Shipping Policy

This Shipping Policy applies to orders placed directly through the Surgent Supplements website.

Where We Deliver

We currently deliver exclusively to addresses within the United Kingdom.

We do not currently offer international shipping. Available delivery services and charges will be displayed during checkout after you enter your delivery address.

Royal Mail Tracked Delivery

Orders are shipped using one of the following services:

Royal Mail Tracked 24

Royal Mail aims to deliver Tracked 24 parcels on the next working day after dispatch.

Royal Mail Tracked 48

Royal Mail aims to deliver Tracked 48 parcels within two to three working days after dispatch.

These are Royal Mail delivery aims rather than guaranteed delivery times. Delivery may occasionally take longer because of postal disruption, adverse weather, bank holidays, seasonal demand or circumstances outside our reasonable control.

The delivery estimate begins when your order has been dispatched—not when the order is placed.

Processing and Dispatch

Orders must be processed before being handed to Royal Mail. We aim to prepare and dispatch orders as promptly as possible.

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

During launches, promotions and exceptionally busy periods, processing may take longer. If a significant delay affects your order, we will make reasonable efforts to contact you using the details provided at checkout.

You will receive a dispatch confirmation email containing your Royal Mail tracking information once your order has been shipped.

Shipping Charges

Delivery charges are calculated and displayed at checkout before payment is completed. Charges may vary depending on the delivery service selected and any shipping promotion that applies to the order.

Any free-delivery threshold or promotional shipping offer will be displayed on our website or during checkout. Unless otherwise stated, promotional delivery offers cannot be exchanged for cash or applied retrospectively.

Tracking Your Order

Once your order has been dispatched, you can follow its progress using the tracking link included in your dispatch confirmation email.

Tracking information may take some time to update after Royal Mail first receives the parcel.

If you have not received a dispatch email, please check your spam or junk folder before contacting us.

Correct Delivery Information

Customers are responsible for providing a complete and accurate:

• Full name;

• Delivery address;

• Postcode; and

• Contact information.

Please check these details carefully before completing your purchase.

If you notice an error, contact us immediately at sales@surgentsupplements.co.uk. We cannot guarantee that an address can be changed after an order has been placed or processed.

We are not responsible for delivery problems caused by incomplete or incorrect information supplied by the customer. If an incorrectly addressed parcel is returned to us, we may ask the customer to pay the cost of redelivery.

Delivery Instructions and Safe Places

Any delivery instructions, nominated safe places or arrangements made directly with Royal Mail are used at the customer’s discretion.

Where Royal Mail records a parcel as delivered to the address, a nominated safe place or an authorised recipient, we may ask you to check the property, safe place and neighbouring addresses before opening an investigation.

Missed Deliveries and Collection

If Royal Mail cannot complete delivery, it may:

• Attempt delivery again;

• Leave the parcel in a nominated safe place;

• Deliver it to a neighbour; or

• Take it to a local delivery office or collection point.

Please follow the instructions provided by Royal Mail and collect or rearrange delivery within the time stated.

If a parcel is returned to us because it was not collected, delivery was refused or Royal Mail could not complete delivery, we will contact you. Additional delivery charges may apply if you ask us to send the order again.

Delayed Orders

Royal Mail Tracked 24 and Tracked 48 are not guaranteed delivery services. A parcel arriving later than Royal Mail’s delivery aim does not automatically mean that it has been lost.

If your tracking has not updated or your parcel is significantly delayed, contact us at sales@surgentsupplements.co.uk with your order number. We will review the tracking information and, where appropriate, raise an enquiry with Royal Mail.

Carrier investigations can take time to complete. We will keep you reasonably informed while an investigation is ongoing.

Lost Parcels

If Royal Mail confirms that your parcel has been lost, we will offer an appropriate resolution, which may include a replacement or refund.

We may need to complete Royal Mail’s investigation before treating a parcel as lost. Customers must cooperate with reasonable requests for information required to investigate the delivery.

This does not affect your statutory consumer rights.

Damaged or Tampered Parcels

Please inspect your order when it arrives.

If the parcel or product is damaged, appears to have been tampered with, has an unexpectedly broken seal or contains the wrong item, do not consume the product. Contact us as soon as possible at sales@surgentsupplements.co.uk.

Please include:

• Your order number;

• A description of the issue;

• Photographs of the outer packaging;

• Photographs of the delivery label; and

• Photographs of the affected product.

Please retain the packaging and product while we investigate. We will provide an appropriate resolution in accordance with your statutory rights.

Returns and the 30-Day Guarantee

Shipping and delivery matters are governed by this Shipping Policy. Returns and refunds—including our first-pouch 30-Day NeuroRoast Guarantee—are governed by our separate Refund Policy.

Original delivery charges and optional delivery upgrades are not refunded under our voluntary 30-day guarantee. This does not limit any refund of delivery charges that may be required under UK consumer law.

Please contact us before returning a product. Do not return products to us without first receiving return instructions.

Contact Us

For questions concerning dispatch, tracking or delivery, contact:

Surgent Supplements Ltd
Email: sales@surgentsupplements.co.uk

Please include your order number so we can assist you efficiently.

Last updated: 29 August 2026