Our website is built to work across all mainstream Internet browsers. But for optimal browsing experience, we recommend:
Yes. We have taken every precaution to ensure your personal details are safe and secure with us.
All sensitive information you provide is encrypted using industry-standard Secure Sockets Layer technology, and we utilise a leading South African payment processor.
We also insist that all credit card payments use 3D Secure processes (such as MasterCard’s SecureCode and Verified by Visa) so you will be prompted for a one-time PIN when purchasing to prevent you from fraudulent transactions.
Will my information be sold to third parties?
Your information will not be sold or made known to any third parties. Your details will be kept in the strictest confidence by USN.
What are the USN Online shopping requirements?
In order to take advantage of our convenient way to shop, you will need to be 18 years or older and have a valid email address. Create a profile with USN to speed up the checkout process, register your delivery addresses, and track your orders.
What are the requirements for a password?
USN attempts to make your online shopping experience as secure as possible. The password entered on registration must be alpha-numeric (that is, a mix of letters and numbers) and must be a minimum of 8 characters in total.
How do I reset my password?
There is a "Forgot Your Password" link on the login page. You will be prompted to enter an email address to send a password reset email which will allow you to reset your password. Please ensure that you enter the email address you registered with. If your email address has changed, please contact us on firstname.lastname@example.org.
Will my password expire?
For your convenience we have maintained a static password that will not expire. However, should you wish to change your password, you can either change it in your ‘My Account’ section or reset it following the password reset process (see above).
How do I complete my order?
Once all your items are in your basket, you will be able to proceed to checkout and then pay with the secure payment method. We will process your order as soon as a successful payment is received. If you have paid, but did not get to the order confirmation page or did not receive an email acknowledging your purchase, do the following:
Please do not re-order your product/s without completing the above steps, as this may create duplicate orders.
What if I don't check out my items?
The products you have added to your basket will remain there until you either remove them, or they are automatically removed if they are no longer available for online shopping.
Prices may change over time, especially as products can go on and off promotion.
How do I remove something from my basket?
To the right of each item in your basket, there is a red delete button which will remove the item from your trolley. You are also able to reduce and update your item quantity.
Can I order from another country?
Yes, but we can only deliver to addresses within the borders of South Africa. No deliveries are possible to other countries.
How will I know if my order was successfully placed?
You will receive confirmation of your order via the e-mail address you registered with.
How do I change my order?
Please contact our Online Customer Support Centre on email@example.com to assist you - Monday to Friday 8am – 4pm. You will only be able to change your order if your order hasn’t been dispatched already.
Who do I contact when I need assistance with my order?
You may contact us at firstname.lastname@example.org. We are here to assist you with any enquiries you may have – Monday to Friday 8am – 4pm.
When will I receive my invoice?
Your order of confirmation e-mail will serve as your invoice.
Do your prices include VAT?
Yes, all our prices are inclusive of VAT.
What forms of payment do you accept?
We accept credit/debit cards: MasterCard and Visa cards that are 3D Secure enabled.
We will need your 16-digit card number, the expiry date, the CVV number (the last 3 digits on the back of your card) and your name exactly as it appears on the front of the card.
We also accept SID Instant EFT:
SID Instant EFT (Electronic Fund Transfer) has been one of South Africa’s most trusted online payment methods since 2007. SID allows you to pay USN directly from your bank account via your existing internet banking facility.
When will the payment be deducted from your account?
Immediately – which means we can start processing your order straight away.
Does usn.co.za store my card information?
We never store your card information without your permission. In order to facilitate your repeat orders, your card details are stored by a trusted third party payments company.
Where do you deliver to?
We only deliver within the borders of South Africa. Please note that we are not able to deliver to P.O. Box addresses, only to physical addresses. If you live in an estate, please ensure that the security gate will allow the courier company to enter; otherwise choose an alternative address to ensure speedy delivery. We do not deliver to addresses outside the SA border.
When can I expect my delivery?
Orders are not processed over weekends but only on weekdays. Estimated time of delivery is within 48 hours in the Johannesburg and Pretoria area; within 72 hours to other metropolitan areas and 96 hours to outlying areas from the time the payment is cleared. We will communicate with you should there be a delay. You should receive your parcel within 5 working days.
Deliveries will only be made to the designated delivery address between 8am and 5pm Mondays to Fridays. No deliveries will be made on weekends and public holidays.
Order placed before 2pm on a business day will be dispatched that same evening. If placed after 2pm, it will be dispatched the next business day's evening.
What will be the delivery cost for items purchased online?
All deliveries are free on www.usn.co.za.
How do I change my delivery address?
Once you are logged into online shopping, you can access ‘My Account’. You will have the ability to edit, add or delete any delivery addresses.
You can also change your address at the checkout stage. You are not able to change the address once your parcel is out on delivery though.
Can I split the delivery?
Unfortunately deliveries cannot be split. Should you wish to deliver to different addresses, orders must be created and paid for separately.
How will I know when my order will be delivered?
We have a "track ” status that can be viewed when you log into your profile (My Account > My orders). You will also be receiving SMSs from our appointed delivery partner when your parcel is on route to you.
I was not available to accept your delivery. How do I get my delivery now?
If you were not at the specified delivery address the courier company will phone you later that day to arrange an alternative delivery time. USN reserves the right to charge you an additional delivery fee if an alternate date and time is required.
My order has not arrived, what do I do?
We provide a facility for you to track your order online. Once logged onto online shopping, navigate to ‘My Account’ and ‘My Orders’ to view the status of your order or orders, alternatively contact us on email@example.com.
You delivered the incorrect item. What do I do?
Should you have received the incorrect item (product, flavour or size) than that ordered, please log in to ‘My Account’ and go to your order and select the ‘Return’ option. The page will guide you to request the return procedure. Incorrectly delivered goods must be reported to us in this way within 7 days after receiving it. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code to order the product again at no cost (free shipping included too). You can also request a refund on your credit card should you prefer this.
My product is defective. What do I do?
Should an item be faulty or defective (product is impossible to consume or is visibly defected), please log in to ‘My Account’ and go to your order and select the ‘Return’ option. The page will guide you to request the return procedure. Defective goods must be reported to us in this way within 7 days after receiving it. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code to order the product again at no cost (free shipping included too). You can also request a refund on your credit card should you prefer this.
I have received my correct order but just don’t want it anymore. What do I do?
Should you for some reason no longer want the item that you have purchased and the product is still sealed in its original packaging, please log in to ‘My Account’ and go to your order and select the ‘Return’ option. The page will guide you to request the return procedure. Unwanted goods must be reported to us in this way within 7 days after receiving it. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code or given a refund. If the product has been opened and isn’t faulty, you will not be able to return it for a refund. Refunds will be done within 7 working days to the credit card that you used to make the online purchase with.
All credit card refunds will be done within 7 working days to the credit card that you used to make the online purchase with.
How do I log a return?