Shipping & Returns

SHIPPING

Order Turnaround Time:
We always strive to ship orders in a timely manner. Orders will be shipped within 1-2 working days if all items are in stock and payment has been received. Larger orders, or where kits have to built, will take 3-5 working days if all items are in stock and payment has been received; In the unlikely event that one of the products you ordered is out of stock, we will notify you within 24hrs.

Days in Transit:
The amount of time before you receive your purchased products is determined by the location of your shipping address from our warehouse in Gauteng, South Africa, as well as the time it takes for you to forward proof of payment.
Normal post with South African Post Office (SAPO): 3-5 working days
Courier: Door to Door: 24 - 48hrs for main centres, and 2-5 working days for outlying areas

Shipping Delays:
We always try our best to make sure your order gets where it's going in a reasonable amount of time. Of course, there are some things that are beyond our control like weather, acts of God, strikes, delivery error & shipping schedules. Regardless of the reason for the delay, we will do our best to help you as best we can. Contact us with any concerns or problems.  We cannot be held responsible for delays caused by the SAPO or the Courier.

Shipping Costs
Normal parcel shipping costs with the SAPO are determined by actual weight - not exceeding 30kg.  A cost is worked out automatically at check-out and will be verified via invoice.
Courier fees are determined by volumetrics, whether it's overnight or budget, and whether the destination is a main centre or outlying area.  Main centre areas receive parcels faster than outlying areas.

Refusal of Delivery:
If a package is refused for delivery, the customer will be responsible for shipping charges. Once we receive the package back in our warehouse, we will issue a credit for the purchase price less the shipping charge. The purpose of this is to defray unnecessary shipping costs and to allow us to offer the lowest prices possible. This does not apply to packages that have been damaged in shipping. Delivery not accepted by the customer or cancelled after shipment from our warehouse is subject to a restocking and administrative fee of 15%.

Incorrect Shipping Address:
Packages that are returned to our warehouse or shipped with an incorrect address provided by the customer will be subject to additional shipping charges. Orders that are later cancelled due to an incorrect address provided by the customer are also subject to shipping charges. Once we receive the package back in our warehouse, we will issue a credit for the purchase price less the shipping and a 15% handling fee.

SHIPPING OPTIONS

You have the option of sending your order normal post with the South African Postal Service, with a Courier of our choice, or you can send your own Courier to collect from us in Edenvale, Johannesburg.

Our products are weighted, so an average postal service cost is worked out automatically when you check out.  We reserve the right to change this cost due to increases in costs of shipping or packaging materials.

Your invoice will include your shipping charges and will be emailed to you to action payment.  Invoices/Quotes are subject to availability and prices are subject to change. Quotes valid for 5 working days.

To expedite the shipment of your order, we encourage you to please email or fax us proof of payment.  Email and fax information can be obtained from your invoice. Items remain the property of ReptileCity.co.za until paid for in full.
 

RETURNS

Return Conditions:
ReptileCity.co.za only accepts returns due to product defects within the warranty period. Once the product has been returned, ReptileCity.co.za will determine whether to replace the product. Items should be shipped back to us in their original packaging. ReptileCity.co.za will pay for the shipping charges for the first 7 days from the day of purchase/delivery of the warrantee should a product need to be returned. ReptileCity.co.za will not be responsible for any shipping charges after this period.

Packaging up your Return:
We carefully package your outgoing shipment and require that returns are handled similarly. Please protect your return products by packaging them in the appropriate box to prevent shipping damage. Do not send returns in any type of shipping envelope (including bubble wrap envelope) as they will be refused and "Return to Sender". All product received with damage to the product due to improper packaging will be refused or returned with a shipping/handling charge to your account.

Damaged Goods:
All product or packaging damage must be reported to ReptileCity.co.za within 2 business days from "delivery date". Please note the damage on the delivery note at the time of acceptance. We can not be responsible for lost or damaged items being returned to us due to shipping damage or defects past this date. It is highly recommended that insurance is purchased when returning merchandise to us. All product packages will be returned to sender that are damaged from shipping unless called within the time requirements. You should retain all packaging and materials for placing the claim with the shipping company.

Missing Items from Order:
We have a strict Quality Control Procedure to ensure you receive your package quickly, accurately and undamaged. When accepting the package, please ensure that ALL items are included. If there is any missing item in the package, note it on the delivery note before accepting the order.