Frequently Asked Questions
Getting started
- Aaargh, it’s all new to me! How do I shop @ ExplosiveNutrition.co.uk?
- How do I create an account (and more importantly, why should I bother?)
- Blimey, there are a lot of supplements! Which one is right for me?
- Can you send me information on your products?
- What if I have a question not answered here?
Ordering
- Do you have a physical store I can purchase my order in person from?
- How do I know if an item is in stock?
- How do I redeem a discount code or e-voucher?
- Do you offer Trade Accounts?
Security
Delivery
- What delivery methods do you use?
- How much does delivery cost?
- How long will my order take to arrive?
- What time of day will my order arrive?
- Can I have my order sent to a work address? Do I need to sign for it?
- I’m so excited about my order! Can I track it?
- Do you deliver to Europe, Ireland or BFPOs?
Problems
- I tried to place an order but I get an error saying ‘Card Issue Number Length is Invalid’ – what’s going on?
- My order still won’t process – it says ‘Your card number has failed our validity checks and appears to be incorrect. Please check and re-enter'?
- I should have received my order by now – where is it?
- My supplements have arrived and it looks like someone has played football with them! What do I do?
- What do I do about returns, refunds or cancellations?
- How can I tell you if I’m really happy (or unhappy!) with your service?
Getting started
Q: Aaargh, it’s all new to me! How do I shop @ ExplosiveNutrition.co.uk?
A: On the left hand side of the page, you’ll see a category list. If you click on any of these categories, you’ll be taken to a page with a list of relevant products, plus a brief description of the advantages to using them. Alternatively, if you’re looking for a specific manufacturer, there is a drop down menu further down on the left, from where you can select your favourite supplement brand. Or if neither of those methods floats your boat, then just type a product name into the search box – easy! Failing that, email us or give us a call on 0800 195 7885 and we’ll walk (or is that surf?) you through it.
Once you’ve found what you’re after, click on ‘buy now’ or ‘add to cart’ (don’t forget to choose flavours or quantities where applicable). These items will appear in your shopping cart (top right of the page). When you’re ready to pay, simply click on ‘checkout’ and this will take you through the final three easy steps to complete your transformation into another happy Explosive customer...
Q: How do I create an account (and more importantly, why should I bother?)
A: It’s simple – you can either click on the ‘create an account’ link in the middle of the home page and follow the instructions. Or alternatively, wait until you get to the checkout, where you’ll be given another opportunity to sign up (or proceed as a guest if you’d prefer).
As for the why? Well the advantages are two-fold. Firstly, we’re confident that you’ll be so happy that, just like Arnie, you’ll be back. Anyone with an account can log in when they return – making the whole shopping experience significantly quicker the second time around. This also gives you the opportunity to view your shopping history, or quickly reorder the same products if that’s what you’re after. Plus, anyone with an account can opt to receive emails from us, which contain the latest discounts, special offers, and up-to-date info from the crazy world of sports supplements.
Q: Blimey, there are a lot of supplements! Which one is right for me?
A: We were new to all this once too, so we can sympathise with you. That’s why we have a buyers guide *Coming Soon* to help answer the more common questions depending on your ultimate goals (adding muscle, losing weight or reducing body fat, improving stamina and athletic performance). For help with Bodybuilding Supplements check this page out, for muscle building products take a look at this page. And if the buyers guide doesn’t have the answer, then drop us an email and we’ll endeavour to answer your question as quickly as possible. Don’t worry, we won’t just flog you the most expensive items on the site – we only offer honest advice, after all, if we sell you the wrong supplements, they probably won’t work and we’ll never see you again, and we wouldn’t want that!
Q: Can you send me information on your products?
A: Of course – if you want to know more about our products, company or sports nutrition in general, then drop us an email and we’ll endeavour to get back to you as quickly as possible. And if we don’t know the answer to your question, will point you in the direction of someone cleverer than us who does know!
Q: What if I have a question not answered here?
A: Please send us an email - we may well subsequently add your question to this page (you’ll be famous).
Ordering
Q: Do you have a physical store I can purchase my order in person from?
A: No – stores cost money! We can keep our prices low because we don’t have to worry about maintaining a costly shop on an expensive high street. When we save money, you save money, too.
Q: How do I know if an item is in stock?
A: Very few companies can promise to have everything in stock all the time, and we’re no different, but we’ll tell you in the unlikely event that an item you’ve ordered isn’t immediately available. Firstly, when you place the item into your shopping cart, it’ll give you an estimated waiting period if that item is unavailable (i.e. usually dispatched within 3-5 days – this is the amount of time it takes us to get stock from our suppliers). Secondly, one of our customer service people will call you with an update on your orders progress. However, this only happens with a small minority of cases – we manage to keep the vast majority of items in stock and deliver them next day.
Q: How do I redeem a discount code or e-voucher?
A: All you need to do to use a voucher on the site is place your order as usual, but then on the shopping cart page enter the code into the discount code box and click the update button. You will immediately see your order total discounted by the amount or percentage of the voucher. Any problems, give us a call on 0800 195 7885.
Q: Do you offer Trade Accounts?
A: Yes. If you’re looking to place big orders on a regular basis then call on 0800 195 7885 or email us – we’re always happy to strike up a deal where possible.
