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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)
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Shipping & Delivery

At Supplement Solutions, we understand that customer requirements vary. That’s why on checkout, our website will offer you a range of shipping options based on the weight and value of products ordered, allowing you to choose the best method for you and your order. Once your order leaves us, you will receive an email confirming the date and method of dispatch.

  • We use reputable and reliable couriers so that we can provide you with the best service available.
  • With fuel prices on the rise, courier costs are ever-increasing. However, we subsidise much of this cost, giving you great service without added expense.
  • Our team take great care to package your order well. However, once it leaves our warehouse, it is in the hands of the courier.

UK Orders

British Flag

Standard (Orders dispatched within 1 - 4 days)

All UK mainland* orders over £75 qualify for free Standard shipping. Any orders under £75 are subject to a small charge of £2.99 for Standard service. We aim to dispatch all items ordered on Standard shipping within 1 to 4 working days via Royal Mail or Parcel Force 48 hour.

*Excluding the Highlands of Scotland

Premier (Orders dispatched within 48 hours)

For orders which are needed more quickly, you can opt for Premier service. Premier orders will be prioritised over Standard orders, and are dispatched within 48 working hours via Royal Mail 1st Class/1st Class Recorded or Parcel Force. Prices start from just £2.99.

Urgent (orders dispatched same day – orders placed before 3pm only)

If you need your order urgently, you can opt for Urgent delivery. All Urgent orders received before 3pm will be dispatched the same day (Monday to Friday, excluding bank holidays). Urgent orders received after 3pm or over the weekend will be dispatched on the next working day. Urgent orders will be dispatched via Royal Mail 1st Class, Royal Mail 1st Class Recorded or Parcel Force 24 hour. The courier service used depends on the total weight of products ordered. Prices start from just £4.25. Whilst this is likely to reach you the next working day, this is not something we are able to guarantee. For a guaranteed service, please see below.

Guaranteed Next Day (guaranteed delivery by 1pm next working day; signature required – orders placed before 3pm only)

If your order is less than 10kg (including packaging) and is placed before 3pm, you may be given the option of guaranteed next day delivery (Royal Mail Special Delivery). Prices for this option start at £5.99 (depending on weight). If your order is eligible for this service, the option will present itself at checkout.

Saturday guaranteed delivery (signature required – orders placed before 3pm only)

Saturday delivery via Royal Mail Special Delivery is available for most orders under 10kg (including packaging) placed on a Friday before 3pm. Prices for this option start at £8.99 (depending on weight). If your order is eligible for this service, the option will present itself at checkout.

On the rare occasion that an order is delayed, we will always keep you informed and compensate any extra shipping costs if you have opted for Premier or Urgent service. All products displayed on our website are subject to availability. If for any reason we cannot fulfil your order, we will offer you an alternative product or a full refund.

Methods of dispatch and delivery timescales

Royal Mail (1st Class, 2nd Class and Royal Mail Recorded)

All orders dispatched via Royal Mail 1st Class, 2nd Class and Royal Mail Recorded are expected to reach their destination within 1 – 3 working days. However, ‘1st Class’ and ‘2nd Class’ service refer to the order in which mail is prioritised, not the number of days taken for delivery. Consequently, we ask you to allow up to 7 days from the date of dispatch. If you have not received your order within this time, please contact us.

Parcel Force (24 and 48 hour service)

All orders dispatched via Parcel Force 24 or 48 hour service are expected to reach their destination within 24 or 48 working hours, depending on the service used (indicated in your dispatch confirmation email). On the rare occasion that your order does not reach you within the period indicated by Parcel Force, please contact us so that we may report this to them. Please note that Saturday delivery is not available.

We also use Interlink Express next day service. Interlink will email and/ or text you delivery details and will specify what time they are intending to deliver. You also have the option to change the time or deliver to a neighbour. Please contact us if you specifially want us to send your parcel by this method.

The Channel Islands, Highlands & Islands of Scotland, Northern Ireland and the Isle of Man.

