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Frequently Asked Questions
Welcome to our FAQ page! We’re thrilled to have you here as part of the Tribe. Here, we’ve gathered answers to our most frequently asked questions to help you out.
Orders & Shipping
How long will it take to deliver my order?
Currently, orders are packed and shipped twice a week, on Tuesdays and Thursdays. After dispatch, typical delivery times are as follows (depending on your location):
- Cape Town and surrounds: 1-2 working days
- Main Centers: 2-3 working days
- Regional Areas: 4-5 working days
Once your order leaves our warehouse, we’ll send you an email with tracking details so you can follow your parcel’s journey.
Can I change my shipping address after placing an order?
If you realize you’ve entered the wrong address, made a typo, or need to update your postal code right after placing your order, don’t worry—we can help!
If you catch the error immediately and your order hasn’t yet shipped, please contact us as soon as possible at help@thetrailtribe.co.za or give us a call, and we’ll do our best to update it for you.
However, if your order has already been shipped, you’ll need to contact our courier directly to request a change on their end. You’ll find their contact details in the tracking confirmation email they send once your parcel is in transit.
To check if your order has shipped, please refer to the confirmation email in your inbox.
Where can I track my order?
After you’ve placed your order you can track your order by navigating to our Track your order page. Simply enter your order number and your order tracking details will be shown. Please allow 24 hours before tracking your order.
Can I change items in my order?
Unfortunately, we can’t modify an order once it’s been placed. However, if you’d like to adjust your purchase, you’re welcome to request an exchange once your parcel arrives.
Do you offer free delivery?
At this time, we don’t offer free delivery. We’ve chosen to work with trusted couriers to ensure your order arrives safely and quickly, no matter where you are. Shipping rates are calculated based on your location to keep costs fair for all our customers.
Do you ship internationally?
Currently, we only ship within South Africa, but expanding to international shipping is definitely on our radar! We’re working hard to make it possible so that our products can reach our Tribe members around the world. Stay tuned—exciting updates are coming!
What payment options are available?
We offer secure payment through PayFast, accepting both credit and debit cards for easy checkout. Plus, we’ve teamed up with HappyPay, giving you the option to split your purchase over your next two paychecks—interest-free!
Returns & Exchanges
How do I return or exchange a product?
If you’d like to return or exchange a product, simply reach out to us within 14 days of receiving your order. Make sure the item is in its original condition—unworn, unwashed, and with all tags intact. Once we’ve received your return, we’ll process an exchange or issue store credit, depending on your preference. To get started, head over to our Contact page and fill in the form, we will get back to you and guide you through the next steps.
General
Are your products only available online?
Yes, for now, our products are exclusively available online. However, keep an eye on our social media—we’ll announce any upcoming event exhibitions or pop-up stands where you can experience The Trail Tribe gear in person!
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Let’s Chat
If you have any questions regarding The Trail Tribe, contact us via the info below or simply fill out the contact form and we’ll get back to you ASAP.
Email: info@thetrailtribe.co.za
