Customer Care & Concierge
Whether you need assistance with an order, sizing for bush gear, lodging a 30-day return, or fine-tuning your private safari dates, our team is at your service.
Direct Hotline
Direct phone line to our customer support team for urgent questions, order queries, or quick consultations.
WhatsApp Concierge
Fastest field channel for voice notes, photos of gear, courier tracking updates, or urgent pre-flight check-ins.
Official Email Desk
Invoices, Proof of Payment (POP), written itinerary proposals, tax certificates, and returns authorization.
Our 5 Commitments to Exceptional Customer Care
We treat every traveler and customer with the hospitality of our own campfire.
Human Expertise Only
Zero AI voice-bots or automated phone trees. You always speak with someone who knows our camps and gear.
Rapid Response Guarantee
WhatsApp messages replied to within minutes during desk hours; emails answered within 2 hours.
Fair & Hassle-Free
Transparent 30-day returns on gear and compassionate, flexible safari rescheduling policies.
Tarmac to Campfire
Full logistics escort: Fireblade FBO airport greeting, SAPS 520 rifle permits, and luxury 4x4 transit.
Financial Peace of Mind
PCI-DSS Level 1 3D Secure payments, direct Bank Zero EFT, and prompt 3–5 day refunds.
Frequently Asked Customer Support Questions
01.How do I return an item purchased from the Outfitter Camp Store?
We offer a 30-day hassle-free return window for unused, unworn standard items in original packaging. Simply contact our support desk via telephone (+27 82 761 8364), email ([email protected]), or log a ticket below. We will issue a Return Merchandise Authorization (RMA) and arrange a courier collection or drop-off.
02.Can I get advice on fabric, styling, or sizing before placing an order?
Absolutely! We strongly encourage you to contact us before checkout via WhatsApp (+27 82 761 8364) if you are unsure about the fabric, styling, or sizing of our garments. Our sales team will gladly assist you with detailed size charts, dimensions, and fabric advice to ensure you receive exactly what you expect.
03.Can I return custom-branded or embroidered garments (e.g. lodge uniforms or personalized apparel)?
Branded items (embroidered or printed with company details, lodge insignias, or personal monograms) are strictly NOT eligible for returns, exchanges, or refunds under CPA Section 20(3)(b) and ECTA Section 44(2)(a). Approval of digital design proofs confirmed with you is deemed final and accepted. If the base garment itself has a latent manufacturing defect, our 6-month statutory warranty applies to repair or replace it.
04.How quickly are faulty or damaged garments replaced?
In the unlikely event of your garment arriving faulty or damaged, we will schedule a return collection and replacement within ten (10) working days at zero extra courier cost. Should we not be able to offer you suitable replacement items or sizes, we will refund your purchase at 100% of your product costs.
05.What should I do if my shipment arrives damaged in transit?
Under our 2-day inspection protocol, please notify our customer support desk within 2 business days (48 hours) of delivery with photos of the courier waybill, the damaged outer parcel, and the affected item. We will dispatch an immediate replacement at zero extra courier fee or provide a 100% refund.
06.Can I reschedule my safari expedition if travel flights or dates change?
Yes. In terms of CPA Section 17, with 61 or more days' notice prior to departure, 100% of your booking deposit can be transferred to any available dates within 12 months with zero cancellation fee. For short-notice changes, please contact our Lead Outfitter directly (+27 82 761 8364) to review concession availability.
07.What are your customer support telephone and email hours?
Our standard customer support desk operates 7 days a week from 07:00 to 19:00 SAST (South Africa Standard Time, UTC+2). For international guests currently on safari in our concessions, our emergency field and transit lines operate 24/7.
08.How long does a refund take to reflect back in my account?
Once our logistics depot receives and inspects a returned item, refunds are processed within 3 to 5 business days back to your original payment method (Card reversal, Instant EFT, or direct Bank Zero EFT transfer).
Still Have Questions?
Contact us directly on +27 82 761 8364 or send an email to [email protected].