We are happy to be able to offer our Standard, Premier and Urgent services to customers in the Channel Islands, Highlands and Islands of Scotland, Northern Ireland and the Isle of Man. Due to location, these orders may incur higher delivery rates than those outlined for mainland UK orders that will vary depending on the weight and value of the order. However, please note that we heavily subsidise these costs so that we can continue to offer you the best possible value for money. Please use our shipping and tax calculator on the ‘My Cart’ page of our website for an estimate of the shipping costs that your order will incur (or contact us).

BFPO orders

We are happy to offer our service to BFPO addresses. When inserting your delivery address, please select BFPO as the country. Delivery rates will be calculated based on the weight and value of the order. Please use our shipping and tax calculator on the ‘My Cart’ page of our website for an estimate of the delivery costs that your order will incur. Sadly, we are unable to offer our Premier and Urgent services to BFPO customers. However, all orders for dispatch to BFPO addresses are treated as a priority.

International orders

International Flags
We ship to the following destinations:

Austria, Belgium, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Ireland, Italy, Jersey, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Spain, Sweden and Switzerland. Shipping charges will be calculated based on individual orders. Please use our shipping and tax calculator on the ‘My Cart’ page of our website for an estimate of the shipping costs that your order will incur (or contact us). If the country you require is not listed please contact us.

Royal Mail (Airmail)

All orders dispatched via Royal Mail Airmail are expected to reach their destination within 5 – 12 working days. However, we ask you to allow up to 20 days from the date of dispatch. If you have not received your order within this time, please contact us. This option is only available for orders under £100. Although this option is more economical, we encourage customers to opt for Parcel Force or TNT as these are more reliable services.

Parcel Force (Euro)

All order dispatched via Parcel Force Euro are expected to reach their destination within 2 – 7 working days from the date of dispatch. However, we ask that you allow up to 14 days. If you have not received your order within this time, please contact us.

TNT Road

This option is more affordable, but can take a little longer than Parcel Force Euro. The expected delivery time for TNT varies from country to country, and is clearly stated alongside the TNT shipping option at the time of placing your order. However, we ask that you allow up to 14 days from the date of dispatch. If you have not received your order within this time, please contact us.

Interparcel

Interparcel is a parcel broker, comprising a wide range of courier services and companies. Interparcel is only currently available for delivery to Austria, Finland, Italy and Poland. Prices are dependent on the weight and value of products ordered. Please use our shipping and tax calculator on the ‘My Cart’ page of our website for an estimate of the delivery costs that your order will incur.

Important points about your delivery

Weekends and Bank/Public Holidays

Our office opening hours are 8.00 – 18.00, Monday to Thursday, and 8.30 – 17.00 on a Friday, excluding bank holidays. Consequently, any orders (whether Standard, Premier or Urgent) placed over the weekend or on bank holidays will be processed as normal on the next working day.

Tracking your order

To track your order, please click on the appropriate courier (listed below) and enter the tracking number given in your dispatch confirmation email:

Please ensure that your delivery address and postcode is 100% accurate and that you include either a house number or name (include business name where applicable). Please also include a daytime/delivery contact number that will be displayed on the parcel. We cannot issue a replacement or refund for parcels lost due to an inaccurate address. In this case, you may be liable for an additional carriage charge.

Any orders dispatched via courier or recorded services will require a signature on delivery so please ensure that there will be someone available at that address. Orders can be delivered to work addresses, direct to the stables, or to a neighbour’s address (with their permission). If you know that you will be in on a certain day, please write that in the ‘Shipping requests’ box i.e. “Please deliver on Wednesday 1st November” and we will try our best to arrange delivery on that day.

If you have difficulties arranging for someone to be present at the delivery address, please provide a brief delivery request for the courier in the ‘Shipping requests’ box i.e. “please leave in the porch”. Whilst we will always endeavour to meet your special requests, we cannot guarantee that the courier will follow instructions as often this is against their company policy. However, drivers will sometimes leave the parcel if they feel it is safe to do so. If parcels are left as per your instructions, neither Supplement Solutions nor the courier company are liable for any loss or damage caused.

Once delivered, the products ordered will become your property and your responsibility. We will not accept any liability for their loss, damage or destruction after they have been delivered.

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 (courier dependent – please see above), 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. 

Returns and refunds

If you wish to return a product you have ordered, please contact us. To receive a refund, please return the product as it arrived; unopened and with adequate packaging. Upon receipt, 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.

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

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