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Tel:
+44(0)1995 672464
Email:
sales@supplementsolutions.co.uk
Mon - Thurs: 8.00 - 18.00 | Fri: 8.30 - 17.00 (English Only)

Customer Service

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Customers are at the heart of everything we do, and we work hard to uphold the highest standards of service. All orders are packed with great care to ensure that they reach you in the same perfect condition they were in when they left our warehouse.

Our Aims

  • To offer you 24/7 access to hundreds of supplements, wormers and care products of all shapes and sizes - and all from the comfort of your own home!
  • To deliver quality brand name supplements to your door as quickly as possible.
  • To save you money through affordable pricing and low delivery costs.
  • To offer you high quality purchase support with plenty of information, online and over the phone.
  • To keep you happy!

How to place an order

Place your order on our secure website, or call us to place your order with a friendly member of our team. We pride ourselves on our efficient and informative service, and aim to dispatch orders as quickly as possible. Please see our Delivery page for more information.

The Team

How to Order:

  • On our website: www.supplementsolutions.co.uk
  • Call us: +44(0)8707 558858 - Speak to one of our knowledgeable friendly team.
  • Collection: Orders can be collected from our premises in Great Eccleston (click the ‘Find Us" tab on our homepage for more details). Our office opening hours are Monday – Thursday, 8am – 6pm, Friday, 8.30am – 5pm. Orders can be collected out of hours by prior arrangement. Please phone to check stock availability.
  • If you wish to amend your order please telephone us on 01995 671787. Orders cannot be changed after they have been dispatched. We recommend that you DO NOT email us to change an order after 12.00pm, as we may not see the email before the courier collects the parcel. We also recommend that you place your order in time to allow for any unexpectedly delayed delivery. This even applies if you pay extra for an “urgent” order or a “Guaranteed Next Day Delivery” as, unfortunately, these services can never be absolutely guaranteed. We always do our very best to get your items to you on time and we promise to contact you to inform you of any delay. We regret that we cannot take responsibility if you have not allowed for any unexpected delay and you incur additional costs or inconvenience due to the delayed receipt of an order.

Requests

Can’t find what you’re looking for? Please contact us and we will do our very best to source it for you.

Payment & Security

Payment on our website is 100% secure through PaymentSense. We also offer a number of other payment methods to suit our customers, all of which are 100% secure. Customers can pay via:

  • PaymentSense (all major credit and debit cards accepted, except America Express).
  • Paypal.
  • Cheque.
  • Bank Transfer.
  • Cash on collection.

Any card details given over the phone are destroyed once payment has been processed. We do not keep card details on file.

If you experience difficulty with payment, or your card is declined (due to any number of reasons), your order status may show as ‘Pending’ or ‘On Hold’. In this instance please do contact us and a member of the team will do their best to help you.

Please note that by using a card to make payment, you are confirming that the card either belongs to you or that you have permission to use it.

Orders will not be dispatched until funds have cleared, so please allow extra time for orders placed via bank transfer, cheque and postal order.

Prices & Availability

All prices are shown in sterling (£) and inclusive of VAT where applicable. We keep our prices as competitive as possible, with many products priced below RRP (Recommended Retail Price). However, prices across the industry are constantly reviewed, and we reserve the right to increase our own prices to reflect any changes.

In the unlikely event that the price of an item has been incorrectly advertised on the website, we will contact you to ask if you wish to proceed with the order at the correct price. If you are not happy to proceed, or we are unable to obtain your instructions, we will cancel the order. Unless we have already confirmed despatch of your order, we will not be obliged to supply products at the incorrect price.

VAT

Where VAT is applicable, it is shown in the prices you see on our website – there are no hidden extras.

VAT is charged at 20% and applies to:

  • All topical products (i.e. externally applied products such as hoof treatments, sprays, and first aid items).
  • All human, cat, dog, smallholder and pigeon supplements.
  • Postal charges (except for countries outside the EU and tax exempt countries).
  • All clothing, rugs and stable equipment.

 

VAT does not apply to:

  • Most equine supplements (there are a few exceptions).

You are only eligible for VAT exemption if:

  • You are an bonafide EU company (outside of the UK) with a valid VAT registration number and proof that the company exists. Please contact us to provide these before placing your order.
  • You are a resident of the Channel Islands, or Monaco and you have selected the appropriate country (‘Jersey’ or ‘Guernsey’ or '
    Monaco') at the time of placing your order. Any Channel Islands orders placed under ‘United Kingdom’ will not benefit from VAT exclusion.

Returns and Refunds

If you wish to return a product you have ordered, please contact us via phone or email.  To receive a refund, please return the product as it arrived; unopened and with adequate packaging. Upon receipt of the product, we will issue a refund for the total cost of products returned, provided they arrive in their original condition. This does not include carriage charges (for both the original delivery and subsequent return, unless the order was sent in error). Unfortunately, we cannot issue a refund for opened or partially used items. Please note that any product returned more than 30 days after the date of purchase will not be refunded.

On receipt of your order

Upon receipt of your order, please check all items and paperwork as soon as possible.  In the unlikely event of a damaged or missing item, please contact us within 48 hours.  Any issues regarding damaged or missing items reported after this period cannot be rectified.

Damaged items

If your parcel is badly damaged when the courier arrives, please either refuse delivery or open the parcel in the courier’s presence to inspect the items enclosed. If you accept delivery of a damaged parcel, please write ‘damaged’ when signing for the parcel.

