DELIVERY

Shipping & Delivery

Information about how MLNU processes, prepares, ships and tracks product orders within South Africa.

1. Overview

MLNU supplies products to customers within South Africa through its approved ordering and fulfilment process.

This Shipping & Delivery Policy explains the basic delivery process, the distinction between customer orders and physical shipments, courier arrangements, tracking, delivery confirmation and customer responsibilities.

This policy should be read together with the MLNU Terms and Conditions and Returns & Refunds Policy.

2. Who Handles the Order and Fulfilment Process?

JA Moolman, a sole proprietor trading as MLNU , is the MLNU operating party responsible for the customer-facing ordering and administration process.

The product manufacturer / upstream supplier is:

Nordens Bioscience Technologies (PTY) Ltd. trading as Nordens Ultimate

Nordens Ultimate supplies the products forming part of the MLNU product range and may receive order information for supplier-side stock movement and fulfilment purposes.

The customer-facing commercial relationship remains with MLNU in accordance with the applicable MLNU terms.

3. Delivery Area

The current MLNU product distribution model operates within South Africa.

International delivery is not currently part of the standard MLNU delivery model.

4. Order Processing

Orders are processed through the approved MLNU ordering system.

An order may proceed into fulfilment once the applicable payment and order-verification requirements have been satisfied.

For online payments, the order process records the payment as received once the applicable payment confirmation has been received.

Where payment is made by EFT, the payment remains pending until the required proof of payment has been received and the payment has been confirmed through the approved process.

An order must not proceed into normal fulfilment merely because an order record has been created.

5. Orders, Sub-Orders and Deliveries

MLNU distinguishes between an individual customer's Sub-Order and the physical Delivery used to transport products.

A Sub-Order is the sales record for one individual end customer's purchase.

A Delivery is the physical shipment presented to the courier.

Several customer Sub-Orders may be combined into one physical Delivery where this is operationally appropriate.

Combining physical shipments does not merge the underlying customer orders. Each customer's Sub-Order remains separately recorded and identifiable.

6. Free-Courier Threshold

Under the current MLNU operating model, a physical Delivery qualifies for the free-courier option when it contains 10 or more stock units.

The threshold is based on the number of individual stock units contained in the physical Delivery, not on the number of customer orders or product lines.

Several individual customer Sub-Orders may therefore be combined into one physical Delivery where appropriate.

A single customer's Sub-Order may also independently reach the 10-unit threshold.

Bundling is a courier-cost optimisation and does not change the underlying customer order records.

7. Delivery Charges

Where a delivery charge applies, the applicable charge will be determined by the ordering process and the delivery option selected or made available for the order.

The current MLNU operating model provides a free-courier option for physical Deliveries containing 10 or more stock units.

Customers should review the delivery information presented during the ordering process before completing their purchase.

MLNU does not represent that every order or delivery automatically qualifies for free courier.

8. Customer Delivery Information

Customers are responsible for providing accurate and complete delivery information.

This includes, where applicable:

  • recipient name;
  • physical delivery address;
  • telephone or mobile number required for delivery communication;
  • relevant delivery instructions; and
  • any other information reasonably required to complete the delivery.

MLNU should be notified as soon as reasonably possible if a customer discovers that incorrect delivery information was supplied.

An incorrect or incomplete delivery address may result in delivery delays, failed delivery or additional delivery arrangements.

9. Courier and Shipment

MLNU may use an approved courier or delivery service to transport products to the designated recipient.

The delivery process may include shipment information such as:

  • courier;
  • tracking number;
  • tracking information;
  • shipment date;
  • estimated delivery information;
  • delivery status; and
  • delivery exceptions where applicable.

Where an automated courier integration is available, shipment and tracking information may be updated automatically.

Where automated tracking is unavailable or fails, MLNU may update shipment information through an approved manual process.

10. Shipment Tracking

Where tracking is available, customers may receive or be provided with the applicable tracking information for their shipment.

Tracking information is supplied by or through the relevant courier or fulfilment process and may not update immediately after shipment.

Courier tracking events may include statuses such as:

  • Shipment Created;
  • Shipped;
  • In Transit;
  • Out for Delivery;
  • Delivered; and
  • Delivery Exception.

11. Delivery Times

Delivery times can vary depending on factors including payment confirmation, order processing, product availability, fulfilment, destination, courier operations and circumstances outside MLNU's reasonable control.

Any estimated delivery date supplied through the ordering or tracking process is an estimate and should not be treated as an unconditional guarantee of delivery on that date.

MLNU will take reasonable steps to process and progress orders through the applicable fulfilment process.

12. Bundled Deliveries

Several customer Sub-Orders may be combined into one physical Delivery where doing so is appropriate for courier and fulfilment efficiency.

Where a Business Builder receives a bundled Delivery containing products belonging to different customers, the individual customer Parcels must remain separately identifiable.

Each customer parcel should remain sealed and correctly associated with the relevant customer and Sub-Order.

Business Builders receiving bundled customer deliveries distribute the individual sealed customer parcels rather than redistributing loose products.

Bundling a physical Delivery does not change the identity of the individual customer orders contained within it.

13. Recipient Confirmation

MLNU may require the final recipient to confirm receipt of the relevant parcel through an approved confirmation method.

This may include an approved in-system confirmation, WhatsApp-based confirmation or another authorised confirmation mechanism.

Recipient confirmation is intended to provide an auditable record that the intended recipient received the relevant product.

