My Account

 

How do I open an account?

Simply head over to the My Account page and choose Register to join the UP Fitness community and gain access to all our products. You will also be signed up to our mailing list and will receive our nutrition tips, more information about our exclusive sports nutrition products, and all relevant offers. You can unsubscribe from our mailing list at any time.

When registering you will need to enter some personal information such as your name, email address, and home address.

Once registered, you will be able to view and amend your personal details, as well as view any of your orders, order statuses, and product reviews.

 

I do not live in the UK (United Kingdom) – can I register for an account?

No, only UK residents can currently register for an account.

 

How do I change my account details?

If you would like to make changes to any of your personal details, whether it is your payment details, password, or home address, you can do so by clicking 'edit details' in your account page. Please remember to select 'update' or your changes will not take effect.

 

Are my personal details safe if I create an account?

To protect your personal information, we follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered, or destroyed.

 

Any credit card information you provide is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional industry standards.

For more information, please visit our Privacy Policy page.

 

Where will my data be stored?

All your data is stored within our Shopify platform.

 

Where can I find my order history?

If you have created an account, you can access your order history by going to your account page and clicking on 'Orders'.

 

How do I close my account?

If you wish to close your account, please email our customer service team with your request. We are unable to accept verbal instructions of this nature for security reasons. Please make sure that you include the email address registered to your account.

Please note that this option is irreversible, and your account will be permanently deleted.

Customer Service: ukstore@upfitness.com 

 

 

Log in Problems

 

I have forgotten my password. What should I do?

If you have forgotten your password, use the 'Forgotten Password' function on the login page.

This will send a password reset link to the email address that you used to register for an account. You will be able to create a new password and access your account by clicking on the provided link.

 

I am having trouble logging into my account. What should I do?

If you are experiencing issues logging into your account, please follow the steps below to resolve your issue:

  • Check your email address: please check the email address you have entered for any spelling mistakes. Ensure sure you are using the same email address that you used during the registration process.
  • Check your password: please check the Caps Lock and Num Lock keys on your keyboard, as the passwords are case sensitive. Ensure that you are using the password you entered during the registration process.
  • If you have forgotten your password, click the 'Forgotten Password' function to receive an email to the email address registered. From there, you can reset the password and log into your account securely.

 

 

Ordering

How do I place an order?

Find the products you would like to order and add them to the shopping cart. You can view your cart at any time to make sure you have added all the items you wish to order.

The items will be held in the cart for 60 minutes to allow you enough time to scroll through our products page or to give you more time to make the decision. You can always leave the store and come back when you are ready to finalise the order.

Once you are done shopping and ready to place your order, go to your cart and select 'Checkout'.

If there are any payment options or addresses saved to your account, these will automatically display in the checkout, making the process quick and easy. Otherwise, you will need to enter your details manually.

Select your preferred delivery option and make sure you check everything is correct before you complete the order.

Once the order has been placed, you should receive an email confirmation including your order number. This provides you with a reference if you ever need to check anything related to this order.

 

How can I make changes to my cart?

If you wish to make any changes to your cart, click on the cart icon at the top of the page, and you will be able to see all items that are currently in your cart.

Use the + and – buttons to choose the quantities you wish to order, or click on the 'bin' button to remove the item(s) completely.

 

Can I place an order over the phone?

No, we cannot currently accept any orders over the phone.

 

Can I place an order to a different address?

Your order will automatically default to any saved addresses, but you can choose to add a new address that is different from your billing address at the checkout stage.

 

Can I change the delivery address after I have placed my order?

No, we cannot make any changes to your order after it has been placed.

 

How do I cancel my order?

To ensure all the orders are dispatched on time, we use a fully automated ordering process which locks the orders onto the system the moment it is placed. As a result, we are unable to cancel the order or make any changes.

 

What do I do if I have ordered the wrong item?

As stated in our Returns Policy, you can return any unwanted items within 14 days of purchase, as long as the items have not been opened and/or used. Please make sure you include a note with your name, order number, and reason for return in the same package as your returned item.

Please note that we do not cover the postage costs of returns.

 

The item I ordered is out of stock. Why could I order it?

All UP Fitness stock is sold subject to availability.

There can be unexpected delays and instances where we cannot supply a product to you. We will always let you know by email if the items are out of stock as soon as possible.

We may offer an exchange or an alternative flavour (if available), and you will also get an option to remove the item or cancel your entire order.

 

 

Delivery

 

Do you offer free delivery?

