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Frequently Asked Questions

Shipping FAQ


What UK shipping services do you offer?

All domestic UK orders are sent via EXPRESS or PRIORITY MAIL shipping with fully tracked service.

How Long will it take to receive my order in UK?

On average your package will be delivered within three to four (3 – 4) business days of ordering unless you choose Express Saver it will be delivered in 5 - 7 business days. 

*Next day orders placed after 12:00 noon (GMT) on Friday will not be processed until the following Monday. No Saturday Delivery. 

Do you offer Free Shipping for UK?

Yes! All UK orders over £199 will receive FREE Express Saver shipping.

 

I am a customer from one of the EU member state. What shipping options are available for me?

For all EU customers we have 4 options:

Service Type

Delivery time

Tracking

Economy Shipping

7 – 10 business days

 Fully trackable

Express Saver Shipping

6 - 7 business days

 Fully trackable

Express Shipping

2 – 3 business days

 Fully trackable

Priority Shipping

1 – 2 business days

 Fully trackable

 

 

I am a non EU & International customer. What shipping options are available for me?

 Please see below table to our most popular destinations:

Region/Country Express Saver Express Priority Tracking

USA, Canada,

Mexico & Ukraine

6 - 7 business days

2 - 3 business days

1 - 2 business days

Fully Trackable including Customs

Turkey, Iceland,

Switzerland & Israel

6 - 7 business days

2 - 3 business days

1 - 2 business days

Fully Trackable including Customs

Hong Kong, India, Japan, UAE

Malaysia, Singapore, Australia

7 - 9 business days

3 - 5 business days

1 - 4 business days

Fully Trackable including Customs

Saudi Arabia, Qatar, Oman

New Zealand & South Africa

7 - 9 business days

3 - 5 business days

1 - 4 business days

Fully Trackable including Customs

Rest of the World

7 - 10 business days

3 - 6 business days

1 - 5 business days

Fully Trackable including Customs

 

 

 

 

   

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Do you ship to PO Box addresses?

Shipments to PO boxes are usually not deliverable. However, if you are unable to provide a physical address then please email or call us before placing the order to check if there are any options available at that point. – otherwise you must use a physical address. 

How long does it take to ship my order?

All orders are shipped from our warehouses in London and Birmingham, UK. Most orders will ship out within one to two (1-2) business days of ordering, unless you choose Express Saver shipping where it will ship within 4-5 business days. You should add the ship time to the processing days.

We do not ship Saturdays, Sundays or holidays. Once we have finished preparing your order, you will receive an e-mail informing that the order has now been shipped which will include tracking information.

Note: Orders placed during weekends, special promotions, Christmas season and holidays may take additional processing time due to increased order volume. Please allow 1-2 extra days for order processing. 

What if I am not home when my package arrives?

For all orders sent, the driver will always leave a card so that you can re-arrange a more convenient delivery time. 

Fantastic service

"I never review anything but this website surprise me. Prices were right, I have never received by mail something so fast

and also a free gift and then they sent me more free samples, then I received an email talking

about the products that I bought and recommending articles. This web site is a 5 stars one."

Mary Ann - NYC, United States

 

International Shipping Information

Below you'll find answers to questions you may have about international shipping. If your question is not answered here, please email us or call our international phone number +44 33 33 445 755 Mon – Fri between 9am – 6pm GMT.

  • For your convenience and savings here at MusclePetrol.com we charge shipping by weight of the total package to your destination and not per item basis; that means the more you buy the less you pay on shipping charges.

  • Although we ship to most countries, there are few we don’t, please contact us if you get an error message in your cart whilst estimating shipping for your country. 

  • Ice packs cannot ship internationally; if your shipping destination is in a generally warm climate or you’re ordering during a warm season, please keep in mind the heat sensitive nature of chocolate or similar items. As we cannot unfortunately protect it with ice packs for international orders, the customer does assume responsibility for melted product. Thanks again for understanding, and please consider this when ordering products like chocolate bars, butters and similar!

How to Calculate Shipping Costs

Getting an international shipping quote is easy. Simply add the products that you'd like to purchase to your shopping cart and click the 'Add Info' link; now key in your Country details and hit the estimate shipping tab to get an instant quote. Please see the below screen shot:

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If you have any issues and can't get a shipping quote for your location please email us or call our international number on +44 33 33 445 755 Mon – Fri between 9am – 6pm GMT and we will help you.

