Answers
Frequently asked questions
The questions we are actually asked, answered plainly. If yours is not here, we would rather hear it than have you guess.
Accounts and pricing
Why can I not see any prices?
Pricing opens once you have a profile. Creating one takes an email address and a code sent to your inbox — there is no password. Until then the catalogue is fully readable, including every certificate of analysis; only the prices are withheld, because what you pay depends on what you have been prescribed and is part of your care rather than an advertisement. More on why →
Do I need to be a GenX Clinics patient to create a profile?
No. Anyone can create a profile and see pricing. What requires being a patient is ordering anything that needs a prescription, because a registered practitioner has to have seen you and written the script.
Why is there no password?
Because a password you reuse is a worse protection than a code sent to an inbox you control. Signing in sends an eight-digit code to your email address; entering it signs you in. Nothing to remember, nothing to leak in someone else's breach.
I have changed my email address. What happens to my record?
Contact the clinic rather than creating a second profile. A duplicate profile splits your order history and your repeats, and your clinician will not see the full picture. We can move the record to the new address.
Ordering and prescriptions
Which products need a prescription?
Product pages say so individually. As a rule, injectables and anything scheduled require a consultation and a script; accessories and some topical and oral products do not. If an item needs one and you do not have it, the page will tell you instead of letting you add it to a cart.
My clinician said they would prepare an order. Where is it?
In your cart. Sign in and you will see it, with a note saying who prepared it and when. It is your cart — you can change quantities, remove items or leave it there. Nothing is ordered until you check out yourself, and no member of staff can check out on your behalf.
Can staff see my account or act on it?
Staff looking after you can open your record, and can work inside your account to fix an address or adjust a repeat. Every time a staff member opens a patient record it is logged, including reads. They can never complete a purchase for you.
How do I know what I received is what I ordered?
Every batch we supply has a certificate of analysis, readable on the product page rather than available on request. Check the batch number on your item against it. If they do not match, tell us and do not use the item.
Delivery
Where do you deliver, and how long does it take?
South Africa only, to a street address where somebody can sign during working hours. Orders are prepared on working days after payment is confirmed; main-centre deliveries are typically next working day after dispatch, and regional routes take longer. Delivery in detail →
How is a cold-chain order packed?
In insulated packaging with coolant sized for the route, sealed, and dispatched tracked and signed for. Nothing on the outside of the parcel indicates what is inside. Open it and refrigerate the contents as soon as it arrives — the coolant is sized for the journey, not for a parcel left on a counter.
My parcel arrived warm, or damaged. What now?
Tell us within 48 hours, with photographs of the packaging, the coolant and the item, and keep everything until it is resolved. Do not use the item. We will tell you what we are doing about it. How to report it →
Can I collect instead?
Yes, from the clinic in Gardens, Cape Town. Choose collection at checkout and we will tell you when the order is ready rather than assuming you can come the same day.
Repeat supply
How do repeat orders work?
Items that support it can be set to arrive every two, four or eight weeks. The repeat is prepared from your record each cycle, so if your clinician changes a dose the next delivery reflects it.
Can I pause, skip or cancel a repeat?
Yes, from your account, at any time, without contacting anyone — pause it, skip a single delivery, change the quantity or move the next date. Do it before the delivery is charged and it takes effect on that delivery; we email a reminder a few days before.
Will I be charged without knowing?
No. A repeat is never opened on your behalf, and it cannot charge anything until you have added a payment method yourself. A repeat with no payment method stays pending and waits for you.
Paying and returns
How can I pay?
Card payment is being added. Until it is live, orders are invoiced and settled by bank transfer, and the order is prepared once the funds reflect. Prices include VAT at 15 percent.
Do you store my card details?
No card details reach our systems at any point. When card payment goes live it is handled by the payment provider in your browser, and we keep only the card brand, the last four digits and the expiry date so you can tell your cards apart.
Do you take returns or give refunds?
No. We do not take returns and we do not give refunds, so please be sure of an order before you place it. If an order arrives wrong, damaged or warm, report it within 48 hours and we will tell you what we are doing about it.
Privacy
Who can see my health information?
You, and the clinic staff looking after you. Staff access to a patient record is logged, including reads. Your orders and your pricing are not visible to other patients, and we do not sell or share patient data for marketing.
What can I ask you to do with my data?
Ask what we hold, have it corrected, withdraw a consent, or ask us to delete what we are not legally required to keep. Clinical and financial records have retention periods set by law that we cannot shorten, and we will tell you which applies. The privacy notice →
Do you track me around the internet?
No. This site sets only the cookies it needs to keep you signed in, and runs no advertising or analytics trackers.
Still unanswered?
Ask us directly. Clinical questions reach a practitioner rather than the front desk if you say so when you make contact.