Delivery charges depend on the delivery location as well as the value of the order.

To see if we offer free delivery options in your country, please visit our 'Delivery Information' page.

 

Do you offer worldwide delivery?

All our delivery options can be found on our 'Delivery Information' page.

 

What is the status of my order?

You can find the status of your order by clicking on 'Order History' from your account page.

 

How will my order be dispatched?

Your order will be dispatched using the delivery option you have chosen when placing an order.

 

How will I know my goods have been dispatched?

You will receive a dispatch notification email which will include the tracking details as soon as the order has been dispatched. If your order has been placed before 2pm, it will be collected by the courier on the same day. However, your email might not be sent until later in the evening.

If you have registered for an account, you will be able to view your order status through the 'Order History' page.

If you have not received the dispatch confirmation, please check your spam folder.

 

How can I track my order?

Once your order has been dispatched, you can track it using the tracking details provided in the dispatch notification email or by going to the 'Order History' page on your account.

 

Where is my order?

Once the order has left our warehouse, the courier is responsible for safe and timely delivery.

If your order has been dispatched and you have not received it, please check to see if your parcel has been left with neighbours.

The courier may leave your parcel with neighbours if you are unable to accept it.

If you are not available to accept the parcel at the time of delivery, it can also be taken to a local parcel shop. Collection should be available for the next day after the delivery attempt.

It is your responsibility to collect the parcel from the address specified on the calling card or tracking information page. Unfortunately, we cannot issue any compensation against loss or late delivery once the parcel has been signed for.

If you experience any problems retrieving your parcel from neighbours or the parcel shop, please contact us, and we will get in touch with the relevant team to see how we can resolve the problem.

 

What happens if my goods arrive late?

The order cut-off is 2pm from Monday-Friday, excluding national holidays.

If you have placed your order before 2pm, and paid for the next day delivery, yet do not receive your order in time, please contact our customer service  team. They will be able to advise if you are eligible for a refund.

 

I have received a faulty or damaged item. What should I do?

We take great care to prevent any damage to your goods during transit. However, in the rare occasion there is a problem with your order on delivery, please accept the delivery and then contact us immediately.

If you believe any product to be faulty, you must notify us within a reasonable period from the date of delivery. We do ask that you attach any pictures you have of the faulty/damaged items. We can then arrange for a replacement or refund as required. 

 

I have received the wrong item. What should I do?

We have high standards when it comes to packaging your order. However, if you do receive any incorrect items, please accept our apologies, and contact us with your order details so that we can arrange a refund or replacement. 

 

There is an item missing from my order. What should I do?

Sometimes the item you have ordered might be out of stock. In this case, our customer service team will reach out to discuss your options, including a refund or an alternative item.

If your order is large, it might be packaged in two or more boxes. On occasion, especially with international deliveries, boxes can get separated in transit.

You may not be notified if there are multiple boxes in the consignment.

If any of your items are missing, please reach out to our customer service  team, and they will be able to work with the courier to locate the missing item(s) as soon as possible.

 

What do I do if I have not received my order?

We apologise if you have not received your item. Please contact us within 21 days from the day on which you received the dispatch confirmation email from us, and we will be able to issue a refund or send a replacement. 

 

What happens if I am not at home to accept my delivery?

If no one is available to accept your parcel at the delivery address, the courier will deliver your parcel to the nearest pickup parcel shop . Your pickup pass can be found on your courier tracking page.

 

 

Returns and Refunds

 

What is your returns policy?

Please visit our 'Returns Policy' page for the full details.

If you have any further questions, please reach out to our customer service  team.

Customer Service: ukstore@upfitness.com 

 

How do I return an item?

Please contact customer service team using ukstore@upfitness.com email address, and our team will be in contact.

Please remember to include a covering note with your order number, name, and the reason for the return. Otherwise, we may not be able to process the return. 

 

Can I return a product if I no longer want it?

Yes, you can send your order back to us for a refund within 14 days of receiving it. Please note that the items you are returning must be unopened and in the original packaging. Unwanted goods must be intact with any security seals unbroken.

Once your goods have been returned to us, our Returns Department will check and confirm if you are entitled to a refund, and then we will refund the price of your item. Returns are usually processed within 10 working days of receipt of the item and will be credited to the original payment method account.

Please remember to include a covering note with your order number, name, and the reason for the return. Otherwise, we may not be able to process the return.

When you return the items, please ensure you package them securely and include a covering note with your order number, name, and the reason for return, otherwise, we may not be able to process your return.

