At TPW™ we believe that the quality of our service needs to match the quality of our product. We continually try to challenge the norm and to be different where we can. We want to be a company that makes realistic promises and then delivers on them. We also want to give you the type of service WE expect and demand when we are the customer.
At the same time we are also realistic and we know that we are a young company and perhaps do not have as much “buying power” as some of the bigger boys. We realise that to achieve the level of service delivery and quality we want, it’s going to cost us more, however this is a cost we are happy to swallow if it allows us to deliver our vision - a service that does what it says on the tin and exceeds where it can.
Although we would like to promise you the earth, we would much rather surprise than disappoint and set realistic expectations and over deliver where possible. We know that a happy customer is a returning customer and we want you coming back again and again and again, so we have focused heavily on our service offering. Some of the initial services we are able to offer are:
Late Order Cut Off
We offer a 5pm cut off for the same working day despatch, (later than a lot of other nutrition companies out there). If you place your order for Next Day Delivery before 5pm then we will guarantee to despatch it that day.
We also realise that as much as we would like to be, we are not perfect. There will be times when things don’t go according to plan and as hard as it is to admit this……we may fail. To this end we have put in place “fast track” processes to deal with these issues should they ever occur. These include:
- Arranging for a “sweeper” collection from our carrier partners to pick up any late orders
- Proactively checking each despatch and notifying you, if for whatever reason, your order has missed the boat
- To react swiftly and efficiently to ensure we deal with the problem
No 'Out of Area' Surcharge
A number of companies charge extra for delivering “out of area”. We do not believe that this is right and so ,if you choose Hermes, we don’t! Highlands or bylands, town or country, we charge you the same price. Every way we can find to save you money and treat everyone equally, we will do. It's not always possible, but if we can absorb the additional costs, then we will.
Efficient Customer Services
We understand that as good as our service might be the real measure of a company is how it reacts when things don’t go according to plan. We have invested heavily in our Customer Services team and its staffing includes trained sports nutritionists. We won’t leave you hanging on the phone for hours, we won’t ignore your emails, we won’t guarantee to get back to you and then not. What we will do is promise to resolve your issue within 24 hours at the most and to always keep you informed of how we are progressing with your problem, we will call you so you don’t have to chase us.
We're always here to help and advise on anything to do with our products and sports nutrition in general, so if you have any questions then feel free to give us a call.
TPW™ Money Back Guarantee
We are so confident in the quality and efficacy of our products that we offer an unprecedented Money Back Guarantee across every product in our range. We want you to feel comfortable buying from us, safe in the knowledge that should you have any issues we offer you a Money Back Guarantee.
As long as the vast majority of the product is unused, we will take it back from you and either swap it for another (same value product) or credit you. The only thing we ask is that if the reason for your return is down to you, that you pay for any carriage involved. We want you to be 100% satisfied with your TPW™ experience.
To complement our letterbox friendly pill containers, we have designed our own small postal packs that can be delivered by Royal Mail and can be simply posted through your letterbox - no need for you to wait in, no need for the hassle of having to arrange another delivery.
Drivers’ Calling Card
If you’re not at home when we deliver, our courier has a Plan B. If you choose Hermes, the driver will leave their card with you which has the driver’s mobile number on it instead of a central depot, with a faceless automatic system, that makes you choose from 100 different options, before saying they are too busy so please call back! With this courier partner, you get to speak directly with the person who will be re-delivering your order, the driver themselves. This makes the whole process less painful.
At TPW™ we have looked at every aspect of our business to find ways of improving your shopping experience with us. We have even designed our own outer boxes specifically to help protect your goods and to give your order the best possible chance of arriving safely. Not the most exciting thing in the world we know, but hopefully something small that ensures your TPW™ order arrives in great condition and safe and sound.