Help
Customer account and general
user account
What are the advantages of a user account?
With your personal user account at MUSCLAB you enjoy numerous advantages. You can easily view your past orders, find and manage your favorite products more quickly, and use exclusive vouchers. Additionally, your account allows you to conveniently track your orders and deliveries and save your information for future purchases.
How do I create a user account?
Creating a user account with us is super easy! Simply click on the 'Create Account' button at the top right of our website. You can find everything else under the registration button. A few short details and you are part of the MUSCLAB family!
I have forgotten my password
Don't worry if you forget your password. When logging in, simply click on 'Did you forget your password?' and we will send you an email immediately. You can then set a new password with one click.
I would like to change my information
You can change your personal information at any time in your customer account. If you need help, you can simply send us an email to service@themusclab.com . We are glad to help you!
How can I delete my user account?
If you would like to delete your user account, please send us an email from your email address to service@themusclab.com . We will then remove your account from our system. Please note that we need your name and email address for quick processing.
Newsletter
What are the advantages of the newsletter?
Our newsletter will always keep you up to date! You will be the first to know about our latest products and articles. As a small thank you for subscribing, you will receive a one-time 20% discount code. Don't miss any more offers and news!
How do I sign up for the newsletter?
Very easy! Scroll down our website and you will see the newsletter signup form. Enter your email address and you're in!
How do I unsubscribe from the newsletter?
It's a shame that you no longer want to receive our newsletter. But don't worry, you can simply unsubscribe at any time. To do this, click on the 'unsubscribe' link, which you will find at the end of every newsletter email.
Subscriptions
What are product subscriptions and how do they work?
Our product subscriptions are a convenient way to receive your favorite products regularly without having to reorder. You simply select your desired product, set the delivery frequency and we will take care of the rest. This way you always have your stock ready without having to think about it!
What are the benefits of a subscription?
With a product subscription you not only get convenience, but also savings benefits. You automatically receive a 10% discount on every order as part of your subscription. This not only saves you time, but also money!
How can I take out a product subscription?
Taking out a product subscription is easy. Select the 'Subscription' option on the product page and determine the delivery frequency according to your needs. We'll take care of the rest and make sure you receive your products regularly.
Are there minimum order quantities or frequencies for subscriptions?
We do not impose any fixed minimum order quantities or frequencies for our subscriptions. You have the freedom to set the quantity and frequency of deliveries according to your individual needs. This means our service remains flexible and tailored to your needs.
How much discount do I receive on a monthly product subscription?
With every product subscription you get an attractive discount of 10% on every order. This discount is automatically applied to your subscription's regular deliveries, so you can save on each delivery.
What type of subscriptions are there?
We offer different types of subscriptions that vary in product selection, delivery frequency and quantity options. You can choose between subscriptions for individual products or product bundles to best meet your needs. The best part is that you can make changes or pause your subscription at any time.
Bonus and referral program
What is the bonus or referral program?
"Our bonus or referral program is a great way for you to save on shopping while wowing your friends. For every referral that leads to a purchase, you will receive bonus points that you can redeem on future purchases. It is a win-win situation for everyone!
How can I participate in the bonus or referral program?
Participating is easy: log into your customer account and follow the instructions in the 'Referral program' area. From there, you can send your custom referral links to friends and family. As soon as someone makes a purchase using your link, you will receive your bonus points.
How does collecting bonus points or recommendations work?
You will receive bonus points for every successful recommendation that leads to a purchase. You can view these points in your customer account and redeem them as a discount for future purchases. The more you recommend and the more your friends buy, the more you benefit!
Are there any restrictions or conditions for participation?
Our bonus and referral program is open to all of our customers. There are only a few conditions, such as that the recommended person must be a new customer and reach a minimum order value. You can find all further details in the terms and conditions of participation on our website.
How can I redeem my bonus points or receive referral rewards?
You can redeem your collected bonus points directly in the checkout process. Simply select the option to use your points and the corresponding amount will be deducted from your order total. Saving with MUSCLAB is that easy!
Payment and vouchers
pay
Which payment methods are accepted?
We accept a variety of payment methods to make your purchase as easy as possible. These include common credit cards, PayPal, Klarna and others. Simply select your preferred method when checking out.
Are there any additional fees or costs associated with payment?
At MUSCLAB there are no hidden fees or additional costs when paying. You only pay for what you order. If there are additional fees such as shipping costs, these will be displayed clearly and transparently in the checkout process.
Vouchers
How can I get a voucher code?
