Perhaps we have already answered some of the questions you might have? If not, please send us an e-mail at [email protected]
We look forward to hearing from you.
What are the delivery charges for orders from our Online Shop?
All orders above R2000 and in Gauteng include FREE delivery. YES, 100% FREE! For all brands, other than Hydrofire and Homefires, we also include FREE delivery to main city regions and orders above R2000, outside of Gauteng. Please see product pages for specific details.
Which payment methods are accepted in our Online Shop?
We accept a variety of payment methods including VISA and MASTERCARD through either Payfast, Paygate, Direct EFT, Snapscan and Mobicred.
How long will delivery take?
If your order is in stock and the payment has been made through any of our payment gateways or via EFT (and cleared on our side), it will ship within two business days from the date of your order. The estimated arrival time is usually between 4 and 7 business days, but can take up to 10 business days for outlying areas. IMPORTANT: Built for order products usually take between 10-16 business days as most of the units or add-ons are manufactured on demand. If you do not receive an email regarding your order within 24 hours, feel free to follow up with us at [email protected]
How secure is shopping in the Online Shop? Is my data protected?
Our website is protected by an SSL certificate and we do not process any credit payments or information on site but rather through a secure off site vendor.
What exactly happens after ordering?
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order and your payment in our system and one of our braai ninjas will attend to it immediately. Our braai ninjas then reach out to our suppliers to confirm that the product is in stock and available for immediate shipment (We do our absolute best to make sure we do not misrepresent our stock, but sometimes the steak slips through the grid and we apologize in advance) No one likes burnt steak. If your item is on backorder or unavailable, we will reach out to you via e-mail. If your item(s) are available for immediate shipment we will process the charges and submit the order for shipment. DAN GAAN ONS BRAAI. And yes, I mean us. We braai after every successful order. It's basically a continuous braai this side (Send us a mail if you'd like to join!)
Cancellation and Refunds
All orders, except "built for order products", cancelled after 12 hours are subject to a 25% administration fee, whether or not your order has shipped (This is simply because banks and payment gateways are stingy - this is probably why they have ALL THE MONEY). If your order has shipped, you (the buyer) will also be responsible for the actual return shipping charges. Refunds will only be issued to the original credit card that you used when placing your order.NB: All orders placed that are "built for order" and have begun manufacturing will have have an option for cancellation. The order is paid to the manufacturer before the process begins and we are unable to cancel after such a point, unfortunately.
What if I received an item I purchased with existing damages?
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrived damaged, please e-mail us at [email protected] All items that have arrived damaged have a 30 day returns policy in which we will handle the collection, repairs, refunds or returns of the damaged product.