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FAQ'S
Online Orders
How do I place an order?
The fastest way is to search for the item, click the Buy Now button, and add it to your shopping basket. Click Add More if you need to increase the quantity. Once you are happy with your shopping basket, click Go to Checkout.
You are also welcome to email sales@thequartermaster.co.za, call 087 056 3630, WhatsApp/Telegram your order to 082 310 3708, or pop into our walk-in store.
How do I make payment?
We offer various payment options at checkout:
- Debit or credit card via the PayFast application.
- Pay by EFT. Once you place your order, you will automatically receive an email with our banking details. Please use your online order number as the payment reference.
- MoreTyme lay-buy option.
- You can also pay with cash or card in-store.
If you make a cash deposit payment, please ensure you include the bank charges for cash deposit transactions.
Please use the system-generated order number as your bank reference number when making payment.
Once payment confirmation has been received, we will prepare your order for delivery. Orders will not be dispatched until full payment has been received. If an order is not paid immediately, the system will not automatically reserve the goods, and another customer may purchase the item.
What type of payment methods do you accept?
We offer different payment options:
- Credit or debit card via the PayFast application.
- EFT payment.
- MoreTyme lay-buy option.
- Cash or credit card in-store payment.
For more information about our lay-buy payment method and process, click here.
Shipping
What are your shipping times?
Mostly a maximum of 5 working days nationwide, but more often than not it is 24–72 hours.
Obviously, this is South Africa and strikes, potholes, hijackings and blackouts all have a vote. But we do our best to take responsibility for your parcel until you receive it.
We use TheCourierGuy and Fastway and are happy to make use of other couriers if requested by the customer.
We start to process your order for dispatch as soon as received. You then receive email and SMS updates as your parcel travels to you.
We would ask that you send us a confirmation that you have received your parcel so we can be sure you got it and all is in order.
What are your Shipping Costs
We charge a flat rate of R110 per package, no matter the distance or size of the box, to all areas within South Africa.
Can I track my order?
As stated: We will send you the waybill/tracking number once your parcel is ready for dispatch/collection, along with the link where it can be tracked.
TheCourierGuy: www.thecourierguy.co.za
Fastway: www.fastway.co.za
Additionally, we have an app that will send you SMS updates as your parcel travels to you.
Should there be a problem, please alert us at sales@thequartermaster.co.za, call 087 056 3630, or WhatsApp/Telegram 082 310 3708, quoting your invoice number or waybill number.
We take responsibility for your parcel until you receive it.
Kindly pop us a message to confirm when you receive your parcel.
International Shipping
How does international shipping work at TheQuarterMaster?
We’ve partnered with a freight consolidator to keep international shipping costs as low as possible. Once you place an order, we calculate the shipping cost based on the size and weight of your parcel. We’ll then send you a quote along with a payment link. After payment is confirmed, we’ll ship your parcel, provide you with a tracking number, and delivery typically takes about 5 working days, as long as customs do not hold things up on the other side.
Are there restrictions on what can be shipped internationally?
Yes, it’s super important to make sure that the items you’re ordering are legal in your country and comply with courier regulations. For example, couriers like DHL, FedEx, and UPS don’t allow the shipping of firearm parts or accessories. Please double-check before ordering to avoid any issues.
Who handles customs duties and import regulations?
The customer (that’s you) is responsible for any customs duties, taxes or fees in the destination country, as well as ensuring the products meet local regulations. We’ll get the gear to you, but navigating customs is up to you.
What should I do if I have questions about shipping?
Got a question? No problem! You can reach us at sales@thequartermaster.co.za or send a WhatsApp to +27 83 310 3708. Our team is here during regular working hours to help you out.
Returns & Exchanges
What is your Return and Exchange Policy?
-NO REFUND POLICY effective from 15 Nov 2021.
We are however happy to exchange your item for an alternative product. Should you not find a product at the time of your return, we will issue a credit note which can be used to purchase a The Quarter Master product at a later stage.
There are several sections in the Consumer Protection Act that allow goods to be returned, but it is important to note that there is no general right of return. For example, when a consumer buys an item from a store and the next day regrets spending the money or simply does not like the item, the consumer cannot return the item for a refund. Some retailers do allow this, but it is not a consumer’s legal right to do so.
As stated above, The Quarter Master is happy to issue a credit note to our clients that can be used in-store at a later date.
