More Info

Already Placed an Order?

Already Placed an Order? 

Can I amend an order order?
Can I cancel my order?
What is the status of my order?
Has my order been despatched?
I have made more than one order today, can I group them together to save on postage?
Can I repeat a previous order?
Can I amend my delivery address?
How do I track my order?
You tried to deliver but I wasn't in.
Can I return a product?
I have received a faulty item
There are items missing from my order
I have an incorrect product in my order
One of the items in my order is damaged
There is an extra item in my order
Can I exchange a product?
What if I don't like the taste? (Lifetime Guarantee)
How can I share my formulas?

 

Can I amend an order?

 

If you need to change your order then, as long as it has not yet been collected by our carrier, we should be able to amend it for you. This facility is not yet available online so simply call our Customer Services team on 0845 467 2411 (Low Rate from UK Landlines) or 01928 571677 (Low Rate Option for Mobile Callers) and we will be very happy to try and change it for you. Orders are downloaded from the website into our warehouse every 7 minutes so in this instance please do not email your request, as your order may already be picked, packed and gone before your email arrives. 

 

Can I cancel my order?

 

Should you wish to cancel an order, please give us a call on 0845 467 2411  (Low Rate from UK Landlines) or 01928 571677 (Low Rate Option for Mobile Callers) as soon as possible after your order has been placed and we'll cancel it for you and give you your money back. Please bear in mind though, as we work to next day delivery standards and our warehouse team are sooo efficient, to ensure that we meet our challenging despatch targets, that it may not be possible to stop an order going out the door. If this is the case, just refuse the order at the door and the courier will return it back to us at which stage we will organise your refund. 

 

What is the status of my order?

 

Viewing the status of your current order is straight forward. Go to myaccount and you will be directed to your personal account DASHBOARD. Your most recent orders will be displayed in centre of your account DASHBOARD. Select the order that you would like to view by clicking on the VIEW ORDER tab on the right hand side of the order display. You will see one of three order update messages:-

• Processing - We have received your order from the website

• Picking - Your order has been successfully passed to the warehouse and is currently be picked and packed for despatch

• Complete - Your order is on it’s way to you .

Our opening times are Monday to Friday 0900 – 1700. If your order status has not changed, as detailed above, please contact us by phone at 0845 467 2411  (Low Rate from UK Landlines) or 01928 571677 (Low Rate Option for Mobile Callers).

 

Has my order been despatched?

 

You can easily view the despatch status of your order online.Go to myaccount and you will be directed to your personal account DASHBOARD. Your most recent orders will be displayed in centre of your account DASHBOARD. Select the order that you would like to view by clicking on the VIEW ORDER tab on the right hand side of the order display. You will see one of three order update messages:-

• Processing We have received your order from the website

• Picking Your order has been successfully passed to the warehouse and is currently be picked and packed for despatch

• Complete Your order is on it’s way to you .

Our opening times are Monday to Friday 0900 – 1700. If your order status has not changed, as detailed above, please contact us by phone at 0845 467 2411  (Low Rate from UK Landlines) or 01928 571677 (Low Rate Option for Mobile Callers)

 

I have made more than one order today, can I group them to save on postage?

 

Unfortunately it is not possible to group together separate orders, even if they have been placed on the same day. As our warehouse is so efficient, most orders will be picked, packed and readied for collection by our delivery partners within minutes of being placed. The time taken to find an individual order from a pre packed and sealed pallet would have a negative impact on a large volume of orders and, as our despatch targets are so demanding, could then have a negative effect for a large number of customers.

 

Can I repeat a previous order?

 

Repeating an order is straight forward as we do understand that there are times when it’s so much more convenient to reorder the contents of a previous shopping basket. Go to myaccount and select which order that you wish to repeat by clicking on the REORDER tab on the right hand side. This action will then open a new page which will display the items in the previous order, as well as providing you with the option to remove, amend or add items to your new shopping basket. 

 

Can I amend my delivery address?

