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Frequently asked questions

Frequently asked questions

We are looking forward to helping you out. However, before reaching out to us please check the list of most frequently asked questions. This will give us more time to answer specifics and it saves you time waiting for our reply.

Help Categories

Please select a category to jump to those questions, don’t see what you’re looking for? Why not contact our support team for further assistance. 

  • Payment Methods & Currencies

    • The Grenade Website accepts many forms of payment methods. These include: Visa, Visa Debit, Visa Electron, Mastercard, Maestro, Paypal, Apple Pay, Google Pay, Amazon Pay and Klarna. Cards will be charged when the order is placed.

    • On our website we are happy to accept and process payment through a number of different currencies. These include: Great British Pound (£), US Dollar ($) and the Euro (€).

  • Product Questions

    • A select number of Grenade products contain gelatine which is derived from a bovine source (cattle), these are listed below:

      All Carb Killa Bars – except Dark Chocolate Raspberry which is vegetarian.

      Thermo Detonator

      AT4

      Black Ops

    • Informed-Sport is a global quality assurance program. The program certifies that every batch of a supplement product and/or raw material that bears the Informed-Sport logo has been tested for banned substances by LGC's world-class sports anti-doping laboratory.

      We have a number of products on this programme and you can check us out on Informed-Sport’s website here – www.informed-sport.com/supplement-search/brand/grenade

    • This information is clearly stated within the ingredient’s listings on product pages and on packaging.

      However, in terms of the Carb Killa bars, please AVOID Peanut Nutter, Cookie Dough and White Chocolate Salted Peanut flavours if you are allergic, as they all contain peanuts.

      Please note that several of our products are made in a facility which handles peanuts, nuts and other allergens therefore please consult the specific product allergy information.

    • For all of the Grenade products using palm oil, we ensure that the ingredient is sustainably sourced. All palm oil used in Grenade products is certified as sustainable by the Roundtable of Sustainable Palm Oil (RSPO).

    • Sealed goods (including cartons) which are not suitable for return due to health protection, if the goods become unsealed after delivery

      Goods likely to expire rapidly (sold to you as short dated stock)

      Non complete items i.e. boxes of bars with the full sealed box not being returned

    • The gelatine used in a selection of Grenade products are from a bovine source (cattle) and is certified Halal.

      For further confirmation please do not hesitate to reach out to our Customer Experience Team info@grenade.com

  • Discount / Coupon Codes

    • Unfortunately, we are unable to part-refund orders once they are processed.

    • At certain times, Grenade® may promote special offers / bundle packages. Please note, Grenade® coupon codes WILL NOT BE VALID for these offers / packages.

    • Yes! 😊 Loyalty points can be used on any Grenade.com orders.

      If loyalty points or discount codes are applied on gift with purchase offers and the order total falls below the minimum spend threshold, the order will no longer be eligible, and the free gift will be removed.

  • UK Delivery Information

    • At Grenade® we pride ourselves on our service times from order to delivery.

      Delivery on all UK orders over £30 is free, any orders below £30 will be charged £4.99.

      We offer next working day delivery for all orders received by 11pm Monday to Friday.  Orders placed after 11pm will have a 2 day delivery time. For orders placed over the weekend your items will be dispatched on the following Monday, for next day delivery. (Please allow 24 hours extra delivery time for our customised Pick and Mix boxes)

      *** Please be aware that with certain promotions or when we launch new products there maybe a delay on delivery due to increased demand ***

    • Yes, we can send your order to an alternate address. We will also need the cardholders billing address for security checks, but the order will be shipped to the address that you enter in the delivery details section of the checkout form.

      Please be aware that we cannot guarantee that once your order is placed the shipping address can be changed.

    • If you are a UK customer and have not received your order within the estimated time frame above, please follow the below link to our courier’s website. You will need your parcel number which can be found in your delivery e-mail and on the ‘My Orders’ section of our website (the number will begin with 1550). You can then track your delivery through DPD:

      www.dpd.co.uk

      **Please allow an extra 24 hours delivery time for our customised Pick and Mix boxes

    • BFPO sites cannot accept ‘Grenade shaped’ products. This would include Thermo Detonator, Thermo Detonator Stim Free, Black Ops, Killa Ketones & AT4 (Please note Grenade shakers are included in this).

