COVID-19 Service Update
Given the impact of COVID-19 and the current situation in USA, please note that we are experiencing some delays in processing your shipments in our USA facility.
We are also experiencing an unprecedented amount of over 4000+ tickets that have caused a delay in response times.
We are working as quickly as we can through the backlog of tickets and request that you do not send a follow-up email to avoid any further delays. We will be doing our best to deliver your shipments as soon as possible and will keep you posted on the latest updates.
In the meanwhile, please read the most recent FAQ's :
1) Can i still order my products?
As of 22 June 2020, Our order backlog has been cleared and Orders are open, please expect delays of 5-7 working days. We have upgraded all packaged to DHL for the fastest delivery possible.
2) Has my package been dispatched?
Your package automatically gets processed by our system within 3 working days and it is most likely at the USA facility. We are waiting your parcel to arrive at our warehouse in South Africa
3) Can i cancel my order?
You can cancel the package if the order has not been dispatched. If the order has been dispatched, please note that you can always return the package to us and we will process a refund. The return window duration has been increased due to the delays we have been facing.
4) Why is my order taking so long when we are in Level 3 lockdown?
Our supply chain involves both the United States and South African warehouse. Once an order is placed on our website, it is ordered from the distributor in the USA and forwarded to our New York hub to be dispatched to South Africa. Currently there are protests going on in the USA and New York has been hit the hardest by both the protests and the COVID-19 virus. The team in New York is currently working at 30% capacity due to health regulation requirements.
4) I am still waiting for my refund.
We have setup up a priority line of contact for refunds. If you have an ongoing refund and the amount still hasn't reflected, please contact us at firstname.lastname@example.org
5) My refund is delayed.
Our payments are collected by our payment processor (PayFast). Currently, the only way to refund payments with payfast is for us to manually email them and ask them to refund a customer. They too have a backlog and have advised us that that they are facing delays of up to 14 working days. Please be rest assured that requested refund are being processed, we are waiting on Payfast to process these refunds.
We sincerely apologize for the delays and inconvince caused, we hope you understand that we are doing everything we can to respond to customer tickets as soon as possible.