Delivery & Returns

DELIVERY

Do you deliver South Africa wide?
Yes. If our shipping calculator doesn’t work for your location please email us and we will organise a quote.

Our items are LARGE and because of this we cannot deliver to post office boxes, private bags or parcel lockers.

Our items are delivered to your home or workplace and require a signature for your safety.

If you require any more information on shipping please contact us at hello@arkplaymats.co.za

DELIVERY TIMES - these can vary with public holidays/ promotions/ natural disasters such as fires, floods & pandemics.

ARK Playmats is an online business based in Cape Town, South Africa.
Delivery times for most South African locations are between 2 to 7 business days from pickup.

There are some parts of South Africa where our courier companies have to use a local on forwarding company which prolongs delivery times and will require longer delivery times, generally 8 to 14 business days.

ORDER TRACKING - You will receive an email from the Courier Company confirming your order has been picked up. This email will supply you with your tracking number and tracking information, this provides a link to the courier company so that you can contact them if required.

Do you deliver internationally?
Yes we do!

Do you have a refund policy?
Yes we do.

Please note our following conditions to all returns.

Please email us at: hello@arkplaymats.co.za listing your name, order number, the product you wish to return and the reason for that return.

Then please post your goods back to us within 14 days of receipt, including your name and order number and reason for return inside the package. Please note the customer is responsible for the return costs.

Returns Address: ARK Playmats - Loft House, Boschendal Wine Estate, R310 Pniel Road, Groot, Franschhoek 7690

If approved, your refund (if the goods are in perfect condition) will be processed and a credit will automatically be applied to your credit card or original method of payment. Please allow a week from us receiving your parcel before the refund is completed.

Return conditions below apply to all returns.

• The purchaser may contact us if there are any defects within the first 48 hours for a no questions asked return.
• All products are checked prior to posting. Should a product slip through our quality control & be faulty ARK Playmats will replace the goods.
• You must complete your return within 14 days of the date of delivery.
• The product must be unused and in original condition & packaging.
• A refund will be provided of the original purchase price, less the return shipping cost.
• The purchaser is responsible for return delivery costs unless the product is faulty.
• ARK Playmats will pay postage if the product is deemed to be faulty, however the original postage will not be refunded.
• After the mat has been returned and inspected we will contact you to arrange a refund.
• Refunds do not apply to sale items.

PLEASE NOTE - All returns are subject to the above terms and conditions being met including our cleaning and care instructions.

Can I return a mat after purchase/delivery?

Yes.

There is no need to email in advance if you simply require an exchange. Please return the playmat to us with a note detailing what you would like to exchange your purchase for. 

The items must be sent back in perfect condition – in a saleable condition with original packaging. 

All items returned to us are at your own risk, so we recommend using recognised delivery service. 

Returns Address:  ARK Playmats - Loft House, Boschendal Wine Estate, R310 Pniel Road, Groot, Franschhoek 7690

Once your return is received has been inspected, your exchange will be processed. Please allow 3 days from receipt of parcel to dispatch.

Return conditions below apply to all returns.

• The purchaser must check over the mat and contact us if there are any defects within the first 48 hours for a no questions asked return.
• All products are checked prior to posting. Should a product slip through our quality control & be faulty ARK Playmats will replace the goods.
• You must complete your return within 14 days of the date of delivery.
• The product must be unused and in original condition & packaging.
• A refund will be provided of the original purchase price, less the return shipping cost.
• The purchaser is responsible for return delivery costs unless the product is faulty.
• ARK Playmats will pay postage if the product is deemed to be faulty, however the original postage will not be refunded.
• After the mat has been returned and inspected we will contact you to arrange a refund.
• Refunds do not apply to sale items.

PLEASE NOTE - All returns are subject to the above terms and conditions being met including our cleaning and care instructions.

If you are not totally satisfied with your purchase, you can return your goods for whatever reason, provided we get them back within 14 days of receipt and in perfect saleable condition with original packaging.

Are delivery fees refundable if I return my purchase?
If it’s agreed that you received a damaged, defective, or incorrect product from us we’ll refund you the full amount including delivery.

If you choose to return an item for your own reasons, delivery costs are for your own account. We will refund you the purchase price of the item less a 10% handling fee.

Can I return a mat after purchase/delivery?
Yes.

If you change your mind and want to cancel your order, this must be received within 24 hours of purchase. We can only accept cancellations if your products have not already been dispatched for delivery. 

Cancellation messages can be sent via the form on our contact page or sent via email to hello@arkplaymats.co.za. Please include your order number.

I have a defect item, what should I do?
If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event 48 hours of receiving your product.

A product is considered defective if there is any material imperfection in the manufacture of the product. 

We will require proof of purchase and photos of the product prior to such product being returned.

You will not be entitled to a return or refund if the defect is as a result of any of any of the following:

• failure to comply with the wash-care instructions of the product or any other instructions provided with the product;

• failure due to incorrect usage of the product;

• damage due to pets;

• damage due to exposure to direct sunlight and heat 

• damage arising from weather as well as electrical surges; or

• damage arising from altering the product after leaving our control.

If you wish us to refund you as opposed to repair or replace the defective product, we will do so within 30 days of the return or such longer period as agreed between us.

If on receipt of the product by us, it is determined the product is not defective, we will not replace the product or refund you the purchase price and you shall be liable for any costs incurred by us in respect of the return.