Shipping Policy

Last updated: November 2025

At Muscle Supply, we're committed to getting your supplements and fitness products to you quickly, safely, and securely. This Shipping Policy explains how we handle shipping, delivery, and related issues.

Please note: This policy applies only to purchases made directly through www.musclesupply.co.uk. Orders placed through third-party marketplaces (such as TikTok Shop, Amazon, or eBay) must follow those platforms’ shipping and dispute policies.

1. Shipping Locations

We currently ship to all addresses within the United Kingdom, including:

• England, Scotland, Wales, and Northern Ireland
• Residential and business addresses
• BFPO (British Forces Post Office) addresses
• PO Boxes (where supported by carrier)

2. Processing Times

• Same-Day Dispatch: Orders placed before 2PM (Monday–Friday) are dispatched the same day. Orders placed after 2PM will be processed the next business day.
• Processing Window: During peak periods (e.g., Christmas or Black Friday), dispatch may take 1–2 business days.
• Pre-Orders: Products marked as pre-order will ship on or after the estimated availability date shown on the product page.
• Business Days: Monday–Friday, excluding UK public holidays.

Same-day dispatch is our goal but not guaranteed during busy periods or due to stock fluctuations.

3. UK Delivery Options

Standard Delivery

• Delivery Time: 2–4 business days
• Cost: £3.95 (or as displayed at checkout)
• Tracking: Basic tracking provided
• Cut-off: Orders placed before 2PM on business day
• Free on orders over £40

Express Delivery

• Delivery Time: 1–3 business days
• Cost: £4.95 (or as displayed at checkout)
• Tracking: Full tracking and signature on delivery
• Cut-off: Orders placed before 2PM on business day
  

Note: Delivery times are estimates based on working days from dispatch. Delays caused by third-party carriers, weather conditions, strikes, or other events beyond our reasonable control are not the responsibility of the seller.

4. Order Tracking

Once dispatched, you will receive a confirmation email containing:

• Your tracking number
• A tracking link
• Estimated delivery date

You can track your order using the link provided, by logging into your Muscle Supply account, or directly on the courier’s website.

5. Delivery Carriers

We primarily use trusted UK couriers, including:

• Royal Mail

• DPD / DPD Local

• Parcelforce

Occasionally, another reputable carrier may be used where necessary. Full delivery details, including the carrier, will be provided in your dispatch confirmation email.

6. Delivery Confirmation, Safe Place & Doorstep Deliveries

Once your parcel has been delivered to the address provided and confirmed by the courier (including via GPS, barcode scan, or photo proof), the order is considered successfully delivered. At this point, ownership and risk transfer to you.

Safe Place Deliveries

If you request delivery to a “safe place” (e.g., porch, shed, neighbour, etc.) via the courier or checkout notes, you accept full responsibility once the parcel is marked as delivered to that location. We are not liable for loss, theft, or damage after confirmed delivery to a designated safe place.

Doorstep Deliveries

Some couriers may leave parcels at your doorstep if you are unavailable and it is deemed safe to do so. When this happens, GPS or photo evidence will serve as proof of delivery. Responsibility for the goods passes to you once confirmed delivered.

If you do not want your parcel left unattended, please select a delivery method that requires a signature or provide alternative delivery instructions before dispatch.

7. Failed Deliveries

If the courier cannot deliver your order, they will usually:

• Leave a delivery card with collection or redelivery instructions
• Attempt redelivery on the next working day
• Hold your parcel at a local depot or parcel shop for a limited time

Uncollected parcels will be returned to us and treated as undeliverable (see section 10).

8. Incorrect or Incomplete Addresses

Please ensure your delivery address is complete and accurate before confirming your order. If your parcel is returned due to an incorrect or incomplete address, you will be responsible for any redelivery fees or restocking charges.

If you need to update your address, contact us immediately at shipping@musclesupply.co.uk. Address changes can only be made before dispatch and cannot be guaranteed once shipped.

9. Lost or Missing Deliveries

If tracking shows “delivered” but your parcel is missing:

• Check with neighbours, household members, and any designated safe places
• Look for an attempted delivery card or delivery photo
• Contact us within 48 hours at shipping@musclesupply.co.uk

We’ll open a carrier investigation (which can take up to 7 business days). Replacements or refunds will only be issued once the courier confirms the parcel as lost.

10. Damaged Deliveries

If your parcel arrives damaged:

• Take clear photos of the damage (both packaging and product)
• Email shipping@musclesupply.co.uk within 48 hours
• Include your order number and photos

We will replace or refund items confirmed damaged in transit. Minor external packaging damage that does not affect product integrity is not considered a fault.

11. Undeliverable or Refused Orders

Orders returned to us as undeliverable or refused at delivery will be refunded minus the original shipping fee and a £5.99 restocking fee per parcel. If you’d like your order resent, you will need to pay for shipping again.

12. Packaging & Sustainability

• All items are securely sealed and packed using protective materials
• Fragile items receive extra cushioning
• Discreet packaging is used (no external branding indicating contents)
• We use recyclable and eco-friendly materials wherever possible

13. Split Shipments

Your order may arrive in multiple parcels if:

• Items are stored in separate warehouses
• Some products are on pre-order or backorder

Each parcel will have its own tracking link. You won’t be charged extra shipping fees for split deliveries. Each shipment is treated as a separate sale; any issue with one doesn’t affect the others.

14. Shipping Restrictions

• Age Verification: Certain products may require proof of age (18+) on delivery. If age verification fails, the parcel will be returned and refunded minus shipping and restocking fees.
• Signature on Delivery: High-value orders (typically over £100) may require a signature for security reasons.

15. Transfer of Risk

Once your order has been delivered and confirmed by the courier (including to a safe place or doorstep), ownership and responsibility transfer to you. We are not liable for parcels lost or stolen after confirmed delivery.

16. Force Majeure

We are not responsible for any delay or failure in delivery caused by events beyond our control, including extreme weather, strikes, courier issues, pandemics, or government restrictions.

17. Shipping Fees

Shipping costs are non-refundable unless the return is due to our error or a faulty product. Refunds for delayed or lost parcels are subject to courier investigation and confirmation.

18. Abuse & Fraud Prevention

We monitor all delivery claims. Excessive or fraudulent “not received” or “damaged parcel” claims may result in restricted ordering privileges or account suspension.

19. Holidays and Non-Business Days

We do not process or dispatch orders on weekends or UK Bank Holidays. Orders placed during these times will be processed on the next working day.

20. Contact Us

Email (shipping): shipping@musclesupply.co.uk
Customer Support: support@musclesupply.co.uk
Response Time: We aim to reply within 24 hours during business days.

21. Updates to This Policy

We may update this Shipping Policy at any time. Any revisions will appear on this page with a new “Last updated” date. Major changes will be communicated to customers by email where appropriate.

Need to return an item? See our Refund & Returns Policy for full details.