My Account

Which Internet Browsers are supported?

Our website is designed to work across all mainstream Internet browsers. For optimal browsing experience, we recommend viewing the site at a zoom of 100% or less.

Is online shopping safe?

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.

What are the Bioteen Online Shopping requirements?

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.

What are the requirements for a Password?

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.

How do I reset my 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@bioteennutrition.com

My e-mail address as changed. How do I update this?

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.

Does my password expire and do I have to update it?

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.

Orders

Is there a minimum order amount for purchase?

Yes, the minimum order amount is R400.00.

How do I place my online order?

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:

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

What if I don’t check out my items in the cart?

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. 

How do I remove something from my cart?

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. 

Can I order from outside of South Africa?

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@bioteennutrition.com so we can arrange a quote.

How will I know if my order has been placed?

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@bioteennutrition.com so we can investigate the matter.

How can I change my order?

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@bioteennutrition.com to assist you with any changes that you wish to make to your order. 

Who do I contact when I need assistance with my order?

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

How do I change an incorrect delivery address? 

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@bioteennutrition.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.

When do I receive my Invoice? 

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

Payments

Are the prices on bioteennutrition.com/za in South African Rand (ZAR)?

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

Are the prices inclusive or exclusive of VAT (Value Added Tax)?

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

What forms of payment do you accept?

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:

  • Credit & Debits Cards (Visa and Mastercard)
  • Instant EFT
  • Mobicred
  • Masterpass
  • Snapscan
  • Debit Card
  • Zapper

When will the payment be deducted from your account?

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

Does Bioteen’s Website store my card information?

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.

What is 3D secure?

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:

  • The Acquiring or Merchant’s bank;
  • The Card Association’s financial network i.e. Mastercard and Visa;
  • 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.

How do I get a discount code and use it?

Getting one of our discount codes is simple and makes placing an order even more fun! Make sure you follow us, so you always receive promotional discount vouchers when they are issued. These can be accessed in the following ways:

  • Subscribe to Bioteen Life packed with promotions, special offers and other interesting articles;
  • Follow us across our social media platforms where we regularly feature discount codes that you can redeem on our website;

As a registered customer, when you place an order with us, we invite you to place a review of your purchase. Once your review is approved, you will receive a discount code by e-mail. 

If you have received a discount code, simply enter the code during the payment check-out process.  Enter the code in the field provided. The applicable discount will be given to you and you will just need to pay the outstanding balance only.

Delivery

Where do you deliver?

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@bioteennutrition.com.

When can I expect my delivery?

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.

What will be the delivery cost for items purchased online?

Delivery is free on orders over R750. For orders of R750 and below, we charge a nationwide flat rate of R50.

Can I track my parcel?

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 bioteennutrition.com.

How do I change my delivery address?

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.

Can I split a 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. 

My parcel is delayed what should I do?

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@bioteennutrition.com and we will attend to follow-up and investigate the matter.

I was not available to accept your delivery. How do I get delivery?

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 Nutrition SA reserves the right to charge you an additional delivery fee if an alternate date and time is required.

My order has not arrived, what do I do?

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

Returns

My items were delivered damaged. What do I do?

Should an item be damaged (product is visibly damaged during transit), please e-mail us on info@bioteennutrition.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.

The incorrect item was delivered. What do I do?

Should you have received the incorrect item (product or flavour), than ordered, please e-mail us on info@bioteennutrition.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. 

My product is defective. What do I do?

Should an item be faulty or defective (the product is impossible to consume or is visibly defective), please e-mail us on info@bioteennutrition.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.

I have received my correct order buy just don’t want it anymore. What do I do?

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@bioteennutrition.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.

What are the refund options available for a return?

When logging your return request via e-mail on info@bioteennutrition.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:

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’.

Cash refund on my Credit Card: we will refund the amount paid for the product to the credit card used in the original transaction. 

When will the courier collect my return?

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

What happens if I have queries not covered in the FAQ’s?

Please e-mail us on info@bioteennutrition.com or call us on 0861 BIOTEEN / 0861 246 8336 during office hours – Monday – Friday 8.00 – 4pm.

Product

The consistency of my shake or sports drink is not correct

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. 

Are Bioteen Products vegan?

The following products are suitable for vegan consumers;

  • Bioteen Sportonic
  • Bioteen Learnergy
  • Bioteen Relaxify
  • Bioteen Plant Protein

Do Bioteen product contain dairy or lactose?

Yes, some products contain dairy-based proteins;

  • Whey Protein
  • EZ Fuel
  • Recovery
  • Lean Muscle Builder

However, Whey Protein,= is also available in plant-based format, and is thus lactose-free.

How should I store my Bioteen products?

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.

Are these any product ingredients not listed on the product label?

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

Are Bioteen products gluten free?

Yes, ingredients used on Bioteen products are gluten free.