Shipping policy

Shipping and Delivery Policy

Effective date: 18 August 2026
Version: 1.0

This policy applies to orders placed through proxsupplements.uk.

PRO X SUPPLEMENTS is operated by PRO X SUPPLEMENTS LTD, registered in England and Wales under company number 16129282.

Registered office:
PRO X SUPPLEMENTS LTD
Abc Accounting Services
1 Willoughton Place
Wharton Close
Gainsborough
Lincs
England
DN21 1EB

Customer service: info@proxsupplements.uk

The registered office is not necessarily our product returns or dispatch address. Please consult our Returns, Refunds and Cancellation Policy before sending anything to us.

1. Where we deliver

We deliver to the UK destinations made available during checkout.

Delivery availability, charges and estimated times may vary according to:

  • Destination and postcode;

  • Parcel weight and dimensions;

  • Selected delivery service;

  • Courier availability; and

  • Any restrictions affecting remote or offshore locations.

If Shopify does not offer a shipping method for your address during checkout, we are currently unable to accept an online order for that destination.

Customers in Northern Ireland, the Highlands, Scottish Islands, Isle of Man, Channel Islands and other remote areas should review the delivery options and estimated charges shown at checkout. Additional time or different services may apply.

2. Order processing time

We normally aim to dispatch in-stock orders within one to two working days after payment has been successfully authorised.

Working days are Monday to Friday, excluding UK bank holidays.

Orders placed during weekends or bank holidays begin processing on the next working day.

Processing can take longer during:

  • Product launches;

  • Sales and promotional periods;

  • Christmas and other peak periods;

  • Unexpectedly high order volumes;

  • Stock checks;

  • Severe weather;

  • Courier disruption; or

  • Events outside our reasonable control.

If a material delay affects your order, we will contact you using the details supplied during checkout.

An order confirmation does not mean that the parcel has been dispatched. You will receive a separate dispatch confirmation when the order leaves our fulfilment location.

3. UK delivery estimates

The delivery services available for your particular address are displayed during checkout.

Our usual estimates after dispatch are:

  • Standard UK delivery: approximately 2–4 working days

  • Express UK delivery, where offered: approximately 1–2 working days

  • Remote, offshore or Northern Ireland delivery: potentially 3–7 working days, depending on the postcode and service

These are estimates rather than guaranteed delivery dates unless the checkout explicitly describes a service as guaranteed.

The estimated delivery period begins when the order is dispatched, not when the order is placed. Processing time must be added to the delivery estimate.

4. Shipping charges

Shipping charges are calculated and displayed before you complete checkout.

The amount charged can depend on:

  • Destination;

  • Selected service;

  • Order value;

  • Pack size;

  • Parcel weight; and

  • Promotional or free-delivery eligibility.

The shipping price shown in the final checkout review is the price that applies to the order, unless an obvious pricing error has occurred.

We will not add an optional premium delivery charge without your express selection or consent.

If a free-delivery promotion is available, its minimum spend, eligible destinations and other conditions will be displayed with the promotion.

5. Dispatch and tracking

Where tracking is included with the selected delivery service, the dispatch confirmation will normally contain a tracking link or reference.

Tracking information can take time to update after the shipping label is created. A “label created” message does not necessarily mean the carrier has completed its first scan.

Not every economy delivery service provides end-to-end tracking.

If you have not received a dispatch confirmation after the normal processing period, check your spam or junk folder before contacting info@proxsupplements.uk.

6. Delivery dates and essential deadlines

Please contact us before ordering if delivery by a particular date is essential.

A date mentioned in customer notes is not accepted as a guaranteed contractual deadline unless we expressly confirm that deadline in writing.

Where we expressly agree that delivery by a specific date is essential, your legal remedies may differ if that date is missed.

Unless a different delivery time has been agreed, UK consumer law generally requires goods to be delivered without undue delay and no later than 30 days after the contract was entered into.

7. Address accuracy

Customers are responsible for checking the delivery address before submitting an order.

Please check:

  • House or building number;

  • Street;

  • Flat, unit or apartment number;

  • Town or city;

  • Postcode;

  • Country;

  • Recipient name; and

  • Any access information.

Contact info@proxsupplements.uk immediately if you discover an error.

We cannot guarantee that an address can be changed after an order has entered processing or been dispatched. For security reasons, we may need to cancel and refund an order rather than redirect it to a materially different address.

We are not responsible for delays caused by inaccurate or incomplete information supplied by the customer. This does not apply where we made the addressing error.

8. Changing or cancelling an order

Contact us as soon as possible if you want to change or cancel an order.

We process orders quickly and cannot guarantee that changes can be made after submission.

If the order has not been dispatched, we will try to make the requested change or cancellation.

If it has already been dispatched, you may need to receive and return it in accordance with our Returns, Refunds and Cancellation Policy.

Refusing delivery does not always constitute clear cancellation notice. You should also contact us to confirm that you wish to cancel.

