Shipping, Delivery and Collection Policy

1. DELIVERY/COLLECTION OPTIONS AND COST

Delivery is only available in South Africa or Namibia. Optimi does not deliver to any other countries. Packages may also be collected in person or via courier from the Optimi warehouse in Centurion, Gauteng. Please note that packages are prepared for delivery/collection per order and orders are not combined.

Where applicable, should you have registered more than one learner with Impaq homeschooling or online schooling, packages may not be ready at the same time due to stock availability and processing date.

1.1 Warehouse open and closure

Warehouse collection hours: Monday to Friday from 09:00 to 14:00. The warehouse is closed on weekends and public holidays.

December closure: The warehouse will close for collections on 19 December 2024. The last distribution date for 2024 will be on 12 December 2024. The warehouse will reopen on 2 January 2025.

Please note:  Delivery is subject to stock availability. 2025 Stock is available from 1 November 2024, with the first deliveries for 2025 taking place from mid-November. Parcels are picked and packed daily according to the order status.

Tutors and Schools may only be able to order current year stock up until mid-August of the relevant year. Kindly contact your consultant to confirm the availability of stock.

Impaq Homeschooling and Impaq Online School clients: track your order availability for collection/delivery on my.Impaq: simply click on Stock Summary in the Delivery block (underneath Guardian details).

1.2 Delivery in South Africa

Optimi’s products are delivered by a third-party courier. Courier fees are not included in the package price but are included in the final quote upon registration. Your order will be processed once the fees (as per the final quotation) have been allocated to your account. We refer to this as the order date. Packages are generally delivered within seven (7) to ten (10) working days from this date. Please ensure that the correct delivery information is provided as per your quotation. You will be notified via email and SMS once your package is shipped from the Optimi warehouse, and you can track your package using the tracking code.

1.3 Delivery to Namibia

To receive a delivery in Namibia, you will need to:

complete mandatory export documentation as required by the Namibian authorities,
complete a document stating that you are a private person (and not a company) importing the books and that you are aware of the delivery that needs to take place at the address provided upon registration,
provide a certified copy of the receiver’s ID as required by the Namibian authorities.

Once all the required documentation has been received and approved by Optimi, the package will be shipped. Delivery from this date generally takes place within seven (7) to fifteen (15) working days. You will be notified via email and SMS once your package is shipped from the Optimi warehouse. You will also be able to track your package through the tracking code sent to you.

1.4 Collection

Packages may be collected in person or via courier from the Optimi warehouse in Centurion, Gauteng. Your order will be processed once the fees (as per the final quotation and agreement) have been allocated to your account. We refer to this as the order date. Packages are generally ready for collection within three (3) to five (5) working days from this date. You will be notified via email and SMS once your package is ready for collection. Please do not attempt to collect your package before you have been notified that it is ready for collection. A valid ID or driver’s license is required for the person collecting the parcel. We will also require the following information:

Collecting on behalf of a learner (Courier/Account Holder/Guardian/Tutor):

Learner’s name & surname
Student number

Collecting on behalf of a tutor business:

Name of tutor business
H-number

Collecting on behalf of a school:

School name
Account number

Please note that parcels must be collected within 3 months of receipt of notification for collection. Should the parcel not be collected on/or before the deadline provided in the email notification, Optimi retains the right to dispose of, donate or resell the stock.

2. CHANGING THE DELIVERY ADDRESS

The delivery address cannot be changed once the deposit (where applicable), or full payment has been received by Optimi. The delivery address may be changed before the application is finalised or the order is placed and before the quote has been accepted. The address may also be changed for future orders. In extenuating circumstances, should the address need to be changed after the parcel has left the Optimi warehouse and before reaching the client, the cost will be for the account of the client.

3. ITEMS NOT IN STOCK

Our aim is to provide all the items ordered at the same time. Unfortunately, stockouts may occasionally occur. If certain items are not in stock, your package will be held back until the stock is received. Your full package will, however, never be held back for more than seven (7) working days. Your order will, therefore, be partially processed and dispatched as more than one parcel. The items not included in your package will show as ‘back order’ items on the delivery note. The lead time for the missing items will depend on the supplier’s printing schedule.

4. ITEMS MISSING FROM AN ORDER

It is your responsibility to check carefully that all items have been delivered to you (as per the delivery note). Should you notice that an item has not been delivered, please notify us within seven (7) business days from receiving the parcel.

5. DAMAGED ITEMS

It is your responsibility to check that all the items you receive are in good condition. Should you notice that an item has been damaged, please notify us via email within seven (7) business days. The following information must clearly be indicated in your written notification:

Student number for registered Impaq Homeschooling and Impaq Online School clients
H-number for tutor businesses
Order number for schools. Please send photographs as proof of the damage when submitting your complaint. One of our consultants will contact you to assist.

Please refer to clause 7 of this policy for the contact details of the relevant departments.

6. CANCELLING AN ORDER

Impaq homeschool and online school clients must refer to the relevant cancellation policies available at the following links:

Tutor businesses and schools may return an order and receive a refund, subject to the following conditions:

The order must be returned within fourteen (14) working days from receipt of the parcel.
The parcel must be returned sealed and in its original packaging.
The parcel must not be damaged.

Please note that delivery fees are non-refundable, and Optimi will not be liable for the return shipping costs.

7. GET IN CONTACT

For any queries, changes, cancellations and/or returns, please contact:

Impaq Online School clients: onlineschool@impaq.co.za

Impaq Homeschooling clients: info@impaq.co.za

Tutor businesses: tutorsupport@impaq.co.za

Schools: helloclassroom@impaq.co.za