Where is my parcel?
At the Simply Studio we always aim to have your parcel packed and out our door as fast as we can! But sometimes there's a lull in movement if we're waiting on the courier for pick up or your parcel is booked by the carrier into a later shipment. We know, it sucks! But the best way to keep an eye on it is to track your parcel via the courier's website with which your parcel is booked for shipping. Here is what do to if:
I have not received a notification email that my parcel is packed and booked for shipping.
As always, we try to pack your parcel as soon as it hits our inbox, but it can happen that we are short on stock or out of office on a Simply run. However, your parcel should be fulfilled within 2 working days. If we do experience a problem or delay due to supply or any other relevant issues we will be communicating that via email. So please have a look at your spam folder if you haven't heard from us in more than 5 working days.
**Do note that if you ordered a product that was on preorder (it would state that on the relevant product page) that your parcel could take up to 14 working days to be fulfilled. But we will always keep you updated with additional email and social media communications.**
I have been notified my parcel is fulfilled, but I still haven't received it yet.
If you chose the option to pick up your order it will be ready for pick up immediately once you receive notification of fulfilment. Please remember to pop us a Whatsapp message on 067 371 6432 to ensure we are at the studio for collection.
If you chose the option for delivery it may take up to 7 working days for your parcel to reach you depending on where in South Africa you live. After a parcel is picked up from us it goes through a certain process for each carrier, meaning the parcel doesn't move straight to you - its recipient. Unfortunately we do not have control over the handling of the parcel once it is in the hands of the carrier. It is best to check via the correct carrier's website to see where your parcel is before contacting us.
You can track your parcel with your tracking number for:
Dawn Wing here
Internet express here
The Courier Guy here
I received a delivery notification, but did not take my parcel into receipt.
Firstly, double check on the relevant carriers website that your parcel is indeed marked as delivered (find the website links in the paragraph above). It could be that there is a discrepancy between the Simply Granola tracking page and the carrier's tracking page. Always trust the carrier's page for more accuracy as it is updated more timely. If it is not stated as delivered on the carrier's website, then your parcel is still on its way to you.
If your parcel is indeed marked as delivered on the carrier's website, please send us an email to hello@simplygranola.co.za with your name, order number + tracking number and we will contact the relevant parties to solve the issue as soon as possible.
My parcel has not been delivered within 7 working days after receiving notification of fulfillment.
If your parcel is taking longer than 7 working days to reach you, there could be a few reasons for that:
- Your parcel was mistakenly put on the wrong route by the carrier.
- Your parcel was mistakenly picked up by the wrong carrier and needs to be returned to the Simply Studio for the correct carrier to pick up
- Your parcel is still on its way to the carrier's distribution warehouse.
- Your parcel is still at the distribution warehouse awaiting the next servicing of your area.
As always, please check the relevant carrier's tracking page first to see where your parcel is before contacting us - sometimes all it takes is a little patience in waiting for your parcel to arrive :) If we receive any communication of shipping delays/issues from a carrier we will inform you immediately + keep you up to date on any and all progression in the resolving of the issue.
I received a notification of 'failed delivery'.
If there was no one to receive your parcel at your given address or the courier could not reach you telephonically when attempting delivery, it will be flagged as a 'failed attempt for delivery'. To avoid this situation, keep an eye on the tracking of your parcel to see roughly when it will be delivered and ensure someone will be at the relevant address to take your parcel in receipt.
Always keep your phone on and answer an unknown number if you know your parcel is due to be delivered soon. If the courier driver cannot make physical contact with you at your delivery address, they will contact you telephonically to inform you that they are at your delivery address with your parcel.
As always, we are a phone call or an email away to assist you with any shipping issues you might have.