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Yes, we have taken every precaution to ensure that your personal details are safe and secure. All sensitive information you provide is encrypted using industry-standard Secure Sockets Layer Technology, and we utilise a leading South African Payment processor. We also insist that all Credit Card payments use 3D secure processes so you will always be asked for a one-time PIN when purchasing products on our Website, in order to prevent fraudulent transactions.

In order to take advantage of our convenient shopping experience, you will need to register on our website and create an account. By creating a profile with Bioteen and registering your delivery address, the order and delivery process will be more streamline and time efficient, which will also allow you to track your orders more effectively.

In order to make your online shopping experience as secure as possible, the password entered on registration must be alpha-numeric (that is, a mix of letters and numbers) and must be a minimum of 8 characters in length. We recommend including a Capital letter to strengthen your password.

In order to reset your password, once you are logged in, click on the “My Account” icon. Proceed to click on the account details menu on the left-hand side sub navigation. Follow the prompts to rest your password. Please ensure that you enter the e-mail address you registered with and remember that your reset password must also adhere to the requirements specified in point 5.3 above.

If you have lost your password, click on the “Account” Icon and you will be taken to the login page. You will only be able to use the lost password functionality if you have already registered with Bioteen. Click on the login tab and the ‘Lost your Password’ link under the login button. Insert the e-mail used for registration and a ‘lost password’ e-mail will be sent to you. Follow the instructions in the e-mail to reset your password. Please ensure that you enter the e-mail address you registered with and remember that your new password must also adhere to the requirements specified in point 5.3 above.

If your e-mail address has changed, please contact us on info@bioteenhealth.com.

Log in as you normally do with your username and password. Go to “My Profile” and change your old e-mail address to your new e-mail address – make sure to save your changes.

No, for your convenience, and ease-of-use we have maintained a static Password that will not expire. However, should you wish to change your password, you can either change it in your “My Account” section or reset by following the password reset process as laid out in Point 5.3 above.

Yes, the minimum order amount is R200.

Ordering from Bioteen could not be easier. When you have made your choice and know which products you’d like to order, simply add them to the shopping cart by pressing the order button. After which, you will see that your chosen products have been added to your shopping cart. To complete your order, proceed to checkout, choose your secure payment method and complete your payment and add your delivery details. We will then process your order as soon as your payment is received. If you have paid, but you have not been redirected to the “order confirmation page” or you have not received an e-mail from Bioteen confirming your purchase, please follow the below steps:

1. Check the ‘spam’ or ‘junk mail’ folder of your e-mail account.
2. Verify your order status by viewing it in “My Account”.
3. If you are still experiencing problems, contact us at info@bioteenhealth.com

to confirm your order.

Please do not re-order your product/s without completing the above 3 steps, as this may create duplicate orders on our system.

The products you have added to your basket will remain in your cart, until such time as they are removed. If not removed, they will be automatically removed when the product becomes unavailable on our online store. Please note that prices may change over time, especially in the case where products are on promotion.

To the left of each item in your cart there is an “X” button which will remove the item from your cart. You are also able to reduce and update your item quantity.

Yes, you can place an order for delivery outside of South Africa, however this cannot be done through our website. If you are wanting to place an order for delivery outside of South Africa, contact
sales@bioteenhealth.com so we can arrange a quote.

You will receive confirmation of your order via the e-mail address you registered with. If you do not receive a confirmation of your order after 30 minutes, please contact us on
info@bioteenhealth.com so we can investigate the matter.

You will only be able to change your order if you order hasn’t been dispatched. Once dispatched, you will have to follow our returns policy set out in clause 4. Alternatively, please contact us on
info@bioteenhealth.com to assist you with any changes that you wish to make to your order.

We are here to assist you with any enquiries you may have – Monday to Friday 8am – 4pm. You may contact us on info@bioteenhealth.com or 0861 BIOTEEN / 0861 246 8336.

