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FAQs

We offer all first-time customers a 10% discount on their first order with us when ordering over R500.00

To get this discount code, all you need to do i sign up for our newsletter which can be done the following two ways,
1) The Signup popup on the website or 
2) The newsletters signup field in the footer of the website, 

Once you sign up, you should receive a welcome email that includes a unique discount code. This discount code should then be applied to the provided discount/voucher field at the checkout by copying and pasting it in.

*If you haven't received it yet, please have a look in your spam/junk box as they may be pushed there in some cases.


Orders are generally processed, packed, and dispatched the same day if the order is placed, confirmed, and paid for before 2 pm (working days only). 

Orders placed after 2 pm or on weekends & public holidays are only processed or collected the next working day

Once your order is packed and handed over to the couriers, you will receive an email notification with tracking information to track and trace your parcel. You will also receive your tracking number that starts with PNJ*****

Delivery Time: 
  • Johannesburg: Orders take between 1-3 working days to arrive, depending on your location. 
  • CPT & KZN: Orders take between 2-3 working days to arrive, depending on your location. 
  • Rest of South Africa: Orders take between 3-7 working days to arrive, depending on your location. 
Costs: 
Rates and costs are calculated at checkout based on your location and order size. However, ALL orders qualify for FREE shipping on orders over the value of R500.00.

Costs range between R59-129 based on your location and order size.
Unfortunately from time to time, we are out of stock of certain products. To make notifying you as easy as possible, we have included a field where you can enter your email address when a specific product is out of stock! This will notify you immediately when it is back in stock and available to purchase. 

Simply go to the specific product page, enter your email address in the "Email me when available" field, and viola!
We pride ourselves on using branded, patented, and premium ingredients in our formulations, and our mushrooms are NO EXCEPTION to that! All of our mushrooms are organically grown, sourced from fruiting bodies, and tested for quality and purity!

Read more about our mushrooms here.
All of our products are available from our online store right here, for delivery NATIONWIDE! Additionally, our range is also stocked on Takealot.com.

However, some customers prefer to physically purchase our products and we have made our ranges available at Wellness Warehouse for your convenience. 
* Please contact your nearest store to check if they have stock before going through! 
My Account & Profile

To create an account,

  1. Click the “Login” button at the top right of your screen 
  2. Select the “New Customer - Create Account” next to the “Sign In” button
  3. Follow the steps to create your account


If you run into any issues, please create a support ticket and one of our agents will assist you. 




If you are having password trouble, please access account page , here, in order to reset your password information


If you are still having issues,

  1. Please clear your cookies. This should break any old session you had and from there you should be able to log in normally.
  2. If you are still struggling, kindly create a support ticket, here, and our team will assist you. 

If you are having password trouble, please access the account page, here, in order to reset your password information.


If you are still having issues,

  1. Click here to clear your cookies.  This should break any old session you had and from there you should be able to log in normally.
  2. If you are still struggling, kindly create a support ticket, here, and one of our team members will assist you
Orders

To place an order via our online store, please follow the instructions below:

  1. Add the items you want to purchase to your cart (by clicking the “Add To Cart” Button)
  2. Click the shopping cart icon at the top right of your screen
  3. Review your shopping cart and proceed by clicking “checkout”
  4. Follow the simple checkout instructions to fill out your details for billing & shipping 
  5. Select one of our payment options to complete the checkout
  6. Wait on the confirmation email relating to your order which will include your order number for reference which generally looks like this. I.e #11029ZAN 
  7. This number can be used to request tracking information also when mailing us
  8. Once your order is packed and ready you will receive an additional email with your tracking number and link

If you experience any difficulties, please create a support ticket, here


How to track and trace my order?

Need help with tracking and tracing an order from our online store? Please see the steps below:


  1. Go to our track & trace page, here
  2. Enter your waybill number in the provided field once on the tracking page
  3. Click on “track” 

What is my "Waybill Number"? 


Your waybill number is the “PNJ” number found in the tracking email sent upon dispatch of your order. If you have not received this email in your inbox, please do have a look at the spam/junk boxes in case your tracking email has been routed there instead. 


Alternatively, you can also just click on the tracking link within the email you received and this too should direct you to your order tracking page which includes all the current tracking events.


Email Example of your Tracking Link and Number

 

 

If you are still experiencing issues with tracking your order, please contact support by opening a support ticket, here.


Order processing: 


Orders are generally processed, packed, and dispatched the same day if the order is placed, confirmed, and paid for before 2 pm (working days only). 


Orders placed after 2 pm or on weekends & public holidays are only processed or collected the next working day. 


