Help & Support

We know sore muscles need fast attention and have recently upgraded all services to provide our customers with the fastest, smoothest service on the market. 

Royal Mail Tracked 24We typically dispatch orders on this service the same day, if placed before 1:30pm Monday - Friday. All orders placed after 1:30pm will be dispatched within the next working day.

DPD Next Day DeliveryWe typically dispatch orders on this service the same day, if placed before 5pm Monday - Friday and before 1:30pm on Sunday. All orders placed after 5pm will be dispatched within the next working day.Please note that we are unable to ship on weekends or Bank Holidays. Orders placed over the weekend or on Public Holidays will be dispatched the next working day.

Royal Mail Tracked 24We are pleased to provide 1-2 Day Royal Mail 24 Hour Tracked with all purchase, free for orders over £19! 

Most orders arrive the next day however please allow 1-2 working days for delivery on this service, excluding Sunday or Public Holidays. Please note that 24 Hour Tracked is not a guaranteed service, though we experience very high success rates. If you have any questions about our Royal Mail delivery aims, please get in touch with our customer service at support@pulsio.co.uk.

DPD Next Day deliveryFor faster dispatch and shipping, choose DPD delivery at checkout which aims to deliver within 1 working day.

If you have changed your mind about the delivery date or location, our couriers offer re-direction options while your parcel is still in transit.

By updating your delivery preferences directly on your tracking page, you can choose to:

• Redirect the parcel to a secure location 

• Redirect the parcel to a neighbor

• Redirect the parcel to collection point

• Reschedule the delivery to a preferred date or a more suitable time.

Please note that Delivery requests fall outside of the expected delivery aim, and while our couriers make every effort to honour these requests, they are not guaranteed, or possible with every address. If you need any assistance with updating your delivery options, please don't hesitate to get in touch.

In most circumstances, it’s not always possible to make changes to your order once you’ve placed it due to our fast turn around time. However, if you do need to change details of your delivery address, remove items from your order or cancel it completely, please contact our team as soon as possible for advice.

In line with fraud prevention policies in place to protect our customers, we cannot accommodate complete delivery address requests to new addresses. Our payment providers do not permit complete address changes and require the shipping addresses to must match the address provided at the checkout exactly. 

We are not responsible for failed delivery to incorrect or invalid addresses. Please ensure all contact and address details are correct at the time of purchase, and get in touch immediately if you notice something is wrong. 

If an invalid, incomplete misspelled or old address is provided, a £4.99 additional fee will be charged to rearrange delivery, this is just to cover the cost of double postage and processing costs.

Thank you for choosing Pulsio! Our standard practice is to use our branded boxes for packaging and shipping single item orders. Postal boxes never have pictures of the enclosed products, but may have our Pulsio logo and product title visible on the base.

All orders of 2 or more products purchased together typically get packaged in plain postal boxes where branding is obscured.

If you have any additional questions, concerns, or require assistance with your Christmas order, please don't hesitate to contact our customer support team before dispatch. We are here to help and ensure you have a wonderful holiday shopping experience.

Within the UK, we ship to England, Scotland, Wales, Northern Ireland and Isle of Man. Delivery times for non-mainland regions may vary slightly for remote locations, but we strive to provide timely service to all customers.

To purchase for shipping destinations outside of the UK, please visit: www.pulsio.eu for our EU stocklist and shipping destinations.

If you don’t see your country on our shipping options or are looking to ship outside of the EU, feel free to send us a message at support@pulsio.co.uk and we will do our best to accommodate all international destinations and provide you with a bespoke quote.

All services we use are fully tracked and we will do our best to provide you with a shipping option that best fits your needs.

If your country isn't listed at checkout, it means we currently do not offer shipping to that location. We are constantly working to expand our shipping destinations, so please check back in the future. If you have specific inquiries about shipping to your country, feel free to contact us at support@pulsio.co.uk, and we’ll be happy to assist you.

