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FAQ'S

FAQ'S
  • How do I contact Kinetica?
  • What order options do I have?
  • Are Kinetica products guaranteed?
  • What happens if my details change?
  • What if I forget my password?
  • How can I cancel or change items from an order?
  • What if I miss the delivery of the products?
  • Can I place an order and arrange for it to be sent to another address?
  • What happens if a product is not in stock when I order?
  • What are Kinetica’s delivery charges?
  • When will my account be debited?
  • Can I request a delivery time?
  • How long will it take to receive my order?
  • What if my order is lost or damaged?

How do I contact Kinetica?
You can call us between the hours of 9am to 5pm GMT, Monday to Friday on 0844 5444868. For further details Click Here


What order options do I have?
We are committed to your consumer experience, there is no need to register with Kinetica in order to buy sports nutrition products, however when you need to record registering will mean that your details (excluding card details) will be held on the system for all future orders. The process of manually inputting, billing and shipping addresses will be eliminated.

Are Kinetica products guaranteed?
All products can be returned to Kinetica directly for a full refund of their purchase price and are therefore fully guaranteed – within a timeline of 30 days from date of purchase.  If any product is not up to your expectations you can return it without penalty.

Product must be returned to;
Kinetica Sports Ltd.,
One Lyric Square, Hammersmith, London, W6 0NB

What happens if my details change?
You can change all your personal details on the basket page of the website. If you ever need help, please e-mail:customerservices@kinetica-sports.com

 
What if I forget my password?
If you forget your password, go to the "Login" page and use the "Forgot your password?" link. We'll send your registered password to the e-mail address we have on record. If this doesn't work, please contact www.kinetica-sports.com or Customer Services on 0818333939 between 9am and 5pm GMT Monday to Friday. You can also e-mail: customerservices@kinetica-sports.com

 
How can I cancel or change items from an Order?
If you have any problems please feel free to contact Customer Services on 0818 33 39 39 between 9am and 5pm GMT, Monday to Friday. If you wish to email us, please use customerservices@kinetica-sports.com

You can cancel any order placed with Kinetica, provided that the order has not yet entered the dispatch process. Please note we operate a fast dispatch system and items are usually sent out on the same day as the order is placed. To cancel your order please contact our Customer Services Team on 0818 33 39 39

If your order has been dispatched you will have to wait until your order is delivered before you can cancel the order and return the product.

 
What if I miss the delivery of the products?
Our couriers will attempt to deliver your products 2 times. Each time they will make contact to see when it is convenient for you to receive the order. In the case that you are not home each of the two times the order will be returned to Kinetica. The order will not be despatched unless additional transport costs are paid.

 
Can I place an order and arrange for it to be sent to another address?
Yes. You can set up a second address (such as a work address) to have your Kinetica product delivered to.

 
If a product is not in stock when I order?
If you place an order and we do not have a product in stock we will contact you as soon as possible to inform you of any delay and whether you will wait for the product to be available or cancel it from your order.

 
What are the delivery charges?
Delivery charges are as follows:
Next day delivery within the UK  - £5
Standard delivery within the UK – FREE
International delivery charges are calculated by weight and by destination and will be automatically calculated for you to see prior to checkout.
   
When will my account be debited?
Your account will be debited on the day your Kinetica order leaves the Distribution Centre, so payment will be made once we have checked that the product you require is in stock and ready to be sent out.

Can I request a delivery time?
For all enquiries reagrding delivery click here

How long will it take to receive my order?
If your order is placed before 12 o’clock then you can receive Kinetica product the next day. Our delivery charges are posted above but are £5 for UK Next Day Mainland delivery
 
What if my order is lost or damaged?
In the unlikely event we misplace your order click here

If the product or packaging is damaged, please indicate to the delivery driver and sign “damaged upon receipt” and visually check the contents before the driver leaves.