Frequently Asked Questions
Answers about ordering, quotations, delivery and technical information. Email info@softcoregroup.co.za first for anything not covered here.
Products & Ordering
How do I order? Add products to your cart and check out. For a quotation, email info@softcoregroup.co.za or sales@softcoregroup.co.za with the product codes and quantities.
Can I get a quote for several items or a project? Yes. Send the product list, quantities and delivery location to sales@softcoregroup.co.za and we will quote it.
Do you stock every product shown online? Check the product's availability: sold-out items are not currently available for checkout. Some available products are sourced from suppliers rather than held by Softcore. Availability and delivery times are estimates, and we will contact you if an item is delayed or unavailable.
What if I can't find the product I need? Email info@softcoregroup.co.za with the model number or specification and we will let you know whether we can help.
Can you help me choose the right product? Yes. Send us the motor nameplate, application and voltage and we will recommend a suitable product. Specialist engineering input may be needed for complex applications. Applicable obligations remain where you reasonably rely on our recommendation for a purpose you disclose.
Can you help find a replacement for an obsolete product? Send us the manufacturer, model number and a photo of the nameplate. We will suggest a current equivalent where one exists. Any replacement must be technically verified for your application.
Pricing & Payment
When is payment required? Orders are payable in full upfront unless alternative terms have been agreed in writing. Orders are processed once cleared payment is received.
Delivery
How long does delivery take? Softcore Group Industrial Solutions ships from Gauteng. The standard estimate is 7 to 14 business days after cleared payment. This is an estimate, not a guaranteed date.
What are your hours? Monday to Thursday 08:30–16:30 and Friday 08:00–13:00. We are closed on weekends and public holidays. Orders placed outside these hours are processed the next business day.
Do special-order and imported items take longer? Yes. Delta drives are special order, with availability and delivery confirmed at quotation or order confirmation. GTAKE drives are imported, with an estimated 2 to 4 weeks after cleared payment. Control panels need additional production time, confirmed separately.
What about heavy or oversized items? Supported shipments up to 100 kg can use our courier arrangements, subject to packed dimensions, handling and destination. Truck arrangements may take an additional one or two business days. Long masts and oversized goods may need separate freight quotations.
Can I collect my order? No. We operate online and deliver orders; we do not offer customer collections or public walk-in visits.
Do you deliver to mines, estates and controlled sites? Yes. Give us any access codes, induction requirements and receiving hours.
Do you deliver outside South Africa? On request, quoted separately. Freight, duties, taxes and export documentation may apply.
Technical Information
Where can I find manuals and datasheets? On product pages where available. Email info@softcoregroup.co.za with the model number and we will point you to the manufacturer's documentation.
Do you offer engineering or programming? Standard product orders are supply only. For custom control panels, design, assembly, programming, testing and commissioning support are provided only to the extent included in an accepted quotation. Site installation and commissioning are excluded unless specifically agreed. We can help locate manufacturer documentation.
Still Need Help?
Email info@softcoregroup.co.za or call +27 64 619 3587 during business hours.
Installation and Warranty Claims
Products requiring specialist installation, wiring, configuration or commissioning must be handled by persons suitably qualified and competent for the particular work, with any registration or authorisation required by applicable law. Installation and operation must follow the manufacturer's instructions, product ratings and applicable safety requirements.
Damage caused by incorrect installation or wiring, unsuitable supply voltage or phase, incorrect configuration, inadequate protection where required, unauthorised alteration, misuse or operation outside specified limits is not treated as a manufacturing defect. Any exclusion is applied only to the extent supported by a reasonable technical assessment of the cause of the failure and permitted by applicable law. An installer's qualification status alone does not automatically establish the cause of failure or remove statutory rights.
For assessment, Softcore may request reasonably relevant purchase, installation and commissioning information, including model and serial details, installer details, settings, test records, photographs and a certificate of compliance where legally required. Customers must not open energised equipment, disconnect wiring or remove installed or submerged equipment merely to obtain information. Missing paperwork does not automatically invalidate a statutory claim; available records and reasonable alternatives will be considered.
Softcore will explain assessment outcomes and the basis for any rejected claim. Proposed chargeable inspection, repair, transport or other non-warranty work will be disclosed and authorised in advance where required. Nothing in this clause excludes applicable rights concerning defective goods, incorrect supply, defective workmanship, fitness for a purpose where legally applicable, or liability that cannot lawfully be excluded.
See our Refund & Returns Policy for assessment and statutory remedies.
