Get in Touch
With Fitlab Nutrition
Buying supplements online involves a certain amount of trust. You are reading a label on a screen, comparing serving sizes, and trying to work out whether a product actually suits you. Questions come up, and they should. This page exists so you know exactly where to send them.
A Real Person Reads What You Send
Fitlab Nutrition is a UK-based sports nutrition brand, and the people who answer your messages are the same people who handle the products, pack the orders and know what is on each label. There is no call centre script here and no ticket bouncing between departments. You write, someone reads it properly, and you get an answer written by a person.
Whether you are a first-time buyer trying to decide between two products, a long-time customer chasing a delivery, or a gym owner asking about larger orders, you are welcome to get in touch.
One Inbox, Open Whenever You Need It
Email is the way to reach us. Everything comes into one inbox, which means nothing gets lost between systems and there is a written record of your enquiry that we can refer back to.
Send your message whenever it suits you. There is no particular time of day when the inbox closes, and you do not need to wait for office hours to write.
A short note is completely fine. That said, a few details up front usually save a round of back-and-forth and get you a proper answer sooner.
If Your Enquiry Is About an Order
- Your order number, which appears in your confirmation email
- The name on the order and the email address you used at checkout
- What you would like us to do, if you already know
If Your Enquiry Is About a Product
- The full product name and, where relevant, the flavour and size
- The batch number and best-before date, both printed on the tub or pouch
- The specific question you have, rather than a general one, so the answer is actually useful to you
Clear photographs help more than you might expect, particularly if something has arrived damaged, if a seal looks wrong, or if you are unsure whether you have received the right item. Attach them to your email and we will take a look.
Please write in whatever way feels natural. You do not need to be formal with us, and you do not need to know the correct terminology for anything. If you are not sure how to describe the problem, describe it badly. We will work it out.
Where to Find Us
Address
Seven Grange Lane, Pitsford, Northampton, United Kingdom, NN6 9AP
Open
24x7
A quick word on the opening hours, because "24x7" can mean different things depending on the business. It means the inbox is always open and your message will be sitting there the moment you send it, whether that is a Tuesday afternoon or two in the morning after a late shift. It does not mean somebody is typing a reply at that exact moment. Messages are worked through in the order they arrive, and yours will be picked up in turn.
What Happens Once Your Message Arrives
Once your message arrives, it joins the queue and is read in full. We do not skim.
Straightforward enquiries are usually answered on the same working day or the next one. Most people hear back within one to two working days. Weekends and UK bank holidays naturally add a little time to that, so a message sent late on a Friday is more likely to be answered early the following week.
Some enquiries take longer, and we would rather explain why than leave you guessing. If we need to check something with a courier, look into a specific batch, or confirm a detail properly before answering, we will reply to tell you that we are looking into it and roughly when to expect the full answer. A holding message is not us stalling. It is us making sure the eventual answer is correct.
If you have not heard anything after a couple of working days, please check your spam or junk folder before assuming your message vanished. Automated filters are unpredictable, and replies do sometimes end up there. If it is not in either folder, send your message again. We would far rather answer twice than leave you waiting on a reply that never arrived.
One small request. Please keep the conversation in a single email thread rather than starting a new one each time. It keeps the full history together and means whoever picks it up can see everything that has already been discussed.
The Questions We Are Asked Most
Almost anything is fair game, but most enquiries fall into a few familiar categories.
Questions About the Products
These are the questions we enjoy most, and there are no silly ones. How much should you take. When in the day does it make sense to take it. What does a serving actually look like when it is scooped out. How does one product differ from another that looks broadly similar on the shelf. Can two products be used alongside each other.
If you are new to supplements and unsure where to start, say so. We would rather talk you through the basics, or tell you honestly that a product is not the right fit for what you are trying to do, than sell you something you do not need.
Ingredients, Allergens and Dietary Needs
If you have an allergy, an intolerance, or you follow a particular diet, ask before you order rather than after. Every ingredient is listed on the product label, but labels are dense and small, and it is entirely reasonable to want confirmation from a person.
Tell us exactly what you need to avoid and which product you are considering, and we will go through the label with you. Where a product is not suitable, we will say so plainly. We will not guess, and we will not offer reassurance we cannot back up. If we are unsure about something, we will check before we answer.
Orders, Delivery and Returns
This covers the practical side of things. Order confirmations that have not arrived, a delivery that seems to be taking longer than expected, tracking that has stopped updating, an address that needs correcting before dispatch, or an item that turned up damaged or incorrect.
Send your order number with your first message and we can look into it straight away. Where a change is still possible, we will make it. Where it is not, because a parcel has already left us, we will tell you honestly and explain what your options are from there.
Questions about returns are welcome too. If you are unsure whether something qualifies, describe the situation and we will give you a clear answer rather than pointing you at a policy page and leaving you to interpret it yourself.
General, Trade and Feedback
Everything else lands here. Questions from gyms, clubs, coaches and retailers about larger or repeat orders. Questions from people who write about nutrition and want accurate information. Questions about how we work and what goes into our products.
Feedback belongs in this category as well, including the critical kind. If a product did not meet your expectations, or the service fell short somewhere, we want to hear it. Complaints told to us directly are far more useful than ones we never hear at all, and they are the reason a number of things have changed over time.
A Note on Personal Health Questions
There is a clear line in what we can help with, and we think it is fairer to state it openly than to blur it.
We can tell you what is in a product, how much of each ingredient a serving contains, how it is intended to be used, and what is printed on the label. That is factual information about our own products, and we will give it to you as accurately as we can.
What we cannot do is give medical, clinical or personalised dietary advice. We are not doctors, pharmacists or registered dietitians, and we do not know your medical history, your medication or your circumstances. Answering as though we did would be irresponsible.
If you are pregnant or breastfeeding, taking prescribed medication, managing a health condition, recovering from illness or surgery, or buying on behalf of someone under eighteen, please speak to a doctor, pharmacist or registered dietitian before starting any supplement. The same applies if you have had a reaction to a supplement in the past, or if you are unsure how something might interact with a treatment you are already on.
That advice is not a way of avoiding your question. Ask us about the ingredients by all means, then take that information to a qualified professional who can assess it properly against your own situation. Between the two, you will get a far better answer than either of us could give alone.
If you ever feel unwell after taking a supplement, stop taking it and seek medical advice. Please let us know as well, including the batch number and best-before date, so we can look into it from our side.
Supplements Are One Small Part of the Picture
Supplements are only one small part of anyone's routine. They sit alongside food, sleep, training and everything else, and no product is a substitute for a varied and balanced diet. We would rather say that plainly than pretend otherwise.
If something on the site is unclear, if you are stuck between two products, or if an order has not gone the way it should, write to us. Nothing is too small to ask about, and you will get a straight answer from someone who has actually read what you wrote.
orders@fitlab-nutrition.comThanks for taking the time to get in touch.