F.A.Q.

1. THE TRIBE SUBSCRIPTION PACK

Why TRIBE?

We create DELICIOUS everyday performance nutrition products made from 100% natural, gluten free, vegan ingredients which are delivered straight to your door and completely tailored to your training.

What is the TRIBE Pack?

The TRIBE Pack is a subscription pack of 6 or 18 100% natural sports nutrition products delivered to your door. You can choose to receive your TRIBE Pack weekly, fortnightly, monthly, or bi-monthly. You can amend, cancel and reactivate your subscription at any time. TRIBE Packs are personally curated for you to support your personal training needs. They are designed to provide energy and enhance recovery to ensure you get the most out of your training. You can subscribe here.

How do I select my flavour preferences?

You can select and update your flavour preferences by logging into your account and following these steps:

1. Click the 'Subscription' button on the left hand panel
2. Select 'Build Your Pack' on the top panel that appears.
3. On this page you will see a breakdown of your pack by each range. If you click on the 'Select Flavours' drop down menu, you can 'Tick' for any products you want to receive in your pack and 'Cross' for any that you don't.
4. Make sure you click the 'Update' at the bottom of the page when you have finished

How do I subscribe?

It is very easy; just click ‘Subscribe’ on our homepage. This will take you through the sign up flow where you will fill in some information about yourself and your training patterns. This allows us to recommend you a TRIBE Pack Type and a selection of TRIBE nutrition products to meet your needs. Once you have created your account you will be able to log into your account and update your subscription at any time.

How do I use a promo code?

If you have a promo code for a TRIBE subscription pack, you can enter it on the 'Checkout' page. Just look for the 'Add a promo code' link underneath'Your TRIBE Pack'.

If you're having trouble with your promo code then let us know and we'llsort it for you.

Note: TRIBE only allow one account per customer.

How often do I receive a TRIBE Pack?

You can choose to receive your TRIBE Pack weekly, fortnightly, monthly or bi-monthly and can change this at any time within your 'Account Page' > 'Subscription' > 'Manage Subscription' tab.

How do you choose which products go in each TRIBE Pack?

You can choose the type of products (e.g. Shakes or Bars or Hydrate) you receive in your TRIBE Pack by following these steps:

1. Login to your TRIBE account.
2. Click the 'Subscription' tab.
3. Click the 'Build your Pack' in the top menu.
4. In the menu below, select the pack size you'd like (from 6 or 18).
5. You'll then need to select the flavours you'd like to receive. If you clickon the "Select Flavours" drop down menu, you can "Tick" for any productsyou want to receive in your pack and "Cross" for any you don't.
6. click the yellow 'Update Pack' button

Can I alter my pack size at any point during my subscription?

Yes, you can amend the pack size at any point by heading to the "Build Your Pack"section of the "Subscription" page in your account, or drop us an email to hello@wearetribe.coand we can do this for you.

What if I only want one TRIBE Pack?

The TRIBE Pack is available as a weekly, fortnightly, monthly or bi-monthly subscription. You can cancel your account at any time and for as long as you wish by simply logging in to your account and within your 'Account Page' > 'Subscription' > 'Manage Subscription' tab. Additionally, if a subscription is not for you, we offer one-off Booster Packs too which can be found here.

What if I am unhappy with one of my TRIBE Packs?

If you are dissatisfied with anything about your subscription or the TRIBE Packs please tell us. You can either email us on hello@wearetribe.co.

How sustainable is your packaging?

All outer packaging is from responsible sources and made from Forest Stewardship Council (FSC) approved forest paper, which is managed in an environmentally appropriate, socially beneficial and economically viable manner. For more information on FSC visit their website: http://www.fsc-uk.org/en-uk.

Note:10p from each Pack goes to our charity, the TRIBE Freedom Foundation, whose mission is to end human trafficking.

2. SHOP

2.1 BOOSTER PACKS

What is a TRIBE Booster Pack?

Don’t like subscription but want our amazing natural performance fuel? TRIBE Booster Packs are a one off delivery of natural sports nutrition products delivered to your door. You can choose from pre-selected Packs of Protein Bar, Infinity Energy, Protein Shakes, Hydrate, Energy Bar, Cycling Fuel, Marathon Training, Hiking Fuel...or a bespoke Build Your Own Pack with all of your favourite TRIBE products.

How do I buy a TRIBE Booster Pack?

Go to our Booster Pack page here and select the box you’d like. If you want to fully customise your own pack select ‘Build Your Own’ and you can choose exactly what goes into your Booster Pack (make sure you select 18 products!).

How do I use a promotion code?

If you have a promo code for a TRIBE Booster Pack or a one-off order, you'll see the yellow 'Use Promo Code' button on the 'Your Cart' page which is where you can enter your code.

If you're having trouble with your promo code then let us know and we'llsort it for you.