Customs, Duties & Taxes

Sometimes packages may be stopped and inspected by Custom officials at the border of your country. In our experience these inspections are quick and easy, but in some cases it may cause a delay in your package arriving. Usually these delays will be shown in your tracking information.

If customs decides that your package cannot enter your country, it will be returned to us. In this case, you will be issued a full refund of the product minus shipping as soon as we receive the package back. Unfortunately if your package is seized and destroyed (this is rare if you choose Express or Priority shipping) we are not able to offer any refund. - Tip: To avoid this we suggest you always check your country laws before placing the order if in doubt.

If you believe your package has been refused entry into your country please contact us immediately via email or call us. We'll do what we can to help expedite getting the package returned to us and issue refund.

It's also important to understand that you may be charged duties & taxes by your government at the time of receiving the package (although based on our experience this is rare). The duties & taxes laws vary greatly from country to country, we advise you check the laws in your country if not sure.

If you refuse to pay the duties & tax charges when accepting the package it will be sent back to us and we'll refund you the full amount minus shipping and return shipping costs.

My package hasn't arrived, what do I do?

First, relax. Whilst international shipping typically takes just a week or two max depending on the carrier, we have had rare experiences where it has taken up to 3-5 weeks for a package to arrive. Whilst the reason for such a delay isn't always clear, it is more than likely due to a package being held in Customs waiting for inspection or awaiting and verifying further documents requested from you. – this can be always tracked on the carrier website where you can see up to the minute and point-to-point tracking and ascertain the whereabouts of your package.

Please wait at-least 3 weeks before contacting us to allow your package enough time to arrive. If after 3 weeks the carrier still has not delivered your package and it is neither showing up with the customs, please contact us and we will try to ascertain the location and whereabouts of your package.

Ultimately, we always put our customers first, if your package still has not arrived after 5 weeks, we will issue you a full refund, including the shipping costs or resend your order FREE of cost.

Will you put a low amount on my invoice to avoid duties & taxes?

Whilst we love pleasing our customers, this is simply one request that we cannot accommodate no matter what the circumstances might be. We always state the full pound value in GBP of any and all merchandise being shipped to a customer as we are required to do so by law. 

Do you fraud check international orders?

Absolutely. Whilst we have proprietary technology and methods on how we check orders for fraud, we will say that we start by checking the following pieces of information:

  • IP address
  • Credit card details
  • Billing address
  • Shipment address

We usually look for the billing address to match the shipping address. In some cases, we may first contact the customer before shipping out their package to them to verify their identity or may request to fax or email their credit card documentation after your order is placed.

Please understand that this is only requested as an added security measure to insure your credit card security. You will only be asked to provide this information on your initial order.

We ultimately reserve the right to decline sending any package to any customer that we believe to be acting fraudulently.

 

Note:

  • All shipments are FOB MusclePetrol.com
  • Buyers are responsible for any applicable customs duties and taxes along with ensuring that the items they are ordering are lawfully permitted to import into their respective countries.
  • Muscle Petrol.com will not be liable for any refunds resulting confiscation of the products in the buyers country.

 

 

 

 

Ordering & Payment FAQ


What happens if an item is out of stock?

Don’t fret! Our inventory is generally restocked almost every day as we receive constant deliveries from our suppliers here in UK. Keep checking back on our website for updated numbers! 

Can I be alerted when my desired item becomes available?

Yes! If you see that the item you would like to purchase is currently out of stock an email field will show up on the page. Simply fill in your email address and click "Notify Me." We will send you an email as soon as we get more stock in our warehouse! 

What are my payment options?

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  • Credit & Debit Cards - All major cards including Visa, MasterCard, American Express

Please note to make payment using your credit or debit card, select PayPal option and then click "Check Out as a Guest" option on Paypal website. - for more detailed instructions please see our Payment Options page.

  • PayPal
  • Amazon Pay - Simply log in with your Amazon account details and complete the payment - COMING SOON
  • ApplePay
  • Bank Wire Transfer
  • Money Transfers via MoneyGram and Western Union 

Please note - we accept Money Transfers in to our bank account only hence ensure that whilst sending the transfer via MoneyGram or Western Union, the BANK ACCOUNT DEPOSIT option; under "Options for Receiver to Collect Funds" is selected.

Unfortunately at this time we are not accepting any other forms of payment including cash or check. If you have any trouble using your card or sending money transfers, then please contact our Customer Service. Our business hours are Mon-Fri 9AM-6PM GMT. 

Is Your Website Safe & Secure?

