Shipping & Deliveries
1st January, 2021, BREXIT UPDATE: On 1st January 2021 the UK left the European Union (EU). Supplement Solutions is still welcoming orders from countries in Europe, but there are a few things you need to know:
1 - All orders leaving the UK will no longer be charged UK tax (VAT). To view tax free prices on our websites please log in to your account, or register a new account, ensuring that your country of residence is set correctly.
2 - 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.
For delivery details regarding international orders please scroll down.
13th January, 2021, COVID-19 UPDATE: Please note, due to the social restrictions around Covid-19, we are still receiving a higher volume of orders. We are dispatching orders within our service standard, however, there may be a delay with the delivery companies due to their reduced personnel. For more information, please visit our Coronavirus Update page
At Supplement Solutions, we understand that customer requirements vary. That’s why we offer you a range of shipping options based on the weight and value of your order, allowing you to choose the best method for you:
STANDARD (orders dispatched within 2 - 4 days)
(Please allow up to 6 days for dispatch during Covid-19)
All UK mainland* orders over £75 qualify for free STANDARD shipping**. Any orders under £75 are subject to a small charge of £2.99 for STANDARD service. We aim to dispatch all items ordered on STANDARD shipping within 2 to 4 working days via Royal Mail or Parcelforce.
*Excluding the Highlands of Scotland.
** Excludes orders containing balancer bags which incur a surcharge of £3 per bag.
PRIORITY (orders dispatched within 48 hours)
(Dispatch may take a little longer during Covid-19)
For faster delivery opt for PRIORITY service. PRIORITY orders will be prioritised over STANDARD orders, and are dispatched within two working days via Royal Mail 24/24 Recorded or Parcelforce. Prices start from just £2.99.
CURRENTLY UNAVAILABLE: SAMEDAY DISPATCH (orders dispatched same day – orders placed before 3pm only)
If you need your order urgently, you can opt for SAMEDAY DISPATCH. All SAMEDAY orders received before 3pm will be dispatched the same day (Monday to Friday, excluding bank holidays). Orders received after 3pm or over the weekend will be dispatched on the next working day. SAMEDAY orders will be dispatched via Royal Mail 1st Class, Royal Mail 1st Class Recorded or Parcelforce 24 hour. The courier service used depends on the total weight of products ordered. Prices start from just £4.25. Whilst your order is likely to reach you the next working day, we cannot guarantee this. For a guaranteed service, please see below.
CURRENTLY UNAVAILABLE: GUARANTEED NEXT DAY (guaranteed delivery by 1pm next working day; signature required – orders placed before 3pm only)
If your order is less than 10kg (including packaging) and is placed before 3pm, you may be given the option of GUARANTEED NEXT DAY delivery (Royal Mail Special Delivery). Prices for this option start at £5.99 (depending on weight). If your order is eligible for this service, the option will appear at checkout.
CURRENTLY UNAVAILABLE: SATURDAY GUARANTEED DELIVERY (signature required – orders placed before 3pm only)
SATURDAY GUARANTEED DELIVERY via Royal Mail Special Delivery is available for most orders under 10kg (including packaging) placed on a Friday before 3pm. Prices for this option start at £8.99 (depending on weight). If your order is eligible for this service, the option will appear at checkout.
Once your order leaves us, you will receive an email confirming the date and method of dispatch.
We do our best to ensure your parcel reaches you as soon as possible, and in the same condition it left us:
- Reliable - we use reputable couriers so that we can provide you with the best service available
- Affordable - we subsidise rising courier costs, giving you great service at an affordable price
- Careful - our team takes great care to package your order well.
Royal Mail (24, 48 & Recorded)
All orders dispatched via Royal Mail 24, 48 and Royal Mail Recorded are expected to reach their destination within 1 – 3 working days. Please note, 24 and 48 service refers to the order in which mail is prioritised, not the number of hours taken for delivery. Please allow up to 7 days from date of dispatch for delivery.
Parcelforce (24 and 48 hour service)
All orders dispatched via Parcelforce 24 or 48 hour service are expected to reach their destination within 24 or 48 working hours, depending on the service used (indicated in your dispatch confirmation email). On the rare occasion that your order does not reach you within the period indicated by Parcelforce, please contact us so that we may report this to them. Please note Saturday delivery is not available.
On the rare occasion that an order is delayed, we will always keep you informed and compensate any extra shipping costs if you have opted for SAMEDAY or GUARANTEED NEXT DAY service.
