Updated: 13th January, 2021
UK orders: Due to the ongoing lockdown in the UK, combined with the impact of Brexit, Parcelforce and Royal Mail continue to manage very high levels of parcels, which is causing delays in some areas. Please do bear with them and understand that our team is doing its best, but we have no control over couriers.
Due to restrictions put in place by Royal Mail & Parcelforce to protect workers' safety, and the increased demand for home delivery services, there may be a delay to your delivery.
Our staff are working around the clock to process orders. However, we are also running on reduced staff numbers to protect our team with responsible social distancing measures. We ask you to be patient at this time and to take this into consideration before contacting the team, should your order not arrive as promptly as you are used to.
Please be assured we continue to treat 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. This store will remain closed 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 continue to work 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.
Therefore, we ask that you check that service is currently active in your area before placing an order for overseas shipping. Due to service availability changing daily, we are unable to continually monitor this situation and cannot be held liable for any overseas orders shipped, which are subsequently lost, or undelivered, due to service limitations.
You can check the latest service updates here:
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 remains a real possibility, should a number of staff 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 also expecting the latest national lockdown, at one of the busiest times of the year for retail, to have a significant impact on courier services. This is likely to affect our delivery times - so, where possible, please do order in plenty of time to avoid running out of any essential items.
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