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If you need to find more information on specific support related issues then please follow the information links below:
What does the “Pending Status Mean”?
This means your order is still undergoing a security check or the order is still to be picked up by our customer services department if your order has been in the status for more than 8 hours please email sales@crowntech.co.za or call our Customer Support Center on 0861 71 71 71.
What does the “Processing Status Mean”?
When you order is in a processing mode is means your stock is being ordered from our suppliers or it might mean your order is waiting to be dispatched. If your order has been in the processing mode for more than 2 days please email Customer Support or call 0861 71 71 71 to get further info.
What does the “Out for Delivery Status Mean”?
This means your order is on a courier service or out on our van.
What does the “Complete Status Mean”?
This mean that your order has been completed and received by yourselves, if you have not received your order please email or call us immediately to obtain a Proof of Delivery.
I looked at a product a few moments ago, when I went back in to double check the availability the price had increased. Why has this happened?
All of our prices and stock availability information is displayed in real time, therefore whenever there is a price change the new information is immediately reflected to our website. Our system has been written in this way so that we can provide you with the correct information prior to you purchasing.
How does your product search work, it seems quite a lot different to search engines I've used in the past?
Our Product Search Engine is one of the most advanced around, it lets you search on a single field category name. By searching in this way you should be able to find the product that you are looking for faster and easier.
How are you able to offer your prices far more competitively than your competition?
Due to our streamlined business model and levels of automation we are able to greatly reduce the costs of our business, this allows us to run our business more efficiently and pass the savings on to you.
If I want to buy something from Crowntech.co.za, is my credit card number safe from hackers?
During and after the checkout process your credit card details are encrypted, once you reach the screen where you enter your details you are on our payment gateways secure server, after your order is placed your credit card details are then encrypted again to prevent anyone accessing them.
How secure is buying over the web / I've heard horror stories about other Internet companies?
If we look at the security issue first, when you type your credit/switch card number into our site, our web site is in secure mode. This means that the information you type in will be encoded and our payment gateways server decodes it. In layman's terms this means that anyone "listening" to traffic en route will be able to make no sense of the number. Our system the "Secure Socket Layer" works, every trading web company uses it.
Secondly if you are a SA resident using a SA issued card for a transaction over R1000.00 you are automatically protected by Consumer Credit Act. This means that if a trader fraudulently charges your card for something that you did not order then the credit card companies are equally liable for the debt. In practice this means that the credit card company would refund you for the fraudulent charge whilst making the corresponding charge directly to us. Given the above, in practice putting your card details into a secure Internet site are much safer than giving them over an unsecured telephone line.
Once you have my email address and personal home/business address, is it your standard practise to send unsolicited mail?
At Crowntech.co.za we work on the strict principal that our customers only receive the things that they ask for. From the goods that you buy to the invoice you receive. Furthermore once your data is with us, We will not pass it on to any other companies.
If I place an order with Crowntech.co.za will it all be dispatched together or in bits and pieces?
Any order that you place with us will be dispatched together, if you are in need of an item before others on the same order then you should separate the order. Only when all items are instock will your order be despatched.
How can I pay for my order?
We currently accept Visa/Mastercard/EFT and Direct deposit payments
We accept cheques for orders over the value of R5000 (ex VAT). Please make all cheques payable to:
Crown Technologies.
At:
Crown Technologies
Postnet Suite 168
Private Bag X0001
4420
Can you ship my order to my work address?
When you place your first order with us, we can only ship it to your credit card billing address, i.e. the address that your bank has you registered at. On your second and subsequent orders you can specify an alternative address. By specifying an alternative address it may delay your order by 24 hours due to the security checks that we need to perform before dispatching your order.
Can I call Crowntech.co.za to place an order?
Yes, orders can be placed via telephone if you want (call: 0861 71 71 71), although most orders and queries can be resolved successfully on the website. You can also call for support purposes/order status queries. Our website has been designed so that any assistance that you need to place an order can be found on our website, which has enabled us to reduce our support staff overhead and therefore pass those savings on to you. However, we are happy to take your order over the phone should you wish to do so.
If I've placed an order on your site, am I able to amend it later?
If you're order has already begun to be processed then you will not be able to amend your order. We start work on your order the minute you hit the checkout button, therefore amendments may not always be possible.
If I have a problem with a product that I have ordered from you, how do I get help?
You can use our contacts form which allows you to send a request directly to our Technical/Returns Team, where you should receive a response within 12 business hours.
What shipping options are available to me?
Depending on your location we can generally ship to you in 2 working days. If you are ordering from Durban or Cape Town then your order could take up to 3 working days.
How do I track my open order(s)?
If you go to the Account section you will find any orders that have not yet been dispatched with a status linked to it. Once an order has been dispatched it will show an Out for delivery Status and a courier consignment number. When you have the consignment number you can go to here to track the parcel.
How do I view my past orders?
You can view your order history by going to Account section. Here you will see your orders, by selecting an invoice, you can see what items were on the orders and who ordered them.
