SHOPPING AND PAYMENT INFORMATION 
Shopping with Physique-IQ.com is very easy and straightforward process. We have designed the site to be as user-friendly as possible for all and we hope you find it a pleasant online buying experience. Please read the following guide to purchasing items with us which should answer most questions. If you cannot find an answer to your question here please do not hesitate to contact us.
SIGN-UP ACCOUNT
By signing up to an account with our site you can save all your delivery details and make it easier for us to contact you about your orders. You can create an account with a private password and maintain this account through the site. Once signed up you can place new orders, re-order favourite items, rate and review items for the benefit of the physique-IQ community as well as receive special offers, unique discount schemes and enter competitions. There is no charge or subscription fee to open an account.
Physique-IQ takes your personal data security very seriously. We never share your details with any third party and all information is held in an secure fashion. We comply with all data protection legislation and you can view or delete any information held on your account by application.
SHOPPING
You can find numerous articles and guides on our site to help you make your purchase decisions, you can also ask our team of experts for individual advice before you buy. It's also worth looking at any user reviews that might help you with your decisions. Every product in our range will have as much information as possible written by our team to help you understand what it is and does and who it's for. If you are ever unsure of what you need or can't find a product you want feel free to contact us. We're happy to help.
You can shop by manufacturer or by product categories from the menus on the left side of the screen. You can also search for a specific item through the search box. Keep an eye on our suggested and related item menus too which may help you find items that will be of use to you. Our front page will also have details of kits and special offers that are currently available.
All our products will generally have advice on availability. If an item is out of stock we always endeavour to list when it will become available again. In some circumstances however an item may become out of stock for reasons beyond our control and we will always email you about this to advise you of any delay or offer alternative options.
Out of stock or discontinued products will often have a suggestion for the closest similar alternative.
Some products may be listed as backorders or pre-sale orders. For very popular products which may sell out regularly, or new products due for launch, you may purchase these items and be placed on back order. Back orders secure your place in the queue and items will be shipped as soon as they become available.
Much like a supermarket simply choose the number of each product you wish to buy and click the 'Add to Cart' button. You will see your shopping cart and running total shown as you buy.
Once you have chosen all the items you want you can move to the check-out and enter your payment details.
CHECK OUT & PAYMENT
At the checkout you can confirm your delivery details. Please make sure you fill out all the required fields as accurately as possible to ensure that your order is not delayed.
Please be aware that all first time orders will only be sent to the registered card holders address or a verifiable business address. We cannot ship any first time orders to an unverified third party residential address due to anti-fraud protection measures. Subsequent orders may specify a third party address for delivery.
When you fill out your billing details please remember that this must match the address to which your card is registered. Failure to list this correct address is likely to result in your payment failing.
You can make payment by any of the Debit or Credit cards listed. Your card details are entered on a secure page and encrypted. Payment is made through the ProTX secure payment gateway. Your information is encrypted at all stages and is 100% secure.
To combat fraud all available verification measures are used to process your payment, including 3D Secure. This includes card issuer measures such as Verified by Visa and Mastercard Authorisation. You may be re-directed to a further verification page for these procedures which are run by your card issuer to ensure maximum safety on the internet and reduce fraud.
Please ensure you follow all instructions on the payment screen and do not attempt to submit details twice as this may result in duplicate payments being taken. If you experience any technical problems during the payment process please cease use and contact us directly to ensure you do not accidentally place multiple orders.
Payments are processed Monday to Friday 9am - 5pm. No processing takes place on Saturdays, Sundays or Bank Holidays. To be sure your order is fulfilled promptly please ensure your order is placed before 1pm. Orders placed after 1pm may be shipped the next working day. For further information on despatch please see our Shipping Information.
FREQUENTLY ASKED QUESTIONS
Q: I have forgotten my username/password, what do I do?
A: Underneath the login button you will find links for forgotten passwords or usernames. Click on these to follow the procedure for reminders and resetting usernames/passwords. If you still have technical difficulties, please contact us directly.
Q: I am having technical problems with the website, what do I do?
A: Please first check you can connect to another website, if you are having difficulty with other sites this is likely to be a fault with your internet connection. Please also check that you have set your browser to accept cookies and that SSL is allowed. These options ensure that your cart will function correctly and that you can access secure pages when sending payment information. If you still have technical issues with the website please contact us directly for further help.
Q: Can I have more information about a product?
A: We endeavour to provide as much information about a product as possible. We generally include a thorough review by our expert team as well as the manufacturers descriptions and you will find these are far more indepth than many of our competitors. However if you cannot find the specific information you require please contact us and we will do our best to answer your question as soon as possible.
Q: Why does your product information differ to some other websites?
A: Many websites do not have specific product knowledge and simply list the basic information about products which, unfortunately, can sometimes be incomplete or in some cases even false. Our product reviews are conducted and written by individuals who have working knowledge of the products and can usually offer a more thorough and honest approach. We like all our customers to be well informed and understand that they can trust us to offer the right products for the right goals at the right price.
