At Fire Protection Shop our customers are our top priority, this is why we have answered your most frequently asked questions to make your shopping experience with us as smooth as possible. To make it easier we have split the questions into a range of categories to make finding your answer easy including delivery, refunds, payments and order queries etc.

Delivery

Q. How long will it take for my order to arrive?

A. If you place your order on a working day before 2pm, it is usually dispatched the same day if the product is in stock. For orders placed after 2pm, they are usually dispatched the next working day. Orders placed over the weekend will be processed on Monday.

Q. Is tracking available for my order?

A. On the day of despatch most couriers will either text or email you with a tracking number. This can be requested via email or by giving us a call.

Q. What are my delivery options?

A. We offer standard delivery that is calculated at checkout. At Fire Protection Shop we aim for next-day delivery but this is dependent on the supplier and product availability.

Q. Who will deliver my order?

A. We use various couriers dependent on the type of product and company that supplies the product.

Q. Do you deliver overseas?

A. We can deliver overseas however this is dependent on location and the type of product. Due to Covid-19 and Brexit, exporting goods is becoming increasingly difficult.

Q. Why are delivery charges so high?

A. Due to the weight and the nature of the products we dispatch, these are the charges that the couriers will charge.

Q. Can you guarantee next-day delivery?

A. We aim for next-day delivery however we cannot guarantee it as it is dependent on suppliers and couriers.

Q. Can you deliver on a Saturday?

A. Some of our couriers will deliver on a Saturday but this is dependent on the product and supplier. Please contact us if you’d like to discuss a Saturday delivery.

Q. Why does my order come in multiple deliveries?

A. Your order may arrive in multiple deliveries as we use various suppliers and couriers.

Q. How long will my order take to arrive?

A. We aim for next-day delivery but there may be slight delays dependent on the courier and suppliers

Refunds and Returns

Q. What is your return policy?

A. Our return policy can be found in our terms and conditions policy: https://www.fireprotectionshop.co.uk/terms-and-conditions-general/

Q. How do I return an item?

A. If you need to return an item, you will need to notify us by email to [email protected] within 14 days of receipt. If you have used the item, it can only be returned if the item is faulty. To return your item will have to send the parcel back to us at your own cost unless the item is replaced or refunded.

The parcel will need to be sent to the following address:

Fire Protection Shop

New Chandos House

Unit 10

Westside Park

Belmore Way

Raynesway

Derby

DE21 7AZ

If at any point you are unsure of what product you need, our team are always on hand to offer you product advice.

Q. I have returned my order, will you refund my delivery?

A. Unfortunately we do not refund delivery costs.

Q. Can I get a refund on delivery if my order is late?

A. We do not refund delivery costs. We aim for next day delivery but sometimes this is not always possible.

Payments

Q. What are the different payment methods available?

A. Online you can pay via PayPal or SagePay. You can also pay via BACS if you have had a quote or pro-forma from us. You can call us and we will take your card payment over the phone.

Order Queries

Q. Can I track my order?

A. On the day of despatch most couriers will either text or email you with a tracking number. This can be requested by emailing us or by giving us a call.

Q. How do I place an order?

A. You can place your order online or over the phone.

Q. Do you have a minimum order value?

A. There is no minimum order value.

Q. What do I do if I receive an incorrect or faulty item?

A. If you receive an incorrect or faulty item, please contact us and we will resolve the issue.

Q. Has my order gone through?

A. When you have placed your order you will receive two sets of emails. One will be to say your order has been processed and then another when it is complete. If there are any issues with your order you will be contacted via email by one of the sales advisors.

Q. Can I change or cancel my order?

A. If you need to change or cancel your order, please contact us as soon as possible and we will assess what stage your order is at.

Q. Can I add to an existing order?

A. If your order has not been processed, this may be possible. Please contact us as soon as you are aware that you need to amend your order.

Q. Can I order over the phone?

A. Yes we can take card payments over the phone.

Q. What if I have not received part of my order?

A. Usually if you’ve received part of your order the rest will follow as we use different suppliers. If you’ve not received all of your order within 48 hours, please contact us.

Q. Can I exchange an item?

A. Unfortunately we do not offer exchanges. You can return your goods subject to re-stocking fees and re-order the items you need.

Opening Hours

Q. What are your opening hours?

A. We are open Monday to Friday 08:00 – 17:00. We are closed on the weekend and on bank holidays.

Product Queries

Q. Do all products have the same lead time?

A. Not all of our products have the same lead time as we source products from different suppliers and their lead times vary.

Q. What can I do with my old fire extinguisher?

A. At Fire Protection Shop we offer a certified disposal of fire extinguishers: www.fireprotectionshop.co.uk/fire-extinguisher-servicing/certified-disposal-of-fire-extinguishers.html

Q. What type of fire extinguisher do I need?

A. A range of fire extinguishers are available to buy, visit our how to use a fire extinguisher blog which goes through the different types of fire extinguishers: https://www.fireprotectionshop.co.uk/blog/how-to-use-a-fire-extinguisher/

Q. How long are the anti-tamper seals?

A. 300mm

Q. What is the shelf life for a fire extinguisher?

A. Although they don't have a true "expiration date", traditional fire extinguishers generally have a 10 year life expectancy. If they are used in commercial premise they will need to be serviced every year as per British Standards. Fire Protection Shop can service your fire extinguisher for you: https://www.fireprotectionshop.co.uk/fire-protection-shop-services/fire-extinguisher-and-fire-blanket-servicing/

Q. Does your fire extinguisher need servicing?

A. If your fire extinguisher is used for commercial use your extinguisher will need to be serviced, find out more in our blog about why you should get it serviced: https://www.fireprotectionshop.co.uk/blog/fire-extinguisher-commissioning/

Q. Are your fire extinguishers supplied and ready for use?

A. All of our extinguishers are ready to use. If you are a business you need to be compliant with BS5306:3 2009. This recommends that new fire extinguishers should be subject to an initial service (commissioning) on-site and immediately prior to installation.

Q. Can we rent out an extinguisher?

A. Our fire extinguishers cannot be rented and are for purchasing only.

Account Queries

Q. How do I set up an account?

A. To set up an account, click My Account in the top right of the website and click Register.

Q. How do I change and check my account details?

A. To change or check your account details, simply login to your account and click on profile details under my account.

Q. I’ve forgotten my password, how do I reset it?

A. To reset your password, click on my account, sign in and then click forgot your password. You will then need to enter your email and click reset password. You will receive a new password and a link to sign in.

Complaints

Q. I need to make a complaint, how do I do this?

A. We are sorry to hear you would like to make a complaint. To do so please email: [email protected]

If you are interested in our fire safety equipment, fire risk assessment or fire training, contact our sales team today on 0800 316 1469, email us at [email protected] or visit our website: https://www.fireprotectionshop.co.uk/