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Frequently Asked Questions

Deliveries

1.What delivery options do you offercustomers living in the UK?
2. How much do you charge for Royal Mail Tracked delivery?
3. How quickly will my order arrive with Royal Mail Tracked delivery?
4. What time should I place my order to ensure it’s dispatched on the same day?
5. What happens if I’m not in when my package is delivered?
6. What if my package can’t be left with a neighbour?
7. Can I organise for my package to be sent from the delivery office to a local post office for pickup?
8. How long is my package held at the Royal Mail delivery office before it’s sent back to you?
9. Is redelivery from my local Royal Mail delivery office free of charge?
10. If my package is sent back to you after 18 calendar days, will you resend it free of charge?
11. Can my package be left in a safe place?
12. Can I specify that I don’t want my package to be left with neighbour if I’m not in?
13. Do you deliver to countries within the EU?
14. Do you deliver to countries outside of the EU?
15. How do I change my billing and/or shipping address?

Returns and refunds

1. What is your returns and refund policy?
2. What is the best way to contact you regarding a return, refund or replacement?
3. What address should I return the goods to?
4. How quickly can you issue my refund?
5. I’ve opened and used a supplement, can I get a refund?
6. I’ve opened and tried on an item of clothing, can I get a refund?
7. I’ve had the items for over 14 days but they’re in perfect and unused condition, can I get a refund?
8. Will you refund return postage costs?

Problems with your order

1. I’m not happy with your service, what are you going to do about it?
2. I’ve received the wrong item
3. I’m missing an Item
4. I still haven’t received my order
5. The item I’ve received is damaged
6. I believe the item I’ve received is faulty
7. I’ve been charged incorrectly for an order

My account and personal details

1. How do I create an account?
2. I’ve forgotten my password, how can I reset it?
3. How do I change my password?
4. You’re sending me too many emails, how can I stop this?
5. How do I change my billing and/or shipping address?
6. How do I update my payment/credit card details?
7. How do I close my account?

Products

1. I’m not sure what product is right for me.
2. Are your products completely natural?
3. Why do you avoid artificial sweeteners, flavourings and colourants?
4. You make a lot of claims, are they all backed by research?
5. Why do you keep your product range smaller than other companies?
6. What packaging will my products arrive in?
7. Why do your tablets and capsules not arrive in plastic pots?
8. I don’t like the taste of my product.
9. I’ve heard that darker Tongkat-Ali is better than lighter Tongkat-Ali, is this true?
10. I still have unanswered questions about your products.

Deliveries

1. What delivery options do you offer customers living in the UK?

All UK orders, unless otherwise stated, are dispatched by Royal Mail Tracked 48

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2. How much do you charge for Royal Mail Tracked delivery?

Orders £14.99 and under = £2.95
Orders £49.99 and under = £1.95
Orders £50.00 and over = Free delivery

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3. How quickly will my order arrive with Royal Mail Tracked delivery?

It should be with you within 2-4 working days.

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4. What time should I place my order to ensure it’s dispatched on the same day?

If orders are placed before 2pm they will usually be dispatched on the same day.

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5. What happens if I’m not in when my package is delivered?

If you’re not in then Royal Mail will try to leave your package with a neighbour. If they’re successful, you will receive a card with instructions where to find it. If it is left with a neighbour then we advise you to collect it as quickly as possible. When it comes to gains, nobody can be trusted – yes, that includes the sweet little old lady who bakes you cookies on your birthday.

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6. What if my package can’t be left with a neighbour?

If your package couldn’t be left with a neighbour then it will be returned to your local Royal Mail delivery office. You will then have the option to collect your package or request a free redelivery.

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7. Can I organise for my package to be sent from the delivery office to a local post office for pickup?

Yes you can – but please note that Royal Mail charge 70p per item (regardless of weight) for this service.

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8. How long is my package held at the Royal Mail delivery office before it’s sent back to you?

It will be held there for 18 calendar days before it’s sent back to us.

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9. Is redelivery from my local Royal Mail delivery office free of charge?

Yes, you can contact Royal Mail and organise for your package to be redelivered, free of charge, to any address of your choice.

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10. If my package is sent back to you after 18 calendar days, will you resend it free of charge?

Unfortunately, if your package is sent back to our warehouse then you will have to pay a redelivery charge if you want us to send it to you again. The fee will be the same delivery cost you were charged on your first order – sorry about that.

