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Customer Service & Troubleshooting

Customer Service & Troubleshooting
By Marc
• 18 articles

Why do you need a quote?

In most cases, customers can place orders directly on the TDSA website. However, some orders need to be quoted first to ensure that pricing, availability, and lead times are correct. Quotes are usually required for bulk orders, special orders, or items that are not listed on the website. When you should request a quote You should request a quote if: - The order is a bulk or wholesale order - The order value is high (for example large orders over R5 000) - You need a formal quotation - The item is not on the website - The item must be imported or specially ordered - The order is for a company, reseller, or government - You need delivery quoted separately - You need custom, branded, or manufactured items In some cases, even smaller orders may need a quote if the request is clearly bulk or trade related. Why quotes are sometimes necessary Many products supplied by Tactical Distributors SA are: - Ordered from suppliers after payment - Imported on request - Manufactured to order - Supplied in bulk - Subject to supplier availability - Affected by exchange rates Because of this, we sometimes need to confirm pricing and stock before the order can be processed. Website orders vs quoted orders For normal retail purchases, we recommend ordering directly on the website: https://www.tacticaldistributors.co.za For bulk, special, or complex orders, please request a quote. This helps avoid errors, delays, or incorrect pricing. How to request a quote Please email:sales@tdsa.co.za Include as much information as possible: - Product name - Item code (if available) - Quantity - Size / colour / options - Delivery address - Any special requirements You can also use the quote request page: https://www.tacticaldistributors.co.za/bulk-wholesale/ Email is preferred for faster assistance. Need help? sales@tdsa.co.za help@tdsa.co.za online@tdsa.co.za The TDSA website is open 24/7 at https://www.tacticaldistributors.co.za

Last updated on Oct 01, 2026

My order is urgent — what must I do?

If your order is urgent, please contact us before placing the order so that we can confirm stock availability and lead times. Many of the products supplied by Tactical Distributors SA are ordered from suppliers after payment, and not all items are kept in stock. Because of this, urgent delivery cannot always be guaranteed unless availability has been confirmed. Why you should contact us first Urgent orders may be affected by: - Stock availability - Supplier lead times - Import requirements - Courier delivery times - Payment clearance - Order processing time If an item is on backorder or must be ordered from a supplier, delivery may take longer. Confirming first helps avoid delays. How to request urgent assistance Please contact us before placing the order. For website orders: online@tdsa.co.za For general support: help@tdsa.co.za For bulk, quote, or special orders: sales@tdsa.co.za Include: - Product name - Quantity - Required date - Delivery location We will confirm availability and advise the best option. Payment and urgent orders Orders are only processed after payment is received. Stock cannot be reserved without payment. If the order is urgent, payment should be made as soon as possible after confirmation. Courier delivery times Once the order is ready for dispatch, typical delivery times are: - Gauteng: 1–3 working days - Main cities: 1–5 working days - Outlying areas: up to 10 working days Delivery times start after the order has been dispatched. Important Urgent delivery cannot be guaranteed unless confirmed in writing. Please contact us first if timing is critical. The TDSA website is open 24/7 at https://www.tacticaldistributors.co.za

Last updated on Sep 30, 2026

My payment failed / my order is not going through

If your payment failed or your order could not be completed, this is usually caused by a payment gateway, bank, or connection issue. This does not always mean that there is a problem with your order. You can usually try again or select a different payment method. Common reasons for payment failures Payment may fail if: - The bank declined the transaction - Buy Now Pay Later (PayJustNow) was not approved - Incorrect card details were entered - The payment session expired - Internet connection was interrupted - The payment gateway timed out These issues are controlled by the payment provider or bank and not by TDSA. What you can try You can try the following: - Place the order again - Use a different payment method - Use EFT instead of card - Use a different card - Check with your bank We accept: - EFT - Card payments - Payfast - Ozow - Stitch - PayJustNow - Cash / card in store All orders are processed on a payment-in-advance basis. Order created but not paid If your order was created but payment was not completed, the order will remain pending until payment is received. Stock is not reserved until payment reflects. If you need assistance, please contact us: online@tdsa.co.za help@tdsa.co.za Include your order number if available. Still not working? If the website is not allowing you to complete the order, please email us and we can assist: online@tdsa.co.za You may also request a quote if needed: sales@tdsa.co.za The TDSA website is open 24/7 at https://www.tacticaldistributors.co.za

Last updated on Oct 01, 2026

Why does shipping cost change?