Note:It is only possible to apply one promotion per order

2.2 MERCHANDISE

TRIBE Merchandise can be found in the drop down section under SHOP. We have a range of TRIBE gear including shakers, water bottles and TRIBE apparel.

2.3 SHOPPING CART

What is the shopping cart feature and how does it work?

The shopping cart function works for Booster Packs and merchandise. Items can be added to your shopping cart by simply clicking the ‘Add To Basket’ button. Please note that our shopping cart feature allows you to order multiple Booster Packs at the same time. Items can be removed from the shopping cart by click on the X button at the end of each order.

3. NUTRITION

What is the TRIBE approach to food?

Athletes have specific nutrition needs. Not meeting these needs leads to injury and poor performance. Sports nutrition is all too often packed full of refined sugars & chemicals we would never dream of eating as part of a healthy diet. Why would we eat it to perform at our peak? We firmly believe that natural products are the best source of nutrition and so we started TRIBE to make just this. We are on a mission to make the most innovative performance nutrition, using only natural ingredients.

Therefore all TRIBE products are:

• Made from 100% natural ingredients. We use no chemicals, preservatives, sulphites or refined sugar in anything we make.
• Nutritionally formulated for energy or recovery.
• Obsessively road-tested by the TRIBE community before release, ensuring they are perfect.

Are TRIBE products Vegan?

We use plant-based proteins and the only non-vegan ingredient across all of our ranges is honey.

• Vegan:Cacao + Orange Energy Bar, Sour Cherry Energy Bar, Cacao + Almond Energy Bar, Infinity Energy Choc Salt Caramel, Infinity Energy Peanut Butter + Banana, Infininty Energy Apple + Cinnamon, Cocoa + Sea Salt Protein Shake, Raspberry + Goji Protein Shake, Vanilla + Cinnamon Protein Shake, Choc Brownie Protein Bar, Choc Peanut Butter Protein Bar, Coffee + Walnut Protein Bar, Strawberry Hydrate, Tropical Fruits Hydrate and Lemon + Matcha Hydrate
• Non-Vegan:Maca + Honey Protein Bar and Bogoya Banana Protein Bar

Are TRIBE products Dairy free?

All of our products are Dairy free.

Are TRIBE products Gluten free?

TRIBE Protein Shakes, TRIBE Infinity Energy, TRIBE Hydrate Drinks and TRIBE Protein Bars (Choc Brownie, Choc Peanut Butter and Coffee + Walnut) are gluten Free.

The following TRIBE Bars are free from ingredients that contain gluten, but are not made in a certified gluten free bakery:

• Gluten free: Cacao + Orange Energy Bar, Sour Cherry Energy Bar, Cacao + Almond Energy Bar, Maca + Honey Protein Bar and Bogoya Banana Protein Bar.

Note:Please check the label on the individual product for full allergen information. Many of our products are made in a kitchen that handles nuts, sesame seeds, milk, soya and cereals containing gluten

Do TRIBE products contain nuts?

Nuts are nature's powerhouse and are a key component within all most of TRIBE products either in whole form or in oils. There are two TRIBE ranges that are entirely nut free: Protein Shakes and Hydrate Drinks.

Note:Please check the label on the individual product for full allergen information. Many of our products are made in a kitchen that handles nuts, sesame seeds, milk, soya and cereals containing gluten.

Can I recycle TRIBE Packaging?

Yes 😊 - you can now recycle all of the packaging below with large plastic bags at local supermarkets.

• TRIBE Triple Deckers
• TRIBE Protein Flapjacks
• TRIBE Protein Muesli
• TRIBE Protein Shakes

You can use this link here to check your local recycling standards. Please also note, all TRIBE boxes can be recycled as normal with cardboard.

4. MY ACCOUNT

I'm having trouble logging in

If your email address is not being recognised not to worry! First of all please double check in case you have used a different email address to sign up, such as a work email address or secondary email address. If you are having issues with remembering your password, click ‘Forgot your password?’ and we will send you an email to reset this.

If these actions don’t appear to fix the problem, please email hello@wearetribe.co and we can help.

How do I cancel my deliveries?

We hope you will never want to but… it’s easy to cancel your subscription at any time. Just login to your account via the Login button on the TRIBE homepage and within your 'Account Page' > 'Subscription' > 'Manage Subscription'tab you will see the 'or cancel your subscription?' link.

What are TRIBE Miles?

We love to reward our loyal customers for their hard work! By collecting and building up your TRIBE Miles you will earn vouchers to be used on TRIBE accessories and merchandise and receive exclusive deals from some of our training partners! TRIBE Miles are collected from each TRIBE Pack you order as follows:

• 1 x TRIBE Subscription Pack = 2 TRIBE Miles
• 1 x TRIBE Booster Pack = 3 TRIBE Miles

How can I use my TRIBE Miles?

We have TRIBE Milestones set for when you reach 8, 20 and 40 Miles where you are then able to redeem these miles on some awesome rewards! Each time you reach a milestone we will email you explaining how to redeem your Miles.

