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Delivery Information

How long does it take to process and ship an order?

Orders are typically processed within 1 to 2 business days, excluding weekends and holidays. You will receive a notification with your tracking number once your order has shipped.

What shipping methods are available?

We use Royal Mail, DPD, DHL, and Spring GDS for shipping. The choice of the carrier depends on the item's weight, contents and destination

How long does it take for UK deliveries to arrive?

UK transit times vary depending on the service chosen and environmental factors, but typically range from 1 to 5 days (Monday - Saturday).

What should I do if my order hasn't arrived within the estimated delivery timeframe?

If your order hasn't arrived within the estimated timeframe, please contact us for assistance. We will investigate and provide support to ensure your order reaches you.

Can I change my shipping address after placing an order?

Unfortunately, once an order has been processed (When you receive a tracking number by email), we cannot modify the shipping address. Please double-check your delivery details during checkout to avoid complications.

I can't find my tracking number. Where can I locate it?

You can find your tracking number in the email notification we sent when your order shipped.

International Shipping

Which postal services handle international deliveries to specific countries?

We partner with various postal services for international deliveries, including Royal Mail (UK), Australia Post (AU), Canada Post (CA), La Poste (FR), Deutsche Post (DE), USPS (US), Emirates Post (AE), Japan Post (JP) and Saudi Post (SA).

How long does it take for international orders to clear customs?

The duration for customs clearance varies by country and can be affected by various factors. We recommend monitoring your tracking information for updates on the customs process.

How are international shipping charges calculated?

International shipping charges are weight-based and will be calculated during the checkout process. You can use our shipping calculator on the basket page before proceeding to checkout.

What happens if my order is subject to import duties and taxes in my country?

Import duties and taxes are the responsibility of the customer and may be incurred when your shipment reaches your destination country. We are not responsible for these charges.

How can I track the status of my international order?

You will receive an email notification with a tracking number when your order ships. You can use this tracking number to check the status of your order. Please allow 48 hours for tracking information to become available.

Are there any additional charges besides shipping fees for international orders?

Your order may be subject to import duties and taxes in your destination country, which are your responsibility as the customer. These charges are not included in the shipping fees.

Returns and Refunds

What is your return policy?

We offer a 7-day return policy. To be eligible, the item must be unopened, unused, with tags, seals, and in its original packaging.

How can I initiate a return?

You can start a return from your dedicated account page for UK customers. For international returns, please email us at with your name and order reference and reason for return. Please include as much information as possible in this request to allow us to best assist you.

How are refunds processed, and how long does it take?

Refunds are processed via the original payment method. It may take up to 10 business days for the refunded amount to appear in your account, depending on your bank or card issuer but these usually appear within 3-5 working days worldwide.

What if I received the wrong item or items are missing from my order?

If you received the wrong item or items are missing, please follow our step-by-step instructions and contact us with images and details. We will work to rectify the situation promptly.

Can I return opened or used items for a refund?

To be eligible for a refund, items must be unopened, unused, with tags and seals, and in their original packaging. Unfortunately, opened or used items cannot be returned for a refund.

I received a damaged product. What should I do?

If you received a damaged product, please contact us at with your name, order number, and photos of the damaged item and its packaging. We will assist you in resolving the issue promptly.


What are your company's credentials?

My Supplement Shop is a leading online retailer for vitamins and sports supplement products. Our company number is 14831454, and our registered premises are located at Netherfield Drive, Sapcote, Leicester, LE9 4NG. Our Managing Director is Mr. Chris Price.

What is your company's mission or philosophy?

We are committed to providing high-quality vitamins and sports supplement products while ensuring customer satisfaction. Our mission is to help our customers achieve their health and fitness goals.

Do you have a physical store location where I can shop in person?

My Supplement Shop primarily operates online, and we do not have physical store locations for in-person shopping.

Are your products brand new?

Yes, all of our products are bought brand new directly from the Approved UK Distributor and/or Manufacturer.

Are your products genuine?

Absolutely, all of our products are guaranteed to be genuine.

What payment methods do you accept?

We accept payment from all major debit and credit cards, as well as payments made through PayPal.

Why am I receiving shipping notifications from ONLINE SUPERSTORE?

In order to secure the best possible shipping services, we share our shipment fulfillment with a handful of other e-commerce companies. You'll therefore get delivery updates/notifications from 'ONLINE SUPERSTORE'.

I still need help!

We're sorry to hear that. You can send us an email at Please include your order number and any other relevant information, and we will aim to get back to you within 1-2 working days.

How do you handle customer feedback and reviews?

We value customer feedback and encourage our customers to leave reviews. Your feedback helps us improve our products and services. You can leave a review on our website or contact us directly with any suggestions or concerns.


Leicester, UK

Customer Service Times
Monday - Friday
9am - 4pm


Excellent transaction super delivery prices great will definitely use again well done

Theo Charalambous

Very pleased with purchase, I was kept informed of dispatch and delivery. Purchase arrived well packaged and in excellent condition. Thank you

Anne Allsop

The product was a good price compared to other companies. The delivery was quick and I could track the package.

Frances Battley

Very good and efficient service for our delivery to France. Only downside - we had to pay VAT and customs charges for the package to be delivered.

Brian Hull

Carbon-neutral shipping with Shopify Planet
Carbon-neutral shipping on all orders
shipping emissions removed
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