UPDATE - 15th January 2020
Royal Mail is experiencing delays with the injection of parcels shipped from the 21st December, and subequent delays with tracking number provision. We expect 10 days to be added onto the transit times however.
We will email you the tracking numbers as soon as they show injection into Royal Mail.
PRIOR UPDATE - 2nd December 2020
ROYAL MAIL ACTIVATION
We are happy to announce that we are now shipping all parcels via ROYAL MAIL, in order to bypass unreasonable delays experienced with previous networks. We are already seeing a return to near normal transit times.
Although COVID might still cause unexpected delays, this depends largely on each country's shipping regulations, which are in a constant state of flux.
We are still experiencing extreme COVID-19-induced delays, for some parcels sent between the 1st August and 12th November. Usually, we would reship a delayed parcel by the 6-week mark, but we are simply unable to service all the requests that we are receiving.
We have thus been forced to extend our reship policy to 12-weeks, and ask those willing to wait longer to do so please. Luckily they are all getting there eventually, given time.
Please bear in mind, that we will not leave you out of pocket and always reship a parcel in the end.
CURRENT TRANSIT TIMES:
UK : 3 weeks
EU : 4-5 weeks
USA : 4-5 weeks
REST OF WORLD : uknown as yet, but monitoring closely. 4-6 weeks expected
Customers can also consider ordering our products from UK-based www.MandiMart.co.uk for faster transit times (they re-open on 4th January 2020)
AIR MAIL: 10-12 days faster than us via Royal Mail
DHL : within a week to the USA.
It would be much appreciated if you could please let us know when your parcel arrives, in order to help us gauge transit times.
Thank you for your patience and understanding during these trying times.
We wish you and your loved ones health in this difficult time,
smooth chelation rounds and thank you again for all your support :-)
We will endevour to answer you email within 48 hours, please check your Spam folder if it extends beyond this time. For all shipping related queries, please see our Shipping & Returns page. We will only be able to send you tracking numbers 2 weeks after shipping your order, once it has been re-mailed in the EU.
Credit Card transactions are usually blocked/declined by the issuing bank, and we are unable to lift such a block.
If your credit card payment was declined, please consider the following before emailing us:
- First, contact your bank and inform them about an overseas purchase in South Africa (US-customers especially, as US-banks usually block overseas transactions by default). Request that your bank unblock your card to the highest level of security code (or it may still be declined).
- Then please try the transaction again, as a failed transaction cannot be authorized retrospectively. For security reasons, we don't store credit card numbers, and so we cannot retry it on your behalf.
- Ensure that you are still logged into the store by refreshing your browser, as you may have been logged out automatically whilst calling the bank.
- Your bank should have registered you for VERIFIED BY VISA & MASTERCARD SECURECODE by default. The transaction will not succeed if not registered, except for AMEX and Diners Club. i.e. Check your emails/sms for messages from the bank, in order to possibly approve the transaction e.g. Citibank, Chase etc.
- Second, try an alternate browser (FireFox, Chrome, Safari, Internet Explorer)
- especially, if a window comes up saying, "Your transaction cannot be processed at this time."
- Third, if you have an AMEX/Diner's Club card, please use that, as they do not need to go through the 3D-Secure process (also try another VISA or MC if you have one).
- Finally, if none of the above work please contact us, as we can attempt to process the order manually for you, but only if you have called your bank to clear it first
- We shall reply to your email with instructions on how to send your details. Please do not send us any card numbers via email.
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