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11. Can my package be left in a safe place?

Yes it can, however, Royal Mail will only do this if one has been specified. If you would like to request this then please add the safe place details on the ‘delivery note’ section on the checkout process.

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12. Can I specify that I don’t want my package to be left with neighbour if I’m not in?

By default, Royal mail will always try to leave your package with a neighbour if you aren’t in. If you aren’t comfortable with this (we’re sorry you have creepy neighbours by the way), then you can collect and complete an opt-out form from your local post office. Following this, Royal Mail will log your address, and if you aren’t in simply return your package to the delivery office for you to collect or schedule a redelivery.

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13. Do you deliver to countries within the EU?

Yes, we offer an EU Tracked delivery (no signature required). This is charged at £8.95.

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14. Do you deliver to countries outside of the EU?

Yes, we offer a World Tracked delivery (no signature required). This is charged at £10.95

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15. How do I change my billing and/or shipping address?

To edit your billing or shipping address please sign in and click on ‘my account’. From the my account page you can choose to edit your billing and/or shipping address.

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Returns and refunds

1. What is your returns and refund policy?

Your purchase can be returned and refunded if you communicate to us within 14 days of receiving your original order that you would like to cancel. After you have cancelled, you have 14 days to return the goods. Please note that in order to receive a refund, the items must be unopened, unused and retuned in the condition you received them. Before you send back the goods, please contact us.

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2. What’s the best way to contact you regarding a return, refund or replacement?

Please send an email to returns@aboutgains.com with the following details:

(i) Your full name
(ii) Order Number
(iii) Product name
(iv) Reasons for returning the goods
(v) Specify whether you would like a refund or replacement
(vi) Additional information such as photos or couriers notes.

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3. What address should I return my items to?

Please return all items to the following address;

About Gains,
Returns,
Colyton Bakery,
Queen Street,
Colyton,
Devon,
EX24 6JU,

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4. How quickly can you issue my refund?

Once the item(s) have been returned to our warehouse, following inspection, we will refund you within 48 hours via your original payment method. Please note that if the payment method was a credit card, the refund may take up to 5 working days to become visible.

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5. I’ve opened and/or used a supplement, can I still get a refund?

If a supplement has been opened or used, then unfortunately we will be unable to issue a refund. We can only refund unused/unopened products returned in the same condition you received them.

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6. I’ve opened and/or tried on an item of clothing, can I still get a refund?

As long as the clothing is not damaged, shows signs of wear, has been mauled by a dog or dragged through a thorn bush then you can return the item and receive a full refund. Please note, all items will be inspected by our returns department before a refund will be issued.

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7. I’ve had an item for over 14 days but it’s in perfect and unused condition, can I still get a refund?

As a general rule, you have 14 days after receiving your order to tell us that you wish to cancel it…but, as long as the item(s) are unused and in the condition you received them, then we will see what we can do. We will assess each request on a case by case basis – see, we’re not so bad are we. However, despite our willingness to be as flexible as possible for our customers, please note that we are under no obligation to offer you a refund after this 14 day period has passed.

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8. Do you refund return postage costs?

If we have sent a wrong item or an item is faulty then yes, we will refund the return postage costs. However, we will not refund postage for an item that has been correctly delivered and found to be in good working order.

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Problems with your order

1. I’m not happy with your service, what are you going to do about it?

We’re sorry to hear that you’re unhappy with our service. Unsatisfied customers really upset us – but not to the extent that we would lose any sleep. Don’t get us wrong, it’s not that we don’t care, we really do, but you need sleep to maximise gains, and after all, we’re ‘About Gains’.

Now, despite our sleep patterns not being affected, we would like you to know that your dissatisfaction is a very serious matter to us. We always try to put our customers first, and if the FAQ’s below don’t provide you with a satisfactory answer, then please contact us and explain exactly what the problem is. After getting a better understanding of your issue you have our word that we will do whatever we can to resolve it as quickly as possible for you.

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2. I’ve received the wrong item

We’re very sorry that you’ve received an incorrect item. Don’t worry though, those responsible will be found and punished for your inconvenience. Perhaps we’ll make the entire warehouse down one of those absurdly flavoured protein blends our competitors are churning out at the moment – you know, the banana, lime and custard sort.

