FAQs

In this busy period we've been getting lots of queries about out of stock products and delivery delays. In order to keep you informed and answer the most common queries, we've updated our FAQs.

We hope this helps, but if your query hasn’t been answered, please contact our Customer Service team by emailing customerservice@biocare.co.uk or calling 0121 433 3727 (Monday – Friday 8:30am – 4:00pm).

Where is my order?

Due to current circumstances, we are receiving a much higher volume of orders. We are doing everything we can to meet our delivery deadlines, however, please bear with us if there is a delay in receiving your order as there are delays in the postal networks currently.

If the delay has been longer than 7 days, please contact our Customer Service team by emailing customerservice@biocare.co.uk or calling 0121 433 3727 (Monday – Friday 8:30am – 4:00pm).

Do you have tracking details for my order?

If you have selected a courier delivery, please contact our Customer Service team by emailing customerservice@biocare.co.uk or calling 0121 433 3727 (Monday – Friday 8:30am – 4:00pm) with your order number and we will provide tracking details.

For orders sent by Royal Mail 1st class post, unfortunately this is not a tracked service. Orders are usually delivered within 3 working days, however please be aware there are delays in the postal networks currently. If the delay has been longer than 7 days, please contact our Customer Service team.

Will your vitamin C products be back in stock?

With the current increased demand, we are working hard to keep supply of all our vitamin C products available. We have already secured more stock for the coming months, and we are doing our best to keep as many products available as we can. Some items have, and will go out of stock for short periods.

The table below outlines the products which are due back in stock shortly, however in the meantime, we also have recommended alternatives for you to purchase.

(Please note: If viewing this table on your mobile, please turn to landscape view in order to see the full table)

Product SKU Recommended alternative
Vitamin C 500 60 capsules 17260             Vitamin C 1000 90 tablets
Vitamin C 500 180 capsules 172180 Vitamin C 1000 90 tablets
Vitamin C 1000 30 tablets 30730 Vitamin C 1000 90 tablets
Vitamin C 1000 60 tablets 30760 In stock
Vitamin C 1000 90 tablets 30790 In stock
Vitamin C Powder 60g 51360 In stock
Vitamin C Powder 250g 513250 In stock
Vitamin C Rosehip Complex – 150g Powder      338150 Vitamin C Powder 250g

Will your Immune Intensive be back in stock?

With current increased demand, we are working hard to keep supply of our immunity products available. We have already secured more stock for the coming months, and we are doing our best to keep as many products available as we can. Some items have, and will go out of stock for short periods. 

The table below outlines the products which are due back in stock shortly , however in the meantime, we also have recommended alternatives for you to purchase.

(Please note: If viewing this table on your mobile, please turn to landscape view in order to see the full table)

Product SKU Recommended alternative
Immune Intensive - 7 sachets                                     33607                                       In stock
Immune Intensive 70g      33670 In stock

Will your zinc products be back in stock?

With current increased demand, we are working hard to keep supply of our zinc products available. We have already secured more stock for the coming months, and we are doing our best to keep as many products available as we can. Some items have, and will go out of stock for short periods.

The table below outlines the products which are due back in stock shortly , however in the meantime, we also have recommended alternatives for you to purchase.

(Please note: If viewing this table on your mobile, please turn to landscape view in order to see the full table)

Product SKU Recommended alternative
Nutrisorb Liquid Zinc Plus Ascorbate 30ml  25730                 In stock
Zinc Ascorbate 60 capsules 29460 OptiZinc® 60 capsules or Nutrisorb Liquid Zinc Plus Ascorbate 30ml 
Nutrisorb Liquid Zinc Complex - 150ml 220150 In stock
Zinc Citrate 90 tablets 13690 In stock
Zinc Citrate 180 tablets 136180 Zinc Citrate 90 tablets
OptiZinc® 60 capsules 52160 In stock


I can’t log on, can you send me login details or reset my password?

For security reasons, we are unable to send you your login details. However, if you want to reset your password, you can do so by following this link.

You can then enter your email address which will generate an email that will contain a link to reset your password. By clicking on the link in this email, you will be able to set up a password that will allow you to log in online. If you are unsure of the email you registered with, please contact our Customer Service team by emailing customerservice@biocare.co.uk or calling 0121 433 3727 (Monday – Friday 8:30am – 4:00pm).

Have you got a discount code I can pass to my clients?

Unfortunately, we don't currently have any discount codes this month. The best way to hear about any of our promotions is to register to our weekly newsletter, which will keep you up to date.

If you are a trade customer, you can use the Practitioner Referral Scheme,which enables you to pass on a discount to your clients, whilst rewarding you too. For more information, please contact our Customer Service team by emailing customerservice@biocare.co.uk or calling 0121 433 3727 (Monday – Friday 8:30am – 4:00pm).

Who is going to deliver my order?

All orders will be dispatched by Royal Mail or DPD. However, please be aware there are delays in the postal networks currently.

If you have selected a courier delivery, please contact our Customer Service team by emailing customerservice@biocare.co.uk or calling 0121 433 3727 (Monday – Friday 8:30am – 4:00pm) with your order number and we will provide tracking details.

If the delay has been longer than 7 days, please also contact our Customer Service team. 

