Frequently Asked Questions

Alligator Shop – Frequently Asked Questions

1. Delivery & Collection

1.1 When will my order arrive?

Production lead times for Branded Orders begin the day after your production layout has been approved. The lead time for branding is +/- 7 to 10 working days from the date of layout approval. The delivery lead time is +/- 2 to 3 additional working days as all branding is done is Johannesburg and is then dispatched to our Cape Town office or to to your advised address.

For Unbranded Orders, the lead time depends on product type, stock availability and will be confirmed once your order is processed. The lead time for unbranded orders are +/- 5 to 7 working days from the date of payment receipt.

You’ll receive a notification once your order is ready for collection or dispatch -  your account manager will confirm the expected lead time for your specific order.

PLEASE NOTE:
Display & Custom Orders are subject to specialized production and delivery lead times that are unique to our various suppliers.
The production lead time for display orders are +/- 10 to 14 working days from the date of layout approval to the date of dispatch - Display items cannot be sold as unbranded. 
The production lead time for custom orders are subject to the minimum order quantity and products being manufactured / produced - Your account manager will advise via email and on your quote the lead time for the order and in the event of delays.

1.2 Delivery and Collection Policy

Orders must be collected within 10 business days of receiving your readiness notification.
If unbranded items aren’t collected within that period, the order will be returned to the supplier and the refund process will take effect in the event there is no communication on collection or delivery advisal.

If you prefer, courier delivery can be arranged — see below for available options and pricing.

1.3 Delivery Charges and Terms

1. Standard Courier Charges

• Orders under R1250 (excl. VAT): A flat courier fee of R150 applies, if the destination is within the local or regional scop.
• Orders over R1250 (excl. VAT): Free standard courier delivery applies, unless the order qualifies as out-of-scope (see below).
  
  
  

2. Out-of-Scope Deliveries (Quoted Separately)

Free or flat-rate delivery may not apply in cases where:

• The destination is remote or outside of normal courier service areas, or
• The order includes volumetrically large or bulky items (such as water bottles, umbrellas, or bulk packs) that incur higher delivery costs.

In these cases, a custom courier quote will be provided, and delivery charges will be for the customer’s account.

3. Delivery Method and Timeframes

• Deliveries are completed via a road economy service, with an estimated 2–3 working day turnaround from the time the order is collected by the courier.
• Allow 24–72 hours from the time your order is ready at our Johannesburg or Cape Town branch, depending on your location and order size.
• Rush or express deliveries can be arranged upon request — your sales representative will provide a quote.

1.4 Important Delivery Information

• Delivery timelines are estimated and cannot be guaranteed.
• Insurance is optional and must be arranged before dispatch.
• Third-party couriers act as agents of the customer. Alligator Shop is not responsible for courier delays, loss, or damage once goods leave our premises.
• Any shortages or damages must be reported within 24 hours of delivery, supported by clear photos.
• Redelivery fees apply if delivery fails due to incorrect details or if the parcel is refused at delivery.
• We reserve the right to split shipments when necessary to expedite delivery.

2. Branding

2.1 What branding options do you offer?

We provide a variety of branding techniques to suit different materials and finishes. Each product has its own recommended branding method, and our Branding Guide offers more detail on these options.

2.2 How are branding costs calculated?

Branding prices depend on the quantity ordered, the branding technique, the number of colours, and the print size. Please be advised that pricing may differ between suppliers as all costing is subject to each branding house.

2.3 Why is branding more expensive for small orders?

A setup cost applies to all branded jobs. For smaller orders, that fee is divided among fewer units, increasing the per-item price. Larger quantities help reduce the overall unit cost.

2.4 What is a setup fee?

Setup fees cover the machine calibration, materials, and preparation required to ensure accurate branding results.

2.5 Is a setup fee charged each time?

Yes — even for repeat designs, setup fees are required to prepare the equipment for each new production run.

2.6 Why is there a redraw fee in addition to setup?

A redraw fee applies when we need to recreate your logo in a print-ready vector format. This service ensures your branding is crisp and high-quality. Setup fees cover different steps in the production process.

2.7 Can I supply my own products for branding?

To ensure quality and compatibility, we only brand items purchased directly from Alligator Shop.

2.8 How should I submit my artwork?

Artwork should be supplied in vector format (such as AI or CorelDRAW files).
If your artwork isn’t in this format, we can assist by converting it through our redraw service.

3. General Questions

3.1 How do I request a quote?

You can generate an instant quote online, or contact us directly via live chat, phone, or email for assistance.

3.2 Who can I speak to about your products?

Our knowledgeable team is available via chat, phone, or email to answer product or branding-related questions.

3.3 Where are you located?

We’re based in Cape Town, with a collection warehouse in Johannesburg for convenience.

3.4 Do your prices include VAT?

All prices listed on our website are exclusive of VAT, unless stated otherwise.

3.5 How can I become a reseller?

Interested in partnering with us? Complete our Reseller Application Form and our team will get in touch with more information.

3.6 Do you have a minimum order value?

Yes, the minimum order value is R500 (excl. VAT).

3.7 Can I view products in person?

Absolutely! Visit our showrooms in Cape Town or Johannesburg to view our range in person.
Please contact us beforehand to confirm product availability.

Please note that not all our supplier’s offer a Cape Town Showroom, in the event of this a client is advised to order samples that will be charged to the client.

4. Payments

4.1 What payment methods do you accept?

We accept a variety of secure payment methods, including credit card, instant EFT, manual EFT, Payflex, and online checkout.

4.2 Can I pay a deposit?

For branded orders, a 50% deposit is required before production begins, with the balance payable before dispatch.
Online discounts apply only to orders paid in full upfront.

4.3 Can I cancel my order?

• Unbranded orders can be cancelled within 48 hours of placement.
• Branded orders can only be cancelled prior to layout approval.

5. Samples

5.1 Can I order an unbranded sample?

Yes. Unbranded samples can be ordered online for either collection or delivery.
All courier fees for sample orders are for the customer’s account.

5.2 Can I request a branded sample?

Yes — branded samples can be arranged through your account manager by special request.

5.3 What is your sample return policy?

Unbranded samples can be returned within 7 working days for a refund or credit, provided they are unused, undamaged, and in their original packaging.
Return courier costs are for the client’s account.

NB!! Reflective Workwear such as Conti Suits’ or “Hi-Viz” products are not subject to refund/credit or to be ordered as a sample due to the reflective “tape” sewn onto and supplied as the complete garment.

NB!! Sample Clothing that has been damaged, has marks or produces an odor is not eligible for refund/credit.