      We ship to all BFPO addresses and the delivery charge is free for orders over £25. The weight limit is 11kg to most BFPO addresses; however OP Henrick has a weight limit of 2kg. Please make sure the products you order do not exceed that limit as this may result in you paying a delivery fee. We cannot be held responsible for items that are damaged in transit to BFPO addresses. We cannot be held responsible for parcels that are shipped to BFPO addresses that are not delivered / go missing in transit.

    • You will receive an order confirmation once your order has been placed. Following this, you will receive shipping details and DPD delivery information within 48 hours of your order. Occasionally, our delivery to you may be affected by an event outside of our control. If you are not going to be in, or would like to amend your delivery, please find alternative options through DPD’s tracking system.

      **Please allow an extra 24 hours for dispatch of our customised Pick and Mix boxes

    • Address change:

      We are unable to change an address or details once your order is confirmed. Once DPD send you the tracking details for your order, you will be able to go on and change your delivery address with them.

      Cancelling an order:

      We are unable to cancel an order once it has been confirmed. Once DPD send you the tracking details for your order, you will be able to select 'return to sender'. This will return it back to our warehouse. Once receive it back, we can refund you. 

    • Due to the nature of this customised product, it does include 1 extra working day on delivery, to track your parcel click here.

      For further information please
      do not hesitate to reach out to our Customer Experience Team info@grenade.com

  • Returns

    • Unfortunately, as all of our consumable products are perishable, these items cannot be returned to us unless faulty. 

      If you want to chat through an order you have recently placed please contact us on info@grenade.com or catch us on our live chat and one of our team can help you out!

    • Unsatisfactory quality, not fit for purpose or not as described products are deemed as faulty. If you have received a faulty item, please send us the following information to info@grenade.com:

      - Your full order number

      - Product name

      - Photographs that show:

      The fault as clearly as possible, the whole product and the Grenade logo / label

      Please don’t send your faulty item back to us until you have been on touch with us.

    • Products must be returned within 28 days of delivery and must be unworn and unwashed with all tags still attached.

      Refunds are processed to the original payment method and orders placed separately cannot be returned as one. Combining orders will slow down the refund process.

      Please complete the Returns Form enclosed with your order. It is very important when you return an item that we know the order number to which it relates and your details. Without these details we won't be able to process your refund. If you have lost your Returns Form, please e-mail us.

      Please keep hold of your proof of postage until a refund has been processed.

      The refund is for the goods and the original delivery cost, not for the cost of sending the goods back.

    • We currently do not offer exchanges. To make our returns process as easy as possible, we only offer refunds.

    • Please allow 7-10 working days from receipt of your goods at our warehouse for the return to be processed. You will receive a confirmation email once your return has been processed with a refund receipt

    • We are unable to accept any returns or exchanges on free gifts.

  • eGift Cards

    • You can purchase an eGift Card here. eGift Cards are not physically shipped, you will receive a confirmation email containing your eGift Card code. The eGift card will come to the email address registered to the account that purchased the card.

    • Yes! Place the order using your details (name and email address) and forward the Gift Card to them. Alternatively, you can print off the code and give it to them this way!

      Please contact info@grenade.com if you need any assistance with your gifted eGift card.

    • Grenade® eGift Cards are valid for 12 months from date of purchase.

    • No you don't! The amount you spend will simply be deducted from your eGift Card credit. You can then use the same eGift Card code on a future order.

    • Yes! You can use eGift Cards during a sale and in conjunction with discount codes.

    • Yes!

    • Refunds will be issued back to the original payment method. Orders paid using split payment (part eGift Card, part other payment method) will always be refunded to the eGift Card(s) first. Any remaining balance will be paid back to the other payment method originally used, which will appear in your account within 3-5 working days.

    • eGift cards are only valid for Grenade.com and the store it is issued on. For example, an eGift Card purchased or issued on the UK store at grenade.com, it will only work here.

    • eGift Cards cannot be reloaded. A new eGift card will need to be repurchased.

    • Unfortunately eGift Cards are non-refundable or transferable.

    • If you need any further help, please contact our Customer Experience team on info@grenade.com.

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