HELP CENTER
Frequently Asked Questions
Find quick answers to common questions about orders, delivery, payments, returns and more. If you still need help, feel free to contact us or chat on WhatsApp.
Orders & Delivery
Get information about placing orders, delivery options and tracking.
How do I place an order?
Browse our products, add the items you want to your cart and proceed to checkout. You'll see the available payment and delivery options before confirming your order.
Do you offer delivery?
Yes. We deliver most eligible products across South Africa. TV delivery is available in Gauteng only because transporting TVs by courier carries a risk of damage.
How long does delivery take?
Delivery times depend on your location, stock availability and the courier. Typical estimates are 1–2 business days in Johannesburg/Gauteng and 3–5 business days elsewhere in South Africa after dispatch. These are estimates, not guarantees.
How much is delivery?
Delivery charges are calculated at checkout. Free delivery applies to eligible orders over R2,000; televisions and bulky items are excluded.
How do I track my order?
Once your parcel has been dispatched, use your order number or tracking number on our Track Your Order page, powered by Bob Go.
Can I collect my order in-store?
Yes, store collection is available at Shop F29, China Mall, Amalgam, Johannesburg. Bring your order confirmation and follow any collection instructions provided.
What areas do you deliver to?
Most eligible products can be delivered nationwide. Television delivery is limited to Gauteng. Any product-specific delivery restrictions will be shown during shopping or checkout.
Payments
Checkout, payment security and available options.
What payment methods do you accept?
The available payment methods are displayed securely at checkout. The methods offered may vary depending on the order and payment provider.
Is it safe to pay online?
Our online store uses a secure checkout. Always confirm that you're on smartpickandpay.co.za before entering payment details.
Do you offer layby?
Yes, we offer layby in-store. You can pay a deposit and make additional payments, provided the full amount is paid within three months. Contact us on WhatsApp to confirm the arrangement for your chosen products.
What should I do if my payment fails?
Check your payment details and try again, or use another available checkout method. If you believe you were charged but didn't receive an order confirmation, contact us with the payment reference so we can investigate.
Returns & Refunds
Returns, faults, exchanges and warranty help.
What is your return policy?
Eligible products may be returned within 14 days, subject to their condition and the terms of our Returns & Refund Policy. Contact our team before returning an item.
What if my item arrives damaged?
Contact us as soon as possible. Send your order number and clear photos of the item and packaging so our team can assess the issue and advise on the next step.
Can I exchange an item?
Eligible exchanges depend on the item, its condition, and the applicable return or warranty policy. Contact us with your order number to discuss options.
How long does a refund take?
Where a refund is approved under the applicable policy, processing time depends on inspection and the payment provider. Our published policy gives the current timeline and conditions.
What if my product develops a fault after 14 days?
If the product has an applicable repair warranty, contact us with proof of purchase and details of the fault. You can read more in our Warranty Policy.
Products & Stock
Product details, stock, authenticity and warranties.
Are your products genuine?
We source products from suppliers and distributors. Product brands, specifications and included accessories are shown on each product page.
How do I check if a product is in stock?
Check the availability information on the product page. Stock can change during the day, so contact us for confirmation before travelling for a particular item.
Do your products come with a warranty?
Warranty cover varies by product. Eligible televisions generally carry a limited 1-year repair warranty (screens excluded); most other eligible products carry a limited 6-month repair warranty. Check the specific product listing and our Warranty Policy.
Can I see a product before buying?
You can visit our physical store at Shop F29, China Mall, Amalgam, Johannesburg to view available display products. Contact us before visiting if you're looking for something specific.
Where can I find product specifications?
The product description and Product Information & Specifications sections provide the details currently available. If something important is not specified, ask our team before ordering.
Account & Security
Accounts, order information and privacy.
How do I sign in to my account?
Use the Account link in the website header to sign in or access your customer account.
How can I find my order details?
Check your order confirmation email or customer account if available. You can also contact us with your order number for assistance.
How do I update my account information?
Sign in to your customer account to manage the information made available there. If you need help, contact our support team.
How is my personal information handled?
Please review our Privacy Policy for information about the personal data we collect and how it is used.
Store Information
Our shop address, hours and contact details.
Where is your physical store?
Visit Smart Pick & Pay, Shop F29, China Mall, Amalgam, Johannesburg. Get directions.
What are your store hours?
Monday to Saturday: 8:00 AM – 5:00 PM.
Sunday: 9:00 AM – 4:00 PM.
Sunday: 9:00 AM – 4:00 PM.
Can I shop in person?
Yes. Visit us at China Mall, Shop F29, to browse available products and speak with our team.
How do I contact the store?
Promotions & Offers
Specials, discount codes and bulk orders.
Where can I find your latest deals?
Visit our Shop All Products page or check the Deals link in the website navigation for available promotions.
How do I use a discount code?
Enter an eligible discount code at checkout in the field provided. Codes are subject to their own terms, validity dates and product exclusions.
Can I combine multiple promotions?
Whether discounts can be combined depends on each promotion's conditions and what checkout permits.
Do you offer bulk-order pricing?
For larger orders, contact us on WhatsApp with the products and quantities you need and our team can advise.
General Questions
More ways to get help with your shopping.
What's the fastest way to get help?
Message us directly via WhatsApp with your question or order number.
Can I email your team?
Yes. Send your enquiry to smartpickandpay@gmail.com or use our Contact Us form.
Where can I find your policies?
The website footer has links to Shipping, Returns, Warranty, Privacy and Terms of Service information.
Who can I contact about an existing order?
Use our Order Tracking page for a dispatched order, or send your order number to our support team on WhatsApp.
Can't find what you're looking for?
Our team is here to help you. Chat with us on WhatsApp, call us, or visit our store.