Frequently Asked Questions
Delivery
Q. How long will it
take for my order to arrive?
A. Delivery times can vary depending on the contents of the order. Orders can take up to 3 - 5 working days. 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.
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 are
becoming increasingly difficult.
Q. Why are delivery
charges so high?
A. Due to the weight and the nature of products we dispatch,
these are the chargers 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 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
sales@fireprotectionshop.co.uk
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 why you should get it serviced:
https://www.fireprotectionshop.co.uk/blog/fire-extinguisher-commissioning/
Q. Are your fire
extinguishers supplied 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 online profile account, click my account in the top right
of the website and click register.
Q. How do I change
and check my online profile account details?
A. To change or
check your account details, simply log in 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: sales@fireprotectionshop.co.uk