How do I place an order?

Shopping on Vicetech is quick and easy. Search for the products you want, add to your cart, checkout and pay. And your order is complete. We'll do the rest.

Can I make changes to my order after it has been placed?

It is not possible to add or remove items in your order. On occasions, we might assist you with other order options depending on the status of your order .

How do I cancel an order?

Unfortunately, you are not able to cancel an order that has already been paid for. For further assistance please WhatsApp 087 232 5505 or email hello@vicetechmerchants.com

How do I change my contact and/or delivery address details?

To update your account details, simply Go to Your Account, login and update your details.If you have forgotten your login details, click "forgot password" and follow the instructions sent to your email address.

How do I track my order?

We will work to deliver your order by the Estimated Delivery Date provided in your Shipping Update email. You are able to track your order by clicking "Track your order" on our website and entering your order number.

Why am I seeing nothing when tracking my order?

Until your order has been collected from our warehouse by the courier, you won't be able to start tracking it. Please allow time for the courier to collect. You will also receive an email once the courier has collected your order from us.

What is economy and express delivery?

ExpressDelivery takes place on the day after collection, for orders collected before 11am.EconomyDelivery time varies between 48 and 72 hours, chiefly depending on the destination address.

Changing my delivery address.

Changing your delivery address for an existing order is not possible.To change your delivery address permanently for future orders, you can update your address under My Account >Address Book.

What are the delivery time frames?

We deliver via SA's leading couriers directly to your door, anywhere in South Africa. All delivery details are provided at checkout. Deliveries to metropolitan areas can be expected to be delivered in 2 to 5 working days.Deliveries to regional areas can be expected to be delivered in 2 to 6 working days.Deliveries to remote areas can be expected to be delivered in 3 to 7 working days.

Why is my order taking so long to be delivered?

Courier deliveries in South Africa are frequently delayed by severe traffic congestion in major cities, infrastructure gaps, and high crime rates leading to route disruptions. Other major factors may include load-shedding affecting operations and traffic lights, logistical bottlenecks during peak seasons, and incomplete or incorrect address information.Key reasons for delivery delays in South Africa:Infrastructure & Traffic Constraints: Severe traffic jams in cities like Cape Town and Johannesburg hinder swift movement. Poorly paved roads in some areas and lack of formal addressing systems, especially in rural areas, cause significant delays.Load-shedding & Power Outages: Scheduled power outages (load-shedding) impact courier operations, warehouse processing, and increase traffic congestion due to non-functional traffic lights, slowing down delivery drivers.Safety and Security Concerns: High rates of hijacking and theft in specific areas (hotspots) can lead to delivery delays, with some couriers refusing to deliver to high-risk areas or opting for, or, requiring collection from secure,,, safer locations.Logistics Network Overload: Surges in shipment volumes, particularly during festive seasons or promotional events, can overwhelm courier capacity, causing backlogs.Documentation and Customs Issues: For international parcels, delays frequently stem from customs clearance, duties, and taxes.Administrative & Human Error: Incorrect, incomplete, or missing address information requires parcels to be sent back to hubs for relabeling, which can add 1-3 days to the delivery time.

What should I do if I receive an incorrect item in my order?

If you have a missing or incorrect item in your order, please contact us within 7 days of your order being received.If you received an incorrect item that doesn’t match what you ordered, don’t worry - we’ll resolve this quickly for you.We have a dedicated process to handle it.Immediate Steps:Don’t use or consume the incorrect itemKeep the original packaging and any labelsTake photos of the item you received (we’ll explain what photos we need below)Email or WhatsApp usWhat information will be needed?When reporting an incorrect item, please have readyOrder Details:Order numberDate you received the orderItem you ordered (exact product name)Item you received (description of what you actually got)How long will this process take?We prioritize incorrect item cases with fast resolution timesResponse Timeline:Acknowledgment of your return request as soon as you've reported it24-48 hours: Full investigation and resolutionWe may contact you for the photos and anything else that we required.What resolution options are available?We offer a couple of options:Primary Options:Replacement + CollectionCorrect item delivered to youIncorrect item collected from youNo cost to you - we handle all logisticsFull RefundComplete refund including original shipping costsRefund to original payment methodArrangement for item collectionVicetech CreditIf you select this option, we will credit your account once your incorrect item is receivedReplacementProvided that we still have stock available, we will replace the incorrect item with the correct one. No extra costs involved.What about the incorrect item I received?Collection Process:We’ll arrange collection at no cost to youKeep the item safe until collectionOriginal packaging requiredYou will receive an email confirming collection date

What if I accidentally receive an extra item?

