Shipping Policy

Last updated: 19 April 2026

This policy is provided by Clinical Services Group Ltd (Company No. 15967942, CQC Registration No. 1-26088938261), operator of the NAD+ Life® brand.

1. Delivery Area

We deliver to the following destinations only:
- England, Scotland, and Wales (UK mainland)
- Scottish Highlands and Islands
- Northern Ireland
- Isle of Man and the Channel Islands

We do not currently deliver to the Republic of Ireland, the European Union, or any other international destination. Orders placed with non-UK delivery addresses will be cancelled and refunded.

2. Delivery Partner and Service

All orders are dispatched via Royal Mail Tracked 24® (Signed For). This service includes:
- Full parcel tracking from dispatch to delivery
- A photograph taken at the point of delivery
- A signature required on receipt

This applies to all orders, regardless of value, at no additional cost to you.

3. Shipping Rates

- Orders of £50 or more: free tracked and signed delivery
- Orders under £50: tracked and signed delivery at a flat rate calculated at checkout based on delivery postcode

Express (next-working-day) delivery is available as a paid upgrade at checkout, subject to availability and cut-off times.

4. Order Processing Times

Orders placed before 2pm on a working day (Monday to Friday, excluding bank holidays) are typically dispatched the same day. Orders placed after 2pm, on weekends, or on bank holidays will be processed on the next working day.

Some orders may be held for routine security or fraud review before dispatch. Where this applies, dispatch may be delayed by up to 1 additional working day. We will notify you by email if any further delay is expected.

5. Delivery Timeframes

- Standard (Royal Mail Tracked 24 Signed For): aim for next working day after dispatch, typically 1 to 2 working days. Royal Mail quote up to 3 working days during peak periods
- Express upgrade: next working day after dispatch (order before 2pm), subject to availability at your postcode
- Scottish Highlands, Islands, Northern Ireland, Isle of Man, and Channel Islands: may take 1 to 2 additional working days

All delivery timeframes are estimates provided by our courier partners and are not guaranteed. Delays may occur due to courier capacity, bank holidays, adverse weather, or other circumstances outside our reasonable control.

Under the Consumer Contracts Regulations 2013, we will deliver your order within 30 days of the order date at the latest, unless otherwise agreed. If we cannot meet this timeframe, you have the right to cancel and receive a full refund.

6. Cold Chain and Temperature-Sensitive Products

Our NAD+ products are temperature-sensitive and must be maintained within the cold chain throughout transit and storage.

6.1 Dispatch protocol
All temperature-sensitive orders are dispatched in insulated packaging containing an ice pack, designed to maintain the required temperature range for up to 48 hours from dispatch.

6.2 Customer responsibility on receipt
To preserve product integrity, you must:
- Retrieve your parcel promptly on the day of delivery
- Unpack the parcel as soon as possible after receipt
- Transfer the product to a refrigerator (2°C to 8°C) immediately
- Not leave the parcel in a warm environment, direct sunlight, or unattended outdoors

Failure to refrigerate the product promptly after delivery may affect product efficacy. Claims of product efficacy issues arising from a failure to follow these storage instructions will not be accepted.

6.3 Missed delivery and cold chain
If you are not available to receive your delivery and the courier is unable to leave the parcel in a safe place, the parcel will be returned to your local Royal Mail delivery office for collection, typically within 18 days. To preserve cold chain integrity:
- Collect your parcel from the delivery office as soon as reasonably possible
- If a redelivery is attempted, please arrange to be available

Where cold chain cannot be preserved due to missed delivery or extended time between dispatch and customer receipt, we will replace the product at no charge on a one-off goodwill basis. Repeated missed deliveries may result in shipping charges for replacement.

7. Tracking

A Royal Mail tracking number will be emailed to you once your order is dispatched. You can monitor your delivery via royalmail.com/track-your-item or the Royal Mail app.

8. Passing of Risk

Under the Consumer Rights Act 2015, the goods remain our responsibility until they are delivered to the address you provided and physically received by you or someone on your behalf.

Where you have chosen a "safe place" delivery option or instructed the courier to leave the parcel with a neighbour, risk passes to you once the courier confirms delivery to that location.

9. Signature on Delivery

Because all our orders are sent Royal Mail Tracked 24 Signed For, a signature is required at the point of delivery for every parcel.

If you are not available to sign:
- The courier will attempt redelivery the next working day
- After an unsuccessful redelivery attempt, the parcel will be held at your local Royal Mail delivery office for collection for up to 18 days
- After 18 days, undelivered parcels are returned to us

Parcels returned to us as undelivered will be processed as a cancellation, with a refund issued less the original delivery cost and a £6.95 return-handling charge to cover courier return fees.

10. Failed or Lost Deliveries

If your tracking shows no updates for more than 5 working days after dispatch, please contact us at orders@nadpluslife.co.uk with your order number. We will open an investigation with Royal Mail.

Royal Mail requires a formal investigation period before a parcel can be declared lost. This typically takes up to 10 working days from the date we submit the claim. During this time:
- We cannot issue a replacement or refund, as the parcel may still be in the network
- We will keep you updated on the status of the investigation

Once Royal Mail confirm the parcel as lost, we will issue a full replacement or refund at your choice, within 14 days.

11. Incorrect Addresses

You are responsible for providing a correct and complete delivery address at checkout. Where a parcel is undeliverable, returned to us, or re-routed due to an incorrect address:
- The cost of return and redelivery is payable by you
- Where a refund is issued, the original delivery cost and any return-handling charges may be deducted

Please double-check your delivery address before completing your order.

12. Age Restriction

NAD+ Life products are intended for adults aged 18 and over. The person receiving the parcel may be asked to confirm they are over 18 at the point of delivery. We may refuse to fulfil orders where there is reasonable concern that the recipient is under 18.

13. Dispatch Exceptions

We do not dispatch orders during:
- UK bank holidays
- Our scheduled annual closure (notified on the website in advance where applicable)
- Any other exceptional closure (notified on the website)

During these periods, orders will be processed on the next available working day. Delivery estimates do not include these periods.

14. Contact

For any delivery enquiry, please contact us with your order number:

Clinical Services Group Ltd
Trading as NAD+ Life®
28 Maises Way, South Normanton, Derbyshire, DE55 2DS
Email: orders@nadpluslife.co.uk
Phone: 0115 882 0039

Company No. 15967942
CQC Registration: 1-26088938261
ICO Registration: ZB760358