Frequently Asked Questions Section

Find answers to common questions about our services here.

What are your Payment options?

We offer an EFT option to our bank account. Only once payment has cleared our bank accounts will a parcel be packed, and booked with a courier.

We offer a Secure Payment Gateway for convenience to the customer to pay online. Please refer to our returns policy for refunds should you use this option.

How will I know when my order is Sent?

We will send you an email when your order has been processed, packed and booked with the couriers.

What payment methods can I use?

We process our payments with either Yoco or Paystack, it will be written and an option for you to choose—all major credit and debit cards, including international Mastercard and Visa cards. You can also pay via EFT.

When will I Receive My Parcel?

CourierGuy and other couriers: 2 - 3 business days.

Pudo: 2 - 4 business days.

When will my order be sent?

Within 1 Business Days to Prepare, Package, and Book your order.

Pudo orders are booked once a week, and subject to locker availability, should a locker not be available it will be sent to a Kiosk to the nearby locker.

Coupons Usage:

Coupons may be subject to availability, order quantity, order catalogue, and order amount and can not be used in conjunction with other coupons.

Insurance on Your Parcel:

Yes, we do. Please find information in the Delivers and Courier Section below.

Only CourierGuy parcels are insured. Pudo doesn't have an option for insurance. Should you wish for a quote for added insurance, please check with Quote Me Courier or email us.

Current Promotions?

You can find Specials, Promotions, and Discounts on our new section here:

Including Free Delivery and Coupon Codes.

Either Click the Link here or visit: http://cuvai.co.za/specials

Do We Courier Internationally?

Only on Request and subject to your taxes and delivery rates per country, and location.

FAQ

Returns and Refunds

We offer a 12 - 48 hour return policy on all foodstuff. And a standard 7-day returns policy on general goods.

Refunds:

Refunds are dependent on our Returns Policy.

What is non-refundable:

Payment Gateways Fees
Courier Service Fees
Custom and Personalized Goods
Repackaging Fees (R25)*

When Making Payments, Please Be Aware of the Following:

This is only subject to any Refunds Issued:

EFT Payments - No Additional Fee

Payment Gateways - 4% of your entire order value is deducted (non-refundable).

Refunds will be paid out within 4 - 7 business working days, and is dependent on your bank receiving the payment.

*Packaging fees are only applicable for unwanted orders.

Damaged on Arrival:

If any wrong or damaged product was accidentally delivered to you as the customer, you must inform us immediately or within 6 hours of receipt.

Q: Should your parcel be opened or damaged?

A: Please take a photo of the box/parcel and email it to us. As well as refuse delivery. If you have already collected the box, keep it aside so we can investigate.

After investigation, we may offer a refund, exchange, or credit towards a new purchase. If a parcel is damaged, the difference in courier fees will be deducted from the insurance fee for an exchange (this is dependent on the courier).

Returns:

We offer a 7-day returns policy on general goods. On collection or delivery of your parcel.

As long as the following applies.

These products are non-returnable:

Perishable goods
Customized products
Personalize products
Coffee and Tea's
Spices
This is for safety and hygiene purposes due to the nature of our products.

Any order that you wish to return, will be at the customer's expense. Should an item be damaged please look at the Damaged on Arrival section for guidance.

Coupons Simple Usage Terms:

Coupons are used as a once-off. Coupons are non-refundable and not returnable. Should you receive a refund, it is at Cuvai discretion to offer you a replacement coupon for a new purchase but may not be guaranteed.

Our Products

Certifications:

Our certificates are available on request.

Imported Beverages and Snacks:

Please keep in mind that the local and imported beverages may differ in image/picture from what you might receive. You will however get the correct product, quantity and flavour.

The Product Weights:

The only actual product weight you will see is the description and title of the product which will indicate the product weight.

The weight on the more details is used as the volumetric weight for packing your order.

Can I gift an order to someone, without an invoice?

All invoices are sent to you digitally via email. In your box/parcel, we only include delivery information and tracking information.

Are sale items also available at other retailers?

No. Exclusive offers and sale items are exclusive to Cuvai Online Shop. We may offer stockists specials and promotions so make sure to check them out as well.

Ingredients:

Find out the Ingredients of our products on our store. Should you not find it there, please click here for the full list of products.

Deliveries and Courier

Can I insure my parcel?

Yes, you can. Before placing your order you can send us an email using the contact form and request your parcel to be covered.

Insured Parcels are covered for damages and stolen goods in transit with the courier company. This option is only available with CourierGuy. At 2.3% of the order total.

We offer free coverage of all orders under R1000. Please note that glass stuff is not included in coverage.

Is there a Surcharge for Courier?

Only if your parcel is greater than the option you've picked. We will inform you of the payment difference.

You also pay a surcharge should your address be in a remote area, a farm, or a dangerous area marked by the courier company.

How long does the Courier take to deliver?

The estimated delivery date for your order is based on your area, courier's route, and traffic. It may take longer to outline areas, weather conditions and unforeseen conditions.

CourierGuy: 2 - 3 business days.