We do our utmost here at Billy Tong to keep our prices stable. Sometimes, however, factors outside our control mean we have to make changes. We’ll do our very best to ensure our customers know of any changes, but our prices are subject to change without notice.
The date of dispatch is used in establishing the final price for our customers.
Should our prices change from the time of order to the time of dispatch, we will give our customers the option to cancel their order or proceed.
As we usually dispatch within 3 to 5 working days of receiving an order (sometimes this can be as short as 24 hours but see the section on delivery for full description), we don’t envisage price changes being an issue for our customers, but we felt the need to mention it.
Any errors or omissions in our literature or found within the Billy Tong eCommerce store will be subject to correction without any liability on the part of the Company.
You can place an order on our website store at any time, day or night (unless our fabulous tech guys are making changes or updates, in which case we’ll be apologising profusely and placing them under extreme pressure to get us back online).
Our biltong and droewors are made in smaller batches to ensure the consistency of quality is maintained, and to a standard our customers come to expect. That’s the upside. The downside is that sometimes there might be an extra day or two to wait until your order is ready to ship.
Orders placed before 11 am stand a higher chance of being delivered within three working days. Generally, we aim to have all orders dispatched within a maximum of 5 working days of receipt. In most cases, as previously mentioned, orders are ‘out the door’ within three working days. If there is a likelihood of additional delay, we will advise you using either the email or telephone number you have provided.
Saturday Deliveries: All our prices included free shipping within the UK Mainland from Monday to Friday. Highlands & Islands, we charge £5.50 for delivery. We can provide Saturday before 1 pm deliveries to many parts of the UK, but we would require the order to be received by us by 11 am on a Wednesday. This would require an additional surcharge to be paid before dispatch. Highlands & Islands, we can only do weekday deliveries.
Needless to say, online or phone payments by Credit/Debit card are to be made before the dispatch of orders and are only accepted (for now) in UK £’s.
We utilise a third-party shopping cart partner, Stripe, to accept all debit and credit card payments. Therefore, we do not hold any personal card details on our servers. This is all handled by Stripe, who use state-of-the-art encryption to protect your details. They may use additional security checks in order to protect you from any fraud.
We can’t, for one moment, imagine why you’d want to cancel an order for our fabulous biltong products. But then again, we know that life can throw us a curveball now and then. So, if you need to cancel your order, it obviously needs to be done before dispatch; otherwise, a cancellation request cannot be entertained.
That said, accepting the cancellation will be at the discretion of Billy Tong and may be subject to an administrative charge. We’re a good bunch of people here at Billy Tong, and we’d hate to be doing that, but we thought we should cover ourselves in case of events outside of our control.
Firstly, it pains us to say this, but we normally cannot accept any amendment to delivery instructions once the order has been placed on our Ecommerce store. However, if you do have to change it, either drop us an email at firstname.lastname@example.org or use the contact form on this website. Please state your order number and the changes you’d like. We will do our utmost to accommodate your request, but we cannot provide any guarantee that we can action this in time before dispatch.
As mentioned in our ‘Prices’ section above, we usually aim to dispatch within 3 to 5 working days of receiving an order. This can frequently be as quick as 24 hours but is dependent on the stock held for your order.
We are, of course, fully aware that our customers want their product as soon as possible (it’s fantastic, so we don’t blame them!). As a customer-focused company, it’s essential to us that the delivery of the product is timely on all occasions. However, these times should not be construed as a contractual commitment, as many factors outside of our control can create a delivery delay.
We use a mix of delivery organisations to fulfil the delivery of our product, and these will include Royal Mail and courier companies.
Factors that influence delays can include payment clearance, transport issues such as inclement weather conditions, road closures and leaves on the tracks (tongue in cheek, but we still find that hilarious!), system failures to do with computers and the internet, and yes, good ole human error. Billy Tong cannot accept liability for direct or consequential loss or damage caused by said delays.
Because of the perishable nature of our products, timely delivery is essential. For any orders that we ask the Royal Mail to deliver, we will, where possible, dispatch in a form that will allow delivery into your post box, thus removing the need for a signature.
However, because of the nature of the product, this is not always possible, and some Royal Mail deliveries require someone to accept the package. If not, it will be returned to their sorting office for collection by the customer. We advise claiming your goods as soon as possible because of the shelf life of the product.
Couriers can be more flexible and may leave parcels in a safe place or with a neighbour. However, it is, of course, up to the driver’s discretion as he will take the blame for ‘non-delivery’ in the event it goes missing. Please be aware that if there is no one to accept delivery and it is left elsewhere, no liability is accepted for their loss or damage.
In the rare case that a re-delivery has to be attempted, there may be an additional delivery charge levied by the delivery organisation. This is outside of our control and will not be accepted as a reason to cancel the order.
Sometimes, it might be more prudent to deliver your order to a work address. This comes with a warning, be prepared to have it all consumed by your work colleagues before you leave for home!
The overriding concern in all of this is to be aware of the shelf life of the product. The ‘Best Before’ date is guidance, and in our experience, our biltong is eaten well before that date arrives!
‘Best Before’ also relates to correctly storing the product once it arrives. ‘Steaming hot’ days are not conducive to keeping biltong fresh, so it is essential to store your biltong in a cool place when necessary.
DAMAGES, SHORTAGES, LOSS IN TRANSIT
If you have not received delivery within 96 hours of placing the order (weekends accepted), please email us at ‘email@example.com’
If your order arrives so damaged it’s impossible to enjoy, then we must be notified within 24 hours of receipt by email to firstname.lastname@example.org.
In this age of digital phenomenon, we might ask you to provide images taken with your smartphone to be sent to the same email address. The contents and packaging MUST be held for inspection by us.
PLEASE DO NOT JUST SEND YOUR PRODUCT BACK TO US WITHOUT CONTACTING US USING THE EMAIL ADDRESS STATED.
A returns reference number is essential, and we’ll provide this to you before any product is returned. We will pay for the return of the faulty goods. Complete satisfaction with our product and service is our ultimate game plan. We will either replace the biltong order or offer you a complete refund.
Finally, please note that our refund policy only extends to a product that simply cannot be consumed due to damage or non-delivery. It does not extend to the product being outside of its shelf life due to delays in delivery that were of no making by Billy Tong.
COMPLAINTS (we do our utmost to avoid them!)
We’ll deal with complaints in a timely and fair manner at all times, but refunds or replacement orders will be made at the discretion of the Billy Tong management. We do understand, of course, that not everything goes 100% right all of the time. We will work with our customers to resolve things and hopefully come to a mutually satisfactory conclusion. Notifying us as quickly as possible helps us bring a happy ending. All we ask is that you work with us to achieve this before deciding to go off to social media and vent your frustration (this shouldn’t happen as we always stand by our products, and we’re nice guys to do business with!).
After all that – enjoy our product.
The Billy Tong Team