Family Marketplace
Shipping & Delivery

Shipping & Delivery Policy

Last updated: May 2025

1. Overview

Family Marketplace is a classified advertising platform that connects buyers and sellers across South Africa. We do not stock, ship, or deliver goods ourselves. All shipping and delivery arrangements are made directly between the buyer and seller.

This policy sets out expectations and guidance for shipping and delivery of goods listed on our platform, and outlines our digital service delivery timelines for platform subscriptions and paid features.

2. Physical Goods (Buyer-Seller Transactions)

Delivery Arrangements:

  • Delivery terms (cost, timeframe, courier used) must be agreed between the buyer and seller before payment.
  • All delivery details should be confirmed in writing via the platform messaging system.
  • Family Marketplace is not responsible for lost, damaged, or delayed deliveries.

Estimated Delivery Times (Seller Responsibility):

Delivery TypeEstimated Time
Local (same city)1–3 business days
National (major cities)3–5 business days
Remote / rural areas5–10 business days
Collection (buyer collects)As agreed between parties

Recommended Couriers in South Africa:

  • The Courier Guy
  • Aramex South Africa
  • DHL South Africa
  • PostNet
  • Pargo
  • Fastway Couriers

Note: Family Marketplace does not endorse or have a commercial relationship with any courier service.

3. Digital Services & Subscriptions

Family Marketplace subscriptions and platform features are digital services delivered immediately upon confirmed payment.

  • Membership activation: Immediate upon successful payment confirmation.
  • Listing boosts & promotions: Active within 15 minutes of payment confirmation.
  • AI credits: Credited to your account within 5 minutes of payment confirmation.
  • Receipt/invoice: Emailed to your registered address within 1 hour of payment.

If your subscription or credits are not activated within the above timeframes, please contact us at support@familymarketplace.co.za.

4. Seller Obligations

Sellers on Family Marketplace are required to:

  • Clearly state delivery options and costs in the listing description.
  • Dispatch goods within the timeframe agreed with the buyer (and no later than 7 business days after payment).
  • Provide the buyer with tracking information once the item has been shipped.
  • Package goods securely to prevent damage in transit.
  • Respond to buyer delivery queries within 2 business days.

Failure to honour delivery commitments may result in account suspension. See our Terms of Service for more information.

5. Lost or Damaged Goods

Family Marketplace is not liable for goods lost or damaged in transit. However, we encourage the following steps:

  1. Contact the seller immediately via our messaging system.
  2. File a claim with the courier service using your tracking number.
  3. If unresolved, submit a dispute via our Report page.
  4. Under the Consumer Protection Act, sellers are responsible for ensuring goods arrive in the condition described.

6. Contact Us