Contact us about an order, a return, a payment or a correction. One address, answered by a person, usually within one working day. There is no ticket queue that swallows things and no chatbot that asks you to rephrase the question.
The address is Contact@peakprotocol.co.uk. Everything below explains what to put in the message so you get a useful answer first time, and what we cannot help with however politely you ask.
On this page
- Contact us the quick way
- Orders, payments and returns
- Corrections and editorial contact
- What we cannot help with
- What to expect when you contact us
- What happens to what you send
- Before you contact us
- Response times by type
- If you want to complain
- Data requests
- Wholesale, press and partnerships
- Messages that are not from us
- What makes a message easy to answer
- Why there is no phone number
- When we are actually reading
- Common questions
Contact us the quick way
One address covers everything: Contact@peakprotocol.co.uk. There is no separate sales line, no returns portal and no account you have to create before you are allowed to contact anybody.
Three things in the message make the reply useful rather than a request for more information.
| If you are asking about | Include | Why |
|---|---|---|
| An order | Your order number | It matches your message to the order in one step |
| A payment | The amount, date and name on the account | That is what we match against the bank |
| A return | Order number and whether the item is unopened | It decides which process applies |
| Something arriving damaged | A photograph | One picture settles it in a single message |
| A correction to a guide | The page and what you think is wrong | It goes straight to whoever wrote it |
Orders, payments and returns
Most people contact us for one of three reasons, and all three are straightforward.
Payment details. Nothing is charged at checkout here. You place the order, then contact support with the order number and we reply with what you need to make the transfer. How to pay sets out the whole sequence, including why the details are not published on the site.
Returns. Unopened supplements can go back within fourteen days. Contact us first so we can give you the return address and match the parcel when it lands. Shipping and returns covers what applies to opened items and to anything faulty.
Something wrong with an order. Damaged, missing, or not what the page described. Contact us and it is ours to fix rather than yours to chase, and you do not pay to return anything that was our error.
Corrections and editorial contact
This site carries a lot of law, a lot of numbers and a lot of study interpretation, and some of it will be wrong. If you find an error, contact us with the page and what you think is wrong.
Corrections go to whoever wrote the page rather than into a support queue. When something is corrected the page changes and the correction is not hidden. We would rather republish with an awkward admission than leave a confident error standing, which is set out in our editorial policy.
We read every one of these even when we disagree with them, and a specific disagreement with a citation attached is the most useful message anyone sends us.
What we cannot help with
Three things come up often enough to be worth stating plainly, so nobody wastes a message.
We cannot give medical advice. Not about symptoms, not about whether you should take something, and not about what your blood results mean. Those are questions for a GP or a pharmacist who can see your history. Our medical disclaimer sets out why, and the NHS is the right starting point.
We cannot source anabolic steroids, SARMs or prescription medicines. Not for you, not for a friend, and not as a favour. We do not know where to get them and we would not say if we did. Messages asking are answered once with a link to the law guide.
We cannot advise on dosing anything controlled. The guides explain what compounds do and what the risks are. They stop before the part that tells you how to take one, and a message asking will not move that line.
What to expect when you contact us
A person reads every message. We aim to reply within one working day, and in practice most replies go out faster than that. If your order is urgent, say so and it is prioritised rather than worked through in order.
You will not get a templated answer that does not address what you asked, because there are no templates. You will sometimes get an answer you did not want, for instance that an opened tub cannot come back, and where that happens we explain the reason rather than citing a policy number.
If we get something wrong, say so in the same thread. Escalation here means the same person looking again rather than a different department, which is faster.
What happens to what you send
What you put in a message to us is kept for as long as it is needed to deal with the matter and to meet our record keeping obligations, and no longer. We do not sell it, we do not add you to a marketing list because you contacted support, and we do not pass it to anyone who is not helping us fulfil the order.
Our privacy policy sets out the detail, including how to ask for a copy of what we hold or its deletion. The Information Commissioner’s Office is the regulator if you think we have got that wrong.
One practical note: please do not put medical information in a message unless it is genuinely necessary to answer your question. We are not equipped to advise on it and we would rather not hold it.
Messages that are not from us
We never ask for card numbers, passwords or account credentials by email, and we will never phone you asking for them. Any message claiming to be from Peak Protocol and requesting those is not from us.
We will also never contact you to say that bank details have changed and ask you to send a payment somewhere new. That request is the signature of an invoice redirection fraud. If you receive one, do not act on it, and contact us using a reply to your own order email rather than any address in the suspicious message.
Before you contact us, two things to check
A good share of the messages we get already have an answer on the site, and finding it is faster than waiting for a reply. Two places are worth thirty seconds first.
The product page. If the question is what an ingredient does, what the dose is, who the product suits or whether it is worth buying at all, the product page answers it at length. Every one prints the specification, the cost per hundred grams and a comparison table against the alternatives on our own shelves, including the ones that beat it.
The relevant policy page. Payment questions are answered in full on how to pay, delivery and returns on shipping and returns, and what we hold about you on the privacy policy. Those three pages were written to remove the need to contact anybody, and they are kept accurate for that reason.
None of that is a discouragement. If the answer is not obvious in a minute, contact us and a person will find it for you.
