FAQ's
Q: I'd like to place an order, but dont have an account?
A: Our website is for account holding customers only. However, we do welcome new accounts click here to complete our account application form. Once the application has been approved and processed, we’ll email you with your account number and credit terms.
Q: I can’t find an item on your website?
A: Our website currently displays approximately 70,000 products. However, we still can’t display everything we supply so If you’re struggling to find a product, contact us by phone on 01709 878282 or email [email protected] and we’ll be happy to help.
Q: Do I need an account to place an order?
A: Yes, our website is for account holding customers only
Q: Where can I get my VAT invoice from?
A: Once your order has been processed and dispatched, a VAT invoice will be sent to the email address on your account. You’ll also be able to login and download copies of your invoices from your online account.
Q: Are you able to offer a better price?
A: In some cases, we may be able to offer better pricing on certain products. Each request would be assessed individually, and a price reduction may be offered for an increased quantity/stock clearance, or we can explore alternative options such as stocking agreements and call-off orders
Q: How long does it take to delivery an order?
A: If ordered before 1pm, most local deliveries (within 30 mile radius) for items held on stock will be delivered next working day. For Items not held on stock or being sent by courier, see our delivery information page.
Q: How much does shipping cost?
A: Deliveries made locally within a 30mile radius, using our own vehicle fleet are FREE (subject to weight restrictions). Further information about deliveries charges can be found on our delivery information page.
Q: Can I collect an order?
A: Yes, orders can be collected. Upon placing your order, choose the collection option at checkout. Once your order has been processed, we’ll inform you of a suitable collection date and time. If your order is urgent, please ring 01709 878282 (Opt 1) or email [email protected] and we’ll treat the order with urgency.
Q: How can I track my order?
A: Orders being delivered by our own fleet of vehicles will receive a email notification on the day of delivery with an 1 hour delivery window. Additionally, orders sent with UPS will also receive email notifications on the day of delivery.
Q: Do you ship internationally?
A: Due to the complex calculations of international shipping costs and import taxes, our website is currently unable to process orders for international customers. However, as a company we do ship internationally so if there are products on our website you would like to purchase, contact our sales team at [email protected]
Q: Can I return an item?
A: Yes, you are able to return some orders but not everything is returnable. Firstly, you must notify us by emailing [email protected] with 14 days of receiving your order.
Examples of items excluded from returning are:
- Products cut to specific sizing.
- Protective packaging has been removed sealed items.
- Clothing personalised with company logos.
- Non stocked special orders
Q: Is there a re-stocking charge?
A: Yes, if the item being returned is from our own HQ stock, then the re-stocking charge is 20% of the item cost or a minimum £5.00 + Vat
A: If the item was ordered in specially and needs to be returned to the manufacturer, then there will be additional charges. Any additional charge would need to be confirmed and agreed prior to retuning.
Q: How do I return an item?
A: Before returning an item, you will need to email our sales team at [email protected] for authorisation and relevant returns paperwork. Instruction on how to return your goods will then be advised.
NOTE: returns will NOT be accepted without the correct accompanying paperwork.
Q: Do you have a technical expert I can speak to?
A: Yes, we have in-house experts in all departments who will be able to help and offer advice on several topics and products. We also have support and back-up from some of the world’s leading manufactures.
Q: How do I measure a bearing?
A: See our news article on how to measure and maintain bearings
Q: I’ve forgotten my log username login / password…what do I do now????
A: Don’t worry if you’ve forgotten or lost your login details. Simply, use the forgotten password function at login or contact us 01709 878282 to answer some security questions about the account. We’ll then be able to provide you with the correct details or reset the login.
Q: People within our business who had a login no longer work for our business, how do we terminate their website access.
A: Login approval can be deleted or restricted by the main admin account holder for the website, or you can notify us and we will make the amendment for you.
Q: Do you offer an out of hours service?
A: Yes, we have an emergency 24 hours call out service. This is a chargeable service and only available to account holding customers. Charges vary depending on products and location to be delivered.