Shipping policy
SHIPPING POLICY
TABLE OF CONTENTS
1 INTRODUCTION
2 SCOPE OF DELIVERY
3 DELIVERY METHODS
4 COLLECTION 2
5 CUT OFF TIMES
6 FAILURE TO DELIVER
7 DELIVERY UPDATES
8 DELIVERY RATES AND ESTIMATES
9 CONFIRMATION AND ORDER TRACKING
10 CANCELLATION, RESCHEDULING DELIVERY, CHANGE OF ADDRESS AND RETURNS
11 PERSONAL INFORMATION
12 DISCLAIMER
13 CONTACT
14 POLICY REVISION
15 VERSION CONTROL
1 INTRODUCTION
Hotbake Systems Proprietary Limited ("HotBake"/"we"/"us"/"our") wishes to thank you for choosing us as your frozen and ready to eat foods supplier. Below you will find the terms and conditions which constitute our Shipping Policy ("Policy"). This Policy aims to guide our business in ensuring that we get your order delivered to you efficiently and with the utmost care. We hope you find this Policy informative and useful to your experience with us.
2 SCOPE OF DELIVERY
HotBake only delivers to addresses within a 30 kilometre radius of our store situated in Ophirton (see paragraphs 4.1.1 and 4.1.2), or as otherwise described on our website (www.hotbake.co.za) or at checkout.
3 DELIVERY METHODS
3.1 HotBake provides two delivery methods namely:
3.1.1 Priority – which allows for an order to be processed within 3 hours of being placed on our website, provided it is placed within the necessary cut off time periods (see paragraph 5.1) and our trading hours as stipulated on our website from time to time. Kindly note that although we promote that priority delivery will occur within 3 hours of orders being placed within the cut off times, we take no responsibility should we not be able to deliver within the 3 hour time period especially if deliveries are to destinations which are greater than 30 kilometres in distance from our delivery points. Further note that even though we make our best endeavours to ensure timeous delivery, unforeseen circumstances such as, amongst others, traffic patterns and conditions, may impact on our ability to effect timeous delivery. We may also be delayed from effecting priority delivery because of low stock levels and specific made to order products which require at least 24 hours to prepare before dispatch.
3.1.2 Standard Delivery – which allows for an order to be processed and delivered within the next business day from the date on which it was placed on our website, provided it is placed within the necessary cut off time periods (see paragraph 5.2) and our trading hours. Further note that delivery may be delayed by low stock levels or specific made to order products which may require at least 24 hours to prepare before dispatch.
4 COLLECTION
4.1 Through our click and collect option, we make provision for our customers to collect directly or arrange for their own courier to collect their order from our two collection sites situated at the following addresses:
4.1.1 Northlands Business Park, 194 Olympic Duel Avenue, Northriding, Johannesburg, 2162; or
4.1.2 77 Earp Street, Ophirton, Johannesburg, 2091.
4.2 Collection is free and payment for orders must be made prior to the collection date to ensure that your order is secured. We will also contact you to advise as to when your order will be ready for collection. Kindly ensure that you have a valid form of identification (e.g., national ID card or book / driver's licence card / passport) for collection purposes as well as a copy of your order confirmation.
5 CUT OFF TIMES
5.1 Priority: orders selected for priority delivery must be placed between 08h00 and 14h30 on Monday to Friday, and 08h00 and 10h00 on Saturdays. Should a customer select priority delivery for an order that is placed outside of these cut off periods, their order will only be delivered on the next business day and the additional fee charged for priority delivery will be forfeited.
5.2 Standard Delivery: orders selected for standard delivery will be processed and delivered within the next business day (Monday to Friday), with orders placed on a Saturday being delivered on the next business day.
5.3 The above provisions only apply in circumstances where we have stock of the desired product, which we will confirm upon receiving an order. Should we have no stock available, we will either process your delivery when stock becomes available or contact you to confirm whether you wish for us to perform partial delivery. Kindly note that additional delivery charges may apply should partial delivery be preferred.
5.4 Further note that delivery and cut off times are subject to change on account of public holidays.
5.5 Orders which are placed outside of our trading hours will only be processed during the following business day.
6 FAILURE TO DELIVER
In the event that one of the drivers assigned for delivering your goods is unable to fulfil the delivery as a result of, but not limited to, no access to the delivery address, a no show by the intended recipient of the delivery, an incorrect delivery address, an unauthorised recipient, an inordinate waiting period before delivery is received (excess of 5 minutes), or a dangerous situation, the assigned driver will return the goods to HotBake and a "no delivery" status will be logged on our system. Should we need to redeliver as a result of the aforementioned, additional delivery charges, which are payable in advance, will apply subject to the delivery method selected. We may request the proof of payment of the additional delivery charges prior to dispatching the goods.