To receive a full refund or replacement, please return the goods to our warehouse unused and in the condition you received them. As it’s our fault, we will of course cover the return postage costs. Depending on the severity of the error, we may even throw in a freebie or two in order to help alleviate our shame and keep the peace. Rest assured, we’re looking into the cause of the error and will do our best to make sure it doesn’t happen again.

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3. I’m missing an Item

Now, it’s probably completely our fault, but before we continue, could you please first double check the original confirmation email you received upon placing your order. If you’ve done that, and are still certain that you’re missing an item, then we would like to extend our sincerest apologies.

We hate inconveniencing and irritating our customers. As a result, there is always a price to pay for the guilty party responsible. So please don’t worry, they’ve been apprehended and dully punished for inconveniencing you – for the rest of the day they will be wearing a chicken onesie.

Please give our support team a call and we will ensure that the missing item is despatched for next day delivery as a matter of urgency. Depending on the severity of the error, we may even throw in a freebie or two or in order to help alleviate our shame and keep the peace. Rest assured, we’re looking into the cause of the error and will do our best to make sure it doesn’t happen again.

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4. I still haven’t received my order

If you haven’t received your order on time then please contact us and let us know as soon as possible. We will check internally and with our courier to ascertain the problem and if necessary offer you a refund, replacement or redelivery. We apologise that this has happened and will do all that we can to ensure you’re satisfied with the outcome.

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5. The item I’ve received is damaged

We’re sorry that your item has arrived damaged. Please understand that we take great pride in our products and do our utmost to ensure they’re delivered to you in the perfect condition they were dispatched. However, sometimes at no fault of our own, poop occurs.

Please report the damaged item to us at the nearest opportunity but within 7 working days. If your goods are visibly damaged on receipt, then please make sure you sign the courier’s delivery note. This is important for two reasons, it proves that the goods were damaged upon receipt (and not when in your possession) and also gives us grounds to enquire why the courier and his friends were playing ‘dodge-bag’ with our products.

Damaged Items should be returned to our warehouse complete with all accompanying documents and a note informing us whether or not the courier’s documentation was signed as ‘damaged on arrival’. Upon receiving the damaged items, and pending any necessary internal/external investigations, we will do our best to offer you a speedy refund or replacement.

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6. I believe the item I’ve received is faulty

At About Gains we only ever sell products we’re proud to put our name on and we always strive to represent them accurately on our website. If you believe that there is something wrong with an item or that it’s been misrepresented in any way, then this is a very serious issue to us. Please contact us as soon as possible with further details and return the goods to our warehouse – taking measures to ensure that they’re not damaged during transit. Once the goods have been received and inspected, we will issue a replacement or full refund as appropriate.

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7. I’ve been charged incorrectly for an order

We wouldn’t be happy if this happened to us so we fully understand your irritation. If you’ve been charged incorrectly for an order then please call us on 0330 088 2232 or send an email to customer@aboutgains.com. As soon as we get the details from you we’ll investigate and resolve the issue as quickly as possible. We apologise for any inconvenience this may have caused.

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My account and personal details

1. How do I create an account?

Creating an account with us is easy and only takes a minute. Start by selecting ‘register’ on the top right hand side of the page. You will then need to enter some information, create a password and answer a few simple questions. Once you complete these details, you’ll receive a confirmation email welcoming you officially to About Gains. By the way, thank you for selecting us, we’re really looking forward to helping you achieve your goals.

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2. I’ve forgotten my password, how can I reset it?

Passwords are like lifting straps. No matter how hard you try to remember the bloody things, on occasion you always end up forgetting them – or at least one. We’ve all at one point had to borrow the dreaded pair behind the counter, you know, the ones older and grubbier than a pensioner who’s just completed tough mudder. However, luckily for you, a forgotten password isn’t a big deal and you won’t have to wash your hands 100 times as a consequence of your forgetfulness.

On the login page, please click the ‘forgotten password’ link and enter you email address. You will then receive instructions on how to reset your password.

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3. How do I change my password?

If you want to change your password when signed into your account, you can do this via the ‘change password’ link on the ‘my account’ page. Remember, when creating a new password try to make it long and include numbers, letters and symbols. Click on the respective links for more information on secure passwords and internet safety.

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4. You’re sending me too many emails, how can I stop this?

Are you sure? But we’ve got so many offers, articles and new products that we want to send your way. “Not interested” you say, “I don’t care how good the offers are, how much your products are going to assist my gains or how funny and insightful your content is, I don’t want any more emails!”

We completely understand. You’re getting fed up our messages, and our attempts to offer you as much value and assistance with your gains as possible. It makes complete sense. Please understand that it was never our intention to hound you or to fill your inbox with unwanted junk. Send us a message and we will swiftly remove you from our mailing list and cease the bombardment of your inbox.

You might already know this, but a cluttered inbox doesn’t mean you have to cancel high value email subscriptions (like ours). Alternatively, you can just establish some order and simply funnel messages from certain senders into designated folders – as you can see, we’re shameless and will do pretty much anything to avoid being shunned. We’ve added some links so you can learn how to do this with Gmail, Outlook/Hotmail and Yahoo.

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5. How do I change my billing and/or shipping address?

To edit your billing or shipping address please sign in and click on ‘my account’. From the my account page you can choose to edit your billing and/or shipping address.

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6. How do I update my payment/credit card details?

There is no need to update any credit/debit card details with us. For safety and security, all of our transactions are completed through Paypal. As a result, we do not receive or store any of your credit/debit card information. As long as you enter valid credit/debit card details at the checkout, your payment and order should go through successfully. For more information about the security of this site, click here.

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7. How can I close my account?

Before you leave us, we would just like to thank you for being a part of the About Gains community. We’re sorry to see you go and would like to take this opportunity to wish you all the best for the future. To close your account, please send an email to closures@abotgains.com. After receiving your message, our support team will commence closing your account. However, please note that once your account has been closed we will no longer be able to retrieve it.

Just one more thing. If it’s not too much trouble, we would appreciate it if you could provide us with some feedback. If you’re closing your account as a result of something we’ve done (or aren’t doing) then we would like to understand our error in order to improve our service for the future. We care about our customers and want to make sure we’re doing all that we can to keep them satisfied.

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Products

1. I’m not sure what product is right for me.

We designed the ‘what supplement should I take’ page with you in mind. On this page you’ll find common questions along with different health and fitness scenarios. Simply click the point that’s applicable to you, and you’ll be directed to helpful information and recommended products. If you prefer, you can always contact us and speak to one of our experts.

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2. Are your products completely natural?

You better believe it! Our products contain no artificial sweeteners, food dyes, flavourings or fillers. All you’ll find here is bona fide 100% natural ingredients for clean, healthy gains.

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3. Why do you avoid artificial sweeteners, flavourings and colourants?

Despite what many may claim, there is a conflict of opinion regarding the relationship between artificial food additives and health. Some within the scientific community believe that artificial colourants, flavourings and sweeteners like Aspartame, Acesulfame K and Sucralose are fine, others believe they’re toxic and potentially harmful to the human body. Now, while most nutrition brands claim that their supplements are filler free and contain only premium natural ingredients, you can often find one or more of these artificial additives used in their products. Not great is it.

Here at About Gains, we take the health and wellbeing of our customers very seriously. If there’s any doubt regarding the effects of an ingredient (both in the short and long term), then we simply won’t use it. Regardless of the cost implications, we will always opt for natural and healthy alternatives.
“Chill out! The odd artificial additive never really hurt anybody” you say. We used to think and say the same thing, however, there are quite a few people out there – far more qualified than us – who strongly disagree. It’s because of these professional reservations that we’ve decided to omit all artificial sweeteners, flavourings and colourants from our products. There are enough things out there that are potentially detrimental to our health and our supplements are certainly not going to be included on that list.

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4. You make a lot of claims, are they all backed by research?

Yes. We never make a claim unless it’s supported by a legitimate study.

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5. Why do you keep your product range smaller than other companies?

At About Gains, we’re a very selective bunch. We don’t do shelf fillers and we only ever stock the best natural products. Granted, this may keep our product range a little streamlined, but we don’t think that’s a bad thing.

Exercise nutrition has become unnecessarily convoluted and finding what you need can be a real headache. We don’t know about you, but in our book there’s nothing more frustrating than going onto a website and being bombarded with excessive (and unnecessary) product options.

To quote the late Bruce Lee, simplicity is the key to brilliance. We agree with Mr Lee and this is why we strive to keep things as simple and efficient as possible for our customers. When you shop with us, you can be certain that we’ve selected the best natural product per training goal or health requirement.

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6. What packaging will my products arrive in?

Our products arrive in stand up resealable pouches. These customer and eco-friendly pouches provide a high barrier against moisture, oxygen, odours and contamination. They are also multilayered and opaque preventing light denaturing the products in any way. Due to their size, most orders will also fit through a letterbox, saving you postage and packaging costs.

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7. Why do your tablets and capsules not arrive in plastic pots?

Pouches are more environmentally and customer friendly then pots. Pouches use less plastic and can also fit through most letterboxes. This saves postage and packaging costs and enables you to receive items when you’re no it. We also find that some tablets break up in the pots because they rattle around. In our eyes, the decision to use pouches is one that benefits all.

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8. I don’t like the taste of my product.

Where possible we do the best we can to make our products taste great. However, there’s one thing that distinguishes us from the glorified sweet stores that many sports nutrition companies have become…our products aren’t really about taste, they’re About Gains.

Sure, our supplements might not taste as good as a chocolate milkshake loaded with sweeteners and sugars, but then again, they wouldn’t be healthy if they did and we wouldn’t be acting in your best interests. To put it simply, exercise nutrition and health supplements that taste as good as your favourite sugary snacks should be avoided at all costs.

When it comes to nutrition and flavour we have to agree with the late Jack LaLane. Jack LaLane was known as the Godfather of fitness, this guy was ripped well into his seventies, died at the ripe old age of 96 and was revered in the health and fitness community. When asked for his top tip regarding food, he gave this simple reply, “If it tastes good, spit it out”. Now, unlike this guy, your aim might not be to pull 70 boats on your 70th birthday, however, his advice will certainly put you in good stead to avoid breathlessness when getting up for the remote.

“Blah, blah, blah, I still don’t like the taste of your products” you say.

Well, if your distinguished palate truly finds natures best unacceptable, then try taking our products with a meal. If it’s a shake, try chucking in a banana or some frozen berries into the blender to add a bit of natural sweetness. Whatever you do though, don’t fall to the dark side. Do not jump onto the mint chocolate chip, raspberry swirl whey powder bandwagon. Trust us, they’re on a slippery slope and are just one step away from replacing their multivitamins with skittles.

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9. I’ve heard that darker Tongkat-Ali is better than lighter Tongkat-Ali, is this true?

We’ve heard the same thing, however, we’ve also heard the exact opposite. On the flip side, there are those claiming that darker Tongkat-Ali extracts have more impurities, have undergone more oxidative damage during the extraction process and are therefore less potent. They claim that lighter Tongkat-Ali extracts are far better quality.

So who’s right, is it those in favour of darker brown or lighter brown Tongkat-Ali extracts? Well actually, they’re both wrong. The quality of Tongkat-Ali extract cannot be determined by its colour alone – and whoever claims differently is either misinformed or a bit of a fibber.

The colour of Tongkat-Ali extract can vary depending on many parameters within the extraction process. Its final colour can end up anywhere between white, yellow, tan, brown and black. Throw in the fact that many companies can change their extract colour to anything they wish, and you begin to understand just how unreliable colour is when trying to identify authentic 1:200 Tongkat-Ali root extract.

“…but traditional Indonesian Tongkat-Ali is dark brown” you say.

Yes, you’re right. Traditional Indonesian Tongkat-Ali manufacturers usually produce darker brown powders. However, it’s incorrect to assume that these powders are a higher quality – just because they’re a dark brown. The powder is usually a dark brown due to the extraction methods that are used and isn’t necessarily an indicator of the products quality. You see, this traditional method is usually carried out over many hours at very high heats. In some cases, the darker colour is simply an indication that the Tongkat-Ali has been subjected to increased oxidative damage. Alternatively, modern extraction methods can complete this process in much less time producing a lighter brown clearer powder. So as you can see, in this instance, traditional doesn’t always mean better.

Now, we cannot comment on the quality of anyone else’s products – nor will we. However, we can assure you that our Tongkat-Ali is imported from Indonesia, guaranteed to be at least 10 years old and manufactured in the EU using advanced extraction methods. Needless to say, we wholeheartedly believe in the authenticity and quality of our Tongkat-Ali 1:200 pure root extract. If you have any further questions or reservations, then please contact us.

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10. I still have unanswered questions about your products.

Then our FAQ’s page has failed…forgive us. Please contact us and we’ll do our best to answer any other questions that you might have.

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