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Frequently asked questions

Ordering, EFT payment, delivery, lab reports and returns. Can't find your answer? Ask us on WhatsApp.

Ordering

How do I place an order?

Add products to your basket, open the basket and tap Send order request. Fill in your details and send. You will see an order reference straight away, starting with VG.

Is my order confirmed when I send it?

Your request reaches us immediately. We check stock, then email you our EFT banking details. Your order is confirmed once payment clears.

Can I change or cancel my order?

Yes, until it is dispatched. Reply to our email or message us on WhatsApp with your order reference.

Do you give dosing or usage advice?

No. We don't provide dosing, usage or medical advice. Please speak to a qualified healthcare professional.

EFT payment

How do I pay?

By EFT only. After we review your order request we email our banking details. We never ask for card details, and our banking details are never shown on this website.

What reference should I use?

Use your order reference (for example VG-20261009-4821) as the payment reference so we can match your payment quickly.

How long do I have to pay?

We hold stock for 48 hours after sending banking details. If you need more time, just let us know.

How can I be sure the banking details are really from you?

They only ever come from our business email address shown on the Contact page. If anything looks different, message us on WhatsApp before you pay.

Delivery

How quickly do you dispatch?

Most orders are dispatched in 1 to 3 business days once payment has cleared. Health Axis products take up to 7 days to ship.

How long does delivery take?

Standard courier usually takes 2 to 4 business days after dispatch. Outlying areas can take longer.

What does delivery cost?

Standard courier is R200 on every order.

Do you deliver nationwide?

Yes, we deliver anywhere in South Africa by courier. You will receive a tracking number when your parcel is dispatched.

Lab reports

Are your products lab tested?

Where we hold a third-party lab report for a batch, the product shows a Lab tested badge and links to the report. Products without one are clearly marked Report on request.

Can I request a report?

Yes. Message us on WhatsApp or email us with the product name and we will tell you honestly what documentation we have for that batch.

Returns

Can I return a product?

For safety reasons, opened or unsealed products cannot be returned. If your order arrives damaged, incorrect or incomplete, contact us within 48 hours and we will put it right.

What if my parcel is damaged?

Please take a photo of the parcel and products and send it to us on WhatsApp or email within 48 hours of delivery. See our Refunds policy for details.