All orders are shipped from our hub in county Durham. We never dropship products or send them from abroad, so you can receive fast and reliable delivery service all across the UK.

Once your order has been dispatched, you’ll receive a confirmation email with a tracking link. Simply click the link to monitor your order’s journey from our warehouse to your doorstep. If you have any questions or need assistance, feel free to contact us at support@pulsio.co.uk.

If your tracking link hasn’t activated yet, don’t worry- it may take up to 24 hours for the courier to update the tracking information. If it’s been longer than 2 business days without a tracking update, please contact our customer service team at support@pulsio.co.uk, and we’ll investigate the issue for you.

Oh no! We understand that this is worrying, but hopefully there's an easy explanation for what's happened. Whilst we rely on courier tracking to verify the status of delivery, we understand that things can sometimes go wrong so will always try to help if we can.

First, please check for a note from the courier, or visit your order's tracking link to see if a delivery photo/signature is available. You should also ask others in your home or check with neighbours to see if anyone else might have picked up your parcel, and check any 'safe places' around your property to see if the courier has left it there.

If you still cannot find your parcel, please contact our customer support team, who can look into the next steps to help you. Please note, delivery claims must be filed within 5 days of you delivery date. We’ll work with the courier to track down your order and resolve the issue as quickly as possible.

If you have reason to believe that your parcel was stolen, please let us know the Crime Reference Number once you have reported this to the relevant authorities. 

If you notice that the shipping address is incorrect and your order is already in transit, please contact the courier directly with your tracking number to see if they can redirect your package. Additionally, reach out to our customer service team at support@pulsio.co.uk for further assistance. We’ll do our best to help correct the situation and redirect if there’s an option, but please note we’re not able to change shipping addresses once a parcel is in transit.

You can easily track your order using the tracking link provided in your dispatch confirmation email. This link gives you real-time updates on where your parcel is and when you can expect it. If you have any concerns or need a bit more help, feel free to reach out to us at support@pulsio.co.uk with your order number. We're here to assist!

We’re really sorry for any inconvenience caused by the delay in your order. Sometimes, unexpected factors can affect delivery times, and we appreciate your patience. Please check the tracking link in your dispatch confirmation email for the latest updates on your parcel's journey.

If the delay is longer than expected or you need additional help, don’t hesitate to contact our friendly customer service team at support@pulsio.co.uk. Provide your order number, and we’ll investigate the issue promptly. We’re committed to making sure your order reaches you as soon as possible and are here to help with any concerns you may have.

Couriers will typically attempt delivery to the shipping address provided up to 3 times, If there is no answer at the first attempt. To see your updated delivery date or request delivery to a neighbour or Safe Place, simply head to your tracking page and update your delivery options to re-arrange delivery to suit you.

Our couriers can only deliver to complete and accurate addresses. If the address you have provided us is incomplete, invalid, an old address, or  incorrectly spelled, unfortunately this may mean they cannot match your address on their system and will be unable to deliver your parcel to you. If the address is inaccessible or cannot be identified, the courier may have to return the parcel back to us and charge a processing fee. 

To re-arrange your delivery to a new or corrected address, please get in touch with our customer support team where you will be given a link to purchase a new postage cost and a new order will be sent out as soon as it’s received back to us. Where refunds are intended after a parcel is returned due to failed delivery, a partial reprocessing fee of £4.99 will be deducted from the refund due to processing and costs incurred.

If your order has been returned to sender, it may be due to an incorrect address or unsuccessful delivery attempts. Please contact our customer service team at support@pulsio.co.uk with your order number and the reason for the return. We’ll assist you in either reshipping the order to the correct address or issuing a refund if preferred.

Our products are covered by a 1-year Manufacturer Warranty starting from the date of purchase. If you purchased your Pulsio product directly from www.pulsio.co.uk // www.pulsio.eu // www.pulsio.us, your warranty is automatically registered. This warranty covers defects in materials or workmanship and ensures that defective products will be replaced with a like-for-like model. Please note that the warranty does not extend with the replacement, and all claims must adhere to the original warranty period.

