FREQUENTLY ASKED QUESTIONS - FAQ's

  • ORDERS
  • Delivery
  • Returns
  • Warranty
  1. IS IT SAFE TO ORDER ONLINE?
    - Yes! You can be assured that shopping with Smart Butchery is safe! We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details.
  2. HOW CAN I PAY FOR MY ORDER?

    - We’ve got you covered! We accept the following payment methods:

    • Visa
    • Maestro
    • Paypal
    • Mastercard

  3. CAN I MAKE CHANGES TO MY ORDER? (E.G.ADDRESS)
    - As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to cancel the order and place another order.
  4. CAN I CANCEL MY ORDER? 
    - If you wish to cancel your order with us, you must do so at least 24 hours prior to any agreed or estimated delivery date. In most cases, a refund of your deposit will be credited to you to the same card used to pay for the product within 10 working days after we have received notification of the cancellation. If the stock has already arrived from the supplier, a 20% restock fee will apply.
  5. DO THE PRICES INCLUDE TAX?
    - The displayed products do not include GST. Freight and handling charges including GST will be shown in the checkout page.
  6. WILL I RECEIVE A CONFIRMATION EMAIL WHEN I PLACE MY ORDER?
    - Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add [email protected] to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email please contact us
  7. DO PRODUCTS HAVE WARRANTY?
    - Our products have a 30-day warranty on spare parts and labor.
  8.  WHY HAS THE PRICE INCREASED/DECREASED?
    - Our displayed prices may change from time to time without prior notice.
  1. WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?
    - If you’re missing part of your order, it’s possible it could have been sent in more than one parcel. If this is the case, you will have received one dispatch email per parcel. This is likely to be the case if your order is quite large. Please also check the invoice inside your parcel bag. This will detail which items should be in the parcel. If you have only been sent one dispatch email and haven’t received all of your items please contact us ASAP.
  2. DO YOU DELIVER TO PO BOXES & BPFO ADDRESSES?
    - We do deliver to PO Boxes & BFPO addresses. If you choose to have your goods delivered to a BFPO address, please remember to enter your BFPO and code number e.g. BFPO 1234 into the postcode field.
  3. WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
    - We’re sorry to hear that you’ve received an incorrect or faulty item. So we can get this sorted for you, please drop us a message with the following info:
    • Your name
    • Your order number
    • Product name & code (this can be found on your order confirmation email)
    • Picture of the fault / incorrect item
  4. CAN I CHOOSE A COURIER?
    - Orders will be shipped to you by a courier service of our choosing.
  5. DO YOU OFFER FREE SHIPPING FEE?
    - Yes! All orders above $50, will have a free shipping fee. Just make sure to choose the "Free Delivery' option upon checkout.
  6.  DO YOU DELIVER OUTSIDE NEW Africa?
    - No. Not for now.
  7. WILL I SEE HOW MUCH WOULD THE DELIVERY COST?
    - Delivery costs will be displayed after you have entered your postcode at the checkout.
  8. DO YOU OFFER LOCAL PICKUPS?
    - Yes. We do have a pickup option in the cart page or in the check out page. We will indicate the pickup location in the confirmation email that will be sent in your email address. To avoid disappointment please phone first to make sure the item/s you are interested in are in stock.
  9. What if I'm away from home when the courier delivers my order?What if I'm away from home when the courier delivers my order?
    - To avoid unnecessary delays, we ask that during the checkout process you provide instructions for the courier to leave your order in a safe place (ie. at the front door) if you are not there when they call. Please note that we cannot take responsibility for the security of your order once the courier has delivered it as instructed.
    We have also put a calendar in which you can choose the best delivery date and time. *Please note that the calendar date is not guaranteed and is subject for availability.
  1. WHAT IS YOUR RETURNS POLICY?
    - All orders placed through our website are subject to a 5-day Returns Policy. This means that any product purchased from our online shop is eligible to be returned up to five days after delivery given that the item is unused, in the same condition as when you received it, and in the original packaging. To find out if you are eligible to make a return, please contact a member of staff at [email protected].
  2. HOW LONG DO I HAVE TO RETURN AN ITEM?
    - You are able to return unsuitable items within 5 working days of receipt. 
  3. HOW MUCH DOES IT COST TO RETURN AN ITEM?
    -All shipping costs associated with returning a product are the responsibility of the customer. Any damage or loss to the product being returned while in transit is at the customer’s risk. Your returns label will be included in your parcel but if you need another one don’t panic.  
  4. WHAT DO I DO IF MY PRODUCT IS FAULTY?
    - Sorry if you have received a faulty item! So we can get this sorted, please contact our Customer Service with a picture of the faulty item and your order number.
  5. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
    - We aim to process and refund your return ASAP, but on occasions, it may take up to 14 days for your return to be processed and a further 7 days for the refund to reach your account. Please check your account as the refund will show under Smart Butchery, and may show on the date of your original purchase. If you haven’t received a refund and it has been more than 14 days (30 days international) since you posted your returns then please contact us with a picture of your proof of postage receipt.
  6. WHAT IS YOUR REFUNDS POLICY?
    - Refunds can only be granted after products have been received and inspected by us. If you have changed your mind and returned the product, the product must be received by us in unused and resalable condition to be considered for a refund. Please check our Terms and Conditions for more details.
  7. DO YOU REFUND THE DELIVERY CHARGE?
    - Unfortunately, we do not refund delivery charges on any orders. The delivery charge is being collected by the courier's end.
  8. HOW CAN I TRACK THE STATUS OF MY RETURN?
    - As soon as we have processed your refund, you will receive an email notification. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.

*Your satisfaction is our top priority. Please note that we don't accept returns for the meat, beverage, and vegetable products unless it is our mistake to deliver the wrong order. If you have any questions please send an email to [email protected] or go to our contact page.

  1. What is your Warranty Policy?
    - Smart Butchery only sells quality products that are covered by the full manufacturer's 'Back to Base' Warranty - typically 12 months. If you receive an item that is faulty or damaged, please send an email to our operations manager with details of the problem and your contact details through our contact page.. FAULTY OR DAMAGED ITEMS MUST BE REPORTED WITHIN 7 DAYS OF THE DELIVERY DATE. We will contact you to discuss the item and where necessary we will request that the item be returned to us. If the item is determined to be faulty, we will send a replacement at our cost, or provide a refund.
  2. WHAT ARE THE CONDITIONS FOR THE WARRANTY?
    - We will replace an item at our cost or provide a refund if:
    • you receive an item that is faulty (reported within 7 days of delivery); or
    • you receive an item that has been damaged in transit (reported within 7 days of delivery); or
    • an item fails under normal use during its warranty period, and is returned to our warehouse for inspection and confirmation. ('Back to Base' Warranty)
  3. ARE THERE ANY CHANCE I WON'T GET REFUNDED?
    - We will NOT provide a refund if::
    • you damaged an item after you received it; or
    • you received a damaged or faulty item that was not reported to us within 7 days of delivery; or
    • the item you returned to us was damaged in transit to our warehouse
Note that some items can be easily damaged with improper handling. Please ensure that you are using correct procedures when installing or using these items, and when returning items please ensure they are adequately packed to prevent damage.

We strive for 100% customer satisfaction. If you have any problems with an item or our service then please send an email to our operations manager with details of the problem and your contact details.