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Help Topics

  • Account Sign-In & Account Linking
  • Account Management
  • Contact Us
  • Orders
  • Pricing
  • Delivery
  • Returns

 

Account Sign-in & Account Linking

Will my business & pricing terms be transferred to the new account?

Yes - Your business terms with Performance Health will be transferred automatically and will be shown upon login.

 

If I have an existing account, do I need to set up a new account?

No - Your account will be available upon login. If you've registered online prior to 4th December 2017 and are logging into our new website for the first time you will be required to use the "forgot password" function to re-establish your login credentials. Please note, your login ID is now your primary email address. If you do not know the primary email address associated with the account, please contact our Customer Service Team on 03448 730 035.


I usually place my orders via the customer services team but wish to place my order online, do I need to set up a new account?

No - You will need to click on the "Register" link at the top of the page and then follow the instructions on screen. In order to link your account you will need to select 'Yes' and then fill out the required fields in the verification form. You will be required to provide your Billing Account Number, Billing City and Post Code when prompted in order to proceed. You will then be asked to enter your email address and create a new password. Once submitted this will link your account.

 

Do I have to place all orders online?

No - Our new Performance Health website allows you to place orders and manage your account at your convenience. However you may also contact our Customer Services Team who are available Monday-Friday 08:30 - 17:00 on 03448 730 035.

 

Account Management

Can I track my order status?

Yes - Upon completion of your order on our website you be able to access the My Account area when logged in to check your order status and track your order.

 

Will I be able to see my previous purchase history?

Yes – However your order history will be generated following your first order using our new website.

 

How do I manage my account online?

When you log into our website, hover over the ‘My Account’ area at the top of the page and click on the ‘Account Overview’ link. From here you will be able to check the status of your orders, update your addresses and personal information, track orders, reorder products, manage payment information and favourite lists.

 

Contact Us

How do I contact the customer services team?

Customer Services can be contacted on 03448 730 035 between 08.30 and 17:00 Monday to Friday or email us. For full contact details, please visit our Contact Us page.

 

Orders

What are the payment methods for placing orders?

We accept payment on our website via Visa / Mastercard alternatively If you have a Performance Health credit account you can charge your purchases to this.

If you are a business and wish to apply for credit terms email our Customer Services Team on ukretailsales@performancehealth.com

 

Do I get a VAT receipt?

Yes – your order acknowledgement will show a VAT number.

 

What happens if I order a product and it has been priced incorrectly?

If we discover a pricing error on the Performance Health website, we will inform you as soon as possible (e.g. prior to the goods being despatched). We will provide you with the option to reconfirm your order at the correct price or cancel it. If we are unable to contact you, we will treat the order as cancelled. If you choose to cancel and have already paid for the goods, you will receive a full refund.

If you purchase a product and the price increases (due to normal fluctuations e.g. product going into or coming out of promotion) before the product is shipped, we will honour the price on your order.

 

Pricing

Is VAT included on all products?

Vat for your order will be displayed on the checkout page against order total. Any Vat Exempt items will be indicated on the product pages and during checkout. If you are eligible for Vat Exemption you will need to tick the declaration checkbox at checkout. In order to validate your exemption status you will be required to email a copy of your exemption certificate to ukretailsales@performancehealth.com before we can process your order. Alternatively you can post a copy of your certificate, see our contact us page address details.

 

Can product prices change?

Prices charged on our website will be those effective at the date of receipt of your order.

 

Delivery

If the product I ordered is in stock, when will the order arrive?

When we receive your order, our aim is to ship it to you as quickly as possible. Most orders arrive within 3-5 working days for UK mainland and this can vary from the standard delivery times for other areas. If you have not received your order within 7 working days from shipment, please contact our Customer Services Team on 03448 730 035.

 

What happens if my goods don’t arrive?

If you have not received your order within 7 working days from the point Performance Health have shipped it, please contact our Customer Services Team on 03448 730 035 or email ukretailsales@performancehealth.com

 

If the product is not in stock, when will the order arrive?

If the product is not in stock at the time of your order this will be displayed on the product pages and on your order confirmation receipt. If you want to find out when an Out of Stock product is likely to be available please contact Customer Services on 03448 730 035.

 

If my order contains multiple products, some are in stock and some are out of stock. When will the order arrive?

When we receive your order all items in stock will be shipped to you as quickly as possible and should arrive within 3-5 working days. Any products not in stock when you place your order will be shipped to you as soon as they become available. There will be no additional shipping charges. You will be notified by email when your order has been shipped.

Returns

Can I return my goods via the new website?

Unfortunately not, for all returns please contact our Customer Service Team on
03448 730 035.