9. Multiple products and split shipments

We normally try to send products from the same order together.

Occasionally, an order may be divided into more than one parcel because of stock location, parcel limits or operational requirements.

If an order is split:

  • Parcels may arrive on different days;

  • Each parcel may have a separate tracking reference; and

  • You will not be charged additional shipping solely because we divided the order.

Check the dispatch confirmation before reporting an item as missing, because it may be travelling separately.

10. Subscriptions

Subscription orders are processed using the delivery address associated with the subscription at the time the renewal is processed.

Customers are responsible for updating their subscription address before the next scheduled billing date.

Changing the address in a general customer account may not automatically update an existing subscription contract. Please check the address shown in the subscription-management area.

Once a subscription renewal has been paid and entered processing, we cannot guarantee that its address can be changed or that dispatch can be stopped.

Each dispatched subscription parcel follows the same delivery, loss and damage provisions as a one-time order.

Cancelling a subscription stops future renewals but does not automatically cancel an order that has already been billed or dispatched.

11. Pre-orders and back-orders

We will clearly identify products sold as pre-orders or back-orders before checkout.

Any estimated dispatch date for a pre-order or back-order is an estimate unless expressly described as guaranteed.

If an order contains both in-stock and pre-order products, we may:

  • Hold the order until every product is ready; or

  • Dispatch the available products separately.

The applicable approach should be stated on the product page, during checkout or in the order confirmation.

If a significant pre-order delay occurs, we will provide an updated estimate and any cancellation rights required by law.

12. Products unavailable after ordering

Stock errors are uncommon, but a product can occasionally become unavailable after an order is accepted.

If this happens, we may:

  • Contact you with a revised dispatch estimate;

  • Offer a suitable alternative, which you are free to decline;

  • Dispatch the available items and refund the unavailable item; or

  • Cancel and refund the affected order.

We will not substitute a materially different product without your agreement.

13. Delivery attempts and collection points

The carrier may:

  • Deliver to the stated address;

  • Leave the parcel in an authorised safe place;

  • Deliver to a neighbour where permitted;

  • Redirect it to a collection point; or

  • Attempt redelivery.

Follow the instructions provided by the carrier.

Customers are responsible for collecting parcels within the carrier’s collection period. If a parcel is not collected, it may be returned to us.

14. Safe-place and neighbour delivery

If you give the carrier specific authority to leave the parcel in a safe place, with a neighbour or at another nominated location, that instruction may be considered when assessing whether delivery was completed.

Choose a location that is secure, sheltered and accessible to the carrier.

We will not automatically reject a claim solely because tracking says the parcel was left in a safe place. We will consider:

  • The customer’s delivery instructions;

  • Tracking data;

  • Delivery photographs;

  • GPS or scan information where available;

  • Carrier investigation results; and

  • Applicable consumer law.

15. Parcels marked delivered but not received

If tracking shows “delivered” but you cannot find the parcel:

  1. Check the delivery address on your confirmation.

  2. Check any nominated safe place.

  3. Check with members of your household.

  4. Check with immediate neighbours, reception or building management where appropriate.

  5. Review any photograph or delivery note provided by the carrier.

  6. Contact us promptly if the parcel remains missing.

We will investigate with the carrier where appropriate.

A delivered tracking scan is evidence of delivery but does not automatically determine the outcome where credible evidence suggests that the parcel was not received.

Please cooperate with reasonable carrier investigation requirements. This may include confirming non-receipt or completing a declaration.

16. Lost or substantially delayed parcels

Contact info@proxsupplements.uk if the estimated delivery period has passed and tracking has not provided a useful update.

Some carriers require a defined number of working days to pass before classifying a parcel as lost. We may need to allow that period and investigate before issuing a replacement or refund.

However, carrier procedures do not override your statutory rights. As the seller, we remain responsible for resolving qualifying non-delivery with you rather than requiring you to pursue the carrier directly.

Depending on the circumstances, we may:

  • Ask the carrier to complete delivery;

  • Send a replacement;

  • Offer an alternative product with your agreement; or

  • Issue a refund.

If the original parcel arrives after a replacement or refund has been issued, contact us so that we can arrange an appropriate solution at no unreasonable cost to you.

17. Risk during delivery

We remain responsible for loss or damage until the goods come into the physical possession of:

  • You; or

  • A person identified by you to receive them.

An exception may apply if you independently arrange a carrier that we did not offer as a delivery option. In that situation, risk may pass when the goods are provided to your chosen carrier.

Nothing in this policy excludes responsibility that cannot lawfully be excluded.

18. Damaged or tampered parcels

Inspect the parcel and products promptly after delivery.

If your order arrives damaged, open, leaking or visibly tampered with:

  1. Do not consume a product if its safety seal or sachet integrity is in doubt.

  2. Photograph the outer parcel before discarding it.

  3. Photograph the shipping label.

  4. Photograph the damaged product.

  5. Retain the product, sachets and packaging.

  6. Contact info@proxsupplements.uk as soon as reasonably possible.

We ask customers to report transit damage within 48 hours where possible because this assists the carrier investigation. Reporting later does not automatically remove your statutory rights.