Shipping costs are calculated based on the size, weight, and delivery location of the order. Because many of the products supplied by Tactical Distributors SA vary in size and weight, shipping costs may change depending on the items ordered. Shipping is calculated using courier rates and may differ from order to order. How shipping is calculated Shipping is based on the greater of: - Actual weight, or - Volumetric (size-based) weight Couriers charge according to the higher value, which means large or bulky items may cost more to ship even if they are not heavy. Shipping cost also depends on: - Delivery area - Parcel size - Parcel weight - Number of parcels - Courier rates - Special handling requirements Website shipping vs final shipping The website calculates shipping automatically, but in some cases the final shipping cost may change. This can happen if: - The parcel is larger than expected - Multiple parcels are required - The delivery area is remote - Special courier services are needed - The order is very large or heavy If shipping needs to be adjusted, we will inform you before dispatch. Bulk, large, or special orders Large orders, bulk orders, or special items may require shipping to be quoted separately. In these cases, we may confirm shipping after the order is placed or provide a quote beforehand. Email: sales@tdsa.co.za International shipping International shipping is handled on a case-by-case basis. Costs depend on: - Destination country - Size and weight - Export requirements - Courier availability In many cases, we supply ex-works and the customer arranges their own courier. Please contact us for a quote: sales@tdsa.co.za Need help with shipping? online@tdsa.co.za help@tdsa.co.za The TDSA website is open 24/7 at https://www.tacticaldistributors.co.za

Last updated on Sep 30, 2026

Why do imported orders take long?

Many of the products supplied by Tactical Distributors SA are imported from international suppliers. Importing specialised or regulated equipment can take time because several steps must be completed before the goods can be delivered. For this reason, lead times for imported or special-order items are often longer than normal stock items. Steps involved in importing products Imported orders may require: - Supplier order processing - Export approval from the country of origin - Import permits (if required) - Shipping or air freight - Customs clearance - Local transport to our warehouse Each of these steps can affect the final delivery time. Supplier and manufacturer delays We work with many local and international suppliers. Delays can happen if: - The supplier does not have stock - The item must be manufactured - The supplier shipment is delayed - The supplier changes their delivery schedule Because of this, ETA’s may change from time to time. Licensing and regulated items Some products require additional approvals before they can be shipped, for example: - Firearm-related parts - Tactical or security equipment - Restricted or controlled products - Special-order items These approvals can increase lead times. Orders placed after payment In many cases, imported or special-order items are only ordered after payment has been received. This means: - Lead time starts after payment - Stock must be confirmed with the supplier - Import arrangements must be made Because of this, payment is required before the order can be processed. ETA’s cannot be guaranteed ETA’s are estimates based on the best information available at the time. Delays can occur due to: - Supplier delays - Shipping delays - Customs delays - Import permit delays - Transport delays We always try to keep customers informed if there are significant changes. Need help with an import order? sales@tdsa.co.za online@tdsa.co.za help@tdsa.co.za Please include your order or quote reference. The TDSA website is open 24/7 at https://www.tacticaldistributors.co.za

Last updated on Sep 30, 2026

No one is returning My calls or emails?

We take customer service seriously and want to make sure that your enquiry is handled correctly. If you have not received a reply, it may be because your message was not linked to the correct order, quote, or reference number. Please contact us again using one of the methods below so that we can assist you as quickly as possible. Recommended contact methods General support: help@tdsa.co.za Online order enquiries: online@tdsa.co.za Quotes, bulk orders, or sales enquiries: sales@tdsa.co.za Complaints, compliments, or escalation: feedback@tdsa.co.za Reply to your existing email if possible If you already received an order confirmation or support email, please reply to that email. This keeps the enquiry linked to the correct reference number and helps us respond faster. Website chat support You can also use the chat function on our website: https://www.tacticaldistributors.co.za Our system will first connect you to our AI assistant, and if needed your enquiry will be sent to the correct team. Why email and chat work best Our service desk system allows us to: - Track enquiries - Link them to orders or quotes - Route them to the correct department - Provide faster and more accurate responses Because of this, email and chat are usually faster than phone calls. Still no response? If you believe your enquiry has not been handled, please email: feedback@tdsa.co.za and we will investigate. The TDSA website is open 24/7 at https://www.tacticaldistributors.co.za

Last updated on Sep 30, 2026

Why can you not reserve stock?

