Frequently asked questions
Q. Is it safe to shop online?
A. Yes, it is completely safe to shop using your credit or debit card online through the PayFast payment gateway. PayFast uses Extended Validation SSL with 256-bit encryption. Only two of the four major South African banks use this, the highest level of encryption currently available. All your details entered on the payment page are encrypted within the PayFast database, and no credit card information is stored by VitaGene. Credit card details are completely confidential and safe. Payfast is PCI-DSS Level 1 Compliant which means they have gone through rigorous testing and certification to ensure information is not prone to attacks or theft.
Q. Is there any other way to make payment besides using a credit card?
A. Currently VitaGene only accepts credit and debit cards.
Q. Do you deliver anywhere in South Africa?
A. Yes, we deliver almost anywhere in South Africa using various courier companies. Delivery is straight to your door and is trackable, safe and efficient. Delivery prices vary according to area, for instance very remote areas may be slightly more expensive than city areas. You can expect your order in 3 to 5 working days from day of dispatch. A list of areas and corresponding delivery prices is available upon checkout.
Q. Do you deliver to other countries outside of South Africa?
A. Currently VitaGene only delivers within South Africa.
Q. What is the delivery cost?
A. Please see the "Shipping and Delivery" link on the bottom of the website.
Q. How do I make a purchase?
A. You will need to register on the website. Then select the products that you wish to purchase. These will accumulate in your shopping cart. Once you are ready to make your purchase, click on "Check Out" and follow the instructions on screen to proceed with delivery instructions and payment.
Q. When is the online shop open?
A. VitaGene is open 24/7. However orders will only be dispatched within working hours, Monday to Friday.
Q. How do my purchases get delivered?
A. Your purchases will be delivered via courier to your stated delivery address. Deliveries take place during working hours from Monday to Friday, except on Public Holidays. f you are going to be at work during this time, we will happily deliver to your work address, just remember to select that as your delivery address. If there is no one home when delivery takes place the courier company will phone you to make alternative arrangements.
Q. Do I have to receive my order in person?
A. No, you will not personally have to receive your order. However there will need to be someone at the delivery address to sign and receive your order.
Q. How long does delivery take?
A. Deliveries will usually take 3 to 5 working days.
Q. Can I track my order?
A. Once your order has been dispatched, we will send you an email containing the information you require to track your order.
Q. What happens if my goods arrive damaged?
A. We take care in wrapping our products in protective materials to reduce the chance of damage. However, if this does occur, please contact our support team at email@example.com and we will address the issue urgently.
Q. Do you take returns?
A. Please see the policy on refunds and returns elsewhere on the website.
Q. What happens if my order never arrives?
A. We certainly understand how important these product are for your health! If this occurs, please contact us urgently on firstname.lastname@example.org and we will make sure your products arrive as quickly as possible!
Q. Is there a minimum order amount?
A. There is no minimum order amount. However we do want you to receive the most value you can - so please bear in mind that courier fees work according to weight bands. Up to 2kg will cost the same amount, so its best to maximise your order size to reduce your overall cost.