Frequently Asked Questions

SHIPPING

What Shipping Methods Are Available?

SA Door to Door Please ensure the correct shipping address is provided from the outset as title and risk will pass to you once the order has left our premises.  Please allow 2 to 3 working days from confirmation of your order for your delivery to arrive.

How Long Will It Take To Get My Package?

Standard Delivery Time Delivery destination Delivery time Cape Town, Johannesburg, Pretoria 2-5 working days Regional Area 2-5 working days Remote Area 3-6 working days Shipping – Time frame To main centers estimated delivery is around 2 – 3 business days and for outlying areas in around 3 – 4 business days.

PAYMENT

What Payment Methods Are Accepted?

EFT (Electronic Fund Transfer) One of the most widely used ways of sending money online. Once you have added enough items to your shopping cart, proceed to “Checkout” and follow the order processing instructions. Select the option to pay via EFT. You will then have to load Tobacco Club as a beneficiary on your internet banking and use the unique order number in the reference line for your payment. This should ensure speedy processing and delivery of your selected products.

Is Buying On-Line Safe?

With all the stories of fraud and online theft, we're not surprised you're concerned. But fear not: our website is encrypted (that's why you see a lock icon in the URL bar) to keep your information secure. For credit card payments, we use a highly reputable payment system, approved by South African banks.

Order & Retunrs

How do I place an Order?

you've found something you like and now you want to buy it. Ordering from us is simple - all you need to do is register (which is easy and quick, we promise) and then click the "Buy Now" button on the product page. Once you've chosen all the goodies, click the shopping cart icon on the top right of the page, and then click "Proceed to checkout."

How Can I Cancel Or Change My Order?

Should you for any reason wish to cancel your purchase you will be liable for a 15% handling fee. You must advise us in writing of your cancellation and any such cancellation must be signed by the person who made the original purchase. The goods must be returned to us undamaged in the original packaging within 5 calendar days.

How do I confirm payment?

If you are paying by credit card, there is no need to send us proof of payment, as this happens automatically. If you are paying by EFT or direct deposit, please email your proof of payment to pay@tobaccoclub.co.za. Please use your Order number as a reference so we can allocate the payment to the correct order. If there is no reference, it may take longer to allocate the payment, and it can delay the process of your order. If we do not receive your POP, we will wait until your payment reflects in our bank statement (this could take up to 3 days).

Can I Track My Order?

Once your parcel is ready for dispatch (see "When will I receive my products" to find out when this happens), we will send you your tracking number via email. Usually, we will send the emails at the end of every workday. If you have not yet received your tracking number, check your junk mail. If you can't find it there, give us a ring to confirm when your parcel will be dispatched. (Keep in mind: If you placed your order during a weekend or after 15h00 on a working day, it would only leave our warehouse the next business day). If you have a tracking number, you can track it on the courier tracking site. If there is any problem with your parcel, we will do our best to get the issue sorted out as soon as possible to get your goodies to you!

How Can I Return a Product?

If the parcel is still on the way to you, or it has just arrived but you haven’t opened it yet, you can return the products for a credit voucher or refund. We will charge a 15% handling fee at our discretion. We cannot accept returns on any items that have been removed from their packaging, unless they are damaged or faulty.
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