Please note, due to the social restrictions around Covid-19, we are currently experiencing a significantly higher volume of orders. Therefore, there may be a delay to our service. For more information, please visit our Coronavirus Update page.
Here you'll find answers to some of the questions most commonly asked by our customers. If you can't find the answer you're looking for, please contact us.
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 returned. It must then arrive back with us no more than 30 days after the order was placed.
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 us 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 calling 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) you can track the parcel using the tracking number you were emailed. Click here to track Parcel Force deliveries. 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 postman has left the parcel there. If not, we recommend contacting your local sorting office. 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 missing, or damaged by the courier, please contact us within 48 hours. Any issues regarding damaged or missing items reported after this period cannot be rectified. To receive a replacement or compensation, please email or text us photos of the damaged items and packaging. Please keep any damaged items in their original packaging, as the courier may need to inspect the parcel. Alternatively, we may arrange collection. It is important you 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 our website are inclusive of VAT where applicable. Most equine supplements are zero-rated for VAT, 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, 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 at the discretion of the courier.
If your parcel has been sent by standard Royal Mail, your postman may be able to leave your parcel in your usual “safe place.”
Will you keep my details on file?
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.
I am having problems with your website. Can you help?
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.
Are you open over the Christmas period?
We are open every working day, including Christmas Eve and New Year’s Eve, so we can ensure that your horse doesn’t go without his supplements.
For any other questions not answered on here, please do not hesitate to contact us.
How do I join Eddie's Loyalty Scheme?
Once you create an online account, you are automatically signed up to our loyalty scheme and will start earning points on your first purchase of qualifying products.
How do I redeem my loyalty points?
To find out how to redeem your loyalty points, and for more information regarding our customer loyalty scheme, please visit our Loyalty Scheme page.