Live Bacteria

What is so special about our live bacteria?
Our award-winning  live bacteria are potent and effective and their exceptional stability means the stated potency is correct right up to the end of shelf life.  In many of our products we use the unique LAB4 complex of bacteria which are human strain live bacteria shown in scientific studies to be stable, effective in the gut and acid resistant. We have a range of low, medium and optimum dose products both in capsule and powder form. Our  live bacteria products are dairy-free, vegetarian and vegan (with the exception of baby BioFlora).

Which live bacteria is right for me?
We have a wide range of live bacteria including capsules and powders with a range of potencies, meaning there is a live bacteria for everyone, including children.  BioAcidophilus is our best-selling everyday live bacteria and is available in a capsule or powder. For higher strength, we have BioAcidophilus Forte or Replete Intensive. For children, we have Children’s Banana or Strawberry BioAcidophilus powder.  See our live bacteria category for our full range and if you are still unsure which one is right for you, contact our Clinical Nutrition team.

Why do I need to refrigerate live bacteria?
Live bacteria are living organisms and are reactive to heat, light and moisture. Our live bacteria are high potency and guaranteed to the end of their shelf life as long as they are refrigerated. Due to the freeze drying process, our live bacteria survive well outside for the fridge for up to a couple of months and should maintain their potency. This means live bacteria are safe to travel with if no refrigeration is available for short periods of time.

Can I take live bacteria whilst on antibiotics?
Yes, it is beneficial to take live bacteria whilst taking antibiotics to support the good bacteria when it has been compromised. We recommend that they are taken 2-3 hours apart from each other to avoid any interaction.

Can I take live bacteria whilst pregnant?
Our live bacteria are suitable for use during pregnancy. In fact, AnteNatal BioFlora is the only live bacteria with a clinical trial demonstrating its absolute safety for both mother and baby. Look out for the logo which is shown for all our supplements that are safe to be taken during pregnancy.

Multivitamins

Which multivitamin is right for me?
We have a wide range of multivitamins in many different forms. Liquids, powders and capsules formulated for general dietary support to more specific nutritional needs such as for women, men and children. See our multivitamin category for  our full range and if you are still unsure contact our Clinical Nutrition team for advice.

Why does my urine turn yellow when taking your vitamins?
This is due to the vitamin B2 (Riboflavan) which has a strong pigment that can pass into the urine. It is perfectly normal and not harmful.

Essential Fatty Acids

Which Essential Fatty Acid is right for me?
We have a wide range of fatty acid supplements from every day to high strength in both capsule and liquid forms. We also have supplements that are suitable for vegetarians and vegans – look for the  logos.  See  our  Fatty Acids category for our  full range and if you are still unsure, contact our Clinical Nutrition team for advice.

Where are your fish oils sourced?
We use wild anchovies and sardines from the clear pacific waters between Peru and the Atlantic. Our regulated supplier works closely with the association of Peruvian Anchovy producers. Because we know where our fish come from we can trace it right back to the fishery. Our population is sustained to the right levels and have not changed for 30 years.

How can I be sure about your fish oil purity?
Careful harvesting of anchovies and sardine low down the food chain minimises contaminants. Further purification then creates oil with unrivalled purity. EFAs like EPA and DHA are highly unsaturated, rendering them prone to peroxidation - we utilise antioxidants such as natural mixed tocopherols and sometimes vitamin C to protect the oils from oxidation. The Multox antioxidant system used in our liquid oils delivers virtually no peroxidation of oil tested in normal daily use over a 90 day period, ensuring that the products are kept as fresh and pure as when opened.

General Product Information

Why do you use plastic pots?
The product packaging we use is critical to protect the quality and efficacy of our food supplements. We recognise this has to be carefully balanced with minimising our impact on the environment. All of the plastic pots we use are pharmaceutical grade and BPA free and in order to reduce waste, we have standardised the number of different sized pots we use so we do not have to produce different pots for every individual product.

How do I know if a supplement is free of allergens?
All common allergens, if present, are highlighted within the ingredients on each product label. Product ingredients are also available to view within each product page on our website.

How do I know if it is safe to take your supplements during pregnancy and breast feeding?
Look out for the logos that have been placed on a product page. These will tell you if the product is suitable for vegans, vegetarians, pregnant women, breast feeding women and children.

At what age can someone begin to take an adult dosage?
A normally developing teenager can begin to take adult dosages from around 14 years old.

Are your products tested on animals?
None of our products or ingredients are tested on animals, nor do we commission any third party to do so on our behalf.

How many drops are in a bottle?
Our liquid supplements vary in size and therefore the amount of drops they provide. Click here to  view a chart showing each liquid.

Are there any health conditions that you can’t advise on?
Under the provisions of the EU Medicines Legislation, we are unable to make any recommendations or give advice to treat the following conditions: Cancer, Sexually Transmitted Diseases, Glaucoma, Epilepsy, Diabetes, Locomotor Ataxia, HIV & AIDS, Tuberculosis and Kidney Disease.

What is Informed-Sport?
We have a range of supplements that have been rigorously tested to make sure they are free of WADA (World Anti-Doping Agency) banned substances and therefore safe for professional sports persons to take. Only products that have been tested can hold the Informed Sport logo. See our Sport category and if you are still unsure contact our Clinical Nutrition team for advice.