Shipping & Payment Info

Shipping and Payment Policy

1. Introduction

This Shipping and Payment Policy outlines how Cloud Thirteen manages orders, payments, and deliveries for customers using our website and Netcash Shop. By placing an order, you agree to the terms described below.

2. Shipping Options

Local Shipping

We deliver within South Africa using trusted courier services.
Delivery times may vary depending on the courier and your location.

International Shipping

Currently, we offer limited international shipping. Please contact us for availability and rates.

Supported Shipping Zones

Local: All major cities and towns across South Africa.
International: By arrangement.

Shipping Costs

Shipping costs are calculated at checkout based on weight, size, and delivery destination.
Free shipping may be offered during promotions, which will be clearly stated on the website.

3. Order Processing and Delivery Times

Orders are typically processed within 1–3 business days.
Delivery times:
- Small orders: 1–3 days
- Larger orders: 7–14 days
- Fabricated signage: up to 21 days
Tracking information will be provided once your order has been dispatched.

4. Returns, Exchanges, Damages, and Lost Packages

Returns and Exchanges

Items can be returned or exchanged within 7 days of receipt, provided they are unused and in original packaging.
Custom or personalized items are non-returnable unless defective.

Damages and Lost Packages

Report damaged or lost items within 48 hours of delivery.
We will assess the claim and, where applicable, offer a replacement, refund, or repair.

5. Payment Options

We accept payments via Netcash Shop, including:
- Credit and debit cards (Visa, MasterCard)
- Instant EFT
- SnapScan and other supported mobile payment methods

Payment Requirements and Instructions

Orders must be paid in full before dispatch.
Payment confirmation is required for order processing.
If payment is not received within 7 days, the order may be cancelled.

6. Frequently Asked Questions

Q: Can I change my shipping address after placing an order?
A: Please contact us immediately. Changes may not be possible once the order has been dispatched.

Q: How do I track my order?
A: A tracking number will be sent to your email once your order ships.

Q: What if my payment fails?
A: Ensure all payment details are correct or contact Netcash Shop support for assistance.

Q: Are international shipping costs refundable?
A: Shipping costs are non-refundable unless the item is damaged or lost.

7. Contact Information

For any questions regarding shipping, payments, or orders, please contact us at:

Cloud Thirteen
Email: admin@cloud13.co.za
Telephone: +27870959220
Address: 16 Honda Lane, Neave Industrial Park, Neave TSP, Port Elizabeth, South Africa, 6001

Last updated: 7 January 2026