Effective Date: 7 September 2026
Last Updated: 7 September 2026
Nutrychem is a multi-vendor marketplace connecting customers with independent product businesses across South Africa.
To make delivery convenient and accessible, Nutrychem may use PUDO delivery services, including locker-to-locker and locker-to-door delivery options.
This Delivery & Shipping Policy explains how orders are prepared, collected, transported, delivered, and handled when delivery problems occur.
This policy should be read together with our Terms & Conditions and Refund & Returns Policy.
1. How Nutrychem Delivery Works
Nutrychem Vendors are responsible for preparing and packaging customer orders.
Once an order is ready for dispatch, the applicable delivery service may collect the parcel from the Vendor or the Vendor may deposit it at the designated PUDO location, depending on the fulfilment arrangement.
The parcel is then transported through the PUDO network to the customer’s selected delivery destination.
Customers may be offered one of the following delivery methods:
PUDO Locker-to-Locker
The Vendor sends the parcel to a PUDO locker selected or assigned for the order.
The customer receives notification when the parcel arrives and collects it from the selected PUDO locker.
PUDO Locker-to-Door
The Vendor sends the parcel through the PUDO network and the parcel is delivered to the customer’s nominated delivery address.
Availability of particular delivery methods may depend on the customer’s location, available lockers, parcel size, and PUDO service coverage.
2. Delivery Options at Checkout
Available delivery options and applicable delivery charges will be displayed during checkout where available.
Delivery charges may depend on factors including:
- Delivery method;
- Parcel size;
- Destination;
- Vendor fulfilment location;
- Number of parcels;
- Applicable courier rates;
- Promotions or delivery discounts.
The delivery options shown at checkout are the options available for the customer’s order at that time.
3. PUDO Locker-to-Locker Delivery
For locker-to-locker orders, customers are responsible for selecting an appropriate PUDO locker where selection is available.
Customers must ensure that:
- The selected locker is accessible to them;
- Their contact information is correct;
- They are able to collect the parcel within the applicable collection period;
- The parcel can be accommodated by the selected locker.
Customers will receive the applicable collection notification and instructions from the delivery service.
4. PUDO Locker-to-Door Delivery
For locker-to-door delivery, customers must provide an accurate delivery address and contact information.
Customers should provide:
- Full delivery address;
- Building or complex name where applicable;
- Unit or apartment number where applicable;
- Suburb;
- Postal code;
- Valid telephone number.
Incorrect or incomplete delivery information may cause delays or failed delivery attempts.
5. Delivery Times
Delivery times are estimates and are not guaranteed unless a specific guaranteed delivery service has been purchased.
Delivery may be affected by:
- Vendor processing times;
- Courier collection schedules;
- PUDO network volumes;
- Public holidays;
- Weekends;
- Weather;
- Traffic;
- Incorrect delivery information;
- Locker availability;
- Operational disruptions;
- Events outside Nutrychem’s reasonable control.
Customers will receive tracking or delivery notifications where available.
6. Vendor Processing Time
Delivery time begins after the Vendor has prepared and handed over the parcel to the applicable delivery service.
Vendors are responsible for preparing orders within the applicable Nutrychem fulfilment timeframe.
A delay caused by a Vendor’s failure to prepare an order does not necessarily constitute a courier delivery delay.
Nutrychem may monitor Vendor fulfilment performance and take appropriate action where repeated delays occur.
7. Tracking
Where tracking is available, customers may receive tracking information through the Nutrychem marketplace, email, SMS, WhatsApp, or the applicable delivery provider.
Customers should use the tracking information provided to monitor the progress of their parcel.
8. PUDO Locker Collection
Once a parcel arrives at the selected PUDO locker, the customer will receive the applicable notification and collection instructions.
Customers must collect parcels within the period specified by PUDO.
If a parcel is not collected within the applicable collection period, it may be removed from the locker and returned or redirected in accordance with the applicable PUDO process.
Additional delivery or return charges may apply where permitted.
9. Uncollected Parcels
Customers are responsible for collecting parcels sent to a PUDO locker.
If a parcel is returned because the customer:
- Failed to collect it;
- Provided incorrect contact details;
- Selected an unsuitable locker;
- Failed to follow collection instructions;
the customer may be responsible for applicable additional delivery or return charges.
A refund will not automatically be issued simply because a parcel was not collected.