Once your order is packed and handed over to the couriers, you will receive an email notification with tracking information to track and trace your parcel. You will also receive your tracking number that starts with PNJ*****


Delivery Time: 

  • JohannesburgOrders take between 1-3 working days to arrive, depending on your location. 
  • CPT & KZN: Orders take between 2-3 working days to arrive, depending on your location. 
  • Rest of South Africa: Orders take between 3-7 working days to arrive, depending on your location. 




Please visit the track and trace page for more information on where your parcel is. Here you will find updates as to the whereabouts of your parcel and contact information to get in touch with the relevant courier company to assist with delivery/tracking. 


*Please allow for 24-48h for tracking information to appear


If you still do not see any tracking events or updates, kindly contact our support team for more information by creating a support ticket, here.

As much as we hate this, it does happen sometimes where an order can get mixed up or even items within an order.


If you are unlucky enough to have this happen to you. 

Don’t worry at all, just open a support ticket, here, with the following information, 

  1. Full Name 
  2. Order Number
  3. Details of the issue 

From there, one of our friendly customer service agents will assist you.

Unfortunately, you can not modify or change your orders once it has been placed.

Our fulfillment warehouse and agent automate the order management process with strict procedures in place to ensure a streamlined operation and quick turnaround time from you placing your order to it being shipped out. This prevents us from intercepting an order once it has been placed. 

 

There are some isolated cases where we can still amend an order if you have placed an order with the bank deposit payment option. This holds your order until we receive payment, which means, we can still at this stage include something for you or take out and reissue you with an invoice ready for payment thereafter. 

 

1. If you forgot an item on your order, you would have to place another order separately, which will then be treated as a unique order.

 2. We are unable to modify or amend orders after they are placed and paid for. Orders that are yet to ship, may be canceled and refunded so that a new order may be placed with the correct items. If the order has already been shipped, please contact customer service for further advice.

Shipping & Delivery

1. Door-to-Door Couriers (Courier Guy & RAM): Rates are based on your order size and location | Free on orders over R500 to Main Cities 

* The specific courier we use varies based on rates and delivery time to your area. 


2. Pargo Click & Collect: R55 Flat Fee Nationwide | Free on orders over R500


Deliveries take between 1-5 working days depending on your location and the shipping method selected at checkout.  

  • Gauteng: 1-2 Working Days 
  • Main Cities: 2-3 Working Days 
  • Outlying Areas: 3-7 Working Days

Rates and costs are calculated at checkout based on your location and order size. However, ALL orders qualify for FREE shipping on orders over the value of R500.00.


Costs range between R59-129 based on your location and order size. 

Unfortunately, at this point in time, we do NOT ship internationally. 

We are limited to South Africa only. 

Pargo introduces a new and convenient way of parcel delivery to South Africans, with a network of over 3000 pickup points.


While courier services have been the only option for customers shopping online, Pargo has set up a network of pickup points in popular stores. Customers can now order their shopping online and pick it up at a store close to their office or home when it suits them. 

Customers simply have to click the map and pick their preferred pickup point. Once the parcel is on its way, delivery notifications will be sent out via email and sms.


Delivery time is usually 2-5 working days depending on your location. 



Products & Product Info

PrimeSelf is dedicated to changing this and creating industry-leading products to pave the way for a new standard in the health and wellness space. All of our products feature science-backed ingredients in clinically effective doses, no unnecessary fillers, hidden ingredients or nasties included!


We have partnered with only the best, not just from an ingredient sourcing perspective, but also our quality standards and assurance when it comes to manufacturing. Our manufacturing partner is cGMP compliant and ISO 9001:2015 certified for Pharmaceutical and Botanical products. This ensures that strict measures are kept throughout our sourcing and manufacturing process to ensure our transparency holds true. What you see on our label is what you get, nothing more and nothing less.


FIND OUT MORE HERE

SMART EFFECTIVE SUPPLEMENTS

PRIMESELF, established in 2016, is a new-age health and wellness company dedicated to providing smart, functional, and effective supplements that enhance health, wellness, and performance. It all began with our founder & CEO Tristan van Moerkerken, in search of a natural alternative to ADHD medication.


With hundreds of available options all claiming to walk the talk, upon a closer look at the ingredients it was clear why everyone has the mindset, “supplements don't work”, this is where the fire that forged PRIMESELF began! “If you want something done right, do it yourself”, after months of research, consultations with industry-leading experts, and several self-experiments later, the current flagship product was born, Prime Mind.


INSPIRED BY NATURE, BACKED BY SCIENCE

In a market flooded by supplements with fancy labels, outlandish marketing claims and “secret” proprietary blends, we knew what we had to do to set ourselves apart. It was simple, we had to forget about the “price first” mindset and focus on creating products that worked.


