Customer Service



Ordering

Ordering is easy!

Online

Browse our many products online and then 'shop' by simply adding items to your Shopping Cart by clicking on the Add to Cart button.

When you're done, click on My Cart. This will list all the items you've selected and their prices. You can still change your mind at this stage and make adjustments to your order.

Once you are absolutely sure about the items you wish to purchase, click on Checkout.

Complete your personal contact and mailing / delivery details.

Select your preferred payment option. (We regret that Cheques, Debit Cards & COD orders aren't accepted.)

We will advise you via email of your tracking number once your order has been despatched.

Please Note: When you place your order it will enter through a series of steps during fulfillment. Once your invoice has been printed we can no longer change the items on your order, but can update the address or cancel the order, if necessary. Call us immediately on +27-31-3127755 or email us so we can take the necessary steps to stop the order before it is shipped.

Offline

You may also place your order 'off-line' by contacting us by phone: +27-31-3127755; by fax: +27-31-3129564 or via email on our contact page.

Privacy & Security

Privacy

Teddytech respects the privacy of their customers, keeps their information completely confidential and would never share or sell such information. Refer to our Privacy Policy and Terms & Conditions.

Security

Secure Sockets Layer (SSL) is the most widely-used security protocol on the internet for online shopping sites. It protects the privacy of data exchanged by the website and the individual user by means of encryption.

Teddytech is committed to providing a secure online service. All encryption complies with international standards. When you enter the checkout page you will see the secure server 'lock' icon in the status bar of your browser and our website name beginning with https (instead of http). The additional 's' denotes a secure link is in place.

Payment & Pricing

Payment Options

Teddytech regrets that Debit Cards and Cheques are not accepted for any online purchase. You should consider and EFT or Bank Deposit as an alternative if you do not have one of the accepted Credit Cards.

We offer the following payment methods:

Paypal

An easy to use payment option, available to international customers only. The transaction currency is United States Dollars (USD).

Credit Card

This is the quickest and easiest way to order, using our secure Shopping Cart and paying by Credit Card.

Please Note: All Credit Card Numbers are stored in an encrypted database for orders and will then be removed.

Credit Cards are processed through our retail store merchant speedpoint. If you are uncomfortable providing your Credit Card details online, then you can opt to order by phone: +27-31-3127755; or by fax: +27-31-3129564

Your credit card may be refused for any of the following reasons:
  • The card may have expired. Check that your card is still valid.
  • You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
  • You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.
EFT (Electronic Funds Transfer)

One of the most widely used ways of sending money online.

  • Once all your selected items are in your shopping cart, proceed to Checkout and follow the order processing instructions.
  • Select the option to pay via EFT.
  • Load Teddytech as a beneficiary on your internet banking Recipient List.
  • Use your name and the unique Teddytech Invoice Number in the reference line for your payment reference.
  • Indicate for your bank to notify Teddytech of the transfer.

This should ensure speedy processing and delivery of your selected products.

Direct Deposit

This payment is made at a bank, into our bank account. If you select the 'pay via bank deposit' button, instructions will be given on how to deposit monies into Teddytech's bank account and the following applies:

  • The exact amount of your order must be paid.
  • The payment must be identified by supplying the order number and surname in the reference section of the deposit slip or on the electronic transfer.
  • Transfers made from ATM's can't be accepted.
  • Cheque deposits can't be accepted.
  • Bank deposits from outside the borders of South Africa can't be accepted.
  • Your order will be cancelled if you choose to pay by bank transfer and the amount due is not paid within 5 business days.

Once your deposit is done, kindly fax or email confirmation of payment to Teddytech by phone: +27-31-3127755; by fax: +27-31-3129564 or via email quoting your name and unique Teddytech Invoice Number.

Pricing

All retail prices are quoted in South African Rand and include VAT, at the applicable SA rate.

International Orders: Goods that are exported outside the borders of the Republic of South Africa do not carry a VAT charge if both the billing and delivery address are international. The VAT will be deducted before the transaction is complete.

Shipping & Delivery

Shipping

We offer shipping within South Africa as well as Internationally.

The shipping charges will automatically be calculated online (based on the weight of the parcel) when you place your order. If for any reason, once you have placed your order, a window appears indicating it cannot calculate the shipping costs, kindly contact us via email in order for us to quote you accordingly.

Please Note: The cost of shipping will be displayed at Checkout before the transaction is complete. All shipping methods have a Track & Trace System. Teddytech reserves the right to increase shipping costs at any time, without prior notice. Postage / shipping rates include a package packing / handling fee.

Within the borders of South Africa via the South African Post Office, Speed Services or via Courier.