Where a customer delivery forms part of a bundled Delivery, confirmation relates to the individual customer's parcel or Sub-Order rather than merely the outer physical shipment.

14. When Receipt Confirmation Is Outstanding

Where a parcel has been delivered or received by the relevant intermediary but the required recipient confirmation has not yet been recorded, MLNU may follow up with the recipient or Business Builder.

The MLNU operating process provides for an administrative follow-up when recipient confirmation remains outstanding for seven or more days after shipment under the applicable controlled workflow.

An overdue confirmation is treated as a follow-up exception. It does not automatically mean that the product was not delivered.

MLNU may request confirmation, investigate the delivery status and record the outcome before closing the delivery exception.

15. Delivery Exceptions

A delivery exception may occur where, for example:

  • delivery cannot be completed;
  • the delivery address is incorrect or incomplete;
  • the recipient cannot be reached;
  • the recipient disputes receipt;
  • the parcel is delayed;
  • the parcel is lost in transit;
  • the parcel is returned to sender; or
  • another courier or fulfilment problem occurs.

MLNU will assess the applicable exception and take reasonable steps to determine the appropriate next action.

Customers should contact MLNU promptly when a delivery problem becomes apparent.

16. Damaged Products or Incorrect Delivery

Customers should inspect delivered products within a reasonable period.

Contact MLNU promptly if:

  • the product arrived visibly damaged;
  • the wrong product was supplied;
  • the quantity supplied is incorrect;
  • the product differs materially from the order or description; or
  • another material delivery problem has occurred.

Where photographs, packaging information, batch numbers, tracking information or other evidence can assist with the investigation, MLNU may request that information.

Returns and remedies for defective, damaged, incorrectly supplied or otherwise legally protected products are handled under the MLNU Returns & Refunds Policy and applicable law.

17. Customer Responsibilities

To help ensure successful delivery, customers should:

  • provide accurate delivery information;
  • provide a contact number where required for delivery;
  • ensure that someone authorised to receive the parcel is reasonably available where required;
  • monitor available tracking information;
  • follow reasonable courier delivery instructions;
  • inspect the delivered product; and
  • notify MLNU promptly of any delivery problem.

18. Business Builder-Assisted Deliveries

An Independent Business Builder may assist with customer ordering and, where the approved delivery model requires it, may receive bundled customer parcels for redistribution.

A Business Builder receiving customer parcels must:

  • keep each customer's parcel separately identifiable;
  • distribute the correct parcel to the correct customer;
  • preserve the sealed customer parcel where the controlled process requires it;
  • not substitute or exchange customer parcels;
  • not redistribute loose product where the controlled process prohibits it; and
  • assist with recipient confirmation where required.

A Business Builder is not the owner of another customer's products merely because the physical shipment passes through the Business Builder for final distribution.

19. Business Builder Personal Purchases

A Business Builder may purchase products for personal use.

Such a transaction is recorded as a Personal Purchase and is distinct from a customer Sub-Order.

A Personal Purchase is not a customer sale and is not treated as a customer Sub-Order for compensation purposes.

Business Builders are not required or expected to purchase products in bulk for resale or to maintain inventory.

20. Delivery Confirmation and Business Builder Compensation

Certain MLNU compensation calculations are based on verified customer Sub-Orders and, where applicable, delivery confirmation requirements.

Where a Sub-Order is subject to a required recipient confirmation, applicable compensation attributable to that Sub-Order may remain on hold until the required confirmation has been completed.

This delivery-control mechanism does not change the customer's rights concerning the product or delivery.

21. Delivery Records

MLNU may maintain delivery records including:

  • Delivery reference;
  • Parcel reference;
  • Sub-Order reference;
  • recipient information required for fulfilment;
  • courier information;
  • tracking number;
  • shipment and delivery dates;
  • delivery status;
  • recipient confirmation;
  • delivery exceptions; and
  • relevant administrative records.

Personal information contained in delivery records is processed in accordance with the MLNU Privacy Policy and applicable privacy law.

22. Delays Outside MLNU's Reasonable Control

Delivery may be delayed by circumstances outside MLNU's reasonable control.

Examples may include:

  • courier network disruptions;
  • severe weather;
  • road or transport disruptions;
  • telecommunications or system failures;
  • public emergencies;
  • security incidents;
  • incorrect or inaccessible delivery information; or
  • other external events affecting fulfilment or transport.

MLNU will take reasonable steps to progress affected orders once the relevant issue is identified or resolved.

23. Lost or Undelivered Parcels

If tracking indicates that a parcel has not been delivered, or a customer reports that the parcel has not been received, MLNU may investigate the shipment with the relevant courier or fulfilment provider.

The investigation may include reviewing tracking information, delivery records, proof-of-delivery information and recipient confirmation.

Where the investigation establishes that a product has been lost, incorrectly delivered or otherwise subject to a remedy, MLNU will handle the matter in accordance with the applicable customer terms and South African law.

24. Changes to This Policy

MLNU may update this Shipping & Delivery Policy from time to time to reflect changes to its products, delivery arrangements, courier processes, technology or applicable legal requirements.

The current version published on this website will apply from its stated effective date, subject to applicable law.

25. Related Policies

Customers should also review:

26. Shipping & Delivery Contact

For questions concerning an order, delivery or shipment, contact MLNU:

MLNU
Email: support@mlnu.business
Telephone: +27 72 340 0997

27. Effective Date

Effective date: 31 August 2026

This Shipping & Delivery Policy should be read together with the current MLNU Terms and Conditions, Privacy Policy and Returns & Refunds Policy.