Straight answers about payment, delivery, packaging, products and support.
Find practical answers about delivery, collection, tracking, included consumables, VAT, bulk orders, product information, accounts and returns.
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Payment, VAT, delivery, tracking, packaging, included items, bulk orders, returns and account questions.
What delivery options are available?+
Peptide Hub offers door-to-door courier and PostNet-to-PostNet delivery within South Africa. The available method and charge are shown during checkout.
Can I collect my order?+
No public self-collection is offered. Orders may be prepared from different controlled dispatch locations, so Peptide Hub releases parcels through its configured courier and PostNet routes instead.
Can my own courier collect?+
No. Customer-appointed courier collection is not offered. Orders are released through the delivery methods configured by Peptide Hub.
When will my order be prepared?+
Orders are prepared after payment has been confirmed. Orders placed after the relevant cut-off, on weekends or on public holidays may move to the next dispatch window.
How do I receive my tracking number?+
Tracking information becomes available after dispatch. Courier updates may be sent directly, and support can provide the waybill when required.
What should I do if the courier is late?+
Check the courier tracking record first. If the parcel is materially delayed or the information appears wrong, contact Peptide Hub with the order number, waybill and current courier status.
Can I arrange a delivery time?+
Delivery times are controlled by the third-party courier. Customers can contact the courier directly with the waybill to discuss delivery arrangements.
Can the parcel be sent without company branding?+
Yes, discreet or unbranded packaging can be arranged where supported. Confirm the requirement during checkout or with customer support.
How are products protected during transit?+
Products are individually labelled and prepared in protective, heat-resistant packaging. Product-specific storage and handling information remains the final reference for the item ordered.
Are water and syringes included with peptide orders?+
Applicable injectable peptide orders include the required water and ten insulin syringes per order. Additional consumables can be ordered separately from the Peptide Consumables category. Confirm included items on the live product page.
Do nasal products include mixing supplies?+
Applicable nasal products may include the required mixing water and a needle per canister. Confirm the included items on the current product page before ordering.
Can I request testing information for a product?+
Yes. Contact Peptide Hub support with the exact product name and, when relevant, the batch reference. Current testing information is supplied on request where available.
How are payments handled?+
Orders are prepared only after payment has been confirmed. Supported methods include EFT and the card or alternative payment methods shown during checkout. Cash on delivery is not offered.
Can VAT be removed if I pay cash or by EFT?+
No. VAT is applied according to the recorded order and current store tax settings. The payment method does not remove a valid VAT obligation.
Where do I find my invoice?+
Sign in to My Account, open Orders and choose the invoice action for the relevant order. Add accurate company and VAT details before checkout when they must appear on the invoice.
Can I order in bulk?+
Yes. Send the exact product names, quantities, delivery destination and company details through WhatsApp or the contact form so availability and pricing can be reviewed.
Do you ship outside South Africa?+
International orders may require minimum quantities, product restrictions and additional courier or customs arrangements. Contact support before placing an international order.
What happens if a parcel is lost?+
Contact support with the order number and courier waybill. Peptide Hub will review the courier record and the available replacement or claim process.
What if I receive an incorrect or damaged item?+
Report the problem promptly, preferably on the day of delivery. Keep the item and packaging and send the order number, a clear description and photographs.
Do you offer exchanges?+
Ordinary exchanges are not offered after controlled goods leave dispatch. Incorrect, damaged or defective goods are assessed under the returns and refunds process.
How do I contact Peptide Hub?+
Use the contact form or email for a recorded enquiry. Use WhatsApp for quick product, order, delivery and bulk-enquiry routing. Include the order number and account email when relevant.
STILL NEED HELP?
Send the exact product, order number or waybill and route the question directly.
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