Shipping policy

Shipping Policy

Last updated: 2026/01/09

At KAYO Hydration (Pty) Ltd , we aim to deliver your order quickly, reliably, and transparently. This Shipping Policy explains how orders are processed, shipped, and delivered within South Africa.

By placing an order on our website, you agree to the terms outlined below.

1. Shipping Locations

We currently ship within South Africa only.

Delivery is available only to locations serviced by our courier partners. If a delivery address falls outside of courier serviceable areas, we reserve the right to cancel the order and issue a refund.

2. Courier & Fulfilment

All orders are fulfilled in-house by KAYO Hydration.
Shipping is facilitated via Bob2Go, which utilises multiple third-party courier companies depending on destination and availability.
Courier selection is automated and determined at the time of dispatch.

3. Shipping Fees

3.1 Standard Shipping

A flat-rate shipping fee applies to all standard orders.
Free standard shipping is available on orders over R600.

3.2 Fast-Track / Express Shipping

Fast-track delivery is available at an additional cost.
Pricing is calculated individually based on location and courier availability.
Fast-track delivery fees are non-refundable once the order has been dispatched.

4. Order Processing & Dispatch

Orders are prepared and dispatched within the same business day, provided payment is confirmed before cutoff time.
Orders placed on weekends or public holidays are processed on the next business day.
Dispatch refers to the order being handed over to the courier — not delivery.

5. Delivery Timeframes (Estimates Only)

Delivery times are estimates, not guarantees.

Nearby / major locations: 1–2 business days
Outlying or remote areas: 3–5 business days

Delivery times may vary due to courier operations, weather conditions, high-volume periods, or circumstances beyond our control.

6. Tracking Information

Tracking details are automatically generated via the Bob2Go system.
Customers will receive tracking notifications via email once the order has been dispatched.
It is the customer’s responsibility to monitor tracking updates.

7. Failed Deliveries

If a delivery fails due to:

Incorrect or incomplete address provided by the customer
Customer unavailable at the time of delivery

The customer will be responsible for any additional re-delivery fees.

KAYO is not liable for delays or losses resulting from incorrect delivery information supplied at checkout.

8. Lost or Damaged Parcels

8.1 Lost in Transit

If a parcel is confirmed as lost while in transit:

A refund will be offered first, once the courier investigation is completed.
At our discretion, a discounted replacement option may be offered as an alternative.

8.2 Damaged in Transit

If an order arrives damaged:

Customers must notify us within 48 hours of delivery
Clear photographic evidence must be provided

Claims submitted outside this window may be declined.

9. Delivery Restrictions

We ship only to addresses accepted by our courier partners. This may exclude:

Certain remote locations
Restricted access areas
Non-serviceable addresses

We do not guarantee delivery to PO Boxes unless explicitly supported by the courier.

10. High-Volume Periods & Delays

During product launches, promotions, or high-order-volume periods:

Dispatch and delivery times may be extended
Courier delays may occur

KAYO shall not be held liable for delays outside of our direct control.

11. Risk & Responsibility

Once an order has been handed over to the courier:

Risk transfers to the customer
KAYO’s responsibility is limited to assisting with courier communication and claims where applicable

Our maximum liability is limited to the value of the order placed.

12. Contact Information

For shipping-related queries, contact us at:

kayohydration@gmail.com
060-342-6742

Please include your order number for faster assistance.

13. Policy Updates

We reserve the right to amend this Shipping Policy at any time. The version in effect at the time of purchase will apply.