Customer Service – real customer service – is one of our core values. So, we promise to go above and beyond to get what you need. If you can’t find your answer on our FAQ page, please get in touch with us. We look forward to hearing from you.
Setting up an account provides a number of benefits.
- Details such as your billing and shipping address are saved, making for quicker ordering next time.
- You are able to see any previous orders and invoices.
- You will automatically be added to the Trail Food Hall of Awesomeness and as a loyal customer receive cool and special little bits and pieces!
- Log into your account
- Click on Account Details
- There is a field called ‘Display name’ – edit this to change what displays on your reviews.
- Ensure that all Password fields are blank
- Click Save Changes
Yes you do, when you set up your Billing address you are required to fill in a phone number.
In addition, all orders require a phone number so that the courier can contact you.
Your account and email address are linked and all communication regarding your orders is via email.
You can reset your password using this link.
Alternatively, click on My Account in the top right corner of the website, and then click on the ‘Lost your password?’ link.
You will need either your username or email address to be able to regain access to your account.
Click on My Account in the top right corner of the website, and then click on the ‘Lost your password?’ link. You will be redirected to a page to enter your username or email address and a link will be emailed to you to reset your password.
Alternatively, you can reset your password using this link.
If you need to update or change the email address associated with your account, please contact us. We will send you an email at your new address to confirm it. The new address will not become active until confirmed.
If you would like to close or delete your account, please contact us directly.
The Trail Food Company does not store any credit or debit card information whatsoever. All payments using credit or debit cards are done via a secure, third-party called Payfast.
For additional information regarding what data is or is not help, please see our Privacy Policy.
Even with our X-ray vision we are sadly unable to see your password.
My Account stores your username, email address and billing and shipping address details.
Your password is secured in an encrypted format that we are unable to access.
It also shows a record of all orders that you have made from the website.
The Trail Food Co will pay for the shipping on any online order received over the value of R1000.
If the order amount is less than R1000 then the online customer needs to pay for the shipping, or arrange collection in Hoedspruit.
For bulk orders, payment will be quoted and requested.
We typically arrange for a courier to deliver all orders to the address that you specify on your order.
In some instances, we will arrange private transportation for your order.
Yes, the courier company that we use will deliver to your home or work address as specified by you at your time of ordering. Please see our full Shipping Policy here.
Yes we do. If your order has been shipped to you via a courier then you will receive an email with the specific tracking details.
Unfortunately, we cannot ship to a PO Box.
Yes, you can definitely arrange to collect your order from us if you live in Hoedspruit or the surrounding area or will be coming through Hoedspruit. Just get in touch with Trish or Sizo to arrange where best to meet.
Agree whose address all the meals need to go to and then ask each person to note that in the order notes.
e.g. Please ship my order to the same address as Pete Smith’s order.
Pretty much only if you live in Hoedspruit can this be guaranteed. For anywhere else in the country, you need to expect the usual delivery times.
We use the deadline date for delivery that you provide at checkout to plan the delivery date of your order.
Deliveries to major city centres typically take around 2 – 3 working days to arrive from Hoedspruit.
If you live anywhere else then the usual shipping times of 3 – 5 working days apply.
Please do be aware, however, that our courier company does not work or deliver on public holidays or weekends.
Please see our full Shipping policy in the footer for further details.
For all wholesale or bulk orders, we will quote you directly for shipping.
Please contact us as soon as you realise that there has been an issue with your order. We will do everything possible to track your package down and get it to you. If this is not acceptable, we will investigate further and will be in touch with you if a refund is required. Please see additional information in our Refund Policy.
I’m afraid not. If the package you received is what you ordered then due to health and safety requirements around the ordering of food products, we are unable to accept the return of any of our meals or other products. Please see additional information in our Refund Policy.
If you do not receive your package, please contact us as soon as possible so that we can work with the courier company to track your package down.
We could, anything is possible. But really – we don’t think that you or us truly wants the pain of dealing with the SA post office!
Our website is secured with SSL website encryption which is the standard technology for keeping an internet connection secure and safeguarding any sensitive information. Our payment gateway provider Payfast is PCI compliant and 3D secure.
Once your order has been received on the website you will receive an automated confirmation email.
At each stage of the order process you should receive an email.
- Order Received
- Payment Pending (if applicable)
- Processing
- Completed
- Courier Details (if applicable)
However, if you do have any questions regarding the status of your order, please feel free to email orders(at)trailfood.co.za.
Sometimes is the answer we suppose! Keep in touch with us on Facebook and Instagram you will be kept up to date with any promotions or special offers.
We are primarily an online company but where we work with larger clients we can offer discounted pricing. So…if you think you quality please get in touch with us to find out more.