If you have received an extra item in your delivery that you did not order, we will arrange to collect it from you.Please contact us immediately and specify what additional item you received.

Can I return my product?

If you have changed your mind and would like to return an unwanted product, note that these items can only be returned if they are in the original product packaging with all seals intact (if applicable), including labels and stickers.***Shipping charged will be charged and deducted from the refund.

How do I return my product?

Contact us via WhatsApp, telephone or email to register your return request.

How will I track my return?

You will receive updates on the status of your return via email.

Will I be charged for returns?

Yes. Shipping fees will be charged for items being returned simply because the customer changed their mind.This excludes items being returned because of wrong or damaged items being received.

What if I want to cancel my return?

Your return can be canceled if it has not been collected by the courier.To cancel your return, contact us via:Contact PageWhatsApp 087 232 5505E-mail: hello@vicetechmerchants.comCall 043 008 5073 (during office hours).

Can I exchange or replace a product?

Yes, we offer exchanges for size and colour variations within 14 days of delivery or collection. We offer replacements for the following:The product is defective or damagedThe product is not what you ordered or not as describedTo request a return, please contact us via WhatsApp, email, phone or Contac Us Page.

The product I received is not what I ordered.

If we accidentally delivered the wrong product to you, you have 14 days to request a return by contacting us via WhatsApp, email, phone or Contact Us Page.

How soon will I get a refund or credit on my return?

A credit/refund will only be processed after your product has been received and evaluated by our returns team.What refund options do I have?Full refund - Money back to original payment methodVicetech credit - Credit applied to your Vicetech accountOnce your product has been evaluated, the credit/refund process is dependent on the order’s original payment method.For Credit/Debit Card, EFT - Bobpay/Payfast/Stitch, Apple Pay, Google Pay and BNPL (Buy Now Pay Later), you can request a credit or a refund.For the rest of the payment methods, you can only request a refund back to your original payment method.Should you request a Credit: you will be notified once your Vicetech account has been credited (if applicable), thereafter you can use the credit towards your next order.Refund Timelines:Credit/Debit Card 3 - 5 working days - Back to the original payment cardEFT - Bob Pay 3 - 5 working days - To your Bob Pay Wallet. Apple Pay / Google Pay 3 - 5 working days - Back to your original methodVicetech Credit - Instant Credit to your profile

Where can I find your returns policy?

Our Returns Policy can be found here.

Why is my refund taking so long?

Refunds are usually processed within 3 - 5 working days after receiving email confirmation, depending on your bank's processing times.

PayShap offers a fast, secure way to transfer money directly between bank accounts. Enjoy instant, low-cost transactions for your business.Real-time confirmation 24/7, including weekends and holidaysLow feesBank-authenticated account-to-account payments reduce fraud and disputesPay-by-request provides a convenient, streamlined user experienceAutomatic reference matching simplifies reconciliation

The best way to reach us is through WhatsApp on 087 232 5505.You can also call us on 043 008 5073Email: hello@vicetechmerchants.comOr via Contact Us page

Report suspicious or suspected fraudulent activity.

We take your privacy and security seriously and want to ensure that any suspicious or suspected fraudulent activity is addressed timeously.If you receive an SMS or email that you suspect is not from Vicetech, we urge you to get in touch with us immediately.

About security notifications

We take your privacy and security seriously and will send you a Security Notification via email if:Changes were made to your Personal Details (e.g. Name, mobile number, email address etc.)Changes were made to your Security Settings (e.g. Two-Step Verification settings)Should you notice any unfamiliar activity on your account, we recommend resetting your password and enabling Two-Step Verification.

