HELP CENTERHOW CAN WE HELP YOU?

Top Questions
Placing Orders
Delivery
Website & Account
Payment Assistance
Who We Are
  • Why is my credit card payment not going through?

    Check that the card number, card name and expiry date is entered exactly as it is on the front of your card.

    Check that your 3 digit CVC number on the back of the card is also entered correctly.

    If you are still having problems please Contact Us.

    Where do you deliver?

    We are an online retailer and deliver nationwide. Regrettably, we cannot deliver to PO boxes, farms, rural areas or addresses outside of South Africa.

    Why isn’t my promo code/voucher working?

    First, check that the account you are logged into is the same account that the promo code was sent to.

    Please note the following:

    • You may only apply one promo code per checkout.
    • The use of certain promo codes cancel older promo codes.
    • If we are running a special on the website where a discount is automatically applied and you try to redeem a promo code as well, the system will automatically apply the promotion of greater value/benefit to you.
    • A voucher can only be used once.

    You can also check the terms and conditions of the promotion you’re trying to apply to see if anything of the following applies to your code:

    • Minimum spend: Some vouchers of promotions require a minimum spend in order to be redeemed.
    • Expiry date: Check the expiry date of the promotion to ensure your code is still valid.
    Who can sign for my parcel?

    The service we offer is a door-to-door service. This means that the shipment is delivered to the address not the person – i.e. if the person is not available it can be left with anyone at that address e.g. security, staff, reception, etc.

    Where is my order? How can I track the status of my order?

    You can do this any time by navigating to My Orders.

    Here you’ll see a history of your purchases, estimated shipping times and the current status of pending orders.

  • Where is my order? How can I track the status of my order?

    You can do this any time by navigating to My Orders.

    Here you’ll see a history of your purchases, estimated shipping times and the current status of pending orders.

    Did my purchase go through?

    Your purchase was processed successfully if you can answer ‘YES’ to any one of the following questions:

    Question 1: Were you taken to a Thank You page on completion of your purchase?

    Question 2: Did you receive an email confirming your order?

    Question 3: Navigate to My Orders. Is your order there?

    If you answered ‘NO’ to all 3 questions above then your order did not go through. Please give it another try!

    Where is my order? My order is late.

    We’ll email you whenever the status of your order changes.

    You can also track your order at any time by navigating to My Orders (under the My Account section of our website).

    Here you’ll see a history of your purchases, estimated shipping times and current order status.

    Can I cancel my order?

    Yes. You can cancel your order by contacting us on info@nkazisciences.co.za.

    Please give us time to process your request.

    Cancellations are subject to our terms & conditions. Should your order already be dispatched cancellation will no longer be possible and you will then need to request a refund or exchange.

  • Where do you deliver?

    We are an online retailer and deliver nationwide. Regrettably, we cannot deliver to PO boxes, farms, rural areas or addresses outside of South Africa.

    Who can sign for my parcel?

    The service we offer is a door-to-door service. This means that the shipment is delivered to the address not the person – i.e. if the person is not available it can be left with anyone at that address e.g. security, staff, reception, etc.

    How is my estimated delivery date calculated?

    Each product page stipulates the number of days or weeks your product will take to be delivered. The estimated delivery date is calculated in working days, therefore 1 week = 5 days (excluding public holidays and weekends).

    Can I change my delivery Address?

    Yes. Please Contact Us and select the “Order status, shipping & Delivery” option. Quote your order number, old address and new address and we will update accordingly. Note that if your order has been dispatched, we will not be able to change the address.

    Are goods insured?

    All goods in transit are insured. Once they have been delivered, all risk transfers to you. If an item is missing from your order we are able to verify if the product was dispatched.

    I wasn't here when you came to deliver my package! What now?

    Should a package not be delivered through no fault of ours (e.g. no-one was home/you were unable to answer calls/we were given an invalid or incomplete address), we will attempt a second delivery.

    If this is still unsuccessful, we will attempt to contact you via phone and email to make delivery arrangements with you. If we are unable to reach you, the order will be returned to our warehouse and checked back into stock.

    You will be refunded the amount for the products excluding the original delivery fee, if any.

    How will my order be packaged? Will anyone be able to see the items in my package?

    All orders are sent packaged in boxes or flyerbags, with no indication as to the contents whatsoever. Your order is discreet.

