Delivery & Returns Policy

1. Delivery Information

Delivery Areas

We deliver throughout the Western Cape via our trusted courier partner, CourierMate, with delivery costs calculated automatically at checkout. Delivery is available to both residential and business addresses, and collection from our Wynberg premises is always available.

Nationwide delivery is available for both retail and wholesale orders. For delivery outside the Western Cape, please contact us directly at base@doughboys.co.za before placing your order so we can arrange the delivery and confirm the cost with you.

Delivery Times

Estimated delivery times are as follows:

• Cape Town metro: 1-2 business days
• Elsewhere in our Western Cape delivery areas: 2-3 business days

Please note that these are estimated times only and may be affected by public holidays, weather conditions, or unforeseen circumstances. Orders are processed and dispatched within 1 business day of payment confirmation.

Delivery Costs

Delivery costs are calculated at checkout based on:

• Your delivery address
• Total weight of your order
• Whether your order contains frozen items (packed frozen in insulated packaging)

Frozen Products and Delivery

All frozen pizza bases are packed frozen in insulated packaging to ensure they arrive in perfect condition. Our courier partner CourierMate delivers frozen orders across the Western Cape.

Frozen products are packaged with:

• Insulated packaging
• Cooling gel packs or dry ice

Important: Someone must be available to receive frozen deliveries. If you are not available, the courier will contact you to arrange an alternative time. Frozen products cannot be left unattended.

Order Tracking

Once your order has been dispatched, you will receive:

• A shipping confirmation email with tracking information
• Real-time tracking updates via SMS or email
• Estimated delivery time window

You can track your order at any time by logging into your account or using the tracking link provided.

Failed Delivery Attempts

If the courier is unable to deliver your order due to:

• No one available to accept delivery
• Incorrect address details
• Access issues

The courier will contact you to arrange redelivery. Please note that additional delivery charges may apply for failed deliveries due to incorrect information provided by the customer.

2. Returns and Refunds Policy

General Returns Policy

Due to the perishable nature of our products, we cannot accept returns for change of mind. All sales are final unless the product is:

• Damaged during delivery
• Defective or not fit for purpose
• Incorrectly supplied (wrong product or quantity)
• Past its use-by date upon arrival

Damaged or Defective Products

If you receive a damaged or defective product, please follow these steps:

1. Inspect your order immediately upon delivery while the courier is present, if possible
2. Take photographs of the damaged packaging and/or product
3. Contact us within 48 hours of delivery at base@doughboys.co.za with your order number, description of the damage, and clear photographs
4. Keep the product until we have assessed your claim (do not dispose of damaged items)

We will review your claim within 1 business day and, if approved, will either:

• Send a replacement at no additional cost, or
• Issue a full refund (including delivery costs)

Incorrect Orders

If you receive the wrong product or incorrect quantity, please contact us within 48 hours of delivery. We will arrange collection of the incorrect items and dispatch the correct products at no additional cost.

Refund Process

Approved refunds will be processed using the same payment method used for the original purchase:

• Credit/debit card: 5-10 business days
• EFT: 3-5 business days
• SnapScan/Zapper: 5-10 business days

You will receive an email confirmation once your refund has been processed. Please allow your bank additional processing time.

Non-Refundable Items

We cannot provide refunds for:

• Change of mind or buyer's remorse
• Products damaged due to improper storage after delivery
• Products past their use-by date due to customer delay in collection
• Special orders or custom products (wholesale orders)

3. Storage Instructions

To ensure the quality and safety of your pizza bases:

• Frozen products: Store in the freezer immediately upon receipt at -18°C or below
• Refrigerated products: Store in the refrigerator at 0-4°C
• Dry products: Store in a cool, dry place away from direct sunlight

Always check the use-by date and storage instructions on the product packaging.

4. Wholesale Orders

Wholesale customers may have different delivery and returns terms as agreed upon in their wholesale agreement. Please contact your account manager for specific details.

5. Contact Us

If you have any questions about delivery or returns, or need to report a problem with your order, please contact us:

Email: base@doughboys.co.za
WhatsApp: 067 533 1009

We aim to respond to all enquiries within 1 business day.