How to register on vicetechmerchants.com

Registering on vicetechmerchants.com is easy. To get started you’ll need an email address and a mobile contact number.The minimum length of a password must be 8 characters. The password must contain at least one number or special character.To register click here.

What if my email address has changed. How do I update it on my profile?

Log in with the email address and password that your account was registered with.Go to Account then select Personal Details.Change your old email address to your new one.Verify your new email address.If you have trouble changing your email address and require additional assistance, Contact Us

How do I unsubscribe from your email newsletters?

If you no longer wish to receive any newsletters you can Unsubscribe from Vicetech Merchants newsletters, by logging into your account, click on the Unsubscribe button and save.

Deleting my account or personal information

Click on 'Delete My Account' below to delete your Vicetech account and personal information or contact us for assistance with deleting your account.

FAQ – Vicetech Merchants

Answers to Questions About Orders

There are 3 main reasons why your order may need to be cancelled.

Payment not Received

All our payment methods require payment to be made at checkout. If for any reason payment is not completed on your order, your order will reflect "pending payment". If payment remains incomplete past 24 hours, your order will automatically be cancelled.

Stock Constraints

While we make every effort to make sure our stock information is accurate when you place an order, occasionally our packing staff may find that an item(s) remaining in stock is not of adequate quality after an order has been placed. In these rare cases, our customer care staff will contact you to discuss available options.

Unable to Deliver Your Order

If you provided an email address during your purchase, delivery update emails will be sent to you with an estimated delivery date.

An "out on delivery" email will be sent on the morning of delivery before each delivery attempt.

We will automatically reschedule your delivery, contact you via email or telephone to confirm a new date if you were not available for delivery.

If after 2 unsuccessful delivery attempts, we are still unable to reach you, your delivery will be cancelled.

If your order has been cancelled, credit will be applied for the amount you have already paid. If you would prefer a refund, email hello@vicetechmerchants.com or WhatsApp 087 232 5505

**Shipping fees may be deducted from the refund.

Answers to Questions About Delivery

We deliver via SA's leading couriers directly to your door, anywhere in South Africa. All delivery details are provided at checkout.

Deliveries to metropolitan areas can be expected to be delivered in 2 to 5 working days.
Deliveries to regional areas can be expected to be delivered in 2 to 6 working days.
Deliveries to remote areas can be expected to be delivered in 3 to 7 working days.

If you have a missing or incorrect item in your order, please contact us within 7 days of your order being received. It's best to WhatsApp us on 087 232 5444.

When should I contact customer service?

You still cannot find your missing item after checking your order details
The item delivered is incorrect or damaged
You’ve waited beyond the expected delivery timeframe for separate shipments

What information I will need?

Order number
Number of items missing
Product title(s) of the missing items
Condition of the package received (was the box or parcel sealed and not tampered with?)
Delivery details (did someone else receive the order on your behalf, e.g., reception?)

Additional Helpful Information:

Date and time you received the order
Any photos of the package condition or contents received

We will conduct an investigation into what happened and most investigations are completed within 24-48 hours.

We’ll provide updates throughout the process and offer immediate resolution options.

What resolution options are available?

Replacement order (if item is in stock)
Store credit for future purchases
Full refund to your original payment method

Mixed Scenarios:

Partial replacement + partial credit (when some items are in stock and others aren’t)
Priority shipping for replacement items when available

Should you request a replacement, once a replacement order is created you’ll receive a new tracking number and can monitor its progress in your account.

If we cannot replace the item due to stock unavailability, we’ll issue a credit or refund for the full value of the missing item.

What if my package appeared tampered with?

If your package shows signs of tampering or damage:

Take photos of the package condition before opening
Document the contents you received
Contact us immediately with photos and details
Keep all packaging materials until the issue is resolved

Courier deliveries in South Africa are frequently delayed by severe traffic congestion in major cities, infrastructure gaps, and high crime rates leading to route disruptions.

