Granite Games offers a range of shipping and collection options for orders placed through our online store, WhatsApp, or email. Shipping options, costs, and delivery times may vary depending on the destination, parcel size and weight, and the delivery service selected.

ORDER COLLECTIONS

Customers are welcome to collect orders from Granite Games by prior arrangement only. There is no shipping charge for orders collected directly from Granite Games. Please do not arrive to collect an order until you have received confirmation that your order has been processed and is ready for collection. Once your order has been prepared, we will notify you and provide the collection address together with the available collection times or arrangements. The same prior-arrangement requirement applies where a customer elects to have their own courier collect the order.

WALK-IN TRADE

Granite Games does not currently offer general walk-in retail trade. Orders placed through our online store, WhatsApp, or email may, however, be collected by prior arrangement. Customers wishing to collect an order, or have their own courier collect it, must wait until they have received confirmation that the order is ready and that collection arrangements have been made.

SHIPPING & COLLECTION OPTIONS

Customers may select from the following delivery and collection options:

COLLECTION:
Customers may collect their orders directly from Granite Games by prior arrangement only. There is no shipping charge for collection.

PUDO:
Standard PUDO shipping is available at a flat rate of R125.00 and is generally provided on a locker-to-locker or locker-to-kiosk basis. When selecting PUDO, customers must provide the details of their preferred or closest PUDO locker or kiosk together with their delivery information. Standard PUDO shipping does not include transit insurance.

COURIER:
Standard insured courier shipping is available at a rate of R175.00, subject to the destination, parcel size, weight, and the availability of a cost-effective courier service to the delivery area. Where a cost-effective courier service is not available for the customer’s area, Granite Games reserves the right to default the delivery method to PUDO. The customer will be contacted before the order is dispatched to confirm the change and the appropriate PUDO collection point.

OWN COURIER:
Customers who prefer to use their own courier service may arrange for their courier to collect their order from Granite Games by prior arrangement only. A R25.00 packing and handling fee applies to all orders collected by a customer-appointed courier. This fee covers the box, protective packing materials, preparation, and labour required to securely pack the order for courier collection. The R25.00 fee is a packing and handling charge only and does not include courier charges or transit insurance. The customer remains responsible for arranging and paying their chosen courier directly, including any courier, insurance, surcharge, re-delivery, or other associated costs. 

Customers should not arrange for their courier to collect an order until Granite Games has confirmed that the order has been processed, securely packed, and is ready for collection. The same shipping conditions applicable to uninsured PUDO shipping will apply where a customer elects to use their own courier, unless the customer independently arranges appropriate transit insurance with their chosen courier. Once the order has been handed over to the customer-appointed courier and collection has been acknowledged, responsibility for the shipment passes to the customer and their chosen courier. Any loss, theft, damage, delay, failed delivery, or other issue occurring after collection should be addressed directly with the customer’s chosen courier. Granite Games will, where reasonably possible, assist by providing relevant collection or order information that may be required for a courier claim.

FREE SHIPPING

Orders with a total qualifying value of R3,000.00 or more are eligible for free standard shipping via PUDO, subject to the conditions outlined below. Free shipping applies to standard PUDO services only and does not automatically include courier delivery, transit insurance, premium delivery services, or customer-appointed courier charges. Where PUDO cannot reasonably accommodate a shipment due to its size, weight, destination, or other service restrictions, Granite Games will contact the customer before dispatch to discuss the available delivery options and any additional charges that may apply.

ORDER PROCESSING & DISPATCH

All orders are subject to stock availability and confirmation of payment. Please allow approximately 1–3 business days for your order to be processed, packed, and prepared for dispatch. Most in-stock orders are dispatched within this period; however, during busy periods or where additional processing is required, dispatch may take up to 5 business days. If we are unable to dispatch your order within this timeframe, we will contact you using the contact details provided with your order and, where possible, provide an estimated dispatch date. Orders will not be dispatched or released for collection until payment has been received and confirmed.