FIND OUT MORE HERE


Our mushrooms are spruced and imported from our trusted, reputable, and long-standing supplier in China. 


We pride ourselves on using branded, patented, and premium ingredients in our formulations, and our mushrooms are NO EXCEPTION to that! All of our mushrooms are organically grown, sourced from fruiting bodies, and tested for quality and purity!


There are several reasons we and many other world-leading mushroom supplement brands have opted for mushrooms grown in China, including, the growing economics of other countries and regulations. However, the most important of them all is, 


  1. Mushrooms, particularly these exotic medical mushrooms are not easy to find naturally in the wild, due to the very specific growing environments and conditions they require, which is in China… 


  1. China has a strong history of mushroom cultivation and medicinal use and we have worked hard to ensure we only bring in premium quality ingredients! China was the first country to begin cultivating mushrooms at a large scale and is now the leading grower of mushrooms globally and produces 85% of the world’s mushrooms.

You won’t find any hidden nasty ingredients such as artificial additives or preservatives in any of our mushroom extracts. 


Organic Lions Mane Specifications

  • Standardised to 30% Beta Glucan Content

  • Source: Sporocarp (Fruiting Body)

  • Dual Extract (Water & Ethanol)

  • Tested for heavy metals and toxins


Organic Chaga Specifications

  • Standardised to 30% Beta Glucan Content

  • Source: Sporocarp (Fruiting Body)

  • Grown on Birch

  • Dual Extract (Water & Ethanol)

  • Tested for heavy metals and toxins


Organic Reishi Specifications

  • Standardised to 30% Beta Glucan Content

  • Source: Sporocarp (Fruiting Body)

  • Dual Extract (Water & Ethanol)

  • Tested for heavy metals and toxins


Organic Cordyceps Specifications

  • Standardised to 30% Beta Glucan Content

  • Source: Sporocarp (Fruiting Body)

  • Type: Militaris

  • Dual Extract (Water & Ethanol)

  • Tested for heavy metals and toxins


Shroom Elixir Specifications

  • Standardised to 30% Beta Glucan Content

  • Source: Sporocarp (Fruiting Body)

  • Dual Extract (Water & Ethanol)

  • Tested for heavy metals and toxins

Discounts & Coupons

Yes! We have awesome sales, specials and discounts that run on our website every so often! To be notified of these promotions, please sign up to our mailing list via the signup form at the bottom of our website homepage. 


We offer all first-time customers 10% off their first order with us.

 

As soon as you sign up for our newsletter, from either 

1) the Signup popup on the website or 

2) the newsletters signup field in the footer of the website, you should receive a welcome email that includes a unique discount code. 

This discount code should then be applied to the provided discount/voucher field at the checkout by copying and pasting it in.

-If you haven't received it yet, please have a look in your spam/junk box as they may be pushed there in some cases.

 

If you did not receive your unique discount code at all, you can use INTRO10 at checkout for 10% OFF or alternatively contact our support for more information.

We offer all first-time customers a discount on their first order with us when ordering over R500.00

To get this discount code, all you need to do i sign up for our newsletter which can be done the following two ways,
1) The Signup popup on the website or 
2) The newsletters signup field in the footer of the website, 

Once you sign up, you should receive a welcome email that includes a unique discount code. This discount code should then be applied to the provided discount/voucher field at the checkout by copying and pasting it in.

*If you haven't received it yet, please have a look in your spam/junk box as they may be pushed there in some cases.

 

If you did not receive your unique discount code at all, you can use INTRO10 at checkout for 10% OFF or alternatively contact our support for more information.

Discount codes can be entered during the checkout process, there will be a "discount" field where you can enter the code and click "apply". 


*Please note, you may only apply ONE discount code per order. They are not stackable. 

Unfortunately, coupons and discounts cannot be stacked. Only ONE type of discount, code, or coupon can be used per order. 


This means, if we are running a sale or promotion where there is a discount applied at checkout, you will not be able to apply an additional discount code to the order.

 

If you would like to make use of more than one type of discount, please do so with separate orders.



Payments & Payment Methods

We currently have the following payment methods available, 

 

  1. Peach Payments - Online Credit Card Gateway & Instant EFT
  2. Payflex - Online Credit Card Gateway + Financing Options (Interest FREE)
  3. Manual EFT/Bank Deposit 

Payment methods are made available for selection during the checkout process. 


Payment methods are made available during the checkout process. 


Once you have selected the preferred payment method, follow the steps provided to complete and confirm payment. 