MusclePetrol.com is a 100% safe and secure place to do business. We take the security of our customers and users extremely seriously and go above and beyond to maintain the highest security levels.

MusclePetrol.com is secured with 256BIT SSL ENCRYPTION

All transactions take place over an SSL 256bit encryption server connection. Once you are taken to the payment information page of our shopping cart, you will notice the lock or key in the address bar of your browser, indicating the transaction is being done over a secure server.

MusclePetrol.com holds a GeoTrust® SSL security certificate, company that provides the highest level of authentication available among SSL certificates. 

What is the status of my order?

Awaiting Fulfillment: Yay! Your order was successfully placed! Thank you! You will receive a confirmation email with a copy of your invoice.

Pending: Your order is in our warehouse and waiting to be filled. Fulfillment time is typically between one to two (1-2) business days once in the “Pending” status.

Shipped: Your order has been shipped and will be on your doorstep very soon! All orders shipped will receive emails with tracking information and relevant tracking website link. 

Can I place my order over the phone?

Don’t want to mess with computers? Or maybe you just want to talk to a friendly member of the MusclePetrol.com team while you place your order? We’re here to help you along and place your order manually for you! Give us a call on +44 33 33 445 755. Our business hours are Mon-Fri 9AM-6PM GMT. 

Can I change or cancel my order?

Oops! Accidentally order the wrong size/flavour/item? Or maybe a little bit of buyer’s remorse? Email or call us straight away whilst your order is still in the “Awaiting Fulfillment” or “Pending” stages. We’ll do what we can to help you!

 

 

Returns FAQ


What is your refund/return/exchange policy?

We have the best quality products and the most amazing customer service and want you to be 100% satisfied and successful.  We stand behind our products and are here to support you on your new path of bodybuilding and fitness regime and that’s why we offer 30 Day money back hassle free returns. No questions asked returns policy.  

Any unopened or unused product can be returned for a full refund or store credit minus shipping within 30 days of purchase.    

Returns Procedure 

Return to Refund in 4 easy steps:

Step 1: Place Return Request – upon successful return request submitted, you will receive a RETURN REQUEST CONFIRMATION email with the return request details.

Follow the below steps to access return request page.

      • Login into your account,
      • View the order using the "Complete Orders" link under the My Account menu
      • Click the Return Item(s) button.

Step 2: Discuss Return Request – upon successful discussion with you via phone or e-mail, you will receive a confirmation email with your return request status now AUTHORISED.

Step 3: Receive Return Shipping Labels – upon successful authorisation from customer service department, you will receive pre-paid return shipping labels by email, all you have to do is just securely pack the products and call the courier to pick up from you.

Step 4: Get Refund – upon successful receipt of the safe arrival of your packet, you will be issued full refund of the product minus the *shipping costs as applicable within 48 hours.

*Now you can get back your return shipping costs from PayPal, simply click the below PayPal banner to find out how.

 

 

Order Problems FAQ

What should I do if I received a damaged package?

Whilst it is extremely rare that our world class couriers would deliver a package that is damaged, however mistakes can happen. And when they do, we’ll take care of you. Just contact our customer service experts and we will resend you another package immediately - free of cost!

Please remember to still keep the original package that you received damaged. We will send the designated courier back to your location to retrieve the damaged package (again, free of cost) and return it back to our warehouse so that we can send you a new one.

What should I do if I received an incorrect order?

Oh no! Don’t worry; we will take care of you. With every package we ship we include an invoice and packing list containing a summary of your order and the contents of your package. Check the invoice to make sure you actually ordered the products you intended to order. Once you confirm that the invoice does not match the contents of the box, please contact us and let us know!

We have an extensive inventory computer system with a series of checks and balances and barcode scanning systems, but at the end of the day, human errors can still occur. Mistakes are rare, but when they do happen we’ll make sure to quickly ship out the products you’re missing immediately! This is of absolutely no charge to you, of course.

Why is my Order Status still showing as pending after 2 days?

Our warehouse processes orders Monday through Friday up until 12 PM GMT. Keep in mind, if you placed an order at 2 PM on a Friday, it will not be processed until that following Monday.

With that being said, if your order has been pending for processing for more than 2 days and your order was not placed before the weekend or a holiday, please contact us. Whilst we make every attempt to contact a customer to notify them as to why their order is delayed, sometimes we are unable to get in touch.

