FREQUENTLY ASKED QUESTIONS

 

MY ACCOUNT

How do I register?

You can register for a new account by clicking this link and filling out your details.

How do I change my account details?

First of all sign into your account using the sign in button at the top of the website. Now click My Account and from here you can view and change your name, email address, and saved addresses.

Are my personal details safe?

Yes, we use an SSL certificate on our website, provided by Thwate ® who an industry leading SSL certificate provider. You can find out more about what an SSL certificate is and what it means for you here - https://www.thawte.com/resources/getting-started/ssl-faq/

How do I unsubscribe?

If you wish to unsubscribe from our email database, you can find the unsubscribe button at the bottom of any email we have sent you. Alternatively you can also contact our customer service team who will be happy to help. If you want to delete your account and any information we may hold for you, then our customer service team will be able to help with this as well.

 

ORDERING

The item I ordered is out of stock, why is it on the website?

Although we do everything we can to ensure that all products displayed on the website are correct, there can sometimes be the off occasion where a slight delay can occur from website to stock system, resulting in the ability to order an item that is out of stock. If this does happen, a member of our customer service team will contact you with a suitable alternative or remove the item.

Can I place an order over the phone?

Yes, we do accept phone orders. You can do this by calling - +44 1482 610020.

Can I order to a different address?

Yes, you can order your parcel to arrive at a different address. Some addresses however may have an additional cost in the delivery fee, such as Jersey, Guernsey, Ireland and Isle of Man. This fee will be displayed at the end of the order process before submitting your payment.

How will I know when my order is dispatched?

You will receive an email confirming the dispatch. An email will be sent via DPD courier service which also includes details of what time to expect your delivery and what to do should you not be in.

I have received damaged/faulty goods, what do I do?

If you have received damaged of faulty goods then please contact our customer service team as soon as you can so they can investigate this for you and provide a suitable solution.

Can you send me some free samples?

Unfortunately, due to the high demand of free samples, we are no longer able to send these out for free. We do have samples available to purchase on our website, and we do tend to send some out in orders for free as well. If you cannot find the sample you are looking for on our website, then please contact our customer service team who will be able to confirm what samples we have available.

 

PAYMENTS & DISCOUNTS

How can I pay for my order?

You can pay for your order using either Visa debit, Visa credit, Visa Electron, Solo, Mastercard, Maestro or PayPal.

How do I use a discount code?

You can use your discount code when at the checkout stage of your order. There will be a section that says apply discount code and an apply button. Once added you will see the discount in the summary box below where you entered the code.

My discount code isn’t working, what can I do?

If your discount code is not working please first check that you have the correct spelling of the discount code. Check that there is not a trailing space after the code as well, as this can cause problems. Discount codes will also not work on any bundles, as these already have great savings. If you have checked these and you’re still having problems, then please contact our customer service team for further support.

Will I be charged VAT?

A majority of our products will have VAT included, but some products such as our Diet Whey Lean MRP products are excluded from VAT and therefore you will not be charged the VAT for this. No VAT is added on top of the price you originally see.

 

DELIVERY

What do I do if I have not received my order?

If you have received your dispatch confirmation email with delivery information and still not received your order when expected, then please contact our customer service team who will look into this for you.

How long will it take for my order to be delivered?

Deliveries within the UK take 1-3 working days to arrive. Deliveries outside of the UK can take 2-5 working days to arrive.

What happens if I am not home to accept my delivery?

You will receive an email from DPD which has some self-serve options so you can notify the courier that you will not be in, they can either change the delivery date, or leave it with a neighbour, or in a safe place. If you do not select an option, DPD will either leave the parcel in a safe place, or return the parcel to their depot and reattempt delivery the next day.

Do you deliver outside of the UK?

We do not currently offer deliveries outside of the UK apart from, Southern Ireland, Isle of Man, Jersey and Guernsey.

Can I change my delivery address?

If you need to change your address after you have placed your order there are sometimes opportunities to do this. If you have not received your dispatch email yet, please contact our customer service team and they will see if they can change the address before it is shipped. If you have received your dispatch email, then details within the email from DPD will confirm your change options.

Do you deliver to BFPO addresses?

We do not currently delivery to BFPO addresses, however we are looking into this and will hopefully have this option available soon.

 

RETURNS & REFUNDS

What is your returns policy?

You can find details of our returns policy by clicking this link.

How do I return an item?

If you need to return an item, please contact our customer service team who will be able to assist with the return.

When will I receive my refund?

If a refund has been issued, it can take 3-5 working days for your bank to process the refund. For further information on bank clearance timescales, please contact your bank.

I have opened my product and I don’t like it, can I return it?

Unfortunately, we are unable to accept returned products that have been opened or used.

 

WEBSITE

Where can I find your terms and conditions?

You can find details of our latest terms and conditions policy here.

What is your privacy policy?

You can find details of our latest privacy policy here.

Do you have an affiliate programme?

Yes, we do have an affiliate programme. You can find details of the programme here.

How do your loyalty points work?

You can earn points from purchasing products on our website, which you can then exchange for other products or use to reduce the cost of your order total. You can find more details on our loyalty points scheme here.

 

PRODUCT ADVICE

Are our products GMO free?

Yes, all PhD products are GMO free.

Is any alcohol used in any of the products?

No, we do not use any alcohol in our products or in the manufacturing process of our products.

Are your product Halal?

Yes, all PhD products are halal certified. A copy of our certification can be seen upon request.

What is the source of your BCAAs?

Our BCAA’s are a mixture of animal and plant derived.

What type of gelatine do you use?

All collagen/gelatine used in PhD products is bovine derived and Halal. We do not use pork derived ingredients in any PhD products.

Are your products suitable for vegetarian/vegans?

We do have a variety of different products that are suitable for both vegetarians and vegans. You can identify which product is suitable with the identifiable markers in each product.

Can I use your products whilst pregnant/breastfeeding?

We would always recommend consulting with your GP, or Midwife before taking any supplements. If your GP or Midwife requires further information about certain ingredients that we use, please contact our customer service team who will be happy to help.

I have taken VMX/Perform and I am getting a tingling/burning sensation in my face and arms, is this normal?

This can be a common side effect of the beta-alanine that is used in the product. The strength of the sensation can vary between people, depending on your level of sensitivity to beta-alanine. If you do feel that you are having a severe reaction to beta-alanine, we would recommend to stop using the product and consult your GP.

 
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