Company
What is IngredientsDirect.com?
IngredientsDirect.com is an online B2B ingredients ecommerce platform offering quality assured ingredients including amino acids, emulsifiers, enzymes, fibres, flavourings, herbals, marine extracts, minerals, nutritional lipids, proteins, sweeteners, vitamins and other miscellaneous ingredients. All inventory is held in our UK warehouse and available for immediate dispatch, with delivery completed in 2-3 working days.
What are the advantages of buying from IngredientsDirect.com?
All products we sell are delivered fast, directly from stock in our warehouse based in the UK. We take our responsibility for quality control extremely seriously, and we provide simple and cost effective access to a wide range of ingredients. Business and trade customers wishing to purchase ingredients can do so via our website, saving time spent in conversation with sales reps, lengthy email threads and antiquated payment processes. If you need something you don't find listed, we can almost always manufacture or source it for you and make it available on the website.
Who do you sell to?
We mainly sell to manufacturers, contract manufacturers and brands of finished sports nutrition, nutraceutical, nutritional and functional food and beverage products in the UK. Additionally we sell to catering, hospitality companies, veterinary and animal nutrition providers and fitness professionals, all looking to purchase ingredients in larger quantities, quickly and easily.
Can I speak to someone about IngredientsDirect.com?
Yes of course, we’d love to hear from you. You can call us on 020 3848 4799, if we aren't able to get to the phone, please leave us a message and we’ll call you straight back. Alternatively you email us at info@ingredientsdirect.com with your contact details and we can give you a call back. Or you can use our LiveChat feature to get in touch, which is available most of the time during business hours - you’ll find it in the bottom right hand corner of the screen.
Products
How do I find individual products?
You can use the search tool which is located at the top of every page on your mobile device, or in the top right hand corner on tablet, laptop and desktop devices. You can search using our product codes or just use the regular product name or characteristics - the search function is pretty good at finding what you need.
How do I see prices for your products?
Prices for all products are available to registered website users. Once you’re registered, and logged in to the website, you'll be able to see pricing on all product lines. Plus, you’ll be able to download our master specifications for each product too - which contain comprehensive technical information on the ingredient you are looking at.
You don't appear to sell what I’m looking for, can you order or source it for me?
Very probably, yes. Our first option will be to check in our wider group of companies. Across our group of companies we have access to over 2,000 different product lines. If the product you are looking for isn't listed on IngredientsDirect.com, then we’ll either be able to move it across from one of our sister companies, or source it directly through our manufacturing team. Contact us an info@ingredientsdirect.com with your needs and we’ll take care of the rest.
What information is available for products?
Each product listing has a basic specification included on the product page. We include the product name, our product code, and where relevant; the CAS number for the product, the molecular formula for the material, the molecular weight, a simple description of the product and some commonly used alternative names for the ingredient. Detailed specifications are available by clicking the ‘Download Product Data Sheet’ link, which you’ll find just below the total price.
Why do your prices change?
The market for ingredients can fluctuate quite significantly, and is influenced by factors outside of our control, such as global and local market economics, weather, growing seasons, environmental disasters and disease. We do try to keep price changes to a minimum, but the price we charge will be linked directly to the price we pay when sourcing or manufacturing a particular ingredient. Although the specification for an ingredient will not change, price changes are a natural factor of the ingredients trade globally. Our prices generally stay the same for weeks, even months at a time, however the website pricing is reviewed daily to ensure we stay in line with market conditions.
Why aren't your products as cheap as some other suppliers?
We would much rather sell higher quality ingredients at a slightly higher price, than an ingredient where quality may be compromised. All of our ingredients are lab tested prior to being made available for sale, and we prepare and issue Certificates of Analysis for each individual batch of an ingredient. We put our name to this process and take full responsibility for the quality of the ingredients sold, but it does add some cost to the process on our side, which of course is factored into our pricing model.
Can I get a sample of a product before I purchase?
We can provide samples, but there is a small administrative cost of £10 for each sample requested. Contact our team on info@ingredientsdirect.com and we’ll help you through the process. You’ll need the IngredientsDirect.com SKU code for the product you would like a sample for, this can be found on the individual product page on the website, towards the top right of the page.
I’m looking for a blend of ingredients, can you help?
Currently, we don’t offer blending services via IngredientsDirect.com, however this service is available with our parent company. Email us at info@ingredientsdirect.com with a summary of what you need, and we’ll make an introduction to the right person. Our group of companies can also help with new product development, formulation development, flavour profiling, market analysis and trends, branding and identity development and packaging design and production.
Quality
What are the quality standards at IngredientsDirect.com?
We are driven by our commitment to supply safe, high-quality, authentic ingredients that meet or exceed customer expectations, legal requirements, and industry best practice. IngredientsDirect.com is committed to:

