Our Shipping Promise
At The Savanna, we understand the excitement of waiting for a taste of home or a new culinary adventure. We handle your order with the same meticulous care we use to craft our hand-sliced biltong and select our premium pantry staples. Our goal is to ensure your South African favorites arrive promptly and in perfect condition.
Order Processing & Delivery Timelines
Once your order is placed, our dedicated team springs into action:
- Order Processing: All orders are carefully packed and dispatched within 1-2 business days.
- Shipping Methods & Estimated Delivery:
- Standard Shipping (£12.95): Shipped via trusted carriers like DHL or FedEx. Delivery typically occurs within 10-15 business days after dispatch.
- Free Shipping: Available on orders over £50, shipped via EMS. Delivery typically occurs within 15-25 business days after dispatch.
Please Note: These timeframes are estimates. Delivery to global destinations (excluding Asia and some remote regions) may occasionally be subject to customs or carrier delays beyond our control.
Our Returns & Exchanges Promise
Your satisfaction is as important to us as the quality of our Boerewors and the crispness of our Biscuits & Rusks. We stand firmly behind every product we ship. If your order isn’t perfect, we’re here to make it right with a straightforward and trustworthy policy.
The Simple Return/Exchange Process
Follow these easy steps if you need to return or exchange an item:
1 Contact Us Within 15 Days
Email our friendly support team at [email protected] within 15 days of delivery. Include your order number and reason for the request. Using the template below will help us assist you faster.
2 Receive Instructions & RMA Number
We’ll respond within 1–2 business days with a Return Merchandise Authorization (RMA) number and clear instructions for sending the item back to our warehouse.
3 Pack & Ship the Item
Securely pack the unused and unopened item in its original packaging (if possible). Clearly write the RMA number on the outside of the package and ship it to the address we provide.
4 Inspection & Resolution
Once received, our team will inspect the item. Upon approval, we will process your refund or ship your replacement within 3–5 business days.
Return/Exchange Request Email Template
To expedite your request, please use this template:
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 precision we use to vacuum-pack our Chilli Chutney Biltong.
- Timing: After your return is received and approved, we process the refund within 3–5 business days. Please allow an additional 5–10 business days for the refund to appear in your original payment account, depending on your bank or provider.
- Method: Refunds are issued only to the original payment method used at checkout (Visa, MasterCard, JCB, or PayPal). Original shipping costs are non-refundable unless the return is due to our error.
Important Exceptions: Non-Returnable Items
To ensure the safety, quality, and artisanal integrity of our specialized foods, the following items cannot be returned or exchanged unless they arrive damaged or incorrect:
- All Perishable & Food Safety Items: This includes our entire range of BILTONG & DROËWORS (Biltong Bites, Chunks, Chilli Chutney Biltong, Cracked Black Pepper Biltong), BOEREWORS, BUTCHERY items, and all other fresh or cured meats.
- Opened or Partially Consumed Food Products: Any food item where the original packaging seal has been broken.
Why this policy? 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 or quality for resale. This strict policy is a core part of our commitment to delivering the premium, authentic South African experience you expect from The Savanna.
Friendly Notes & Global Orders
- Exchanges are subject to product availability.
- For damaged or incorrect items, we may kindly request photos to help us resolve the issue quickly and improve our processes.
- Return shipping costs are the customer’s responsibility unless the error was on our part.
- For our valued international customers, please allow extra time for returns to reach our warehouse at 1040 West 27th Avenue, Anchorage, US 99503.
Questions? We’re Here to Help.
Our team, stewards of true South African hospitality, is ready to assist you with any queries about shipping or returns.
Email: [email protected]
Returns Address: 1040 West 27th Avenue, Anchorage, US 99503