Shipping, Delivery and Collection Policy

1. DELIVERY/COLLECTION OPTIONS AND COST

Delivery can only be chosen for South Africa or Namibia as Impaq does not deliver to any other country. 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 student number. Should you have registered more than one learner, packages may not be ready at the same time due to stock availability and processing date (among other factors).

1.1 Warehouse open and closure

Warehouse collection hours: Monday to Friday from 09:00 to 14:00. The warehouse is closed on weekends, public holidays, and from 20 December 2023 to 2 January 2024. Distribution will resume on 2 January 2024.

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

Impaq’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 and agreement) 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 information is available on my.Impaq. You will be notified via email and SMS once your package is shipped from the Optimi warehouse. You will be able to track your package through the tracking code sent to you. It will also be available on the learner’s profile on my.Impaq.

1.3 Delivery to Namibia

Imaq’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 and agreement) have been allocated to your account. 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 Impaq, 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 be able to track your package through the tracking code sent to you. It will also be available on the learner’s profile on my.Impaq.

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. Packages should not be collected before you have been notified that it is ready for collection. Please note: We require the learner’s name, surname, and student number to release the package. For security reasons, please have your ID or driver’s licence on hand.

2. CHANGING THE DELIVERY ADDRESS

The delivery address cannot be changed once the deposit or full payment has been received by Impaq. The delivery address may be changed before the application is finalised 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 while the parcel is en route, the cost will be for the account of the client.

3. ITEMS NOT IN STOCK

Our aim is to provide all the items ordered (per learner) simultaneously. 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 (as per the delivery note) have been delivered to you. Should you notice that an item has not been delivered, please notify us within seven (7) business days by sending an email to info@impaq.co.za, clearly stating the student number and the missing item codes as per the delivery note. One of our consultants will contact you to assist.

5. DAMAGED ITEMS

It is your responsibility to check that all the items you receive are in good order. Should you notice that an item has been damaged, please notify us within seven (7) business days by sending an email to info@impaq.co.za, clearly stating the student number. Please send photographs as proof of the damage when submitting your complaint. One of our consultants will contact you to assist.