FAQ's

Online Orders vs. Telephone/Email/WhatsApp Orders

We do accept telephone, email, and WhatsApp orders; however, it remains the responsibility of the client to ensure and double-check that all information is correct. This includes product size & thickness, quantities, shipping method, and delivery & billing addresses.

Online orders receive priority fulfillment and will be dispatched as per order as soon as payment has been received. (PayFast, PayFlex, and Peach Payments will automatically show up as paid on our side, allowing for immediate dispatch.) Orders using the EFT payment method will only be packed and dispatched once the funds have cleared in our account.

When Will My Parcel Be Dispatched?

Couriers are booked daily at 14:00. Any orders placed after 13:00 will only be dispatched the next day. Please note that our couriers do not deliver on weekends. Delivery within Gauteng takes 2-3 working days. Deliveries outside of Gauteng can take anywhere from 3-6 working days, depending on your area.

Collection orders are usually ready within 4-5 hours, depending on the size of the parcel. If your parcel will not be ready within this time, we will contact you.

How Are Shipping Rates Calculated?

Courier fees are calculated automatically based on your province.

How Does the Free Delivery Option Work? Terms & Conditions

We offer free courier delivery for parcels of R2000 or more, Gauteng area and R2500 or more for other provinces.

Free delivery is valid for the economy road freight option only and parcels weighing less than 100kg.

If you are based in an outlying area, a surcharge fee may apply. In this case, we will contact you and notify you of the extra charges. If your parcel weighs over 100kg, we will contact you with the surcharge amount to be settled.

Delivery time is 2-3 working days (up to 6 working days for outlying areas) from the date of dispatch. Unfortunately, overnight deliveries cannot be guaranteed. If you need the parcel urgently, it is advised to send your own courier and contact the office to arrange for it to be ready for collection at a specified time.

My Parcel Arrived Damaged. What Happens Now?

Please make sure to open your parcel as soon as you receive it and notify us of any damages. If damage is caused by the couriers, we need to file a claim with our insurance within 48 hours of delivery. Goods with factory defects will be replaced free of charge. Refunds and exchanges will only be processed for incorrect goods supplied. Refunds and exchanges due to customer order errors will carry the liability of the delivery charges, including any discounts on such charges, and may also incur a minimum 10% restocking fee.

Can My Material Be Cut to Size?

We do not provide custom cutting. If you need your sheet cut in half or quarters to fit your bed size, please email your order to cecile@mysmartlaser.com, and we will quote you with the cutting charges included.

Are the Prices on the Site Inclusive or Exclusive of VAT?

All prices on our store include VAT.