Shipping & Delivery

When your order leaves us

Orders placed before 2pm on a working day are picked and packed the same day. Anything after that, or at a weekend, goes out the next working day. You get a dispatch email with a tracking number the moment it leaves.

How long it takes

Those are the carrier's working day estimates from the day of dispatch, not from the day you ordered, and they are estimates rather than guarantees.

What it costs

• Free standard shipping on every two pouch and three pouch bundle.
• Single pouch orders are charged at checkout, and you see the exact figure before you pay.
• Express is available at checkout wherever the carrier offers it.

Tracking it

The dispatch email carries your tracking number and a link. Tracking usually starts updating within 24 hours of dispatch. If it has not moved in three working days, email us rather than waiting it out, and we will chase the carrier from our end.

Customs and import charges

International orders can attract duty or import VAT set by your own country. Those charges are not ours, we do not receive any part of them, and we cannot predict them or pay them for you. If a parcel is refused at customs and comes back to us, we refund the product but not the original shipping.

Wrong address

Check the address on your confirmation email. If it is wrong, tell us within a couple of hours and we can usually still catch it. Once a parcel has been dispatched to an address you gave us, a re-delivery is chargeable.

Lost, late or damaged

• Damaged on arrival. Send us a photograph and we send a replacement, no return needed.
• Tracking says delivered but nothing arrived. Check with neighbours and any safe place first, then email us. We open a carrier claim and replace it.
• Significantly late. If it is well past the window above, we will either replace it or refund it, your choice.

None of that comes out of your 90 day guarantee. A delivery problem is our problem to fix.

Changing or cancelling before dispatch

Email us as soon as you can. If it has not been picked yet we can change it or stop it. Once it is with the carrier we cannot recall it, but the guarantee still covers you.

Getting hold of us

Email hello@lv1nutrition.com with your order number and we will pick it up the same working day.