HELP CENTER

FREQUENTLY ASKED QUESTIONS

ORDERING

Payment Options

We accept the following credit cards:

  • Visa
  • MasterCard
  • Discover
  • American Express
  • JCB

If your card is declined we suggest verifying the card information and billing address was entered correctly and trying again. If the card is declined again, you may need to contact your credit card company or the issuing bank for more information.

Note:

To protect against fraud, orders that are suspected as fraudulent are cancelled and payment is voided.

We do not currently accept PayPal.

Checkout Erros

If you’ve received an error during checkout using a credit card, please ensure your billing address is exactly correct. If this does not work, you may need to contact your bank to verify that the billing address that you’re using matches what they have on file.

Gift Card

Paying for an order using a gift card is easy! When you’re ready to checkout, select Gift Card as the payment option, enter the gift certificate number, and then click Submit Order.

  • If the total is less than the gift card balance, the remaining balance stays on the gift certificate to use on a future purchase.
  • If the total is more than the gift certificate balance, you’ll be returned to the Payment Options page to select a secondary form of payment to pay for the remainder of the balance.
  • If you receive an error after submitting your order, try clicking the Back button on your browser and re-entering the gift card number.

Applying a Coupon

Enter the coupon code at the Checkout page for your discount to be applied.

SHIPPING

Shipping Method

Small – medium sized orders will be shipped via Hermes and will take 2-3 days for delivery.

Larger orders will be shipped via UPS or DPD and will take 1-2 days for delivery.

International Shipping

We currently on ship within the UK.

Tracking your order

When your order is dispatched you will receive an order confirmation with a tracking number to track your shipment. If you do not please contact customer service and they will assist you.

Free Shipping

Orders values over £70 will automatically have Free Shipping applied.

For orders under £70 shipping will cost £3.99.

RETURNS

How do I return an item?

We want you to be happy with your purchase!  If you’re unhappy with your order because the item is incorrect, faulty or damaged, we’ll make it right. Contact our Customer Service team within 14 days of your purchase and we’ll either give you a full refund or in-store credit equal to the value of your product.

You will then have 14 days to return the item back to us.

Refunds will normally be processed within 7 days.

Clearance Items: All clearance items are final sale and may not be returned. No price adjustments will be given on prior sales.

Order status

How can I check my order status?

From the My Account area you can check to see what the staus of your order is.

You will receive an email confirming your order has been received and a second email confirming when your order has been dispatched.

Order are normally processed and dispatched within 24 hours but can take longer if the item is out of stock.

Tracking your order

When your order is dispatched you will receive an order confirmation with a tracking number to track your shipment. If you do not please contact customer service and they will assist you.

CONTACT US

I need help, how can I contact you?

Our customer service team are available 0800 – 20:00, Mon – Fri. Tickets are normally responded to within 24 hours but can take longer during busy periods.

How to contact us:

Email: help@musclecrate.com

Tel: 0844 334 6626

ACCOUNT INQUIRIES

I forgot my password

You can reset your password by requesting a password reset on the Login page.

How can I change my shipping address?

Your shipping addresses can be added, changed, and removed in the ‘Address’ section of your account settings.

If you have a Live Order please contact customer service to make sure it is sent to the correct address.

How can I view my order history

You can view your order history from the Orders section in the My account area.

Managing credit cards

You can securely add, edit, and delete credit cards on your account under the Payment Methods section of the my account area.