Shipping Policy

This Shipping Policy explains how ASCERA11 processes and delivers physical product orders.

Order Processing

Orders are generally processed within 1–3 business days after payment has been successfully received.

Orders placed on weekends or public holidays will generally be processed on the next business day.

Certain products, including limited-edition, made-to-order or specially produced products, may require additional processing time. Where this applies, the estimated timeframe will be stated on the relevant product page or communicated to the customer.

Delivery

Available delivery options, applicable delivery charges and estimated delivery timeframes will be displayed during checkout or on the relevant product page where applicable.

Delivery timeframes are estimates and may vary depending on the delivery address, courier availability, public holidays, peak periods and circumstances outside ASCERA11's reasonable control.

Customers are responsible for providing accurate delivery information, including the correct delivery address and contact details.

Shipping Confirmation and Tracking

Once an order has been dispatched, ASCERA11 or its delivery provider may send a shipping confirmation containing available tracking information.

Tracking information may take approximately 24–48 hours to become active after dispatch.

Delivery Delays

If an order is significantly delayed beyond the communicated delivery timeframe, please contact ASCERA11 so that we can investigate the status of the shipment with the relevant delivery provider.

Where ASCERA11 is responsible for a failure to deliver within the applicable agreed or reasonable timeframe, the customer's rights under applicable South African law will apply.

Lost, Damaged or Incorrect Deliveries

If a parcel arrives visibly damaged, contains an incorrect product, or appears to have been lost in transit, please contact ASCERA11 as soon as reasonably possible with your order details and, where appropriate, photographs of the packaging and product.

ASCERA11 will investigate the matter with the relevant delivery provider and arrange an appropriate remedy where required.

Where a product is damaged, defective, incorrectly supplied or otherwise qualifies for a statutory remedy, ASCERA11 will handle the return, replacement or refund in accordance with applicable law and ASCERA11's Returns and Refunds Policy.

Customers should not dispose of damaged packaging or products before ASCERA11 has had a reasonable opportunity to investigate the matter.

International Shipping

Where international shipping is offered, delivery availability, shipping charges and estimated delivery times will be communicated during checkout or on the relevant product page.

International customers are responsible for any applicable customs duties, import taxes, clearance charges or other fees imposed by the destination country, unless expressly stated otherwise.

International deliveries may be subject to customs inspection or clearance procedures, which can affect delivery times.

Delivery Address and Failed Delivery

Customers are responsible for providing accurate and complete delivery information.

If a delivery cannot be completed because incorrect or incomplete information was provided by the customer, or because the customer is unavailable to accept delivery, additional delivery or re-delivery charges may apply where permitted.

Collection

Where ASCERA11 offers a collection option, the applicable collection location, availability and collection timeframe will be communicated during checkout or in the order confirmation.

Contact

For questions regarding delivery, tracking or an order that has not arrived, please contact ASCERA11 using the contact details provided on the website or in your order confirmation.

Physical Products

Shipping Methods

Available shipping methods will be displayed at checkout.

Where applicable, the estimated delivery timeframe and any relevant delivery conditions will be shown for each available shipping option.

The delivery timeframe begins once the order has been processed and dispatched, unless otherwise stated.

Shipping Costs

Shipping costs will be calculated and displayed at checkout based on the delivery address, package requirements and selected shipping method.

From time to time, ASCERA11 may offer free or discounted shipping subject to the conditions displayed on the website.

Delivery

Orders will be delivered to the address provided by the customer at checkout.

Customers are responsible for ensuring that their delivery information is accurate and complete before completing their purchase.

If an order cannot be delivered because the customer provided an incorrect or incomplete address, additional delivery or re-delivery costs may apply where permitted.

This does not limit any consumer rights that apply where ASCERA11 or its delivery provider is responsible for a delivery failure.

P.O. Boxes

Delivery to P.O. Boxes will be available only where supported by the selected delivery provider.

Certain delivery services, including express or time-sensitive services, may require a physical street address.

Customers should select an appropriate delivery address and shipping method during checkout.

Delivery Restrictions

Certain products may have specific delivery restrictions because of their size, weight, nature or other logistical requirements. Where applicable, these restrictions and any additional delivery charges will be communicated before the order is completed.