• Fostering a sustainable quality and food safety culture through the implementation, certification and continuous improvement of an effective food safety and quality management system that meets British Retail Consortium Global Standards.
• Ensuring that our food safety and quality policies and standards are documented, communicated, readily accessible and implemented by our staff.
• Validating the effectiveness of the food safety and quality management systems through internal and external audits.
• Setting food safety and quality objectives to ensure continuous improvement and compliance with all standards and regulations.
• Ensuring that our food safety and quality standards and expectations are communicated to and met by our trusted suppliers, and integral to our ingredient sourcing practices.
• Promoting an inclusive culture of food safety and quality in our employees and suppliers by providing adequate resources, training, and encouraging communication of any issues that may affect the safety or quality of our ingredients wherever they may occur in our supply chain.
• Regularly reviewing and revising our policies and objectives, including when changes to legislation or technical knowledge occur.

Every employee of IngredientsDirect.com has a personal responsibility to understand the requirements of their job and ensure their work meets the food safety and quality expectations of our customers.
What quality and technical documents are available?
We have a detailed product specification document available for each product, which contains information on QA status, organoleptic qualities, product characteristics (including any relevant physical and chemical characteristics), the results of any tests performed on the material and recommendations on appropriate storage and handling. We provide a Certificate of Analysis (COA) with each batch delivered, and are able to issue individual policy statements for each ingredient ordered if required.

Subject to product specification these policies may include, but not be limited to; Halal Statement, Kosher Statement, Organic Statement, Non-Irradiation Statement, World Anti Doping Agency (WADA) Statement, Animal Testing Statement, Heavy Metal Statement, Gluten Free Statement, Dioxin Statement, Palm Oil Statement, Allergen Statement.

Contact us on info@ingredientsdirect.com with any requirements and we’ll connect you with our technical team to provide what you need. Additionally, a series of overarching policy statements are available on the website at ingredientsdirect.com/policy-statements
Can I get a copy of a Certificate of Analysis for a product?
Certificates of Analysis (COAs) are provided, as standard, with every order. Normally we will email the document to you, just before or just after despatch. If you require a hard copy, please email us at info@ingredientsdirect.com and we’ll get one to you ASAP. If you would like to review a COA before purchasing, you can email us with the request to the same address and we’ll get one over to you right away.
Certificates of Analysis show the Nutraceuticals Group logo and not IngredientsDirect.com, is this normal?
Yes, our parent company handles the testing and analysis of materials coming into our warehouse on behalf of IngredientsDirect.com. The certificates they produce are provided on a company letterhead as required by UK and EU legislation.
Accounts
How do I set up an account?
You can set up an account by registering at IngredientsDirect.com/welcome. Account signup is free, and takes less than two minutes. Once registered, you’ll have full access to pricing, stock levels and master product specifications.
We have more than one person in our company that wants to use IngredientsDirect.com, what are the options?
You currently have two options:

1. Register multiple accounts using the same company name. You can use the same card details, delivery address etc, just using a different email address to log in to the account. This is a good solution where you have different buyers or departments and only want the user to have visibility of their own orders.