Q: I have a specific medical condition or dietary requirement, can you advise me on what to choose?
A: Our products will often come with information on who should and should not use these products but if you have a specific question not covered on the product you can contact us for individual advice. Where the information is available to us we can cover dietary restrictions such as Vegetarian/Vegan, food intolerances or religiously restricted diets. We provide this information based on manufacturers details and cannot independently verify this if this information is not supplied to us. For medical conditions we can offer the best information available to us however any advice offered by us is not intended to treat, diagnose or cure a medical condition and never supercedes advice from a medical professional. If you are in any doubt about a medical issue you should always seek advice from your GP or registered health care professional.
Q: What is the RRP and why do your prices differ?
A: RRP is the Recommended Retail Price and is the price a manufacturer sets for its product to be sold to the public. As an internet supplier we are often able to keep costs down and can therefore offer a large discount on this. Depending upon the product, we can offer varying percentage discounts. We also have special offers, kits and sales where items may be discounted even further.
Q: Do you plan to stock other brands?
A: Here at Physique-IQ we are constantly testing and looking to expand our range with the very latest and most effective products. We do not stock brands that are below our strict standards, even if they are popular, we believe in results over hype. We do carry a range of brands that are exclusive to us. However, there are a lot of ranges out there - if you believe there is a brand, mainstream or cutting edge that we should be stocking please contact us and we will certainly check it out.
Q: What's the best way to keep my supplement costs down?
A: First of all we advise that you read the Buyer's Guide on our website. This will give you a thorough understanding of what sorts of products will be useful to you and in what sort of order. Second always check out our kits and special offers where we offer heavily discounted and price-saving packages. Third make sure you sign up to an account, we will send registered members first choice bulletins on sale items, members discounts and other unique offers. Physique-IQ always endeavours to keep our product prices competitive.
Q: My product was available but you have emailed me to say it out of stock, why?
A: Our website is updated frequently but occasionally a rush of sales on a popular product, or damaged stock may mean that an item becomes unavailable after you have purchased it. In these circumstances we will always contact you to inform you of any delay or problems. We do not generally ship substitute products unless you advise us that this is acceptable. We will always seek your instruction as to whether you prefer an alternative, to remain on back order or to cancel and refund the order.
Q: What are backorders and preorders?
A: For popular products that sell out regularly you may place backorders to ensure you receive the item as soon as it returns in stock. For items that are due for launch soon and are generating a lot of interest and are likely to sell out rapidly you can place a preorder to ensure that you don't miss out. All normal purchasing laws and regulations apply to backorders and preorders.
Q: Is shopping on the internet safe?
A: Absolutely. Your card payment details are encrypted and processed through a 100% secure gateway operated by ProTX one of the largest and most popular payment systems online. Your card details are secure and not displayed or stored on a website. Your card issuer will cover you for the fraudulent use of a stolen card - please check with your card issuer for further details. We also use the 3D Secure systems now offered. This requires users to set up a username and password unqiue to their card, much like the Chip & Pin system. This ensures that your card is verified for use only by you and vastly reduces fraud. Physique-IQ takes your card security very seriously and we endeavour to make use of the latest security measures to ensure your peace of mind while shopping online.
Q: My payment has been declined, why?
A: Your credit or debit card information is processed through the ProTX secure gateway and checked against your card issuers information. Payment can fail for various reasons.
You may have insufficient funds/credit in your account. You can check this by contacting your bank/card issuer or using internet or phone banking to ensure you have adequate funds/credit.
You may have entered the card number, expiry date or CSV (The security digits on the rear strip of the card) incorrectly or you may have missed off the Issue number (on cards that require this). It's very easy to enter a wrong digit somewhere so it's best to double check you have entered everything correctly when ordering.
Your card may have expired - in this case you should have received a new card from your issuer - please check directly with your card issuer to ensure this is the case.
Your registered billing address must also match the address held with your card issuer, if the address and postcode do not match the card will fail to verify. Please check you have entered the billing address of your card as it is shown on your bank or card statement. If you believe your card issuer may hold incorrect details please contact them directly to update them.
The card may have been registered as lost or stolen. In this instance contact your card issuer immediately.
For improved security Physique-IQ uses the 3D Secure payment methods which require you to have an online name and password for your card. These systems are operated and provided by the card issuers and not Physique-IQ. You may have failed to enter the correct name or password at this stage. If this has occurred please contact your card issuer directly.
Please note that Physique-IQ can certainly try to help you with payment problems but we do not have access to your card or banking details directly nor can we accept any payment that is declined by your bank/card issuer.
Q: I would like to cancel/return an order, how will I be refunded?
A: Refunds will always be applied to the card you used to purchase items. We cannot refund to a different card. For more details on cancellations and refunds please see the Claims & Returns information.
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