FAQS

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to reach out and get in contact. We’re always here and ready to assist!

SHOP THE RANGE

Ordering Online
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Order Processing Time
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Cancelling/Changing an Order
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Shipping Information
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Getting in Contact

Ordering Online

How do I place an order online?

We would definitely make the suggestion that you firstly register an account with us. That way, you can view your order status, track your shipment as well as change addresses, delivery information and view past orders. 

 

Once you're logged in- all you need to do is start browsing our online shop.

  1. Add all the items you would like to your cart. Once you have decided on your products, simply go to your cart (at all times, you can find your cart in the top right hand corner of the page).
  2. Hit checkout and follow the onscreen instructions.
  3. At this stage, you will be able to choose your delivery option as well as your payment option.
  4. Proceed with the payment and voila! You are all done.

Is my online payment secure?

Yes, 100%. All payments are completed via third party secure portals. We offer payment options via Yoco directly online and should you wish to pay via Snapscan or Payfast, that can also be arranged via Payment request links

How do I track an order once placed?

Once your order has been placed, you will receive an order number. You can use this to track the order status directly on our website. Once shipped, you will also receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

Ordering Processing

How long will my order take to arrive?

Orders can be placed on our website 24/7 however orders are processed each week from Monday-Friday 9am-5pm (excluding public holidays).

 

Orders placed on the weekend are queued based on when they were received and completed and processed the following business day. Any orders placed after 2pm will be processed the following working day.

 

Standard order processing for items in stock

Orders placed on our website are subject to a 1-5 working day processing time. Our business days run from Monday-Friday.

 

Lead Time Processing Time

As each product is unique- lead time will vary. Please see individual product for further information regarding lead time on that item if applicable.

Do you offer rush handling?

At times, we do offer rush order handling as an extra add on service, should you require your parcel URGENTLY- please contact us before placing your order to find out pricing & if this option is available at the time for your specific requirements.

Cancelling/Changing an Order

Help! I want to cancel my order, now what?

If you need to cancel your order- we would be terribly sad to see you go but you are able to cancel your order in accordance to the below conditions being met:

 

1. If payment has not yet been made for the order

2. OR if cancellation has been approved by our team

 

However once an order has begun processing, you will unfortunately not be able to cancel the order.

 

Should you wish to cancel an order, please email us with your order number ASAP : info@gaiamountainmycology.co.za

Can I change an order after placing it?

If you would like to adjust your order after placing it, please reach out as soon as possible. If the order has not yet been processed and dispatched, we are more than happy to assist!

Shipping Information

How long does delivery take?

Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping information below for more info.

What shipping options are available?

All of our parcels are delivered via The Courier Guy- a super reliable and quick service.

 

We offer delivery to your door via PUDO- a standard but affordable option that comes with a tracking number. Delivery is usually 1-3 working days.

 

The other alternative is express shipping which is usually delivered overnight or within 48 hours depending on the location.

Do you ship to P.O. boxes?

Unfortunately not- we only ship directly to a physical address whether that is a work or home address.

Do you offer free shipping?

Yes- you're in luck because we do indeed! ALL orders over R1200 receive free shipping direct to your door.

Getting in Contact

How can I contact customer service?

You can reach our customer service team by emailing info@gaiamountainmycology.co.za or by popping us a whatsapp or message 084 916 3222

What are your business hours?

Our business hours are Monday through Friday from 9:00am to 5:00pm SAST.

Do you have a physical address?

We are a purely online company at the moment based in Cape Town.

Do you offer wholesale options?

We do indeed.

 

We offer white labelling, wholesale and corporate gifting options.

 

For physical locations and online resellers located within South Africa, we offer a variety of standard wholesale and resale options. We also LOVE collaborating with like minded local businesses with complimentary energy vibrations!

 

We are open to chatting regarding the needs and requirements for your company, so please feel free to contact us and we can find a solution that is perfect for you!

 

Get in touch and let's figure it out- info@gaiamountainmycology.co.za