Updated: 25th March, 2020
Please be assured we are treating COVID-19 with the seriousness it deserves and are implementing strict measures to limit the spread of any virus.
We are consistently reviewing the way in which we are working. Our utmost priority is to protect our colleagues and customers’ health and therefore we have put the following measures in place:
We do have a showroom which is open to customers throughout the week. We have taken the decision to close this store until further notice, to minimise contact with customers.
Our staff are working to maintain exemplary levels of hygiene at all times. This includes following government advice on handwashing, as well as keeping services and common areas clean.
Where staff are unwell or displaying any symptoms related to COVID-19, they will be asked to self-isolate. The majority of our staff are now working from home, to minimise daily contact.
The nature of our business means we are accepting deliveries from multiple couriers daily. As a precaution, we are no longer allowing third party couriers to enter the premises. Instead they are being asked to leave deliveries at our loading bay for us to collect.
Due to the unprecedented demand for key items, such as surgical scrubs and aloe vera based gels, we are experiencing some supply issues. Items are coming into stock and going straight out again, and many suppliers are limiting the number of units we can buy – even as a retailer. Therefore, please bear with us if the item you require is not immediately available.
In the unlikely event that we are unable to fulfil your order, we will contact you – either by phone or email – to discuss sourcing an alternative product, or to arrange a refund.
Naturally, as more people are required to self-isolate, many are turning to online retailers to purchase, which is causing mounting pressure on courier networks. As such, and in order to allow us to better manage customer expectations, we have disabled the option for same day dispatch and guaranteed next day deliveries on all orders. However, if you genuinely require an item urgently please place your order and then give us a call or email and the team will do their best to dispatch it asap.
If you have any concerns about shopping online, please be assured the World Health Organization is advising that it is safe to receive a package from any area where COVID-19 has been reported.
The majority of our parcels are delivered by Royal Mail and Parcelforce. Both companies have put strict measures in place to minimise contact with the public, including no longer requiring electronic signatures and posting cards through the door for those customers who are unable to come to the door, or are self-isolating.
At present, deliveries to international customers are still shipping, as normal (unless service is suspended in your area). However, please be aware that both British and overseas postal providers are consistently reviewing their services so this is subject to change.
If you place an order for overseas shipping and we are advised that we can no longer ship to your country, we will contact you to arrange a refund.
As a small business, we are working hard to put measures in place to ensure the sustainability of our business in the case of infection. While we will continue to dispatch orders for as long as we possibly can (and hopefully throughout the disruption), the size of our team means that temporary store closure is a real possibility, should all of the team become affected by the virus.
Therefore, if you are placing an order for an item which you know you will be continuing to use for the foreseeable future, please consider ordering the next size up in order to ensure you have enough to last you. We hope to remain open throughout the coming weeks, but we would also hate for your horse or pet to run out of its supplements.
We are all focused on providing a safe shopping experience for our customers, while maintaining the high levels of service you have come to expect from us. If you have any concerns or questions about your order, or the services we offer, please don't hesitate to contact us.
Thank you for your continued support,
Team Supplement Solutions