Good news! If you purchased your Pulsio product directly from our websites (www.pulsio.co.uk // www.pulsio.eu // www.pulsio.us), your warranty is automatically registered at the time of purchase. There’s no need for any additional steps to activate your warranty.

To make a warranty claim, you’ll need your order details and a description of the fault. In some cases, you may be asked to provide a short video or images demonstrating the defect. Contact our support team at support@pulsio.co.uk to start your claim, and they will guide you through the process. Be prepared to return the product with pre-paid and insured freight to the address provided by our support team.

The warranty covers defects in materials or workmanship for one year from the date of purchase. If your product develops a mechanical fault within this period, we will replace it with a like-for-like model. In cases where specific color editions are out of stock, a color substitution of the same model may be offered.

For any warranty-related questions or concerns, feel free to reach out to our support team at support@pulsio.co.uk. We’re here to help!

The warranty does not cover damage or issues resulting from:

• Misuse, improper use, abuse, or mishandling

• Accidents or liquid damage

• Unauthorized accessories, alterations, repairs, or modifications

• Normal wear and tear or lack of maintenance

• Loss of power, voltage variations, or transportation damage

• Cosmetic damage after delivery

• Theft, loss, or poor storage conditions

• Damage caused by animals, extreme temperatures, or natural phenomena

Additionally, the warranty does not apply to products purchased from unauthorized sellers, used, repaired, repackaged, or resealed items.

If you have any concerns about your product or need to make a warranty claim, please contact us at support@pulsio.co.ukfor assistance.

If your order has not yet been dispatched, you can cancel your order free of charge. You will be notified via email of your parcel’s dispatch.

Once your order has been dispatched and your order is in transit, it is no longer possible to cancel your order. Get in touch with our customer support team as soon as possible.

Please wait for the item to be delivered, and return unopened to the address provided by our team to be eligible for a refund.

If your order has not yet been dispatched, you can cancel your order within free of charge. You will be notified via email of your parcel’s dispatch.

Once your order has been dispatched and your order is in transit, it is no longer possible to cancel your order. Get in touch with our customer support team as soon as possible.

Please wait for the item to be delivered, and return unopened to the address provided by our team to be eligible for a refund. Return fees will be incurred by the buyer.

In most circumstances, it’s not always possible to make changes to your order once you’ve placed it due to our fast turn around time. However, if you do need to change details of your delivery address, remove items from your order or cancel it completely, please contact our team as soon as possible for advice.

In line with fraud prevention policies in place to protect our customers, we cannot accommodate complete delivery address requests to new addresses. Our payment providers do not permit complete address changes and require the shipping addresses to must match the address provided at the checkout exactly. 

We are not responsible for failed delivery to incorrect or invalid addresses. Please ensure all contact and address details are correct at the time of purchase, and get in touch immediately if you notice something is wrong. 

If an invalid, incomplete misspelt or old address is provided, a £4.99 additional fee will be charged to rearrange delivery, this is just to cover the cost of double postage and processing costs.

At the moment, we don't offer options for gifting on our website, though we hope to be able to in future!

Please note that any gift recipients will need to know their order number if they ever need to process a claim in line with our Warranty policy. Once they have thanked you for their wonderful gift, it would be helpful to let them know their order number for future reference! 

We offer a variety of secure payment methods to ensure your shopping experience is convenient and seamless. You can pay for your order using major credit and debit cards including Visa, MasterCard, and American Express.Additionally, we accept payments via PayPal, Apple Pay, and Google Pay for added flexibility. For customers in the UK, we also offer Klarna for interest-free installment payments.

We are happy to offer Klarna and ClearPay financing, which allow you to split your payment into three easy instalments billed monthly with Klarna and four instalments with ClearPay, with zero hidden fees, interest or extra charges.