After you have placed an order, you will receive a confirmation e-mail. Check the order and address details carefully. If something is wrong, please contact us on info@bioteenhealth.com, as soon as possible. If the order has not been dispatched, we will correct the address for you. If the order has already been dispatched, no changes can be made, and you will have to receive the parcel at the specified address. Therefore, please ensure that you capture the correct address at the time of your order.

You will receive an e-mail confirming your order along with your Invoice.

Yes, the currency for all orders in South Africa is South African Rand (ZAR).

All prices are inclusive of VAT (Value Added Tax).

At Bioteen we have a number of different payment options through our third-party payment gateway. This payment gateway allows you to choose your preferred payment option. There are 7 different payment options available:

1. Credit & Debits Cards (Visa and Mastercard)
2. Instant EFT
3. Mobicred
4. Masterpass
5. Snapscan
6. Debit Card
7. Zapper

The payment will be immediate. This means that we will be able to start processing your order straight away.

We never store your card information without your permission. In order to facilitate repeat orders, your card details are stored by a trusted third-party payments company. This data remains encrypted.

3D secure is an initiative by Visa and Mastercard which adds an extra layer of security when you use your card online. A 3D-enabled card will require the entry of a one-time PIN before your order can be placed. If you have never set your card up for 3D Secure one-time PINs, your bank will automatically take you through the process the first time you try and pay.

The 3D-Secure refers to the following three domains which are involved in keeping your financial and card‘s information secure and safe:

1. The Acquiring or Merchant’s bank;
2. The Card Association’s financial network i.e. Mastercard and Visa;
3. The Issuing or Cardholder’s bank.

Very simply, the system authenticates the cardholder before the transaction takes place, by diverting the browser to the bank that issued the card, who then requests a PIN from their cardholder which conclusively proves that this actually is the cardholder who is entitled to use this card. Once they are satisfied that this is the true cardholder, an authentication receipt is issued which is then presented to the merchant’s bank along with the authorisation request. If the transaction is then approved by the issuing bank they may not charge the merchant because the cardholder disputes the transaction as not being originated by them.

We only deliver within the borders of South Africa. Importantly, please note we are unable to deliver to P.O. Box addresses. We thus deliver only to physical addresses. If you live in an estate, please ensure that the security gate will allow the courier to enter; otherwise, provide an alternative address to ensure speedy delivery. We do not deliver to any address outside of South Africa through the website. For International orders and shipment, please e-mail us directly on.
sales@bioteenhealth.com.

Estimated time of delivery is with 48 hours in the Cape Town area, within 72 hours to other main metropolitan areas and 96 hours to other regional and outlying areas from the time the payment is cleared. You should receive your parcel within 5 – 7 working, but we will communicate with you should there be a delay on your order.

We cannot give a time when the designated courier will arrive to deliver the parcel. There are many factors which influence the exact delivery time, such as traffic, delays at a previous stop or a technical problem. Delivery will take place between 8:00am – 17:00pm, Monday to Fridays. Please ensure that someone is present at the delivery address to receive and sign for the parcel. No deliveries will be made over the weekends or on public holidays.

Orders placed before 3pm on a business day will be dispatched that same day. If placed after 3pm, it will be dispatched to the courier the evening of the next business day only.

Delivery is free on orders over R750 For orders of R750 and below, we charge a nationwide flat fee of R75.

Yes, you will receive a shipping e-mail from us, which includes a waybill number that can be used to track your parcel. You will be able to track your parcel directly on bioteenhealth.com/za.

Once logged on, you can access “My Profile” where you will be able to edit, add or delete addresses. You can also change your address at checkout. However, you are not able to change the address once your parcel is out for delivery.

No, deliveries on one order cannot be split. Should you wish to deliver to different addresses, you will need to place separate orders which will have to be paid for separately.

All our parcel deliveries are done via third-party courier companies. This means that we cannot control the operations of the third-party company. Unfortunately parcel delays can happen, however we can assist you with following up with the courier service provider. Please send an e-mail to
info@bioteenhealth.com and we will attend to follow-up and investigate the matter.

