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Shipping and Returns

Collection/Delivery

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 Policy

At CityROCK, we want you to be completely satisfied with your purchase. This policy sets out both your rights under the Consumer Protection Act (CPA) and our own store policies to give you extra peace of mind.

1. Your Rights Under the Consumer Protection Act (CPA)

  • All products (new or used) are automatically covered for six months from the date of purchase.
  • If a product is defective, unsafe, or not of acceptable quality during this time (and the issue is not due to misuse, negligence, normal wear and tear, or unauthorised alterations), you may return it at our cost and risk.
  • You may choose whether we:
    • Repair the product,
    • Replace the product, or
    • Refund you the full purchase price.

These rights apply to all goods bought in-store or online, and cannot be waived.

2. Change of Mind Returns (Store Policy)

If you’ve had a change of heart about a product, we offer a 7-day return period for a full refund, provided that:

  • The item is unused, undamaged, and in its original condition,
  • All labels, stickers, parts, and accessories are included, and
  • You present a valid proof of purchase.

After 7 days, change-of-mind returns will not be refunded in cash, but we may issue a store credit voucher at our discretion.

Please note:

  • Customised or personalised items, or items specially ordered for you, cannot be returned for change-of-mind.
  • You are responsible for the cost of returning the product to us.

3. Exchanges

  • Products may be exchanged for a different size or colour, subject to availability.
  • If the desired item is unavailable, we will issue a store credit voucher or a full refund.
  • For exchanges due to preference (e.g., size/colour), shipping costs are for your account.
  • For exchanges of defective goods under the CPA, all costs will be covered by us.

4. Products Damaged on Delivery

If your product arrives damaged or is missing parts/accessories:

  • Please notify us within 7 days of delivery or collection.
  • We will arrange a free replacement at no cost to you.
  • If no replacement is available, you may choose a full refund or store credit.

5. Defective Products

We take pride in the quality of our products. However, if something goes wrong:

  • Notify us as soon as possible and return the product.
  • We will inspect the item and, where necessary, consult the supplier/manufacturer.
  • Regardless of supplier involvement, your CPA rights remain with us as the retailer.
  • If the product is found defective within six months, you may choose a repair, replacement, or refund.

Please note that the following will not be regarded as defects:

  • Normal wear and tear,
  • Damage from negligence, mishandling, or incorrect use,
  • Damage from improper storage or care,
  • Unauthorised alterations or repairs.

6. How to Return a Product

When returning a product, please:

  • Package it securely to avoid damage during transport,
  • Include all labels, parts, and accessories, and
  • Provide a copy of your receipt or invoice.

In Summary

  • 7-day refund for change-of-mind returns (conditions apply).
  • 6-month CPA warranty on all products for defects; you choose repair, replacement, or refund.
  • Defective or damaged goods are returned at our cost and risk.

We’re committed to handling all returns fairly, promptly, and in line with the Consumer Protection Act.

 

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