FAQ - Frequently Asked Questions about ordering from Fit Shop Supplements

Q. Is it secure to order online? Will people see my card details?

A. It is completely safe to order online from Fit Shop Supplements. We actually use the safest method of taking payments possible. Once you"ve picked your products and entered your details you are passed onto protx"s secure server page to enter payment details. These details are immediately encrypted and processed. At no point are your details viewed by any of our staff or any third parties.This is unlike many other sites where your card details are saved onto the company"s server to be run manually through a card machine - which creates problems such as entrusting employees with card details, leaving printed copies of the details where they may be stolen or viewed. We have none of these issues. Protx are a specialized internet card transaction processor and handle the payments for thousands of website and work directly with the card issuing banks. You can visit them at www.sagepay.co.uk.

Q. Are my address details kept private?

A. We do not share with or sell details to any other companies - we keep your information strictly private. If you choose the option to receive our news letter which informs you of news and offers you will receive our e-newsletters and possibly free newsletters/catalogues in the post but you can un-subscribe from these at any time.

Q. How long will my order take to be arrive?

A. You should receive your order within 48 Hours. We aim to dispatch orders placed by 2.30pm the same working day (Monday to Friday). Please note that deliveries are not made on Saturday, Sunday or Bank Holidays. The only exception to this usually is if an item is out of stock - in which case we will notify you by email and offer you a refund, exchange or give you the option of waiting for the order.

Q. What time of day will my order arrive?

A. We specifically have chosen DHL lifestyle service for all items over 600grams as we understand that our customers are often away from home in the day-time and with the DHL lifestyle service they will deliver up until 9pm. Delivery attempts will be made between 9am and 9pm. All items under 600grams will be sent via Royal Mail Recorded Delivery and generally will be delivered on an AM basis but this isn.t guaranteed..

Q. Will someone need to be home to take receipt of the delivery?

A. Orders do need to be signed for so we advise to ensure the delivery address is one where someone will be home between 9am and 5pm. Established customers can choose to have their delivery left with neighbours or in a safe part of the house (e.g. porch) if it.s not possible to have anyone home to sign for it. We can deliver orders to your place of work or to an address other than your own. Please just make sure that you enter your own address as the billing address and the destination as the shipping address.

Q. What if my order is out of stock?

A. We are fortunate to have a very good network of suppliers so usually if we are out of stock it takes no more than 2 working days maximum to re-order the stock in. No company can ensure to never be out of stock of anything but we can ensure that we are very quickly restocked when we need to be. We do also notify you right away if the item or items are out of stock.

Q. Is my order insured?

A. Yes, your order is completely insured from the moment it leaves our warehouse. In the unlikely event that your parcel is lost or damaged by our couriers we would send a replacement at no extra cost to yourself.

Q. Can I track my order?

A. Yes.. This can be done by emailing us for the tracking number and then entering it into www.DHL.com

Q. If there is a delay with receiving my order what do I do?

A. If you have not received your order within the expected time then please do not hesitate to let us know. If you've not been notified by us of a delay due to the product(s) being out of stock then it can only be a problem with the courier. Most often the cause will be that no one has been at home when the driver has tried to deliver and a card has been left through your letter box and the courier is waiting for a response.

We don.t get many delivery problems as our couriers DHL are the very best in the business - but on the rare occasion we do have a problem we can sort it out very quickly so long as you let us know about it. The sooner you let us know, the sooner we can fix it. Just send us an email and we will be on the case right away.

Q. Do you have a store I can walk in and purchase my order in person from?

A. Yes, our store is open to the public 9.00am to 9.00pm Monday to Friday. Prices are exactly the same as on the website, but obviously you don.t pay for shipping and we do sometimes have exclusive in-store clearance offers.

Q. What should I do if I'm unhappy with the service?

A. We welcome all feedback as we're determined to be the best in our industry for customer service. We will take any criticism on board and really appreciate your input. You can do this by clicking here.customerservices@fitshopsupplements.co.uk

Q. What should I do if I'm happy with the service?

Q. What if I have a question not answered here?

A. Please send us an email and we will answer any questions..