What is my Referral Code and how do I use it?

You can find your Referral Code by logging in to your account on our website and clicking on the 'Referrals' button on the right hand side of the page. This code is for you to share with your friends via email, text or Facebook to get them training stronger with TRIBE too. When your friend signs up using your code they will get £5 off their first TRIBE Booster Pack and you will receive a reward for introducing your friend to TRIBE (e.g. Your next Pack half price).

What do I do if my TRIBE Pack is late?

Your TRIBE Pack should arrive on the same day each week. Depending on your pack frequency (weekly, fortnightly, monthly or bi-monthly), your TRIBE Pack should arrive on the same day of the week every 7, 14, 28 or 56 days. If you haven’t received your TRIBE Pack within 5 working days of payment being taken please just let us know at hello@wearetribe.co.

How do I update my shipping address, billing information orany other contact details?

To update your address, billing information or any of your other details you need to login to your account via the Login button on the TRIBE homepage. For shipping and billing details, go to the 'Billing Details' section, and click on the relevant section you would like to change. For any other details, go to the 'Account Info' section.

Will you ever share personal information with third parties?

We will never give any information you provide to us to third parties. This is set out fully in our Terms and Conditions.

How do I unsubscribe from TRIBE emails?

You'll find a link to unsubscribe from our TRIBE emails at the bottom of each email we send you.

What do you do with my payment information?

We do not store any of your credit card information. All this data including name, card type, card number, expiry date and CV2 number is collected by our third party payment processor (Stripe) in a secure environment that is fully PCI compliant.

5. PAYMENT BILLING

How/when do I pay?

We charge you for each TRIBE Pack we send to you. We take payment on the day that we build your Pack for you (as per the subscription frequency you select) and this is done on a single Pack basis. This is not a direct debit and we do not store you credit card details anywhere on our site or server.

Will you charge me for any unsent deliveries?

No. You can cancel your account at anytime before we send your next TRIBE Pack out to you. If you wish to stop receiving TRIBE Packs, please ensure you have amended your account status before we pack and despatch your next order. You can easily do this by logging in to your account here and withing your "Account Page" > "Subscription" > "Manage Subscription" tab you will see the "or cancel your subscription?" button.

How do I know that my payment information is safe?

We are PCI compliant and do not store any of your personal payment information. Payments are processed by Braintree, a part of the PayPal group, or Stripe and we do not see or store any payment information you provide on our site.

What happens when my card expires or is re-issued?

It’s easy to amend your billing details on your account page. Simply go in to your profile, click on the button 'Billing Details' > 'Payment Details' where you will be able to edit all card details. If we are unable to take payment for your Pack we will be in touch but sadly are unable to send your TRIBE Pack out to you until your details have been updated.

Can I return a TRIBE Pack for a refund?

Unfortunately, due to the perishable nature of our products, we’re not able to offer a refund for any boxes that are returned to us.

Do you accept PayPal?

No, unfortunately we are unable to receive payments via PayPal.

6. DELIVERY

6.1 TRIBE SUBSCRIPTION PACK

What day will my TRIBE Pack arrive?

Your order will be processed within 1 working day and will arrive at your door within 3-4 working days. Please allow some wiggle room as we do rely on the postman for delivery. Depending on your pack frequency (weekly, fortnightly, monthly bi-monthly), your TRIBE Pack should arrive on the same day of the week every 7, 14, 28 or 56 days.

Where can my TRIBE Pack be delivered?

We deliver to any UK address that the Royal Mail will deliver to. The Pack is designed to fit through your letterbox, so you don’t need to be in when it arrives.

Do you provide international deliveries?

For subscription orders we currently only ship to UK addresses. However, for non-subscription orders we deliver to most countries in Europe. Please see below for more details on this.

Can I track my order?

To provide free delivery of TRIBE Subscription Pack's, these are sent on an untrackable service. However, they should always arrive within 3-4 working days of payment being taken

6.2 BOOSTER PACK

UK Shipping

We deliver to any UK address that Royal Mail/DPD will deliver to. The Booster Pack is sadly not designed to fit through your letterbox, but with the Royal Mail Tracked Service you can specify at checkout for them to be left in a safe place at the delivery address to avoid trips to the post depot. Both Royal Mail and DPD services are tracked.

Next Day Shipping

We use DPD next day delivery service. To get next day delivery you need to have placed your order by 2pm. DPD only deliver Monday-Friday, so if you order after 2pm on a Friday your pack will only arrive on Monday.

Can I track my order?

Yes, you should receive an email which will contain a link to track your parcel as soon as this has been dispatched.

International Shipping

We deliver to 0 countries in Europe (and watch this space for more). TRIBE do not cover the cost of potential customs charges that might occur from international orders. Any custom charges are the responsibility of the customer.

This is a tracked service shipped with ParcelForce and takes 3-5 working days depending on destination.