Shipping

Coverage

South Africa only. We do not ship internationally, and we cannot deliver to a post box.

Address type

A street address where somebody can sign during working hours. Estates, complexes and office parks are fine — give us the gate or reception details in the address.

Collection

You can collect from the clinic instead, at Gardens, Cape Town. We will tell you when it is ready rather than assuming you can come the same day.

Outlying areas

Some routes are served less frequently and add a day or two. If yours is one of them, we will say so before the order goes out rather than after.

• Orders are prepared on working days. Weekends and public holidays are not dispatch days — a cold-chain parcel sitting in a depot over a weekend is a parcel we will not send.
• Main-centre deliveries are typically next working day after dispatch; regional and outlying routes take longer.
• Payment has to be confirmed before an order is prepared. On a bank transfer that is when the funds reflect, not when you send the proof — which is why card payment is the faster route once it is live.
• A first order that includes prescription items may wait on the clinical check. It is not a delay so much as the point of the platform.

1. 01

   We check the order

   Prescription items are checked against your record before anything is packed. If something does not line up — a script that has lapsed, a dose that changed at your last consultation — we contact you rather than guessing.
2. 02

   It is packed for the temperature it needs

   Cold-chain items are packed with coolant in insulated packaging sized for the route, and sealed. Ambient items are packed plainly. Nothing on the outside of the parcel says what is inside.
3. 03

   It goes out tracked

   You receive a dispatch notice with the carrier and the tracking reference, and the same detail appears on the order in your account.
4. 04

   Somebody signs for it

   Deliveries are signed for. Temperature-sensitive parcels should not be left with a neighbour or at a gate, so give us an address where somebody will be during working hours — a workplace is usually better than a home.

• Check the outer packaging before you sign. If it is crushed, wet or open, note that with the driver.
• Open cold-chain parcels immediately and get the contents into a fridge. Coolant is sized for the journey, not for a parcel that sits on a counter.
• If anything is missing, damaged, or arrived at the wrong temperature, tell us within 48 hours — how to report it. We would far rather replace a compromised item than have you use it.
• Keep the packaging until the problem is resolved. It is usually the evidence.

As a general rule, refrigerate what arrived cold, keep everything out of direct light, and do not freeze anything unless the label says to. Reconstituted vials have a shorter life than sealed ones. If you are unsure, ask your clinician before you use it — the answer is specific to what you have.