Shipping policy

Shipping Policy – Timber Town
At Timber Town, we’re committed to getting your solid pine furniture to you safely, efficiently, and with clear communication every step of the way.
Free Shipping
We currently offer free delivery on qualifying orders within South Africa.
Where free delivery applies:
No shipping fees will be charged
Delivery timeframes below still apply
Certain remote or very rural areas may be excluded (see Shipping Restrictions)
Any exclusions will be clearly communicated before dispatch.
Order Processing Time
Orders are typically processed within 3 to 7 working days after being placed.
This includes:
Final checks
Packing
Booking with our courier partners
During peak periods or for made-to-order items, processing times may vary slightly. We will communicate if delays occur.
Delivery Timeframes
Once dispatched, delivery usually takes 2 to 5 working days, depending on your location.
Delivery times may vary based on:
Distance from Knysna
Courier routes
Weather or unforeseen delays
Our Couriers & Order Tracking
Most of our deliveries are handled through The Courier Guy or equivalent reputable courier services.
Once your order is dispatched, you will receive:
A tracking link
Courier contact details where applicable
This allows you to monitor your shipment’s progress.
Receiving Your Order
Large furniture items require access for delivery and offloading.
Please note:
Couriers will generally assist with offloading
Customers may be required to assist in carrying items inside
Timber Town does not currently offer assembly services
We will do our best to accommodate special timing requests, but:
Final scheduling responsibility lies with the customer and the courier
The customer must ensure someone is available to receive the order
Access must be suitable for delivery vehicles
Failed Delivery Attempts
If a courier attempts delivery multiple times and:
We have also personally tried to contact the customer
And no successful delivery can be made
The order may be returned to us.
In such cases:
The customer will be charged for any subsequent delivery attempt
Free shipping does not include multiple delivery attempts
We can only operate within courier parameters and policies
Returned to Sender
If an order is returned to us due to:
Failed delivery attempts
Incorrect delivery information
Or the customer being unavailable
The customer will be responsible for:
Any re-delivery costs
And any additional courier fees incurred
Damaged or Lost Shipments
While we take great care in packaging and selecting couriers, issues can occasionally arise.
If your order:
Arrives damaged
Goes missing
Or appears tampered with
Please notify us within 48 hours of delivery at:
📧 jacques@timbertownknysna.com
We will:
Liaise with the courier on your behalf
Investigate the issue
And arrange a replacement or resolution where applicable
Shipping Restrictions
At this time:
We do not ship internationally
Certain very rural or hard-to-access areas may:
Not qualify for free delivery, or
Not be serviceable by couriers
This includes some parts of the Eastern Cape where door-to-door delivery is not available.
In such cases:
We can arrange delivery to the nearest courier hub where possible
This will be communicated before dispatch
Changes to Delivery Address
If you need to change your delivery address:
Please notify us before dispatch
Address changes after dispatch may result in:
Delays
Or additional charges passed on by the courier
Contact Information
If you have any questions regarding shipping or delivery, please contact us:
📧 Email: jacques@timbertownknysna.com
📞 Phone: 083 312 61016
📍 Address: 21 Meeu Street, Knysna Industrial, Western Cape, 6571
Agreement
By placing an order with Timber Town, you agree to the terms of this Shipping Policy.
Thank you for choosing Timber Town for your furniture needs.