Shipping & Delivery Policy

Physical orders — mainly Bandzi Studio party packs — are either collected from us or couriered to you. You choose when you request your quote, and the choice appears on your quote and invoice.

• Pickup — free of charge, collected from our Gauteng premises by arrangement
• Courier within Gauteng — R150 standard, charged as a line item on your quote
• Business Studio digital services are delivered electronically at no delivery charge

Pickup carries no delivery fee. Once your order is ready we mark it Awaiting Pickup and contact you to arrange a time.

• Bring your order or job number and your ID
• Someone else may collect on your behalf if you tell us their name in advance
• Please collect within 14 days of being notified that the order is ready
• Orders not collected within 30 days may incur a storage fee or, after written notice, be treated as abandoned

Pickup address: BanBanz Solutions HQ, Johannesburg. Please bring your order number and ID. Hours: Mon–Fri 9:00–17:00, Sat 9:00–13:00.

Courier delivery inside Gauteng is charged at R150 standard for a normal party pack order.

• Gauteng standard courier — R150
• Outside Gauteng — quoted per order based on destination, weight and volume; ask us and we will confirm before you approve
• Bulk, oversized or multi-box orders may attract an additional fee, which will always be shown on your quote before you approve it
• The courier fee is never added silently — if it is not on the quote you approved, it is not charged

Once your order is handed to the courier we mark it Dispatched and send you the waybill or courier reference. From that point delivery timeframes are controlled by the courier.

Production time and delivery time are separate. Delivery estimates begin only once your order leaves us.

• Gauteng courier — typically 1 to 3 working days after dispatch
• Other major centres — typically 2 to 4 working days after dispatch
• Outlying and rural areas — typically 3 to 5 working days after dispatch
• Pickup — available the same day we notify you that the order is ready

Current production turnaround: Party packs 5–7 working days · Avatar & custom themes 7–10 working days · Business Studio concepts 3–5 working days. Timelines start once your deposit is confirmed.

These are estimates, not guarantees. December, public holidays, load shedding, weather and courier backlogs can extend them. If your order is for a fixed event date, tell us the date up front so we can plan production and dispatch to land safely before it.

To make sure your order reaches you, please:

• Give a complete, correct street address — including complex or estate name, unit number and access instructions
• Give a contactable phone number for the courier
• Make sure someone is available to receive the order during business hours
• Tell us before dispatch if your address or contact number changes
• Check the parcel on arrival before signing for it

Courier services do not deliver to Post Office boxes. Deliveries to complexes, business parks and estates may require you to authorise access.

If a delivery fails because the address supplied was incomplete or incorrect, the parcel is returned to the courier depot or to us. Redelivery to a corrected address is charged again at the applicable courier rate, because the courier charges us for both legs.

If a parcel is delivered to a wrong address that you supplied, BanBanz Solutions cannot be held responsible for the loss, although we will do what we reasonably can to help recover it.

Couriers normally attempt delivery once, and hold the parcel if nobody is available.

• If nobody is available, the courier will attempt to contact you and hold the parcel at the nearest depot
• Uncollected parcels are usually returned to sender after 5 to 7 working days
• Returned parcels can be redelivered at your cost, or collected from us free of charge
• Repeated failed attempts caused by unavailable recipients may be charged at the courier's rate

You can follow every stage of your order in your dashboard under Jobs and Delivery. The status moves through:

• Not Applicable — digital orders with no physical delivery
• Awaiting Pickup — ready for you to collect
• Picked Up — collected by you or your representative
• Courier Booked — collection by the courier has been arranged
• Dispatched — handed to the courier, with the waybill or reference shown
• Delivered — delivery confirmed

We also notify you by email and, where you prefer, by WhatsApp when your status changes. Every status change is logged with a date and time so there is a clear record.

Please inspect your order as soon as it arrives. If something is wrong, tell us quickly so we can act while the courier claim window is still open.

• Report damage within 48 hours of delivery, and within 7 days for production faults
• Send clear photographs of the outer packaging, the damaged items and the waybill
• Keep all packaging until the claim is resolved — couriers require it as evidence
• Report a parcel marked delivered but not received within 48 hours so we can lodge a courier investigation

Once we have your photographs and reference number, the process is:

• We assess the report, usually within 2 working days
• Where the fault is ours or the courier's, we reprint or replace the affected items at no cost to you
• We lodge the courier claim on your behalf where transit damage or loss applies
• Replacements are prioritised in production, and we agree a realistic timeline with you in writing
• Where a replacement cannot reach you in time for a fixed event, we discuss a partial refund or credit under our Refund Policy

Damage caused after delivery — such as items left in the rain, mishandled at a venue or altered after collection — is not covered by the replacement process.