2. Share a single login with multiple users. If you need everyone to see the same order history then this is the recommended solution.
I’m having trouble logging in to my account. What should I do?
The first thing to try is a password reset which you can do here. If that is unsuccessful then contact at info@ingredientsdirect.com and we’ll manually reset access for you.
I want to close my account. How can I do this?
Email us at info@ingredientsdirect.com, from the same company email domain as the account was created in, with a request to close your account, and one of our team will disable access for you. We’ll then hold the account in a dormant state for three months, before deleting data entirely.
Can I open a credit account?
We do not currently offer credit accounts, however this is something we hope to offer in coming months. We’ll notify all registered users when this feature becomes available, but it will be subject to the usual credit checks prior to offering credit terms.
Is my information safe on IngredientsDirect.com
Your information is held on secure server infrastructure, and data communicated with IngredientsDirect.com is protected by SSL encryption. We do not hold any information relating to card payments, all card details are handled securely and discretely by our payment provider Stripe, or through ApplePay or GooglePay if using those options.
Is my payment information safe?
We do not hold any of your card details on IngredientsDirect.com servers, card details are handled discreetly and securely by our payment provider Stripe, or by ApplePay or GooglePay if using those options.
Orders
What forms of payment do you accept?
We accept payment by credit and debit card issued by Visa, Mastercard and American Express. Card payments can be made via our payment provider Stripe, or through ApplePay or GooglePay - our site integrates securely with both platforms.
Is it possible to order over the phone?
IngredientsDirect.com is an e-commerce business primarily, so we are only able to accept orders through our website. However, if you do need help placing your order online please give us a call on 020 3848 4799 and one of our team will be happy to help you through the process.
Can I backorder a product which is out of stock?
We do have a process for back orders, however you will need to contact us at info@ingredientsdirect.com and we’ll support you through the process.
Can I add something to my order once it has been placed?
Once you have placed your order, our warehouse team moves straight into gear to begin preparation for despatch. Unfortunately this means we won't be able to add items to an existing order. If you need help with combining deliveries for multiple orders, then the best thing to do is call on 020 3848 4799 and one of our team will be happy to help you through the process.
There is a problem with my order, what do I do?
Call on 020 3848 4799 or email us at info@ingredientsdirect.com and one of our team will be happy to help you resolve the issue.
I’m having trouble placing my order online, what should I do?
You can call us on 020 3848 4799, if we aren't able to get to the phone, please leave us a message and we’ll call you straight back. Alternatively you email us at info@ingredientsdirect.com with your contact details and we can give you a call back. Or you can use our LiveChat feature to get in touch, which is available most of the time during business hours - you’ll find it in the bottom right hand corner of the screen.
When will my order be delivered?
All orders are shipped via a next working day, tracked and signed for service, with DHL. We aim to deliver all orders within 3 working days from order, usually we are able to do this in just two business days. If there are any delays, we will contact you ASAP to notify you.
Delivery
What shipping options are available?
All orders are shipped via a next working day tracked and signed for service with DHL, this is the only option we offer currently. The cost of this delivery is built into the price you pay per kilo for your ingredients.
Has my order shipped?
We normally notify you of the tracking number for your delivery at the point it leaves our warehouse. Orders placed before 5pm Monday to Friday will normally be dispatched the following business day. If there are any delays, we will contact you ASAP to notify you.
Can I choose the date of delivery for my order?
It is possible to delay shipments, but you’ll need to arrange this with us before you place your order, so we can notify the warehouse team. Email us at info@ingredientsdirect.com or 020 3848 4799 and one of our team will be happy to help you make appropriate arrangements.
Can I use my own courier to collect my order?
Unfortunately we do not allow third parties or couriers to collect goods from the warehouse - we have strict protocols in place to ensure food safety standards are maintained.
Can I collect my order from your warehouse?
Unfortunately we do not allow customers to collect their goods from the warehouse - we have strict protocols in place to ensure food safety standards are maintained.
There is a problem with my delivery, what do I do?
Call on 020 3848 4799 or email us at info@ingredientsdirect.com and one of our team will be happy to help you resolve the issue.

FAQ

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