Frequently Asked Questions (FAQ)

Sandtoner is an interactive e-commerce platform offering a unique live video shopping experience. Discover products showcased in real-time by hosts and merchants, ask questions, and make purchases, all within a vibrant community.

1. Go to the "Sign In" or "Register" option, usually found in the top bar of our website or app.
2. Look for "New customer?" or a similar prompt and select "Start here" or "Create Account."
3. Follow the prompts to enter your information (e.g., name, email address, and create a password).
   • If using your mobile number, you may receive an SMS with an OTP (One-Time Pin) for verification.
   • If using an email address, you may receive an email with an OTP for verification.

You can often browse live streams and some product information without an account. However, to make purchases, interact in live chat, save favorite items or streamers, view your order history, and manage your preferences, you must create a free Sandtoner account.

On the login page, click the "Forgot Password?" link. Enter the email address associated with your Sandtoner account, and we will send you instructions on how to reset your password.

Log in to your Sandtoner account and navigate to the "My Account," "Profile," or "Settings" section. From there, you can update your personal details, shipping addresses, payment methods, and communication preferences.

1. Once your order is shipped, you will receive a shipping confirmation email containing a tracking number and a link to the carrier's website.
2. You can also find tracking information in the "Order History" or "My Orders" section of your Sandtoner account. Select the order you wish to track and click on "Track Package."

We partner with various trusted carriers to deliver your orders. Specific carrier information will be provided in your shipping confirmation.

1. Sometimes there can be a delay in updates to the tracking database by the carrier. Please allow some time for it to update.
2. Orders from some third-party marketplace sellers on Sandtoner may have limited or no direct tracking through our system if they use their own shipping methods. In such cases, please refer to the shipping information provided by the seller or contact the seller directly via the "Message Seller" feature.
3. If your estimated delivery date has passed and your tracking information hasn't changed, please contact Sandtoner Customer Support for assistance.

1. Check the delivery address: Confirm the delivery address on your order in "My Orders" is correct.
2. Look around: Check around your delivery location (e.g., porch, garage, with neighbors, building reception) as carriers may leave packages in a safe place.
3. Contact the Carrier: If you still cannot locate your package, contact the carrier directly using the tracking number. Their contact information can usually be found on their website.
4. Contact the Seller (if applicable): If your package was shipped by a third-party marketplace seller, contact the seller directly through your Sandtoner account to request more information about the delivery.
5. Contact Sandtoner Support: If you've tried these steps and still can't find your package, please contact Sandtoner Customer Support.

If a package is deemed undeliverable by the carrier, it will typically be returned to Sandtoner or the seller. We will process a refund for the item(s) where applicable. A package might be undeliverable for several reasons:

• Incorrect Address: The address provided was incorrect, outdated, or incomplete.
• Incorrect Address Format: Our system or the carrier could not recognize the address format.
• Failed Delivery Attempts: Most carriers will make multiple attempts. If unsuccessful, the package is returned.
• Refused by Recipient: The recipient refused the delivery.
• Illegible Address Label: In rare cases, the address label may become damaged or illegible in transit.
• Damaged in Transit: If a package is significantly damaged en route, the carrier may return it without attempting delivery. If you still wish to purchase the items, you will need to place a new order with a corrected or verified address.

Delivery costs and estimated delivery times depend on several factors:

• The selected shipping speed (e.g., Standard, Express).
• Your delivery address and location within South Africa (or internationally).
• The weight and dimensions of the items in your order.
• Whether the item is shipped by Sandtoner or a third-party marketplace seller (sellers may set their own shipping rates).

You will see the total delivery and handling cost, along with the estimated delivery date, under your Order Summary before you complete your purchase.

Yes, Sandtoner may offer free delivery promotions, for example, on orders over a certain amount for specific items, or for Sandtoner Wallet users.

Delivery costs may still apply if:

• You ordered from a Third-Party Marketplace Seller: Sellers on Sandtoner often manage their own shipping and set their own delivery fees.
• The item is not eligible for free delivery: Some items, due to size, weight, special handling, or seller policies, are not eligible for free delivery promotions.
• Your order value is below the minimum spend for free delivery (if a promotion is active).
• You chose a premium/faster shipping option instead of the standard/free option.
• International shipping fees apply.

Generally, estimated delivery dates are provided for your convenience but are not guaranteed. For certain premium shipping options or specific promotions, any applicable delivery guarantees, terms, conditions, and remedies if not met, will be clearly stated at the time of selection or in the promotional details.

We offer various delivery speeds to suit your needs, as outlined in our Conditions of Use & Sale Policy:

• Standard Domestic Delivery: Typically 3-5 business days.
• Express Domestic Delivery: Typically 1-3 business days (major cities).
• International Delivery: Typically 7-14 business days.

Weekend delivery may be available for certain options and locations, and this will be indicated at checkout if applicable.

No, unfortunately, we cannot deliver to P.O. Boxes. Our courier partners require a physical street address for delivery.

Yes, some restrictions may apply:

• Product-Specific Restrictions: Certain items (e.g., hazardous materials, very large/heavy items, items requiring special handling) may have delivery restrictions or may only be available via specific shipping methods. This will be indicated on the product page or at checkout.
• Location Restrictions: Delivery to some remote areas may take longer or may not be available for all shipping options. Same-Day delivery is currently limited to select areas.
• International Orders: Buyers are responsible for ensuring items can be legally imported into their country and for any import duties/taxes. For more details, please see our Conditions of Use & Sale Policy.

We're sorry to hear you've received a problematic item!

