Frequently Ask Questions
Where do you deliver your products?
We courier our goods to a valid street address within South Africa. We offer economy door to door deliver through our courier partner. We do not deliver to PO Boxes, PostNet, Farms, Plots or Mines.
We are not shipping to international countries.
How long will it take for my order to be delivered?
We will process your order within 1-2 working days once we receive your order.
- Metropolitan Areas: 2-3 working days after order has been processed
- Outlying and Remote Areas: 3-4 working days after order has been processed
Please note, that we have indicated on our listed products the required special lead times due to stock availability and shipping directly from our suppliers. In these cases, we have indicated the expected shipping time below the price.
If the order is urgent or you need it before a certain date, please contact us before ordering and we can confirm the applicable extra fees for priority shipping. We treat every order with a matter of urgency, but it also depends on how busy we are or if we experience high demand during promotional and sale periods.
Please note that orders received over the weekends and/or public holidays will be processed the following business day.
Contact us if you are unsure about your order's delivery period.
How are items shipped?
We take great care with packing your order in boxes to ensure that you receive your order intact.
Your items are couriered with a tracking code for your peace of mind. You will receive an email once the order has been processed with a tracking code that you will be able to track.
How will I know once my order is on its way?
All Homegro Depot's orders are delivered through our courier partners. You will receive an email with your tracking number once your order has been processed and ready to be shipped. This email will include a tracking link which will allow you to track your order.
Please note: tracking information may not be immediately available, as this information is based on our courier partner's website and tracking monitoring.
Rest assured, if you haven't received a dispatched email notification, our team are most likely still working hard to get your product/s to you. We will keep you informed with any order information as updated become available.
What should be included in my delivery information?
Please ensure that your delivery address include:
- a contact person
- South African cellphone number
- street name and number
- suburb if applicable
- city or town
- street postal code
If you have special requests or changes to delivery details, please use the special instructions option at the checkout page, or alternatively please email us at firstname.lastname@example.org immediately after placing order to ensure that we can update your order before the courier is booked.
How is shipping calculated?
Your good's shipping is calculated based on the total weight of the basket and where you live based in South Africa. The cost will be displayed on the checkout page after your delivery information is added.
There are specific products that can only be picked up at our store. We also offer local pickup as a delivery option.
Can I pick up my order at your store?
Yes, you can come and pickup your order at our store.
Our store address is: Shop 10 Kingswood Centre, Lower Floor, Glenhazel, Johannesburg, 2000
When will by click-and-collect order be ready for pick up?
Once your order has been received, it will be ready for collection within 2-4 hours.
What if there is a delay with my order delivery?
While we endeavour to deliver your order within the time frames indicated, we cannot guarantee these delivery times - especially during busy promotional and sale periods where dispatch may be delayed due to increased volume of orders.
Dispatch of orders may also be delayed when verification or correction of your payment and/or address information is required prior to dispatch.
Why are different delivery times indicated on product pages?
We indicate different delivery times on product pages based on the stock that we always keep on hand in our store; items that we can quickly order from our suppliers if out of stock; items that we need to confirm stock availability from our suppliers.
The products that we need to confirm stock availability from our suppliers, if you are unsure about the delivery time, please use the "Email to Check Stock Availability" button below the price on the specific product pages. We will be able to confirm stock availability and lead time, before you place the order for your peace of mind.
Why are you asking if I agree to partial fulfilment?
We provide the option for you to choose partial fulfilment of your order. This option is viable if you want certain items quicker than others due to the stock availability as stated in the above section.
There is no additional cost associated with our partial fulfilment option. This only means that you may receive your order in one or two deliveries.
Why are substrate items only limited to be picked up in-store?
Our substrate soil products can be ordered through our online store, however, you can only collect the products at our store. Unfortunately, at this stage we do not offer shipping of these products due to the weight of the product.
If you want the product to be delivered to your address, you can contact us and we will provide you with a delivery cost quote for the substrate soil items. This cost will be a separate payment to the shipping costs calculated at checkout. This payment will be due after your order has been placed and paid for, and delivery cost has been confirmed with you. Payment for the delivery have to be made before the goods will be shipped to your delivery address.
ONLY Substrate items basket: If you proceed to checkout it will provide you with two options for delivery method: "Ship" or "Pick up". The next step, after you have input your delivery details and selected the "Ship" method, is to calculate shipping costs which it will only indicate that the product is available for in-store pickup.
MIXED Substrate items with other items basket: If you proceed to checkout it will provide you with two options for delivery method: "Ship" or "Pickup". The next step is to calculate shipping costs, after you have input your delivery details, with the following two delivery options:
- "Ship": The shipping costs is calculated on the items that are marked for shipping. Therefore, you are able to checkout with substrates, however, the shipping cost is not included for the substrate soil product. You will be able to proceed to the payment page for your order. We will contact you after your order has been placed to confirm when you are picking up your order or for alternative arrangements.
- "Pick up": If the local pick up is selected, the checkout page will indicate our location and you will be able to proceed to the payment page, without inputting your delivery details.
Exemptions to Shipping Costs
There are however times when the actual courier fee is far more than the amount charged by our website. This is normally due to a surcharge by the courier company as they classify the area as an outlaying area. Extremely heavy or large dimension parcels may also cause a large discrepancy between the shipping amount charged by the website and the actual courier charge.
In these or similar cases, we reserve the right to place such an order on hold while notifying the client of the additional charges. The client may then cancel his/her order for a full refund, or make payment on the additional shipping charges, after which his/her order will then promptly be dispatched by us.
For more information please contact us at: 010 590 6137 / 8 or email@example.com
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