Shipping policy

Last updated: 11 August 2026

This Shipping Policy applies to products purchased from the Falcon Crest Group (Pty) Ltd online store, trading as FCG Products (“FCG”, “we”, “us” or “our”).

1. ORDER CONFIRMATION AND PAYMENT

Adding a product to your shopping basket does not reserve the product or secure the purchase.

Payment secures the purchase, subject to successful payment verification, product availability and acceptance of the order by FCG.

For manual electronic bank transfers, the order will only be secured once the full cleared payment reflects in FCG’s nominated bank account. A proof of payment alone does not constitute cleared payment.

Orders will not be prepared or dispatched until payment has been received and verified and all required order and delivery information has been provided.

2. LEAD TIME

Our standard lead time is 7–14 working days, unless a different lead time is displayed on the product page, quotation or order confirmation.

The lead time begins on the first working day after:

  • Full cleared payment has been received and verified;

  • The order has been accepted by FCG; and

  • All information required to process and deliver the order has been received.

Working days exclude Saturdays, Sundays and South African public holidays.

The 7–14-working-day period is an estimate and may vary depending on product availability, manufacturing or assembly requirements, order volumes, supplier delays, the delivery location and courier operations. We will contact you if we become aware of a material delay affecting your order.

3. DELIVERY AREAS

We deliver to physical addresses within South Africa that are serviced by our selected courier providers.

Some farms, estates, mines, industrial sites, remote areas or locations with restricted access may require special delivery arrangements or attract an additional delivery charge. We will contact you if this applies to your order.

We do not deliver to PO boxes.

International delivery is not available through the standard online checkout unless expressly confirmed by FCG in writing. Customers requiring delivery outside South Africa should contact us before placing an order.

4. SHIPPING CHARGES

Applicable shipping charges will be displayed during checkout or communicated to you before your order is confirmed.

Shipping charges may be calculated according to:

  • The delivery address;

  • Parcel size and weight;

  • The number and type of products ordered;

  • Whether the location is regional, remote or subject to restricted access; and

  • Any special handling or delivery requirements.

Installation, programming, technician travel and site-access equipment are not included in the shipping charge unless expressly stated.

5. DELIVERY ADDRESS AND CONTACT DETAILS

Customers are responsible for providing a complete and accurate:

  • Recipient name;

  • Physical delivery address;

  • Postal code;

  • Contact number; and

  • Relevant building, estate, security or access instructions.

Please check these details before completing payment. If you identify an error, contact us immediately. We cannot guarantee that an address can be changed after an order has been prepared or dispatched.

FCG is not responsible for delays caused by incorrect or incomplete information supplied by the customer. Reasonable costs arising from an address correction, failed delivery or redelivery may be charged to the customer where permitted by law.

6. ORDER TRACKING

Where tracking is available, the courier information or tracking number will be sent to the email address or contact number supplied with the order.

Tracking information may take time to update after the parcel has been collected by the courier.

If you have not received tracking information and reasonably believe your order should have been dispatched, please contact us with your order number.

7. DELIVERY AND RECEIPT

Deliveries will generally take place during the courier’s standard operating hours. Someone must be available at the delivery address to receive the parcel where a signature or confirmation of delivery is required.

A parcel received by an employee, receptionist, security officer, household member or another person reasonably present at the supplied address may be treated as delivered to the customer, subject to applicable law.

Please inspect the parcel as soon as reasonably possible after delivery. Do not accept a parcel that appears to have been opened or severely damaged without first noting the damage with the courier, where reasonably possible.

8. FAILED DELIVERY AND REDELIVERY

A delivery may be unsuccessful if:

  • Nobody is available to receive the parcel;

  • The address or contact information is incorrect or incomplete;

  • The courier cannot obtain safe or authorised access to the premises; or

  • The recipient refuses delivery without a legally valid reason.

The courier may attempt redelivery, contact the customer or return the parcel to FCG. Any reasonable redelivery or return charge caused by incorrect customer information or an unavailable recipient may be payable by the customer where permitted by law.

9. DELAYS OUTSIDE OUR CONTROL

Delivery may be delayed by severe weather, road closures, courier disruptions, industrial action, public holidays, load-shedding, civil unrest, natural disasters, supplier interruptions or other events outside our reasonable control.

We will take reasonable steps to assist with delayed deliveries and will inform you if we become aware of a material delay. Your rights under applicable South African consumer law remain unaffected.

10. DAMAGED, MISSING OR INCORRECT ORDERS

If your parcel arrives damaged, incomplete or incorrect, please contact us as soon as reasonably possible and provide:

  • Your order number;

  • The delivery date;

  • A description of the problem;

  • Photographs of the parcel, shipping label, packaging and affected product; and

  • Your contact details.

Please retain the product and all original packaging while we investigate the matter. FCG may request additional information or arrange an inspection, collection or return.

Where the customer is legally entitled to a remedy, FCG will provide the applicable repair, replacement, redelivery or refund in accordance with the Consumer Protection Act and our Refund Policy.

11. LOST PARCELS

If tracking indicates that a parcel has not progressed or may be lost, please contact us so that we can investigate with the courier.

A parcel will only be treated as lost once this has been reasonably confirmed through the courier’s investigation. Where FCG remains responsible under applicable law, we will arrange an appropriate replacement or refund.

12. COLLECTION

Collection is available only if offered during checkout or confirmed by FCG in writing.

Customers must wait for confirmation that an order is ready before attempting collection. Proof of order and reasonable identification may be required. Collection times and arrangements will be provided separately.

An order that is still being prepared will not be available for early collection merely because payment has been completed.

13. RISK AND OWNERSHIP

Risk in the products will pass in accordance with applicable South African law. Nothing in this Shipping Policy transfers risk to a consumer earlier than permitted by the Consumer Protection Act or the Electronic Communications and Transactions Act.

Ownership of the products will not pass until FCG has received full cleared payment.

14. RETURNS

Returns, exchanges, cancellations and refunds are governed by our Refund Policy, Terms of Service and applicable South African consumer law.

Please contact FCG before returning a product. Products should not be sent back without receiving the appropriate return instructions.

15. CONTACT US

For shipping or delivery enquiries, please contact:

Falcon Crest Group (Pty) Ltd, trading as FCG Products
Email: info@fcgbirdcontrol.co.za
Telephone: 076 272 3557
Physical address: 51 Maitland Street, Blanco, George, 6529

Please include your order number when contacting us about an existing order.