We please ask that someone is present at the delivery address during working hours to receive the parcel. If you were not at the specified delivery address the courier company will phone you later that day to arrange an alternative delivery time. Bioteen SA (Pty) Ltd reserves the right to charge you an additional delivery fee if an alternate date and time is required.

We provide a facility to track the status of your order online directly on bioteenhealth.com. Alternatively contact us on
info@bioteenhealth.com.

Should an item be damaged (product is visibly damaged during transit), please e-mail us on info@bioteenhealth.com. Damaged goods must be reported to us in this way within 7 days after receipt. The courier company will collect the product from you and once we have received and inspected it, you will be notified and issued with a voucher code to order the product again at no cost (free shipping included too). You can also request a refund on your credit card.

Shoold you have received the incorrect item (product or flavour), then ordered, please e-mail us on info@bioteenhealth.com. Incorrectly delivered goods must be reported to us within 7 days after receipt. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code to order the product again at no further cost (free shipping included too). You can also request a refund on your credit card instead.

Should an item be faulty or defective (the product is impossible to consume or is visibly defective), please e-mail us on
info@bioteenhealth.com. Defective goods must be reported to us in this way within 7 days after receipt. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code to order the product again at no cost (free shipping included too). You can also request a refund on credit card.

Should you for some reason no longer want the item that you have purchased, and the product is still sealed in its original packaging, please e-mail us on info@bioteenhealth.com. Unwanted goods must be reported to us in this way within 7 days after receipt. The courier company will collect the product from you and once we have received and completed our inspection, you will be issued with a voucher code or refunded. If the product has been opened and is not faulty, you will not be able to return it for a refund. If the product is still sealed and in its original packaging, a refund will be issued for the product less the return courier cost, for which you will be liable. Refunds will be done within 7 working days to the credit card that was used when making your purchase.

When logging your return request via e-mail on info@bioteenhealth.com, please communicate your preferred action, namely a voucher code or cash refund on your credit card. While we will do our best to fulfil this choice, we cannot guarantee that the option will be available, as this is also dependent on the outcome of the return. Refunds will take place within 7 working days of receiving the returned product back from you. The available options are:

1. Voucher Code: you will receive a voucher code for the amount of the returned product. You
   can use this to order another product of your choice. Shipping will be free when using this ‘returns voucher’.
2. Cash refund on my Credit Card: we will refund the amount paid for the product to the
   credit card used in the original transaction.

Our couriers will contact you within 2 working days to arrange a return collection.

Refer to the back of the tub for the product for direct recommended

instructions on how to take the product. Otherwise, add liquid to better suit

your personal preference.

The following products are suitable for vegan consumers.

1. Bioteen’s Sportonic
2. Bioteen’s Learnergy
3. Bioteen’s Relaxify
4. Bioteen’s Immunergy
5. Bioteen’s ClariCalm
6. Bioteen’s Moltivitamin +
7. Bioteen’s Magnesium
8. Bioteen’s L-Glutamine Plus
9. Bioteen’s Fiber Boost
10. Bioteen’s Pre + Probiotic
11. Bioteen’s Vitamin C 1000
12. Bioteen’s PMS Support
13. Bioteen’s GABA
14. Bioteen’s 5-HTP +

Yes, some products contain dairy-based proteins.

1. Bioteen’s Whey Protein
2. Bioteen’s Maximeal
3. Bioteen’s Biolean
4. Bioteen’s EZ Fuel
5. Bioteen’s Recovery
6. Bioteen’s Lean Muscle Builder

Store in dry conditions at room temperature, not exceeding 24°C. Always

replace the lid securely after use. Some products come with a desiccant

sachet which is not to be removed from the jar.

No, all ingredients in each of our Bioteen products are listed on the individual

product packaging.

Yes, ingredients used on Bioteen products are gluten free.