FAQ's


Frequently Asked Questions (FAQ's) are those questions which are most frequently asked by our customers. You can save lots of time by viewing our FAQ's if you need an answer urgently. If you don't find a suitable answer in our FAQ's then please feel free to contact us directly.

All questions are answered by email within 2 business days. Just click here and choose the category which best suits your question.

NEED TO CHANGE SHIPPING ADDRESS?

If you need to change your address on your order you must do so within 2 hours of placing your order. We cannot be held liable for wrong shipping addresses. If you need to change your address please click on this button...

Change Shipping Address NOW


Using PayPal

Q."How can I order Matula if I live in a country that is NOT included in the list of countries on the PayPal online Order form?"
A. You can now place orders and make direct payment into our bank account. Simply click here and choose the method of payment that suits you best.

Q."I have a problem with my order going through the PayPal system."
A. One of the most common problems is when you don't enter your name exactly as it appears on your Credit or Debit Card. Please make sure to use the same case, Capitals or lower case exactly as on your card. Another common problem is when you have not entered all the details required by PayPal. Please check that you enter all your details. If you still experience problems please contact PayPal for further assistance, or you can opt to make a Direct or Offline Payment.

Q."If I don't have a Debit or Credit Card can I still use PayPal?"
A. PayPal accept Debit or Credit Cards. If you do not have one of these cards, then try PayPal's eCheque payment facility, or alternatively, you can opt to make a Direct or Offline Payment.

Q."How do I place my Matula Order?"
A.  Click here to find our "Buy Now" buttons and press on the one relevant to your needs. You will automatically connect with the PayPal online ordering process. Please follow the instructions and complete all the information that PayPal require. When you have completed this then click the "Process Order Now" button and your order will be processed. PayPal will send you an Order Confirmation and then we will also acknowledge that your Order has been received.

Q."After I have placed my order how long does it take to ship it to me?"
A. It will take a maximum of 2 business days, but normally we ship 1 business day after we have received your order. The only exceptions will be when we have a Bank or Public holiday in the country we ship from, or when we are waiting for additional information from our customers.

Q."Can I place my order for Matula over the phone?"
A. At the moment we can only accept orders through PayPal, or directly into our bank account (see Q1). Our future plans are to provide you with even more options to make payments.

Q."I don't have a credit card or PayPal account. Can I ask a relative or friend to place an order through PayPal on my behalf?”
A. Yes you can. Please ask your relative or friend to enter your name and address in the PayPal order processing page section where it asks (Is your shipping address different to your Billing Address?). We can then ship your order directly to you. It is important that you ask your relative or friend to add your name and address in the space provided because we ship your order through Registered Airmail and you will have to sign for it and show proof of your address when you receive it. We use this method to ensure the least possible risk through the Postal Service. Or alternatively, you can opt to make a Direct or Offline Payment.


Shipping

Q."How long will it take me to receive my order once it has been shipped?"
A. This depends on whether you have chosen Registered Airmail or the Fast Track Service. Please do note, however, that the Fast Track Service is only available at the moment if you live in the USAor Canada. If you chose Registered Airmail you can expect delivery between 8 to 14 days for most countries. If you chose the Fast Track Service then expect delivery in 3 to 5 business days.

Q."How can I change my shipping address after completing my order?" 
A. This needs to be done within 2 hours of p[lacing your order - If you need to change your address please click on the button below.

Change Shipping Address NOW

IMPORTANT FAST TRACK CHARGES NOTE:
Please note that all Matula Herbal Formula orders are shipped from South Africa. To ensure fastest possible delivery and that the freshest stock is delivered, we keep a small rolling stock with our distributor in the USA. Behind the scenes we courier replenishment stock everyday from South Africa to the USA to ensure we constantly have enough stock on hand to be shipped out by FAST TRACK delivery. To courier Matula Herbal Formula direct from South Africa your door would cost up to $55.00 more than we charge. We have worked very hard to establish a far more cost effective Fast Track Delivery service at the current price - this is just over $20.00 more than the Registered Airmail option - which will normally take between 10 to 14 working days to reach you. Please do not be alarmed when you see a delivery cost of less than $10.00 on your parcel when it arrives - this only covers the cost of the final leg of your parcel's journey after it has been shipped from South Africa to your address in the USA or Canada. Please also note that the shipping charge you see is NOT an additional charge - it is included in the Fast Track charge you paid for when you ordered.

