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PrimeGoods aims to make delivery arrangements clear before you place an order. This policy explains our delivery timeframe, charges and procedures across Home Equipment, Outdoor & Yard, Commercial Tools and Professional Kitchen Essentials.

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Delivery Timeframe

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Our standard delivery timeframe is 3–5 business days in total, starting on the first business day after payment has cleared and your order has been confirmed.

This period includes order preparation, dispatch and transport. It is not an additional delivery period after dispatch.

For delivery purposes, business days are Monday to Friday, excluding South African public holidays. Our customer-service operating hours are separate from courier delivery schedules.

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Products requiring a different lead time, including qualifying special-order or custom-made goods, will have that timeframe clearly disclosed and agreed before purchase. If no different timeframe is disclosed, our standard 3–5 business-day delivery commitment applies.

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Delivery Availability

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Available delivery services depend on your address, the selected products and their transport requirements.

Delivery availability must be confirmed during checkout or in an agreed quotation before payment. If checkout cannot calculate delivery for your address or selected goods, please contact us before placing a paid order.

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Delivery Charges

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The applicable delivery charge is displayed at checkout or itemised in your quotation before payment.

Charges may depend on:

• The delivery destination.

• Product size and weight.

• The number of items ordered.

• Freight or specialist handling requirements.

• Any additional delivery services agreed in advance.

We do not impose an undisclosed compulsory delivery fee after accepting payment.

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Delivery is free only when expressly stated for the relevant offer.

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Order Confirmation and Updates

Provide an accurate delivery address, contact number and email address when ordering.

Your order confirmation will identify the products ordered and the delivery information applicable to your purchase. Tracking details or delivery updates will be provided where available for the selected service.

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If you notice an error in your delivery details, contact u

s promptly and include your order number.

Large, Heavy or Commercial Equipment

Some products require freight transport or additional handling because of their dimensions or weight.

Before ordering, tell us about any relevant access restrictions, including:

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• Stairs or upper-floor delivery.

• Narrow doors, passages or gates.

• Restricted vehicle access.

• Height restrictions or limited unloading space.

• Site security procedures or receiving-hour restrictions.

 

Any necessary specialist handling, unloading arrangements or additional charges must be disclosed and agreed before payment. We will not introduce an unexpected unloading obligation after purchase.

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Delivery does not automatically include internal positioning, assembly, installation, electrical or gas connection, commissioning, or removal of existing goods. These services are included only when expressly itemised in your accepted order.

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Receiving Your Order

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Ensure that you or an authorised recipient is available to receive the goods at the agreed address.

Inspect the packaging and products as soon as reasonably possible. Check that the delivery matches your order and that supplied accessories or components are present.

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Where practical, record visible damage or shortages on the delivery document and retain photographs of the goods and packaging.

Signing for a delivery does not automatically waive your rights concerning damage, defects, missing items or incorrect goods.

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Damaged, Incorrect or Incomplete Deliveries

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Contact us promptly if your order arrives damaged, contains an incorrect product or is missing an item.

Please provide:

• Your order number.

• The affected product name or SKU.

• A description of the issue.

• Photographs of the product and packaging, where reasonably available.

 

We will investigate and arrange the appropriate correction. Where we are responsible, we will cover the reasonable costs of the required return, collection or replacement delivery.

No short reporting deadline in this policy overrides your statutory rights. Our Returns, Refunds & Cancellations Policy explains the available remedies.

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Failed Delivery and Redelivery

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If delivery cannot be completed because an incorrect address was supplied, access was unavailable or no authorised recipient was present, we will contact you to discuss the next step.

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Any reasonable redelivery charge will be explained and agreed before another attempt is arranged.

We will not charge you for redelivery required solely because of an error by PrimeGoods or its appointed delivery service.

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Delivery Delays

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If we become aware that the agreed delivery timeframe cannot be met, we will contact you with the reason, revised timing and available options.

We will not treat a delay as permission to extend an order indefinitely or substitute a different product without your agreement.

Your applicable rights relating to delayed delivery, non-performance, cancellation and refunds remain unaffected.

Where a cancellation qualifies for a refund and no goods need to be returned, we will issue the eligible refund within 7 calendar days after the cancellation or refund entitlement is confirmed.

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Changes to Delivery Details

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Contact us as soon as possible if you need to change the delivery address or other arrangements.

Changes may not be possible once an order is in transit. If a requested change affects the delivery charge or timeframe, we will explain the adjustment and obtain your agreement before proceeding.

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Collection

Collection is available only when expressly offered and confirmed for your order.

Our published address is a business contact address and must not be treated as an unconfirmed collection facility. Please do not travel to collect goods without an agreed appointment.

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Contact PrimeGoods:

For delivery questions, updates or assistance, contact us and include your order number.

Email: info@catertech.co.za
Telephone: +27 60 144 4033

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