| Query Type |
Questions |
Answers |
| Change of address |
Can I change my delivery address after I have received confirmation of delivery? |
*If the parcel has not been dispatched and handed to the courier ,the new address can be submitted, delivery will take place on that estimated day given on the initial confirmation. If the parcel has been dispatched, the new address can still be submitted, however this will add an extra day for delivery to take place. |
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Arrange Delivery
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I have received an SMS from Digital Planet informing me that they have received my order, when will I be contacted and can I update my address online? |
You will be contacted within 24 hours after receipt of the SMS. Alternate methods to updating your delivery address can also be done online via the delivery confirmation address link sent to via SMS. |
| I am not happy with the delivery date provided ,can I collect my device? |
All deliveries are couriered hand to hand. Unfortunately no collections can be authorized from our courier hubs and warehouses for security purposes. |
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Will I be notified on the day of delivery? |
Yes, as SMS's are sent on the morning of delivery. No specific times will be indicated on the SMS's |
| Product info |
I have ordered a Samsung TV Bundle from FNB,more then a day ago and nobody has contacted me to arrange delivery. Where is my TV? |
*Before your TV bundle can be delivered to you,Digital Planet will have to verify your TV License details. *You can either submit your license details via email to fnb@digitalplanet.co.za or you can call Digital Planet on 0861 888 674. *It takes between 1-3 working days for your details to be verified with the SABC. *Once this is done,you will receive an SMS informing you that an agent will contact you to arrange delivery,or you can submit your address online via the delivery confirmation address link sent to via SMS. |
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I do not have my own TV License,can I use a some else's? |
Should you not have your own TV license,you can use a relative's/friends/room mate's valid TV License details as long as they reside with you. Should a licensed TV set have been sold or donated as a gift, the SABC requires the new owner’s particulars. This will require the TV license holders's ID copy as well. |
| Delivery Times |
This morning I received an SMS stating that my delivery is on it's way today,between 09h00 and 15h00.However I am not available within these times provided. |
Should delivery be unsuccessful on the date provided, you will be contacted the next day to re arrange delivery. |
| Order not rec from FNB |
I have ordered a Smart Device from FNB a few days ago,but I have not heard anything from the courier? |
If you have not received an SMS from Digital Planet, your order unfortunately has not reached us yet. You can contact FNB smartphone division to verify on the application status. |
| Third party delivery |
I am not available to accept delivery, can 3rd party arrangements be made? |
Yes, a 3rd party can accept delivery on your behalf, we do however require you to submit the 3rd party's details (ie.Name,Surname, contact number and ID number) to Digital Planet,either via online, email or call the contact center. Upon delivery, the 3rd party will need to supply the driver with his/her ID copy as well as the ID copy of the customer and the original ID (3rd Party's) for verification purposes. |
| Cancel order |
Can I cancel my order pre delivery? |
Cancellations can be done by calling or emailing the contact center who will cancel the order as requested by the customer. Please note that no 3rd party is allowed to cancel the on the customers behalf. |
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Can I cancel my order post delivery? |
Cancellations can be done by calling or emailing device guru team. who will cancel the order as requested by the customer. Please note that no 3rd party is allowed to cancel the on the customers behalf. |