7 DELIVERY UPDATES
HotBake will notify you and provide you with updates of your delivery throughout the fulfilment process. This includes confirmation and tracking whereby we send our customers a confirmation SMS once we have received their order along with the payment thereof. This communication will also provide an update on the estimated delivery time to the selected delivery address as well as the tracking details of the order.
8 DELIVERY RATES AND ESTIMATES
8.1 Our products are delivered to our customers through an independent delivery service provider or by way of self collection (at no additional cost). Should a delivery service be selected, the shipping charges and estimated delivery time will vary depending on delivery method and other factors as set out below:
|
Distance |
PRIORITY |
STANDARD |
|
|
0-5 kilometres |
R61.00 |
R47.00 |
|
|
5-10 kilometres |
R90.00 |
R69.00 |
|
|
10-20 kilometres |
R173.00 |
R133.00 |
|
|
20-30 kilometres |
R281.00 |
R216.00 |
|
|
30-40 kilometres |
R391.00 |
R300.00 |
|
|
40-50 kilometres |
R501.00 |
R384.00 |
|
|
50-60 kilometres +60 kilometres |
R609.00 R1275.00 |
R467.00 R1 054 |
|
8.2 The final shipping cost will be displayed at checkout where a cost breakdown will be provided to you. Should the cost vary from what is indicated above, then the cost breakdown will indicate where the additional charges are derived from. Kindly note that the rates included in this policy are subject to change without prior notice. However, information on our latest rates will be made available on our website.
8.3 Should there be any delays in respect of your shipment, we will notify you at the earliest opportunity.
8.4 Further note that the estimated delivery time is exclusive of the period we take to process your order, which period aims to account for performing quality checks and scheduling your shipment so that we may deliver the best product to you.
9 CONFIRMATION AND ORDER TRACKING
Once an order has been received by us, along with the payment thereof, we will send you a confirmation SMS/email which will set out the order details, collection date and place, if applicable, or the delivery estimate to your chosen address as well as the tracking details for your order.
10 CANCELLATION, RESCHEDULING DELIVERY, CHANGE OF ADDRESS AND RETURNS
10.1 Prior to your products being delivered or collected, you may cancel the order at any time provided you do so before receiving a dispatch or delivery notice. After delivery or collection of your ordered products, you may return them only in accordance with our Returns Policy.
10.2 Should a customer need to reschedule a delivery or change the delivery address, they must contact us immediately so that we may try to accommodate their request as best as we can. Kindly note that due to orders being automated and drivers being assigned automatically as well, a rescheduling of delivery or change of delivery address may not always be possible.
11 PERSONAL INFORMATION
11.1 HotBake understands that your privacy and the security of your personal information is extremely important which is why we treat it as such. Our Privacy Policy sets out in detail our commitment to privacy protection and how we handle your personal information.
11.2 Kindly note that for the purposes of shipped products, we will require the following personal information as mandatory to fulfil your orders:
11.2.1 first name;
11.2.2 surname;
11.2.3 email address;
11.2.4 mobile number; and
11.2.5 delivery address.
11.3 Our legal basis for processing the abovementioned personal information will be based on one or more of the grounds listed under paragraph 4 of our Privacy Policy. Accordingly, HotBake undertakes to comply with the relevant provisions of the applicable data protection legislation when processing your personal information.
12 DISCLAIMER
12.1 HotBake takes every measure and effort to ensure that our products are correctly handled and delivered as quickly as possible for quality assurance (i.e., delivered frozen or as advertised). However, you acknowledge that we do not provide cold storage distribution which means that products may be thawed and, in some instances, damaged whilst in transit. HotBake shall not be liable for any loss or harm caused to a customer as a result of products being thawed or damaged whilst in transit.
12.2 Kindly note that HotBake will in no way be liable for any harm or wrongdoing caused by or involving the independent delivery service providers that we use along with their drivers.
13 CONTACT
13.1 Should you have any queries or require further assistance with regards to a shipped product or any of our terms as contained in this Policy, kindly contact us at –
Location Email Telephone
Ophirton ophirton@hotbake.co.za
+27 11 429 4076
13.2 For any other general customer related issues, kindly contact us at zlambert@hotbake.co.za.
14 POLICY REVISION
This policy is subject to review and amendment without prior notice. However, HotBake undertakes to ensure that any amendments hereto are communicated on our publicly available platforms such as our website, for the benefit of the public, our customers, and any other persons who may be affected by this policy.
15 VERSION CONTROL
Last updated July 2025