1. Go to "My Orders" or "Order History" in your Sandtoner account.
2. Find the relevant order and select the option to "Return or Replace Items" (or similar wording).
3. Select the item(s) you wish to return and choose the appropriate "Reason for return" (e.g., Damaged, Defective).
4. Follow the on-screen instructions. You may be asked to provide photos/videos of the issue.

Sandtoner will evaluate your request (typically within 48 hours) and provide instructions for the return, including a prepaid shipping label for eligible defective/damaged returns. For full details, see our Conditions of Use & Sale Policy (Section 5).

As detailed in our Conditions of Use & Sale Policy (Section 5):

• Eligibility: Most items can be returned within 30 days of delivery if they are defective, damaged, or not as described. For "Change of Mind" returns, items must be unused, in original packaging with tags.
• Non-Returnable Items: Exclusions include perishables, intimate apparel (for hygiene reasons), customized/personalized items, and opened software/digital downloads unless faulty.
• Proof Required: Photos/videos of defects and the original invoice/packaging are typically required.

• Most refunds are issued to the original payment method used at the time of purchase.
• If you paid with your Sandtoner Wallet, refunds may be credited back to your Wallet for faster access.
• Once we receive and inspect your return (within 5 business days of receipt), your refund will be processed. It may take an additional 3-10 business days for the refund to reflect in your bank account or on your credit card statement, depending on your bank.
• You can usually check the status of your refund in your Sandtoner account under "My Orders" or the specific return request.

For eligible returns (e.g., defective, damaged, incorrect item sent by us), Sandtoner will typically provide a prepaid shipping label or refund reasonable return shipping costs. For "Change of Mind" returns, you may be responsible for return shipping costs, which might be deducted from your refund. Please refer to our Conditions of Use & Sale Policy (Section 5.2).

1. Check the status of your refund in your Sandtoner account.
2. Allow for the standard processing times (inspection + bank processing time).
3. If the expected timeframe has passed and you haven't received your refund, please contact Sandtoner Customer Support with your order and return details.

If your order was placed with a third-party Marketplace Seller on Sandtoner:

1. Contact the Seller First: We recommend contacting the seller directly through the "Message Seller" feature in your Sandtoner account. Sellers are usually able to resolve issues related to their products or shipping. (Allow 72 hours for a response as per our policy).
2. Sandtoner's Returns & Refunds Policy: Third-party sellers must adhere to Sandtoner's Returns & Refunds Policy.

After your order from a Marketplace Seller is completed or cancelled, you can usually leave feedback about your experience:

1. Go to "My Orders" in your Sandtoner account.
2. Find the specific order and select an option like "Leave Seller Feedback."
3. Choose the options that best reflect your experience and submit your feedback.

This helps other customers make informed decisions. (Note: The feedback option may take a few days to appear after order completion).

A: We accept a variety of secure payment methods, including:

• Paystack
• PayPal
• Sandtoner Wallet (preloaded balance)

Sandtoner offers various promotions like coupon codes, flash sales, loyalty rewards, and seasonal campaigns.

• Redemption: Coupon codes can usually be entered at checkout. Loyalty points may auto-apply if you have a sufficient balance.
• Stacking: Generally, only one coupon code can be used per order, and they may not be combinable with other offers like flash sales unless specified.
• Validity: Promotions have specific start and end dates, and coupons may expire if unused.

For full details on eligibility, restrictions, and usage rules, please see our Conditions of Use & Sale Policy (Section 6).

You can reach us through several channels:

• Email: feedback@sandtoner.com (for general inquiries, feedback, and exercising your POPIA rights)
• Phone: +27 829076662 (Mon-Fri, 9 AM-6 PM SAST)
• Live Chat: Available on our website during support hours. Look for the chat icon typically at the bottom right of the page.
• Support Portal / Help Center: Visit our Help Center page for more resources and to submit a support ticket for non-urgent matters.

For specific issues:

• Promotion Issues: Email feedback@sandtoner.com or use live chat.

We welcome a diverse range of sellers and streamers, including licensed retailers, artisans, small businesses, and authorized brand distributors who are looking to showcase and sell their products through our unique live video shopping platform. We are looking for partners who can offer quality products and an engaging experience to our community.

Selling or streaming on Sandtoner offers several advantages:

• Interactive Sales Channel: Engage directly with customers in real-time through live video. This format allows for immediate Q&A and product demonstrations, enhancing the shopping experience.
• Increased Visibility: Reach a dedicated audience interested in live shopping experiences and discover unique products.
• Community Building: Build a loyal following and interact with customers on a more personal level, fostering brand loyalty.
• Secure Payments: Benefit from our secure payment processing systems.

1. Visit the "Create a Store" or "Sell on Sandtoner" section on our app.
2. You will typically need to submit an application form providing details about your business, the products you wish to sell, and your experience.
3. Our team will review your application as part of our Seller Onboarding & Vetting process (which may take 3-5 business days, as per our Conditions of Use & Sale). We may contact you for further information.

Sandtoner is open to a wide variety of product categories. However, all products must comply with our platform policies and South African law. Prohibited items include, but are not limited to, counterfeit goods, weapons, illegal substances, and items that infringe on intellectual property rights. A more detailed list of prohibited items will be provided during the onboarding process.

We are committed to supporting our partners. Support may include:

• Onboarding Assistance: Guidance through the setup process.
• Technical Support: Help with using platform features and live streaming tools.
• Seller Portal: Access to a dashboard for managing listings, orders, and performance.

While professional equipment can enhance your stream, you can often start with a good quality smartphone or webcam, good lighting, a clear microphone (even the one on your phone or headset), and a stable internet connection. We can provide guidance on recommended setups during onboarding.