Shipping Policy

Last updated: 2 November 2026

We make gear for the fire, so we want it in your hands (and over the coals) as soon as we can. Here's how delivery works for orders placed on donkeylongtong.co.za.

Where we deliver

This policy covers orders placed on donkeylongtong.co.za and delivered within South Africa.

Based in the USA, Canada, Australia, the UK or New Zealand? Shop at donkeylongtong.com, where our international shipping terms apply.

Delivery options and costs

Orders of R1,000 or more get free delivery anywhere in South Africa.

Your delivery cost is shown at checkout before you pay. All prices are in South African Rand and include VAT where applicable.

Business days are Monday to Friday, excluding public holidays. Delivery times are counted from the day your order is dispatched.

Processing and dispatch

We pack and dispatch orders within 1-3 business days of payment clearing. Once your order is on its way, we'll email you a confirmation and tracking details so you can follow it to your door.

Engraved orders

Adding an engraving? Allow an extra 2-3 business days of production before your order ships. Your delivery time starts once it's dispatched.

Engraving is done exactly as you submit it, so please double-check spelling and spacing before you pay. Because engraved products are made specially for you, they can't be returned for change-of-mind reasons. This never affects your rights if a product is faulty or not as described (see our Returns and Refunds Policy).

Need it in a hurry?

Need an emergency tong for a gift, a last-minute braai or an adventure? Contact us and we'll do our best. We can't promise to meet every deadline, but we'll tell you honestly what's possible. If anything changes, we'll confirm the timing and any extra cost with you in writing before you pay.

Collection from The Barn

You're welcome to collect your order from The Barn, our factory shop at 48 Marine Drive, Paarden Eiland, Cape Town.

• Hours: Monday to Thursday 09:00-17:00, Friday 09:00-16:00

• Choose "Collection" at checkout and wait for our "ready for collection" email before you pop in.

• Bring your order confirmation, and we'll hand it over.

Delivery addresses

Please make sure your delivery address and contact number are correct at checkout. Couriers deliver to street addresses and can't deliver to PO Boxes. Someone needs to be there to receive your parcel. If no one is, the courier will usually leave a notice or contact you to arrange another attempt.

Spotted a mistake after ordering? Contact us as soon as you can and we'll try to fix it before your parcel ships. If a parcel comes back to us because of an incorrect or incomplete address, we'll get in touch to arrange re-delivery, and we may ask you to cover the cost of sending it again.

If your order is late

Our delivery times are estimates. Couriers, weather, public holidays and other things outside our control can cause delays. If your order hasn't arrived by the estimated date, contact us and we'll chase it up.

If we can't deliver within the agreed time, or within a reasonable time after that, you can cancel the order and we'll refund you in full.

Damaged, lost or incorrect orders

Your order is our responsibility until it reaches you. Please check your parcel when it arrives. If something is damaged, missing or not what you ordered, contact us as soon as you can (ideally within 5 business days of delivery) with your order number and, where possible, photos. This helps us sort things out quickly. It doesn't limit your legal rights. We'll repair, replace or refund, as the law requires.

If your tracking shows "delivered" but you haven't received your parcel, contact us and we'll investigate with the courier.

Your personal information

We share your name, delivery address, phone number and email with our courier partners only so they can deliver your order. We handle your information in line with the Protection of Personal Information Act (POPIA). For details, see our Privacy Policy.

Your rights

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.

Changes to this policy

We may update this policy from time to time. The version on our website when you place your order is the one that applies to that order.

Contact us

Questions about your delivery? Email support@donkeylongtong.com.