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Shipping and Returns

When placing an order through Mountain Mail Order, you can choose to either: 

OR

  • Courier your order to your chosen address for a flat rate of  R200

We also offer free delivery for all orders over R1000!  

Note: We currently do not offer delivery outside South Africa.

 

What to Expect

We ship to all  major centers  in South Africa and deliver all of our orders through The Courier Guy at a flat rate of R200, although this amount can vary for large / bulk orders.

Split shipping: Our branches often hold different stock and if you order multiple items you may receive more than 1 delivery of your goods from our different branches. If we consolidate your order, it will lead to longer lead times. We want you to get your gear as quick as we can! 

Orders to major metro areas can take up to 3 to 5 working days for delivery.

Orders to outlying areas can take up to 7 to 9 working days for delivery.

There is the option to upgrade to a quicker shipping method, for which there is an extra charge – if you would like to upgrade, please contact us at info@mountainmailorder.co.za and we'll advise you on the cost.

Please note that hand-to-hand couriers only deliver during business hours.  


Tracking Your Order

Once your order has been placed, you will receive an email with a  tracking link  through which you can follow your delivery’s progress. 

Please note that the estimated delivery times of orders may change  depending on stock availability from our suppliers. You will be e-mailed regarding availability on the day that you place your order.

 

Returns & Refunds

If you are unsatisfied with any of our products, you are welcome to return them within 7 days of purchase for a full refund, so long as:

  • The items are undamaged and unused, with the original labels and stickers still attached. 
  • No parts or accessories are missing .
  • You have a valid receipt for the purchase (there will be no refunds without proof of purchase).

A product may be returned for a refund after the 7-day mark if it is defective.

When returning your products, please:

  • Package all items safely and securely for protection during transport.
  • Include all labels, accessories, and parts that were sold with the product.
  • Include a copy of the invoice/receipt .

Please note that a failure to follow any of these requirements could result in your return being declined.


Changed Your Mind?

If you've had a change of heart about a product, we’ll gladly issue you a voucher with store credit, so long as the product:

  • Is  undamaged and unused.
  • Has not been personalised  or made to your specifications.
  • Has not been specially ordered for  you.

Please note that you will need to return the unwanted item at your own cost. Once we have inspected the product and determined that it is unused and undamaged, we will credit you with a voucher which you may use online and in store at CityROCK.


Exchanges

Products can be exchanged for a different size or colour,  provided that the replacement item is available. If the item is not available, we will credit you with a voucher or refund you the full purchase.

We are entitled to inspect the product on return, to make sure it is in suitably good condition. Please note that delivery for exchanges will be at your expense.


Products Damaged on Delivery

Should a product be damaged or missing any parts or accessories at the time of delivery/collection, please notify us within 7 days.

We will arrange for a replacement product to be sent and exchanged for the damaged product free of charge .

If we do not have a suitable replacement product, we can credit you in the form of a voucher or a monetary refund.


Defective Products

We do our best to ensure that our products are of the highest quality.

If a product is defective, we will send it off to the supplier for assessment. It is up to the supplier to determine whether a product is defective due to misuse or a manufacturing fault.

The following will  NOT  be regarded as defects and will not qualify for an exchange/refund:

  • Faults resulting from normal wear and tear.
  • Damage arising from negligence, mishandling or incorrect usage of the product.
  • Damage arising from improper storage.
  • Damage arising from a failure to adequately care for the product.
  • Damage arising from unauthorized alterations  to the product.

​ Standard Warranty

If you have received a product that turns out to be defective or of otherwise poor quality, please notify us as soon as possible. Once the product has been inspected and authorised by the manufacturer, we will replace the product or credit you with the purchase price.

 

Email us at  info@mountainmailorder.co.za  if you have any questions and enjoy shopping!