Please read our really useful HELP pages for SALES and for TECHNICAL ------------------------------------------------------------------------
Is it Safe For Me to Enter My Credit Card Number When I Place an Order?
Yes. All order information is processed through our secure Shopping Online Web server. This security scheme scrambles all credit card information and stores it on a secure server. We have to enter three passwords to get at it so there's no chance that anyone else will see it. The credit card information is never sent in an email message. However, your name and adress and order details are sent to us by email and also returned to you for confirmation. The chance of someone intercepting a message is very very remote but most people's addresses are available via the Internet anyway. Take a look at the 192 web site if you don't believe me!
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Privacy Policy
We will not divulge any of your details to any third party (except to the authorities in the case of a suspected crime), nor use them for marketing mailshots, without your permission.
For full details please CLICK HERE.
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Please tell me what I need to buy in order to...
Unfortunately, we have no technical knowledge in the Sales office. Please read the available information on our web site, download the eBooks and, if you are still stuck, put your question in our discussion forum where there are lots of people who can help you.
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Please tell me the total price of...
Unfortunately we don't have time to do this. Please add what you need to the Shopping Cart, select the Shipping Method and click "recalculate". It will calculate your order total including shipping and VAT without any obligation to buy.
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I need it tomorrow - is it in stock?
You can place your order and, beneath your email address in the Shopping Cart, you'll see a tick box entitled"Contact me if any item not in stock today". Tick this box and Sales will contact you if any item is not in stock.
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What If I Don't Want to Use My Credit Card On The Web?
That's not a problem, although you won't receive your goods quickly. In the shopping cart you can also select payment by cheque, Postal Order or cash. When you receive our email confirmation of the price, send your payment to us with our SAxxxxxxxxxx order number and your full name and address so we don't mix up your payment with someone else's. Allow time for your payment to reach us, plus at least three days for your cheque to clear then email us with your details and we'll tell you your order status.
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What is Your Product Guarantee?
All new products carry a manufacturer's 12 month warranty which we will honour. This may provide a replacement or a repair and this is usually at our supplier's discretion. We will do our best to expedite any claim quickly and efficiently. You will normally have to ship faulty goods back to us for testing, at your expense, although sometimes we will ask you to ship them to another address to save time.
In addition, when you order from any company through the Internet, you are covered by the Consumer Protecion Act (Distance Selling Regulations), which give you the right to return unwanted goods in unused "as new" condition for a full refund. Please note that we will not refund carriage charges unless we made an error in the order or the goods were faulty on arrival, through no fault of yours.
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The item I received doesn't match your photo!
All photographs on our web sites are for illustration only. In most cases they give a reasonable representation of the profuct that we will ship. However, we accept no responsibility of any discrepancies between our illustration and the item you receive, provided that it is functionally identical.
The manufacturers change their product designs (including shape, size and colour) far too often for us to keep up with them!
What If I Need to Return or Exchange a Product?
When you receive your delivery, we encourage you to inspect it (before signing for it, if a signature is required). If a product has been damaged in transit please email us with the full details and we will respond as soon as possible. If the packaging is damaged we may require you to return it or a photograph of it. If we have sent the wrong product, please let Sales know. If you are uncertain about the suitability of a product you should check with Technical before ordering but we do also provide Technical help (where possible) after purchase.
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Will You Share My E-mail Address And Ordering Information With Anyone?
No. We consider information about you to be confidential and we do not share your personal information or credit card information with any other party; nor do we sell this information to other companies or individuals for any reason. We don't even put you on our mailing list. You have to request this yourself AND confirm it (so nobody else can subscribe you).
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Are Your Products Available in Stores?
Yes, most products are available in shops and trade warehouses but a few are not. In most cases you will find it cheaper to order from us and pay for two day delivery than to drive into town and buy there. In addition, we offer technical help which may not be available elsewhere at any price.
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When Will My Order Be Shipped? How Do You Calculate Shipping Charges?
If we receive your order by 1pm we can normally arrange shipping the same day. This means that, in the UK, you should receive your order on the next weekday or the day after (Mon - Fri) by 6pm. If your order reaches us (or we don't read it) till after 2pm, then it's likely that your order will be shipped on the next weekday (Mon - Fri) although we always do our best to get even late orders shipped the same day.
Shipping charges are calculated by the Shopping Cart and based on "typical" charges. Sometimes it gets overseas charges horribly wrong but we will inform you before charging you! UK shipping charges are usually correct. You can safely use the Shopping Cart simply as a calculator, without obligation to buy. We have no way of knowing what you put in the Cart unless you actually send us an order, and you can't do that accidentally without first entering payment details. So go ahead and let the Cart do the calculation for you!
Please read our special page about postage/shipping charges.
We are unable to ship to Indonesia, Africa and certain other regions where credit card fraud is common.
