if you do not find an answer to your question please email info@rootedpharmacy.co.za



How to place an order

  1. Find the product that you would like to order by browsing "Shop". You can also search for the product using the Search Icon in the upper left quadrant of the website.
  2. When you find a product that you wish to purchase either click "Add to cart" or "Buy it now". "Add to cart" will add the product to your cart and "Buy it now" will take you straight to checkout.
  3. If you pressed "Add to cart" you can find the items by clicking the bag icon in the upper right quadrant of the website.
  4. Once you are ready to pay for your items you can click on "Check out". Note that if you have special order instructions you may add them under your cart -> Order special instructions.
  5. Once you press "Check out" or "Buy it now" you will be redirected to the checkout page. Please populate all relevant Contact, Delivery and Payment information before clicking "Pay now". Note that if you have a discount code enter it into the Discount code area and click "Apply".
  6. Once you click "Pay now" you will be redirected to Payfast's payment gateway. Select the method of payment you wish to proceed with and enter your relevant payment information. Click the "Pay" button when ready to proceed with payment.
  7. Once we receive your payment we will send you the order confirmation, order number and invoice.
  8. Once the order shipment has been fulfilled (i.e., it has been handed over to our courier partner) you will receive an email with the relevant shipping information.

Can I add additional products to my order after the order has been placed?

  1. Once your order has been placed and paid for, we will not be able to amend that order.
  2. We recommend placing a new order on our website for the additional products.

What happens if an item is out of stock?

  1. If an item is temporarily out of stock we will notify you via email within 1 - 2 working days and give you the option to wait for the item to be restocked and shipped to you, swap the item for another item from our store or get a refund on the item.


How much is delivery?

  1. We charge a flat rate delivery fee of R 100.00 for all orders less than R 900.00.
  2. We charge no delivery fee for all orders above R 900.00

How long does delivery take?

  1. Delivery can take anywhere from 3 - 5 working days.
  2. If your delivery takes longer than 10 working days please email us at info@rootedpharmacy.co.za so that we can follow up with our courier partner on your order.

What do I do if an ordered item is missing from my delivery?

  1. Please email your order number, invoice and details of the missing product(s) to info@rootedpharmacy.co.za.

Can I change my delivery address after ordering products?

  1. Contact us at info@rootedpharmacy.co.za and we will try and assist in getting our courier partner to change the address.

What do I do if I receive damaged goods?

  1. Please send an image of the damaged goods to info@rootedpharmacy.co.za and we will gladly refund you or replace the item.


What are my payment options?

  1. Credit, Cheque & Debit cards - We accept Visa, Mastercard, Maestro & Visa Electron.
  2. Apple Pay - Apple Pay is a mobile payment service by Apple Inc. that allows users to make payments in person, in iOS apps, and on the web.
  3. Samsung Pay - Samsung Pay is a mobile payment and digital wallet service, operated by Samsung.
  4. Snapscan - QR code based payment gateway.
  5. Zapper - QR code based mobile payment and loyalty app.
  6. Scan to Pay Apps - Examples include Absa, Avo, Capitec, FNB, Instapay, Nedbank, RMB, Spot, Standard Bank, Telkom Pay, Ukheshe & Vodapay.
  7. Ozow - Secure instant EFT payment gateway.

Why haven't I received my payment confirmation?

  1. A payment confirmation should be emailed to you once you have paid for the order.
  2. Please check that payment has gone through from your bank and that the payment confirmation email hasn't gone to your email's spam or junk mail folder.
  3. If you haven't received payment confirmation, please us at info@rootedpharmacy.co.za.

Account Information

How do I create an account?

  1. Click the "person" icon on the top right hand corner of the website (to the left of the "basket" icon).
  2. Verify you are a human by ticking the box and following the prompts (if any appear).
  3. Enter your email address and confirm that you are a human once again.
  4. A 6-digit code will be emailed to the email address entered.
  5. Input the 6-digit code and click "submit".
  6. An additional way to create an account is shown by steps 7 and 8 below.
  7. When you place an order with us an account is automatically created with only the necessary information required to fulfill your order.
  8. You can tick the "Save this information for next time" box on the Check out page to help speed up your future orders, by auto populating the relevant Delivery information on the Check out page.

How do I subscribe to your email distribution list?

  1. Enter your email address into "Email" box under our Subscribe Now section on our Home page, under our "Learn more" section at the bottom of every page, or by ticking the "Email me with news and offers" box on our Check out page.

How do I unsubscribe from your email distribution list?

  1. Click the "Unsubscribe" button on any one of our emails.

Returns and Exchanges

What do I do if I need to return or exchange a product(s)?

  1. Check out our Refund policy.

Base of Operations

Where are you based?

  1. Check out our Contact information.