FAQ’s

Registering / General

Where can I find the allergens of a certain product?

All allergens are listed per product on each individual product page and on the product label itself.

How do I subscribe to the SMS/Email notification list to stay up to date with your latest specials?

Click on the “Subscribe” navigation item on the top right corner of the website. Fill in your details and click the submit button. Confirm your subscription by clicking on the link that will be sent to you via email.

How do I update my account information?

Click on the My Account”  icon on the top right of the website, click on the “Account Details” button and update as needed. Make sure you click the “Save Changes” button when you are satisfied with your updates.

Will my information be kept confidential?

Yes, your contact and billing information is kept confidential. Your information and that of our subscribers will never be distributed or sold outside of Fleisherei.

Will I be notified if there are specials running on the website?

Yes if you subscribed to our Email Notification List and have acknowledged that you want to receive our communication from the website.

Where can I find your outlets’ locations and information?

A list of all our outlets can be found on our Locations page.

Where can I send my feedback to?

Please forward any compliments, complaints, suggestions and feedback to feedback@biltong.co.za or go to the top of the webpage under “Contact Us” to leave us your feedback.

Where can I view your terms and conditions?

Please visit our terms and conditions page here.

What are your customer care office hours?

Mon-Fri 8h00 to 17h00. Excluding public holidays and weekends.

How do I reset my password?

Click on the My Account”  icon on the top right of the website, click on the “Account Details” button and fill in the old password and new password fields. Make sure you click the “Save Changes” button when you are satisfied with your new password.

What happens if I have forgotten my password?

On the login screen, click on the “Forgotten Password” link and follow the prompts. An email will be sent to you with a password reset link. Click on the link in the email to reset your password. Alternatively, contact us at customercare@biltong.co.za for help in resetting your password.

Products

Where can I find the ingredients of a certain product?

Each product on the website has a list of ingredients and allergens specifically related to the product – you can find all the relevant info on each individual product page or on the product label itself.

How do I place an order on the website?

Each product on the website has a list of ingredients and allergens specifically related to the product – you can find all the relevant info on each individual product page or on the product label itself.

Where can I find the allergens of a certain product?

All allergens are listed per product on each individual product page and on the product label itself.

Do you sell Halaal/Kosher products?

No. We currently offer no Halaal or Kosher products.

What is the difference between Class A and Class C meat?

Beef carcasses are graded according to age in South Africa. Class A generally represents an animal with no permanent incisors around 1 ½ year of age and Class C are older animals with 6 permanent incisors. Class A, in general, will be more tender meat and Class C will be tougher than Class A. It is further said that Class C has more flavour to the meat due to the maturity of the animal.

What is the difference between Original and Hunters biltong?

The basic difference is the spices used in making the biltong. “Original” is a traditional plain salt mix where the” Hunters” has a slight sweet BBQ flavour to it.

How is your biltong dried?

Our biltong is dried in the traditional way.

Do you sell hampers?

Yes we have hampers available. Please visit our Biltong Cake & Hampers page
to see more.

How do I place an order for a custom hamper?

Please contact us on customercare@biltong.co.za if you cannot find the hamper option you would like to order online.

If I want another cut not specified on the website, what options do I have?

Please contact us on customercare@biltong.co.za if you cannot find the cut of meat you would like to order online.

What packaging options do you provide?

We can vacuum whole pieces and sliced biltong at an additional cost upon request. Please contact us at customercare@biltong.co.za to receive feedback and pricing on this.

What happens if a product is out of stock after my order was placed?

We will firstly communicate with you what the timelines are for the product and you will receive a full refund should you cancel the product.

Do you sell gift cards/vouchers?

We, unfortunately, do not have gift cards or vouchers available yet but we are planning to roll this out in 2018.

Ordering

How do I place an order on the website?
  1. Navigate to the products that you would like to order by using the menu or search function
  2. Click the add to cart button to add the product/s to your cart. 
  3. Once you are happy with the contents of your cart, navigate to the checkout page by rolling over the trolley icon at the top right of the page, and clicking on the checkout button.
  4. Choose the delivery options that you would like to use and make sure that your delivery address is correct.
  5. Choose a delivery date and time slot.
  6. Click the “Place Order” button, you will then be prompted to enter your credit card details.
How do I place an item in my cart?
  1. Navigate to the products that you would like to order by using the menu or search function
  2. Click the add to cart button to add the product/s to your cart. 
How do I delete an item from my cart?

Navigate the cart icon at the top right of the page, click the X button under the product to delete an item.

How do I update my cart?

Click on the cart icon at the top right of the page and click update cart.

Who can assist me with any problem experienced while doing my online shopping?

Please email us at customercare@biltong.co.za or contact us at 012 004 0551

How do I know that my order was received?

An email will be sent to you to confirm the receipt of your order.

How do I request a quotation?

To request a quote please send us an email at customercare@biltong.co.za.

Is there a minimum order quantity?

Online products have no minimum order quantity.

I need an invoice for my order, how do I get one?

After placing your order, click on theMy Account”  icon on the top right of the website, click on the “Orders” button to view your invoice which you will be able to download via the “Download Invoice PDF” button, on the Orders page.

