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Frequently Asked Questions

FAQ's

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About TheHealthBay.com

About TheHealthBay.com

TheHealthBay.com Ltd are on the UK’s largest and most successful online retailers offering our customers saving’s on thousands of health, beauty and fitness products. When buying direct from TheHealthBay.com you can save yourself up to 80% off typical high street prices on most of our products including health and beauty products, vitamins and minerals, sports supplements, health food, skin care, organic products, and fitness equipment. We are committed to offering all our customers a first class service whilst making shopping with us an enjoyable, safe and quick experience. Our customers always come first.

How can TheHealthBay.com offer such low prices?

Because you are buying direct from us, we are able to pass on all the savings to you. Unlike the high street retailers who work on much higher profit margins, our operating costs are significantly lower and we are able to cut out the middle man, which means you get much lower prices from us! Also, our 18,000 Square Feet of warehouse space means we are able to offer a wider range of products than most other high street retailers.

Shopping online with TheHealthBay.com

Shop with TheHealthBay.com

TheHealthBay.com is a leading online retailer of health, beauty and fitness products. We have designed our site to be as simple to use as possible. When you buy at TheHealthBay.com it is both easy and safe.

Choose a product:

So you have found a product you want to purchase – just click the ‘Buy’ button. The product will be added to your ‘Shopping Basket’ which is found on the top right of the page. You can find what you are looking for by either using the search facility at the top of the site or by browsing specific product categories or even brands.

Pay for your item:

So you are ready to buy – simply click the ‘Checkout’ button in the Shopping Basket.

Creating an account:

The first time you make a purchase with us you will need to register and create an account. The account will store your name, address and credit/debit card details. To set up your account will only take a couple of minutes and is completely secure and safe.

Payment Options:

Payment can either be made by Visa, Delta, MasterCard, , Electron, Solo, JCB, Maestro. You can pay using our main payment pages which are secured by Protx, or alternatively you can pay using your Google Checkout or Paypal account. If you are not comfortable about entering your card details online you can call us on 0845 505 7007 and one of our team will be happy to take your order over the phone.

Confirm your order:

So you have checked your order and clicked ‘Confirm’ – your purchase is now complete.

Can I alter my TheHealthBay.com account?

You can alter your account details at anytime by simply logging into my account

What payment methods do you accept?

Payment can either be made by Visa, Delta, MasterCard, , Electron, Solo, JCB, Maestro. You can pay using our main payment pages which are secured by Protx, or alternatively you can pay using your Google Checkout or Paypal account. If you are not comfortable about entering your card details online you can call us on 0845 505 7007 and one of our team will be happy to take your order over the phone.

When will my credit card be charged?

Your credit card is charged at the point of your order being processed.

What about VAT?

All prices shown are inclusive of UK VAT at 20% where applicable. At checkout VAT will be deducted where applicable. For deliveries outside of the UK you may be required to pay any applicable Sales Tax or Customs Duty charges in your own country.

Is it safe and secure to use my credit card to shop online with TheHealthBay.com?

The credit card area on our account is safe and secure. We use Protx to process our card transactions and so we don’t actually store your card details. Protx utilise industry standard Secure Sockets Layer (SSL) technology which allows encryption of all credit card information. This technology is used by all major online retailers and ensures that your transactions are safe and any information cannot be read by a third party. TheHealthBay.com are also proud to announce that we are PCI DSS Compliant which ensures that as an online retailer we are meeting all the necessary security standards and requirements that are intended to protect our customers data.

As well as being PCI DSS Compliant we are also Trustwave certified, which offers SSL technology to enable safe and secure transactions for all our customers. SSL certificates are an essential part of a secure shopping experience online.

Why has my payment been declined?

Card payments can be declined for a variety of reasons; is your card out of date? Have you entered your details correctly? If the problem persists please contact your bank or card issuer?

Will I receive an order acknowledgement?

As soon as your order has been received you will receive an order acknowledgement via email. You will then be sent an email to confirm the order has been despatched from our warehouse, which will also enable you to track your parcel.

Delivery & Returns

What are TheHealthBay.com delivery rates?

Please see our Delivery Information section for full details on our delivery rates and available services.

Do you deliver to international addresses?

Yes we currently deliver to Europe and the UK including the Highlands & Islands of Scotland, Northern Ireland, Shetland Islands, Isle of Man, Isle Of White, the Isles of Scilly, the Channel Islands & British Forces Post Offices (BFPO). Please see our Delivery Information section for full details.

How can I check the status of my order?

As soon as we have received your order, TheHealthBay.com will email you with your order reference number. You can use this number to check the status of your order by emailing sales@thehealthbay.com and one of our customer services team will be happy to help.

Why haven’t I received my order?

Your order will be sent out by Royal Mail First Class Post. Standard delivery time to the UK is 2 to 3 working days. Royal Mail will not deem a parcel to be lost until it has been in the postal system for a period of 14 days and 21 days for International orders. Although it is highly unlikely deliveries will take this amount of time we are unable to dispatch a replacement or issue a refund until this period of time has elapsed. If you have ordered a large item, please check that your local Royal Mail sorting office is not holding it for collection.

Can I return an item(s)?

We do accept items back at TheHealthBay.com but only if the items have been un-opened and are in a completely re-saleable condition. Any packaging, cellophane wrapping and tamper resistant seals must be intact – if they are not then the items cannot be resold and will not be accepted by our Returns Department.

How do I return my order?

We have made sure that the procedure for returning goods to us is very straightforward and is clearly explained in full in our Returns Information section of the site.

How long will it take to receive my refund?

TheHealthBay.com will refund your payment within 30 days of cancellation by way of original payment.

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