FAQs

đź“Ś FREQUENTLY ASKED QUESTIONS (FAQs)

📦 ORDER PROCESSING & SHIPPING

1. How long does it take for my order to be processed?

All orders are processed in batches, not individually.

  • Standard processing time: 3–5 business days

  • Processing time excludes weekends and public holidays

  • During high-volume periods (sales, Black Friday, festive season), processing may take longer

Processing time means preparing, packing, and booking with the courier, not delivery.

2. When will my order be shipped?

Once your order has completed processing, it will be dispatched with our courier partner (Aramex).

IMPORTANT SHIPPING NOTICE:

  • Orders placed between 14–21 December (after 18:00)
    ➝ Shipped between 1–2 January

  • This is due to public holidays, courier closures, and backlog

Orders placed outside these dates follow normal processing timelines.

3. Do you ship during public holidays?

No. Couriers do not collect or deliver on public holidays, and processing pauses during these periods.

đźšš DELIVERY & TRACKING

4. How will I receive my tracking number?

Tracking details are sent ONLY once your order has been dispatched.

You may receive:

  • An email

  • An SMS

  • Or both

If your order is still marked as processing, no tracking number will be available yet.

5. My tracking number is not working — why?

This is normal shortly after dispatch.

  • Tracking usually updates after 17:00 the next business day

  • Early statuses such as:

    • “Shipment data received”

    • “Routing label created”
      are normal and mean the parcel is in the courier system

6. How do I track my order correctly?

  • Track directly on the Aramex website

  • When using our website chatbot:

    • Enter ONLY your order number

    • Do NOT add names, emails, or spaces

Entering extra details can cause the system to show “order not found”, even though your order exists.

7. What does “Out for Delivery” mean?

This means the courier attempted delivery.

If you were not available:

  • Aramex will mark the attempt as unsuccessful

  • You must contact Aramex directly to reschedule delivery

KitNation cannot control missed delivery attempts.

8. What does “Beyond Delivery Area” mean?

This means your location is considered remote by the courier.

  • Delivery may take longer

  • Additional routing may be required

  • This is determined by Aramex, not KitNation

đź“© EMAILS & ORDER CONFIRMATIONS

9. I didn’t receive a confirmation email — is my order valid?

Yes. Your order can still be valid if:

  • Your email was typed incorrectly

  • The email went to spam/junk

  • There was a network delay during checkout

If payment was successful, your order exists in our system.

10. I didn’t enter an email at checkout — what happens?

Your order is still valid.

  • We can manually update your email

  • Contact us with:

    • Full name

    • Phone number

    • Order number or Paystack reference

🔄 CHANGES, CANCELLATIONS & REFUNDS

11. Can I change my order after placing it?

  • Changes are only possible before dispatch

  • All changes depend on stock availability

  • Once shipped, no changes are allowed

12. Can I cancel my order?

  • Orders cannot be cancelled once shipped

  • If your order has not yet been dispatched, contact us urgently

13. How long do refunds take?

Approved refunds are processed to the original payment method.

  • Processing time: 5–10 working days

  • Refund delays after processing are bank-related, not KitNation-related

Once a refund is processed, we cannot speed up bank clearance times.

🎄 CHRISTMAS & PEAK PERIOD DELIVERY

14. Do you guarantee delivery before Christmas?

No. We do not guarantee Christmas delivery due to:

  • Courier volume

  • Public holidays

  • Weather and routing delays

Orders placed after 14 December are especially affected.

⚠️ COMMUNICATION & CONDUCT

15. Is KitNation a scam?

No. KitNation is a registered South African business using:

  • Secure Paystack payments

  • Verified courier partners

  • Tracked and logged shipments

Thousands of orders have been successfully fulfilled.

16. What happens if abusive or threatening language is used?

We understand frustration, however:

  • Abusive, threatening, or inappropriate language will not be tolerated

  • Legal threats, insults, or harassment may result in:

    • Communication being restricted to email only

    • No further engagement beyond order status facts

đź“ž CONTACT & RESPONSE TIMES

17. How do I contact KitNation?

📧 Email: helpkitnation@gmail.com

18. How long does it take to get a response?

  • Please allow 24–48 business hours

  • During peak periods, response times may be longer

Sending multiple emails does not speed up responses and may delay handling.