HAS MY ORDER BEEN SHIPPED YET?

As soon as your order is dispatched and collected by the courier, you will receive an email or sms notification with a tracking number allowing you to follow your order as it comes to you. If you have not received any communication or updates regarding your order, please check your spam or junk folder.

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If you are collecting or we are using our own delivery vehicles, you will receive updates from our sales team. Should you have any queries please contact us at sales@prellextrading.co.za

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HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Depending on where you are located, courier transit times may vary between 1-5 business days. For more information on on delivery times, please refer to our Delivery Policy.

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CAN MY BILLING AND SHIPPING ADDRESSES BE DIFFERENT?

Yes, both addresses are able to be different locations.

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I FORGOT TO ADD AN ITEM TO MY ORDER. AM I ABLE TO ADJUST MY ORDER?

If your order has yet to be shipped and you would like to add another item, please contact us at sales@prellextrading.co.za urgently so that we may facilitate this addition. Please note that this additional item may affect the processing time, shipping cost and may delay your order.

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WHAT SHOULD I DO IF I HAVE A PROBLEM WITH MY ORDER?

If there are any issues with your order such as missing items, quantity shortages, damaged goods or incorrect items, please contact us at sales@prellextrading.co.za to rectify the issue.

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WHAT SHOULD I DO IF MY ORDER ARRIVES DAMAGED?

We strongly advise you refuse delivery from the courier company, if possible. If the item has been delivered and is damaged, please visit the couriers tracking website/portal for the delivery information using your tracking ID and file a claim. We will work to resolve the issue as quickly as possible, but timelines are subject to change based on couriers.

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WHAT SHOULD I DO IF MY MACHINE IS NOT WORKING OR DEFECTIVE?

If your machine is defective and is still within the manufacturer's warranty window, the first step would be to contact us at sales@prellextrading.co.za to notify us of the problem. We will contact the supplier and troubleshoot the problem as soon as possible.

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AM I ABLE TO PLACE AN ORDER OVER THE PHONE?

Yes, we will gladly take your orders over the phone during our standard business hours.

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DOES PRELLEX TRADING PRICE MATCH COMPETITORS?

We strive to be the most cost-effective distributor but if you find a better price on an item, we will match that price provided that it meets our minimum pricing requirements. We reserve the right to accept or decline any price matching request. The lower price must be able to be proven and confirmed.

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WHICH PAYMENT METHODS DO YOU ACCEPT?

Prellex Trading accepts the following payment options:

• Visa and Mastercard Debit and Credit Cards

• American Express

• Instant EFT

• Manual EFT

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IS MY CREDIT CARD INFORMATION SAFE?

Prellex Trading processes all credit card transactions through Peach Payments. Peach Payments is committed to providing it's merchant customers with the highest level of transaction processing security, safeguarding customer information and combating fraud. 

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ARE YOU ABLE TO ASSIST WITH MACHINE REPAIRS?

Yes, if you work in Gauteng we will gladly help you with servicing, repairing or troubleshooting your machines.