  • How do I buy on your site?
    From the homepage:
    1. Select a category that appeals to you.
    2. Within the category you’ll find products on offer.
    3. Once you choose a product you’ll be taken to the product review page for a more detailed description.
    4. Select quantity and “add to your cart”. The mini cart will pop down confirming the addition and from here you can choose to continue shopping or checkout.
    5. In checkout we’ll give you the opportunity to review your cart.
    6. From here you can enter your shipping and billing addresses (if you’re a first time buyer) or go straight to the payment page (if you’ve bought before).
    How safe are my personal details?
    We treat your personal information as strictly confidential and take necessary technical and organisational measures to ensure that your personal information is kept secure and is protected against unauthorised or unlawful processing, accidental loss, destruction or damage, alteration, disclosure or access.
    How do I change my name, password or email address?
    Within Account info you will find the option to edit name, email address & password.
    How do I change my credit card details?
    At checkout you will be prompted to enter your credit card details. If your credit card details have changed you can simply add the new credit card details at that point.
    Where do I see a history of my purchases?
    Go to My Orders. Here you will see a detailed history of your purchases (both products and coupons) as well as the status of your pending orders.
    I can't browse NkaziSciences?

    Generally speaking, these are cross-browser compatibility issues. Just as the Mona Lisa is worthy of a detailed, intricate and beautiful frame – NkaziSciences looks and works best when browsing with Safari, Google Chrome and Firefox.

    If you have an issue that seems more serious than this – contact us.

  • Why is my credit card payment not going through?

    Check that the card number, card name and expiry date is entered exactly as it is on the front of your card.

    Check that your 3 digit CVC number on the back of the card is also entered correctly.

    If you are still having problems please Contact Us.

    What payment methods / options are available?

    Our payment options are vast and include the following:

    • Credit card: VISA & Mastercard
    • Manual EFT
    • EFT through Payfast

    For more information on what is required to process a payment, proceed to checkout, select your desired option and follow the instructions.

    Is NkaziSciences secure?

    NkaziSciences is 100% safe and secure. We use physical, electronic, and administrative safeguards to assist us in preventing unauthorized access, maintaining data accuracy, and correctly using your personal information.

    When does NkaziSciences charge my credit card?

    We charge your card as soon as the order is processed (which is shortly after you checkout). You will receive an order confirmation via email.

    Cancellation of suspected fraud orders

    We reserve the right to cancel or refuse to fulfill any order that we suspect of being fraudulent. This includes, but is not limited to, instances of suspected stolen credit cards.

    On occassion, a Client Support Staff may request a coy of your official identification document or the front of your credit card to verify the transaction with the relevant bank. NkaziSciences may cancel any order where the necessary documentation is not provided in a timely manner (usually within 24 hours).

    In the event of a fraudulent purchase being placed on NkaziSciences, cardholders will be advised to initiate a chargeback via their bank in order to be refunded. NkaziSciences does not process refunds for orders suspected of fraud.

    I paid via Payfast EFT but haven't received my order confirmation?

    Are you a Standard Bank customer? Standard Bank takes longer to process Instant EFT. To speed up the process, send your proof of payment to support@payfast.co.za or give PayFast a call on 0861 729 327.

    Once PayFast have verified your payment, we will process your order.

    When do I pay, is there a joining fee?

    You only pay on the last step of checkout and you will have a chance to review all costs before purchasing. There is no joining fee.

    Will the receiver see the prices? Is there an invoice or receipt in the package?

    The only information provided is that which appears on the waybill (i.e. name, address and contact details). No prices or invoices are included.

    To request an invoice, please email info@nkazisciences.co.za

  • What is NkaziSciences.co.za?

    NkaziSciences.co.za manufactures and supply science kits for use by high school learners at home for hands on experience and engagement to improve science understanding and performance.

    Who is behind NkaziSciences.co.za?

    Wide smiles, bright eyes and loud laughter. We’re smooth and professional. You can read more about us here.

    Where is NkaziSciences based?

    Our head office is based in CHEMIN, Westville Campus, HDVC Centre, Westville, UKZN, South Africa but we deliver country wide.

    What are your hours of operation?

    Our website never closes – you are free to purchase 24 hours a day, 365 days a year.

    Our Client Support team are available at the following times:

    Monday-Friday: 6:30am-6:00pm

    Saturday: 9:00am-5:00pm

    Sunday: 11:00am-7:00pm

    Public Holidays*: 10:00am-6:00pm

    *We are open on public holidays, with the exception of Christmas Day, Boxing Day, New Year’s Day and Good Friday.