Q & A
Q: How do you register to view prices on the website?
A: It’s easy, just follow the following steps:
- Click on ‘register’ on the top right corner
- Click on ‘No account? Create one here’ button
- Complete the form with all your details
- Last step, click on the ‘save’ button
Q: Are you an online company only or do you have a showroom?
A: We are both an on-line e-commerce website and we also have a showroom. CaterWeb’s physical address is :
56 Heidelberg Road
City & Suburban
Q: Do you deliver nationwide or only in Gauteng?
A: Good news is that we deliver nationwide and we offer competitive rates that vary according to weights and dimensions and where we need to deliver to.
Q: Can I pay online?
A: Yes, but through eft only.
Q: Do you keep in touch?
A: Yes we do. When you register your email is automatically entered into our main database so that you can receive weekly newsletters, promos and special offers to keep you up-to-date so you never miss out.
Q: May we collect from Caterweb?
A: You can choose to collect your order from Caterweb in Johannesburg or alternatively send your own courier to handle collection and delivery of your order.
In stock, can be dispatched immediately:
Q: How long should my order take to be delivered?
A: Leaves Caterweb: Within 48-72 Hours
Transit Times: (Once leaving Caterweb)
Within Johannesburg: Same Day
Outside Johannesburg: 2-3 Working Days
Q: When do you deliver?
A: Our couriers generally deliver from Monday to Friday between 08h00 - 12h00 and 14h00 – 1600.
Q: Can you deliver after hours, on weekends & public holidays?
A: Unfortunately not.
Q: Why might your order be delayed?
A: We’re taking a conservative approach with our delivery estimates for the time being, while some parts of our supply chain are still dealing with effects of the lockdown, these include suppliers and manufactures of a wide range of products in high demand.
We’re always doing our best to get orders out quickly and safely, within the estimated timelines that we give to you, and we’ll always try to let you know if something affects the delivery of your order.
Q: What safety precautions are we taking to fight the spread of Covid-19?
A: We’re following specific protocols to prevent the spread of coronavirus, and keep our teams, our couriers, and our customers safe.
In all our workplaces
We’ve supplied cloth masks to all team members not working from home, which are to be worn at all times while at work.
We’re screening all team members for any Covid-relevant symptoms at the start of every shift, and recording their temperatures throughout the day
We’re practising social distancing throughout the day, and have staggered our break times to make sure fewer people are using common spaces at any one time
We’re disinfecting all workstations and common areas regularly, and enforcing regular hand washing and sanitising
We’re limiting the number of people allowed inside our showroom and sales office
Our couriers will stay a minimum 1.5-metre gap from you.
Our staff sanitize before and after each delivery / collection
We are advising customers to please
Wear a cloth face mask when receiving your delivery
Disinfect your received parcels and products before opening or handling them, and to
Wash your hands immediately after receiving and opening a new parcel, before touching anything else.
Q: Where is my order?
A: Go to Your Orders and select the relevant order from your list of current and previous orders will appear.
The status of your order will show on this page.
Q: How long will my order take?
A: Approximately 3 - 5 working days if not a manufactured item as manufactured items take longer to manufacture, but also depends on where you have asked us to deliver to and the availability of the products you've ordered.
Q: My order hasn't arrived, where is it?
A: You can track the status of your order here. The different statuses are as follows:
Inactive cart: You have not completed the checkout process on this order.
Current Cart: Your cart has not been checked out and completed.
Order placed: We have received your order but we have not yet received payment.
In Progress: We have received your payment and are processing your order.
Paid/Picking: Our warehouse team is getting your order ready to be dispatched.
Ready to ship: Your order is being packed and will be dispatched today.
Sent to courier: Your order has left our warehouse and has been scanned out with our couriers.
Delivered: Your parcel has been delivered and signed for according to the proof of delivery captured by our couriers.
Q: Can I collect my order?
A: You can choose to collect your order from our offices in Johannesburg by selecting the "Collect from Caterweb" delivery option at Checkout.
Q: How will I know when to collect my order?
A: We will send you a notification or contact you to let you know that your order is ready for collection. Simply present your tax invoice to one of our sales assistants when collecting your order. (Collection orders cannot be picked up before this notification has been sent.)
Once you've received a notification from us that your order is ready for collection, you can collect from our premises during trading hours.
Q: Can you courier my separate orders together?
A: We cannot courier two separate orders together. Each order is packed separately, however, if your orders leave us at the same time they should be delivered at the same time.
Q: What is Caterweb’s Return Policy?
A: You may exchange most of our products in their new, unopened condition within 7 days of delivery for a different item, or full refund, however there is handling fee to cover returns. Please see our return’s policy on how to return an item.
Q: Where to find a serial number?
A: Serial numbers can be tricky to spot sometimes. Here are the three most common places to find them.
- Serial numbers are often found on the bottom of your product.
By the power cable
- Toasters, kettles and small appliances usually have them here.
On the packaging
- If you still have the packaging, this is a good place to look.
Q: How will I know that my refund has been processed?
A: We will send you an email with Proof of Payment attached notifying you of your refund as soon as it has been processed.