Customer Care & Policies

Welcome to Karoo's Finest. We take pride in delivering premium frozen products directly to your door. Please read through our policies and FAQs below — if you still have questions, we're always happy to help.

📞 Contact Us

Our team is available to assist you during the following hours:

  • Monday – Friday: 8:00 AM – 5:00 PM
  • Saturday, Sunday & Public Holidays: Closed

📧 Email: lloyd@karoosfinest.co.za 
📱 WhatsApp / Phone: +27 60 837 9235

🚚 Delivery Policy

Delivery Radius

We currently offer local delivery within a 30km radius of our base in Hurlingham, Sandton.

Please ensure that your delivery address falls within our delivery area before placing your order. Orders outside our standard 30 km delivery radius may not be fulfilled, and we will contact you if this applies to your order.

If you are located outside the 30 km radius and would still like to order, please get in touch with us — we’ll be happy to discuss alternative delivery options.

Delivery Days & Times

  • Deliveries are made within 48 hours of order confirmation, although we aim to deliver within 24 hours whenever possible.
  • Deliveries take place Monday to Friday, with your delivery window confirmed at checkout or by email after ordering.
  • Delivery times are typically between 8:00 AM and 5:00 PM on weekdays.
  • Please ensure someone is available to receive your order, as our products are frozen and perishable and need to be placed in the fridge or freezer promptly.

Delivery Fees

  • Delivery fees are calculated at checkout based on your location. Within 10 km of Hurlingham, Sandton, delivery is R75; between 10–15 km, delivery is R110; and between 15–30 km, delivery is R110.
  • Free delivery applies to orders above R1250.00 as well as on certain promotions

Delivery Delays

Deliveries are on Mondays to Fridays between 8:00 AM – 5:00 PM. While we do our best to deliver on time, unforeseen circumstances (weather, road conditions, vehicle issues) may occasionally cause delays. We will always communicate with you as soon as possible if this occurs.

💳 Payment Policy

  • We accept all major credit and debit cards, EFT, and other payment methods available at checkout.
  • Payment is required in full at the time of ordering.
  • Minimum order amount is R 500.00
  • Your order is only confirmed once payment has been successfully processed.

🥩 Freshness & Quality Guarantee

All our products are sourced from trusted Karoo farms and prepared with absolute care:

  • All meat and perishable products are handled under strict cold-chain protocols.
  • Products are packed and dispatched on the day of delivery wherever possible.
  • We are committed to zero compromise on quality — if you're not satisfied, please contact us immediately.

🔄 Returns & Refunds Policy

Due to the perishable nature of our products, we are unable to accept returns once goods have been delivered. However, your satisfaction is our priority:

  • If you receive a product that is damaged, incorrect, or not up to our quality standards, please contact us within 24 hours of delivery with a photo and description of the issue.
  • We will offer a replacement, credit, or refund at our discretion depending on the circumstances.
  • Refunds, where applicable, will be processed within 5–7 business days to the original payment method.
  • We do not offer refunds for change-of-mind purchases on perishable/frozen items.

❌ Order Cancellation Policy

  • Orders may be cancelled up to 24 hours before the scheduled delivery date for a full refund.
  • Cancellations made less than 24 hours before delivery may incur a cancellation fee or forfeit the order value, as products will already have been prepared.
  • To cancel an order, please contact us immediately via email or WhatsApp.

🔒 Privacy Policy

Karoo's Finest respects your privacy and is committed to protecting your personal information.

  • We collect only the information necessary to process and deliver your order (name, address, contact details, payment info).
  • We do not sell or share your personal information with third parties for marketing purposes.
  • Your data is stored securely and in compliance with the Protection of Personal Information Act (POPIA).
  • By placing an order, you consent to the use of your information for order processing and communication purposes.
  • You may request access to or deletion of your personal data by contacting us directly.

❓ Frequently Asked Questions (FAQs)

How do I place an order?

Browse our products, add items to your cart, and proceed to checkout. You'll be asked to confirm your delivery address, choose a delivery date (if applicable), and complete payment. You'll receive a confirmation email once your order is placed.

Do you deliver to my area?

We deliver within a 30 km radius Hurlingham, Sandton. Enter your address at checkout to confirm eligibility. If you're unsure, contact us before ordering.

When will my order be delivered?

  • Deliveries are made within 24 hours of order confirmation, although we aim to deliver within 24 hours whenever possible.
  • Deliveries take place Monday to Friday, with your delivery window confirmed at checkout or by email after ordering.
  • Delivery times are typically between 8:00 AM and 5:00 PM on weekdays.
  • Please ensure someone is available to receive your order, as our products are frozen and perishable and need to be placed in the fridge or freezer promptly.

Can I place a bulk or corporate order?

Yes! We welcome bulk and corporate orders. Please contact us directly via email or WhatsApp for custom orders and delivery arrangements. 

How should I store my products after delivery?

  • Fresh meat: Refrigerate immediately and use within 2–3 days, or freeze for longer storage.
  • Biltong & Droëwors: Store in a cool, dry place and consume within 2–3 days of opening. For longer storage, keep frozen. 
  • Breads & Sides: Refrigerate and consume within 2 to 3 days of opening. For longer storage, keep frozen. 

Are your products free from preservatives and additives?

Our products are made with minimal processing and natural ingredients wherever possible. Our meat is 100% free-range and free of routine antibiotics.  Specific product details are listed on each product page. If you have dietary requirements or allergies, please contact us before ordering. 

Can I customise my order (e.g., specific cuts, portion sizes)?

We offer standard product options as listed on the site. For specific cuts, custom portions, or special requests, please contact us in advance — we'll do our best to accommodate you.

What happens if I'm not home during delivery?

As our products are frozen and/or perishable, someone must be available to receive the delivery and place the products in the fridge or freezer, depending on the product.

If no one is available, your order will be returned to our storage facility to ensure it remains frozen, and we will arrange an alternative delivery date. An additional delivery fee will apply.

If you anticipate that no one will be available, please contact us before your scheduled delivery day so we can make alternative arrangements

I have a food allergy — what should I do?

Please review the product descriptions carefully and contact us before placing your order if you have any food allergies or intolerances. We'll provide full ingredient information to help you make an informed decision.

Do you offer gift packaging?

Yes! Gift packaging is available for select products. Contact us to arrange a gift order and we'll make it special.

How do I track my order?

Once your order is confirmed and dispatched, you will receive updates via email or WhatsApp. For real-time enquiries, contact us directly.

What is your minimum order amount?

The minimum order threshold is R500.00 and will be displayed at checkout. For delivery to qualify as free, a minimum spend of R1500.00 is required. 

📜 Terms & Conditions

By placing an order with Karoo's Finest, you agree to the following:

  • You are purchasing perishable goods and accept responsibility for appropriate storage upon delivery.
  • Karoo's Finest reserves the right to cancel or modify orders due to stock availability, delivery constraints, or other operational reasons.
  • Prices and product availability are subject to change without notice.
  • All disputes will be governed under the laws of South Africa.
  • Karoo's Finest is not liable for indirect or consequential loss arising from use of our products. 

Last updated: September 2026 | Karoo's Finest — Naturally the Best.