Can I place an order at one of your outlets and have it delivered to me?

Yes you can, but it is critical to provide your complete details during the order process and also ensure payment is done when placing the order.

Can I place an order online and collect it at one of your outlets?

Yes we have the option to collect at one of our outlets, but do take note that you will only be able to collect products sold at the outlet from the selected outlet. This means that you will not be able to collect meat orders from a biltong outlet but only from a Deli outlet. Biltong orders can be collected from any outlet.

Payment

What type of payment methods are accepted?

We accept Master and Visa cards. Payments through cards issued by non-South African banks will be subject to verification and will take longer to process – some instances up to 5 days depending on the country of issue.

When will my credit card be charged?

Your card will be charged when the order is placed.

Do you accept cash on delivery?

No cash payments are accepted for online order or deliveries. We do accept cash payments at our outlets for in-store purchases.

Do you accept cheques, American Express, Diner’s Club or gift cards?

No unfortunately we do not accept the above cards. Only Master and Visa, debit and credit cards.

Will I receive a slip as proof of payment?

A slip with items shipped will be e-mailed to you and will be available for download on your user account page.

Cancellations

How do I cancel my order?

Please contact us at customercare@biltong.co.za to discuss cancellation of orders.

Can I cancel my order once it has been placed?

Yes, normal orders can be cancelled with no charge provided it has not been sent out for delivery. Special orders will be subject to a processing charge of 15% and can also be cancelled upon request. Cancellation after being marked for delivery will be subject to a 15% cancellation fee.

Delivery

How long does delivery of orders take?

We have different delivery times for different areas, but the standard times are as follows: 

  • Gauteng 2-3 days
  • Main centres which are Cape Town, Durban, Bloemfontein 3-5 days
  • Outlying areas 5 days.
How do I change my delivery address?

Go to the “My Account” page to change delivery and other related information on your account with us. Another option is to change the delivery address during the checkout process. Note that we currently allow only for 1 additional delivery address per customer.

What delivery options are offered at what cost?

We have a flat fee of R50 per delivery for normal delivery.

Customer collection from one of our outlets is free.

Does Fleisherei deliver internationally?

No. We only offer local deliveries at this stage.

What will be expected from me upon delivery of my order?

You need to check and verify all items when accepting delivery. It is your responsibility to notify us of any variance or sub-standard product upon delivery.

You will be liable for the delivery charges as specified on your order. You will be able to select a delivery date and time for your order. It will remain your responsibility to be available at the designated address to accept delivery. You should also be available to be contacted on your designated contact number within the designated time of delivery. You agree that we may contact you telephonically or by means of electronic correspondence during this the time frame of your delivery. If you are not available at the designated address to accept delivery within your designated time period, or if the delivery address is not accurate or premises is not accessible, the order will be returned to our head office at Fleisherei Building, 221 Landshut Drive, Centurion and you would be required to collect the products at your own costs within a period of 2 (two) days, alternatively prior to expiry date of the products, whichever is the earlier. You may also request a new delivery date within the next 2 (two) days or prior to expiry date of the products (whichever is the earliest) subject to an additional delivery fee. The majority of our products are perishable. Should you not be available or should the delivery address be inaccurate or should your premises not be accessible for delivery, or should you not collect your products at our head office or arrange for a subsequent delivery, the products may become spoiled. Any spoiled products will be disposed of in terms of the relevant health regulations. In the event where you have selected one of our outlets for the collection of any perishable products and such products are not collected within 2 (two) days from your collection date alternatively prior to expiry date of the products, whichever is the earlier, such products will be disposed in terms of the relevant health regulations. You would not be able to claim a replacement, credit or refund for any spoiled products which may become spoiled as a result of it not being able to be delivered (if you are absent during delivery time or if your premises is not accessible). Uncollected or undelivered non-perishable products will be subject to a 25% (twenty-five percent) handling fee. Products will be delivered using refrigerated vehicles for meat products and/or insulated containers to keep the products cold. Once it has been delivered, all risk regarding the product temperature shall pass to you and it shall remain your responsibility to ensure that your products are stored in the correct conditions and temperatures. Please inspect the products properly upon delivery. If any products which you may receive are inaccurate or defective, you should not accept the product and return the product immediately with our delivery vehicle. Once you have inspected any perishable product and you have accepted it, it may not be returned unless it complies with the requirements as specified in our Returns Policy.

What do I do if there is a mistake on my delivery?

Notify us immediately of any problems on your order. If possible, return the items immediately that you did not order or are not happy via the delivery agent.

We are committed to rectifying any problem caused by ourselves and we will deliver the correct items free of charge or offer you a full and immediate refund – depending on your choice.

How will the order be kept cold during delivery?

Your products will be delivered using refrigerated vehicles for meat products and/or insulated containers to keep the products cold.

Returns / Exchanges

What is Fleisherei's Returns Policy?

Our returns policy is set according to comply and align with the provisions of the Consumer Protection Act.

