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Customer Support > Frequently Asked Questions

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Frequently Asked Questions
How do I place an order through your website?

1. SHOP FOR PRODUCTS: Find the products that you would like to order by browsing the "Shop by Product" or "Shop by Ailment" categories using the navigation menu at the top of our website. You can also search for products and pages by using the 'Search' box at the top.

2. YOUR CART: When you find a product that you like, choose the quantity required and add it to your shopping cart by clicking the trolley button in the bottom right corner of that product. Note that some products come in different sizes, forms and flavours. Just select as needed.

When you have chosen all the products that you would like to buy, go to the checkout by clicking View Cart at the top of the site or in the Customer Support dropdown menu. You will be asked to choose a shipping and payment method. Choose the options that you prefer and click "Next" at the bottom.

3. YOUR DETAILS: You will be asked to supply us with your details, this is because we need your delivery and contact details to get your order to you. You also have an option to deliver to an alternative shipping address than your own if you require. Just tick the box at the bottom. Once you have completed your details click the "Next" button at the bottom.

4. REVIEW YOUR DATA: This is where you can review all of your details, your ordered products, the shipping and payment methods. If you are satisfied simply tick our Terms and Conditions box at the bottom and click the "Buy Now" button.

5. DONE: Once you have clicked the "Buy Now" button we will receive your order by email and you will also receive an order confirmation email with an order reference number. We will contact you for payment and delivery instructions if needed. That's it!

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What other methods of ordering can I use?

If you don't want to order through our website you can order using our contact form or the following details:
Email: enquiries@thetahealth.co.za Phone: +27 (0)11 786 9682 Mobile: +27 (0)83 548 2389

When ordering please specify the product, size and quantity required. We will contact you for further details regarding courier and payment method.

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What happens if an item I ordered is out of stock?

We usually have plenty of stock available but if for some reason we don't have what you ordered we will contact you to let you know. We will let you know when we expect to get more and will ship it to you immediately upon delivery.

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Can I place an order for delivery to a different address?

Yes. In the checkout stage you can specify an alternative shipping address you want your order to go to. We will contact you for the payment and shipping methods if needed.

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What payment options do I have?

Cash: you can pay cash upon personal collection of goods.
EFT Bank Transfer: you will receive an invoice for your order by email with our bank details and we will despatch your order as soon as we receive confirmation of payment.

PayPal: We use PayPal for international payments only -
(see bank charges).

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How do I pay?

Once we receive your order through our website and if you are paying by EFT we will contact you with our banking details and futher instructions on how to pay. If you are collecting your order personally then we accept cash on arrival. International customers paying with PayPal, we will send you an email with PayPal link for making payment.

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Are there any bank charges?

EFT: No bank charges added if making payment via the internet.
ATM: We do receive a minimal bank charge if you pay at the ATM but we do not add it to your final invoice.

Over the Bank Counter: If you pay over the counter at the bank we end up receiving a bank charge which we will have to add to your order's invoice. This additional charge will need to be paid before your order is sent. If you want to avoid this charge then please pay by EFT.

PayPal: International payments using PayPal will incur a charge based on the order amount.

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Can I avoid bank charges?

To avoid bank charges being added to your order it is advised to do an EFT payment via the internet or at the ATM. There are no bank charges passed on to you with these two methods.

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What are my delivery options?

We post or courier your order to any address in South Africa or internationally. You can also collect your order from us free of charge.

Post Office: delivered to your local Post Office where you can make a personal collection.
Courier: door to door service.
Personal Collection: collect from us at our location. (Please call to arrange an appointment).
Pargo Collection Point: collect from a Pargo point of your choice.  Click here for more details.
International: sent using South African Post Office or Courier

Delivery Insurance
We offer the option of delivery insurance cover at an additional cost. The insurance will cover any loss or damage of your shipped products. Once your delivery has been shipped we cannot accept responsibility for lost, stolen or damaged goods in transit. Any loss or damage without insurance will be at the loss or expense of the customer, so it is advised to accept insurance cover.

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How long will my delivery take?

We despatch all orders, unless otherwise stated, within one working day of receiving full payment. The delivery times below are not guaranteed by us but a guide supplied by the courier services we use. We will endeavour to ensure you receive your order in a timely manner but once your order gets despatched we accept no more responsibility on delivery time.

Post Office delivery usually takes 5 working days or more.
Please remember to take the parcel card or tracking reference and your ID with you when you go to collect your parcel.
Local courier delivery usually takes 1 to 3 working days depending on the order's destination.

