Delivery
All orders are packed in a suitably sized box with padding and protection to ensure the safe travel of your goods.
Click and Collect
Packages are usually ready for collection 1 - 2 days after reflection of payment. You will be notified upon completion of the picking and packing of your order.
The Courier Guy (Locker/Kiosk/Door)
Packages are generally dispatched within 1 - 2 days after reflection of payment and are shipped via The Courier Guy with a tracking number. Whichever delivery location you choose, we will provide you with a link to track your package along its journey from us to you.
General Info
Delivery fees of your package by the courier company and are passed directly on to the customer so that we may offer you the lowest cost possible. Handling/Packing fees fees are fixed and include the cost of the box and adequate packing material for a safe and success transport.
We advise you to group your items in one order. The smallest delivery option can accomodate around 10 tins of average weight. Should all tins purchased be on the larger side, we might contact you to upsize your delivery choice so as to adequately protect your purchases.
If after completing your order you realise you'd like to make a correction or an addition, please contact us so that we can help make the correction before the order is sent out to the courier. If the package is already on its way to you there will be an additional delivery charge required.
Returns and Refunds
Is something missing?
We're all sardines pretending to be human and occasionally make mistakes. If something is missing from your order please contact us so we may try and rectify this. Either through a second delivery at no extra cost to you of the missing items or via credit note for your next purchase.
Is something damaged?
If something is damaged in your order please contact us so we may investigate the issue. Sometimes accidental damage can occur after it has left our hands and before it has reached yours. We will do our best to identify where the issue occured and make all parties whole.
General Policy
Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for store credit only. Please see below for more information on our return policy.
Returns
All returns must be postmarked within thirty (30) days of the purchase date. All returned items must be in new and unused condition, with all original boxes, tags and labels (still attached).
Return Process
To return an item, please email customer service at orders@fathomdeep.co.za to start the returns process and receive your RMA number. After receiving your RMA number, place the item securely in its original packaging, and mail your return back to us.
Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return. Our carrier of choice is The Courier Guy. You are welcome to ship to a locker near us to keep costs down.
Refunds
After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least five (5) days from the receipt of your item to process your return. We will notify you by email when your return has been processed.
Exceptions
The following items cannot be returned:
● Gift Cards
● Digital Goods
● On-Sale Items
For defective or damaged products, please contact us at orders@fathomdeep.co.za to arrange a refund or exchange.
Please Note
● Sale items are FINAL SALE and cannot be returned.
● Products must be returned in their original condition with all included packaging.
Questions
If you have any questions concerning our return policy, please contact us at: orders@fathomdeep.co.za