Frequently Asked Questions

Currently, the following payment methods are supported:

• Credit & cheque cards: visa or mastercard, we do not accept amex cards
• Debit cards (note: not all debit cards work with online ordering)
• Snapscan
• Zapper

Due to privacy restrictions, we will not be able to tell you why our payment service provider or your credit company has refused to process your payment. We simply don't have access to those details about you and your credit card status. However, we would like to assist you should this be the case, the most common reasons for a credit card payment being refused are:

• The maximum credit on the card is exceeded (you need to pay down the outstanding balance)
• The name on your credit card is different from the name you have entered (carefully check for typos)
• The credit card is registered at a different address than the billing address you used on the order (this is to prevent fraudulent use of your card)
• The card is temporarily blocked after multiple failed payment attempts (you may need to contact your bank to have the card unblocked)
• The 3d secure check (e.g. 'Verified by visa', 'mastercard securecode') was not successful (contact your bank to enable this or to get instructions)

Unfortunately, we don't have a programme in place for paying in instalments or credit facilities at this time. All sales are charged at the full amount when we deduct payment from your chosen payment method. However, we have partnered with several banks and they can assist with credit under certain conditions.

Unfortunately, once a sales order is paid and gets the status 'processing' it is final. Our warehouse processes a number of orders every day and once an order is in the process of picking and packing we cannot make changes anymore.

In most cases, you will receive an order confirmation e-mail from us directly after you have placed an order online. If you have not received an e-mail several hours after placing your order, there could be several different reasons:

• Our payment provider has had a delay in processing payments. In that case your payment order confirmation will still be sent once your payment has been confirmed.
• You have not entered your e-mail address correctly. In that case your order will be processed as usual, but you will not receive the e-mail notifications like the order confirmation or shipment confirmation. Please log in to the website to verify your e-mail address is correct.
• The e-mail has accidentally been placed in your 'spam-folder', 'promotional', 'junk' or 'unwanted e-mail folder'.
• Your internet service provider (isp) could be experiencing a problem with e-mail delivery.

In most cases when a promotion code does not work, your sales order does not comply to the rules of the promotion. Please check the following:

• Has the promotion reached its end-date?
• Is the promotion valid in south africa?
• Does your order meet the minimum order value for the promotion?
• If the promotion is aimed at specific products, did you add them to your order?
• In case the promotional code is personal or limited in use: have you already used this promotion code?
• Please note that promotional codes or vouchers may not be used in conjunction with any other promotion. I.e. If the order or product qualifies for any promotion, you may not apply any other promotion or voucher to the purchase for further discount or special offers.

If your desired product is in stock, the text 'in stock' appears next to the product details and you're able to add the product to your cart. If the product isn't in stock, 'out of stock' appears, and you won't be able to add the product to your cart. We do our very best to keep warehouse stock levels synchronised with our web shop to prevent you from ordering products that aren't (yet) in stock.

All orders are shipped from our warehouse which is located in cape town, south africa. Estimated order delivery times are as follows:

• Cape town: 1-2 days
• Main centres (larger cities): 2-3 days
• Regional areas (smaller cities and towns): 3-5 days
• Remote and outlying areas: 5-7 days
• Please note: these are estimated times and are guidelines only. Factors such as holidays, time your order is placed and seasonal peaks may affect these estimates.
  We and our delivery partners will do our best to deliver within these target time frames, however unforeseen circumstances may cause delays with your order.

When your product is dispatched from our warehouse, you can request this tracking reference. Use this reference to track your order online on the website using the "track my order" link in the site menu.

Yes, you are welcome to do so, however we will need to confirm day and time with you.

Yes, we do.

Unfortunately our delivery partners do not deliver on weekends or public holidays.

Most products that have been purchased in south africa within 30 days of delivery to you.

• Products can be returned, provided they are returned un-used, in the original condition and are returned in their full original packaging.
• We will bear the cost of returning products if goods are found to be faulty or broken/damaged, otherwise you will need to arrange delivery
• We reserve the right to charge a nominal return administration fee where the cost of the return is deemed to be significant (e.g. From an outlying area).
• Where an order qualifies for a free gift with purchase (such as where a gift is included when purchasing a specific product, or when your order value is over a certain amount, or as part of any promotion), the free gift must also be returned with the other item(s), un-used and in its original packaging, should you return your order - either in full, or in part.
• In case of damaged or missing products, please contact us immediately so we can provide a solution as soon as possible.

If you want to return an order, please contact us providing the following information:

• The invoice number
• What product(s) you want to return (which ones, if your order contained multiple products)
• The reason for returning the products (we value and rely on your feedback - please let us know if you are unhappy about something!)
• Please ensure you are within the 30-day free return period (unless this is a product warranty issue)

Please allow up to 2-4 weeks from the date of us to receiving goods.

• We will refund the payment method of the person who originally placed and paid for the order.
• We may need to contact you in some cases for extra information before being able to refund your money.
• In some cases we may not be able to refund to the original payment method in which case we will require your banking details so an eft payment can be made.
• For eft refunds, we will require proof of your bank account details (top part of your statement or bank letter).
• We will request further information should this be the case.

All service queries should be directed to our operations department. Goods will need to be booked in and checked. We will advise on costs (if out of warranty).

We have grown our reputation since 2008 as a company that provides durable product solutions that last. Our reputation is our most valuable asset, so we make sure we take good care of it. As we do with of all our products. This is why our products carry a 1-year warranty. The length of the specific warranty on your product varies depending on the product type.