10. Incorrect Delivery Information
Customers are responsible for providing accurate delivery information at checkout.
Nutrychem and the Vendor are not responsible for delays caused by:
- Incorrect addresses;
- Incorrect postal codes;
- Incorrect telephone numbers;
- Missing apartment or unit numbers;
- Incorrect locker selections;
- Incomplete delivery information.
Where a parcel can be redirected or corrected, additional charges may apply.
11. Parcel Size and Locker Availability
PUDO locker availability may depend on the dimensions of the parcel and available locker capacity.
Certain products or large orders may not qualify for locker delivery.
Where a selected locker cannot accommodate a parcel, Nutrychem or the applicable delivery provider may arrange an alternative delivery method or destination where available.
12. Multiple Vendors in One Order
Nutrychem is a multi-vendor marketplace.
If a customer purchases products from multiple Vendors, products may be:
- Packaged separately;
- Dispatched separately;
- Delivered in separate parcels;
- Delivered at different times.
Customers may therefore receive more than one tracking number or delivery notification for a single checkout transaction.
Delivery charges may also differ depending on the applicable fulfilment arrangements.
13. Packaging
Vendors are responsible for packaging products appropriately for transportation.
Packaging should protect products against reasonably foreseeable handling and transportation conditions.
Vendors may be required to follow Nutrychem packaging standards for certain categories of products.
Fragile, liquid, cosmetic, herbal, food, or other sensitive products may require appropriate protective packaging.
14. Damaged Parcels
Customers should inspect parcels as soon as reasonably possible after receiving them.
If a parcel appears damaged, customers should:
- Take photographs of the parcel and packaging;
- Keep the original packaging;
- Avoid unnecessarily using or disposing of the product;
- Contact Nutrychem or the relevant Vendor as soon as possible;
- Provide the order and tracking information where available.
Nutrychem may work with the Vendor and delivery provider to investigate the matter.
15. Lost Parcels
If tracking indicates that a parcel has been lost or has not moved for an unusually long period, customers should contact Nutrychem.
Nutrychem may investigate the shipment with the Vendor and applicable delivery provider.
Where a customer is entitled to a replacement or refund under applicable law or the Refund & Returns Policy, the appropriate remedy will be arranged.
16. Failed Locker-to-Door Delivery
If a locker-to-door delivery cannot be completed because the customer is unavailable, the address is inaccessible, or the delivery information is incorrect, the delivery provider may follow its applicable failed-delivery procedure.
This may include:
- Another delivery attempt;
- Contacting the customer;
- Redirecting the parcel;
- Returning the parcel to a designated location.
Additional delivery charges may apply in certain circumstances.
17. Delivery Delays
A delivery may be delayed due to circumstances outside Nutrychem’s reasonable control.
Examples include:
- Severe weather;
- Flooding;
- Road closures;
- Strikes;
- Public emergencies;
- Courier network disruptions;
- Technical problems;
- High seasonal demand;
- Security incidents;
- Incorrect customer information.
Where tracking information is available, customers should first review the latest shipment status.
18. Public Holidays and Weekends
Delivery and collection schedules may differ during weekends and public holidays.
Orders placed during periods of high demand or public holidays may take longer to process and deliver.
Customers should consider applicable business and courier operating days when estimating delivery times.
19. Delivery Charges
Delivery charges are displayed during checkout where applicable.
Nutrychem may offer:
- Standard delivery;
- Promotional delivery rates;
- Free delivery promotions;
- Locker-to-locker delivery;
- Locker-to-door delivery;
- Other delivery options introduced in the future.
Promotional delivery offers may have additional terms and conditions.
20. Free Delivery Promotions
Where Nutrychem offers free delivery, the promotion may be subject to conditions such as:
- Minimum order value;
- Specific Vendors;
- Selected delivery methods;
- Selected locations;
- Promotional periods;
- Maximum parcel size.
The conditions applicable to a free-delivery promotion will be communicated at the time of the promotion.
21. Delivery to Remote or Restricted Areas
Some delivery services may have limited coverage in certain areas.
If the selected delivery method is unavailable for the customer’s address or selected locker, Nutrychem may offer an alternative delivery method where reasonably possible.
Additional charges may apply.
22. Customer Collection Responsibilities
For locker-to-locker deliveries, the customer is responsible for:
- Monitoring delivery notifications;
- Keeping their contact details accurate;
- Collecting the parcel within the applicable collection period;
- Following PUDO collection instructions;
- Keeping any access code or collection information secure.
