.3 Product condition should be assessed with reference to internal product temperature where available, whether the product remains frozen or suitably cold, packaging integrity, odour and visible condition, transit period, food-safety guidance and other relevant evidence.

22.4 Do not consume a product that you reasonably suspect is spoiled, contaminated, unsafe or materially temperature-abused.

22.5 Contact us promptly for instructions where there is uncertainty.

23. DELIVERY CLAIMS

23.1 Delivery-related claims are governed by this Policy and the Return and Refund Policy.

23.2 If an order arrives damaged, leaking, materially thawed, spoiled, incomplete, incorrect or outside the anticipated preservation period, contact us as soon as possible.

23.3 We request that visible delivery and temperature-related issues be reported within 24 hours after receipt.

23.4 Failure to report within 24 hours does not automatically extinguish a lawful claim, but an unreasonable delay may affect our ability to verify the product condition, storage after delivery, courier handling and the appropriate remedy.

23.5 Submit claims through the staffed chat or WhatsApp option on the website, by email to info@foreverfrozen.co.za, or by telephone on 087 550 1579.

23.6 Include the order number, delivery date and time, a description of the issue, photographs of the outer carton, insulation, refrigerants and affected products, batch or date information, and relevant courier communication where reasonably available.

23.7 Do not dispose of affected products or packaging until we have provided instructions, unless retaining them would create a health or safety risk.

24. REFUNDS, REPLACEMENTS AND CREDITS

24.1 The assessment and remedy for damaged, spoiled, defective, incorrect, missing or compromised products are governed by the Return and Refund Policy and applicable law.

24.2 Where a claim is approved, the remedy may include replacement, refund, an agreed substitute, account credit accepted by you or another lawful remedy.

24.3 A replacement will ordinarily be dispatched on the next reasonably available dispatch date, subject to stock, safe scheduling, destination, packaging availability and any agreed alternative.

24.4 If replacement stock is unavailable, we may offer a substitute. You are not required to accept a materially different substitute.

24.5 Where an acceptable replacement cannot be provided within a reasonable period, an applicable refund or other lawful remedy will be processed.

24.6 The refund method and processing period are governed by the Return and Refund Policy.

24.7 A product purchased using membership credit remains subject to the membership-credit refund rules in the Membership Terms and Return and Refund Policy.

25. LIMITATION OF LIABILITY

25.1 Forever Frozen is responsible for its own obligations, representations, goods and delivery performance as required by the applicable agreement and law.

25.2 We are not responsible for loss, deterioration or delay to the extent caused by incorrect information supplied by the customer, customer unavailability, customer-requested diversion or delay, failure to store products promptly after delivery, events outside our reasonable control or another cause not attributable to our breach or negligence.

25.3 To the extent permitted by law, neither party is liable to the other for indirect, special or consequential loss that was not reasonably foreseeable when the order was concluded.

25.4 This clause does not exclude or limit liability for fraud, wilful misconduct, gross negligence, death or personal injury caused unlawfully, unsafe or defective goods where liability cannot lawfully be excluded, breach of personal-information duties or another liability that cannot lawfully be limited.

26. EVENTS OUTSIDE REASONABLE CONTROL

26.1 We are not liable for delay or failure caused by an event outside our reasonable control, including severe weather, flooding, fire, road closure, transport disruption, strike, civil disturbance, government action, public-health emergency, power or network failure, courier system failure or breakdown of cold-chain services.

26.2 We will take reasonable steps to limit the effect, protect product safety, communicate material disruption where practical, delay dispatch where appropriate, and provide the remedy required by law where performance becomes impossible or the products are compromised.

27. COLLECTION FROM SOMERSET WEST

27.1 Free customer collection is available only from our Somerset West factory or another collection point expressly offered at checkout.

27.2 The current collection address is Unit 1A, 2 Erica Way, Somerset West Business Park, Somerset West, 7130, Western Cape, South Africa.

27.3 Select the collection option at checkout where available.

27.4 We will notify you when the order is ready. Do not arrive before receiving confirmation unless another arrangement has been agreed.

27.5 Collection orders should be collected within 48 hours after the ready-for-collection notification.

27.6 If an order is not collected within that period, we may contact you, continue storing it for a reasonable additional period, agree on another collection date, cancel the order and deduct a reasonable amount for unavoidable loss or costs where permitted by law, or take another reasonable step.

27.7 We will not automatically restock or dispose of a paid frozen order immediately after 48 hours without considering product safety, attempts to contact you and applicable law.

27.8 You must transport collected products appropriately and place them into suitable frozen storage promptly.

27.9 Risk passes to you when the products are handed to you or your authorised collector.

28. MEMBERSHIP ORDERS

28.1 Orders placed using Forever Frozen Membership credit remain subject to this Policy and the Membership Terms.

28.2 Membership fulfilment is currently limited to eligible same-day delivery areas within selected parts of the Cape Town, Johannesburg and Durban metropolitan regions.

28.3 A minimum order value of R750 applies to membership orders.

28.4 Same-day membership orders do not ordinarily require the customer to purchase National or Regional temperature-controlled packaging.

28.5 Standard same-day packing, cooler handling and delivery arrangements still apply.

28.6 Membership orders remain subject to the applicable order cut-off, local stock availability, delivery-area eligibility, carton and packing constraints, customer receipt obligations and the same-day delivery provisions in this Policy.

28.7 An order must be validly completed before the relevant membership credit expires.

28.8 Dispatch or delivery may occur after the credit expiry date if the order was validly completed beforehand.

28.9 A delivery delay does not ordinarily extend unused membership credit.

28.10 Refunds or credits arising from a membership-funded order are governed by the Return and Refund Policy and the Membership Terms.

29. CHANGES TO THIS POLICY

29.1 We may update this Policy by publishing a revised version on the website with an updated effective date.

29.2 Changes apply prospectively.

29.3 A change does not remove a right that arose under an order already accepted or under applicable law.

29.4 Where a change materially affects an active membership and the Membership Terms require notice, consent or a cancellation right, that process will apply.

30. CONTACT INFORMATION

30.1 This Policy is issued by Forever Fresh Foods (Pty) Ltd, registration number 2016/132807/07, trading as Forever Frozen.

30.2 Physical address: Unit 1A, 2 Erica Way, Somerset West Business Park, Somerset West, 7130, Western Cape, South Africa.

30.3 Contact methods:

(a) staffed chat or WhatsApp option displayed on the Forever Frozen website;

(b) email: info@foreverfrozen.co.za; and

(c) telephone: 087 550 1579.

30.4 Include the relevant order, tracking, claim or membership reference when contacting us.