Shipping & Delivery policy

The Hydrofire order process

Order Placement and order confirmation. After confirming the order a payment needs to be made into our FNB account using the reference provided. Alternatively the payment gateway solution is to be used for an immediate credit card payments. After a successful

Payment has been made and confirmation received – we require 1 (one) weekday working day to prepare your order for shipment or collection. So for example if order is placed and paid for on Saturday then collection by the courier or client can be done on Tuesday morning.

Orders placed by customers in Cape Town or Johannesburg metro areas will be subject to collection at our Johannesburg or Cape Town warehouses. Customers placing orders outside of Johannesburg or Cape Town for orders over the value of R30,000 will take advantage of our free shipping offer. Shipping costs for the below categories items will be calculated at checkout.

  • braais,
  • accessories,
  • flue parts
  • Orders for fireplace & flues under R30,000

Shipping to remote areas far away from major metros may be subject to additional shipping charges even if it is a fireplaces and flues combo over the value of R30,000. These costs will be available at checkout.

Shipping is done by courier and it takes 2-3 days on average depending on the location. Usually couriers pick up on Mondays, Wednesdays and Fridays with expected delivery 2 business days later. So if your order is packed on Tuesday it will only be picked up by the courier company on Wednesday – then it will take 2-3 business days after that to be delivered.

In Store Pickup

For Johannesburg or Cape Town based customers the available collection option is in store pick up. In this case the required preparation time will be 4 business hours prior to collection. All sold goods are taken to a dedicated dispatch area and packed there according to customer and invoice number.

How do I check the status of my order?

I’m not sure how we can make this an automated website process??? The only thing I am thinking is to have an email address for querries, but it will attract a lot of emails?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within X days of receiving your shipping confirmation email, please contact us at online.sales@hydrofire.co.za with your name and order number and we will look into the order for you.

Refunds, returns, and exchanges

Summarize your return policy here and link out to your full return policy page if you have one.

We accept returns up to 14 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. If the item has been shipped free of charge – then the shipping cost for both directions will be deducted off the total.

In the event that your order arrives damaged in any way, please email us as soon as possible at online.sales@hydrofire.co.za with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don’t hesitate to contact us at online.sales@hydrofire.co.za