Shipping
Orders placed before 1.00pm are dispatched the same day Monday to Friday (excluding UK bank holidays). Orders placed after 1.00pm will be dispatched the next working day. If there are any changes to this, we will inform customers via a message at the top of our website.
All delivery costs will be confirmed at checkout before you make payment.
Wherever possible multiple products from a single order will be sent together, although there may be occasions where products are sent separately. We will contact you directly to confirm this.
If you decide to cancel your order, you can do this by notifying us within 14 days of receiving your goods. It is your responsibility to return the goods at your own expense and your refund will be processed upon receipt of the goods. You must ensure the goods are packed adequately to protect against damage. See our Returns & Refunds policy for further details.
Order Tracking
Once full payment has been received we will dispatch your order and send you a confirmation email which will contain details on how to track your order (if tracking is available via the service you have chosen).
In some cases, tracking information may not be immediately available for you to view. This is due to the time it takes for our couriers to load your delivery information on their systems. If this is the case, please allow 12 hours and then try again.
Delivery costs - standard orders under 2kg in weight
Most orders for ProVen Biotics products will weigh less than 2kg and will incur the following delivery charges.
Orders over £50 will be eligible for free standard delivery and orders over £75 will be eligible for free next-day delivery.
Deliveries within the UK (including Northern Ireland)
| Cost | Target delivery times | Tracking included | |
| UK orders under £50 | £3.95 | 3-4 working days | No |
| UK orders over £50 | FREE | 3-4 working days | No |
| UK next day delivery | £7.95 | Next Day* | Yes |
| UK orders over £75 | FREE | Next Day* | Yes |
*Please note: this is a two-day service to the Channel Islands, Northern Ireland and remote parts of the UK (e.g. Outer Hebrides, Shetland Isles)
Next day delivery is available in the UK for orders made Monday to Thursday at £6.99 per parcel (for orders placed before 1.00pm).
Deliveries to Ireland, Isle of Man and Channel Islands
We offer a Royal Mail untracked service and a fully tracked courier service to Ireland, the Isle of Man and Jersey and Guernsey.
| Service | Cost | Target delivery times | Tracking included |
| Royal Mail | £8.95 | 3-5 working days | No |
| Courier | £25.99 | 1-3 working days | Yes |
Deliveries to Europe and the Rest of the World – courier only
Due to problems with standard delivery in Europe and the rest of the world, we have taken the decision to send all parcels via courier service. This will help to ensure that deliveries can be tracked and arrive with our customers in a timely fashion. Details of the costs of deliveries to each region are included in the table below. Please note we do not deliver to PO boxes.
Any orders being sent to a commercial address may be subject to additional paperwork and costs. Therefore, it is advisable to send to a residential address.
Please Note: any international orders may be subject to additional import taxes whilst going through customs. You, the customer are liable for these additional charges. Failure to pay will result in the goods being destroyed or returned to ProVen Biotics and ONLY the goods value being refunded.
List of countries we deliver to include: Aland Islands, Albania, Andorra, Australia, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Cambodia, Canada, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Iceland, India, Ireland, Isle of Man, Israel, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Moldova, Montenegro, Netherlands, New Zealand, North Macedonia, Norway, Poland, Portugal, Qatar, Romania, San Marino, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, Spain, Svalbard and Jan Mayen, Switzerland, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, United States, Vatican.
If you wish to order directly within the United States and Canada, please visit our dedicated website to facilitate your order. This will help reduce your delivery costs too.
Please Note: We are no longer able to deliver to Japan, Hong Kong, China, Nigeria, and Macau.
| Destination | Cost | Target delivery times | Tracking included |
| Europe | from £25.99 | Up to 7 working days | Yes |
| USA and Canada | £39.99 | Up to 10 working days | Yes |
| Australia and Far East | £35.99 | Up to 10 working days | Yes |
| New Zealand | £59.99 | Up to 10 working days | Yes |
| Singapore/Thailand/Cambodia | £41.99 | Up to 10 working days | Yes |
| Middle East | £39.99 | Up to 10 working days | Yes |
Delivery costs - large orders over 2kg in weight
For larger orders that weigh over 2kg, the following delivery costs apply.
