FAQ

When will my order be delivered?

We currently deliver between Monday and Saturday and our couriers typically deliver between the times of 8am and 9pm. At the moment, we do not offer delivery on a Saturday. If you will not be in to accept your delivery, we recommend you write a message in the Delivery Instructions of the order page in Your Account detailing a safe place for them to leave your order. Alternatively, we would ask you to leave a signed note for the driver with a written designated safe place for them to leave the package. If the driver feels it is safe to leave your order they will do this for you.

 

How much will delivery cost?

Our standard delivery cost is £3.99 per order but if your order is £75 or over, you will not be charged for delivery.

 

Where do you deliver?

We deliver throughout the UK and your scheduled delivery will typically arrive with you within 3 to 5 working days.

 

Do I have to set up an account to place my first order?

We like to make ordering from Protein Fuel Up as simple as possible so you do not need to setup an account prior to placing your first order! It is advisable if you intend on becoming a repeat customer however, if you wish to try our services first before you decide you are able to sign in as a guest customer.

 

How do I add a new address to my account?

Click this link to update your address, which will navigate you towards the menu of your account page where you will be given the option to edit your billing or delivery address.

 

What payment methods do you accept?

We currently only accept online payment via PayPal. We also accept cash payment if you are collecting from our offices: Digital Mosaic, 747 Green Lanes, London, N21 3SA.

 

When will my payment be taken?

Your payment will be take by PayPal as according to their terms and conditions.

 

How do I redeem a discount code?

Simply fill your basket with as many protein packed meats, treats and supplements as you wish, then head to checkout. Here you will see the full details of your order and will be able to select your delivery date, courier service as well as enter any specific delivery instructions. Near the bottom of the page to the left, you will see a box titled ‘Enter Coupon Code’. Simply enter your code in this field and select ‘Apply Coupon’.

 

What do I do if I did not receive an email order confirmation?

Confirm that you are receiving outside email.

Check any spam folders on your email.

Contact us by emailing hello@proteinfuelup.com

 

How do I know that Protein Fuel Up received my order?

Once you click on “Place Your Order”, you will see the Thank You page. You can rest assured that your order has been sent electronically to us.

 

Where’s my order history?

In the order history section available once you have logged into your account.

 

Am I entitled to a refund?

Yes if you have received the wrong product or if it is faulty but not if you received your correct order.

 

What is your returns policy?

You cannot return perishable items such as food.

 

Can I place an order for a promotion that’s expired?

Many of our promotions and offers are subject to strict order deadlines due to the amount of limited available stock at the promotional price. Unfortunately this means we are unable to place an order for the promotion after the expiry date.

 

How do I change or cancel my order after I have placed it?

To change or cancel an order, please call on 020 3005 3230 or email on hello@proteinfuelup.com.  Once you have cancelled or changed the order with us, please notify us of the change or cancellation by responding to your order email confirmation.

 

How do I find out the status of my order?

You can find your order status by selecting your account and selecting the relevant order from the recent orders section. The status is displayed within this page.

 

I forgot my username/password, what do I do?

To reset your password, click on the “Forgot Password” link in the Sign In form. You will need to enter your registered email address and then you will receive an email from Protein Fuel Up that allows you to reset your password.

 

Can I have two accounts with the same email address?

No. You are only allowed to have one Protein Fuel Up account assigned to an email address. To have another account, you need to register another email address.

 

How do I leave a review or add a rating?

There are many opportunities throughout the ordering process to add your rating and review of our products. Wherever you see a Protein Fuel Up’s rating displayed, logged in users will be able to click on it to add a rating and write a review.