Alternatively, try PayLater with Klarna to test out your order for 30 days with no payment taken upfront. Not 100% satisfied? Just return to us within 30 days of purchase.

Simply select Pay with Klarna or ClearPay at the checkout payment page, to be directed through your options.

Unsuccessful Transactions: When a transaction is attempted at our checkout, an authorisation is created on the card used, which immediately takes the funds away from your available credit.

If any of the following authorisation preventions occur, the transaction will be unsuccessful and your order will not be placed:

• Incorrect CVV

• Incorrect Postal Code/Zip Code

• Bank fraud filter

If your authorisation is denied, the charge you have encountered will simply be automatically refunded after a certain amount of time. Each bank is different, but on average this is between 1-4 business days. Once the authorisation has expired, the funds become available to be used as credit.

Our website, www.pulsio.co.uk, operates in British Pounds Sterling (GBP). All product prices, shipping fees, and transactions will be processed in GBP. If you are shopping from outside the UK, your payment provider will handle the currency conversion, and additional charges may apply depending on your provider's rates and policies.

You can apply your discount code during the checkout process. After adding your favourite items to the cart, proceed to the checkout page. Look for the field labelled "Discount Code," enter your code, and click "Apply." Your discount will be reflected in your order total immediately. Please note that discount codes cannot be combined with other existing discounts. Enjoy your savings!

We’re here to help! If you think there’s been a mistake with your charge, please reach out to our customer service team immediately. You can email us at support@pulsio.co.uk or through our contact form- please ensure to include your order number and a brief description of the issue. We’ll investigate promptly and resolve any billing concerns as quickly as possible.

Absolutely! If you need a VAT/Tax invoice for your purchase, just let us know. After your order has been processed and shipped, contact our customer service team at support@pulsio.co.uk with your order number, and we’ll email you the invoice. It will include all the necessary details, such as our VAT registration number and a breakdown of VAT charges.

Please note we are unable to remove VAT from the point of purchase.

Unfortunately there is a limit of one discount code per order, and cannot be combined with existing bundle deals activated as listed in your cart. Many of our discount codes are also limited to one use per customer - please refer to the terms and conditions of your offer for more specific details.

We’re sorry to hear that the product you want is currently out of stock. Don’t worry, though! We often restock popular items, and you can be among the first to know when they’re available again. Simply sign up for our newsletter or use the “Notify Me” feature on the product page to receive an email alert as soon as the item is back in stock.

Pre-orders allow you to reserve items that are not yet available but will be arriving soon. When you place a pre-order, your payment will be processed immediately to secure your item. We will then keep you updated on the status of your order via email, including an estimated arrival date. Once the product is in stock, we will ship it to you right away, and you’ll receive a confirmation email with tracking information.

Delivery for pre-ordered items will be made as soon as the product is back in stock and ready to ship. We aim to provide an estimated dispatch date on the product page and in your confirmation email. Once your order has been shipped, you’ll receive a shipping confirmation with tracking information so you can keep an eye on your delivery. If you have any questions or need further updates, our customer service team is always here to help!

We’re always excited to collaborate with enthusiastic influencers and valued customers who share our passion for muscle recovery and wellness! If you’re interested in partnering with Pulsio, follow these simple steps:

1. Join Our Affiliate Scheme: Visit our website and navigate to the Affiliate Program section.
2. Fill Out the Application Form: Complete the application form with your details, including your social media handles, audience demographics, and why you’d like to collaborate with Pulsio.
3. Submit Your Application: Once you’ve filled out the form, submit it for review.

Our team will review your application and get back to you if we see a potential fit for collaboration. As an affiliate, you’ll have the opportunity to earn commissions by promoting our products and sharing your unique referral links with your audience.

We look forward to the possibility of working together and promoting a healthy, active lifestyle! If you have any questions, feel free to reach out to us at partnerships@pulsio.co.uk.

