Frequently Asked Questions

This Agreement was last modified on 18th february 2016


I have a question regarding my order or payment

If you are unsure of anything, get hold of our customer service team at Our people are so smart they won’t just help you with your ordering questions, they can help you with costs, your account, and any product queries. And if you catch them with a problem, they will be able to find out for you.

How long will delivery take?

Ideally we would like to have your product delivered within 24 – 72 hours. But this is not always possible. We do try give rough guidelines on our website and we largely aim to get you your stuff in 5 – 12 working days. It may take longer depending on any third party delays. We will keep you up to date should there be any delays though.

Can I order from a location outside South Africa?

We are proudly South Africa and we believe local is Best. If you are really desperate to get a product delivered internationally we know you will be able to make a plan with a local and get them to send it on to you. Please note, our product warranties are only held within SA. We also only accept local credit cards.

Can you send stuff to my office/gym/bar/spa?

Yes. But be careful with this. If the parcel gets delivered to your office’s front desk, or the security gate, or the wrong department – it is still confirmed and delivered. Get it? We will get confirmation of delivery and with that it’s out of our hands and hopefully into yours. In this case, make sure you add some detail in the address comments section (your telephone extension, for example) so your reception can contact you. It is your responsibility that the information provided is correct and accurate. Please note that we do not, under any circumstance, ship to PO boxes. So, please avoid delays and enter a valid delivery address right away. Otherwise, we’ll have to call or email you, which we don’t always feel like doing, and it all takes a lot longer…

Does the price include shipping?

We hope you will make use of our click and collect function – where you buy online. Our general shipping charge is R150 but we do make exceptions for sales over R500.

New Mobicred users:

First, you’ll need to register on Mobicred’s website and complete your application. Once approved, you can come back and pay for your items using Mobicred*. Your application may take 1 business days to process If you need your items right now, please select a different payment method. We can’t guarantee that your items will still be in stock when you return.

Existing Mobicred users:

Select Mobicred as your payment option during checkout. Log in using your Mobicred username and password. Enter the one-time pin (OTP) that will be sent to your mobile phone. Click on “Confirm & Pay”. Your Mobicred account will be debited and we will send you a confirmation email of your order.

Do I get normal customer service?

While we are more than happy for you to go to any one of our stores nearest to you for any assistance, we do suggest that if you have a question, comment, change of heart or faulty unit, fire off a mail to and a friendly assistant will answer you ASAP. You can also use our live chat service during office hours.

Are my purchases under warranty?

Yes, but not by us. Almost every product is covered by the warranty provided by the manufacturer. But if your precious new toy breaks, it’s easiest to get in touch with us and we’ll arrange it for you. Vodacom Second year limited warranty: These devices have a second year warranty held by Vodacom. The warranty is subject to the same rules as the standard manufacturer warranty but you must be using a Vodacom SIM card in the device during the second year for the warranty to be valid. For full warranty cover details, please refer to your manufacturer’s guide and/or website.

I want to talk to a live person. Can I call you?

For online specific queries, the best way to reach the right person to help you it to use our live chat feature or e-mail us on If you’re really, really desperate to chat to one of us, send us a mail request with as much information as possible and we will get our handy man to call you.

My product doesn’t work

Firstly, make sure you have followed the instructions, entered the battery correctly, charged the device or lugged it in correctly. If that fails, phone a friend or Google it. If you are still not winning then contact us. Have all your documents handy and we will work through the returns/ exchange process.

How can I return an unwanted product?

Email our customer service department and if our sales team have not talked you out of it, then they have failed to do their jobs. In all seriousness, if you really want to return the product and it is sealed and in original condition be sure to do so within 7 days of receipt of the item at the delivery address. You will be requested to supply your order number, the name of the product you are returning, and any relevant details. We will respond with a return authorisation. Know that return freight will be at your expense. After 7 days, we will not be able to accept any returns.

My order was damaged upon arrival. What can I do?

It is very important you inspect your stock before you let the courier guy run free. If the packaging is damaged, it was probably him (or her) that dropped it! Whatever you do, do not hit the courier but rather make a clear note on the delivery form and let us know at At this point you can open up the packaging to see what state your valued buy is in. If all is good, keep it. If it is dodgy let us know and we will arrange for it to be collected. At the point of delivery if you are seriously unhappy with the delivery, do not accept it and rather have it sent back to us with the courier but please inform us so we are prepared.

ExcellTronics use Payfast as their preferred online payment Gateway. Payfast are the market leaders in online security offering you the following protection:

PCI-DSS Level 1 Compliant We use Extended Validation SSL with 256-bit encryption. Only two of the four major South African banks use this –the highest– level of encryption currently available. All sensitive info is encrypted within our own database. We run penetration testing on our system on a weekly basis to look for vulnerabilities. We are only required to do it once every three months, but we run it every week. Our entire site, blog, payments page and help site all are served off secure servers, making it harder to perpetrate phishing attacks. 3D Secure is in place for all credit card transactions. Two-factor authentication is available to restrict access to your PayFast account. We use GEO IP tracking to see where transactions are originating from and look for mismatches between this and the card’s issuing country. Our system automatically checks for suspicious payment velocity. We use BIN/IIN validation to check for card-issuing bank locations and merchants can choose to enable/disable payments from certain countries. Payments and card details are automatically checked against large online databases of blacklisted details. All suspicious transactions are manually reviewed by our stellar Support Team.

3D Secure

3D Secure is an extra layer of security in using your credit card for online transactions. Sellers are asked to enter their 3D Secure password or one time PIN –which they register with their bank– to authenticate that they are the actual cardholder.