Frequently Asked Questions

We import all our South African food directly from South Africa! With the help of our import partner Serengeti Trading, we have containers arriving to our warehouse every few weeks. From there, all food is shipped from our warehouse to your home for maximum efficiency. 

We do! While we don't yet offer special orders we can however take product requests. The product request list is reviewed at the end of every month and if there is enough demand for any given product, we will do our best to bring it in.

Unfortunately we cannot yet offer pre-orders for out of stock items. 

There's two ways you can know when a product is back in stock. 
1. Make sure you are subscribed to our mailing list, we announce all our major restocks!
2. To know when a specific product is back in stock, please visit the product page and click "tell me when it's back" on the right hand side. This will send you a notice as soon as stock levels change for that product. 

We do! Sometimes items may arrive close to or past their best before dates. We do offer these items at huge discounts to anyone who wishes to get these. You can see all our on clearance items by clicking the button below. Please note, there is absolutely no refund, returns or exhancges for any items marked as close-to or past ther best before date. 

For food, over 94% of orders ship out within 24 hours, once shipped over 97% of orders arrive within 3-8 business days. 

If it's been more than 72 business hours since you placed the order and haven't seen any updates to the tracking, please contact our live chat support. 

We ship worldwide, that includes all of the USA, all of Canada, and even places like Israel, Mexico, Korea, Portugal & the Cayman Islands.
For any orders outside of the continental United States, shipping rates are calculated by the available carriers based on the weight and size of your order at checkout. 

All our South African food is shipped from our main warehouse located in BC. Some food items, like biltong, are shipped from various fulfillment centers located throughout the USA. 

If you would like to cancel an order, please use our live chat and inform one of our agents. Typically there is a 24-48 hour window to cancel an order. Unfortunately, we cannot cancel an order once it has been prepared for shipment and/or picked up by the carrier. 

If the last update was at the Tacoma, WA, US sorting facility, your package has actually left the facility but the shipping company didn't scan it on its way out of the facility. This tracking delay usually lasts 3-5 business days and should be updated shortly. 

If your package was marked as delivered but you havent seen it yet do the following;
1. Wait 1-3 hours as sometimes the delivery drivers can be eager to mark a package as delivered. 
2. If you live in a condo, apartment, or townhome, please check the appropriate mail room and lobby to see if the package is there or if a note was left by the carrier. 
3. If the above fail, please use our live chat support and have your order # & tracking # ready. 

One of our support agents will contact the carrier and get back to you as soon as they know more. 

While the vast majority of non-food items ship for free, some items that are imported from South Africa will have the regular food rates apply. This includes items like; Lip Ice & Handy Andy Cleaning Supplies

We are so sorry to hear that there was some damages to you order, we truly understand how that can be dissapointing and frustrating. The good news however, is we are here for you. 

If the damaged items are valued at less than $25, we have a couple options;

A) We are able to offer a full refund for the damaged items
or
B) One of our support staff can offer a gift card valued at more than the value of the damaged items. 

Please use our live-chat support to inform us about any damages. 

We're sorry you recieved expired items unexpectadly! We can definitly take care of that for you, please use our live chat support and inform one of our agents about the situation. 

Please note, we are unable to offer any refunds or exhanges on items that were marked and sold as expired. Expired items or on Clearance items will be marked on product images as well as in the product title like; [PAST BB DATE]