For all Press and PR inquiries, please contact our team at media@pulsio.co.uk. Whether you’re looking to feature our products in an article, need information for a press release, or want to discuss media opportunities, we’re here to help. Feel free to reach out, and we’ll get back to you promptly.

If you are enquiring about an influencer collaboration, please reach out to us via our social media channels or directly to partners@pulsio.co.uk. Please provide as much detail around your collaboration request and social platforms as possible, and if an opportunity aligns, our team will be in touch!They will be able to respond to your query most efficiently if you can provide (if applicable):

• A short bio of you and your channel(s)
• A link to your website/previous work
• A clear description of your intentions
• A link or attachment of any relevant materials

Please be aware that we receive a lot of enquiries about potential collaborations. Unfortunately it isn't possible for us to work with everyone (as much as we'd love to!), but we really appreciate your interest and support for Pulsio.

Absolutely! We offer a range of B2B partnership opportunities, including bulk orders, corporate wellness programs, and more. If you’re interested in a B2B partnership with Pulsio, please email us at partners@pulsio.co.uk with details about your business and what kind of partnership you’re looking for. Our team will be happy to discuss how we can work together to meet your needs.

Thanks for your interest in working with Pulsio! We welcome applications from potential retail distributors. If you’re interested in becoming a Pulsio retail distributor, please contact us at partnerships@pulsio.co.uk with details about your business, including your location, store type, and any relevant experience. Our team will review your application and reach out to discuss potential opportunities for collaboration.

Our team operates from our offices in London, and we dispatch stock from mainland England. 

Our registered business address is:

Pulsio Ltd, International House, 64 Nile StreetLondon, N1 7SR

Please note this is not our dispatch or returns address.

Our registered company number is:

13147649

All products are stocked in the UK and dispatched from our main warehouse located in Durham. Our central location ensures that we can efficiently process and ship orders to customers across the UK and internationally.

Absolutely! To join our mailing list, simply enter your email address in the subscription box at the bottom of our homepage or during checkout. You’ll receive exclusive updates, special offers, and news directly to your inbox. If you wish to leave our mailing list, you can unsubscribe at any time by clicking the "unsubscribe" link at the bottom of any of our emails or by contacting our customer service team at support@pulsio.co.uk. We respect your privacy and preferences at all times.

We’re here to help! You can reach our customer service team by emailing us at support@pulsio.co.uk. We aim to respond to all inquiries within 24 hours. Additionally, you can check our Contact Us page on our website for more ways to get in touch, including our social media channels, contact form and live chat options. We’re always ready to assist you with any questions or concerns.

Yes! Items purchased directly from our website can be exchanged within a product type of equal value, colour, or size within 30 days from the date of purchase. To request an exchange, please contact our sustomer support team and they can guide you through the process. Regrettably we cannot process exchanges for different products.

Any returned items must be unused and in a re-saleable condition. Please note that you will be responsible for covering any return postage costs, and we'd always recommend using a tracked postal service. 

All products must be returned in perfect condition. All elements of the original packaging (i.e. tags, strap ties, protector film, clear polybag) should be present and intact, and the product should be returned in its original shipping box. We reserve the right not to issue a full refund if products have been customised or have been used, damaged or tampered with (unless they are faulty). This does not affect your statutory rights.

Yes! Items purchased directly from our website can be returned to us within 30 days from the date of delivery*. To request a return, please contact our customer support team and they can guide you through the process. Please also let us know why you want to return, as this is really helpful information for us!

Any returned items must be unused and in a re-saleable condition. Please note that you will be responsible for covering any return postage costs, and we'd always recommend using a tracked postal service. Please also be aware that all returns must be pre-authorised by our team - any unauthorised returns may not be processed. 

All poducts must be returned in perfect condition. All elements of the original packaging (i.e. tags, strap ties, protector film, clear polybag) should be present and intact, and the product should be returned in its original shipping box. We reserve the right not to issue a full refund if products have been customised or have been used, damaged or tampered with (unless they are faulty). This does not affect your statutory rights.