Shipping policy

Metrivo Shipping & Delivery Policy

Last updated: 26 September 2026

Thank you for shopping with Metrivo.

This Shipping & Delivery Policy explains how orders placed through the Metrivo online store are processed and delivered within South Africa.

By placing an order with Metrivo, you acknowledge and agree to the shipping terms set out below, subject to your rights under applicable South African law.

1. Delivery Method

Metrivo currently offers Store-to-Door delivery via Aramex for orders within South Africa.

Orders are delivered to the delivery address provided by the customer during checkout.

Once an order has been dispatched, customers may receive tracking information where tracking is available.

2. Estimated Delivery Time

Metrivo's estimated delivery time is:

8–11 business days

The delivery period generally begins once the order has been processed and handed to the courier for delivery.

The stated delivery period is an estimated timeframe and not a guaranteed delivery date, unless Metrivo has expressly agreed to a specific delivery date with the customer.

Business days generally exclude Saturdays, Sundays and South African public holidays.

Orders may occasionally arrive earlier or later than the estimated timeframe.

3. Order Processing

Orders are processed after successful payment has been received and verified.

Processing and dispatch may take additional time during:

  • weekends;

  • public holidays;

  • promotional periods;

  • unusually high order volumes;

  • stock-related circumstances; or

  • circumstances outside Metrivo's reasonable control.

Metrivo will make reasonable efforts to process orders as efficiently as possible.

4. Courier Delays

Metrivo uses Aramex as its delivery partner.

Once an order has been handed to the courier, certain aspects of the delivery process are outside Metrivo's direct control.

Metrivo will therefore not be responsible for delays caused solely by circumstances outside Metrivo's reasonable control, including, where applicable:

  • courier network disruptions;

  • unusually high courier volumes;

  • severe weather;

  • natural disasters;

  • road closures;

  • traffic incidents;

  • strikes or industrial action;

  • public disturbances;

  • incorrect or incomplete delivery information supplied by the customer;

  • unsuccessful delivery attempts;

  • the customer being unavailable to receive the order;

  • remote-area delivery complications;

  • unforeseen operational disruptions; or

  • other events beyond Metrivo's reasonable control.

Where a delay occurs, Metrivo will make reasonable efforts to assist the customer and, where appropriate, communicate relevant tracking or courier information.

This clause does not exclude or limit any consumer right or remedy that cannot legally be excluded or limited under South African law.

5. Delivery Address

Customers are responsible for providing a complete and accurate delivery address at checkout.

Please ensure that the following information is correct:

  • Full name;

  • Street address;

  • Building or unit number, where applicable;

  • Suburb;

  • City or town;

  • Province;

  • Postal code; and

  • Contact telephone number.

Metrivo cannot guarantee successful delivery where incorrect, incomplete or misleading delivery information has been provided by the customer.

If a delivery fails because incorrect or incomplete information was supplied by the customer, additional delivery charges may apply where permitted by law.

6. Failed Delivery Attempts

The courier may attempt to deliver the order to the address provided by the customer.

If delivery cannot be completed because nobody is available, the address is incorrect, access is unavailable, or another issue prevents delivery, the courier may arrange a further delivery attempt or provide alternative collection arrangements.

Customers should respond promptly to courier communications regarding unsuccessful delivery attempts.

Additional costs arising directly from incorrect information or customer-requested changes may be charged where permitted by law.

7. Tracking

Where tracking is available, Metrivo will provide the customer with the applicable tracking information once the order has been dispatched.

Customers can use the tracking information to monitor the progress of their shipment.

Tracking information is provided by the courier and may not update immediately at every stage of the delivery process.

A lack of an immediate tracking update does not necessarily mean that an order has been lost.

8. Delayed Orders

If your order has not arrived within the estimated 8–11 business day delivery period, please contact Metrivo so that we can investigate the shipment.

Metrivo may contact the courier to obtain additional information regarding the shipment.

Customers should retain their order confirmation and tracking information while an investigation is underway.

Where a shipment is confirmed as lost, Metrivo will work with the courier to resolve the matter and provide an appropriate remedy in accordance with applicable law.

9. Lost Parcels

If a parcel is confirmed to have been lost during delivery, Metrivo will investigate the matter with the courier.

Depending on the circumstances, Metrivo may arrange for the order to be replaced or provide another appropriate remedy.

Nothing in this section limits a consumer's rights under applicable South African law.

10. Damaged Parcels

Customers should inspect their parcel and product as soon as reasonably possible after delivery.

If the parcel or product appears damaged, please contact Metrivo promptly and provide:

  • your order number;

  • photographs of the parcel;

  • photographs of the packaging;

  • photographs of the damaged product; and

  • a description of the damage.

Please retain the original packaging until the matter has been resolved.

Metrivo may use the information provided to investigate the matter with the courier.

Where Metrivo is legally responsible for the damage, the applicable statutory remedy will apply.

11. Delivery Risk

Metrivo will comply with applicable South African consumer-protection legislation concerning responsibility and risk during delivery.

Nothing in this policy transfers risk to the customer earlier than is legally permitted.

In particular, this policy does not exclude any statutory rights relating to goods that are lost, damaged, defective or incorrectly supplied.

12. Delivery Delays Outside Metrivo's Control

Metrivo will make reasonable efforts to meet the estimated delivery period.

However, circumstances can arise that are outside Metrivo's reasonable control.

Examples include severe weather, natural disasters, major transport disruptions, strikes, civil disturbances, road closures, courier network disruptions, unusually high delivery volumes and other unforeseen events.

Where such circumstances occur, Metrivo will not be responsible for the resulting delay to the extent that the delay was genuinely outside Metrivo's reasonable control.

Metrivo will nevertheless make reasonable efforts to assist customers and resolve significant delivery problems.

Nothing in this section limits a consumer's rights where applicable South African law provides a remedy for a failure to deliver.

13. Incorrect or Unclaimed Orders

If an order is returned to Metrivo because the customer provided an incorrect address, refused delivery, failed to collect the parcel where collection was required, or otherwise caused the delivery to fail, Metrivo may contact the customer to arrange a further delivery.

Additional delivery costs may apply where the additional cost resulted from the customer's actions and where charging those costs is permitted by law.

14. Changes to Delivery Information

If you need to change your delivery address after placing an order, contact Metrivo as soon as possible.

Metrivo cannot guarantee that an address change will be possible once the order has been processed or dispatched.

Once an order has entered the courier network, any address change may be subject to the courier's procedures and additional charges.

15. Public Holidays and Peak Periods

Delivery times may be longer during periods of unusually high demand, including:

  • Black Friday;

  • Cyber Monday;

  • December holidays;

  • major promotional campaigns;

  • public holidays; and

  • other periods of increased courier activity.

Metrivo will make reasonable efforts to communicate significant expected delays where practical.

16. Statutory Consumer Rights

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot legally be excluded, restricted or waived under South African law.

Where this policy conflicts with a mandatory provision of applicable legislation, the applicable legislation will prevail.

This includes statutory rights relating to delivery, defective goods, refunds, cancellations and other consumer remedies.

17. Contact Metrivo

If you have a question regarding the delivery of your order, please contact Metrivo through the customer-service contact details provided on our website.

Please include your order number when contacting us so that we can assist you as quickly as possible.

Metrivo