Stock can only be reserved once payment has been received. Tactical Distributors SA works on a live inventory and payment-in-advance system, which means items cannot be held or reserved without a confirmed order. This helps ensure that stock is allocated fairly and that supplier orders can be placed correctly. Live inventory system Our website and warehouse operate on a live inventory system. Stock levels change constantly due to: - Online orders - In-store sales - Supplier deliveries - Customer collections - Backorders being allocated Because of this, stock can only be confirmed when an order is processed. Payment is required to reserve stock Stock is only reserved when: - The order is confirmed - Payment has been received - The order is verified Until then, the item may still be sold to another customer. This prevents incorrect allocations and supplier order problems. Supplier and import orders Many items are not kept in stock and must be: - Ordered from suppliers - Imported - Manufactured - Ordered in bulk We cannot place supplier orders until payment is received. Because of this, stock cannot be reserved without payment. Multiple customers ordering the same item If several customers order the same item at the same time, stock is allocated in order of confirmed payment. This ensures fairness and prevents disputes. Urgent orders If your order is urgent, please contact us before placing the order so that we can confirm availability. sales@tdsa.co.za online@tdsa.co.za help@tdsa.co.za The TDSA website is open 24/7 at https://www.tacticaldistributors.co.za

Last updated on Sep 30, 2026

Why must I pay before you order?

Tactical Distributors SA works on a payment-in-advance basis. This means that orders are only processed once payment has been received. This allows us to confirm stock, place supplier orders, and reserve items correctly. Why payment is required first Many of the products we supply are: - Ordered from suppliers after payment - Imported on request - Manufactured to order - Supplied in bulk or on special order Because of this, we cannot place orders with suppliers until payment has been confirmed. Stock is only reserved once payment has been received. Supplier and import requirements Most suppliers require payment before releasing stock. In some cases, we must also pay for: - Import orders - Special orders - Custom products - Bulk orders For this reason, payment is required before the order can be confirmed. No credit accounts or lay-by We do not offer: - Credit accounts - Lay-by - Payment after delivery All orders are processed on a payment-in-advance basis unless otherwise agreed in writing. On larger orders, a deposit with the balance paid before dispatch can sometimes be arranged on a case-by-case basis. It is not always possible and must be agreed in writing with our sales team before the order is placed. Why this helps avoid delays Processing orders after payment allows us to: - Confirm stock availability - Avoid supplier cancellations - Prevent incorrect allocations - Give accurate lead times This helps ensure that orders are handled correctly. Need assistance? If you have questions about payment or your order, please contact: online@tdsa.co.za help@tdsa.co.za For bulk or special orders: sales@tdsa.co.za The TDSA website is open 24/7 at https://www.tacticaldistributors.co.za

Last updated on Oct 01, 2026

Why do prices change?

Prices may change from time to time due to supplier costs, exchange rates, and stock availability. Many of the products supplied by Tactical Distributors SA are imported or ordered from suppliers, and pricing can change without notice. The price shown on the website or on a quote is based on the information available at that time. Common reasons for price changes Prices may change because of: - Exchange rate changes (ZAR / USD / EUR etc.) - Supplier price changes - Import costs - Shipping costs - Availability changes - New stock arriving at a different cost Because of this, pricing cannot always be guaranteed until the order is confirmed. Quotes and exchange rate changes Quotes are based on current supplier pricing and exchange rates. If the exchange rate changes significantly before the order is confirmed, the price may need to be adjusted. In some cases, pricing is based on a specific exchange rate, and the final price may change if the rate moves beyond an agreed range. Website prices Website prices are updated regularly, but may change due to: - Supplier updates - Stock changes - Import costs - Pricing corrections The final price is confirmed when the order is processed. How to avoid price changes To avoid price changes: - Confirm the order as soon as possible - Make payment promptly - Contact us if the order is urgent For bulk, special orders, or quotes: sales@tdsa.co.za Need assistance? online@tdsa.co.za help@tdsa.co.za The TDSA website is open 24/7 at https://www.tacticaldistributors.co.za

Last updated on Sep 30, 2026

Why did my ETA change?

