Shipping policy

Prepped – Shipping & Delivery Policy

Effective Date: 4 September 2026

At Prepped, our meals are freshly prepared and frozen before being carefully packaged for delivery. We deliver throughout South Africa and take every reasonable precaution to ensure that your meals arrive in the best possible condition.

1. Delivery Areas

Prepped delivers to *all areas within South Africa*, subject to courier availability and accessibility of the delivery address.

Delivery fees are calculated at checkout based on the delivery address and the applicable courier rate.

2. Order Processing Time

Please note that *order processing time is separate from courier delivery time*.

Orders generally require *3–4 business days to be prepared and processed* before they are handed over to our courier.

Your order will therefore *not necessarily be dispatched the day after you place your order*.

We carefully prepare and freeze your meals before they are packaged and collected by the courier.

3. Courier Delivery Time

Once your order has been collected by the courier, we aim to have it delivered *within approximately 24 hours / overnight*, wherever possible.

While we aim for overnight delivery, this is an *estimated delivery target and not a guaranteed delivery timeframe*. Delivery times may vary depending on the destination, courier network, weekends, public holidays, weather, traffic, unforeseen circumstances and other factors outside of Prepped's reasonable control.

For example, an order placed on Monday may take 3–4 business days to process before being dispatched. The approximately 24-hour delivery target applies *from the time the courier collects the order*, not from the time the order is placed.

4. Frozen Packaging

All Prepped meals are shipped *frozen*.

To help maintain the temperature of your meals during transportation, orders are packed in an *airtight polystyrene container with ice packs* before being handed to the courier.

We take reasonable care to ensure that your meals are appropriately packaged for transportation. However, some softening or partial thawing may occur during transit, particularly in warmer weather or if there are unforeseen courier delays.

5. Receiving Your Order

Because our meals are frozen and perishable, we recommend that customers make arrangements for someone to receive the order where possible.

Once your order arrives, please place the meals in your freezer as soon as reasonably possible.

If your meals arrive completely or substantially defrosted and you believe they are no longer suitable for safe consumption, please do not consume them. Contact us within 12 hours of delivery and provide photographs of the meals and packaging.

Please refer to our Returns & Refunds Policy for further information regarding unsuitable, damaged or incorrect deliveries.

6. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please ensure that the address includes the correct:

* Street address;
* Suburb;
* City/town;
* Province;
* Postal code; and
* Any relevant access or delivery instructions.

If an incorrect or incomplete address is provided, this may result in a delayed or failed delivery. Any additional delivery costs arising from an incorrect address or customer-requested address change may be charged to the customer where applicable.

If you realise that you have entered an incorrect address, please contact us as soon as possible. We will do our best to assist, but we cannot guarantee that an address can be changed once an order has been dispatched.

7. Failed Deliveries

Customers are responsible for ensuring that someone is available to receive the order where required.

If a delivery attempt is unsuccessful because nobody is available, the address is inaccessible, or the customer is otherwise unavailable to receive the order, the courier may attempt to contact the customer or arrange a further delivery attempt in accordance with the courier's procedures.

Because our products are perishable, repeated failed delivery attempts may affect the condition of the meals.

8. Courier Delays

Prepped works with third-party courier services to deliver orders.

Although we aim for delivery within approximately 24 hours after dispatch, courier delays can occasionally occur due to circumstances outside our reasonable control.

If your order is delayed, please contact us as soon as possible. We will work with the courier to investigate the delivery and assist where reasonably possible.

If a courier delay results in your meals arriving in an unsuitable condition, please refer to our Returns & Refunds Policy.

9. Incorrect, Missing or Damaged Items

If you receive an incorrect item, an item is missing, or your order arrives damaged, please contact us within 12 hours of delivery.

Please provide your order number and photographs of the affected products and packaging where applicable.

We will investigate the issue and, where appropriate, arrange a replacement, credit or refund for the affected item(s), subject to applicable consumer protection legislation.

10. Unforeseen Circumstances

Prepped cannot guarantee delivery times where delays arise from circumstances beyond our reasonable control, including severe weather, natural disasters, road closures, strikes, civil unrest, courier network disruptions or other unforeseen events.

Where possible, we will communicate significant delays to affected customers and work with our courier partners to complete delivery as soon as reasonably possible.

11. Contact Us

If you have any questions regarding your order or delivery, please contact Prepped on email at support@preppedfood.co.za or on WhatsApp at 064 558 4313.

Please have your order number available when contacting us so that we can assist you as quickly as possible.

For information regarding refunds, unsuitable deliveries or product issues, please refer to our Returns & Refunds Policy.