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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 and Paypal. 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

    • Grenade has several products approved by The Vegetarian Society, please check out our product pages for further information!

    • 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).

    • Subject to your right to cancel the contract within 14 working days, we will only accept the return of items if they are faulty or have been sent to you in error. If you are returning an item because it is faulty or because of an error on our part we will be happy, where applicable, to refund the delivery charges incurred in sending the item to you and provide you with a freepost address for return of the goods.

      To return a faulty item please telephone websales on 02477 170100 (UK and EU) or e-mail us for return authorisation and our Return address. Your right to cancel, or the ‘Cooling Off’ period, is fourteen working days after the day on which the goods are received.

      Please package the relevant item securely and send it to us with the delivery note so that we receive it within fourteen working days of the date that the item was delivered to you. If you decide to return the goods within these time limits, you are entitled to expect your money to be refunded within 30 days. For your protection we recommend you use a recorded-delivery service.

      PLEASE NOTE: You will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty or a substitution has been made. As soon as we receive notice of your cancellation of the order we will refund the relevant part of the purchase price for that item.

    • 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

  • 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.

  • 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 delivered on the following Monday.

      *** Please be aware that with certain promotions, events 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

    • 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.

    • If you would like to cancel your order, please e-mail us if you order has been processed you will not be able to cancel.

    • For full priced items, if you are not completely satisfied with your purchase, simply return the item(s) to us in their original condition within 14 days of receipt.

      For sale items, we are unable to accept returns or exchanges unless faulty, this does not affect your statutory rights.

      Returns are free in the UK, but you will have to return at your own cost if ordering to the rest of the world.

      Please note due to hygiene reasons, we are unable to offer an exchange or refund on underwear, swimwear and cosmetics, unless they are sealed in their original packaging. This does not affect your statutory rights.

      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.

      Items should wherever possible be returned in their original packaging with any enclosed documentation and a completed Returns Form.

      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.

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