Please click the link below where a South African law firm explains, in simple terms, the rights of the consumer and supplier (as per the South African Consumer Protection Act)
https://visagievos.co.za/2021/06/04/when-is-a-consumer-entitled-to-a-refund/
- The Quarter Master has a 30-day return policy, which means you have 30 days from the invoice date to request a return (for a credit note) or an exchange.
- To be eligible for an exchange or return, the product must arrive at our store in the original The Quarter Master box, undamaged and unworn.
- A damaged product returned to The Quarter Master due to inadequate protective packaging will not be credited at the full value at which it was bought. Please ensure that the The Quarter Master product box is wrapped in plastic and sealed. Courier labels must be placed on the outer wrapped packaging.
- A R20 levy will be deducted when the exchange or credit note is processed for damaged product boxes.
- Returns and exchanges will be done to the value of the shoes, less the courier costs.
- The return and exchange process will start once the product is back in-store.
- The Quarter Master is not responsible for the courier fee to return and/or exchange a client product.
Courier Return Fee: R110
Courier Exchange Fee: R220
CLEARANCE SALE ITEMS & RETURNS
Items on clearance sale CAN NOT be returned or exchanged. Please ensure that you select the correct shoe size before payment.
Please contact our store to start the return or exchange process via WhatsApp on 069 195 9291.
What is your Policy on Product Defects?
PRODUCT DEFECT POLICY
- The Quarter Master will inspect each product for any quality defaults and will not send a product out unless we are certain that the product is up to standard. Should you find a default and it is the last of its kind in store, we will notify you of the defect before the product is sent out, to get your consent or advise of the next step.
- If you do receive a product with a defect which was missed by our team before shipment, please notify us of any defect found in your new product, within 3 days of delivery, in writing with photos of the product attached.
Keep in mind that our products are handmade, and each item is unique.
PRODUCT DEFECT POLICY ON USED & WORN PRODUCTS
- Our defect warranty period is valid 21 days from invoice date. We cannot be held liable for defects after this period.
- We are proud of the quality leather and workmanship of our products.
Defect products will be inspected to determine if the product can be repaired. A repair lead time will be communicated with you.
Should we find that the product cannot be repaired, we will replace the product with the same or a similar product.
Product replacements will be at the full discretion of The Quarter Master, and a client will not have the right to decide if a product is to be replaced or repaired.
- Please note that damage to our products because of excessive wear, or by not taking the correct leather care steps, will NOT be considered for repair or replacement.
- Please notify us in writing with photos of the defect product attached to the email as soon as the fault is noted, but within the 30-day period.
Each case will be handled individually.
We would like to ensure that our clients have a great buying experience.
Can I refund a custom order?
Unfortunately, custom / personalised orders cannot be returned for a refund or exchanged, due to the nature of the specific order, which we won’t be able to resell.
Lost Items
Once your order has been dispatched from our premises, The Quarter Master can no longer be held liable for any loss or damage to the item.
If the courier company misplaced your package, and we have evidence to prove this, The Quarter Master can submit a claim to reimburse the value of the package up to R1000.
If the claim is not approved, The Quarter Master cannot be held responsible for such loss, and the replacement of the goods ordered from us will then be at the cost of the client.
LAY-BUY WITH MORETYME
- Buy now, Pay Later with MoreTyme Bank
- Pay in 3 interest Free Instalments
- Buy with MoreTyme in 4 simple steps
All you need is a verified TymeBank account and the TymeBank app.
There’s no paperwork and sign-up are free.
Sign up here with MoreTyme: www.tymebank.co.za
How to order from our website with the LayBuy option payment plan
ABOUT
We offer a wide range of products and
advice to help you enjoy your outdoor
activities to the fullest.
VAT No: 4840293080
CONTACT
Telephone: +27 87 056 3630
Email: sales@thequartermaster.co.za
Comments Whatsapp / Telegram: 082 310 3708
LOCATION
21 Thornton Road,
Westdene
Johannesburg
2092
(Corner of Thornton and 5th Avenue)
BUSINESS HOURS
Monday 9:00 – 15:30
Tue – Fri 9:00 – 15:00
Sat – Sun Closed
QUICK LINKS
We offer a wide range of products and
advice to help you enjoy your outdoor
activities to the fullest.
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