Shipping & delivery
Almost everything we make is produced to order with your branding on it, so delivery works a little differently to an off-the-shelf store. The short version: we never surprise you with a delivery charge at checkout.
Where we deliver
We deliver throughout South Africa and internationally. Our standard delivery rate covers Gauteng, South Africa. Any other destination is quoted separately, as set out below.
What delivery costs
Gauteng
Standard delivery within Gauteng is included in the price you see. There is nothing extra to pay.
The rest of South Africa, and all international orders
For any destination outside Gauteng - other South African provinces and every international destination - delivery is quoted separately. Courier costs vary too much by destination, weight and volume to be calculated meaningfully at checkout, so we do not guess at them.
What that means in practice:
- No delivery amount is ever added to your total at checkout. The figure you pay through PayFast is for the goods and any branding and setup fees only.
- After your order is placed, we work out the courier cost to your address and confirm it with you before manufacturing starts - so you approve the delivery cost before anything is made.
- If the delivery cost does not work for you, you can cancel at that point and we refund your order in full. Nothing has been made yet.
International orders: duties, taxes and customs
For deliveries outside South Africa, the separately quoted courier charge covers transport only. Any import duties, taxes, customs clearance fees or brokerage charges levied by the destination country are payable by you, the customer, and are not included in the price of the goods or in the delivery quote.
These charges are set by the destination country's customs authority, not by us, and we have no way to calculate or collect them in advance. Refusing a delivery to avoid them does not entitle you to a refund of the goods or the courier cost.
You are also responsible for ensuring that what you have ordered may lawfully be imported into your country.
When your order is made and sent
Branded goods are manufactured to order. Production starts once all of the following are true:
- your payment has been confirmed by PayFast;
- you have approved the artwork proof for your branding; and
- where delivery is quoted separately, you have accepted the delivery cost.
We do not publish a single fixed turnaround time, because it genuinely depends on the decoration method, the quantity and the current production queue - a quoted lead time we could not hold to would be worth less to you than an honest one. We confirm a realistic timeframe with you in writing when we confirm your artwork and delivery, and we email you as your order moves into production, ships, and completes.
You can check the status of any order at any time under My orders.
Receiving your order
Please check your order when it arrives. If anything is damaged in transit, short-shipped or not what you ordered, email sales@ulfgear.com with your order number and photographs within 7 days of delivery so we can take it up with the courier and put it right. See our returns & refunds policy for what happens next.
A note on setup fees
Layout setup fees are charged once per artwork layout, not per item. A repeat order of the same layout - same artwork, same placements, same branding method - of 20 units or more has the setup fee waived automatically at checkout. This is a pricing matter rather than a delivery one, but it is the question we get asked most often alongside delivery, so it is stated here too.
Questions
Email sales@ulfgear.com with your order number, or read the returns & refunds policy.