Security
Q: Are you going to sell my personal details to an evil corporation? Is it secure to order online?
A: What happens at Explosive Nutrition stays at Explosive Nutrition. The info you put into our site goes nowhere else, so you can rest easy knowing that you won’t be winning the Nigerian Lottery or offered discounted blue pills. We may use your email address to send out the occasional friendly email, but these are easy to opt out of if you’d prefer not to hear from us (sob).
Your payment details are never made available to ExplosiveNutrition.co.uk as we process all payments through either Paypal or SagePay. Your details are immediately encrypted and processed through a secure server. Both of these companies have achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI) and adhere to the most stringent levels of fraud screening, ensuring that your details remain secure throughout the transaction process. So you won’t be payng for our Christmas party or even the boss’s new car!
Delivery
Q: What delivery methods do you use?
A: We send everything by Interlink courier service – these guys are the best in the business, and will get your order to you within 24 hours of it leaving our warehouse!
Q: How much does delivery cost?
A: If you spend over £50, next day delivery is completely free! If you spend under £50 then there is a charge of £4.95 for next day delivery. As with every rule, there are a few exceptions – for more info, visit our delivery page, which outlines everything in more detail.
Q: How long will my order take to arrive?
A: Here at Explosive Nutrition, we believe if something is worth doing, it’s worth doing quickly – that’s why we only offer next day delivery. If you place your order before 1pm, it’ll be with you the next day. Every now and then, a delivery may be delayed, usually because we’re having difficulty getting hold of a product from a supplier. If this happens to you, we’ll contact you immediately and keep you updated on your order’s progress. 99% of orders arrive within a day – if you’re in the remaining 1%, we always endeavour to a) keep you posted, and b) get the item to you within the week.
Q: What time of day will my order arrive?
A: Interlink we’ll get your order to you anytime between 8am and 5pm, Monday to Friday – this depends on where your shipping address is in relation to their delivery route. If they miss you’ll they’ll leave a card so you can arrange another delivery, or go and collect it from their depot if you’d prefer..
Q: Can I have my order sent to a work address? Do I need to sign for it?
A: Yes and yes! Unlike some of our competitors who are quite happy to abandon your expensive order on your front door step without so much as a hello, we insist on a more personal delivery. This is because we want to make sure you get the item, and ensure it isn’t stolen by your sneaky next-door neighbour. However, because many of you aren’t in during the day, we’re more than happy to drop it off at your place of work if you’d prefer. Just let us know!
Q: I’m so excited about my order! Can I track it?
A: Of course you can. Simpy log into your account to view the order in question (presumably the latest one!) and then click on the 'Track Order' link. This will open a new browser window showing you the latest tracking information for your delivery direct from Interlink. Please note however, tracking numbers are not updated until 1630hrs, and orders placed after 1pm on a Friday (or over the weekend) won't get a tracking number until 1630hrs on Monday, so don't be alarmed if you can't immediately see tracking information for your order. It's just that our wives and girlfriends stop us from working over the weekend...
Q: Do you deliver to Europe, Ireland or BFPOs?
A: Unfortunately not at the moment. Because we insist on using a fast reliable courier service to deliver all our orders, it would be too expensive to send items anywhere outside the UK. Our long term plan (for world domination) will eventually include overseas delivery, so we’ll let you know as soon as this changes...
Problems
Q. I tried to place an order but I get an error saying ‘Card Issue Number Length is Invalid’ – what’s going on?
A. Our payment processor requires the issue number to have two digits (to accommodate really clumsy people who’ve lost their card more than 9 times!). Therefore, if your card issue number is 1, you should enter 01, and if your issue number is 7, you should enter 07, and if your issue number is 10, then you should really be more careful!
Q. My order still won’t process – it says ‘Your card number has failed our validity checks and appears to be incorrect. Please check and re-enter’?
A. Basically, something isn’t matching up between the details you’ve entered on our site, and the details your card company have on record. Firstly, check the billing address on the website matches the address your card statement is sent to, and also double check the three digit CVV number (on the back of the card) matches. If this doesn’t solve it, then it may be the case that your card company or bank have got the wrong information (it happens more often than you’d think!).
Q: I should have received my order by now – where is it?
A: If you have not received your order within the expected time, and we’ve not already contacted you to explain why, then please don’t hesitate to call us. Usually the delay is due to no one being at home when Interlink have tried to deliver, so your order may be waiting for you at the local depot. You should get a card through your letter box explaining how to collect it or arrange a second delivery for your order. If this isn’t the case then let us know (call 0800 195 7885) and we’ll get on to it ASAP!
Q: My supplements have arrived and it looks like someone has played football with them! What do I do?
A: Your goods are insured. If you are not 100% happy with you goods upon receipt then please inform us within 48 hours and provide an image. We will happily replace any goods shown to be damaged in transit. If you’re wishing to return the goods for any other reason, then check out the relevant section on our terms page.
Q: What do I do about returns, refunds or cancellations?
A: Check out our terms page for all the small print. If you’ve got any other questions, please call on 0800 195 7885 or email us.
Q: How can I tell you if I’m really happy (or unhappy!) with your service?
A: We welcome all feedback, good or bad, as it makes us a better company in the long run, and we’ll certainly take any (constructive) criticism on board. Feel free to drop us an email.
