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Order FAQOrder with Real Confidence. Well try to answer all your questions below so you have all the information you need to make a purchase with the utmost confidence. If we missed anything please do not hesitate to contact us. Click on the links below to take you directly to that section: Q. How long will it take for my order to arrive once shipped ? Q. How long will it take for my order to arrive once shipped?A. Provided items are in stock, internet orders are shipped immediately! Average delivery times are:
Please note that most orders usually arrive much sooner but please allow 28 days before contacting us Q. Can I choose how my order is sent?A. Yes , Simply choose your preferred postal service – free or paid option - when you arrive at the check out.
Q. What is the wholesale postal option?A. This is only for our trade customers buying in bulk from the wholesale sections of our website. Shipping on Wholesale trade orders are charged at a standard rate of twenty pounds per order and includes posting of the wholesale bulk order to any worldwide address and of any size of wholesale order. Wholesale despatches are already heavily subsidised by Prime Health Direct however you may be able to receive a partial or full credit note on the shipping cost according to individual circumstance and the size of the order by emailing wholesale@primehealthdirect.com Q. Do you offer a Money Back Guarantee / Returns Policy?A. Yes, We firmly believe that every product has the potential to improve the quality of your life. This belief gives us the confidence to offer you a no-quibble, money-back guarantee! All our products come with a full 14-day guarantee. So go ahead and buy it — risk-free! If for any reason you are not 100% satisfied with your order when it arrives, we’ll exchange the goods or refund the purchase price — no questions, no hassle. If you wish to return an order, simply return it to us within 14 days of receipt (recorded delivery is recommended). Once we receive the product we will refund your money in full for unopened, resalable items, no questions asked. (Please note: this comprehensive guarantee does not apply to Forbidden Fruit items, which due to their status are non-refundable unless found to be defective.) Returns address: Q. What do I need to know about receiving my Order?A. Depending on size and type, and to ensure your order will fit through your letterbox, some orders may be despatched in separate packages. Although we try to ensure all your purchases arrive at the same time, some parcels may arrive before others. If the balance of your order has not arrived within seven days of the first item, please contact your local post office, where oversized or undelivered items may be held for you. If this is not the case, then please contact us. Please remember that if your order included a Forbidden Fruit item, these are despatched separately from our USA warehouse, and can take longer to arrive. Q. What if my order is damaged or incorrect?A. These are rare occurrences, but please notify us if it happens, by calling 0870 787 7890 within seven days of receipt. We will gladly replace damaged or incorrect goods at no charge. We would normally just ask that you place the damaged or incorrect items into one of the packages it arrived in and pop the package in to a post office using our UK FREEPOST address which is Prime Health Direct Limited, FREEPOST, SCE2171, Waterlooville, Hampshire. PO8OBR. For fraud prevention we are not usually able to accept any claim made after the seven-day period has elapsed Q. What if the product I want is out of stock?A. Due to the popularity of our products and the very stringent quality controls imposed on the raw ingredients we use, certain products do occasionally become out of stock. Such situations usually last less than a week. If you placed your order via the internet or paid by cheque, payment is taken immediately, and if an item is ordered and subsequently found to be out of stock, we aim to get that item to you within 28 days. In the unlikely event that it will take longer than 28 days we will notify you immediately, and if you do not wish to wait for the goods to become available we will organise a refund. You can also view the `check stock` link on the home page of our website for on-the-fly information. Q. One or more of the invoices in my delivery has a different price?A. Please do not be concerned if any delivery note appears to show that you have been charged for free items, booklets or postage when you may, for example, have selected a free postage option. We always debit the advertised price. However, due to the way our system generates address labels it sometimes appears that a charge has been made when viewing invoices in isolation. However If you check your credit card total you will see that it always matches exactly the total of all the invoices added together, which is the original advertised price Q. I’m ordering from outside the UK – What do I need to know?A. All our products are legal in the country of manufacture and at the dispatch zone (UK Channel Islands and for Forbidden Fruit items, Montana, USA). When ordering from Prime Health Direct you are considered the importer of record, and it’s your responsibility to comply with the laws and regulations of the country in which you are receiving the items. Customs policies vary widely from country to country- if in doubt you should contact your local customs office for further advice. You will be responsible for any taxes that may or may not be levied in your country on the products you buy. We cannot currently supply most of our products to Iceland. Gerovital injectible ampoules can only be despatched to licensed health care professionals, clinics and hospitals. For further advice or if you have any specific questions please feel free to contact us on 0870 787 7890 Q. How will my order be packaged / presented?A. All Orders are despatched in plain packaging marked “Health Products” or “Merchandise” in secure padded envelopes or boxes. We fully respect your privacy, and discretion is assured on any sensitive item. All orders are sent as nutritional supplements, food supplements, vitamins or cosmetics. Gerovital injectibles are sent as "Vitamin H3 Vials Q. What sort of quality can i expect?A. Quality is a keyword at Prime Health Direct. All raw material suppliers of our nutritional products must provide a certificate of analysis with every delivery, and we ensure that our own team of chemists and microbiologists checks each batch of raw materials prior to manufacture to ensure potency, purity and authenticity. We employ a ground-breaking and rigorous system of quality control to ensure that our Gold Standard for purity and potency is met at every stage. Efficiency and quality of product is our foremost priority. We aim to go the extra mile on every raw material purchase which usually means the more expensive option. Unlike some company’s we do not source cheap raw material from countries with unproven safety records just to increase profits! Q. What if the product I receive looks different to the website or catalogue?A. We are constantly evolving and improving our products packaging as well as updating our suppliers to ensure the best at all times. Occasionally this will mean a product label or colour being different to that shown. You can be assured that if the presentation is slightly different the product itself is exactly as advertised i.e. to our premium standards at all times. Q. Can you summarise the main terms and conditions that protect my consumer rights?A. Yes, by ordering from the primehealthdirect.com web site you understand and agree that:
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