Other major factors may include load-shedding affecting operations and traffic lights, logistical bottlenecks during peak seasons, and incomplete or incorrect address information.

Key reasons for delivery delays in South Africa:

Infrastructure & Traffic Constraints: Severe traffic jams in cities like Cape Town and Johannesburg hinder swift movement. Poorly paved roads in some areas and lack of formal addressing systems, especially in rural areas, cause significant delays.
Load-shedding & Power Outages: Scheduled power outages (load-shedding) impact courier operations, warehouse processing, and increase traffic congestion due to non-functional traffic lights, slowing down delivery drivers.
Safety and Security Concerns: High rates of hijacking and theft in specific areas (hotspots) can lead to delivery delays, with some couriers refusing to deliver to high-risk areas or opting for, or, requiring collection from secure,,, safer locations.
Logistics Network Overload: Surges in shipment volumes, particularly during festive seasons or promotional events, can overwhelm courier capacity, causing backlogs.
Documentation and Customs Issues: For international parcels, delays frequently stem from customs clearance, duties, and taxes.
Administrative & Human Error: Incorrect, incomplete, or missing address information requires parcels to be sent back to hubs for relabeling, which can add 1-3 days to the delivery time.

If you have a missing or incorrect item in your order, please contact us within 7 days of your order being received.

If you received an incorrect item that doesn’t match what you ordered, don’t worry - we’ll resolve this quickly for you.

We have a dedicated process to handle it.

Immediate Steps:

Don’t use or consume the incorrect item
Keep the original packaging and any labels
Take photos of the item you received (we’ll explain what photos we need below)
Email or WhatsApp us

What information will be needed?

When reporting an incorrect item, please have ready

Order Details:

Order number
Date you received the order
Item you ordered (exact product name)
Item you received (description of what you actually got)

How long will this process take?

We prioritize incorrect item cases with fast resolution times

Response Timeline:

Acknowledgment of your return request as soon as you've reported it
24-48 hours: Full investigation and resolution

We may contact you for the photos and anything else that we required.

What resolution options are available?

We offer a couple of options:

Primary Options:

Replacement + Collection
Correct item delivered to you
Incorrect item collected from you
No cost to you - we handle all logistics

Full Refund

Complete refund including original shipping costs
Refund to original payment method
Arrangement for item collection

Vicetech Credit

If you select this option, we will credit your account once your incorrect item is received

Replacement

Provided that we still have stock available, we will replace the incorrect item with the correct one. No extra costs involved.

What about the incorrect item I received?

Collection Process:

We’ll arrange collection at no cost to you
Keep the item safe until collection
Original packaging required
You will receive an email confirming collection date

Answers to Questions About Returns

We are unable to change an address after your return has been scheduled. We would need to cancel your return and log a new return with the new address. If you would like to go ahead and cancel the return, please select Contact Us.

Alternatively, if you are available at the current collection address at a later date, please WhatsApp us on 087 232 5505 or select Contact Us below to reschedule your return.

A credit/refund will only be processed after your product has been received and evaluated by our returns team.

What refund options do I have?

Full refund - Money back to original payment method
Vicetech credit - Credit applied to your Vicetech account

Once your product has been evaluated, the credit/refund process is dependent on the order’s original payment method.

For Credit/Debit Card, EFT - Bobpay/Payfast/Stitch, Apple Pay, Google Pay and BNPL (Buy Now Pay Later), you can request a credit or a refund.
For the rest of the payment methods, you can only request a refund back to your original payment method.

Should you request a Credit: you will be notified once your Vicetech account has been credited (if applicable), thereafter you can use the credit towards your next order.

Refund Timelines:

Credit/Debit Card 3 - 5 working days - Back to the original payment card
EFT - Bob Pay 3 - 5 working days - To your Bob Pay Wallet.
Apple Pay / Google Pay 3 - 5 working days - Back to your original method
Vicetech Credit - Instant Credit to your profile

Answers to Questions About Refunds

Refunds will be processed via the original payment method used for your original order(s). If you paid by EFT using Pay Fast, Bob Pay, Stitch, Pay Just Now, Happy Pay, Scan to Pay or you paid with Capitec Pay, you will need to provide your banking details during the refund process.

