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.

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...

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FAQ's - 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. Fast Track Service is only available at the moment if your order is to be shipped to the USA or Canada. If you chose Registered Airmail you can expect delivery in approximately 15 busuiness days for most countries. If you chose the Fast Track Service then expect delivery in 3 to 5 business days.

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 takeapproximately 15 business 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 except Canada), and Fast Track Delivery (USA and Canada only).

Q."How can I check the delivery status of my order, once it has been shipped via Registered Airmail service?"
A.  Simply login to your countries postal service website, find the tracking tool/section, and enter the tracking number we send you. Note that tracking info is only displayed after your parcel has been cleared by customs in your country. For earlier tracking info you can login in to the South African Postal Srvices website and enter your tracking number there. 

Q."How can I check the delivery status of my order, once it has been shipped via the Fast Track service?" 
A.  Once your order has been shipped we will provide you with a tracking number, and a link to use should you want to check on tracking progress.

Q."Why can we not choose PostNet Global Mail 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 mail. 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.


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