General FAQ's

My order is showing as pending

If you order status is showing as pending this means that the order is currently being processed into our internal system, this will change within an hour of placing your order. If your order is still showing as processing after 24 hours, please cont

What is ERP Exported?

ERP Exported means that your order is currently being processed within our warehouse. If you notice that your order status hasn't changed from ERP Exported after 24 hours of placing your order, please contact our customer experience team so we can ch

My order is showing as cancelled

If your order status is showing as cancelled, it is likely that your order has not been processed correctly. This is usually due to payment issues. Please ensure that your payment was successfully taken. If your payment has not been taken, please try

I was not signed into my account. Can the order be added to my account?

Unfortunately if you place an order as Guest, we cannot add the order to your account as our system will not allow us to. As long as your email was inputted correctly, you will still receive tracking details once your order has been shipped.

I haven't received an order confirmation?

If payment has been taken but you have not received any confirmation of the order, please provide our Customer Experience team with the following details (last 4 digits of card, or the PayPal reference ID) and they can look into this for you.

I'm having issues logging into my account

If you're unable to log into your account, please try clear the cache and cookies from your web browser and then try to reset your password. If you are still struggling to access your account, please contact our customer experience team and they will

I'm struggling to place an order

We're sorry that you have experienced issues with our website. We'd recommend to ensure you're using a Google Chrome browser for the best experience. Please also try to clear the cache and cookies from your browser, refresh the page and proceed to pa

Where can I find the best before date on the gel packet?

The Best Before Dates, can be found on the side of any gel packet! Please see an example below. If you are having any issues with the Best Before date, please let our Customer Experience Team know!

Do you still offer the recycling scheme?

Unfortunately we are not offering the recycling scheme at the moment, apologies. We are hoping to have this return in the near future.We are currently changing suppliers for our recycling, but unfortunately don't have a set timeframe for when the sch

EU, IT, DE & ES websites

Please find our EU websites below -. https://www.scienceinsport.com/eu/. https://www.scienceinsport.com/it/. https://www.scienceinsport.com/de/. https://www.scienceinsport.com/es/

How do I contact customer service?

We offer a live chat service which can be found in the righthand corner of our website homepage. You can also contact our customer experience team via email at [email protected]

New products in the EU

We are working hard to ensure that all countries have access to new stock however processing timeframes can be different all over the world. Please allow up to 3 months for new products to be released into the EU.