Q. How do I track my order?
A. Go to Your Account and within Order History, click on the order number you wish to track then click on the Track button at the bottom of the page. Please note that only items sent by Royal Mail Recorded Delivery can be tracked.
Q. How much is postage?
A. Within in the UK - £1.00 for any size order.
Outside the UK - £3.95 for any size order.
Q. I haven’t received my order what do I do?
A. If you haven’t received your order within 15 days of despatch please contact Customer Services.
Q. I want to return an item - what do I do?
A. We accept returns if they are damaged, faulty or not as ordered.
We also accept unopened bottles.
For each instance please contact Customer Services before returning.
Q. How secure is the website?
A. Secure Credit Card payments are taken by SECURE HOSTING LTD
We use the industry standard 128 bit SSL encryption for all our secure servers. When the customer enters your form hosted on our secure server their browser will automatically inform them that encryption is being used. Furthermore, all data stored on the secure server is encrypted again and protected by a firewall, the specification of which has been recognised by all the major banks. Your Customer card details are kept confidential at all times, and none of your orders will be seen by anyone other than you unless you request us to access your account for support reasons.
The secure servers are situated on a stand alone private network completely isolated from other networks and connections. They have a single resilient connection to the Internet, which is serviced through dual dedicated ICSA compliant Firewalls. The servers are further secured through “server lock” protection, with all credit card details encrypted through £DES encryption.
Your credit card details are handled by SecureHosting.com. We do not handle your credit card details. After you click on the "Pay by Credit Card" button, you are transferred to our payment gateway at Secure Hosting where your payment is processed 100% by them. The secure pages are indicated by:
the address in the Address/Location bar changing from "http://" to "https://"; and a padlock symbol (or key) in the bottom right-hand status bar or the top right of the address bar of your web browser.
Q. What do I do if I forget my user name or password?
A. Click the Forgotten your details? Click here link. Enter your email address in the next page that appears. You should receive a email to your registered email address.
Q. What payment methods are there?
A. You can pay by Debit or Credit card. We do not accept AMEX or Irish Laser
cards.
We also accept payment by Postal Order and Paypal.
Q. How can I edit my account information?
A. Click on Your Account. You can edit any details here.
Q. How can I contact a customer service representative?
A. Click on the Contact Us link at the top on the Home Page.
Q. Can I view my past orders?
A. Go to Your Account and you can view a list of your past orders on that page.
Q. I would like to pay by cheque - where would I send the cheque?
A. Please make any cheques payable to Redrose Manufacturing Limited and send to:
Redrose Manufacturing Ltd (UltraSupplements.co.uk)
21 A / B Cherry Way,
Dubmire Industrial Estate,
Fence Houses,
County Durham,
DH4 5RJ
United Kingdom
Q. Is there a money back guarantee?
A. We offer a full money back guarantee for any unopened orders returned to us within 7 days of receipt. We also offer a part refund for any unopened bottles returned to us within 30 days. If you wish to return anything to us, please contact us first.
Q. How do I create an account?
A. Click on Login/Register, enter your details and click continue. This should create an account for you. If you have any problems, please contact us.
Q. How long will it take till I receive my order?
A. All orders received before 3.00pm are usually sent out the same day unless placed on a weekend where they will be sent out the next working day. Orders within the UK are all sent out first class and you should receive them within 48 hours. For orders outside the UK please allow a minimum of 2 weeks for delivery as delays in Customs may occur.
Q What if I have a problem placing my order online or I'm not sure it's gone through?
A. Please contact Customer Services.
Q. Do I have to sign for the order when it arrives?
A. All orders over the value of £30 are sent by Royal Mail Recorded Delivery and will need to be signed for.
Q. What do I do if my order is damaged when I receive it?
A. Please contact Customer Services quoting your Order ID number.
Q. What happens if I am not in the house when my order is trying to be delivered?
A. If you are not in to receive your order Royal Mail should put a card through your door stating that they attempted delivery and will give you the opportunity to arrange a re-delivery or to pick up from the local depot.
Q. Can I arrange to pick my order up?
A. If you wish to pick up your order please contact Customer Services on 0800 0430 385 before placing your order.