SHIPPING & DELIVERY TIMES

Once your order has been dispatched, you will receive a shipping notification together with the relevant waybill or tracking information, where available. Standard courier deliveries are generally sent via road freight and usually take approximately 3–5 business days from dispatch, depending on the destination, courier hub, delivery route, and whether the delivery address is located within a major centre or an outlying area.PUDO delivery times are determined by the PUDO network and the selected destination locker or kiosk. 

Please note that delivery times are estimates and are calculated separately from our order processing and dispatch period. Granite Games cannot guarantee delivery dates or accept responsibility for delays caused by circumstances outside our reasonable control, including courier delays, transport disruptions, strikes, severe weather, unusually high seasonal demand, public holidays, national emergencies, lockdowns, or other events affecting delivery networks. Customers should allow additional delivery time during peak periods, particularly over Black Friday, the festive season, and other periods of unusually high courier demand.

TRACKING YOUR ORDER

Where tracking is available, your tracking or waybill number will be provided once your order has been dispatched. Tracking information is supplied by the applicable delivery service and may take some time to become active after the parcel has been collected from Granite Games. Once a parcel has entered the delivery network, delivery progress and estimated arrival times are subject to the applicable service provider’s operational schedules. Customers using their own courier are responsible for obtaining tracking information directly from their selected courier service.

PUDO SHIPPING

When selecting PUDO shipping, customers are required to provide their preferred or closest PUDO locker or kiosk. Customers should ensure that the selected PUDO location is correct and convenient before submitting the information to Granite Games. Where the nominated locker or kiosk is unavailable, unsuitable for the parcel, or cannot accept the shipment, Granite Games may contact the customer to arrange an alternative PUDO location. Customers are responsible for collecting their parcels from the applicable PUDO location within the collection period specified by PUDO. Any additional charges resulting from an uncollected parcel, expired collection period, return, or re-shipment may be for the customer’s account. Standard PUDO shipping is provided without transit insurance.

COURIER SHIPPING

The standard R175.00 insured courier option applies where a suitable and cost-effective courier service is available for the customer’s delivery area and the parcel falls within our standard shipping parameters. Certain destinations may attract substantially higher courier charges due to their location, route, accessibility, or classification by the courier as an outlying or remote area. Where a cost-effective courier option is not available, Granite Games may default the order to PUDO delivery rather than applying an unexpected courier surcharge. The customer will be contacted before shipping to advise them of the situation and confirm the appropriate delivery arrangements.

SHIPPING INSURANCE

Standard PUDO shipping does not include transit insurance. Customers requiring insured shipping should select the Insured Courier Shipping option where available. Courier insurance remains subject to the terms, exclusions, limitations, excesses, and claims procedures of the applicable courier or insurance provider. Customers who arrange their own courier service are responsible for arranging any required transit insurance directly with their chosen courier. Granite Games reserves the right to contact a customer before dispatch if an order requires additional insurance or a different shipping method due to its value, size, weight, destination, or other shipping requirements. Any additional charge will be communicated to the customer before the order is dispatched.

CUSTOMER-ARRANGED / OWN COURIER

Customers may arrange for their own courier service to collect an order from Granite Games by prior arrangement only. Customers wishing to use this option should select Own Courier where available or advise Granite Games when confirming their delivery arrangements. Please do not arrange for a courier to collect your order until Granite Games has confirmed that the order is ready for collection. Where a customer chooses to use their own courier:

• The customer is responsible for arranging and paying the courier directly. The customer is responsible for providing their courier with the correct collection information.
Any courier charges, insurance, surcharges, re-delivery fees, or other costs charged by the customer’s courier are for the customer’s account. Granite Games does not select, manage, track, or provide insurance for customer-appointed courier services.

• The same conditions applicable to uninsured PUDO shipping will apply unless the customer independently arranges suitable transit insurance with their courier.
Once the order has been handed over to the customer-appointed courier and collection has been acknowledged, responsibility for the shipment passes to the customer and their chosen courier.

• Any loss, theft, damage, delay, failed delivery, or other issue occurring after collection should be addressed directly with the customer’s chosen courier. Granite Games will, where reasonably possible, assist by providing relevant collection or order information that may be required for a courier claim. Customers using their own courier should ensure that the selected service is suitable for the value, size, weight, and nature of their order and arrange appropriate transit insurance where required.

