The Water Filter Factory by Definitive Water

Shipping Policy

Delivery Information

While we endeavour to stock most items listed in this website at our premises, stock of certain items may from time to time run out or items with low demand may be ordered from suppliers on a lead-time basis. While we endeavour to indicate this on the website where applicable, this may not always be possible and out of stock items may cause a small delay in shipping out of an order.

Certain items such as items that are manufactured to order may have a slightly longer lead-time (due to the fact that they’ll need to be assembled and tested). Should any item not be in stock with our suppliers, we will contact you to suggest a substitute product. At this point, you may accept the substitute, place the item on backorder or cancel the item from your order.

Once the order has been confirmed, you can make payment via EFT or via one of the methods accepted by our payment providers such as Payfast, Yoco, Zapper or SnapScan. Orders will only be confirmed, stock reserved and processed once proof of payment has been received and shipped once the payment reflects in our bank account in the case of EFTs.

Payment must take place within 48 hours of placing the order or we may cancel it or update it if pricing has changed.

Delivery Options

While we may from time-to-time update or expand the available delivery options, these are the options currently available. Most deliveries are facilitated by The Courier Guy Door-to-Door courier.

  • Same-day Courier (Door-to-Door) – Cape Peninsula
    • If payment is received before 9am
    • Leaves our warehouse in the morning, delivered before 5pm on the same day
    • Only applicable for addresses in the Cape Peninsula
  • Overnight Courier (Door-to-Door) – Cape Peninsula
    • If payment is received before 2pm
    • Leaves our warehouse in the afternoon, usually delivered before 12pm on the next day.
    • Only applicable for addresses in the Cape Peninsula
  • Economy Courier (Door-to-Door) – Main Centres
    • If payment is received before 2pm
    • Leaves our warehouse in the afternoon, typically takes takes 2-days (at most 3-days to certain areas)
    • Only applicable for addresses in Main Centres
  • Economy Courier (Door-to-Door) – Regional Centres/Outlying Areas
    • If payment is received before 2pm
    • Leaves our warehouse in the afternoon, typically takes takes 3-5 days depending on the area

NOTE: Door-to-door Couriers do not deliver to PO Boxes. Please provide a Street Address at checkout.

Your order will be delivered directly to your door. Please note that your order’s shipping price is calculated based on the largest item in your cart. To receive an estimate on the delivery charge, please enter your delivery details in the Estimate Delivery box on the Shopping Cart page.

Collection from Definitive Water Warehouse:
Clients may also collect their purchases directly from Definitive Water in Somerset West. There may be a waiting period of 1-3 business days after placing the order, before you can collect, depending on if the item is in stock or requires assembly or manufacturing. Please call us beforehand if you’d like to arrange a pickup. We will inform you via SMS or email once your order has arrived.

How long will delivery take?
Typically, we’ll get the courier to collect your order within 24 hours (provided that there are no payment issues). Our standard courier delivery is booked according to the delivery option that offers the best value and typically takes 1-3 days depending on the size of your order and location. Delivery may take up to 5 business days for large orders in remote areas. Please see the “Shipping Options” section for more information about the options available.

All packages are fully trackable and tracking numbers will be provided once your order has been shipped.

What happens if I don’t receive my order?
All orders dispatched from our offices are guaranteed to be delivered. If your order is lost, damaged or stolen, we will either send you a replacement order or we will refund the full order to you. It’s at our sole discretion to choose whether to replace or refund the order. This is a fantastic service that we feel is absolutely essential to provide peace-of-mind to our customers.

If any parcel delivered by our couriers appears to be damaged, please be sure to verify both the contents and condition of the consignment in the presence of the courier driver. Phone us immediately if any product is damaged or missing. Liability for any shipments sent from us ends with the obtainment of a clean signature from the consignee upon delivery of the goods.