 

If you need to change your delivery address then as long as it’s not yet been collected by our carrier we will be able to amend for you. Firstly you need to check the status of your order. Go to myaccount and you will be directed to your personal account DASHBOARD. Your most recent orders will be displayed in centre of your account DASHBOARD. Select the order that you would like to view by clicking on the VIEW ORDER tab on the right hand side of the order display. You will see one of three order update messages:-

• Processing We have received your order from the website

• Picking Your order has been successfully passed to the warehouse and is currently be picked and packed for despatch

• Despatched Your order is on it’s way to you.

If your current status is PROCESSING or PICKING then we will be able to make the amendment for you. If, however, your current order status is COMPLETE then we will only be able to amend the delivery address by contacting the courier on your behalf. Please note that such a request will mean that your parcel will be delayed at the courier’s local depot for a further 24 hours and may be subject to an additional delivery charge. To action a change of address simply call our Customer Services Team on 0845 467 2411  (Low Rate from UK Landlines) or 01928 571677 (Low Rate Option for Mobile Callers) and we will be very happy to change it for you. Please do not email as our warehouse is soooo efficient that your order may be picked, packed and gone before your email arrives. 

 

How do I track my order?

 

If your order has not arrived by the estimated delivery date, we're here to help. Before getting in contact with us, have you tried:

Checking the tracking link via your confirmation email to view the up to date tracking. You can find your tracking number on the confirmation email you will have received from UK MAIL. Simply go to UK MAIL or dpd and enter your tracking number and postcode.

Signing into My Account to check we have the correct delivery address for your order and your contact details are up to date.  Go to myaccount

Checking if you have an attempted delivery card or email from our carriers. If for any reason you are not at home when your delivery arrives, the driver will leave you a card with their number on it, so you can call them directly to re arrange. 

If you still can't find your parcel, please email us at Contact Us quoting your order number or call Customer Services Team on 0845 467 2411 and choose option 2 and we will be delighted to help you find your order.

In the unlikely event that your order cannot be found, we will immediately arrange a replacement or refund for you.

 

You tried to deliver but I wasn't in

 

If for any reason you are not at home when your delivery arrives, the UK Mail  driver will leave you a card WITH THEIR OWN MOBILE NUMBER ON IT, so you can call them directly to re arrange at a time that suits you, between 7.30am and 9.00pm Monday to Saturday. They may still be in your area and could be able to pop back that evening. You no longer need to wait on hold with a faceless call centre, choosing from a never ending list of options just to speak to a human being….Hallelujah!

If you select DPD as your courier, they will leave a card with their main Customer Service number on it.  We will make three attempts to deliver to you but if we are unsuccessful with all three then your order will be returned back to TPW HQ. Our Customer Services Team will then contact you to discuss what you would like to do. If you request another delivery or delivery to another address then we will unfortunately need to charge you for this second delivery attempt. If you would like a refund then we will be happy to arrange this but we will only be able to credit you the cost of the goods and not the delivery charge. 

 

Can I return a product?

 

We hope you never have the need to return a product to us. However, should this be the case then we want to ensure that the process is simple, hassle free and causes you, our customer, the minimum amount of disruption. Unlike many of the nutrition companies out there we believe in the quality, effectiveness and value for money of all of our products and as such we are willing to stand by these claims and are therefore happy to offer a no quibble, Lifetime guaranteed returns service. We are not going to ask you to send us photographs of the product, nor to get written witness statements or notaries so we know you are telling the truth, we already know you’re telling the truth as we trust you.

If you need to return a product simply call our Customer Services Team us on 0845 467 2411 (Low Rate from UK Landlines) or 01928 571677 (Low Rate Option for Mobile Callers) or you can email us at Contact Us and quote your order number, the product you would like to return and the reason you need to return your product. We do need to track every return to ensure it gets back to us so that we can give you your credit and therefore we are unable to accept any returns that do not have an authorised returns number. All we ask is that you contact us as soon as possible after receipt of your order. We will issue you with a returns number and provide you with information on how to send the product back to us. 

 

I have received a faulty product

 

Although we always take great care in how we produce your order, carrying out numerous quality controls to ensure that the highest production and dispatch standards are met, we do accept that problems can occur as we are only human. If you ever have a concern about any of our products, simply contact our Customer Services Team on 0845 467 2411 (Low Rate from UK Landlines) or 01928 571677 (Low Rate Option for Mobile Callers) or via email at Contact Us and we will happily arrange a replacement or refund for you. 