You can receive voucher codes through various promotions, such as subscribing to our newsletter, participating in promotions or as part of our bonus program. Keep an eye out for our promotions so you don't miss out on any vouchers!
Where can I enter my voucher code?
You can easily enter your voucher code in the field provided during the payment process. The corresponding discount will then be automatically deducted from your order total.
Are there any specific conditions or restrictions on the use of vouchers?
Yes, our vouchers have certain conditions. They can only be used for online purchases on our website and cannot be combined with any other ongoing offers or discounts. Some vouchers may only be valid for certain product categories or have a minimum order value. Always pay attention to the specific conditions stated when receiving the voucher.
How long is a voucher code valid?
The validity period of our voucher codes is always 12 months from the date of issue.
Can I use multiple voucher codes for one order?
It is usually not possible to use multiple voucher codes for the same order. However, there may be special promotions where this is possible. Watch out for our newsletters and promotions for such special offers.
Shipping and delivery
Shipping and delivery
When will my order be shipped?
We strive to ship orders as quickly as possible. As a rule, orders received by 2 p.m. on weekdays are shipped the same day. Orders received after this time will be processed the next business day.
How long does delivery usually take?
Delivery time varies depending on destination. Within Germany the delivery time is usually 1-3 working days. International deliveries can take between 2-14 days depending on the destination country and customs processes.
Which countries are delivered?
We deliver to many countries across Europe. For a full list of countries we ship to, please visit our shipping information page.
Are there shipping costs and if so, how much are they?
Shipping costs depend on the delivery country and the order value. For orders within Germany we offer free shipping for orders over €50. International shipping costs are calculated at checkout.
Can I track the delivery status of my order?
Yes, after your order has shipped you will receive an email with a tracking number. You can use this number to track the status of your delivery on the shipping provider's website.
Returns and refunds
Return
How can I return products?
In your customer account you can easily select the order, mark the items you want to return and then receive a QR code. You can use this QR code when sending your return to make the process easier. The products must be returned in the original packaging. Once your return has been received and inspected, the refund or exchange will be processed. If you do not have a customer account, you must request a QR code via customer service service@themusclab.com.
refund
When will I receive the refund?
After we receive and inspect your return, the refund will be processed within 3-7 business days. The refund will be made to the original payment method you used when placing the order.
How do I get the refund?
The refund will be automatically made to the account or payment method you used to make the purchase after we receive and process your return.
Can I have vouchers refunded?
Refunds for vouchers are generally not possible. However, if you have issues with a voucher, please contact service@themusclab.com for further assistance.
Can I receive the refund as a voucher?
Yes, if you prefer, we can also offer the refund in the form of a voucher for our shop. Please let us know when returning your products.
Products, ingredients and certifications
Products
What types of products are offered?
Are the products sustainable?
Yes, sustainability is important to us. We strive to use environmentally friendly packaging and are working to make our production processes more environmentally friendly.
Are your products suitable for vegetarian or vegan diets?
Yes, many of our products are suitable for vegetarian and vegan diets. We clearly label our products to make it easier for vegetarians and vegans to choose. You can find this information on the product labels.
ingredients
What ingredients are contained in the products?
The ingredients in our products vary depending on the product. On each product page you will find a detailed list of ingredients. We use high quality and carefully selected ingredients to ensure the effectiveness of our products.
Where do these ingredients come from?
Our ingredients come from various sources worldwide. We work closely with suppliers to ensure raw materials are of the highest quality and meet our quality standards.
How are the ingredients processed and tested?
Our ingredients are processed and tested according to strict quality standards. Our production facilities are equipped with the latest technology to ensure the purity and potency of the ingredients. Our products go through extensive testing and quality controls before they come onto the market.
Certifications and quality assurance
What quality standards do the products meet?
Our products meet the highest quality standards and are manufactured according to the latest guidelines and regulations. We rely on quality controls throughout the entire manufacturing process to ensure that every product meets our high standards.
Do products have certain certifications?
Yes, some of our products are awarded special certificates confirming their quality and safety. These certificates are listed on the product labels or on our website.
How is the purity and quality of the ingredients ensured?
The purity and quality of our ingredients are ensured through strict testing procedures. We work with independent laboratories that test ingredients for purity, potency and safety.
What safety measures do you have in place during manufacturing?
The safety of our customers is our top priority. We follow strict safety protocols and standards in our production facilities. Our employees and those of our suppliers are trained to ensure that all products are manufactured under safe conditions. We are committed to ensuring that our products are free from harmful contaminants and meet the highest safety standards.
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