Nutrychem is not responsible for parcels that are not collected within the applicable collection period because the customer failed to collect them.
23. Returns and Delivery
If a product qualifies for a return under Nutrychem’s Refund & Returns Policy, return arrangements will be communicated to the customer.
Depending on the circumstances, the return may involve:
- A PUDO locker;
- A courier collection;
- A designated return location;
- Another approved return method.
Return delivery costs will be handled in accordance with the applicable Refund & Returns Policy and South African consumer law.
24. Vendor Responsibility
Vendors are responsible for:
- Preparing orders correctly;
- Using suitable packaging;
- Providing accurate parcel information;
- Meeting dispatch deadlines;
- Handing parcels over through the applicable delivery process;
- Providing tracking information where required;
- Cooperating with investigations involving damaged, lost, or incorrectly delivered parcels.
Repeated failure to meet Nutrychem’s delivery requirements may result in Vendor performance reviews, restrictions, or suspension.
25. Nutrychem’s Role
Nutrychem operates the marketplace and may facilitate delivery arrangements between customers, Vendors, and delivery providers.
Unless Nutrychem expressly provides the delivery service itself, Nutrychem does not directly control the day-to-day operation of third-party courier networks.
Delivery providers may have their own terms, conditions, procedures, and service limitations.
26. Delivery Provider Terms
Where PUDO or another third-party logistics provider is used, the applicable provider’s delivery procedures and terms may also apply.
Customers and Vendors may be required to comply with the provider’s requirements relating to:
- Parcel dimensions;
- Prohibited items;
- Collection periods;
- Delivery attempts;
- Locker usage;
- Packaging;
- Tracking;
- Returns.
27. Prohibited or Restricted Items
Vendors must not use Nutrychem’s delivery network to send products that are prohibited or restricted by:
- Applicable law;
- Nutrychem marketplace policies;
- The applicable courier or PUDO terms.
Nutrychem may refuse to facilitate delivery of a product where there is a reasonable safety, legal, regulatory, or operational concern.
28. Delivery to Third Parties
Customers may request delivery to another person where the applicable delivery method allows it.
The customer is responsible for ensuring that the recipient can receive or collect the parcel.
Nutrychem may treat delivery or collection confirmation from the applicable delivery provider as evidence that the parcel was delivered or collected.
29. Delivery Confirmation
A parcel may be considered delivered when the applicable delivery provider records the parcel as:
- Collected from a locker;
- Delivered to the nominated address;
- Accepted by an authorised recipient;
- Successfully delivered through the applicable delivery system.
If a customer disputes delivery, Nutrychem may investigate using available tracking and delivery records.
30. Delivery Disputes
If your parcel has not arrived, appears to be incorrectly delivered, or there is another delivery problem, contact Nutrychem as soon as reasonably possible.
We may request:
- Order number;
- Tracking number;
- Delivery address;
- Selected locker;
- Photographs;
- Delivery notifications;
- Other information reasonably required to investigate the issue.
31. Changes to Delivery Services
Nutrychem may add, remove, or change delivery providers and delivery methods as the marketplace grows.
This may include introducing additional:
- Locker networks;
- Courier services;
- Door-to-door options;
- Collection points;
- Fulfilment services.
Available delivery options will be displayed on the website where applicable.
32. Limitation of Delivery Liability
Nutrychem will take reasonable steps to facilitate reliable delivery but cannot guarantee that every delivery will occur within an estimated timeframe.
To the extent permitted by law, Nutrychem is not responsible for delays caused by circumstances outside its reasonable control or by third-party delivery providers.
Nothing in this policy excludes or limits any consumer right that cannot legally be excluded.
33. Contact Us
For delivery, tracking, collection, or shipping enquiries, please contact Nutrychem using the official contact details provided on our website.
Nutrychem
South Africa
Whatsapp: +27790808075
Email: Info@nutrychem.co.za
Website: www.nutrychem.co.za
Our Delivery Commitment
Nutrychem aims to make buying from independent South African product businesses as convenient as possible.
By using PUDO locker-to-locker and locker-to-door delivery, we aim to provide customers with flexible collection and delivery options while giving Vendors a practical way to fulfil marketplace orders.
As Nutrychem grows, our delivery network and fulfilment options may expand to provide customers and Vendors with even more convenient ways to buy, sell, and grow.
