Customer Service
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3-Steps: Online (DIY) Quote + Order Process?
Review the 3-Easy Steps for any Online (DIY) Quotes & Orders, as below:
Register to Create an Account or Login
If you don’t already have a user account, simply sign-up or sign-in, as below.. You will then be able to track all details & view order history from your online user account
Once your account is set up, follow these steps:
- Find Products – Browse via the main menu or use the search bar
- Select Requirements – Choose options on the product page and add comments where applicable
- Add to Cart – When ready, click ‘Add to Cart’ and proceed to Checkout to submit your Quote or Order
FOR QUOTATION ONLY: Online Quotation Process (DIY) –
- At Checkout, select ‘Quote (Pay Later) / EFT / Bank Deposit’ to receive a quotation without immediate payment
- Once the quote is approved, make payment via EFT using the banking details provided online or in your confirmation email
Tip: Check your Spam folder if you don’t see the email in your Inbox. - Use your Order/ Quote Number as the bank payment reference (See Step 3 below).
FOR IMMEDIATE ORDER PROCESSING:
- Add products to your cart and proceed to Checkout
- Pay instantly via our Secure Online Payment Gateway or EFT, as outlined above
Note Full Description on product pages for outlet, lead time, product specs and more.
Payment Options:
- Secure Online Payment Gateway -Various options able
- EFT or Bank Deposit
FOR EFT PAYMENTS OR BANK DEPOSITS:
- Use your Quotation/ Order Number (e.g. HH#1XXXX) as your bank reference
- Email Proof of Payment (POP) – Ideally by replying to your order confirmation email and attaching the POP
Note Full Description on product pages for outlet, lead time, product specs and more.
Delivery / Collections / Times
Best Delivery Rates provided or Collections available for Online Quote/ Order processing.
Nationwide Courier
*Full tracking details will be provided on dispatch.
Local Deliveries:
Standard deliveries use economy courier services. Rates are calculated based on volumetric weight and delivery zones (Zones 1–3, by postal code).
- Special Rate Delivery: Plettenberg Bay (6600 only)
- Zone #1 (Main Cities/CBDs): ETA normally 1–4 working days from dispatch
- Zones #2 & #3 (Remote Areas): ETA normally ±1–4/7 working days – Please allow extra time for remote locations, which may only receive deliveries on selected days
Express or Special Courier Requests:
- May incur an additional admin fee under Shipping & Handling
- Booked on request but not guaranteed for specific delivery times, as third-party couriers are beyond our control
- Full courier charges apply regardless of any delay in delivery
If timing is critical, we recommend collection or using your own courier for full control over the delivery process.
Dispatch Lead Times: Refer to the product page(s) for details on outlet locations and standard dispatch lead times – These apply regardless of delivery or collection method.
Note Full Description on product pages for outlet, lead time, product specs and more.
ETA’s (Estimated Time of Arrival) provided are within normal economic conditions – Allow for longer delivery time frames in abnormal conditions or where limitations have been put in place that may be outside of our control (e.g. Covid-19 Pandemic).
Click & Collect or Use You Own Courier
*Only available when online for your selection @checkout!
Important Notes:
- When placing an order online, you may have the option to collect or use your own courier – Only if this option is shown during checkout
- Carefully check the outlet on the on our website; Or as per product page description before placing an order
- Dispatch lead times are outlined per product and apply regardless of courier or collection method
Courier Quote Adjustments:
- If a manual courier quote is requested after placing your order, an admin fee may be applied to the revised courier rate
- This is because the original online courier rate was already available at the time of order and additional processing is required
Cash On Collection (COD):
- Payments can be made using the available payment options during the online order process
- On personal collection (only), payments may be accepted at our retail outlet as per your online order number
COLLECTION ADDRESS(ES): Only when your order is ready for collection, will a collection notification be send via email. This information will also be available on your online user account.
- Collection Period: On receipt of your collection notification, please collect your order from our outlet within 5 working days
- HH Order Number: Use your order number provided as a collection refence to ensure efficiency & accuracy
- Risk: Product(s) should be checked on collection & once the parcel has been collected, the risk & responsibility is transferred to the client
- Transport Insurance: It’s the customer’s responsibility to take transport insurance on any parcel being collected when using third-party transport companies (Own courier)
- Legitimate Concerns: If there is a clear & legitimate concern regarding a product’s functionality that is a factory fault, a customer needs to notify us within 7 working days of the collection date & as per the Returns/ Exchanges/ Refunds policy below
Note Full Description on product pages for outlet, lead time, product specs and more.
DELIVERY RATES
We strive to provide accurate delivery rates across all regions.
Note: All delivery rates may be subject to change based on third-party courier services.
If an adjustment is required, we will notify you once parcel and delivery details are confirmed. You may choose to top-up the delivery fee, collect the order, or use your own courier – T&Cs apply.
Contacts + Order Feedback
Online Quote/ Order: Strictly as per the information provided online and as per T&C’s accepted on quote/ order processing. Please ensure you have read and understood all information as follows:
- All information & guides provided online
- All purchase orders & deliveries are as per lead times, our policies, terms and conditions
- Review confirmation emails and take careful note of all information provided hereto
- Reply to you original order email; Or click on the buttons below
- Communications will be provided as per the Online Quote/ Order process – T&C’s Apply
Note Full Description on product pages for outlet, lead time, product specs and more.
Returns/ Exchanges/ Refunds
Our primary objective is to provide you with accurate online information to minimize the chances of ‘returned goods’, wherever possible. If however, a product does need to be returned, please take note of the details below ~
- Stock Held Items (SHI): Get in contact to return or exchange an item within 7 working days on receipt of goods. Existing product(s) need to be returned for inspection – They should be in their original condition, unused and in their original packaging. Return costs are solely for the customer’s account unless agreed or stipulated otherwise. Supply outlet(s) standard return policies and warranties apply
- Manufactured On Order (MOO): N/A
- Returns/ Exchanges/ Fixes: Any returns (Or collections, if/when applicable) need to be from the original delivery address – If goods are moved prior to being checked, then it’s the customer’s responsibility to ensure that goods are returned to the original delivery address for further assistance; Particularly when a collection by our store has been agreed for an exchange and/or fix
- Virtual Products or Services: Non-refundable once the product or service has been received. Any queries will be resolved amicably at management’s discretion
- Downloadable Products: Non-refundable once the product link has been sent for download. Any queries will be resolved amicably at management’s discretion
IMPORTANT: On ‘returnable products’, customers have a 7 working day window period to contact us for exchanges or returns –
- On successful inspection of ‘returned goods’, replacement products will be dispatched as soon as possible; Or refunds will be processed on the next scheduled refund date once full banking details have been received
- On successful processing of a refund, a notification will be sent to you via email; Or status updates can be viewed on your user account
- See clause ‘24. Returns Policy’ of our terms and conditions for full details
DISCLAIMER: All logistical costs on returns are for the customer’s account unless agreed otherwise; at management’s discretion.
Business-2-Business (B2B) Partnerships
Select your preferred B2B Partnership option, as below:
Become a Supplier
If you are a manufacturer, supplier or service provider – You can contact us to sell your products and services through our website. Only reputable and registered businesses may apply.