Large orders in the UK will be delivered free-of charge via next-day delivery, but shipping large orders overseas will incur higher charges to allow us to fully insure the order against loss or damage during delivery and any customs clearance fees. If you are located outside the UK and wish to place an order that weighs more than 2kg, please contact us directly via telephone or email (see details below).
| Postal area | Cost | Target delivery times | Tracking included |
| UK | |||
| England, Wales & Scottish Lowlands | FREE | Next day | Yes |
| Scottish Highlands & Islands, Northern Ireland | FREE | 3-7 working days | Yes |
| Channel Islands | FREE | 3-7 working days | Yes |
Returns & Refunds
Whilst we hope you are completely happy with your purchase, we understand that in some cases you will want to return your order for a variety of reasons. If this is the case, we will do all we can to make the returns process as easy as possible.
When your order is delivered, we recommend that you inspect the product for damage and keep all the packaging including the delivery box for a period of 14 days.
We also recommend that you read our Terms of Use in conjunction with the following information.
Returns
If you are not entirely happy with any of the ProVen Biotics products you have purchased, please contact us by phone, email or letter within 14 days of receiving your goods and return the product by recorded delivery within 30 days for a full refund.
You can contact us by phone on 01639 825107, email at info@provenbiotics.uk or post at ProVen Biotics, c/o Sales & Marketing, Unit 34 Christchurch Road, Baglan Industrial Estate, Port Talbot SA12 7DJ
Please do not return an item without first contacting us. Please see our returns procedure for more information.
If you’ve changed your mind
Provided you contact us within 14 days of receiving your items, you have 30 days starting on the day after you received the item(s) to return your order for a full refund.
All items must be returned unused and in the original packaging.
Wrong item(s) received
Please accept our apologies if you have received the wrong item.
If you have received the wrong item(s), you must contact us within 14 days and return the item(s) in the same condition you received them within 30 days to qualify for a refund or a replacement.
Damaged/faulty item(s)
Please accept our apologies if you have received damaged or faulty goods. We endeavour to provide adequate packaging to protect the item(s) in transit, but sometimes the damage is out of our control.
For damaged or faulty items please contact us as soon as possible to explain where the fault or damage is located and we can then explain what to do next.
Please contact us before returning the item.
Item(s) not received
Please accept our apologies if you have not received your item(s). This happens very rarely, but when it does we appreciate how frustrating it can be and will do our best to resolve this as quickly as possible.
Before contacting us please leave a reasonable amount of time to allow your delivery to arrive – our estimated delivery times are shown above.
Delivery may be delayed by couriers due to busy periods, such as Christmas, or due to adverse weather conditions.
To receive a refund or a replacement product you must contact us within 14 days after you receive the email confirming dispatch of your item(s).
Our returns procedure
- Please contact us to report your return. For UK customers call on +44 1639 825107 or via email or post, for customers located outside of the UK please email.
- You will need to provide details including your name and order ID (you’ll find this on your order confirmation e-mail), and let us know why you would like to return your item.
- Please package the item securely and include inside the package your order number, name and address.
- Ask for a proof of postage from the Post Office or your chosen courier when you send your item to us. Proof of postage does not cost anything, but without it, we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
- Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
- As soon as the item is back with us and has undergone routine checks, we will be able to either exchange or refund your item as agreed.
Cost of returning items
Please note that we can only refund the postage costs for returning an item where we sent the wrong item(s) or if the item(s) are damaged or faulty.
Refunds
We want you to be happy with your purchase. If you are not, you can return the product(s) to us, following the returns instructions above, and we will exchange or refund the value of the item(s) to the credit card/debit card/Paypal account of the person who originally placed and paid for the order.
Following cancellation, we will refund the price paid for the cancelled order (or part of the order cancelled), but not including any collection or return delivery charges. We will pay the refund within 14 days after the day:
- you notified us to cancel your order, where you have not received the goods (and the goods have not been dispatched to you) or where we have agreed to collect the goods; or
- we receive the goods you returned to us; or
- you provide us with a proof of return for the goods, where you have returned the goods but we have not yet received them.
Further information
If you have any further questions relating to delivery and tracking please contact us.