Shipping policy

SHIPPING POLICY

Last updated: 8 October 2026

By placing an order through our website, you agree to this Shipping Policy together with our Terms & Conditions.

1. SHIPPING RATES

Shipping rates are calculated based on factors including the delivery destination, order size, weight, dimensions, delivery service selected and the applicable courier charges.

The shipping options and prices available to you will be displayed at checkout before you complete your purchase.

ROAM reserves the right to change, introduce or remove shipping rates, shipping methods, delivery zones, free-shipping thresholds and applicable surcharges at any time.

Any changes to shipping rates will apply to new orders placed after the change has taken effect and will not retrospectively change the shipping charge for an order that has already been accepted by ROAM.

The shipping charge applicable to your order is the charge displayed at checkout at the time you complete your purchase.

2. FREE SHIPPING

From time to time, ROAM may offer free or discounted shipping subject to a specified order value, promotion, delivery destination or other conditions.

Any free-shipping threshold or promotion may be changed, suspended or withdrawn at ROAM's discretion, subject to applicable law.

Unless expressly stated otherwise, free-shipping offers:

  • apply only to eligible orders;

  • may exclude certain delivery areas;

  • may exclude oversized, heavy or otherwise non-standard Products;

  • may not be combined with other shipping promotions; and

  • apply only to the delivery service specified by ROAM.

The applicable free-shipping conditions will be displayed on the Website or at checkout.

3. DELIVERY AREAS

ROAM currently delivers to addresses within South Africa where our courier partners provide service.

Certain remote, rural or otherwise difficult-to-service areas may be subject to:

  • additional delivery charges;

  • longer delivery times;

  • alternative delivery arrangements; or

  • delivery restrictions.

Where an additional charge applies and cannot reasonably be calculated automatically at checkout, ROAM may contact you before dispatch to confirm the applicable delivery charge.

If you do not wish to proceed with an additional delivery charge, ROAM may cancel the affected order and refund amounts paid, subject to applicable law.

4. DELIVERY TIMES

Delivery times displayed on the Website are estimates and are not guaranteed unless expressly stated otherwise.

Estimated delivery times may vary depending on:

  • your delivery location;

  • the courier service selected;

  • the availability of Products;

  • weekends and public holidays;

  • peak periods;

  • weather conditions;

  • courier capacity;

  • remote-area delivery requirements; and

  • circumstances outside ROAM's reasonable control.

Orders may take longer to arrive during periods of unusually high demand, sales, promotional events or public holidays.

ROAM will make reasonable efforts to dispatch orders within the timeframe communicated to you.

5. PROCESSING AND DISPATCH

Orders are generally processed during ROAM's normal business hours.

Orders placed outside business hours, on weekends or on public holidays will generally be processed on the next applicable business day.

An order is considered dispatched when it has been handed to the applicable courier or otherwise placed into the delivery network.

Once dispatched, you may receive tracking information where this is available from the courier.

6. COURIERS AND DELIVERY SERVICES

ROAM may use third-party courier and logistics providers to deliver orders.

ROAM reserves the right to select or change its courier partners and delivery services from time to time.

The courier displayed or selected at checkout may not necessarily be the courier ultimately used to fulfil an order where ROAM reasonably determines that an alternative courier or service is required.

Where an alternative delivery method is used, ROAM will ensure that the order is delivered in accordance with the applicable delivery terms and consumer rights.

7. SHIPPING COST CHANGES

Courier and logistics costs may change from time to time due to factors including fuel costs, annual rate increases, remote-area charges, inflation, operational costs, dimensional-weight charges and changes imposed by courier or logistics providers.

ROAM therefore reserves the right to adjust its shipping charges and delivery terms when reasonably necessary.

The shipping price displayed at checkout is the applicable shipping price for that order.

ROAM will not retrospectively increase the shipping charge after an order has been accepted and paid for, except where an additional charge is required because the customer supplied incorrect, incomplete or misleading delivery information, or where the additional charge arises from circumstances permitted by applicable law.

8. INCORRECT DELIVERY INFORMATION

Customers are responsible for ensuring that all delivery information supplied to ROAM is accurate and complete.

This includes:

  • recipient name;

  • physical delivery address;

  • unit or apartment number;

  • suburb;

  • city;

  • postal code;

  • telephone number; and

  • any access or delivery instructions reasonably required by the courier.

