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F.A.Q.

1. THE TRIBE SUBSCRIPTION PACK

What is the TRIBE Pack?
The TRIBE Pack is a subscription pack of six 100% natural sports nutrition products delivered to your door. You can choose to receive your TRIBE Pack weekly, fortnightly or monthly. You can amend, pause or cancel 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 clicking into the tab Flavour Selector within the ‘Subscription’ section. Here you can select ‘Yes Please’ and ‘No Thanks’ to every single product in order to build your preferences. Make sure you click Update Preferences at the bottom when you have finished in order to save your changes!

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 page and update your subscription at any time.

How do I use a promo code?
If you’re a new subscriber and you have a promo code, you need to enter it during the checkout journey. Just look for the ‘Got a promo code?’ link on the checkout page underneath ‘Your TRIBE Order’. If you’re having trouble with your promo code then let us know and we’ll sort 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 or monthly and can change this at any time within your Account Page under the Frequency 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 Trail Mixes) you receive in your TRIBE Pack by selecting ‘Build Your Own Pack’ either when you sign up or after sign up on your account page.
You can choose the flavour products you would like after sign up, by logging into your Account Page and going to the Flavour Selector tab.

What if I only want one TRIBE Pack?
The TRIBE Pack is available as a weekly, fortnightly or monthly subscription. You can pause or cancel your account at any time and for as long as you wish by simply logging in to your account and going in to Account Info section. Additionally, if 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 Pack’s please tell us. You can either email us on hello@wearetribe.co or give us a call, Tom (07969601998) or Rob (07540892717).

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 Cycling, Marathon, TRIBE Favourite, Vegan, Recovery, Blaze Trails Energy, Infinity Energy, Trail Mix...or a bespoke Build Your Own Pack with all of your favourite TRIBE products.

How do I buy a 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 make sure to enter it before checking out. Just click on the ‘Got a promo code?’ link underneath ‘Your TRIBE Order’ summary on the right hand side and ensure to click ‘Apply’. If you’re having trouble with your promo code then let us know and we’ll sort 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: Blaze Trails Cacao & Orange Bar, Blaze Trails Wild Apricot & Lucuma Bar, Blaze Trails Sour Cherry & Buckwheat Bar, Blaze Trails Beetroot Bar, Blaze Trails Cacao & Almond Bar, Cape Trail: Goldenberry & Pecan, Hadrian Trail: Mango & Cashew, Sahara Trail: Mulberry & Pistachio, Scafell Trail: Cacao & Banana, Infinity Choc Salt, TRIBE 10 Goji Berry & Coconut Bar
  • Non-Vegan: TRIBE 10 Maca & Honey Bar, TRIBE 10 Chia & Cocoa Nib Bar, TRIBE 10 Kianga Pineapple Bar, TRIBE 10 Bogoya Banana Bar, Infinity Banoffee, Infinity Classic.

Are TRIBE products Dairy free?
All of our products are Dairy free.

Are TRIBE products Gluten free?
TRIBE Shakes and TRIBE Trails 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: Blaze Trails Cacao & Orange Bar, Blaze Trails Wild Apricot & Lucuma Bar, Blaze Trails Sour Cherry & Buckwheat Bar, Blaze Trails Beetroot Bar, Blaze Trails Cacao & Almond Bar, Cape Trail: Goldenberry & Pecan, Hadrian Trail: Mango & Cashew, Sahara Trail: Mulberry & Pistachio, Scafell Trail: Cacao & Banana, TRIBE 11 Maca & Honey Bar, TRIBE 10 Chia & Cocoa Nib Bar, TRIBE 10 Kianga Pineapple Bar, TRIBE 10 Bogoya Banana Bar, TRIBE 10 Goji Berry & Coconut Bar.
The following TRIBE Bars contain rye (which contains gluten): Infinity Banoffee, Infinity Classic and Infinity Choc Salt.

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. The only TRIBE products, which are nut free, are TRIBE Shakes (Cocoa & Sea Salt, Vanilla & Cinnamon, Raspberry & Goji Berry).

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.

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 or pause my deliveries?
We hope you will never want to but… it’s easy to cancel or pause your subscription at any time. Just login to your account via the Login button on the TRIBE homepage and click into Account Info and then Account Status, here you will find the Pause or Cancel subscription buttons.

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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 Run Free Clothing and receive exclusive deals from some of our training partners! TRIBE Miles are collected from each TRIBE Pack you order - 1 TRIBE Pack = 2 TRIBE Miles, 1 Booster Pack = 3 TRIBE Miles.

How can I use my TRIBE Miles?
We have TRIBE Milestones set for when you reach 6, 10, 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 are my TRIBE Miles worth?

  • 6 TRIBE Miles gets you a FREE TRIBE Shaker
  • 10 TRIBE Miles gets you £10 off Run Free Clothing
  • 20 TRIBE Miles gets you £15 off Run Free Clothing
  • 40 TRIBE Miles makes you an exclusive TRIBE Torch member where you get a free TRIBE Torch tee, £7.50 off all Run Free Clothing orders and you’ll become part of our Tasting Team where you will be the first to try our new products, help us develop new ranges and come join in on tasting sessions!

What is my Referral Code and how do I use it?
You can find your Referral Code by logging in to your profile on our website and clicking on the Refer A Friend button on the left 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 their first TRIBE Pack for £4 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 / fortnight / month. If you haven’t received the 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 or any 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, go to the Account Info section, and click on Personal Info. Within this page you can enter your new information and make sure to click the UPDATE PREFERENCES at the bottom of the page to save the changes.

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 charge on the day that we build your Pack for you and this is done on a singular Pack basis. This is not a direct debit and we do not store your credit card details anywhere on our site. If you place your order before midday then we will bill you on the same day for that order, otherwise we will bill you on the next working day.

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 going to ‘Account Info’ and changing your status to paused or cancelled.

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 ‘Account Info’ and then the tab ‘Personal Info’, here you will be able to amend 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?
Yes we accept PayPal for any payments you would like to make on our site.

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. Your subscription will continue on the same cycle with the same weekday despatch (whether weekly, fortnightly or monthly) thereafter.

Where can my TRIBE Pack be delivered?
We deliver for free 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.

6.2 BOOSTER PACK

UK Shipping
We deliver to any UK address that the 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 3pm. DPD only deliver Monday-Friday, so if you order after 3pm on a Friday your pack will only arrive on Monday.

International Shipping
We deliver to 22 countries in Europe (and watch this space for more).

Country Delivery Cost
Austria £15.00
Belgium £10.00
Czech Republic £15.00
Denmark £10.00
Finland £15.00
France £10.00
Germany £10.00
Hungary £15.00
Ireland £10.00
Italy £15.00
Latvia £15.00
Lithuania £15.00
Luxembourg £10.00
Monaco £10.00
Netherlands £10.00
Norway £15.00
Poland £15.00
San Marino £15.00
Slovakia £15.00
Spain £15.00
Sweden £15.00
Switzerland £15.00

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