Shipping Policy
Thank you for shopping with Toll.Africa. Below you’ll find everything you need to know about how we get your order to you.
Order Processing
All orders are processed and dispatched from our warehouse once payment has been confirmed. Please allow up to 1–2 business days for your order to be picked, packed, and handed over to our courier partner. During high-demand periods or where an item needs to be sourced from stock held at a different location, processing may take slightly longer — we’ll let you know if that’s the case for your order.
Delivery Areas
We deliver nationwide across South Africa, including major metros as well as outlying and rural areas.
Delivery Timeframes and Costs
Delivery times and shipping costs depend on your location and the stock availability of the item(s) you’ve ordered, as we work with different courier partners to get you the best service for your area. Because of this, an accurate delivery estimate and shipping fee will be calculated and shown to you at checkout before you complete your order.
As a general guide:
- Major metro areas typically receive orders faster than outlying or rural areas.
- Orders requiring stock to be transferred between locations may take a little longer to dispatch.
- You will receive tracking information (where available from the courier) once your order has been shipped, so you can follow its progress.
Delivery Address & Failed Deliveries
Please double-check your delivery address and contact details at checkout — we are not responsible for delays or non-delivery caused by incorrect or incomplete address information supplied by the customer. If a delivery attempt fails because no one was available to receive the parcel, our courier partner will generally attempt a redelivery or leave instructions for collection; any additional costs arising from repeated failed delivery attempts due to customer unavailability or incorrect details may be passed on to the customer.
Damaged or Lost in Transit
If your order arrives visibly damaged, or if it does not arrive at all, please contact us at info@toll.africa within 48 hours of the delivery date (or expected delivery date) with your order number and, if applicable, photos of the damaged item and packaging. We will investigate with our courier partner and arrange a replacement or refund for items confirmed as damaged or lost in transit, at no cost to you.
Questions?
If you have any questions about the delivery of your order, please contact us at info@toll.africa and include your order number.
Returns Policy
Faulty Products
If a product you’ve purchased from Toll.Africa is deemed to be faulty (for example, a manufacturing defect or the product not functioning as intended through no fault of the customer), we will repair or replace the item at our cost. This includes the cost of returning the faulty item to us for assessment and sending the repaired or replacement item back to you.
To start a faulty item claim:
- Contact us at info@toll.africa with your order number, a description of the fault, and photos or video where possible.
- We’ll assess the information provided and confirm the next step — this may include asking you to send the item back to us for inspection.
- Once we’ve received and assessed the item, if it is confirmed to be faulty, we will repair or replace it and cover the associated return shipping cost.
- If, on inspection, the item is not found to be faulty (for example, damage caused by misuse, incorrect installation, or normal wear and tear), we will contact you with our findings before proceeding, and standard return shipping terms below will apply.
All Other Returns
Outside of a product being deemed faulty, all sales are final. If you would still like to return an item for any other reason (such as change of mind), please contact us at info@toll.africa and we will assess your request.
Where we agree to accept such a return:
- Returning the product to us is the customer’s responsibility, and the customer is responsible for the cost of return shipping.
- We will provide you with a quote for the return shipping cost (or, where applicable, confirm the cost of an alternative courier arrangement) before you send the item back.
- The item must be returned in its original condition and packaging, complete with all accessories and documentation, unless otherwise agreed.
- Any refund, exchange, or credit will only be processed once the returned item has been received and inspected by us.
How to Request a Return
Email info@toll.africa with your order number and the reason for your return request. We’ll respond with the next steps, including any applicable return shipping quote.
Your Rights
This policy is intended to work alongside, and does not limit, any rights you may have under the Consumer Protection Act 68 of 2008 or other applicable South African consumer protection legislation.
This policy is provided as general guidance for your website and does not constitute legal advice. We’d recommend having it reviewed by a legal professional familiar with South African consumer protection law before publishing, to make sure it fully reflects your business practices and complies with all applicable regulations.