ETA means Estimated Time of Arrival. ETA’s are based on the information available at the time the order is placed, but they may change due to supplier, shipping, or import delays. Many of the products supplied by Tactical Distributors SA are ordered from suppliers or imported after payment, so exact delivery dates cannot always be guaranteed. Why ETA’s can change ETA’s may change for several reasons, including: - Supplier stock delays - Manufacturing delays - Import or export delays - Shipping delays - Customs clearance - Transport delays - Changes in supplier delivery schedules - Items ordered on backorder Because we work with many local and international suppliers, lead times can vary. ETA’s are estimates ETA’s shown on the website or on a quote are estimates only. They are based on the best information available at the time, but may change without notice. We do our best to keep customers informed if there are significant delays. Orders placed after payment In many cases, items are ordered from suppliers after payment has been received. This means: - Lead times start after payment - Stock must first be confirmed - Supplier delivery times may change This can affect the ETA. What if my order is urgent? If you have a time-sensitive order, please contact us before ordering so that we can confirm availability. sales@tdsa.co.za online@tdsa.co.za help@tdsa.co.za More information Please also see: Availability, Lead Times and ETA’s – Local and International Products Why is my order delayed? The TDSA website is open 24/7 at https://www.tacticaldistributors.co.za

Last updated on Sep 30, 2026

Can I cancel my order?

In-stock orders can be cancelled before dispatch, subject to management approval, and a handling fee of up to 20% may be charged to cover payment gateway and processing costs. Back-ordered and special-ordered items are ordered specifically for the customer. An order for these items may only be cancelled with TDSA management's written approval, and a cancellation fee of 20% or more may be charged. Because many of the products supplied by Tactical Distributors SA are ordered from suppliers or imported after payment, orders cannot always be cancelled once processing has started. All cancellations are subject to approval. When cancellation may be possible An order may be cancelled if: - The order has not yet been processed - The item has not been ordered from the supplier - The item has not been shipped - The item is not a special order Please contact us as soon as possible if you need to cancel an order. online@tdsa.co.za help@tdsa.co.za Include your order number. When cancellation may NOT be possible Cancellation may not be possible if: - The item has already been ordered from the supplier - The item is a special order - The item is imported on request - The item is custom made - The item has already been shipped - The order is already prepared for collection In these cases, the order may still be completed and supplied. Cancellation fees Approved cancellations of in-stock orders may carry a handling fee of up to 20%. Approved cancellations of back-ordered and special-ordered items may carry a cancellation fee of 20% or more. Any fee is deducted from the refund. Please see: Returns & Refunds Policy Special orders Back-ordered and special-ordered items are ordered specifically for the customer. An order for these items may only be cancelled with TDSA management's written approval, and a cancellation fee of 20% or more may be charged. Need help with a cancellation? online@tdsa.co.za help@tdsa.co.za sales@tdsa.co.za (bulk / quote orders) Please include your order or quote reference. The TDSA website is open 24/7 at https://www.tacticaldistributors.co.za

Last updated on Oct 01, 2026

Why is my order on backorder?

An item is on backorder when it is not currently in stock at our warehouse and needs to be ordered from a supplier. This is normal for many of the products supplied by Tactical Distributors SA, as we cannot keep stock of every item at all times. Many products are ordered on demand after payment has been received. Why some items are not always in stock We supply a wide range of specialised, imported, and bulk products. Because of this, some items may: - Be ordered from suppliers after payment - Be imported on request - Be manufactured to order - Be supplied in bulk only - Have limited supplier availability For this reason, not all items are kept in stock locally. Website stock and lead times Each product on the website shows a stock status or estimated lead time. Examples may include: - In stock - Backorder - Pre-order - Estimated lead time These times are based on the best information available but may change. ETA means Estimated Time of Arrival. Backorders and payment In many cases, items are only ordered from the supplier after payment has been received. This means: - Lead time starts after payment - Supplier availability must be confirmed - Import or shipping may be required Because of this, backorders may take longer than in-stock items. Delays can happen Backorder lead times may change due to: - Supplier delays - Import delays - Shipping delays - Customs clearance - Manufacturing delays - Stock shortages We always try to keep customers informed if there are significant changes. Need an update on your order? online@tdsa.co.za help@tdsa.co.za Please include your order number. For bulk or quoted orders: sales@tdsa.co.za The TDSA website is open 24/7 at https://www.tacticaldistributors.co.za

Last updated on Sep 30, 2026