Shipping policy
Last updated: 14 September 2026
This Shipping & Delivery Policy explains how orders placed with Hush Air (Pty) Ltd (“Hush Air”, “we”, “us” or “our”) are processed and delivered.
1. DELIVERY AREA
Hush Air delivers orders within South Africa using third-party courier and delivery service providers.
Delivery availability may depend on the customer’s location and the services available from our courier partners.
2. DELIVERY TIME
Our standard estimated delivery timeframe is:
7–10 business days
Business days exclude Saturdays, Sundays and South African public holidays.
The estimated timeframe begins once an order and payment have been successfully received and the order is ready for processing.
Delivery times are estimates rather than guaranteed delivery dates. Delays may occasionally occur due to courier operations, public holidays, severe weather, unusually high order volumes, supplier or logistical delays, incorrect delivery information or other circumstances outside our reasonable control.
If we become aware of a material delay affecting your order, we will make reasonable efforts to communicate this to you.
3. ORDER PROCESSING
After placing an order, customers will receive an order confirmation using the contact information supplied during checkout.
Orders may be subject to payment confirmation, fraud-prevention checks and, where appropriate, age verification before dispatch.
Customers are responsible for ensuring that their contact and delivery information is accurate.
4. SHIPPING COSTS
Applicable delivery charges, if any, will be displayed during checkout before the order is completed.
Where an order qualifies for a free-shipping promotion, the applicable shipping charge will be discounted or removed in accordance with the promotion displayed on our website.
5. TRACKING
Where tracking is available, tracking information will be provided after the order has been dispatched or once the courier has generated the applicable tracking details.
Please allow reasonable time for a courier’s tracking system to update after receiving your tracking information.
6. CORRECT DELIVERY INFORMATION
Customers are responsible for providing a complete and accurate:
- Recipient name
- Delivery address
- Contact telephone number
- Any other information reasonably necessary to complete delivery
Please check your delivery details carefully before completing checkout.
If you notice an error after placing your order, contact Hush Air as soon as possible.
We cannot guarantee that an address can be changed after an order has entered fulfilment or been handed to the courier.
7. INCORRECT OR INCOMPLETE ADDRESSES
If an order cannot be delivered because the customer supplied an incorrect or incomplete address, additional delivery charges may apply where a second delivery attempt or redirection is required.
We will communicate any applicable additional charge before arranging redelivery where reasonably possible.
This does not apply where the delivery failure resulted from an error attributable to Hush Air or its service provider.
8. FAILED DELIVERY ATTEMPTS
Customers should ensure that someone is available to receive the parcel where required by the courier.
If a delivery attempt is unsuccessful, the courier may attempt delivery again, contact the recipient, return the parcel to a depot or return the parcel to the sender depending on the courier’s procedures.
Additional charges resulting from repeated failed delivery attempts attributable to the customer may be payable by the customer where permitted by law.
9. DELAYED ORDERS
If your order has not arrived within the expected timeframe, please contact us so that we can investigate the shipment.
A delay does not automatically mean that a parcel has been lost.
We will work with the applicable courier or fulfilment provider to determine the status of the shipment.
Nothing in this section limits any rights available to a customer under applicable South African law where goods are not delivered within an agreed or legally required period.
10. LOST PARCELS
If tracking information or a courier investigation indicates that a parcel may have been lost, please contact us.
Hush Air will investigate the matter with the courier and provide an appropriate resolution where Hush Air remains responsible for delivery under applicable law.
Customers should not be required to resolve a courier loss directly with the courier where Hush Air is legally responsible for fulfilling the customer’s order.
11. DAMAGED PARCELS
If your order arrives visibly damaged, please retain:
- The product
- Original product packaging
- Courier packaging
- Shipping label
We recommend taking photographs of the parcel and product as soon as the damage is discovered.
Contact us promptly with your order number and details of the damage so that we can investigate and provide an appropriate remedy.
12. AGE-RESTRICTED PRODUCTS
Hush Air sells nicotine-containing products intended for adults aged 18 years and older.
We reserve the right to implement reasonable age-verification measures before dispatch or delivery where appropriate.
A delivery may be refused or withheld where age verification is reasonably required and cannot be completed.
13. ORDER COLLECTION
Unless Hush Air expressly offers a collection option for a particular order, online orders are delivered by courier and cannot be collected from our administrative address.
Please do not arrive at our administrative address to collect an online order unless collection has been expressly arranged with Hush Air beforehand.
14. RETURNS
Shipping relating to returns, defective products, incorrect products and exchanges is governed by our Returns & Refunds Policy.
Please contact us before returning any product.
15. CONTACT US
For questions regarding delivery, tracking or an existing order, contact:
Hush Air (Pty) Ltd
Website: hush-air.co.za
Email: hushair13@gmail.com
Telephone: 069 991 6762
Physical address: Atterbury Court Office Park, Pretoria East, South Africa
Administrative address only — not a retail store or customer collection point.
Company registration number: 2026 / 716598 / 07
Please do not send returns to this address without contacting Hush Air first.