SHIPPING & RESTRICTIONS DURING LOCKDOWN PERIOD
Please note that as an essential service provider, our online store will remain open during the lockdown period and we will be able to process and deliver the following –
WILD supplements orders as well as masks can be processed and delivered during all levels (1 to 5).
WILDCAT Clothing orders will also be processed and delivered as of May 1st (levels 1 to 4).
Please allow for an extra day or two over the usual delivery times as both ourselves and the courier services are all working with limited staff during this period due to distancing regulations. We are taking every possible precaution to ensure the health and safety of our shoppers as well as our team members in the face of the Covid-19 crisis.
Please allow for an additional 1-2 days for processing and shipping during our Black Friday and holiday specials, we are working tirelessly to process all orders as soon as possible.
All orders are usually processed and dispatched within 1 to 2 days of payment receipt, provided there aren’t any stock shortages or other unexpected delays. Should there be any unexpected delays with your order, you will be notified via Email or phone call. Please allow an additional day or two during the rush of the holiday season or sale periods, we are always trying our best to attend to all orders as quickly as possible so please be patient with us.
Payments made using PayFast usually reflect immediately on our side, however, EFT payments may take 1-3 business days to reflect, depending on the bank you’re banking with, we do check payments on daily basis. Should you wish to speed up the process you may forward us a verifiable proof of payment, please note that only selected banks offer the additional option of payment verification via their online platform.
All orders are generally delivered within 1 to 3 business days from dispatch to all main areas (excluding weekends and public holidays), please note that deliveries to remote outlaying areas can take an additional 2 to 3 days for delivery due to remote locations being serviced less frequently by our logistical partners. We do not ship on Saturday, Sunday, or on Holidays.
Once your parcel has been dispatched, you will be provided with your tracking information via Email. If you are experiencing any complications or delays with your delivery, please contact the shipping carrier using your provided shipping information.
Once the shipment has left our facilities, we will have to go through the same procedure to find out any further information.
We also offer worldwide door-to-door shipping with DHL, pricing will vary from country to country, based on the different shipping zones. All shipping prices are calculated based on shipping zone and package dimensions/weight, the more your package weighs, the higher the price of shipping will be, although may not be effected at times when adding an extra item or two.
You can use our shipping calculator on the ‘Checkout’ page to view your shipping costs based on your delivery address while adding items to your shopping cart. The shipping rates you will receive are discounted rates under our DHL account. These prices are not marked up in any way, what you pay is what we pay. We do not make money on charging you for shipping. Shipping is not our product.
All international packages are generally delivered within 3 to 7 business days from dispatch. However, customs delays may require extra time for shipment clearance. Once your parcel has been dispatched, you will be provided with live tracking information.
Wildcat will not be held liable for any lost packages due to address errors.
CUSTOMS DUTIES & CHARGES
Most countries impose a customs duty and import tax on goods from abroad (this is standard procedure). Customs duties and taxes are the sole responsibility of the customer and all required documentation for customs release purposes will be communicated through the local DHL representatives/clearing agents.
Please note that Customs duties and import taxes are beyond our control and at times may delay your package from arriving on time. Unfortunately, we cannot offer refunds to customers for customs duties or import taxes.
If you are unable or simply do not wish to pay the customs fee, your package will be returned to us and you will only be penalized for the cost of shipping your package. You will be refunded upon receiving your order back at our facility.
International order may also be subject to customs clearance procedures which can cause delays beyond our control, which may be beyond the original delivery estimates.
We stand behind everything we sell. If you are not satisfied with your clothing purchase, you can return it for a replacement within 7 days of receipt.
Should there be any issue with the product(s) received, such as production defects or breakages during transit etc. please notify us within 48 hours of receipt, any claims pass this time period will be null and void. Should the package arrive damaged for any reason, please make sure to take photos of the received parcel so that we may use those to query the damage with our courier.
In the event that the size you’ve chosen isn’t a suitable fit, you will be able to exchange by returning the item(s) back to us, using a courier of your choosing. Once the items are received in good order, we will send the replacement in exchange, without any additional courier costs.
In such case, please Email us to – firstname.lastname@example.org with your return/exchange request.
You must have a proof of purchase for all returns and exchanges.
When products are returned, please make sure that all the products are in perfect condition and haven’t been washed nor warn. Please make sure that the exchange item(s) are delivered to us within 10 days of notifying us about your desire to exchange the product(s), any returns passed the 10 days will be void and not eligible for refund.
You may exchange your purchased product for a different size/color, different item or alternatively request store credit or a refund. Please note that in case of a refund or credit request, the refund/credit will be processed for the costs of the items purchased and returned, we cannot refund any additional shipping costs as those are non refundable.
Please note, some items can go out of stock quickly, as a result, we may not be able to always make the desired exchanges,
but we will do our best to find a suitable solution.
When shipping back your return/exchange, note that the item is your responsibility until it reaches us.
For your own protection, we recommend shipping your package with a carrier that can provide tracking and insurance. WILDCAT will not be held responsible for packages lost in transit.
The cost of returning items to us will be the customer’s responsibility, however, the first exchange shipping costs will be covered by WILDCAT. Should you wish to process a second exchange, shipping charges will be entirely up to you, the customer.
Please note, our returns policy only covers items that have a manufacturing defect and does not cover ordinary wear and tear or damage caused by improper use or accidents. Unfortunately we cannot take returns or exchanges on underwear due to sanitation issues.
Please also note that should there be a refund request issued for an order that has no apparent product faults where a ‘free shipping’ option was redeemed, a deduction of the standard shipping fee will be applied to the total of the order and only the remainder will be refunded, as the order will no longer qualify for the ‘free shipping’ option.