Frequently Asked Questions

Can I return an item? And how do I do it?
You may request to return goods within 10 days of purchase, but we reserve the right to reject these requests if the product was ordered incorrectly or has been opened or used, unless faulty. More information on our returns policy can be found here.
Can I send my order as a gift?
Yes you can. Just let us know that your order is a gift and we’ll send it without an invoice for you, so that the recipient only receives a delivery note.
Can I use my debit card to shop at your store?
You can use your debit card or pin-based bank card to purchase goods through our website. This is facilitated by the PayD service. For more information on this service, click here.
Do the prices on the website include Vat?
All the prices that you see on the Introstat Online include Vat, but exclude delivery fees, which will be added to your order in checkout.
How do I get a tax invoice for my purchase?
A tax invoice is issued with the goods – this will be delivered with your goods or provided on collection of your order.
How do I know if my order is ready for collection?
If you place your order and mark it for collection, it will need to be processed and prepared for collection. As soon as it is ready, a consultant from Introstat Online will contact you - either by e-mail or telephone - to let you know that your stock is ready to be collected.
How do I proceed through the order and checkout process?
To place an order, complete the following process:
  1. After browsing, place the items that you wish to purchase in your cart by clicking “Add to Cart”
  2. Once you have added all the items you wish to purchase to your cart, click on “Check out” at the top right hand corner of the page
  3. Check that all the products and quantities in your cart are correct. Make any relevant changes by changing the order quantity or removing lines, and then click on “update”. Once your cart correctly reflects your order, click on “Check Out” to complete your order
  4. Confirm your account information, and enter your company details if applicable, and then click on “Next”
  5. Select your billing address, shipping address and your chosen shipping and payment methods from the drop-down menus, then click on “Next”
  6. Check the order preview to confirm that all details and order information is correct. Enter any comments or additional information in the “Order Note” block, then click on “Order” to complete your order.
  7. If paying by credit card, complete the credit card payment by entering your credit card details into the PayU form, and clicking “Continue”
  8. You will be directed to the order confirmation page, where you will receive an order reference number. This means that your order is complete and will be processed as placed.
How do I update my personal details?
If any of your details (such as your address, telephone number, e-mail address) change, you can change this information by clicking on “My Account” and altering your details. Once you click “Save” your information will be updated.
How long does it take for my order to be delivered?
We will do our best to get your order to you in 2 – 3 days, depending on your location. Deliveries to outlying areas and remote locations will be delivered by courier and therefore may take longer, but you will be notified of the expected delivery date of your order once your order has been processed.
How safe is my information?
Our system will only store the information that you use to register with, and your purchase history. No payment of credit card information is stored. The company registration documents and the site's registered domain name are checked and verified by Thawte, and credit card transactions are SSL encrypted, meaning that your information is safe and secure. We do not sell or pass on any details or contact information to any 3rd parties or external companies without permission of the user.
I am ordering for my company. Can I ordering using my company information?
You can order using your company information. Once you have checked out your order, you will be given an option to click “Company Account”. You can then enter your company name and Vat number. Your invoice will then reflect your company information.
What happens if I forget my password?
To reset your password, click on “Sign In” and then “Forgotten Password”. Type in the e-mail address that you registered with. A new password will be e-mailed to you. Once you have logged in with this new password, you can change your password by clicking on the “Reset My Password” link under Account Information at the bottom of the page.
What happens if the product I ordered is not available?
While we do our best to ensure that all the products that are listed on our website are available, it may happen that due to sell-out or stock constraints that there may be instances where the product you ordered is not available. In this case, we will do our best to supply an alternative product in the same or similar specification and price range. If this is not possible, we will notify you of the price and details of the nearest alternative, or refund your payment and cancel your order if you do not wish to accept an alternative product.
What methods of payment do you accept?
We accept the following methods of payment:
Credit card payments : Visa, Mastercard and Diners Club (please note: we accept credit cards issued by South African banks only)
PayD : for pin-based bank cards
Cash : for orders up to the value of R1000 and for local deliveries or collection only
EFT (Electronic Funds Transfer) or cash deposit : (Please note: goods will not be delivered or released for collection until we have received a copy of the proof of payment and the funds are showing in our bank account).
Where do I contact Introstat Online about a question or experience?
To contact Introstat Online for any information, or to feed back to us about your experience with us, you can contact us via e-mail at, or telephonically at 011 723 7500.
Where do you ship products to?
We ship products to any location in South Africa. We do not ship goods to any location outside of South Africa.
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