You will need to obtain a 'proof of postage' receipt when you post your item to us. Without proof of postage, we may not be able to process your refund in the event that your item is lost in transit.

 

What happens once my item is returned?

Once your goods have been returned to us, our Returns Department will check and confirm if you are entitled to a refund, and then we will refund the price of your item. 

 

When will I receive my refund?

Returns are usually processed within 10 working days of receipt of the item and will be credited to the original payment method account.

 

 

Payment and Discount

 

How can I pay for my order?

We offer the following online payment methods, and you can select your preferred payment method at checkout.

  • Visa
  • Visa Debit
  • PayPal
  • Mastercard
  • American Express

 

How secure is your payment gateway?

To protect your personal information, we follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered, or destroyed.

Any credit card information you provide is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional industry standards.

 

I have a payment problem with my order. What should I do?

If you are seeing the status 'Payment Failed' please make sure you have entered the correct details. This includes the card details, such as expiry date and billing address.

We also recommend checking if you have sufficient funds in your account.

If you have done all the above and still experience issues, please contact our customer service team at ukstore@upfitness.com.

 

Why can I see a transaction pending in my account?

The pending transaction shows that the payment has been authorised and will be taken as soon as the order has been sent.

 

Why can't I add a new payment card?

To add new payment card details, you will need to enter the new details at the checkout stage.

The new card details will be saved to your account once you have placed your first order.

 

How do I use a voucher code?

If you have a voucher code that you would like to use, simply enter the code at the checkout.

Once the code has been entered, click 'use code', and the discount will be applied and visible in your basket value.

Please note that you can only use one discount code per order.

 

Why is my voucher code not working?

If the code does not work, please check the terms and conditions of the offer.

If the code is valid and you are still experiencing issues, please contact our customer service team at ukstore@upfitness.com, who will happily help.

 

How do I register for your discounts and exclusive offers?

You can find an option to sign up to our newsletter on our homepage. All you need to do is enter your email address and click submit.

You will then receive our latest offers and exclusive notifications of new product launches.

You can unsubscribe at any time.

 

 

Website

 

Why am I having problems accessing the checkout?

If you are experiencing issues accessing our checkout or any other part of our website, please reach out to ukstore@upfitness.com, and our customer service team will help you.

 

Where can I find your Terms and Conditions?

Please refer to our Terms and Conditions page.

 

Where can I find your Privacy Policy?

Please refer to our Privacy Policy page.

 

Where can I find your Returns Policy?

Please refer to our Returns Policy page.

 

 

Product Advice

 

Are your supplements safe?

Yes. UP Fitness supplements are completely safe and legal, and contain no synthetic or banned substances.

 

How do I know what supplements are right for me?

We cannot offer specific medical advice on the use of our products. We recommend that you discuss the use of any supplement with your GP before commencing use.

 

How long does it take for supplements to start to work?

Food supplements can have different effects depending on the individual. We advise continuing your supplement regimen for a month before judging the effectiveness of the product.

 

Should I take more than advised?

Please see the recommended dosage on the product label or the instructions tab on the product pages on our websites. For further advice on custom dosages, please speak to your GP or nutritionist.

 

Can I take supplements when I am pregnant or breastfeeding?

We cannot offer specific medical advice on the use of our products. We recommend that you discuss the use of our supplements with your GP if you are pregnant or breastfeeding.

 

Can I take supplements if I have a health condition?

We cannot offer specific medical advice on the use of our products. We recommend that you discuss the use of our supplements with your GP if you have any pre-existing medical conditions.

 

Can I take supplements if I am on other medication?

We cannot offer specific medical advice on the use of our products. We recommend that you discuss the use of our supplements with your GP if you are taking any other medication.

 

Can I modify/crush tablets to make them easier to take?

You should not chew, crush, or break tablets in order to take them. All supplements should be taken as instructed on the label unless your GP has advised otherwise.

 

Are your supplements vegetarian, vegan, gluten-free or/and dairy-free?

Many of our products are vegan, vegetarian, gluten-free or dairy-free.

Please check the product labels or product nutrition information available on each product page on our website.

For more information on specific diets or allergens, please contact our customer service team.

Customer Service: ukstore@upfitness.com 

 

What type of fish are our omega soft gels sourced from?

Our gold Omega Fish Oils are sourced from anchovies found in Chile.

 

Are your products GMO-free?

Yes, all our products are GMO-free.