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How Do I Know If An Item Is Backordered or Out-of-Stock?
Most items in our on-line catalogue are available for shipping. There is a check-box in the Shopping Cart that lets you decide whether we ship your order with items missing or cancel the entire order unless it can be shipped complete the same day.
We will always inform you by email of your order status and total invoice charge. If you don't receive confirmation, please contact us with a different email address that we can use as yours may be giving problems. We can never reply to MSN or Hotmail addresses so please don't use them.
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How Do I Know That You Have Received My Online Order?
You will receive an automatic "Order Confirmation - SA<number> " email when you send your order from the shopping cart. Shortly after that, you will receive a message "Re: Customer order <number>" to tell you that your order reached our server. Shortly after that (within 3 hours during the working day) you should receive final stock confirmation from our Sales office. If you do not receive these messages, please contact us with a different email address that we can use as yours may be giving problems. We sometimes have trouble with AOL, MSN and Hotmail addresses so please don't use them or, if you do, include an alternative.
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I Received More Than One Order Confirmation E-mail. What Do I Do?
Orders are sometimes duplicated if the "Send Order" button is hit more than once. This should not matter unless you receive two different order numbers. Our Sales girls will invariably realise it's a mistake but you can send Sales a message "ORDER CANCELLATION" and a note of the order number to make sure.
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Can I Cancel or Change An Order After I Place It?
If So, How Long Do I Have to Cancel or Change It?
If your goods have not been despatched, which is normally within 1 - 24 hours of receipt of order, you may cancel or change your order by sending Sales a message using the web site email form - URGENT ORDER AMENDMENT or ORDER CANCELLATION. Please be sure to include the SAxxxxxxxxxx order number and any other details that we might need (your name for example!) If the order has already been despatched then an AMENDMENT will become a new order with its own separate carriage charge (unless you say otherwise) and a CANCELLATION will become an UNWANTED GOODS RETURN. Sales will acknowledge by email.
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Can I Track My Orders On Your Web Site?
We do not have the ability to track orders on our Web site. Usually, we get orders shipped so quickly that the information would be out of date by the time you read it! If an item is out of stock, we will tell you. If we say it has been shipped then it has.
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I have a discount Voucher. Where Do I Enter The Code on the Shopping Cart Page?
Please enter the special code in the box marked "Voucher".
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How do I delete something in the Shopping Cart that I don't want?
Simply put the quantity as zero and click the "Recalculate" button.
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Do You Use Cookies? Can I Still Shop If I Turn Off My Cookies?
Our Shopping Cart does use "cookies," special text files that store information temporarily on your computer. We use cookies so that you can add items to your shopping cart. If you do not have cookies enabled (that is, if you have changed your browser's preferences to not accept cookies), you won't be able to order online. Please read our notes about "cookies" on the beginners' email page.
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What If I Have Ideas For Other Features I Would Like to See Added to This Web Site?
And what if here's something missing from this FAQ page?
We would love to hear them! Please e-mail us.
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How Can I Contact You If I Have a Problem or Question?
Please e-mail us. We check our e-mail every 20 minutes so there should be very little delay. Sales are available from 9:30am till 5pm (mon - Fri) and Technical is available from 8:30am till midnight most days, although replies may take longer at weekends and at mealtimes!
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How Do I Download a Product Pricelist
We supply a downloadable catalogue in PDF format that will take only a minute or two to download. However, it is not as up-to-date as our on-line catalogue so please come back to the web site to check for current products and prices.
You can order by mail if you wish. We accept credit cards, personal sterling cheques or UK Postal Orders by mail. However, you should please TYPE your email address if you want an acknowledgement. We will not phone you. Please use the Shopping Cart to calculate your invoice total. There is no obligation to order.
PO Box 73, Oakengates, TELFORD, TF2 8WR
United Kingdom
We will process your order within 24 hours after it has been received by post. (Email takes priority).
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How do I get a link on your web site to mine?
Please click HERE for information.
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I can't find what I want. Help!
Our web site has its own search engine. Please use that.
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Where are your Terms and Conditions?
You can read these on your way to our catalogue. Please click HERE.
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Who are you anyway. How do I know I can trust you?
See pictures and information about us HERE.
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Do you have an affiliate scheme?
Yes, you can earn money by directing people to our web site from your own web site. See details HERE.
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Viruses
Our web sites carry no viruses. All files are created on Apple Mac computers so they can not contain viruses. You can download files and eBooks in safety.
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Attachments
We do not send email attachments except on special request by you (eg. if you need an instruction sheet or similar). This will always be a recognisable format such as PDF and the message title will explain what is attached. If you receive a message apparently from us DO NOT open any attachment unless you already asked for it and know what it is! Please let us know if you receive anything suspicious that seems to come from us.
