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Help & Support

Frequently Asked Questions

I am nervous about shopping with my credit card online. How safe is it?

There is no need to be concerned about using your credit card online. It’s very safe. The system we use is called PayGate. This is one of two secure online credit card platforms that have been approved by all banks. Pay Gate has a watertight level of security and operates behind an SSL (secure socket layer) Certificate. All your details entered on the payment page are encrypted and cannot be seen by anyone. Credit card details are completely confidential and safe. PayGate is fully PCI-Compliant which means they have gone through rigorous testing and certification to ensure information is not prone to attacks or theft.

Is there any other way to make payment besides using a credit card?

The easiest and most efficient way is to pay with your credit card as your payment will reflect in our account immediately and we can process your order instantly. However, we also have an internet banking option available. This means you can pay via EFT and email proof of payment to onlineshop@wellnesswarehouse.com. The only drawback is that we have to wait until the payment reflects and, depending on who you bank with, this can take up to 3 days and only then we will be able to fill the order.

Do you deliver anywhere in South Africa?

Yes. We deliver almost anywhere in South Africa using a courier company called Fedex or Fastway. 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.

Do you deliver to other countries outside of South Africa?

Unfortunately, we do not deliver outside of South Africa.

What is the delivery cost?

The standard local delivery cost to outskirt areas is an average between R55 - R135 depending on the area. If you want a very speedy overnight option we are happy to quote you. If you have an account with a courier company you prefer to use, we will accommodate you.

Does it cost more to deliver if you order more or if you live far away?

You can order up to 15kg for the delivery price to be the same. If you live far away you may have to pay a bit more than the standard fee depending on the destination and if you want it overnight.

How do I make a purchase?

IN BRIEF: CHOOSE YOUR CATEGORY TO SHOP WITHIN / SELECT PRODUCT / ADD TO CART / PROCEED TO CHECKOUT / COMPLETE PAYMENT DETAILS / PLACE ORDER Register an account or log in at https://www.wellnesswarehouse.com/. On the top left hand side of the page you will see a tab that says SHOP ONLINE. Hover over it to select your category, for example FOODMARKET. The drop down menu will display various different options, click on the item you want, for example CEREALS. Here are all your available choices listed by brand name like (ORGANIX). Underneath you will see the description of the product (SPELT FLAKES) plus the price (Rxx). If you need more information you can click on the item and it will give you a description. Alternatively just click on ADD+ and it will move the product into your shopping bag. Once you have browsed all the departments and chosen all the products you want, click on VIEW in the top right CART tab. You will see running total of the cost of your selected items. Then click on the tab that says CHECKOUT. Fill in your details (delivery address/name etc) and any special requests. This could be to gift wrap a specific item or to specify a certain colour or delivery time. Follow the prompts, fill in payment details and be assured of a timeous arrival.

When is the online shop open?

Naturally our online shop is available 24/7 but we process orders and answer queries from Monday to Friday, 8am to 5pm (except on Public Holidays). If you are shopping in the middle of the night, your order will be processed the very next morning. Once we receive payment we dispatch your order within 3-5 Working days. If we are out of stock, we will contact you.

How do my purchases get delivered?

1. Our chosen courier company will deliver your order to your preferred address. Deliveries take place from Monday to Friday between 9am and 5pm. There are no deliveries during weekends and Public Holidays. If 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. 2. You can choose to collect directly from the store, if you select that option, a map will open up that directs you to your nearest collection point. 3. If you select a different courier or you prefer us to use Postnet or the post office, this will take between 7 and 14 days.

Do I have to personally receive my order?

No, whoever is at the selected delivery address can sign for your order and receive it on your behalf.

How long does delivery take?

By courier - 3 to 5 working days from dispatch, Post Office can take up to 14 working days.

What does it mean to have a My Wellness Account?

The MyWellness account lets you add your favorite items to a personal shopping list to help with future purchases. It also keeps your shopping history and subscribes you to our promotional offers.

Can I write a personalised message?

Yes, there is a space available for a personalized message. When ordering a Gift Card online you can even stipulate if you want your message hand written or printed.

How can I track my order?

Once your order has been dispatched we will send you an email that contains your waybill number and the web address so you can personally track progress on your delivery.

What happens if my goods arrive broken?

Please contact us so we can address the matter immediately. We are here to help you and sort out any problems you may have.

Do you take returns?

Yes. Most goods can be returned with a valid reason. A small fee for collection and delivery may apply. There are certain goods we will not take back, like products that have been used, products to do with personal hygiene and products like CD;s, DVD’s, Books and pharmacy scripts.

What happens if my order never arrives?

Please contact us, and we will follow it up for you using the waybill number if by courier or using the registered mail number if sent via the post office.

Do you deliver big items like a therapy bed?

If it is listed on our online shop, yes, we will deliver it. If there is something special you need like a therapy bed, we will notify you with a quote for delivery.

Is there a minimum order amount?

No, but bear in mind you pay a standard courier fee so make the most of the situation by ordering everything you need at one time.

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SnapScan is a cashless and cardless payment method that lets you pay securely with your smartphone. You can use the app on iPhone, Android and most BlackBerry phones.

If you don't have Snapscan installed, you can download it here

To use SnapScan, choose it from our list of payment options. Open the app and scan the QR code on your screen. Follow the instructions on your phone. Once payment has been made successfully, click the "I have made payment. Place order" button.

If you have any questions, don’t hesitate to contact us.

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