Courier deliveries are made Monday to Friday between 9am and 5pm. There are no deliveries on weekends or public holidays. Please do not hesitate to contact us if you wish to get a more exact estimate.
Pargo Collection Point delivery usually takes 2 to 5 days, depending on the location of your Pargo parcel point.

International Deliveries
For international deliveries using the South African Post Office can vary considerably depending on destination. We cannot guarantee a delivery time for international deliveries.
Late Deliveries

Unforeseen circumstances e.g. adverse weather, closed roads, strikes etc. could prolong the delivery time. This is rare but it does happen, so 'late' delivery is not a grounds for refund or cancellation of the order. However, if your delivery has not been delivered after the estimated times shown above, please contact us with your order number so that we can follow up on the matter. We will also provide you with a tracking number so you can follow your order.

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What is the cost of delivery?

The Post Office delivery charge is based on the weight of your order:

Weight Range

*Our Delivery Charge

0-1 kg

R60.00

1-2 kg

R69.00

2-4 kg

R76.00

4-5 kg

R83.00

5-6 kg

R90.00

* South Africa ONLY: fees include packaging and handling costs to Post Office (excluding insurance).

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Where does Theta Health deliver to?

South Africa: We deliver to any address in SA.
International: We deliver small parcels to international destinations via the Post Office.

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Do I have to receive my delivery personally?

No. It just needs someone at the house or location that is recorded on the delivery note.
You will also need to provide a contact phone number for the courier company to contact you if needed.

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How can I track my order?

We will provide you with a tracking number so you can track your delivery online.
For Post Office domestic tracking: Click here
For Post Office international tracking: Click here
For Courier Guy tracking: Click here
For Pargo collection: Click here

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What do I do if I wish to return something I purchased?

You are welcome to return any goods purchased within 7 days of receiving the them. We can only accept goods for return that are still in their original packaging. We cannot accept goods for return once they have been opened or used unless there is a definite quality issue.

You will have to pay to have the item couriered or posted back to us. If it is a definite quality issue with the product and as soon as we receive it, we will issue you with a credit on your next purchase to the same value of the return postage. Proof of postage will be required. Our policy is to deduct a 10% handling fee from the original price if the return of the goods requires a lot of administration to get it back. Or you can return it personally.

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What do I do if there is a quality issue with my product?

We do try to ensure all of our products are of high quality but if you find your product to be of poor quality i.e. doesn't taste as it usually does, content looks bad, then please let us know. Some of our products do have strange smells and tastes and the consistency can vary slightly but if you feel there is something wrong with it then let us know so we can rectify the problem.

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What do I do if I receive goods damaged or broken in transit?

If you do not receive your order in mint condition or if anything is broken or damaged please let us know immediately so that we can ensure the situation is rectified with the courier service. If you can, please do take a photo of the damaged item as this helps improve the way products are sent. Once your delivery gets despatched we cannot be held responsible for losses, breakages, etc. whilst in transit. Unless you have opted for delivery insurance you will have no recourse for losses or damages, etc. So we advise you to ask for delivery insurance when ordering.

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Where is your location?

We are physically based in Highlands North, (about a 5 minute walk from Balfour Park Shopping Centre) in Johannesburg, but since we operate an online business only we deliver anywhere in Southern Africa. You can place an order with us through our website or on the phone and we will send your order to you. You can also collect your order from our location if you are local.

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Can I come and browse your products at your location?

Yes you are welcome to stop by but at invitation only as we operate an online business and don't operate in a retail shop environment. So please call or email us to make an appointment.

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Can I buy your products somewhere else?

Yes you can purchase our health products elsewhere as we supply other health shops, alternative health practitioners and dealers. Click here to see the health shops and dealers we supply.

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Can I sell your products?

Yes you can sell our products. We supply health shops, dealers, holistic doctors, nutritionists, physiotherapists, personal fitness trainers and alternative health practitioners to sell our products alongside their own business. This is a great way to make an additional income for you and benefit others. If you want to sell our products then please get in touch.

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What dealer discount do I get?

Please contact us for our dealer prices.

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What are the conditions of selling your products

We are quite relaxed but to become a dealer and sell our products we do have a few simple conditions to make things run well for both of us. Please get in touch with us to find out more.

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Can I join your Alternative Health Practitioner's Directory?

Yes absolutely. As a reseller we will add your details to our Health Shops and Resellers page on our website and if you are also an alternative health practitioner we will add you to our Alternative Health Practitioner's Directory. You'll get promoted on our website as a seller of our products and promote your own business too. We also promote you on our social media pages and email marketing campaigns.

 
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