Shipping policy
Shipping Policy – Mystic Sanctuary
Effective Date: April 08, 2025
At Mystic Sanctuary, we are committed to dispatching your cards and collectibles accurately, securely, and within clearly defined timeframes. This Shipping Policy outlines how shipping is handled and sets clear expectations regarding delivery, risk, evidence requirements, and customer responsibilities.
1. Where We Ship
We currently ship nationwide within South Africa. If you are located outside South Africa and wish to place an order, please contact us before purchasing to arrange special shipping.
2. Processing Times
- Orders are typically processed within 1–2 working days after payment confirmation.
- Orders placed over weekends or public holidays are processed on the next business day.
- To manage shipping costs efficiently, orders are dispatched twice weekly on Tuesdays and Thursdays.
- Cut-off time: 11:00 AM on the business day prior to dispatch.
3. Dispatch, Risk & Responsibility
All orders undergo a multi-step packing and verification process prior to dispatch.
Once an order has been packed, verified, and handed over to the courier, the risk of loss, theft, damage, or tampering transfers to the customer.
Mystic Sanctuary cannot be held responsible for delays, losses, or damages occurring after dispatch, except where required under applicable consumer protection laws.
Customers are responsible for inspecting parcels immediately upon receipt and reporting any issues within required timeframes.
Failure to inspect immediately or failure to provide evidence may result in a declined claim.
4. Delivery Times
- 4–7 business days for major cities and surrounding areas
- 7–14 business days for rural or outlying areas
Delivery times are estimates only and may vary due to courier delays, customs, weather, or operational factors.
Items fulfilled through our global partner network may experience additional delays. These delays do not indicate that an item was not supplied or incorrectly packed.
5. Shipping Delays or Missing Deliveries
Customers should allow sufficient time for delivery before reporting an issue.
If an order has not arrived after 10 working days, contact us for a formal investigation with the courier.
Missing, Incorrect, or Tampered Items
All claims must be reported within 7 days of confirmed delivery and MUST include:
- Clear photos of the external packaging
- Photos of the internal packaging and contents
- Photos of any signs of tampering or damage
Claims submitted without evidence, submitted late, or conflicting with our internal records may be declined without exception.
Mystic Sanctuary will not be liable for claims arising from:
- Delayed inspection
- Third-party interference after delivery
- Unsubstantiated or unverifiable claims
6. Customer Responsibilities
Customers are strictly responsible for:
- Providing accurate and complete delivery information
- Ensuring access to the delivery address
- Monitoring tracking notifications
- Being available for delivery when required
- Inspecting parcels immediately upon receipt and verifying contents
Important: Risk of loss passes to the customer once delivery is confirmed by the courier.
Failure to comply with inspection and evidence requirements may result in declined claims.
7. Incorrect Shipping Information
Mystic Sanctuary is not responsible for delays, failed deliveries, or losses resulting from incorrect or incomplete shipping information provided by the customer.
8. Damaged or Tampered Parcels
If your parcel arrives damaged or shows signs of tampering:
- Take clear photos immediately, ideally while the courier driver is present.
- Email the photos and details to accounts@mysticsanctuary.co.za within 48 hours.
Packages without insurance, or where the customer declined insurance, remain the customer’s responsibility.
Failure to report within 48 hours may affect our ability to assist.
9. Verification of Shipping Claims
All shipping-related claims undergo verification, including:
- Order records
- Packing logs and photographic packing documentation
- Inventory reconciliation
- Courier tracking data and delivery scans
Mystic Sanctuary reserves the right to decline any claim that:
- Cannot be substantiated
- Conflicts with internal records or courier data
- Falls outside required timelines
- Lacks required evidence
10. Need Help?
For questions or special delivery arrangements: