Shipping policy
Last updated: 8 January 2026
This Shipping Policy explains our delivery process, timeframes, costs, and what to expect when you order from NuProtein.
1. DELIVERY AREAS
We currently ship to addresses within the United Kingdom only.
This includes:
- England
- Scotland
- Wales
- Northern Ireland
We do not currently ship to:
- Channel Islands (Jersey, Guernsey)
- Isle of Man
- BFPO (British Forces Post Office) addresses
- International addresses outside the UK
If you would like to see international shipping in the future, please contact us at info@nuprotein.com to express your interest.
2. SHIPPING COSTS
Standard Delivery (3-5 Working Days): £5.99
Shipping costs are calculated automatically at checkout based on your delivery address and selected shipping method.
All shipping costs are shown before you complete your purchase - there are no hidden fees or surprise charges.
3. FREE SHIPPING THRESHOLD
Orders over £50 qualify for FREE Standard Delivery.
How to qualify:
- Add products totalling £50 or more to your cart
- Free Standard Shipping will be automatically applied at checkout
The £50 threshold is based on your product subtotal before any discounts or promotions.
4. PROCESSING TIME
Orders are processed and dispatched within 2-3 business days.
Business days are Monday-Friday, excluding UK bank holidays.
ORDER CUT-OFF TIMES:
Orders placed before 2pm (Monday-Friday):
- Dispatched the same day or next business day
Orders placed after 2pm (Monday-Friday):
- Dispatched the next business day or following business day
Weekend and Bank Holiday Orders:
- Orders placed after 2pm Friday, or during weekends/bank holidays, will be processed on the next business day (typically Monday)
You will receive an email notification when your order has been dispatched, including tracking information.
5. DELIVERY TIME
STANDARD DELIVERY (£5.99):
- 3-5 working days after dispatch
- Tracked service
- Monday-Saturday delivery
Important notes:
- Delivery times are estimates and not guaranteed
- "Working days" excludes weekends and UK bank holidays
- Rural or remote areas may experience slightly longer delivery times
- Delivery times may be extended during peak periods (Christmas, Black Friday, etc.)
TOTAL TIME FROM ORDER TO DELIVERY:
Standard Delivery: Typically 4-7 days total (1-2 days processing + 3-5 days delivery)
6. DELIVERY CARRIERS
We use the following trusted UK delivery partners:
- Royal Mail Tracked 24/48
- DPD
- Evri (formerly Hermes)
The carrier used for your order depends on:
- Your delivery address
- Product weight and size
- Carrier availability
You will be notified which carrier is handling your delivery when your order is dispatched.
7. ORDER TRACKING
Once your order is dispatched, you will receive a shipping confirmation email containing:
- Order number
- Tracking number
- Carrier name
- Estimated delivery date
- Link to track your delivery
You can track your order by:
- Clicking the tracking link in your email
- Visiting the carrier's website and entering your tracking number
- Logging into your NuProtein account (if you created one)
Tracking information is typically updated within 24 hours of dispatch.
8. DELIVERY ATTEMPTS
ATTEMPTED DELIVERY:
If the carrier attempts delivery and no one is available:
- A delivery card will be left with instructions
- The carrier will typically attempt redelivery the next working day
- You can arrange redelivery or collection through the carrier's website using your tracking number
FAILED DELIVERY ATTEMPTS:
After multiple failed delivery attempts:
- The package will be held at a local depot or post office for collection
- You will receive notification with collection details
- Collection period is typically 7-10 days
- After this period, the package will be returned to us
If your package is returned to us due to failed delivery:
- We will contact you to arrange redelivery
- Additional shipping fees may apply for redelivery
- If you no longer want the order, standard return policy applies (customer responsible for return shipping costs)
9. INCORRECT OR INCOMPLETE ADDRESSES
Please ensure your delivery address is correct and complete when placing your order.
We are not responsible for delays or failed deliveries caused by:
- Incorrect address provided
- Incomplete address (missing flat/house number, postcode)
- Undeliverable address (e.g., business address outside business hours)
If your order is returned due to an incorrect address:
- We will contact you to confirm the correct address
- Redelivery shipping fees will apply
- Or you may request a refund (minus original shipping cost)
To update your delivery address:
- Contact us immediately at info@nuprotein.com with your order number
- Address changes can only be made before dispatch
- Once dispatched, you must arrange changes directly with the carrier
10. DELIVERY ISSUES
LATE DELIVERY:
If your order has not arrived within the estimated delivery timeframe:
Step 1: Check your tracking information for updates
Step 2: Contact us at info@nuprotein.com with:
- Your order number
- Tracking number
- Expected delivery date
Step 3: We will investigate with the carrier and provide an update within 24-48 hours
LOST IN TRANSIT:
If your order is confirmed lost by the carrier:
- Full refund, OR
- Replacement order dispatched at no additional cost
- Your choice - we will contact you to discuss options
We will work with you to resolve any delivery issues as quickly as possible.
11. DAMAGED PACKAGES
If your package arrives damaged:
DO NOT REFUSE DELIVERY
- Accept the package and note the damage
- Take photos of the damaged packaging and products
- Contact us within 48 hours at info@nuprotein.com
Include in your email:
- Order number
- Photos showing damage
- Description of the issue
We will arrange:
- Full refund, OR
- Replacement shipment at no cost
- Return shipping label (if needed)
See our Refund Policy for more details on damaged products.
12. MISSING ITEMS
If items are missing from your delivery:
Step 1: Check all packaging carefully (small items can be hidden in packing material)
Step 2: Check your order confirmation email to verify what was ordered
Step 3: Contact us at info@nuprotein.com within 48 hours
Include:
- Order number
- Description of missing item(s)
- Photo of what you received (optional but helpful)
We will:
- Verify your order details
- Ship missing items immediately at no cost, OR
- Provide a partial refund for the missing items
13. PRODUCT STORAGE DURING DELIVERY
NuProtein bars are shelf-stable and do not require refrigeration during transit.
TEMPERATURE CONSIDERATIONS:
- Products can withstand normal UK temperatures during delivery
- In hot weather (summer months), bars may soften but remain safe to consume
- If bars arrive soft, simply refrigerate for 5-10 minutes to firm them up
PACKAGING:
- All orders are securely packaged to prevent damage during transit
- Products are sealed in their original packaging
- Outer packaging protects against minor impacts and moisture
If you have concerns about temperature during delivery, consider:
- Ordering during cooler months
- Choosing Express Delivery for faster transit
- Refrigerating products immediately upon arrival
Products arriving soft due to heat are not considered damaged or defective.
14. SIGNATURE REQUIRED
STANDARD DELIVERY:
- No