Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
What is Stockup?
Stockup is a technology driven business. We facilitate on-demand and scheduled delivery of beverages, select food items, groceries and other home essentials, across main centers in South Africa.
Using technology, we help consumers to shop for “whatever they need” in the comfort of their home, office or on-the-go with the assurance of receiving it within 60 minutes or at a scheduled time slot that is convenient to them.
Stockup connects you with our network of retail partners or personal Stockup shoppers who will collect and deliver your choice of products to you. Stockup is not a retailer of any merchandise, we merely provide the technology that brings you the convenience to order what you want, when you want.
Can I order from more than one shop at a time?
Yes. You can browse through the different products from different stores that are available to deliver in your location. In certain instances, if your choice of stores are more than 2 kilometers apart, we charge a little more (up to R40) for the delivery, but it will still be much cheaper than placing 2 separate deliveries.
What hours of the day and days of the week can I use Stockup?
Stockup deliveries are made during the operating hours of the relevant suppliers that serve your locations. When you open your app you will see which stores are open and which are closed at any given time.
The standard operating hours for most retail partners are as follows:
Monday to Friday – 9am to 8pm
Saturday: 9am to 7pm
Sunday: 9am to 5pm
We deliver on some public holidays, please check our website or app for more information.
I entered my address and received a notification that Stockup does not cover my area, when will I be able to use Stockup?
Unfortunately, this means we do not provide ASAP on-demand deliveries in your area yet. However, you may still be able to order items for “No Rush” scheduled delivery. Our website allows you to search products that are available only for “No Rush” you can make your selections there.
How long will it take to receive my ASAP order?
An average order takes 30 – 60 minutes to pack, collect and deliver it to your doorstep. Should there be any delays that are out of our hands Stockup will keep in constant contact with you so you are aware of your order progress.
Can on-demand orders be combined with scheduled “no rush” orders?
Yes you can combine the orders as follows:
If your order includes both on-demand products and “no rush” scheduled products, you will be given the option to combine them into one scheduled delivery on a future day.
Alternatively, you can have the on-demand products delivered within one hour and schedule the “ no rush” items to be delivered later, however, please note if you choose this option you will incur separate delivery fees for each respective delivery.
In the Republic of South Africa it is illegal to sell alcoholic products to persons under the age of 18 years. Stockup will therefore not sell any alcoholic product to any person who is not 18 years of age, nor will the products be delivered should the person taking delivery not be able to show valid identification with proof of name and birthdate (identification documentation / passport). You may not access the “Drinks” section of the Stockup app or website and may not accept the Stockup Terms & Conditions if you are: under the age of 18. Stockup reserves the right to cancel the alcohol-related portion of your order, if the legal requirements are not met. Please see our Terms & Conditions for more information.
Can I track the delivery?
Yes! After you submit your order you will receive an SMS and/or In-App notification with information of how to track the driver, in real time as they are bringing your order to you. Once the courier has picked up your Stockup order, you will see their location on a map. You can contact the courier at this point by calling or SMS. Feel free to let the courier know if you have any special instructions for reaching you at the dropoff (e.g. special instructions about entering the estate, specific floor to park, if you have a gate code, etc).
Can I deliver to another address other than my own address?
Yes. As long as we have coverage in that area we will deliver. The app or website will always prompt you to enter the delivery location at the beginning of your browsing or shopping session.
Can I change or cancel my order once I have already paid?
After the first 3 minutes before your order is accepted by the retail store, unfortunately you cannot change your order. Please see our Terms & Conditions for more information.
What happens if I receive the wrong order items?
We apologise for any human error that may occur and inconvenience you in this way. Should you ever find that you have received the wrong items, please notify our Customer Service team immediately on 087 550 1902 or email us [email protected].
Can I return the order?
Once an order has been delivered in good condition we cannot accept returns. Please see our Terms & Conditions for more information.
What happens if I am not home when the order arrives?
If you are aware that you may not be at the delivery location please contact our customer service immediately so that you can arrange an alternative time for delivery. If our driver has attempted to deliver your order and you are not home, you will be charged a delivery fee for them to come back at a more convenient time.
Please see our Terms & Conditions for more information.