Ordering from Supplement Solutions
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.
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.
If you are struggling to complete your order online, or you have questions about the products you are ordering, you can:
- Call us on +44(0)1995 672464 and speak to one of our knowledgeable friendly team.
- Collect your order in person from our premises in Great Eccleston (click the ‘Find Us" tab on our homepage for more details). We are open Monday - Thursday, 8am - 6pm and Friday, 8.30am - 5pm. We can arrange collection out of hours by prior arrangement. Please phone to check stock availability.
How to amend an existing order
If you wish to amend your order please telephone us on +44(0)1995 671787. Orders cannot be changed once they have been dispatched.
If your order is delayed
As we rely on the services of third party delivery services and couriers, we are unable to confirm exact delivery dates. Please ensure you place any urgent orders as much in advance as possible. This applies equally to SAME DAY and 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 & security
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, except American Express)
- Bank transfer
- Cash on collection.
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.
Damaged or missing items
Upon receipt of your order, please check all items and paperwork. 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.
Order not received
If you do not receive your order within the estimated time, 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 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. Please note that any product returned more than 30 days after the date of purchase will not be refunded.