FAQs

How do I shop online?

You can shop online from your desktop, tablet or mobile phone. To begin, navigate to products you would like to purchase, select your item, and then add them to your cart. When you are ready to complete your purchase, click on your cart and then follow the necessary steps. Once completed you will receive an email to confirm that your order has been received by us.

Are the items in my cart reserved for me?

No, unfortunately items cannot be reserved until you have completed your order and made payment.

Is it safe to shop online?

Yes, our website is 100% safe and secure. We have put all the necessary measures in place to ensure your personal and payment information remain secure.

Do I need an account to place an order?

No, you can check out as a guest. Setting up an account just makes it easier for you to order in future.

How do I register for an online shopping account?

To register for an online shopping account go to https://phytoceutics.com/account/register Proceed to create an account and fill in your personal details.

How do I change my password?

Go to https://phytoceutics.com/my-account/ login page. Click Forgot password. Enter the email that you used to create your account and click Reset Password. You will receive an email to set your new password and confirm it. Go back to your account login page and log in with your new password.

How do I pay for my order?

You can pay using any of the following payment options:
– Visa card (both credit and debit)
– Mastercard (both credit and debit)
– Instant EFT

What is 3D secure and how does it work?

3D Secure is an additional layer of online security that is now mandatory for all online retailers in South Africa. It’s also known as Verified by Visa and MasterCard SecureCode. It helps prevent fraud by protecting you against unauthorized transactions on your card(s).
Phytoceutics, along with Paygate, our trusted payment processor, uses 3D Secure to secure your online transactions and help protect you against fraud.

3D Secure requires you to enter a one-time PIN (OTP) to complete transactions on any website that features the ‘Verified by Visa’ or ‘MasterCard SecureCode’ sign. This OTP is sent to your registered mobile number or your email address, so only you have access to it.

By successfully completing 3D Secure verification, you’re able to prove that it really is you shopping, and not someone who has gained unlawful access to your card details. Only you, as the cardholder, will receive the password required to complete the transaction.

Can I return a product?

Yes, you can cancel your purchase with us for the goods you order at any time up to the end of the seventh working day from the date you receive the ordered goods. You do not need to give us any reason for cancelling your purchase nor will you have to pay any penalty.

To cancel your purchase you must notify us by e-mail to [email protected] or call +27(0)21 421 9144

If you have received the goods before you cancel your purchase or goods have already been shipped to your chosen destination then you must send the goods back, with all packaging unopened, to our contact address at your own cost and risk. You must still inform us that you intend to exercise your right to cancel.

Once you have notified us that you are cancelling your purchase, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 14 days of your order. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.

What is the online delivery time when placing an order?

You will not be able to place your order telephonically. To make your online shopping experience easier we suggest you create a shopping profile. To do this, go to https://phytoceutics.com/registration/. You will then need to complete a few steps and you will have your own online shopping profile.

The wrong item was delivered, how do I exchange it?

If the product is still not opened you can take it back to Phytoceutics, for an exchange or a refund. We can arrange for the store that was fulfilling your order to come collect it and deliver the correct product to you.

How do I change my shipping address?

To change your shipping address, click on the account page. From here you must click on the address book link and you can change your address.

What is my waybill number?

You will receive your waybill number and a tracking link via email once the fulfilment centre hands your order over to our courier partners.

What are your delivery times?

We deliver Monday to Friday, between 08:00 and 17:00. Deliveries will take place within 3 – 5 working days from when your order has been placed and paid for. No deliveries will be made on weekends and public holidays. We will try at all times to effect deliveries within the stated time.

What are your delivery fees?

Delivery is free for orders above R600. Orders under R600 are charged at a flat rate of R75 per delivery.

What happens when goods are not available for delivery?

Unfortunately, some items may not be in stock at the time you place the order.
In the event that we cannot deliver your goods within the stated time, we will contact you to make alternative arrangements or if necessary we can refund your order.

Where do you deliver to?

We deliver only within the Republic of South Africa.

What happens if my order is damaged?

If you receive your delivery and you notice that items are damaged, please email [email protected] stating your order number in the subject line for assistance.

What happens if something is missing from my order?

If you receive your delivery and you notice that items are missing from your order, please email [email protected] stating your order number in the subject line for assistance.

How do I contact customer services?

We love to hear from you and getting in touch is easy. You can email us on [email protected] or call us on +27(0) 21 421 9144.

Why don’t you have certain products online?

Not all products are listed for online, but you can give us the name of the product you are looking to purchase. The Online Store will check if it is out of stock or not listed for online. If it is not listed for online we will check if we can have it available online.

Can I place an order telephonically?

You will not be able to place your order telephonically. To make your online shopping experience easier we suggest you create a shopping profile. To do this, go to https://phytoceutics .com/account/register. You will then need to complete a few steps and you will have your own online shopping profile.