FREQUENTLY ASKED QUESTIONS
- I would like some advice about a product, what should I do?
- My product didn't have a manual with it, how can I get one?
- How do I place an order on your website?
- How can I track my order?
- Can I collect from your store?
- Can I make an order over the phone?
- What payment methods do you accept?
- Can I cancel or change my order?
- Do you accept Purchase Orders?
- Do you hire equipment?
- Do you Install equipment?
- Do you repair equipment?
- Do you offer any help with set up?
- Are you VAT registered?
Delivery & Returns
I would like some advice about a product, what should I do?
We have a knowledgeable team who would love to chat through product details with you or advise you which product would be best for your specific need. Please get in touch with us so we can assist you. If there is a product we are unable to advise on, we will contact the manufacturer to get information for you.
My product didn't have a manual with it, how can I get one?
Most of the products we sell don’t now come with manuals. Manufacturers now publish manuals and instructions on their websites which are easy to search for online. If you would like help locating this please call one of our team who would be happy to assist you. Where available, we have included the user manual with the product details for you to download. Lots of products now also have tutorials on You Tube which can be really helpful in setting up your new products.
How do I contact you?
We love to hear from our current or potential customers! If you have any questions about your order or require more information about a product or service please use the below details:
Phone us on 01379 644135 (lines open 9am- 5pm Monday-Friday)
Email us at email@example.com we aim to respond within 24 hours where possible.
Come and see us at Unit 3C, Gilray Road, Diss, Norfolk, IP22 4EU. Please call ahead if you want to see a specific product or collect your purchase.
How do I receive special offers and promotions?
We like to treat our loyal customers to offers, promotions and the latest information on new products which we do through email newsletters sent around twice a month. If you would like to receive these you can subscribe by clicking here. You can unsubscribe at any time by following the link at the bottom of the email you’ll receive.
How do I place an order on your website?
We pride ourselves on our website being easy to use and totally secure.
Locate the item(s) you want to purchase using the search bar at the top of the home page and typing in the product name or by using the product menus.
Once you have the product page open, select ‘add to basket’.
You can now continue shopping for more products or checkout by selecting your basket & then checkout. This will direct you to the secure checkout page where you will need to provide the requested information & complete checkout.
How can I track my order?
We aim to dispatch orders as promptly as possible and do this Monday- Friday. We use two couriers for UK addresses and a variety for international addresses. When your order is dispatched you will receive an email that details your tracking number and the courier firm bringing it to you. You can then check the status of your order by entering that number into the couriers’ website.
If you have any problems, one of our team will be happy to assist you.
Can I collect from your store?
Absolutely, we enjoy meeting our customers and appreciate pick-up can be more convenient. Please get in touch before you travel to us to make sure that the item is ready for you and one of the team is available.
You can pay upon collection or pay in advance over the phone or online. Please be aware if you have paid in advance you will need to bring some photographic ID with you.
Can I make an order over the phone?
Yes, we love to hear from you and help you in any way possible. Please be aware that credit/debit cards issuing banks are encouraging online retailers to have customers place orders directly through our website. This is for your security and designed to protect you as through the website you can complete all the required security checks and we would not ask for (or expect you to give) these private details to us. We are more than happy to guide you through the process over the phone and in no way want to discourage phone orders but want our customers to be aware of security issues.
If you have been offered a discount over the phone you can still redeem this by entering a coupon code we’d be happy to give you.
What payment methods do you accept?
Everything but magic beans! Over the phone we accept all credit/debit cards with the exception of American Express. Through the website you can use your credit/debit card or PayPal. In person we accept cash, cheques (which must clear before goods are handed over) and credit/debit cards with the exception of American Express. We also accept purchase order instructions. Please email us to arrange this.
Can I cancel or change my order?
Yes you can, please call us as soon as you know you would like to change or cancel your order as at times we can dispatch within an hour of the order coming in. We will happily refund or exchange for you (please see terms and conditions for full details).
Do you accept Purchase Orders?
Yes, we accept purchase order instructions for goods. Please call one of our team to discuss your needs before sending a purchase order. The purchase order instruction will need to be on letter headed paper with contact details and a purchase order number clearly displayed.
Do you hire equipment?
We certainly do! More information can be found by clicking here.
Do you Install equipment?
We love helping you transform an idea into a reality through installations. Please click here for more information.
Do you repair equipment?
We have a team of technicians who are available to repair your equipment to restore it to it’s former glory. We charge an £18 investigation fee then will provide you with a quote (minus this fee) for the remainder of the repair. You are not bound to have the item repaired with us after the investigation has taken place. Please click here for more information.
Do you offer any help with set up?
This can be the tricky bit so we enjoy helping you get all your equipment set up and helping you use it to its full potential. This can happen on a one to one basis or with a group if that suits you more.
Please click here for more information.
Are you VAT registered?
Yes we are. If you are VAT registered or an international customer please contact us so we can invoice you minus the additional VAT.
DELIVERY & RETURNS
I have a problem with my product, what do I do?
Oh no! Apologies that something has gone wrong. We will try to get this sorted out as quickly as possible. Please call us to discuss your problem. On the rare occurrence that your item has arrived faulty or damaged, please contact our returns department by phone or email firstname.lastname@example.org who will arrange a refund or exchange for you. Please do not send back any items without first talking to us and obtaining and RMA number as the item may be refused on delivery to us and you would incur postage fees.
My product has arrived damaged, what do I do?
If your product arrives faulty or damaged, please contact our returns department by emailing email@example.com who will arrange an exchange or refund for you. Please do not send back any items without first talking to us and obtaining an RMA number as the item may be refused on delivery to us and you would incur postage fees.
I don't like/want my product anymore, what do I do?
We are always willing to exchange an item for something different as long as it is returned to us in the same condition as it was sent to you. Some products are dealt with on an individual basis but please get in touch with our returns department by emailing firstname.lastname@example.org who will assist you. For our full returns policy and contact details please click here.
What is the cut off time for next day shipping?
Orders placed over the website before 2pm and where next day delivery has been selected at checkout will be dispatched the same day. After this time we aim to dispatch next day orders but this cannot be guaranteed. If it is after 2pm and urgent, please call our team who will try to assist you. ‘Next day’ is qualified as next working day and doesn’t include Saturday, Sunday or Bank Holidays. 2pm is the cut off time for selected pre-10, pre-12 and Saturday deliveries.