FAQ

GETTING STARTED:

No, you do not have to have a credit facility with us – you can purchase from our site and pay by credit card or EFT payment. Your profile will be credited at the time of checkout, or you can create a profile for yourself by clicking on “My Account” and then following the steps to register.

Your standard online buying profile will be registered as soon as you check out for the first time. You can also register a profile by clicking on “My Account” in the top menu and registering.

To open a 30-day terms account for your company, please contact us on info@introstat.co.za or 011 723 7555. A consultant will take you through the process. Please note that 30 day accounts applications are subject to standard credit terms and conditions and will follow our accounts approval process.

To place an order, simply place your products in your cart by clicking the “add to cart” button on the product. Once you have added all the products you would like to buy to your cart, you can click on the cart on the top of the page, and then click on “proceed to checkout”. The checkout process will take you through your order confirmation, allow you to add your shipping choice, and then you can make payment using your preferred payment method.

We do our best to make sure that our products are competitively priced, therefore we do not offer further discounts, unless there is a promotion on any specific products. However, should you be looking at making a bulk purchase (50 items or more), please contact one of our consultants to see if any discount is possible.

Although we do our best to ensure that our stock levels are accurate, stock levels are not guaranteed.

To reset your password, click on “My Account” on the top navigation bar. Under the Login section, slick on “Lost your password?”. You will be redirected to the reset password page. Enter your email or username and click “Reset Password”. A link will be sent to your email address to create a new password for your profile.

Please note: The mailing system is not instant and may take a few minutes to validate the information provided and generate a unique link for your request. Please be patient and if you do not get the resent link within 24 hours, please email info@introstat.co.za for further assistance.

PAYMENT METHODS:

We accept the following payment methods:

  • Credit or cheque card via our online payment gateway
  • EFT
  • Cash on delivery (for orders in Johannesburg, Pretoria, Durban and Cape Town only, under R1 500). Please contact us to make arrangements for cash on delivery payments.

To secure your stock, we advise that you make payment within 24 hours of placing your order. Credit card payments are instant and will be processed at the time of your order. Orders that we have not received payment for in 7 days will be cancelled, and you will be required to re-place your order.

If your credit card payment is unsuccessful, you will be notified by the payment gateway during the payment process. Once your payment has been received, your order will be processed, and the order status will reflect as “processed” on your order history. Should your order be unsuccessful for any reason, one of our agents will be in contact with you.

Your order will be processed as soon as the funds are showing in our account.

Introstat offers a 30-day credit facility for businesses only. To open a 30-day account for your company, please contact a consultant to take you through the process. Please note that 30-day accounts are subject to standard credit terms and conditions and will follow our accounts approval process.

COLLECTION, EXCHANGES AND RETURNS:

Yes, you can collect from one of our branches in Johannesburg, Durban or Cape Town. Please wait for an agent to contact you to let you know that your stock is ready to collect. If you have an urgent collection requirement, please contact us.

Product faulty (dead on arrival) within 7 days If you purchase an item from us, and the products is not working or is faulty upon first use, this item will be treated as “Dead on Arrival (DOA)”. The fault must be reported to us within 7 days of the date of purchase to info@introstat.co.za. We will then assist to facilitate the DOA process with you, in line with the manufacturer’s procedures. Please note that in some cases, you may be requested to contact the manufacturer’s service centre to follow some troubleshooting steps before the DOA process can be implemented. In-warranty claims The warranty of the products that we sell are supported by the manufacturer. In the case of most faulty items, the standard warranty of the product will take effect. We will assist in facilitating this warranty claim, by collecting the item from you and booking the product in at the manufacturer’s nearest service centre.  
Please note that DOA and in-warranty policies apply only to failure of the device, and do not cover wear-and-tear, water damage, damage arising from negligence or abuse, damage from alterations to the product or inadequate care of the product.
What is your returns policy? Please refer to your returns and refunds policy here.

CANCELLATIONS & REFUNDS:

If you wish to cancel your order, please contact us at info@introstat.co.za or call us on 011 723 7575. Should your order already have been paid for, our standard refund policy will then apply.

If you wish to change your order, please contact us at info@introstat.co.za or call us on 011 723 7575. One of our agents will assist you in changing your order and re-quoting you if necessary.

Credit card payments: the authorised transaction will be cancelled within 24 hours of written confirmation that we will not proceed with the order.

EFT payments: no EFT refund payment will be processed before the funds paid to us are cleared and showing in our bank account. In order for us to process a refund, we will need a written request as well as your banking details. If the bank account into which the refund must be paid is a business account, we will also need a bank confirmation letter and company letterhead, for verification purposes.

Once we have received the refund request and supporting documents, a refund will be processed within 7 days. Alternatively, the value of your refund can be placed in your online account to use for future orders.

Our internal refund process takes approximately 2 – 3 days from when we receive the request and all the relevant supporting documents. Payments made by credit card will be refunded directly back into your card.

EFT payments will be refunded to you via EFT. Depending on your bank, refunds could take up to 5 days to show in your bank. Should you not see the funds in your account after 5 days, please let us know.

SHIPPING AND DELIVERY:

We are able to deliver to you anywhere in South Africa. We are also able to deliver cross-border into Southern Africa on arrangement. Please note that for orders outside of South Africa, courier and freight charges will be quoted specifically per order.

We make use of a combination of our own fleet in our branches, and a network of courier and freight companies. We will select the delivery method that will ensure that you receive your goods as quickly as possible.

For orders in Johannesburg, Pretoria, Durban and Cape Town, delivery time on items in stock is 2 – 3 business days. For orders outside of these areas, please allow for between 3 and 5 days for delivery. In the event that your delivery is delayed, one of our agents will contact you to inform you.

Our agents will assist in tracking your order. If you have an enquiry regarding your delivery, please contact us at info@introstat.co.za or 011 723 7575. If your order is sent with one of our courier partners, you will be provided with the courier details and waybill number, which you can then track online on the relevant company tracking websites. We are also happy to assist in tracking your parcel.

Our delivery fee is calculated based on your location. The delivery fee will be added to our order on checkout.

  • For Johannesburg, Pretoria, Durban and Cape Town local areas, the delivery fee is R100.
  • For main centers Port Elizabeth, Polokwane, Nelspruit, Bloemfontein, Rustenburg, Potchefstroom and Klerksdorp, the delivery fee is R120.
  • For all other areas, the delivery fee is R150.

In the event that your order is abnormally large and requires a special delivery arrangement, a consultant will be in contact with you to discuss the delivery rate.

Our standard delivery days are Monday to Friday, 8AM to 5PM. However, if you do need a special delivery on a weekend or public holiday, please contact us. Special deliveries can be arranged with our courier services. Please note that they may be a surcharge for weekend or public holiday deliveries.

If you are not at your delivery location at the time of delivery, our delivery agents will contact you to arrange a second delivery attempt.

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