Q."What shipping method do you use?"
A. At present we offer two shipping options - Registered Airmail (all destinations) and Fast Track (USA only) Delivery Service to both physical street addresses or PO Box Addresses, depending on what shipping address you provide us with.

Q."When my order arrives do I have to personally sign for it?"
A. Yes, we send all order shipments by Registered Airmail with a tracking number. When you receive your order you will be required to produce proof of your personal identity that links to your postal address or PO Box number. This will be in the form of an ID Document or Passport. We have designed it this way to make sure you get your order and eliminate the possibility any fraud occurring.

Q."How can I check the delivery status of my Registered Airmail order, once it has been shipped?"
A. This is a fairly simple process. If you would like to check the progress of your order within 3 days of receiving the shipment notification and Tracking Number e-mail we send to you, then you should click on this link; http://www.postoffice.co.za/tools/trackandtrace.html. When the page opens simply enter the Tracking Number that we issued you with in the box labelled as 'Domestic Number' and then click submit. An example of the Tracking Number that we sent you will look like this:- RJ123456789ZA. The SA Post Office Tracking system applies to ALL countries no matter where you reside and all the way from when the parcel was shipped and up to when it was delivered.

Q."Why can we not choose Registered Airmail as a shipping option for Canada?" 
A. For unknown reasons Canada Post has presented extensive problems with parcels getting lost or stolen. A high level investigation has been launched to determine the reasons for this. Canada Post is also the only postal system that does not handle insured parcels, hence the need to route our shipping from South Africa via the USA.

Q."What would happen if I made a mistake with my address and my parcel was returned to to you?"
A. All postal services around the world are bound by regulations to only deliver items that have a full and correct address, particularly when the item has been sent by Registered post. If your address is incorrect or incomplete then your parcel will be returned to us. When deliveries are returned we will contact you and confirm that you have provided us with an incorrect postal address details. When you have reconfirmed or corrected your address details, we will correct the delivery address and place the reshipment on hold. We will release your order as soon as we have received your payment for the additional shipping fees. Once your payment has cleared, we will immediately ship your order to you.


Placing and Processing an Order

Q."I have a problem with my order going through the PayPal system."
A. One of the most common problems is when you don't enter your name exactly as it appears on your Credit or Debit Card. Please make sure to use the same case, Capitals or lower case exactly as on your card. Another common problem is when you have not entered all the details required by PayPal. Please check that you enter all your details correctly.


If you are still unable to complete your transaction with PayPal then please call one of these numbers;
USA and Canada 1-402-935-2050
United Kingdom 08707 307 191

PayPal's friendly operators will be there to assist you. They are open between the following hours:
4:00AM to 10:00PM Monday through Friday
6:00AM to 8:00PM on Saturday and Sunday

Q."I have a problem with my order going through the PayPal system."
A. PayPal accept Debit or Credit Cards. If you do not have one of these cards, then try PayPal's eCheque payment facility.

Q."How do I place my Matula Order?"
A. Click here to find our "Buy Now" buttons and press on the one relevant to your needs. You will automatically connect with the PayPal online ordering process. Please follow the instructions and complete all the information that PayPal require. When you have completed this then click the "Process Order Now" button and your order will be processed. PayPal will send you an Order Confirmation and then we will also acknowledge that your Order has been received.

Q."After I have placed my order how long does it take to ship it to me?"
A. It will take a maximum of 2 business days, but normally we ship 1 business day after we have received your order. The only exceptions will be when we have a Bank or Public holiday in the country we ship from, or when we are waiting for additional information from our customers.

Q."Can I place my order for Matula over the phone?"
A. No - this is in the interest of your own security. At the moment we can accept orders through PayPal, Western Union or by direct bank transfer.

Q."Can I buy Matula anywhere else?"
A. At present, Matula can only be purchased directly from this website.

Q."I don't have a computer of my own. Can I ask a relative or friend to place an order through PayPal on my behalf?
A. Yes you can. Please ask your relative or friend to use all their own details when placing the order. As soon as the transaction is complete the person who made payment will be returned to our site, and an option to change the shipping address will be given. We can then ship your order directly to you. It is important that you ask your relative or friend to add both your name and your address, because you will have to sign for your order when it is delivered to you. We use this method to ensure the least possible risk through the Postal Service.