Shipping policy

At Culinary Shack Group, we are committed to delivering your commercial kitchen equipment and supplies safely, efficiently, and at competitive shipping rates.

Because our products range from small kitchen supplies to large and heavy commercial equipment, shipping costs and delivery times may vary depending on the product, order size, destination, and delivery requirements.

1. Where We Deliver

We currently offer delivery within South Africa.

Delivery availability may vary depending on the size, weight, and type of equipment ordered. Certain oversized or specialised products may require dedicated transport or additional delivery arrangements.

If we are unable to deliver to your selected address, our team will contact you to discuss an alternative delivery arrangement.

2. Order Processing

Orders are normally processed once payment has been successfully received and verified.

Our standard processing time is approximately 1–3 business days for products that are in stock.

Some commercial equipment may require additional preparation, assembly, sourcing, or dispatch arrangements. If your order requires additional processing time, we will communicate the expected timeframe before dispatch.

Orders placed on weekends or public holidays will generally be processed on the next business day.

3. Delivery Times

Estimated delivery times depend on your location and the products ordered.

Typical delivery timeframes are:

  • Major metropolitan areas: approximately 2–5 business days after dispatch
  • Regional areas: approximately 3–7 business days after dispatch
  • Remote areas: approximately 5–10 business days or longer

These are estimates rather than guaranteed delivery dates.

Large commercial equipment, custom products, special-order items, and products requiring dedicated transport may have longer delivery times.

4. Shipping Costs

Shipping costs are calculated according to factors including:

  • Delivery destination
  • Product size and weight
  • Number of items ordered
  • Special handling requirements
  • Delivery method
  • Whether dedicated or specialised transport is required

The applicable shipping charge will be displayed at checkout where available.

For exceptionally large, heavy, fragile, or specialised commercial equipment, we may need to provide a separate delivery quotation.

Where an additional delivery charge is required, we will contact you for approval before dispatch.

5. Large & Heavy Commercial Equipment

Commercial kitchen equipment such as ovens, ranges, refrigeration units, stainless steel tables, sinks, extraction equipment, and other large items may require specialised transportation.

For these products:

  • Delivery may require additional time.
  • Additional transport charges may apply.
  • Customers may need to ensure suitable access to the delivery address.
  • Delivery may be to the nearest accessible point where specialised unloading equipment is required.
  • Additional charges may apply for stairs, restricted access, difficult-to-reach locations, or special lifting requirements.

Customers are responsible for ensuring that the delivery location can safely accommodate the equipment.

6. Delivery Address

Please ensure that your delivery address and contact details are correct before completing your order.

Culinary Shack Group cannot be held responsible for delays or additional delivery costs resulting from:

  • Incorrect or incomplete addresses
  • Incorrect contact information
  • Customers being unavailable to receive delivery
  • Restricted access to the delivery location
  • Failure to provide reasonable access for large equipment

If a delivery has to be reattempted because the customer was unavailable or the address was incorrect, additional delivery charges may apply.

7. Receiving Your Order

Please inspect your order carefully when it arrives.

For large commercial equipment, customers should check the packaging and equipment for visible damage before accepting delivery where possible.

If you notice visible damage:

  1. Photograph the packaging and equipment.
  2. Note the damage with the delivery driver where possible.
  3. Contact Culinary Shack Group as soon as possible.
  4. Provide photographs and your order details so that we can assist you.

Do not dispose of damaged packaging until the matter has been resolved.

8. Delivery Delays

While we work with our delivery partners to meet estimated delivery times, delays can occasionally occur due to circumstances outside our control, including:

  • Severe weather
  • Road closures
  • Transport disruptions
  • Public holidays
  • High-volume periods
  • Supplier delays
  • Incorrect delivery information
  • Events beyond our reasonable control

If we become aware of a significant delay affecting your order, we will make reasonable efforts to notify you.

9. Special-Order & Out-of-Stock Products

Some commercial equipment may be ordered specifically for a customer or sourced from a supplier after an order is placed.

These products may have longer lead times than standard stocked products.

The estimated lead time will be communicated to the customer where applicable.

10. Split Deliveries

If an order contains multiple products that are stored at different locations or have different availability dates, we may dispatch items separately.

Where applicable, customers may receive more than one delivery.

Additional shipping charges will only be applied where the delivery arrangement requires additional costs that were not already included in the original shipping quotation.

11. Click & Collect

If Click & Collect is offered for a particular product or location, customers will be notified when their order is ready for collection.

Customers collecting large commercial equipment are responsible for ensuring that their vehicle is suitable for safely transporting the purchased equipment.

12. Delivery Confirmation

Once an order has been delivered to the address provided by the customer, delivery may be confirmed through a delivery record, signature, photograph, tracking information, or other confirmation provided by the delivery service.

13. Contact Us

If you have questions about delivery, shipping costs, or the estimated arrival time of a particular product, please contact our team before placing your order.

Culinary Shack Group

Equip. Prepare. Perform.