Once your refund request has been processed, funds may take 3–5 business days to reflect in your account and are subject to your bank's processing times.

Answers to Questions About Payment Methods

PayShap offers a fast, secure way to transfer money directly between bank accounts. Enjoy instant, low-cost transactions for your business.

Real-time confirmation 24/7, including weekends and holidays
Low fees
Bank-authenticated account-to-account payments reduce fraud and disputes
Pay-by-request provides a convenient, streamlined user experience
Automatic reference matching simplifies reconciliation

Answers to Questions About Data & Privacy

We take your privacy and security seriously and will send you a Security Notification via email if:

Changes were made to your Personal Details (e.g. Name, mobile number, email address etc.)
Changes were made to your Security Settings (e.g. Two-Step Verification settings)

Should you notice any unfamiliar activity on your account, we recommend resetting your password and enabling Two-Step Verification.

To change your password, go to Your Account and click on Details, then click the password Reset button and complete the fields.

If you forgot your password, you can click on Forgot Password? on the Login page.

Enter your account email address and we’ll send instructions to that email address on how to create a new password.

“POPIA” refers to the Protection of Personal Information Act, 2013. The purpose of this act is to promote the protection of your personal information and to introduce certain conditions to establish minimum standards for how your personal information is handled by organizations.

“Personal information” is any information that can be used to identify you. This includes your name and surname, mobile telephone number, home address and email address.

Vicetech Merchants compliance in accordance with POPIA

Vicetech Merchants is fully compliant with its obligations as set out in POPIA. Should you have any concerns about how we process your personal information please refer to our Privacy Policy.

The role of the Information Regulator and how to log a complaint

The Information Regulator is the authority responsible for overseeing the enforcement and implementation of POPIA. Whilst we encourage you to give us an opportunity to resolve your privacy concerns, if you have a complaint regarding how your personal information is processed you can also raise your complaint directly with the Information Regulator. For further information on this, you can visit the complaints page on the Information Regulator’s website.

POPIA gives you the right to request access to any personal information we may have in our records. Vicetech Merchants has introduced a POPIA information request and deletion process to assist you in exercising your rights under POPIA.

“PAIA” is the Promotion of Access to Information Act, 2000 which can be used to request access to all information including personal information that we may have in our records.

We have implemented internal processes and policies to address all personal information security compromises in line with our obligations under POPIA.

We commit to investigating the personal information security compromise and put in place measures to mitigate any further risks and unauthorised access to your personal information. Where you believe your personal information may have been compromised, please do not hesitate to Contact Us.

Yes. You can authorize a person such as your friend, spouse, or family member to have access to your Vicetech Merchants account or raise a query on your behalf concerning your Vicetech Merchants account.

You may be required to complete a third-party authorization processes.

Important to note: The third party must be able to verify and confirm their identity and the identity of the primary account holder.

When you appoint an authorized third party, that third-party consents to their personal information being processed by Vicetech Merchants in line with our Privacy Policy.

You are responsible to whom any personal information is disclosed, including any authorised or unauthorised third party.

Please note that Vicetech Merchants will not be liable for any loss or damage arising or suffered by you as a result of the disclosure of your Personal Information to any authorised or unauthorised third party. We do not regulate or control how that third party uses your Personal Information.

We grant access to a deceased family member’s account and will require the following documentation as requested below:

Letters of executorship or a letter of authority
The deceased’s profile information
Their death certificate
A copy of your identity document or smartcard ID
A copy of the deceased’s identity document or smartcard ID

Please note that by providing us with this information you also consent to your personal information to be processed in line with our Privacy Policy and POPIA.

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Vicetech Merchants uses cookies and/or user tracking to improve your experience on our website. These files do not contain or collect any personal information but merely allow us to associate you with a particular device.

Seeing Vicetech Merchants adverts on third-party websites/applications

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