I sent a product back for replacement. How long will it take until I get my replacement?
You should receive a replacement or credit within 10 working days, you can track the RMA through our contact us form online stating your order number in the subject or you can just email us at returns@crowntech.co.za.
I placed an order 2 days ago for 3 day delivery yet your site still shows Pending or Processing, when am I likely to receive my order?
If you place your order on a Monday (before 3:00pm) our obligation is to get the order to you by the Friday providing that all items are instock. If on the Friday your order still states "Pending or Processing" then we will simply ship it on a next day service so that you will still receive your order on time.
I need to find out more information about a product, what do you suggest?
In the rare event that you cannot find the relevant information on our site then we advise you to call our pre sales number 0861 71 71 71 where you can ask for further product advice from our trained advisors.
If I am not home when the couriers try and deliver my order what happens to it?
If no one is home to accept your order then you will be left a calling card and the goods will be returned to your local depot. You may contact the couriers to arrange a suitable redelivery date, or alternatively it may be possible to pick up the order from your local depot. (Please confirm this with the courier first) Identification will be required on request.
My order has been pending or processing for over three days now, what should I do?
There maybe a problem with one or more of the items on your order. Please contact our Customer Support Team as soon as possible and we will investigate any hold up with the order and advise you on the best way to rectify the issue.
If I place an order over the weekend when can I expect to receive it?
If you place it on a next day service then you can expect to receive it the following Tuesday, if you place it on a three day service you can expect to receive it on Thursday.
Once my order has been dispatched can I request it to be redirected somewhere else?
Assuming that it is not your first order then you may request your goods to be redirected to an alternate shipping address. In order to arrange the redirection then please contact our Customer Support Team. Please note that a charge may be applied for this service.
Can you specify a timed delivery?
Unfortunately we cannot currently specify a timed delivery and all orders are usually delivered between 9am-6pm Mon-Fri. However you may contact the couriers once the order has been dispatched and ask them for an approximate delivery time, but there are no guarantees.
If I place an order and something is out of stock what happens to the rest of my order?
Unfortunately if something is out of stock on your order then we will not dispatch any of your order until everything is in stock. If however an item has been showing out of stock longer than the quoted lead time on our site then please contact our Customer Support Team and we check the availability of this item for you. In general the best solution is to cancel the out of stock item(s) off the order so the rest of the order can be dispatched forthwith, or alternatively you may choose to wait for all of the items to arrive in stock before the order is dispatched.
When do you take payment for my order?
We do not charge debit / credit cards until the order is ready to be shipped. All orders that are placed will only be settled when the goods are ready to be dispatched. Your order will only be processed once authorization of your credit / debit card has been properly received.
I have just received my order but there is no VAT Invoice?
Once the order has been received our system automatically emails you a Tax Invoice, if by chance you don’t receive this Tax invoice please email invoicing@crowntech.co.za with your order number and by return a Tax invoice will be supplied.
What is the Time Limitation for Notification of Claims?
Damage in transit: If goods arrive in a damaged condition you must make a note on the carrier's delivery consignment note and it will be your responsibility to inform us within 2 days from delivery.
Shortages: It is your responsibility to sign for the correct number of packages as shown on the carrier's delivery consignment note. Any shortages must be noted on the consignment note and it will be your responsibility to notify us within 2 days from delivery.
Incorrect Goods: It is your responsibility to notify us of any incorrect goods supplied immediately from delivery and we will advise you of the correct procedure for rectifying this.
Non-Deliveries: We will not accept liability for goods lost in transit unless we are notified within 10 days from the expected delivery date.
What is the Customer Support opening hours?
We are open Mon-Fri 9am-4pm. unfortunately we do not work weekends and bank holidays. If you need to contact us outside our opening hours then please send us a email at sales@crowntech.co.za
What happens if I am unable to check the contents of my goods at point of delivery?
If you are unable to check the contents of the package at time of delivery please sign for the goods as "UNCHECKED". Failure to do so may affect any warranty claims that you make thereafter.
I have been sent the wrong item, how do I report this?
In the rare event that you have been sent the incorrect item then please email returns@crowntech.co.za to report this discrepancy to us. On receipt of your RMA request we will issue you with an RMA number to return the wrong item back to us. The RMA will be given special priority and you can expect to receive the correct item within 48 hours of its return to Crowntech.
What happens if my order is dispatched and I cannot take receipt of it, for reasons beyond my control?
The couriers will hold the goods for up to five days before returning the goods back to us. If you are able to contact either Crowntech or the couriers, arrangements can be made, for the order to be held at your local depot until you are available to collect.
Can I have my order left at my neighbors?
As long as this is not your first order, then this is possible.
What happens if I receive my order and it is damaged, or there are items missing?
This must be reported to Crowntech as soon as possible and we will take the appropriate action.
What happens if the courier confirms that they have lost my parcel?
This must be reported to us straight away. We can then take this matter up with the Couriers, so that they can investigate this matter.
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