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Frequently Asked Questions
Here you will find the most commonly asked questions we get from our customers on our online shop service. We have listed some of the frequently asked questions on how to purchase through our online shop, methods of payment, postage and delivery methods and costs, the returns and refund procedure. If you have a question about a product, there is more information on the actual product page or if that doesn't answer your question, contact us directly.
Q. How do I place an order through your website?
1. SHOP FOR PRODUCTS: Find the product(s) that you would like to order by browsing the "Shop by Category" or "Shop by Ailment" buttons 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 of the website.
2. YOUR CART: When you find the product(s) that you like, choose the quantity required and add it to your shopping cart by clicking the "ADD TO CART" 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 the "View Cart" icon at the top of our website. 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 other than your own if you require. Just tick the box at the bottom to deliver to another address. 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 product(s), 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 and further details regarding your delivery and payment options. That's it!
Q. What other methods of ordering can I use?
If you don't want to order through our online shopping cart you can order using our contact form or the following details: Phone: 011 786 9682 Mobile: 083 548 2389. When ordering please specify the product, size and quantity required. We will contact you for further details regarding courier and payment method.
Q. 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.
Q. 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. Please give a contact number for the alternative shipping address.
Q. What payment options do I have?
EFT Bank Transfer: you will receive an invoice for your order by email with our banking details and how to pay. We will despatch your order as soon as we receive confirmation of payment.
Cash or Visa/Master card (Office ONLY): upon personal collection of goods at our office in Johannesburg, you can pay with cash or use our card machine for Visa/Master cards only.
Q. How do I pay?
Once you place your order through our website and if you are paying by EFT (Electronic Fund Transfer) we will contact you with further instructions on how to pay. If you are collecting your order personally, at our office in Joburg, we will accept cash payment on arrival, or you can pay by bank card using any Visa/Master card.
Q. Are there any bank charges?
EFT (Internet Payment): No bank charges added if making payment via the internet.
ATM (Cash Machine): 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 counter inside the bank: If you pay over the counter at the bank we end up receiving a substantial bank charge which we will have to add to your order 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 (internet) or use the ATM (cash machine).
Q. 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 make a payment at the ATM (bank cash machine). There are no bank charges passed on to you with these two methods. DO NOT pay inside a bank at a teller as you will be charged a minimum of R60 in bank charges.
Q. What are my delivery options?
We courier your order to any address in South Africa. You can also collect your order from us free of charge. Delivery options are:
Courier: door to door service.
Personal Collection: collect from us at our location. (Please call or email to arrange a time to collect).
Pargo Collection Point: collect from a Pargo point of your choice. Click here for more details.
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.
Q. 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.
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.
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 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.
Q. What is the cost of delivery?
Door to Door Delivery Charges | |
Delivery charge is based on the weight and size of your order: | |
Service | Delivery Charge |
Local Delivery (Johannesburg and Pretoria) | R65-R105.00 |
All other areas: | We will contact you with a quote. |
*South Africa ONLY: fees include packaging and handling costs (excluding insurance). | |
Pargo Courier Delivery Charges | |
Service | Delivery Charge |
Parcel up to 5kg. Parcel up to 10kg. | R86.00 (excl. insurance) R129.00 (excl. insurance) |
Q. Where does Theta Health deliver to?
South Africa: We deliver to any address in South Africa.
Please note: We no longer ship to international destinations outside South Africa due to import/export regulations and additional admin.
Q. Do I have to receive my delivery personally?
No. It just needs someone at the house or location address 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.
Q. How can I track my order?
We will provide you with a tracking number so you can track your delivery online.
- For Fastway Couriers tracking: Click here
- For Courier Guy tracking: Click here
- For Pargo collection: Click here
Q. 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 them. We can only accept goods for return that are still in their original packaging and condition. 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 note 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.
Q. 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.
Q. 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 take photographs of the damaged item(s) and send them to us 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.
Q. Where is your physical location?
Our office is based in Highlands North, (about a 5 minute walk from Balfour Park Mall) in Johannesburg. We are not a physical health shop and only operate online. 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.
Q. 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.