Peach Payments, Payflex & Coinbase are all automated and instant payment methods, once you have completed the payment and checkout process, you can sit back and relax while we get your order ready :)


If you opt for manual EFT/bank transfer, please ensure you use the order reference number (ending in “PS”) as the payment reference and ensure that you forward the POP to us for processing. 

*Please note, we allow 3 working days before canceling all unpaid orders from our system.




Our banking details are made available during the checkout process to customers who select the “Manual EFT & Bank Transfer payment method. 


If you opt for manual EFT/bank transfer, please ensure you use the order reference number (ending in “ZAN”) as the payment reference and ensure that you forward the POP to us for processing. 



*Please note, we allow 3 working days before canceling all unpaid orders from our system.


Unfortunately not. We are unable to process any orders for payment on delivery as we utilize third party fulfilment agents and couriers for our orders.


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Resale & Wholesale

Yes! We offer certain brands/products we stock for resale. 


If you would like to stock or resell our ranges, kindly create a support ticket with the following information, 

  • Full Name 
  • Company Name 
  • Details: "Please can i find out about the reseller/wholesale program"
Refunds & Returns

100% MONEY-BACK GUARANTEE & RETURNS 

At Prime Self, customer satisfaction is a priority and to prove this, we offer a 100% Money-Back Guarantee on products purchased directly from www.primeself.co.za! We’re confident you’ll love your products, however, if you are dissatisfied for any reason, simply notify us, let us know why you’re dissatisfied, and we will process a full refund.

VALIDITY:

Our money-back guarantee is valid for 30 days (1 month) after the purchase date. This guarantee is only valid with a first time purchase of any supplement/nutrition product. Multiple bottles of supplements/nutrition products, apparel, gear and foods do not fall under this guarantee. However they may still be applicable for returns, available with our returns policy.

Please note that if you purchased a product from a retailer or other vendor and are not satisfied, you MUST follow their return policy and contact the seller at the place of purchase.

MULTIPLE UNIT REFUNDS

Please note that if you purchase multiple units of a product and are not satisfied, we will refund the cost of one opened unit/container and any remaining unopened units/containers must be returned to Prime Self before a refund can be issued.

MULTIPLE ORDER REFUNDS

We trust you, but to protect ourselves against fraud, the 100% Money-Back Guarantee is valid only for first time purchase of a product, and redeemable up to 30 days after purchase. If your order consists of multiple units of the same product, we will only refund the first opened unit of the order and any other unopened unit from the same order.

RETURNS POLICY:

VALIDIDITY:

Our returns policy is valid for 30 days (1 month) after the purchase date.

Returned items must be unopened, unused and in the same condition as received. Open/used products are non-returnable unless they fit into our 100% Money-Back Guarantee.

Please note that if you purchased a product from a retailer or other vendor and are not satisfied, you MUST follow their return policy and contact the seller at the place of purchase.

RETURN INSTRUCTIONS

If you are returning a product(s), please send an email to [email protected], with the following information:

  • Order Number (Example: Order #64831)
  • Full Name (Example: John Smith)
  • Instructions noting whether you would like a refund or an exchange and the reason for the refund/exchange.

Returned items should be returned in their original product packaging, unopened and in the same condition as received. When requesting an exchange, please make sure to note any new products, flavours or sizes for the exchange to ensure that you are sent the desired exchange item(s).

Please send your return information and merchandise to the name and address below. You are strongly encouraged to utilize a shipping service with tracking capability.

PRIME SELF
Attn: Returns/Exchanges
Unit 18, Sandton Commercial Village
Cnr 15th and 7th
Malboro
2190
Contact: 061 582 0219

The original shipping fees are non-refundable, and the cost incurred on your return shipment is at your expense. However, the cost of shipping exchange items back to you will be covered by Prime Self.

PLEASE NOTE: WE ARE NOT RESPONSIBLE FOR LOST OR STOLEN PRODUCTS/MERCHANDISE. WHEN YOUR RETURN HAS BEEN RECEIVED AND PROCESSED, WE WILL CREDIT THE CREDIT CARD ACCOUNT USED ON THE ORIGINAL PURCHASE FOR THE AMOUNT OF THE RETURN.

NON-RETURNABLE ITEMS

We apologize, but all sales of clearance, closeout and special order items are final. As such, Prime Self does not accept returns or exchange requests for clearance, closeout, or special order items. Also, please see the above note about multiple unit refunds.

RECEIVING A REFUND

The time required for you to receive a refund will depend on the following factors:

1 – 10 business days if you are returning a product(s) for us to receive the return shipment from your shipper.

1 – 2 business days for us to process your refund.

3 – 5 business days for your bank or credit card company to process the refund request.


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