A few reasons an order may be delayed:

Further information is needed – Sometimes, a customer provides a shipping address that is incorrect (usually due to a typo) and we need the correct street address, city, etc.
Security reasons – When a customer provides a billing address that does not match the card provided at checkout, we like to contact them and simply find out why that might be the case.
Out of stock - A customer should only be able to purchase items physically located in our warehouse. In extremely rare occasions our warehouse inventory may be incorrect due to a variety of reasons, most commonly a box or pallet that was incorrectly labeled. While these instances are extremely rare, they do happen and when they do we let the customer know.
Please note: a very small percentage (we'll say under 0.5%) of our orders are sometimes delayed. But rest assured, if yours does, you will be contacted asap to quickly resolve the issue and get you your supplements!

What should I do if I placed an incorrect order or changed my mind just after placing the order?

Please contact us immediately as we process orders very quickly, sometimes within minutes of them being received, and cannot guarantee that we will be able to cancel your order once it is processed. Your best chance of cancelling an order is by immediately shooting us an email and notifying us of your desire to do so.

 

GIFT VOUCHERS/CERTIFICATES FAQ

Do you have Gift Vouchers/Certificates?

Yes we do! Forget the hassle and shipping charges! It’s the perfect gift for your friends & family when you are not 100% sure of what your loved one would want.

What is a MusclePetrol.com Gift Voucher?

The MusclePetrol.com Gift certificate or voucher is available in £10, £20 and £50 denominations and enables you to give a gift when you don’t know what to buy. Gift Vouchers are issued via email using an electronic voucher code which can then be redeemed in the Checkout to buy any product on MusclePetrol.com.

How do I order a Gift Voucher?

You can add the gift voucher to your shopping cart like any other product by selecting the ‘Add to Cart’ button found on the ‘Buy Now’ tab. Then continue to checkout to complete your order. If you want to purchase more than one Gift Voucher you can increase the item quantity on the basket page or go back to the relevant Gift Voucher product page and add more items to your basket. You can also buy other products at the same time as placing your order for Gift Voucher(s). Gift Vouchers are valued and issued in GBP Pounds. Discount codes cannot be used when purchasing a Gift Voucher. You can purchase them HERE!

How will I receive a Gift Voucher?

Once your order has been processed and we have taken payment, you will be emailed the electronic Gift Voucher code to the email address where your order confirmation email is also sent. You will not receive anything in the post for Gift Vouchers that you order.

How do I give the Gift Voucher to the recipient?

Once you have received the electronic Gift Voucher code you can then forward on this email to the gift recipient, or you can print out the voucher and give it to them. Gift Vouchers are valid for 12 months from the date of purchase.

I am the recipient of a Gift Voucher, how do I redeem it?

Gift Vouchers can be used to purchase any product on www.MusclePetrol.com. Select the item(s) you wish to order and add them to your basket. To apply your Gift Voucher, enter the electronic voucher code you received in the ‘Discount Code’ box and click the ‘Add’ button. This will then apply the voucher to your order. Then proceed to the Checkout as normal.

Are there any restrictions?

  • You can only use one voucher per order and no change will be issued if the full value of the voucher is not used in the order.
  • Gift Vouchers are valid for 12 months from the date of purchase so make sure you remember to redeem your Gift Voucher in time.
  • Gift Vouchers can only be used on MusclePetrol.com.
  • Gift Vouchers are valued and issued in GBP Pounds.
  • You cannot use your Gift Voucher in conjunction with any other discount code.

I have paid for an order using a Gift Voucher. What happens if I want to return my order?

For orders which are refunded, the refund will be issued via the same payment method as used to pay for the order. Therefore if you have paid, or part-paid, for an order using a Muscle Petrol Gift Voucher; any refund will also be issued in Gift Vouchers to the same value.

I have lost a Gift Voucher. What do I do?

If you are the recipient of a MusclePetrol.com Gift Voucher, please ask the purchaser if they still have details of your Voucher Code. If not, please ask the purchaser to contact us so that the Gift Voucher can be reissued. We can only reissue gift vouchers which have not been redeemed. For the avoidance of doubt, the original gift voucher will be void if we issue a replacement. The original expiry date will still apply.

What is the Risk and Loss policy on Gift Vouchers?

The risk of loss and title for a Gift Voucher shall pass to the purchaser upon our electronic transmission of the Gift Voucher to the purchaser or designated recipient, whichever is applicable. We are not responsible if any Gift Voucher is lost, stolen, destroyed or used without your permission.

Can I return my Gift Voucher?

Unfortunately Gift Vouchers cannot be returned or refunded, except in accordance with your statutory rights. The value of the gift voucher cannot be converted back to cash.

 

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