19. Missing or incorrect products

If the parcel arrives with a missing item, incorrect flavour, incorrect pack size or another fulfilment error, contact us promptly.

Include:

  • Your order number;

  • Details of what was ordered;

  • Details of what was received;

  • Photographs of the products;

  • A photograph of the parcel contents and shipping label; and

  • The parcel weight if shown on the label.

Keep all contents and packaging until we have reviewed the claim.

If we made an error, we will provide an appropriate remedy without charging additional delivery costs.

20. Failed, refused or uncollected deliveries

A parcel may be returned to us where:

  • The address was incomplete or incorrect;

  • Delivery was repeatedly unsuccessful;

  • Access to the property was unavailable;

  • The recipient refused the parcel;

  • The parcel was not collected;

  • The recipient was not known at the address; or

  • Required customs charges were not paid.

When the parcel returns, we will contact you where reasonably possible.

Depending on the circumstances, you may choose:

  • Reshipment, subject to payment of reasonable additional delivery costs; or

  • Cancellation and refund in accordance with our Returns, Refunds and Cancellation Policy.

Where permitted by law, actual and reasonable carrier costs resulting from a customer-supplied address error, non-collection or unjustified refusal may be deducted from a discretionary refund.

No deduction will be made for a failed delivery caused by our error.

21. Delivery delays outside our control

Delivery can be affected by circumstances including:

  • Severe weather;

  • Transport disruption;

  • Industrial action;

  • Road closures;

  • Customs delays;

  • Natural disasters;

  • Public-health restrictions;

  • Cyber incidents;

  • Carrier network disruption; or

  • Other events outside our reasonable control.

We will take reasonable steps to minimise disruption and provide material updates where available.

These circumstances do not remove any right you have to cancel because delivery has not occurred within an agreed or legally required period.

22. International delivery

We ship internationally only to countries made available during checkout.

International delivery estimates can be affected by customs clearance and local carrier processes.

Unless checkout expressly states otherwise, the recipient is responsible for:

  • Import duties;

  • Local taxes;

  • Customs charges;

  • Brokerage or handling fees; and

  • Compliance with local import restrictions.

These charges are not controlled by us and are not included in the product or shipping price unless expressly stated.

Customers are responsible for confirming that the products can lawfully be imported into their destination country.

If a parcel is returned because import charges were refused or local import requirements were not met, we may deduct actual, reasonable and irrecoverable shipping, customs or return costs from any discretionary refund, where legally permitted.

23. PO boxes, forwarding services and military addresses

Some carriers cannot deliver to PO boxes, parcel-forwarding companies, hotels, temporary accommodation or military addresses.

An available checkout rate does not guarantee that every carrier will accept every address type.

Where we cannot dispatch to the supplied address, we will contact you for an alternative or cancel and refund the order.

Where a customer uses an independent forwarding company, our delivery responsibility is normally assessed up to delivery to the forwarding address, subject to applicable law.

24. Promotions and free delivery

Free or discounted shipping promotions may be subject to:

  • A minimum spend;

  • A specified promotional period;

  • Particular products;

  • Eligible UK postcodes; or

  • A stated delivery service.

If a refund or pre-dispatch change reduces the qualifying order below the promotion threshold, the refund may be calculated in accordance with the clearly disclosed promotion terms and applicable law.

25. Fraud prevention and delivery verification

To protect customers and the business, we may conduct reasonable verification where:

  • Billing and delivery information differs materially;

  • An order has a high fraud-risk assessment;

  • Several unsuccessful payment attempts have occurred;

  • An unusually large quantity is ordered; or

  • Information provided appears incomplete or inconsistent.

Verification may delay dispatch.

We may cancel and refund an order where we cannot reasonably verify that it is authorised. We will never ask you to send full card details by email.

26. Contacting us about delivery

Email info@proxsupplements.uk and include:

  • Your full name;

  • Order number;

  • Delivery postcode;

  • Description of the issue;

  • Relevant photographs; and

  • Tracking reference, if available.

Please do not publish order numbers, addresses or tracking details publicly on social media.

27. Relationship with our returns policy

Returns, order cancellations after dispatch, faulty products and refunds are governed by our Returns, Refunds and Cancellation Policy.

Nothing in this Shipping and Delivery Policy restricts your statutory consumer rights.

28. Changes to this policy

We may update this policy to reflect changes in carriers, delivery services, operating procedures or legal requirements.

The version applicable to an order will normally be the version published when the order was placed.

29. Governing law

This policy and orders placed through our UK website are governed by the laws of England and Wales.

Customers living elsewhere in the UK may also have the right to bring proceedings in their home jurisdiction. Mandatory local consumer protections remain unaffected.