FAQ

How long is the Donkey Long Tong and is it heavy?

At first, the 80cm may be long to hold but you'll never look back. At 700g, the weight to length ratio makes for a comfortable experience.

Does it come packaged?

All Donkeys need a place to rest. The box is a snug fit and you get to unwrap it! We do encourage recycling. However, you may use your packaging to start your braai.

Can it be used with food?

Donkeys love food. It is made from Gr304 stainless steel. That's food grade and it can handle the heat of a braai with durable strength.

What is the best way to clean my Donkey Long Tong?

When your Donkey gets a little dirty, wash his head with dishwashing liquid, warm water and a scrub sponge.

Do you do international shipping?

Donkeys have no boundaries, they can span the globe. International shipping is excluded at check out. It will be billed separately.

Payments & Safety

Is my payment data safe with you? Is my payment data safe with you?

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discovery.

Do you accept online payments? Do you accept online payments?

Yes, we accept online payments. All payment processing and important customer information is quick, easy and secure.

Learn more about our store's safe checkout experience (powered by Shopify) here.

Where can I learn more about the payment and processing on your store? Where can I learn more about the payment and processing on your store?

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

What forms of payment do you accept? What forms of payment do you accept?

We accept payments from major credit card companies such as: Visa, Mastercard, and American Express.

Shipping & Delivery

How long does it take to get my products? How long does it take to get my products?

Domestic shipping can take up to 2-4 business days.

International shipping can take up to 7 - 14 business days.

Due to global supply chain challenges, shipping times could be longer than usual.

How much does it cost? How much does it cost?

Shipping rates can vary depending on your region. It will be calculated at checkout.

Here are the full details of our Shipping Policy.

Is there free shipping? Is there free shipping?

Yes, we offer free shipping for large domestic orders. Check the cart to see the current deal on free shipping.

Do you ship internationally? Do you ship internationally?

Yes, we ship our products all over the globe.

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.

Do you ship to my area? Do you ship to my area?

A full list of all of our shipping areas can be found here.

If your country or region is not mentioned, feel free to contact us to see if we can work out a solution for delivery.

Warranty & Repair

Do you offer warranty for your products? Do you offer warranty for your products?

All of our products go through vigorous quality control.

Our warranty provides a guarantee against manufacturer defects, prior to use. If there is a clear manufacturing default, please contact us.

This needs to be assessed by our in-house team.

All products are handmade and built to last, therefore each product will have a unique characteristic.

Returns & Refunds

Do you offer refunds? Do you offer refunds?

Yes, we offer refunds.

Please note, if you are eligible for a refund, a 10% handling fee will be deducted.

How long after I complete a purchase can I ask for a refund? How long after I complete a purchase can I ask for a refund?

A refund request can be submitted within one month after the purchase is made.

How much can I get refunded? How much can I get refunded?

After the product has been assessed by our team and the packaging is undamaged and the product is unused, you are eligible for a refund, if it is within the 30 day period.

In the case when the packaging has been damaged and/or the product has been used, you are not eligible for a refund.

All refunds are subject to a 10% handling fee.

Please check our Terms of Service to see if you're eligible for a refund.

Who pays the shipping costs in the case of a refund when the order doesn't have free shipping? Who pays the shipping costs in the case of a refund when the order doesn't have free shipping?

When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.

Who pays the shipping costs in the case of a refund when the order has free shipping? Who pays the shipping costs in the case of a refund when the order has free shipping?

When an order includes free shipping, only the cost of the return shipping is handled by the customer.