Shipping Policy

Domestic Shipping Policy

Shipment processing time

None voucher related orders are processed within [4 business days]. 

Orders placed under the CCBB Promotion are subject to separate terms [click here to view]

Deliveries will occur during business operational hours, Monday - Friday, from 8:00 - 16:00.
Lead times are subject to change*
Due to COVID-19 delays may be expected from our suppliers* and or our shipping partners*.
If delays are incurred, communication will be done via email to provide transparency on the matter. 

Shipping rates and delivery estimates

Alpaco Catering & Equipment offers a value added service which makes use of a delivery partner to assist in keeping delivery rates as low as possible, however the rates presented at checkout are limited to items weighing less than 100 kilograms (Kg’s). Items that have a box dimension longer than one meter (1000mm) and height greater than one meter (1000mm) are subject to different rates, and will be emailed/communicated to the customer. A deposit amount will be payable at checkout and can be used to offset the final quotation given to the customer.
If the customer does not wish to make use of the quotation provided, the deposit amount paid at checkout will be refunded within 3 Business days.

Free Shipping Promotion applies to items with a shipping rate of R150 or less

Shipment to P.O. boxes or APO/FPO addresses

Items can not be delivered to P.O. Boxes, Alpaco Catering & Equipment will not take liability if incorrect shipping information is given.

Shipment confirmation and order tracking

Shipment confirmation will be sent once payment is received. An order tracking number will be sent out with the confirmation email.

Customs, duties, and taxes

Alpaco Catering & Equipment is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages

Alpaco Catering & Equipment is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier or our support team directly to file a claim. Please save all packaging material and damaged goods before filing a claim.

 
Returns Policy

PLEASE TAKE NOTE OF THE FOLLOWING POLICY. CREDITS AND RETURNS WILL ONLY BE ACCEPTED UNDER THE FOLLOWING CONDITIONS

Alpaco Catering and Equipment must be contacted within 14 days of receiving the stock, if you wish to return or replace the item.All items must be in the original packaging and as far as possible this must be damage free.All user manuals and accessories must be included in the original packaging.A 10% handling fee will be levied on all returns.Please arrange with Alpaco Catering and Equipment to have the item returned. All transport costs is for the buyers account.The item will be inspected and tested upon receipt a Alpaco Catering and Equipment.

Export Shipping Policy

1. Purpose

This policy ensures that our international customers understand when VAT (Value-Added Tax) applies and under what conditions a transaction qualifies for zero-rated VAT (0%) under South African law.

2. VAT on Local & International Sales

• Local Sales (within South Africa): Standard VAT rate — 15%.

• Exports (outside South Africa): May qualify for zero-rated VAT (0%) if SARS export conditions are met.

Not all exports automatically qualify for zero-rating.

Proof of export is required.

3. Direct Exports (Zero-Rated VAT)

If Alpaco handles the export process on your behalf (via courier, freight forwarder, or direct delivery):

Zero-rated (0%) VAT applies if:

• Goods leave South Africa within 90 days of payment or invoice date.

• Alpaco retains official proof of export, including:

  • Bill of Lading / Airway Bill / Customs SAD500 Form

  • Proof of payment from the buyer

  • SARS export clearance documents

If documentation cannot be verified within 90 days, VAT will temporarily apply at 15% and be refunded once valid proof is received.

4. Indirect Exports (Standard-Rated VAT)

If a foreign customer or their appointed transport company collects goods within South Africa:

• 15% VAT must be charged under SARS law.

• Customers may claim a refund from the VAT Refund Administrator (VRA) when exporting the goods.

Refund Process:

• The VRA operates at all major airports and border posts.

• Customers must present their original tax invoice and proof of export to claim the refund.

5. Local Purchases on Behalf of Foreign Buyers

If goods are purchased by a South African company on behalf of a foreign entity, VAT will be charged at 15% unless:

• The South African company exports the goods under its own name, and

• Provides SARS-approved proof of export.

6. Documentation Required for Zero-Rated VAT

To comply with SARS requirements, Alpaco must retain the following documents for all zero-rated exports:

• Commercial invoice and proof of payment

• Bill of Lading / Airway Bill

• Customs declaration (SAD500)

• SARS confirmation of export

• Correspondence confirming export intent

7. Timing & Processing

• Zero-rated invoices are issued only after export documents are verified.

• Where proof is pending, a 15% VAT invoice will be issued and later adjusted once export is confirmed.

• Proof must be received within 90 days of the invoice date.

8. Buyer Responsibility

The buyer or their logistics provider must ensure export clearance is completed and valid documentation is shared with Alpaco.

Alpaco cannot be held liable for VAT refunds or zero-rating disputes if these conditions are not met.

Policy Statement

Alpaco Catering & Equipment reserves the right to charge VAT in accordance with South African tax law until valid proof of export has been provided.

This ensures compliance with SARS regulations and protects both Alpaco and its customers.

[Amended - 2025/10/09]