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FAQ

General

HH Feeds is an Animal Feed company situated in Midrand, Gauteng catering for all animals and their specific needs. HH Feeds strives to give the best quality products and service to our amazing clientele and their two & four legged companions. 

Convenience, usability and quality are the three main principles which we have surrounded our business around. Our easy-to-use interface on our App or Website will allow users to create a profile, browse our many categories and suppliers as well as order and re-order items, hassle-free. 

How long will my order take?

Shipping and delivery of orders can take anywhere between 2-5 business days depending on stock and availability in-store.

Where does HH Feeds deliver to?

Currently, HH Feeds delivers to the entire Gauteng and bordering Northwest region. We are able to courier items nationwide in South Africa as well as to selected countries in and around Africa.

How much will my delivery be?

Delivery fees are set according to the distance, weight and volume of your order.

  • Orders over 10KM radius – Delivery Fees will be calculated using Google to determine the exact distance from our warehouse to your doorstep.
  • Orders within a 10KM radius – Delivery Fees will be charged at a standard delivery fee of R150.

Does HH Feeds have a physical store?

Yes! Our warehouse is located in Riversands (Midrand) and is open during the week for collections.

Our physical address is: 

Riversands Boulevard (Knopieslaagte, Midrand, 2156)

Riversands Outlet Park

Building 5 Unit 9

Feel free to pop on in during the week to see our premises and meet the team!

When will I know my order is ready to collect or has been shipped out?

Upon making orders on the website or app, a customer will receive an email from our team indicating that we have received your order and another email informing you that your order has been sent out for shipping.

If the click & collect option has been chosen for orders, customers will get an email notification notifying them that their order is ready for collection at our warehouse.

All orders completed on the HH Feeds App or Website are processed through safe payment gateways ensuring the customer is protected. 

Customers can pay for their orders using one of the following payment options:

  • Credit & Cheque Card 
  • Debit Card 
  • Masterpass
  • Instant EFT 
  • PayFast
  • SnapScan
  • Zapper
  • Yoco
  • Cash on Collection*

 

*Please note, Cash on Collection payment option must be paid in full before orders will be released.

Why is my credit card payment not going through?

If your card transaction failed at checkout, the most probably cause is a decline from your relevant bank. Sometimes, reasons such as insufficient funds, incorrect card details, exceeding daily limit etc. can be the reason for transaction failure.

How do I change my card details?

You can change your card details under your profile in your account or alternatively, you can enter alternative card details at checkout.

Can I pay COC?

Yes! If you have selected the Click and Collect option at checkout, customers can come to our warehouse premises to pay for and collect their order. Please note, no orders will be released from the warehouse until full payment is received.

For more information on all that is required to process your payment, proceed to checkout, select your preferred option and follow the prompts.

In the event that you are dissatisfied with any product supplied by HH Feeds, you must communicate with us by email within 7 working days of taking delivery of your order. You must also return the product to HH Feeds, unused and in its original condition and packaging.

Emails need to be sent to info@hhfeeds.co.za within seven days of collection/deliver of item. Failure to do so will result in the item not being eligible for return.

Late delivery can occur if there are stock shortages, losses or breakages from the supplier’s side. These issues are outside the control of HH Feeds, although we will make every reasonable effort to deliver your order as timeously as possible. 

In the event of a late delivery, you may choose to cancel all or part of your order. To do this, you will need to contact us and either decline to accept the courier delivery or return the order to us in its original condition and packaging.

Under the provisions of the Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”), you have certain cancellation rights if your order is not delivered within the timeframe specified in our Delivery Policy. 

For details of your rights under the ECT Act, please contact us. Please also note that lead times for specific products may vary, as indicated on our website or in the HH Feeds App. 

HH Feeds is open during week days at the following times:

Monday – Friday: 08:00 to 17:00

Weekends & Public Holidays*: Closed

*Please note: In an emergency, please contact us and we will do our best to assist as soon as possible.

If you need to get in contact with our team, head over to our Contact page, fill in the contact form and one of our team members will get back to you within 24-48 hours.

Our website and app are open 24/7 and orders can take place at any time of the day or week.

HH Feeds will be closing this upcoming festive season from the 19th of December 2021 to the 2nd of January 2022. All online purchases will be processed and sent out in the first week of January 2022!

From time to time, HH Feeds have specials running where customers can reap the rewards with discounts on their orders. This is done using vouchers. Vouchers can be redeemed and used in the following ways (Please note the listed conditions and rules for vouchers):

  • Vouchers need to be applied at checkout in the voucher code box, whereby users need to click the “apply voucher” for it to be valid.
  • Vouchers can only be used once per customer and cannot be used in conjunction with other vouchers (i.e., one voucher per customer per use).
  • Some vouchers are user specific and will only be able to be accessed through the specific user and their profile.
  • Vouchers will only be valid for order if payments have been completed and approved during the time that the voucher is valid (e.g., if a customer places an order on a Black Friday sale and uses a voucher which is only valid for one day, but the payment is not successful, they will not be entitled to the discount after the prescribed day).
  • Vouchers may be product or service specific, meaning that they will only work on marked good and services applicable to the voucher.
  • If a refund must be issued on an item which the customer has used a voucher code on, the customer will receive the amount which was paid for the item using the voucher code, back. 

How will I know my order has been accepted and processed?

Once a customer has placed an order, checked out and paid, an email will be sent to the registered email address of your account confirming that your order has been received and is being processed. 

My order was cancelled. Why?

If an order has been cancelled, it could be due to a few reasons

  • The payment was not successful from the client’s side 
  • There was a shortage or error with the stock either from the supplier or in our warehouse
  • The order was left unpaid for in your cart 

If there has been an error with stock inventory, our team will get in contact with you to either initiate a refund or arrange delivery of the stock in question, when it has been restocked.

If you have paid via PayFast, SnapScan, Zapper or Yoco, we require the customer to send us their banking details along with the original order number. Refunds will take anywhere between 2 to 5 business days to reflect back into the customer’s account.

I did not receive my full order. When will I get the rest of it?

Due to stock going in and out of our warehouse continuously, at times we may experience stock shortages in-house or from our suppliers. As we don’t want our amazing customers to wait prolonged periods of time for an item which may be on backorder, we will send the bulk of your order to you while we wait for the stock to arrive. 

Once the item/s have come in, we will deliver the item/s to you at no extra delivery cost. Our team will contact you via email or WhatsApp message to inform you if the above should occur.

How can I track my order?

Once your order has been placed and accepted for processing, you will receive a confirmation email. You will be emailed if the status of your order changes.

You can monitor your order by heading to the My Orders section under your account on the website or app. Here you can also view your purchase history, repeats orders and check the current status of pending orders.

Unfortunately, our team at HH Feeds cannot speed up delivery times – as much as we want to. Deliveries will take between 2-5 business days depending on order volumes, stock quantities and availability.

 If you ever experience any emergency and need assistance promptly, feel free to contact us through our Contact Us page or send us a WhatsApp for a quicker response.