Customers are at the heart of everything we do, and we work hard to maintain the highest standards of service. All of our 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.

Orders

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.

Orders can be made via our website 24 hours a day, 7 days a week!

If you experience any problems with the running of the website, such as issues logging into your account or with making payment, please contact a member of our friendly team via email or phone us during our opening hours (Mon-Fri 8:30am-5pm GMT+1)

Please note orders placed online outside of our opening times will be processed the next working day.

If you would prefer to place your order over the phone we are more than happy to do this, call our friendly team on 01995 672464.

Yes! We do recommend calling prior to your visit, this way we can ensure the product you are after is in stock in our warehouse.

If you are a local customer and order online but would like to collect, you can select Click & Collect at checkout and we will let you know when your order is ready to be collected.

Safety equipment cannot be returned once it has been dispatched from our warehouse, ensure you have ordered the correct size by following the relevant size guides on the product listings.

Once you have placed your order we recommend you check your order confirmation thoroughly to ensure you have ordered the correct product and size.

Please note safety equipment including riding hats and body protectors are non-returnable. We would strongly recommend any safety equipment you purchase is fitted to you by one of our BETA qualified members of staff before you buy. If you need help please call or email us prior to purchase.

If your order has not yet been dispatched you can amend your order by telephoning us, call our friendly team on 01995 672464.

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.

Orders cannot be changed once they have been dispatched.

As we rely on the services of third party couriers, we are unable to confirm exact delivery dates.

Please ensure you place any URGENT orders as much in advance as possible, if you would like to find out about the stock quantity of an item that you are urgent for before placing your order, please give us a call on 01995 672464 to avoid any delays in our dispatch service and we will do our best to help you. This applies equally to PRIORITY orders 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.

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

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

Sage Pay (all major credit and debit cards accepted, excluding American Express)
Paypal
Cheque
Bank transfer
Cash on collection (Only for local customers collecting their order.)

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, 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 or cheque.

We are closed on weekends and bank holidays

Alterations in opening hours will be shown on our website in the yellow banner, on our social media accounts, and emailed to subscribed contacts in our mailing list for festive periods.

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

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.

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.

Pricing

We keep our prices as competitive as possible, with many products priced below RRP.

All prices are shown in Pound Sterling (£) and inclusive of VAT where applicable. However, prices across the industry are constantly reviewed, and we reserve the right to increase our own prices to reflect any changes.

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 (excluding working 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 exporting your order outside of the of the UK. Once you have registered an account and selected your country, the website will display tax free prices. We will ship your order via a Delivery Duty Unpaid (DDU) service, which means you do not pay any UK tax when you order, but once exported it is subject to tax in your country. Please see our Shipping & Deliveries page for more information.
  • 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.

    • All orders leaving the UK will no longer be charged UK tax (VAT). To view tax free prices on our websites please login to your account, or register a new account, ensuring that your country of residence is set correctly.

    We will ship your order using Parcelforce via a Delivery Duty Unpaid (DDU) service. Parcelforce exports the parcel to your country, and it is then subject to tax in your country. Every item has a HS tariff code (commodity code) which will determine how much tax is payable. By law we have to affix a commercial invoice to the outside of your parcel so the importing country can calculate how much tax is due.

    The courier company in your country will contact you if there is any tax payable, and this must be paid before your parcel can be delivered.

    As an example, in the UK there is no tax on any products that horses eat (eg. supplements, treats), other than prescription medicines.

    Please check out the classification in your country to determine what tax rate you are likely to pay.

    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 dispatch of your order, we will not be obliged to supply products at the incorrect price