FAQ

DELIVERY
ORDERS
RETURNS & REFUNDS
PAYMENTS, GIFT CARDS & PROMOTIONS

DELIVERY INFORMATION
HOW DO I TRACK MY ORDER?

DELIVERY INFORMATION

Orders are dispatched within 24 hours of the order placement.

DPD EXPRESS DELIVERY – CARBON NEUTRAL

Estimated delivery NEXT WORKING DAY (excl. Public Holidays)
Free DPD express delivery available for orders above £31
A signature is required for delivery
Contactless delivery available

NOT GOING TO BE HOME?

Your parcel can be delivered to a safe place
Have you parcel delivery to your local pick up point
Select an alternative delivery date
Have a neighbour to take your delivery

HOW DO I TRACK MY ORDER?

I HAVE A MUSCLE RESEARCH ACCOUNT

Log into your account and view the order status. If your order has been shipped you can view the tracking number by viewing the order information.

Tracking details can be seen under shipping details.

I DO NOT HAVE A MUSCLE RESEARCH ACCOUNT

As soon as your order has been shipped, you’ll receive a shipping confirmation email titled “Your order has been updated – SHIPPED”. You will then be able to track your order through the tracking link on the email displayed as TRACK PACKAGE.

If you do not receive an order confirmation or order update shipped email, please contact us.

I WANT TO CHANGE MY ORDER

We may be able to change your order if the order value of the existing order and the item(s) you want are the same value.

We may be able to change the product ordered if you contact us within 1 hour of your order being placed.

If they are of different values we will not be able to change your order and you will have to follow the returns process.

*IF YOU INPUT THE INCORRECT ADDRESS AT CHECKOUT, WE ARE NOT ACCOUNTABLE IF THE ORDER GOES MISSING. WE ARE NOT LIABLE TO REFUND/REPLACE THIS LOST OR MISSING ORDER.

YOU’VE SENT ME THE WRONG ITEM

In the unlikely event you receive the wrong order, please contact us using this form and let us know.

Once we receive information that you received the incorrect product(s) we will resolve this as quickly as possible.

*ALL CLAIMS FOR ORDERS ARRIVING WITHOUT THE CORRECT/MISSING ITEMS MUST BE MADE WITHIN 5 DAYS OF THE DELIVERY DATE.

RETURNS POLICY

WHAT IS YOUR RETURNS POLICY?

Products must be unopened and in the original packaging when shipped
Products must be returned within 30 days receiving your order
We offer refunds to the original payment method used to make the order
Exchanges are not part of the return policy
Gift card purchases will be returned to the same gift card or store credit
We only accept returns when products have been purchased from this website
Shipping Fees are non refundable
Free Products must be included in the return, otherwise we will deduct the retail price of the item from the refund amount
We will charge a 15% restocking fee for all refunds

HOW DO I RETURN MY ITEMS?

FOLLOW THESE STEPS TO RETURN YOUR ITEMS

Log in to your Account
Click on the order number # you’d like to return
Click on Return
Select which item(s) you are returning and why.
Select return action and add any comments
Click – Submit Return Request

Once we receive your return request we will forward shipping details on where to send the returned items. We advise using a tracked shipping service and keep proof of postage until we have fully processed your return or refund.

RECEIVED A DAMAGED ITEM?

We apologise you’ve received a damaged or defective item.

Please contact us here with the subject: ‘Damaged Item’ with the following information.

Your Full Name
Your Order Number
Provide images that show the damaged item(s)
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