Perishable Products:

If you are not satisfied with the quality of a perishable product, based on a physical defect of the product (meaning that the product is objectively not complying with the required standard, you may return the product for a refund and/or replacement, subject to the following:

    1. Proof of purchase is provided (till slip or item label); and
    2. The product with/in its original packaging is returned with the barcoded label; and
    3. Return of product should be prior to the expiry date on the label; and
    4. Reason for return should be that the product is defective or sub-standard product.

It is very important to note that most of our products are perishable products and you should take care of keeping to the recommended storage recommendations. We cannot accept any returns of sub-standard quality due to your own incorrect handling and storage.

We reserve the right to send any returned product for technical analysis if and where required and will provide an outcome within 10 (ten) business day upon receiving the returned goods. Technical analysis can/will include the comparing of our retention samples with the product in question by a qualified service provider. The outcome of the return may be done based on the professional recommendation and results from the service provider.

Due to our obligation and commitment to public health and safety, we cannot accept returns of perishable products that have been bought incorrectly due to customer fault or where a customer had a change in mind. Please check all your purchases upon delivery or receipt thereof, or before leaving any of our stores.

Non-perishable products:

Non-perishable products can be returned within 10 (ten) business days after purchase and/or delivery thereof, subject to the following:

    1. Proof of purchase is provided (till slip or item label); and
    2. The product with/in its original packaging is returned with the barcoded label.

All returns may be subject to investigation by us and a period of 10 business days are allowed for technical feedback in some cases.

What if I want to return a product but I don’t have the original packaging?

This makes the return process harder as we need to be able to confirm the product and the purchase of it. We will try and assist customers in every possible way but we need to confirm that the product is actually one of ours. Proof of purchase and packaging is easy to confirm, without these, no return will be processed.

How long does it take to process my return?

A maximum of 10 business days are allowed for technical feedback in some cases.

What do I do if the product received is not as described on the website?

Do not accept the product and return the product directly to us during delivery.

Do you offer a refund option upon return of the order?

A full refund will be provided should the conditions meet our return policy.

How Can I Prevent Food Poisoning?

  1. Hands should be washed thoroughly with soap and hot water not only before and after preparing food but also between different types of food (like handling vegetables then meat).
  2. Cutlery should be properly clean before using it.
  3. Store food at correct temperatures. Prepared hot food should be 60 degrees Celsius or above and chilled food should be below 5 degrees Celsius.
  4. Fresh perishable products (vegetables, fruit and meat) don’t last long above 5 degrees Celsius as the bacteria counts get higher more quickly. This means simply to keep your perishable refrigerated at all times and only remove it in correct quantities from fridge as needed.
  5. Food should not be kept at room temperature for more than 2 hours. Avoid these situations as the longer food is exposed to ideal temperatures for bacteria, the higher your risk of obtaining food poison become.
  6. Use separate cutting utensils, equipment and boards for meat and vegetables.
  7. Separate raw and cooked food.
  8. Use trusted suppliers of food products.
  9. Ensure food is properly cooked. Uncooked food has a higher risk for food illnesses as food cooked properly – see cooking instructions for different types of food for individual cooking temperatures.

Food Safety / Illness Information

What causes foodborne illnesses?

The US has more accurate data on the causes of foodborne illnesses such as ‘stomach bugs’ as we call it. They have found 5 major risk factors:

  1. Not following personal hygiene rules. Most people do not realise on how exposed they are to germs throughout the day: handling money, shopping baskets, stair rails, door handles, touching your face are only a few examples of where one can easily pick up germs that can easily contaminate food we eat and consume. It is critical to wash hands throughout food preparation and also to work in a clean environment.
  2. Using contaminated utensils and equipment. Dirty and contaminated utensils and equipment can easily contribute to dangerous pathogens contaminating both the food and the handler throughout the cooking process. Use clean water to wash utensils and equipment and remember that the braai grill is also equipment to wash between braais and not only ‘burn it clean’.
  3. Cooking foods to wrong temperatures. Some bacteria are only killed at certain temperatures and at certain moisture levels. Check your cooking temperatures of food as it varies between meat, vegetables, seafood and dairy. Also take special care of products containing more moisture (like vegetables, fruit and raw-medium meat) as moisture/water is a medium necessary for bacteria to multiply.
  4. Holding foods at wrong temperatures. Most bacteria growth accelerates exponentially at ideal temperatures and differs between pathogens. Therefore always remember to control your foods own ‘cold chain’ as critical to your own health. Chilled products should be kept chilled below 5 degrees Celsius to ensure maximum shelf life from it, frozen products should be thawed in a fridge and not be frozen and defrosting, prepared food should be kept at 58 degrees Celsius to ensure limited bacteria growth (your typical buffet setting). Having ideal temperatures for bacteria even for a short period of time can result in a low bacteria count becoming a health risk bacteria count.
  5. Purchases food from unsafe sources. Handling is always easily overlooked even though we were told from childhood to wash the fruit and veg under a running tap before consuming. Not all suppliers are equal in following hygiene practices and so are households. It is important to stick to the basic rules to clean and take special care of vegetables, fruits and dairy products when preparing food at home but also to buy from approved and safe suppliers/retailers.