 

There are items missing from my order

 

If you think you have an item or items missing from your order, please first check the order confirmation sent by email when placing your order. If the product is listed on your order confirmation then it should be in the box. If it’s not then we sincerely apologise, we are only human and do make mistakes from time to time. Simply call our Customer Services team on 0845 467 2411 (Low Rate from UK Landlines) or 01928 571677 (Low Rate Option for Mobile Callers) with your order details or email us at Contact Us and we will immediately despatch your missing items on a priority next day delivery service. In order to improve our services, we may need to gather some additional information from you, to find the root cause of the error and to ensure that we can close the door on any similar issues occurring again. 

 

I have an incorrect product in my order

 

If we have sent you the wrong item in error then please just call our Customer Services Team on 0845 467 2411 (Low Rate from UK Landlines) or 01928 571677 (Low Rate Option for Mobile Callers) or email Contact Us. Please provide us with the details of the incorrect item and the missing item and we will arrange for a collection and re delivery, obviously at our own expense. In order to improve our services, we may need to gather some additional information from you, to find the root cause of the error and to ensure that we can close the door on any similar issues occurring again. 

 

One of the items in my order is damaged

 

Although we always take great care in how we produce your order, carrying out numerous quality controls to ensure that the highest production and dispatch standards are met, we do accept that problems can occur as we are only human. If you ever have a concern about any of our products, simply contact our Customer Services Team on 0845 467 2411 (Low Rate from UK Landlines) or 01928 571677 (Low Rate Option for Mobile Callers) or via email at Contact Us and we will happily arrange a replacement or refund for you.In order to improve our services,and the quality provided by our courier partners, we may need to gather some additional information from you, to find the root cause of the error and to ensure that we can close the door on any similar issues occurring again  

 

There is an extra item in my order

 

Wow, well firstly thanks for your honesty in letting us know. We do sometimes put freebies inside your order as a way of saying thanks for sticking with us. There will be a note on your documentation if we have done this. If we have genuinely sent you an extra product by mistake then if you would be kind enough to call our Customer Service Team on 0845 467 2411 (Low Rate from UK Landlines) or 01928 571677 (Low Rate Option for Mobile Callers), or email us at Contact Us and we will arrange to collect the item at your convenience. 

 

Can I exchange a product?

 

You can exchange a product or flavour, please contact us on 0845 467 2411  (Low Rate from UK Landlines) or 01928 571677(Low Rate Option for Mobile Callers) or to Contact Us. The only considerations in this respect are:- You pay for the cost of the collection and the cost of the re-delivery. If you have only had one or two scoops of the product then we will replace it in full. However if you have used more of the product then we would only be able to offer you a partial credit based on the volume you return. Simply call our Customer Services Team us on 0845 467 2411 or you can email us at Contact Us and quote your order number, the product you would like to return and we will do the rest.

 

What if I don't like the taste? (Lifetime Guarantee)

 

Although no other Nutrition company does this and although we cannot even begin to envisage how anyone could not love all of our delicious flavours, in the extreme circumstance that this does happen, then of course we would be happy to take back your product and replace it with a different flavour at the same value at anytime be that 30, 60, 90 or 360 days after you purchased it.

The only consideration in this respect is that you are responsible for the cost of the collection and the cost of the re-delivery If you have only had one or two scoops of the product then we will replace it in full. However if you have used more of the product then we would only be able to offer you a partial credit based on the volume you return. We will weigh the product on its return and credit you the value of the product that is left as points straight into your account.

Simply call our Customer Services Team us on 0845-467-2411 (Low Rate from UK Landlines) or 01928-571677 (Low Rate Option for Mobile Callers) or you can email us at Contact Us and quote your order number, the product you would like to return and we will do the rest.

 

How can I share my formulas?

Once you have created and saved your blend, you can access it at any time by simply going into MyAccount. Even better still, once you nail that ultimate blend, you can share your formula with all your friends on Facebook, Twitter and Google Plus. All they need to do is click on your link and they can view your formula and even buy it if they think it stacks up.