Guidelines of various shipping methods within the borders of South Africa are:

Complimentary Postage

On South African orders, where the value of the goods is more than R385 (after promotional coupons or special discounts have been deducted) there is no delivery charge. Yes, with our compliments! Your order will be shipped via insured Economail unless a shipping method, other than that being offered, is requested by you. This offer is available only within South Africa.

Ordinary Parcel (Counter to Counter)

R40 for the first kg and R5.50 for each additional kg or part thereof. An ordinary parcel is any postal item larger than 353mm x 250mm x 30mm and/or weighs more than 1 kg. Allow 5 working days for delivery and collect from your nearest Post Office.

Overnight via Speed Services (Counter to Counter)

R95 in a flyer bag for parcels weighing up to 1kg and R139 for parcels weighing between 1kg and 2kg. Collection available at your nearest Post Office the following day when shipped to main centres. Allow 48 hours for items shipped to outlying areas.

PostNet

PostNet currently have a special domestic offer on PostNet to PostNet branches of articles up to 5kg for R99. Kindly request this option if you prefer it to the SA Post Office option, when placing your order. Delivery usually within 3 days.

Courier Main Centres

Johannesburg, Pretoria, Cape Town, Port Elizabeth, East London, Bloemfontein and George.

R125 for parcels up to 2kg and delivered the next day. Rate per kg thereafter R25.

R90 for parcels up to 10kg and delivered within 1 to 3 working days. Rate per kg thereafter R4.

Courier Regional Centres

Other than those specified above.

R108 for parcels up to 5kg and delivered within 1 to 2 working days.. Rate per kg thereafter R17.

R138 for parcels up to 10kg and delivered within 3 to 4 working days. Rate per kg thereafter R7.

Please Note: A quote will be supplied for items to be delivered to main and regional centres with larger volumetric measurements. Parcels are delivered to the door of the recipient and therefore the correct street address and contact telephone number are essential for this method of shipping. Deliveries are weekdays only. Saturday deliveries are available at a higher shipping fee. We regret there are some areas where door to door delivery is not possible and where delivery via the SA Post Office is the only option.

International Shipping
EMS (Expedited Mail Service)

Charges vary, according to the country the parcel is being shipped to. Shipping rates to a random selection of countries are:

R332 for the first 500g. R68 for every subsequent 500g

R377 for the first 500g. R91 for every subsequent 500g

R313 for the first 500g. R91 for every subsequent 500g

R292 for the first 500g. R91 for every subsequent 500g

Please Note: Delivery dates vary from 5 to 14 working days from date of departure from Johannesburg, depending on the country the order is being shipped to and Customs regulations in country of destination.

Customs Duties & Taxes

Bear in mind that as Customs policies vary from country to country, it would be advisable to determine whether your order would attract Customs duty and taxes upon arrival in your country. Teddytech can't calculate or estimate these charges and, therefore, it is suggested that customers contact their local Customs office for further information and make themselves aware of such local charges before ordering.

Teddytech can't be held responsible if a parcel or item is detained or confiscated due to these laws.

Goods that are exported outside the borders of the Republic of South Africa do not carry a VAT charge if both the billing and the delivery address are international.

Delivery

Delivery periods are only regarded as having commenced upon payment confirmation being received by Teddytech.

It's very important to provide us with the correct delivery address, postal code and contact telephone number.

You can check the status of your order by simply clicking on the Order menu in your account. We will send you an email confirming the tracking number and date of despatch once your order has been shipped.

If sent via the SA Post Office you will need to collect your parcel at the Post Office counter that you selected for delivery, quoting the tracking number given to you. Remember that the Post Office does not always put notification slips in your post box, so it is up to you to follow up within a week of date of despatch.

If the Courier option was selected and you don't, for any reason, have your parcel delivered within the time specified for that option, contact us via email so we can follow up and take the necessary action.

Returns & Exchanges

Teddytech strives to provide accurate descriptions and high quality products. If you have any problems with your order and wish to return or exchange your purchase, please contact us within 7 days of receipt of your order. We understand that errors can be made or items may, in very rare instances, be faulty.

Please Note: Patterns and kits can't be returned. We regret we cannot offer merchandise exchanges on orders shipped internationally.

You can return an item via insured mail. Items must be in perfect condition and returned with their corresponding invoice/receipt and original wrapping / packaging within 30 days from date of purchase.

Once the return has been approved and the items received by Teddytech, you will receive your refund via the same means used to make your purchase.

Please note: that in the event of any monetary refund this amount will be South African Rands (ZAR), irrespective of any currency fluctuations since the original payment. Any refund will be made using the same format as the original payment.