FREE SHIPPING CONDITIONS

Free shipping is available on qualifying orders over R3,000.00 and applies to standard PUDO delivery only. Free shipping does not include premium, specialised, or non-standard delivery services, including:

• Same-day delivery
• Early-morning or priority delivery
• Saturday delivery
• After-hours delivery
• Public-holiday delivery
• Express delivery
• Deliveries to chain stores, embassies, or government departments
• Deliveries to remote plots, farms, townships, power stations, or other outlying or difficult-to-service areas
• Oversized, overweight, or unusually heavy shipments

Free shipping does not entitle a customer to reimbursement for shipping charges where the customer elects to use their own courier service. Granite Games reserves the right to determine the most appropriate standard delivery method for orders qualifying for free shipping. Where the shipment cannot be accommodated through the standard free-shipping service, we will contact the customer before dispatch if an alternative delivery method or additional charge is required.

SHIPPING SURCHARGES

Additional courier or delivery surcharges may apply where an order requires a non-standard delivery service or falls outside normal shipping parameters. Surcharges may apply to services or destinations including same-day, early-morning, Saturday, after-hours, public-holiday or express deliveries; deliveries to chain stores, embassies or government departments; and deliveries to remote plots, farms, townships, power stations, outlying regions, or other special-access destinations. Additional charges may also apply to heavy or oversized shipments, including parcels where the actual or volumetric weight exceeds 10 kg.

These charges may not always be calculated automatically during checkout. If an additional shipping, handling, or insurance charge is required, Granite Games will contact the customer and advise them of the amount before the order is dispatched. Where an unexpectedly high courier surcharge applies because of the customer’s location, Granite Games may offer or default the order to PUDO as a more cost-effective alternative. The customer will be contacted before this change is made and before the order is shipped.

DELIVERY ADDRESS & CUSTOMER RESPONSIBILITY

Customers are responsible for providing a complete and accurate delivery address, together with the correct recipient name, telephone number, and any information reasonably required to complete the delivery. Customers selecting PUDO are responsible for providing the correct PUDO locker or kiosk details instead of, or in addition to, their physical delivery address as required. Please carefully check your delivery information before submitting your order. Incorrect or incomplete delivery details may result in delays, failed delivery attempts, returns, or additional courier charges.

Granite Games cannot be held responsible for delivery delays, losses, or additional costs resulting from incorrect or incomplete delivery information supplied by the customer. Once an order has been successfully delivered to the physical address or PUDO location nominated by the customer, Granite Games cannot accept responsibility for subsequent loss, theft, damage, or unauthorised use of the products.

FAILED, RETURNED OR REATTEMPTED DELIVERIES

Where a delivery cannot be completed because no authorised person is available to receive the parcel, the delivery information is incorrect or incomplete, the delivery address is inaccessible, a PUDO parcel is not collected within the required period, or the delivery service is unable to complete delivery for reasons attributable to the recipient, additional delivery or re-delivery charges may apply. If a parcel is returned to Granite Games following an unsuccessful delivery or collection, the customer may be responsible for the cost of shipping the order again.

IMPORTANT SHIPPING INFORMATION

Shipping rates, delivery periods, and courier services are subject to change where required by courier pricing, destination, parcel dimensions, weight, service availability, or other operational requirements. Granite Games will make reasonable efforts to ensure that shipping charges displayed during checkout are accurate. However, certain exceptional destinations, oversized shipments, or special delivery requirements may result in additional charges that cannot be calculated automatically. 

Where an additional charge is required, we will contact you before dispatch to advise you of the amount and available delivery options. Where a standard courier service is not reasonably cost-effective for the delivery area, PUDO may be used as the alternative delivery method, but the customer will be contacted before the order is shipped. By selecting a shipping or collection method and completing your order, you acknowledge that estimated processing, dispatch, and delivery times are provided as guidelines and may be affected by circumstances outside Granite Games’ reasonable control.