FAQs

We have rounded up the top questions from our clients to make your shopping experience easier. if you have a question that isn't covered here, please get in touch and we'll answer it for you!

Products

Where can I find more information on your products?
Each product page contains three tabs with a vast amount of information:
WHY:   What makes the product amazing and why you should purchase it
WHAT'S INSIDE:   A complete list of ingredients
THE NUMBERS:   The nutritional values chart

If you need more info please feel free to drop us a mail at info@isostar.co.za

Your products are guaranteed drug free, where can I read more?

Yes they are, and it's something we are very proud of! If you'd like to read more please visit our Clean Guarantee Page.

My clear bottles are discolouring, what is going on?

Our sports drinks are coloured with natural colourants (beta-carotene and beetroot), which may cause discolouration in some cases. All you need to do is wash your bottle out and leave it open (bottle neck up) to dry in direct sun for a day. The colour will lift.

So what's all this hype about your Isostar bottles?

Well nothing much... except they are the best bottles E.V.E.R! They are nice and soft, allowing you to squeeze them easily, the top valve locks to prevent leaking, and it doesn't pop down every time you drink so you won't get irritated. Best of all, they are BPA free! We source them from Switzerland and give full kudos to the Swiss for having created such an amazing bottle!

My Account

Where do I access 'My Account'?

You will see a little icon depicting a person's head and shoulders at the top right of our header. This is the link to your account. Simply click it and login to access your account, or click here to access the customer login area.

How do I change my account details?

Click here to log into your account here and simply change your information.

How safe are my personal details entered under my account?
We take your privacy seriously and we treat your personal information as strictly confidential. All necessary technical and organisational measures are taken 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.
Visit our Privacy Page for more information.

Orders

How do I buy on your site?
  1. From the homepage:

  2. Select PRODUCTS, or a product category on the dropdown menu

  3. Within the category, the products on offer will appear

  4. Choose your desired product and you’ll be taken to the product page, which contains a wealth of info (be sure to click on the info tabs too)

  5. Select quantity and ADD TO CART. You may be required to enter your flavour preference first when purchasing a combo pack.

  6. On the next screen you will be able to review your cart. Once happy, click CHECKOUT

  7. Enter your login info if not already logged in, or sign up as a new customer. The signup process ensures that you won't have to enter all your info every time you shop.

  8. You will be taken to a secure page for checkout. Enter the following info and then continue using preferred payment method:

Whether you would like to pay by Credit Card or EFT
The correct billing address
Any promo codes

      Can I change or edit my order?

      Once an order has been placed, it is no longer editable online. However, you are welcome to contact us on info@isostar.co.za and we'll do our very best to assist.

      Can I change my delivery address?
      You can log into your account and change your delivery address at any time.

      However, the delivery address for an order may not be changed online after the order has been dispatched. Please contact our office on info@isostar.co.za for this and we will try our very best to accommodate your change of address where possible.

      You sent me a wrong or incomplete order. What do I do?

      We're really sorry about that! Please get hold of us on info@isostar.co.za and we'll rectify the problem ASAP. 

      What is your returns policy?

      It's pretty extensive and the process depends on the reason for return. You can read all about it on our Returns Page.

      Making Payments

      Is your online payment system secure?
      Yes, any online payments made to us are processed by PayFast, which is 100% secure. For more information on PayFast, visit their website.
      We will never ask you to enter credit card information on a page that is not secured. A padlock icon will be displayed in your browser address bar to indicate that the page is secure.

      View our Privacy Page for more information.

      Which payment methods are available?
      Secure Credit Card: VISA & Mastercard
      Secure Debit Card: If your debit card has a chip, please process payment as a Visa/Mastercard credit card payment. If your card does not have a chip, please make use of the Secure Instant or Manual EFT option
      Secure Instant EFT through Payfast: available to ABSA, Standard Bank, FNB, and Nedbank customers

      Manual EFT

      What is 3D Secure?
      3D Secure is a technical standard created by Visa and MasterCard to further secure CNP (Card-holder Not Present) transactions over the Internet. MasterCard brands their system as 'MasterCard SecureCode' and Visa call theirs 'Verified by Visa'.
      3D Secure protects a buyer's credit card against unauthorised use when shopping online. This simple service enables buyers to validate transactions you make over the internet by requesting a One Time Password sent to your cell phone or email address on checkout. It helps protect against fraudulent use by unauthorised individuals.
       
      How do I activate 3D Secure on my card?
      Please click on your bank on the list below to activate your 3D secure:
      Standard Bank
      ABSA
      FNB
      Nedbank
      Capitec
       
      Why is my credit card purchase not going through?
      Check that the card number, card name and expiry date are entered exactly as they appear on the front of your card.
      Check that your 3 digit CVV number on the back of the card is also entered correctly.
      Ensure you are registered for 3D secure and that you have entered your one time password (OTP) correctly.

      If the problem persists, please contact us on info@isostar.co.za

      Can I pay cash on delivery?

       Unfortunately not. We require upfront payment via any of the available payment methods.

      What are your banking details?
      Account Name: IsostarZA
      Bank: Nedbank
      Branch Code: 12131700
      Account Number: 1029447217
      Beneficiary Reference: Your Order Number

       

      Gift Cards

      Where do I find gift cards on your website?

      You can find our gift card on our products drop down menu, or by clicking here.

      How long is a gift card valid for?

      As per the South African National Consumer Protection Act, your gift card is valid for a period of three years from date of purchase.

      Promo Codes

      How do I apply a promo code?

      Once you have finalised your cart and clicked CHECKOUT, you will find the spot to enter your promo code on the right hand side of the checkout screen.

      Is my promo code transferable?

      No. The promo code is linked to your user account and cannot be transferred.

      Can I use multiple promo codes when checking out?

      Nope. You can only use one promo code per cart.

      Why isn't my promo code working?
      Check that you entered the correct code.
      Check that the account you are checked in to corresponds with the account that the promo code was issued for. Promo codes are non-transferable.
      Only one promo code may be applied per checkout.
      Check if your promo code has expired.
      If you still have no idea why it isn't working, please contact us on info@isostar.co.za

      Shipping

      Where do you ship?

      We ship to locations throughout South Africa. If you live on a farm or in a rural area and prefer to receive your order via registered post, please contact us on info@isostar.co.za and we will make it happen!

      Do you ship overseas?

      Unfortunately not, but you are welcome to find your nearest Isostar distributor using the Isostar International website: www.isostar.com

      How long will my order take to be delivered?

      Orders within major centres will be delivered within 3 working days. Delivery to areas outside of major centres may need an additional 24 hours. If your order is very large, we may need to use road freight and delivery will take anywhere up to four working days.

      Are the contents of my order insured whilst they are being shipped to me?
      Yes, they are! All goods are insured during transit and the risk transfers to you on delivery. Please get hold of us regarding any parcels that are not properly sealed, appear to have been tampered with, or if any goods therein have been damaged.