Digital Products

Digital Delivery

Digital products are delivered electronically after payment has been successfully confirmed.

Depending on the product, you may receive a download link, access instructions, or other delivery information by email or through your ASCERA11 account.

Delivery is generally automated, but in some circumstances access may take longer than expected. If you do not receive your digital product, please contact ASCERA11 for assistance.

Download Access

Where a digital product is provided through a download link, the applicable download period and access conditions may vary by product.

Where a specific download period or number of downloads applies, this will be stated on the relevant product page or communicated at the time of purchase.

Customers are responsible for downloading and securely storing purchased files where applicable.

Delivery Issues

If you do not receive your digital product within a reasonable period after your purchase:

Check your spam or junk email folder.
Confirm that the email address provided at checkout is correct.
Check your ASCERA11 account, where applicable.
Contact ASCERA11 with your order details.

ASCERA11 will assist with restoring access or delivering the purchased digital product where reasonably possible.

Compatibility and Access

Customers are responsible for ensuring that their device, software and internet connection are compatible with the requirements stated on the relevant product page.

Any specific file format, software, hardware or system requirements will be communicated before purchase where applicable.

Bookings and Services

Confirmation

After completing a booking, customers will receive a confirmation containing the relevant booking information, which may include:

Date and time of the appointment or service;
Location or virtual meeting details;
Relevant provider or service information; and
Preparation or other instructions, where applicable.

Customers should review their confirmation and notify ASCERA11 as soon as possible if any information appears to be incorrect.

Reminders

Where reminder notifications are available, ASCERA11 may send reminders before a scheduled appointment or service.

The timing and method of reminders may vary depending on the booking system and service.

Customers remain responsible for attending their scheduled appointment and should retain their booking confirmation for reference.

Virtual Appointments

Where a service is provided virtually, the required meeting or access link will generally be provided in the booking confirmation or in a subsequent communication.

Customers are responsible for having a suitable device, internet connection and any required software or applications necessary to participate in the appointment.

Customers should test their internet connection, camera and microphone before the scheduled appointment where these are required.

If a customer experiences difficulty accessing a virtual appointment, they should contact ASCERA11 as soon as possible.

Memberships

Access

Once payment has been successfully confirmed, the membership will be activated in accordance with the membership plan purchased.

Members will receive the relevant access or account information by email or through the ASCERA11 website.

The timing of access may vary depending on the membership type and any verification or account setup required.

Account Setup

Where an account is required, customers may be asked to create or activate an account using the email address provided during purchase.

Customers are responsible for keeping their account credentials secure and for ensuring that their account information remains accurate and up to date.

Member Benefits

Members will have access to the features, content, products, services or other benefits included in the membership plan purchased.

The specific benefits, limitations and access conditions applicable to a membership will be stated on the relevant membership product page.

Certain benefits may require additional registration, verification, booking or eligibility requirements.

Membership benefits may change over time, provided that ASCERA11 does not unlawfully remove or materially alter rights already paid for under an existing membership.

Access Problems

If a member is unable to access an included membership benefit after their membership has been activated, they should contact ASCERA11 with their account or order details so that the issue can be investigated.

Event Tickets

E-Ticket Delivery

Tickets will generally be delivered electronically after payment has been successfully confirmed.

Depending on the event and ticketing system, tickets may be delivered by email, made available through your ASCERA11 account, or provided through another electronic ticketing method.

Customers should retain their ticket and ensure that they can access it before arriving at the event.

Ticket Format

Where supported by the relevant ticketing system, e-tickets may be:

Displayed on a mobile device;
Printed and presented at the event; or
Added to a supported digital wallet.

The specific ticket format and entry requirements will be communicated for each event.

Event Day

Customers should arrive sufficiently early to allow time for entry, security checks and ticket scanning.

The recommended arrival time and any specific entry instructions will be communicated with the event details or on the ticket.

Customers should have their ticket readily accessible when entering the venue.

Event-Specific Requirements

Individual events may have additional entry requirements, including age restrictions, identification requirements, dress codes, security procedures, prohibited items, or specific arrival times.

These requirements will be communicated on the relevant event page or ticket information.