All products displayed on our website are subject to availability. If for any reason we cannot fulfil your order, we will contact you to offer an alternative product or a full refund.
Weekends and Bank/Public Holidays
Our opening hours are 8.00 – 18.00, Monday to Thursday, and 8.30 – 17.00 on Friday, excluding bank holidays. Any orders (whether STANDARD, PRIORITY or SAMEDAY) placed over the weekend or on bank holidays will be processed as normal the next working day.
Shipping to The Channel Islands, Highlands & Islands of Scotland, Northern Ireland and the Isle of Man.
We are happy to offer our STANDARD, PRIORITY and SAMEDAY services to customers in the Channel Islands, Highlands and Islands of Scotland, Northern Ireland and the Isle of Man. However, due to location, these orders may incur higher delivery rates than those outlined for mainland UK orders. Costs will vary depending on the weight and value of the order, but we do heavily subsidise these costs so that we can continue to offer you the best possible value for money. Please use our shipping and tax calculator on the ‘My Cart’ page of our website for an estimate of your shipping costs (or contact us).
We are happy to ship to BFPO addresses. When entering your delivery address, please select BFPO as the country. Delivery rates will be calculated based on the weight and value of the order. Please use our shipping and tax calculator on the ‘My Cart’ page of our website for an estimate of your delivery costs. Sadly, we are unable to offer our PRIORITY and SAMEDAY services to BFPO customers. However, all orders for dispatch to BFPO addresses are treated as a priority.
Tracking your order
To track your order, please click on the appropriate courier (listed below) and enter the tracking number provided in your dispatch confirmation email:
Please ensure that your delivery address and postcode are 100% accurate and that you include either a house number or name (or business name where applicable). Please also include a daytime contact number that will be displayed on the parcel. We cannot issue a replacement or refund for parcels lost due to an inaccurate address. In this case, you may be liable for an additional carriage charge.
Any orders dispatched via courier or recorded services will require a signature on delivery so please ensure that there will be someone available at that address. Orders can be delivered to work addresses, direct to the stables, or to a neighbour’s address (with their permission).
If you have a special shipping request (eg. leave in back porch), please contact us. Whilst we will always endeavour to meet your special requests, we cannot guarantee that the courier will follow instructions, as often this is against their company policy. However, drivers may leave the parcel if they feel it is safe to do so. If parcels are left as per your instructions, neither Supplement Solutions nor the courier company are liable for any loss or damage caused.
We cannot accept any liability for loss, damage or destruction of products after they have been delivered.
Damaged or missing items
Upon receipt of your order, please check all items and paperwork as soon as possible. In the unlikely event of a damaged or missing item, please contact us within 48 hours. Any issues regarding damaged or missing items reported after this period cannot be rectified.
Our team takes great care to package your order securely. However, once it leaves our warehouse, it is in the hands of the courier. 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 damaged by the courier, please contact us immediately. To receive a replacement or compensation, you will need to email or text us photos of the damaged items and packaging so that we are able to claim from our couriers. Please keep any damaged items in their original packaging, as the courier may need to inspect the parcel. Alternatively, we may arrange collection.
Please 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 your order is not delivered within the estimated timescale (courier dependent – please see above), 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. To receive a refund, you will need to return the product as it arrived; unopened and with adequate packaging. Upon receipt, 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.
BREXIT UPDATE: Please be aware, if you are ordering from an EU country you will now need to log in to your account to view the correct product prices for your area. Once logged in, with a valid EU-based address, tax will no longer be applied to your order.
Any tax due on the items you purchase will be dependent on which tax class the goods belong to in your country of residence. If local tax is due to be paid on your order, the forwarding delivery company will contact you prior to delivery.
We ship to the following destinations:
Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Ireland, Italy, Jersey, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine and United States.
Shipping charges will be calculated based on individual orders. Please use our shipping and tax calculator on the ‘My Cart’ page of our website for an estimate of shipping costs (or contact us). If the country you require is not listed please contact us.
Royal Mail (Airmail)
All orders dispatched via Royal Mail Airmail are expected to reach their destination within 5 – 12 working days. However, we ask you to allow up to 20 days from the date of dispatch. If you have not received your order within this time, please contact us. This option is only available for orders under £100 and under 1.6kg. Although this option is more economical, we encourage customers to opt for Parcelforce as this is a more reliable service.
All orders dispatched via Parcelforce Euro are expected to reach their destination within 2 – 7 working days of the date of dispatch. However, we ask that you allow up to 14 days. If you have not received your order within this time, please contact us.