Response times by type of message
Not everything takes the same time to answer, and it helps to know which is which before you wonder whether your message arrived.
| Type of message | Typical reply | Why |
|---|---|---|
| Payment details for an order | Same working day | It is a standard reply against your order number |
| Order status or tracking | Same working day | We can see it immediately |
| Return authorisation | One working day | It needs checking against the order |
| Something faulty or missing | One working day | We resolve it in the first reply where we can |
| Carrier enquiry on a lost parcel | Longer | The carrier sets that clock, not us |
| Editorial correction | A few days | It goes to the writer and gets checked properly |
| Wholesale or press | A few days | It is routed rather than answered by support |
If something has gone past those windows, contact us again in the same thread rather than starting a new message. A reply that has not arrived is far more often a spam folder than a message nobody read.
If you want to complain
Complain to us first and say plainly that it is a complaint, because that changes how it is handled rather than just how it is read. Tell us what happened, what you want done about it, and attach anything that supports it.
We will acknowledge it, look at it properly and come back with an outcome rather than a holding line. Where we were wrong we say so, fix it, and tell you what has changed so it does not recur. Where we think we were right we explain why, which is not the same as refusing to engage.
If that does not resolve it, your statutory rights are unaffected and you can take a consumer complaint further through the Citizens Advice consumer service, which can refer matters to Trading Standards. Nothing on this page or in our terms limits that.
Data requests and the right to be forgotten
You can contact us to ask what personal data we hold about you, to have it corrected, or to have it deleted. Use the same address and say clearly which of those you want, because the three have different processes behind them.
We respond to data requests within one month, which is the statutory period. Where an order is recent, some records have to be retained for accounting and consumer law purposes even after a deletion request, and we will tell you specifically what is being kept and why rather than refusing in general terms.
The privacy policy sets out the legal bases and retention periods in full, and the ICO explains your rights independently of us.
Wholesale, press and partnership enquiries
The same address handles these. Put the word wholesale, press or partnership in the subject line so the message is routed rather than answered by order support, which saves a day.
For press, it is worth knowing what we will and will not do. We will talk about UK supplement law, about what the evidence supports, and about why we publish harm reduction material as a retailer. We will not provide a quote endorsing a product beyond what its authorised claims allow, and we will not appear alongside content that presents supplements as alternatives to controlled substances.
For affiliate and link requests: we do not buy links, sell links, or exchange them. If you contact us about that, the answer is no, and it will be the only reply.
What makes a message easy to answer
Every message gets an answer either way, so none of this is a hurdle. It is simply what turns a two day exchange into a single reply, which is better for both of us.
Include the order number if there is one. Say what you expected and what happened instead, in that order, because the gap between those two is usually the whole problem. Attach a photograph for anything damaged, mislabelled or wrong, since a picture settles in one second what three emails cannot.
For a question about a product, name the product and the dose you are asking about. For a correction to a page, quote the sentence and link the source you think we got wrong, which is the most useful message anyone sends us and the one most likely to change a page the same day.
What you never need to include is a reason for asking. Nobody here will ask why you want to know something, and nothing you contact us about goes anywhere beyond the person answering.
Why there is no phone number
A fair question, and the honest answer is not that a phone line would cost too much. It is that a phone line answered badly is worse than no phone line at all, and answered well it would still be worse than email for almost everything people contact us about.
Most questions here need a dose checked against a label, a batch traced, or a page of research read before an answer is worth anything. On the phone that becomes somebody guessing to fill the silence. In writing it becomes an accurate answer a few hours later, and one you can keep.
The other reason is discretion. Given what this site covers, a written exchange you control is preferable for many people to a call that might be overheard, and email leaves you in charge of when and where the conversation happens.
When we are actually reading
Messages are read on working days, and the honest version is that they are read in the morning and again late in the afternoon rather than continuously.
A message sent on a Friday evening is answered on Monday. A message sent on a bank holiday waits for the next working day. We would rather say that than advertise a response time nobody keeps, and nothing about how you contact us changes those hours.
Order confirmations, dispatch notices and tracking are automatic and do not wait for anybody, so a weekend order still ships on the normal schedule. It is only the replies that are human, which is the trade this contact page is making deliberately.
Common questions about how to contact us
How long does a reply take?
We aim for one working day and usually beat it. Mark a message urgent if your order is time sensitive and it gets prioritised.
Is there a phone number?
No. Everything is handled by email so there is a written record on both sides, which matters most on payments and returns.
Can you tell me whether a supplement is safe with my medication?
No, and nobody should from an email. That is a question for the prescriber or a pharmacist who can see your full list. It is the single most common reason to ask before buying rather than after.
Do you reply to editorial corrections?
Yes, and they go to whoever wrote the page. A specific disagreement with a citation is the most useful message we get.
What if I contact you and get no reply?
Check your spam folder, since replies from a newer domain sometimes land there, then send the message again. Nothing is ever ignored deliberately.
Can I contact you about a wholesale or press enquiry?
Yes, the same address handles it. Say which it is in the subject so it gets routed to the right person rather than to order support.
The fastest way to contact us is still the same one address: Contact@peakprotocol.co.uk. If your question is about what a product does, the product page probably answers it, and the FAQ covers the questions we are asked most.