Frequently Asked Questions

This FAQ answers the most common questions that we receive.

Question Category:

  • Products
  • Dosing Information
  • Shipping & Handling
  • Payment
  • General Company Information
  • Our Guarantee
  • Returns

Products

  • What exactly do you sell?
    A list of our entire product range can be found on our All Products page. Individual product descriptions are available for each product from there. Alternatively, you can choose products by function (what they do).
  • Do you answer any medical questions or offer any medical advice on your products?
    No. We give no advice whatsoever with regards to any of our products, their dosing or their uses. All the information that is given on our site is for educational purposes and should not replace that of your physician. We do not answer any medical questions by email or by telephone. We are merely a supplier.
  • How can I suggest an additional product?
    We are always on the lookout for additional products and would be happy to hear your suggestions. Please only ask for legal ones. You can email us here with your suggestion.

Dosing Information

  • Do you supply dosing information for your products?
    Yes and No. Recommended dosage for the products can be found on their Product Information page. However, we do not offer any specific advice on the products. This should be done by your physician.

Shipping & Handling

  • How are your orders shipped?
    Our orders are shipped by First Class Airmail or Registered Small Packet Airmail.
  • Is shipping and handling included in the price?
    No. Shipping charges are added depending on where products are shipped from. We currently have two shipping depots. An order that is placed for products that are shipped from each depot will be charged a shipping fee from that depot.

    All the products in the the Solal Technologies and Big Tree Nutraceutical lines are shipped from our fulfillment centre in Cape Town, South Africa and there we offer either Small Packet Airmail (at $10.00 per order) or Registered Small Packet Airmail (at $17.50 per order). 

    All other products are shipped from our UK fulfillment centre - either Small Packet Airmail (at $17.50 per order) or Registered Small Packet Airmail (at $32.00 per order). The cost of your shipping choice is added to your final order amount. Products ordered from any one shipping depot are charged one shipping & handling fee no matter how many products are ordered.

  • Why are there two shipping charges being added to my order?
    We have recently added another product line from Solal Technologies, one of the worlds finest nutraceutical anti-aging product manufacturers. These products are shipped from a different shipping location from our original product line. Additionally to that, we also carry the Big Tree Nutraceutical product line. Both of these are shipped from our Cape Town office.

    It is for this reason that orders that are shipped from different offices carry their own shipping costs than those that come from our regular shipping location in the United Kingdom. 

    The products found on this site are shipped from the following places (prices below):

    Cape Town Office   UK Fulfillment Centre
    Solal Technologies
    Big Tree Nutraceutical
     
    ALL other products
    $10 for regular First Class airmail or
    $15 for Registered Airmail
     
    $17.50 for regular First Class airmail or
    $32 for Registered Airmail
  • How long does delivery take?
    We ship every working day, Monday to Friday. We usually ship within 48 hours of receiving your order. Delivery takes 2-4 weeks on average. It can be as short as 1 week or up to 6 weeks in some cases. It seems to depend on the whim of the destination country's postal service. 
  • Can you deliver orders quicker (i.e. FedEx, TNT, DHL or UPS)?
    No, we offer no overnight service. Sorry.
  • How does the delivery guarantee work?
    Our delivery guarantee in explained in detail below.

Payment

  • How can I pay?
    We accept payment by MasterCard and VISA. 
  • Can I pay by postal order, IMO, draft etc.
    No. We do not accept postal orders, bank drafts, International Money Orders or checks of any kind. Sorry. 
  • Are credit card transaction secure?
    Yes. Our online order form in on an SSL (Secure Socket Layer) server. All information transmitted is encrypted. On Netscape Communicator you will notice the little padlock on the bottom left of the page close when entering the secure environment. On Netscape Navigator the broken key on the bottom left of the page will become a solid key. On MS Internet Explorer you will see a yellow padlock appear on the bottom right of the page. 
  • Why is the amount on my credit card statement different from the sale price?
    The amount reflected on your credit card statement may differ very slightly from the actual prices quoted due to small exchange rate movements between the time we process your order and when the bank charges your card. We convert the US Dollar amount to our currency on the day we receive your order with the Interbank Rate. This amount is then converted to your currency by the bank on the day your card is debited.

 


General Company Information

  • How long has your company been around?
    We have been trading online since July 2000. 
  • How can I contact you?
    You can contact us by email here... (by far the fastest method)

    or...

    You can send us a fax on the following fax number:

    +27 21 782 0253

    or...

    You can write to us at:

    Biogenesis AntiAging
    PO Box 22537
    Fish Hoek
    7974
    South Africa - Please do not return any products to this address.

    or...

    You can phone us on +27 21 782 0733

 

  • Will I end up on a mailing list by ordering?
    Our mailing list consists of people who have ordered from us in the past. If you have an account on this site, then you can choose whether you would like to receive our newsletters or not. If you would like to view or change your newsletter status, please log into your account and from there you can change your account preferences. One of the preferences is to include/exclude yourself from newsletters. If you have any problems, please email us here.

    All your account information is kept completely confidential and is safely stored under encription. Your details are never given out or sold to any third party under andy circumstances whatsoever.



Our Guarantee

We take every precaution to ensure that your order gets to your safely. However, in some rare cases, it does happen that an order is either lost in the mail or seized by customs. In the event of your package not arriving in a reasonable amount of time, we will reship your goods for a second and final time.
Of course, if the non arrival of your order is due to an error on our part (such as us getting your address wrong) then we will naturally reship unconditionally.
Generally we ask our customers to allow 6 - 8 weeks before contacting us regarding the non arrival of an order (although goods usually arrive within 2 - 4 weeks).


Returns

In the event that you need to return a product to us please contact us by email at info@biogenesis-antiaging.com so that we can give you a return address for the goods. The reason for us not posting one up here is that we have multiple fulfillment centers and we do require, for a successful and smooth customer product return to occur, that the product to be returned to the correct fulfillment depot. We will supply you with the correct return address to make the process go smoothly.
Refunds for returned products are given if the products are returned to us unopened in a sellable state.