ROAM will not be responsible for delays, failed deliveries or additional courier charges caused by incorrect, incomplete or outdated information supplied by the customer.

Where a parcel needs to be re-routed, re-delivered or returned to ROAM because incorrect or incomplete information was provided, the customer may be responsible for any additional delivery costs reasonably charged by the courier, to the extent permitted by law.

9. DELIVERY ATTEMPTS

Courier services may make one or more delivery attempts depending on the courier's operating procedures.

If a customer is unavailable to receive a delivery, the courier may contact the customer or arrange an alternative delivery attempt or collection.

ROAM is not responsible for delays caused by a recipient being unavailable, provided that ROAM and/or its courier have taken reasonable steps to facilitate delivery.

10. DELAYS

ROAM will make reasonable efforts to ensure that orders are delivered within the estimated delivery period.

However, ROAM cannot guarantee courier delivery times.

ROAM will not be responsible for delays caused by circumstances outside its reasonable control, including:

  • courier delays;

  • severe weather;

  • flooding;

  • fires;

  • strikes or industrial action;

  • road closures;

  • accidents;

  • civil unrest;

  • public holidays;

  • unusually high courier volumes;

  • incorrect delivery information;

  • remote-area delivery requirements;

  • technical or infrastructure failures;

  • government restrictions; or

  • other events beyond ROAM's reasonable control.

Where a material delivery delay occurs, ROAM will take reasonable steps to assist in resolving the matter with the courier.

11. LOST OR DAMAGED PARCELS

If your order appears to have been lost or damaged during delivery, please contact ROAM as soon as reasonably possible.

ROAM may require information or photographs from you in order to investigate a delivery issue or submit a claim to the courier.

Where ROAM is responsible for the delivery arrangement, we will take reasonable steps to resolve the issue in accordance with applicable law and the applicable courier process.

Customers should not dispose of damaged packaging or Products until ROAM has had a reasonable opportunity to investigate the matter.

12. PARTIAL ORDERS AND MULTIPLE SHIPMENTS

Where an order contains Products that are stored at different locations or become available at different times, ROAM may fulfil the order in multiple shipments.

Where this occurs, ROAM may use different delivery services or dispatch Products separately.

Unless otherwise communicated, ROAM will not charge additional shipping merely because an order is split into multiple shipments as a result of ROAM's fulfilment arrangements.

13. CLICK & COLLECT

Where Click & Collect is offered, the applicable collection location, availability and collection requirements will be displayed at checkout.

Orders may only be collected once ROAM has confirmed that they are ready for collection.

Customers may be required to provide proof of order and/or identification when collecting an order.

ROAM may refuse collection where it reasonably believes that the person attempting to collect the order is not authorised to do so.

14. INTERNATIONAL SHIPPING

Unless expressly stated otherwise, ROAM currently ships only within South Africa.

If international shipping becomes available, ROAM may introduce separate international shipping rates, delivery terms and customs requirements.

Any applicable duties, taxes, customs charges or other costs associated with international delivery will be communicated where reasonably possible and may be payable by the customer.

15. SHIPPING AND RETURNS

Original shipping charges are generally non-refundable where a customer voluntarily returns a Product, subject to ROAM's Returns Policy and applicable law.

Where a Product is returned because of a valid defect, incorrect Product supplied or another circumstance giving rise to a statutory remedy, the applicable shipping costs will be dealt with in accordance with South African law.

Please refer to our Returns Policy for full details.

16. SHIPPING PROMOTIONS

ROAM may offer temporary shipping promotions, including:

  • free shipping;

  • reduced shipping;

  • free shipping above a specified order value;

  • discounted express delivery; or

  • other delivery incentives.

Promotional shipping offers may be subject to specific terms, dates, Products, delivery areas or minimum order values.

ROAM reserves the right to modify or withdraw a shipping promotion at any time before an eligible order is placed, subject to applicable law.

17. SHIPPING TERMS MAY CHANGE

ROAM may update this Shipping Policy from time to time to reflect changes to our courier partners, delivery services, operating costs, delivery areas or shipping arrangements.

The current version published on the Website will apply to orders placed after the effective date stated at the top of the policy.

Changes to this Shipping Policy will not retrospectively alter the shipping terms applicable to an order that has already been accepted, except where permitted by applicable law.

18. CONTACT US

If you have a question about your delivery or shipping charges, please contact us via the information on our contact us page. 

ROAM
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