Frequently Asked Questions
The questions we are asked most. If yours is not here, we answer the phone.
Ordering & customisation
Full terms →Is there a minimum order?+
No. We produce single pieces and large runs alike. Volume discounts and reseller pricing are available on larger quantities — ask us for a quote.
Can I see my design before you make it?+
Yes. The design configurator lets you build and preview your item, and custom orders may require design approval before production begins.
Can you engrave or brand goods I supply myself?+
Yes — marking and engraving on customer-supplied items is a substantial part of what we do, using fibre laser, CO₂ laser and rotary tooling.
Two things worth knowing before you send stock. Engraving results depend on the material as much as the machine, so tone, depth and contrast vary between batches and sometimes within one — we strongly recommend an approved test piece on your own material before a batch run. And a spoilage allowance of 2–3% applies to customer-supplied blanks. Section 9 of our terms sets out the detail, including that risk in your goods stays with you while they are with us and that we do not insure them.
What artwork should I send?+
Send what you have and we will tell you whether it will reproduce well at size, or redraw it if it will not. Email it to us and we will come back to you.
Lead times & delivery
Full shipping policy →How long will my order take?+
Production, before courier transit:
- Stock items — 1–3 business days
- Standard custom orders — 7–14 business days
- Bulk and corporate orders — 14–21 business days
- Rush orders — 3–5 business days, at a 20% surcharge
Then add transit from Kempton Park: 1–2 business days in Gauteng, 2–3 to major cities, 3–5 regional, 5–7 to remote areas. Estimates exclude weekends and public holidays, and November–December runs longer.
What does delivery cost?+
- Orders over R1,500 — free standard courier, tracked
- Orders under R1,500 — R99 to R150
- Same-day in Gauteng — R350, ordered before 10:00
- Overnight to major cities — R250
Can I collect instead?+
Yes, free of charge from our Kempton Park facility by appointment. Monday to Friday 08:00–16:00 and Saturday 09:00–12:00. We let you know when the order is ready.
Do you ship outside South Africa?+
To selected destinations on request. Contact us for a quote and transit time. Customs duties and import taxes are the recipient's responsibility.
How do I track my order?+
Tracking details are emailed when your order is dispatched, and you can check status any time on the track order page.
Payment
Full terms →How can I pay?+
The methods available to you are shown at checkout. Bank transfer (EFT) is always available, and card and instant EFT are processed by our gateway Ozow — card details are entered on Ozow's secure page and are never handled by RetroCraft. Approved resellers and corporate clients may qualify for account terms.
Are prices VAT inclusive?+
Yes. All prices are in South African Rand and include VAT at the current rate of 15%. RetroCraft (Pty) Ltd is VAT registered and issues SARS-compliant tax invoices for every order.
Do you require a deposit?+
A 50% deposit applies to orders over R10,000. Retail orders are otherwise paid before production, and approved account customers are net 30 days from invoice date.
How long is a quote valid?+
30 days, unless the quote itself says otherwise.
Returns & guarantees
Full returns policy →Can I return a custom item if I change my mind?+
No — and this is the answer worth reading before you order. The 5 business day cooling-off period under the Consumer Protection Act applies to standard, unused stock items only. Custom-made and personalised products, anything embroidered, printed or engraved, bulk orders over 50 units and branded corporate merchandise are excluded, because they cannot be resold. This is why we ask you to approve the design first.
What if the product is faulty?+
We guarantee against manufacturing defects for 90 days from delivery. Report it within 7 days of noticing, send clear photos and your order number, and we respond within 2 business days. Confirmed defects are replaced, repaired or refunded at our discretion.
How long does a refund take?+
Refunds go back to the original payment method — 3–5 business days for EFT, 5–7 for instant EFT, and 7–10 for card, where bank processing times apply.
Resellers & bulk orders
Full reseller information →How do I get reseller pricing?+
Apply through the reseller page. Applications are reviewed and approved by our team — reseller status and pricing are granted by us, never issued automatically on submission of a form. We will come back to you either way.
I need several hundred units. Who do I talk to?+
Us, directly. For orders over 100 units or R25,000 we arrange palletised freight and a delivery schedule rather than standard courier, and pricing is quoted rather than listed. Start here and we will scope it with you.