Customer Care
Shipping & Customer Care
Everything you need to know about delivery, large orders, refunds, privacy and getting support from PrepareHQ.
Shipping Information
Clear, reliable delivery for your emergency food supplies
We aim to make delivery simple and transparent. Smaller orders are usually sent by standard courier, while larger or heavier orders may require a more suitable delivery method.
Standard delivery
Standard orders are packed securely and sent using a reliable courier service.
Delivery times
Delivery times can vary depending on product availability, order size, courier service and delivery location.
Delivery updates
Where delivery updates are available, these will be sent to the email address used at checkout.
Large or heavy orders
Bulk food supplies may need specialist freight or pallet delivery. If this applies, we’ll contact you before dispatch.
Large Order Delivery
Bulk food supply orders may need specialist delivery
Some emergency food supply orders are too large or heavy for normal parcel delivery. This is especially likely with larger family supplies, deluxe supplies or long-term storage bundles.
If your order needs freight or pallet delivery, we’ll contact you to confirm the best delivery option before dispatch.
You place your order
We review the order size, weight and delivery location.
We confirm the best delivery method
If specialist delivery is needed, we’ll contact you with the details.
Your order is delivered safely
Large orders are arranged using a suitable delivery method for the size and weight of the goods.
Refund Policy
Returns, refunds and order issues
We want your order to arrive in good condition and match what you purchased. If something is wrong with your order, contact us as soon as possible so we can review it.
Damaged or incorrect items
If an item arrives damaged or incorrect, please contact us with your order number and clear photos where possible.
Food safety
Because food products are involved, returns may be limited once goods have been opened or handled.
Refund review
Once we review the issue, we’ll confirm the next step, which may include a replacement, refund or further support.
Privacy Policy
How we handle your information
When you place an order or contact us, we use your information to process your purchase, arrange delivery, provide support and keep you updated where appropriate.
Order details
We use your details to process your order, confirm payment and arrange delivery.
Customer support
If you contact us, we use the information you provide to respond and help with your enquiry.
Marketing updates
If you subscribe, we may send product updates, food storage advice and PrepareHQ news.
Contact Us
Need help with an order or product choice?
Contact us if you need help choosing a food supply, have a delivery question, or want to discuss a larger order.
Questions about delivery updates, damaged items or order changes.
Help choosing between tins, pouches, sample packs, family supplies or deluxe supplies.
Support for bulk, family, long-term or specialist delivery orders.
Frequently Asked Questions
How long does delivery usually take?
Delivery times depend on the product, courier, order size and delivery location.
What happens if my order is large or heavy?
Larger orders may require specialist freight or pallet delivery. If this applies, we’ll contact you before dispatch.
Can I change my delivery address?
Contact us as soon as possible. If your order has not been dispatched, we’ll do our best to help.
Who do I contact if something is wrong?
Use the Contact Us page and include your order number, details of the issue and photos where relevant.
Need help choosing?