In the unlikely event that any of the items in your order are damaged by the courier, please contact us immediately. To receive a replacement or compensation, please email or text us photos of the damaged items and packaging so that we are able to claim from our couriers. Please keep any damaged items in their original packaging, as the courier may need to inspect the parcel. Alternatively, we may arrange collection. Please report any damages within 48 working hours, as we are unable to claim from couriers after this period, and therefore would be unable to provide compensation.

Order not received

If your order is not delivered within the estimated time, please contact us within 20 days of the dispatch date. Unfortunately, we are unable to issue refunds or replacements if an order is first reported undelivered more than 20 days after the date of dispatch.

Privacy Policy

We will keep a record of your details as supplied to us for the purposes of processing your order, any follow-up customer service requirements and any required legal purposes. We will keep your information securely and will not share it with any other business or organization. We may use this information to send you additional information from Supplement Solutions Ltd. in future. If you wish to be excluded from our mailing list, please edit your account online accordingly, or contact us by email.

Technical Support and Mobile Website

If you experience any problems with the running of the website, such as issues logging into your account or with making payment, please contact us and we will ask our website technicians to look into the problem for you, in the unlikely event that we are unable to rectify it ourselves.

Seasonal Information

Supplement Solutions is open every working day, including Christmas Eve and New Year’s Eve and even the days in between Christmas and New Year, so we can ensure that your horse doesn’t go without his supplements.

Frequently Asked Questions

How do I return items bought online?

If you wish to return a product you have ordered, please contact us via phone or email.  To receive a refund, please return the product as it arrived; unopened and with adequate packaging. Upon receipt of the product, we will issue a refund for the total cost of products returned, provided they arrive in their original condition. This does not include carriage charges (for both the original delivery and subsequent return, unless the order was sent in error). Unfortunately, we cannot issue a refund for opened or partially used items.

How long do I have to return an item?

If you have changed your mind about an order, please contact us to inform us that the product is being return. It must then arrive back with us no more than 30 days after the order was placed for a refund.

I have changed my mind, can I cancel my order?

As long as your order has not yet been dispatched, you can cancel your order by calling is on 01995 671787. Once the order has been dispatched, we are unable to accept cancellations and the order must be treated as a return. We do not recommend cancelling orders via email, as these may not be seen before your order is dispatched.

I want to change my order or add a product to it, how do I do this?

If your order has not been dispatched and you wish to change the items or add additional products, you will be able to do this by telephoning 01995 671787. We recommend that you do not add items or change orders via email, as we may not see the email before your parcel has been dispatched. You are unable to add or change items after your parcel has been dispatched.

My order has not arrived, what should I do?

If your order has been sent via a courier (Parcel Force or Interlink) the first thing you should do is track the parcel using the tracking number you were emailed. Click here to track Parcel Force Parcels and click here for Interlink. This should show you where your parcel is up to and when it is likely to be delivered. If you are unable to track your parcel, please contact us by phone or email and we will track it for you.

If you are awaiting a parcel sent via Royal Mail, please check with your neighbours and in your “safe place” to see if your post man has left the parcel there. If not, it is likely that the parcel is at your local sorting office, so your next step would be to contact them. If you are still having trouble locating a Royal Mail parcel, please contact us.

How long is the expiration date on your products?

The expiration date on products varies greatly between brands, but as a rule, we tend to hold stock that has at least one year’s shelf life. Some products, such as those containing live yeast, have a shorter shelf life, however we will always ensure that there is sufficient date on any products we send out to you. If you have a problem with the date on a product you receive, please contact us.

My order has arrived damaged, what do I do?

If your parcel is badly damaged when the courier arrives, please either refuse delivery or open the parcel in the courier’s presence to inspect the items enclosed. If you accept delivery of a damaged parcel, please write ‘damaged’ when signing for the parcel.

In the unlikely event that any of the items in your order are damaged by the courier, please contact us immediately. To receive a replacement or compensation, please email or text us photos of the damaged items and packaging so that we are able to claim from our couriers. Please keep any damaged items in their original packaging, as the courier may need to inspect the parcel. Alternatively, we may arrange collection. Please report any damages within 48 working hours, as we are unable to claim from couriers after this period, and therefore would be unable to provide compensation.

Do your prices include VAT?

All the prices you see on the website are inclusive of VAT were applicable. Most equine supplements are zero-rated for VAT anyway, although care products and canine and feline products are VAT rated at 20%.

Can I claim VAT back on my purchases?

VAT can be claimed back if you are a registered company with a VAT number outside of the UK. For European customers please email your company details and Tax number before placing an order, after which VAT will not be charged.

Do I need to sign for my parcel?

If your parcel has been sent via Parcel Force, Interlink, TNT Post, Royal Mail Recorded or Royal Mail Special Delivery, a signature will be required. This is so we can ensure your parcel reaches you safely. You are welcome to email us with delivery instructions, but we cannot guarantee that parcels will be left, as this is totally at the discretion of the courier. If you do require a parcel to be left, please request for your parcel to be delivered by Interlink: You will receive a text and/or an email giving you a time slot of one hour for your parcel to be delivered. If you are not going to be home, you are able to request for your parcel to be left in a safe place or with a neighbour by following the link in the text/email.

If your parcel has been send by standard Royal Mail, your postman may be able to leave your parcel in your usual “safe place.”

For any other questions not answered on here, please do not hesitate to contact us.

Store Locations

Customers are welcome to collect orders, view products in our showroom or arrange a consultation. Whilst we do hold most items in stock, we advise you to telephone before you set off to check that the items your require are in stock. If you would like to arrange an appointment please contact us so we can schedule a time.

Office

Supplement Solutions Ltd
The Weind
Great Eccleston
Lancashire
PR3 0ZU
Tel: 01995 672464

Directions & More Information