Customer FAQs

Ordering and Payment

1. How do I place an order?

    - You can place an order online through our website or through our customer service team.

2. What payment methods do you accept?

    - We accept all major credit cards, using PayFast, PayPal, CashSend, eWallet & direct bank deposit at any FNB ATM.

3. Is my personal and payment information secure?

    - Yes, our website uses SSL encryption to ensure your information is protected.

Order Status and Tracking

1. How do I track my order?

    - You will receive tracking information via email once your order has shipped.

2. What is the status of my order?

    - You can contact our customer service team to get an update on your order status.

Shipping and Delivery

1. How long does shipping take?

    - Shipping times vary depending on your location, but we aim to deliver within 3-10 business (work) days, minimum.

2. Do you ship internationally?

    - Yes, we ship worldwide.

3. What happens if I'm not home when my order is delivered?

    - Our shipping carriers will leave a notice with instructions on how to arrange redelivery or collection.

Returns and Refunds

1. Can I return or exchange an item?

    - Yes, within 7 days of delivery. Contact our customer service team for a return merchandise authorization (RMA) number.

2. How do I get a refund?

    - Refunds are processed within 30 business days after receiving the returned item.

Product and Quality

1. What if I receive a damaged or defective item?

    - Contact our customer service team and we will replace or refund the item.

2. How do you ensure product quality?

    - We inspect all products before shipping to ensure they meet our quality standards.

Account and Login

1. Do I need to create an account to place an order?

    - No, but creating an account allows you to save your information for future orders and track your order history.

2. How do I reset my password?

    - Click on the "Forgot Password" link on our login page and follow the instructions.

Miscellaneous

1. How do I contact MERCHBASE customer service?

    - You can contact us through our website, phone, or email.

2. What are your business hours?

    - Our customer service team is available Tuesday-Friday, 9am-5pm SAST.