At The Savanna, we take as much care in crafting your satisfaction as we do in hand-selecting our authentic South African flavors. If your order isn’t perfect, we’re here to make it right.

Our Promise to You

We stand behind the quality of every product we ship—from our handcrafted Biltong & Droëwors to our pantry staples and Braai Essentials. If an item arrives damaged, is incorrect, or doesn’t meet your expectations, we will gladly arrange a return or exchange within 15 days of delivery. Our policy is designed to be as straightforward and trustworthy as our Boerewors is flavorful.

The Simple Process

  1. Contact Us Within 15 Days
    Email our friendly support team at [email protected] with your order number and reason for return/exchange. Please use the template below to ensure we have all the details we need.
  2. Receive Instructions & RMA Number
    We’ll respond within 1–2 business days with a Return Merchandise Authorization (RMA) number and instructions for shipping the item back to us.
  3. Pack & Ship
    Securely pack the unused/unopened item in its original packaging (if possible) and include the RMA number on the package. Ship it to our address (provided in the instructions).
  4. Inspection & Resolution
    Once received, our team will inspect the item. Upon approval, we will process your refund or ship your replacement/exchange within 3–5 business days.

Return/Exchange Request Template

To help us assist you quickly, please copy and paste the template below into your email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Savanna Team, I would like to request a [return / exchange] for my order placed on [Order Date]. Order Number: [Your Order Number] Product(s) to Return/Exchange: [e.g., 1x Biltong Chunks – Original, 1x African Foods Chutney] Reason: [e.g., Damaged on arrival / Incorrect item received / Not as expected] I have read and understand the Returns & Exchanges Policy. My preferred resolution is: [ ] Refund to original payment method [ ] Exchange for: [Please specify product and variant] [ ] Store credit Please provide the return instructions and RMA number. Thank you, [Your Full Name] [Your Shipping Address] [Your Email Address]

Refunds: Timing & Method

We process refunds with the same care we use to vacuum-pack our Chilli Chutney Biltong.

  • Timing: Once your return is received and approved, refunds are processed within 3–5 business days. Please allow 5–10 business days for the refund to appear in your original payment account, depending on your bank or payment provider.
  • Method: Refunds are issued to the original payment method used at checkout (Visa, MasterCard, JCB, or PayPal). Shipping costs are non-refundable unless the return is due to our error.

⚠️ Important Exceptions: Non-Returnable Items

To ensure the safety and quality of our artisanal foods, the following items cannot be returned or exchanged unless they arrive damaged or incorrect:

  • Perishable & Food Safety Items: All BILTONG & DROEWORS (including Biltong Bites, Chunks, Chilli Chutney, Cracked Black Pepper variants), BOEREWORS, BUTCHERY items, and other fresh or cured meats.
  • Opened/Consumed Food Products: Any food item where the original packaging has been opened or the product has been partially consumed.
  • Personal Care & Hygiene Items: (Note: Based on the current menu, these are not listed, but this clause covers any future additions.)

Why? Our Biltong, Droëwors, and Butchery products are handcrafted and sensitive to temperature, handling, and storage. Once they leave our controlled environment, we cannot guarantee their safety for resale. This policy mirrors our commitment to the premium quality you expect from The Savanna.

Friendly Notes

  • Exchanges are subject to product availability.
  • For damaged or incorrect items, we may request photos to expedite the process.
  • Return shipping costs are the customer’s responsibility unless the error was ours.
  • For orders shipped globally, please allow extra time for international returns to reach our warehouse in Anchorage, US.

Questions? We’re Here to Help.

Our team, stewards of true South African hospitality, is ready to assist you.
Email: [email protected]
Address: 1040 West 27th Avenue, Anchorage, US 99503

Thank you for trusting The Savanna to bring the taste of South Africa to your doorstep.

© The Savanna | Bringing South Africa to Your Doorstep.