Right, so this is how we work.
Mondays - Friday: we process orders from 08h00 - 15h00. So, if you order before 15h00, we will send your package off with our couriers on the same day - meaning you'll get your delivery the following day. Our overnight delivery applies to main centres only, so if you live in Pofadder, for example, your delivery will take a little longer. Happily though, not longer than three working days.
Weekends and after hours: If your order is placed AFTER 15h00, or over the weekend, we will process and dispatch it on the next business day. Orders received after the courier collection on a Thursday will leave on Friday and you can expect delivery on the following Monday as our couriers do not deliver on weekends (or public holidays).
Seriously, the CIA would be impressed with our ninja-like, discrection abilities. No one will ever know you've ordered from us. Check this out:
Parcels: Are plain cardboard boxes inside plain ol' regular courier packaging. There isn't anything on the box at all to indicate where the package is from. We know privacy is important to you, so we make sure we respect that.
Waybill: Also, super discreet. Anyone looking at it will not know where your parcel is from.
Bank Account: Will reflect a payment an account that doesn't reference Matilda's, (example "ABC Web-store") to keep your orders private and confidential.
Bottom line: don't worry about us delivering to your home or business. Hell, you could even get your boss / secretary / colleague to sign for the box - they will never know what's inside!
Our couriers deliver to your door between 8am and 5pm on business days. If you need your parcel delivered at a specific time, please email or call us and we'll do our best to make it happen.
We'd REALLY love to help you, but same-day shipping is one thing we don't like doing. Here's why we don't offer that service: it's damn expensive for you, and with a huge country like South Africa, it can lead to customers being disappointed if the couriers run late, etc. (Which happens often.) Instead, we prefer to make promises that we can keep. We suggest using our standard courier delivery, which is plenty fast! :)
Only if you're really, REALLY serious about needing your goodies on a Saturday! :) Saturday delivery options are more expensive, and please keep in mind that couriers only deliver to certain centres on Saturdays. We suggest using our standard courier delivery which is fast AND efficient. If you absolutely must have Saturday delivery, we'll do our best to help - as always! Please contact us by email to find out if it's possible.
Nope, couriers don't deliver on public holidays. Lazy so-and-so's!
We deliver to Mozambique, Swaziland, Namibia and Lesotho. We can’t guarantee delivery times, but your parcel should reach you within 2 weeks of paying for your order.
A Yeti by the name of Fred* (we got him from China). He likes to wear a yellow suit and orange tie. Reminds him of the sun, apparently (being all snowy where he comes from).
*Sadly this is not the truth. The truth is a lot more boring. RAM delivers your parcel door to door and Speed Services delivers to Post Offices. Disappointing, we know.
The courier company will always attempt to deliver to your door. If delivery is not completed the couriers will attempt delivery again on their next delivery run. Someone must be available THE ENTIRE DAY to receive the collection. (This is because the courier man needs to deliver hundreds of parcels in a day. He cannot schedule exact delivery times with everyone. So, depending where you are in his route, delivery will be at different times.)
It is not always realistic to expect the courier drivers to contact you via phone. Faulty intercoms and high security communities can cause some difficulties. Please make sure the necessary security people are aware of the delivery. If you have any trouble with your delivery, you can contact the couriers directly, or ask us to track and confirm your delivery for you.
We process orders on business days from 8am to 3pm, and they are dispatched at 3pm. Once your parcel is ready for dispatch, we will send you your tracking number (these emails are usually sent at about 4pm everyday). If your order is placed AFTER 3pm, or over the weekend, we will process and dispatch it on the next business day. Orders received after the courier collection on a Thursday will leave on Friday and you can expect delivery on the following Monday as our couriers do not deliver on weekends (or public holidays). Again we say: lazy slobs. Haha! Kidding - we love you RAM and Speed Services :D
If you do not have a tracking number, don't forget to check your junk mail. If it isn't there, give us a shout to confirm that your parcel has been dispatched.
Just don't forget: if you placed your order over a weekend, or after 3pm, it will only be dispatched on the next business day.
If you have a tracking number, you can track it on the courier tracking site. If there is any problem at all with your parcel, we will not rest until we have tracked it down and got it to you! We will stay up all night, eating donuts and drinking coffee, scouring the land for your parcel. We will put up posters. We will call the police - the CIA, the FBI if we have to! Okay, we don't know the number for the FBI, but we promise we will find your parcel.
If your tracking number looks similar to this: TF *** *** *** ZA, then Speed Services is the courier that will deliver your order. Please remember to leave no spaces between the letters and numbers of the tracking number! You can contact them here: Speed Services Customer Care: 0860 023 133
If your tracking number looks similar to this: MTYQ01-******** then www.ram.co.za is the courier that will deliver your order. Their helpdesk is always super efficient and very helpful. You can contact them here: RAM Couriers Customer Care: 0861 726 726
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