FAQS

Payment

What are the forms of payment you accept?

We accept accept Visa, Mastercard, Snap Scan, Payfast, EFT.

Do you accept PayPal?

No we do not accept PayPal.

I received an error message that my order cannot be completed but I was still charged. Why?

When your card is reviewed and declined, the funds are placed on hold instead of completing the transaction. This may be due to the payment information being entered is incorrect or an invalid payment option is being used. Your funds will return to your bank in 3-5 business days. If you do not see the funds back in your account after that time, please contact your bank for further information.

Do you accept debit cards?

We accept Cheque cards that are able to make online transations. Check with your bank whether your Cheque card is enabled to make online transactions.

Do you accept gift cards?

We accept gift cards that are purchased on our website.

If you accept PayPal, can I use my PayPal account which has an international card attached to it?

No, it must use US currency to process an order.

Do you accept cash on delivery?

No, we do not accept cash on delivery. We require all orders to be placed over the website with a valid Cheque card or via one of our other available payment methods. Orders will only be dispatched once payment has been made and confirmed.

Can you provide me a discount code for my order?

Our discounts are applied during promotions. Please follow us on our social media pages or sign up for our Newsletter for announcements on upcoming promotions.

Products

I am trying to purchase a specific product and there is no “Add to Bag” option available or it says “Not For Sale,” what does this mean?

Unfortunately at this time we are currently out of stock of this specific item. Please check back at a later date. We should be restocking shortly.

Where can I find your products at a store near me?

By using the Store Locator on our website you can be directed to different stores in your area that carry our product lines. You can find our Store Locator at the top of any page on the website. Here is a link to that locator:

Your Store Locator comes up with no results in my area. Where can I purchase?

If the locator provides no listing of stores in your area, you will need to purchase online at this time.

Why is the consistency different from the product I just ordered to the one I already have?

We use natural and organic ingredients with no harmful chemicals. Due to the nature of the ingredients, the consistency and scent may differ.

How do I make a return for my purchase I made through a retailer?

Please contact the store you purchased from. We do not provide returns or exchanges for retail store purchases.

How do I make a return for a purchase I made online?

Please follow our Returns Policy provided on the website:

Where can I get some samples?

Samples are provided through promotions. Please sign up for our Newsletter to receive announcements on upcoming promotions.

What if I had an allergic reaction to your product?

We recommend discontinue use immediately and contact your physician. They can provide you details on what ingredient you may have had a reaction to.

How do I check if a product has a certain ingredient?

Currently we do not have a list of products that contain a certain ingredient. Please visit the product page and check the ingredients list for the product you are interested in.

Delivery

After I place my order, when will my order ship?

All orders have a 1-2 business day lead time upon receipt of order. Shipping method applies after order has shipped. Orders placed during a holiday or promotion will have an approximate lead time of 3-4 business days upon receipt of order. Shipping method applies after order has shipped.

How come the tracking number isn’t working?

If your package just shipped, please allow at least one to two business days for the carrier to update their site with all tracking information.

Can I pick up my order instead of having it delivered?

We only offer shipping options at this time. We do not have a store front for pick up orders.

I have a rush order. Can it be delivered Saturday?

We do not provide Saturday delivery. We only provide shipments for Monday – Friday.

The tracking shows the package was delivered but I didn’t receive my package. What if I have a lost or stolen package?

Once an order has shipped, ANIM Naturals is not responsible for lost or stolen packages confirmed to be delivered to the address as entered for the order. Please contact the carrier for any information regarding the delivery. Have your tracking number available to provide to the carrier to assist with the investigation. Once an order has shipped and tracking becomes available, we recommend the receiver be available on the estimated date of arrival of the package or the receiver to contact the carrier to schedule a pick up at the holding facility.

Do you ship internationally?

We do not ship internationally at this time.

Do you ship to PO Boxes?

No, we do not ship to PO Boxes. Please provide a valid physical address within South Africa to which your package can be delivered

How do I receive Free Shipping on my order?

To qualify for Free Shipping, your order must reach R500 before tax or shipping is applied. Please select the Free Shipping option when choosing your carrier method.

When I enter my shipping address, I am receiving an error that my address is invalid?

Our shipping is tied directly to the carrier’s website. An invalid address error will appear if the carrier is unable to ship to that location or is unable to find that location in their database. 

How To Return Your Item

Customer may return the package to the designated shipping address, and cover the shipping fee for returning the package only if the customer service staff have authorized the return.You can contact us if you have any questions hello@animanturals.co.za with regards to returning an item. Any orders returned to our facilities without receiving authorization first will not receive a refund or exchange

Shipping Costs

You will be responsible for paying for the returned shipment. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you have any questions regarding our Return Policy, practices, or your use of our sites or applications, please contact us at hello@animnautrals.co.za.