- CONTENTS
- Shopping cart problems?
- Use e-mail
- Where is your Sales office?
- Our automated system
- Customer receipt message
- SatCure Keep-me message
- Re: Your order message
- Sales confirmation
- If you use Hotmail, AOL or MSN
- Please look for our reply
- Please don't block our replies
- What Questions will Sales NOT reply to?
- What's the total order cost?
- What's the cost in dollars?
- What's the shipping cost?
- What guarantee do you offer?
- What if I ordered the wrong item/ it doesn't work/ I don't want it?
- How do I pay you?
- Credit Cards
- Are my card details secure?
- I insist on phoning you with my card details.
- Do you use Paypal?
- How do I place an order?
- Discount Voucher
- I can't find it in your catalogue
- Shopping Cart doesn't work
- Shopping Cart notes area
- Post and packing
- Next day delivery in Great Britain
- Weekend delivery
- Three day delivery
- Shipping to Europe, Ireland and offshore islands
- Export
- Shipping to a BFPO address
- Heavy/bulky items in GB
- Heavy/bulky items for export
- Can I collect from your warehouse?
- Availability - is it in stock?
- Alternatives - we may send something else
- We may refuse your order if you do this
- What if my address is incorrect
- Why do you need my phone number?
- Can you leave package with a neighbour?
- Can I pay for an eBook by cheque or cash?
- Where is my eBook?
- SatCure telephone number
- Prices and VAT
- I want a catalogue
- SKY cards, FTV cards, BLANK cards etc.
- I forgot to order something
- I need to add to my order
- My postcode
- My Surname
- Delivery address
- Foreign accented characters
- Advice by phone or letter
- Address for cheques
- What if you sent me the wrong item
- Check your order on delivery
- Where's the rest of my order?
- Where is the order?
- Where is the reply?
- Terms and conditions
- Technical questions
- Web Sites
- Get our News letter
- Discussion forum
- Contact Sales
NOTICE!
Shopping cart problems?
Click Here.
- We recommend that you do not use AOL, MSN or HOTMAIL as your primary email address, since they often trash our email replies.
Use e-mail In order to minimise costs we communicate by email whenever possible. By placing an order or asking for advice you agree to communicate with us by email. In order to ensure a quick reply, please use our web site email form. If you simply reply to a message from us you may be sending your reply to a staff member who is on holiday or away from the office so your message will not be read until they return.
If you receive no reply within a reasonable time (5 working hours max) please check your "junk mail" then write again, giving an alternative (working) email address.
- We recommend that you do not use AOL, MSN or HOTMAIL as your primary email address, since they often trash our email replies. Yahoo webmail seems more reliable (but do check the "Junk Folder").
Sales Office address:
SatCure Distribution Ltd.
PO Box 73
Oakengates
Telford
TF2 8WR
Our Sales Office is in a converted barn in a rural area with poor access so we do not accept callers. This allows us to provide a better mail-order service because we don't have distractions! In addition, we don't need to pay the wages of sales counter staff so we can maintain our low prices.
Our automated system
Our email system is fully automated. You will receive TWO automatic messages after you complete your order, followed by a Stock Confirmation from one of our Sales Staff. Some people see this as "information overload" but it's our way to ensure that you are fully informed so PLEASE take the time to read the messages. Check what you've ordered - some people order the wrong items and don't find out till they receive them! Read the notes - some products come with downloadable instructions or a web page with information. Ebooks are themselves downloadable. For all of these you need to CLICK on the link(s) that we provide. For eBooks you also need the username and password. Your credit card number is NEVER sent in an email.
"Satcure - Order Confirmation" message
If you placed an order you should have received an Order Confirmation by e-mail direct from the shopping cart server within 10 minutes of completing the order. If you did not then you may have mistyped your email address. Read the Customer Receipt carefully as it may contain links to information pages that you will need. This is a raw copy of your order, as you typed it, without alteration.
"SatCure Keep-me" message
Within 5 minutes you should also receive an edited copy of your order from OUR server. Please check it carefully as THIS is the one we will work from. Please read all the notes below it since our computer checks for errors and will notify you if it finds any. Simple things like mistyping the name that's printed on your credit card can delay your order so please look for these notes. (The computer is not perfect; it might spot an obscure mistake while missing a blatantly obvious one! Sometimes it even spots "mistakes" that aren't). Some hours (not at weekends) after this message, you should receive a personal reply from Sales to confirm stock availability. See below.
Stock confirmation from a real person
An e-mail message will be sent to you personally by sales to confirm the shipping date and total cost. This will normally be within no more than 3 hours if it is now between 9am and 2pm UK time, Mon- Fri. The warehouse is closed Saturday and Sunday. Orders placed later in the afternoon, at night or at the weekend and holidays will be acknowledged on the next working day. If you do not receive a personal reply (except for eBooks) then your order has been overlooked by our human staff or you are trashing our replies in error (see below). Please eMail us TODAY and include your Customer receipt number (order code). See notes below about email problems.
WE MAY NOT BE ABLE TO REPLY TO FREE EMAIL ADDRESSES AND AOL!
If you omitted to give us a proper e-mail address, we may not be able to reply. Hotmail addresses, MSN, AOL addresses (and some other free email providers) often get blocked when we send a personal reply. The automatic order verification may arrive but our personal reply simply will not reach you and we can't do anything about it. If you don't receive a personal reply please check your "Junk folder" then send us an alternative real e-mail address - yours, or your spouse's, a friend's or a neighbour's. Be sure to include the order reference or your postcode. Free Yahoo addresses seem to be OK (but do check the "Junk Folder") but Hotmail/MSN/AOL addresses are only sometimes OK. Don't worry, we will never use your email address to send you unsolicited messages or give it to anyone else.
- It is a condition of sale that you use a reliable email address which does not trash or lose our replies and that you give a working alternative address (which may be yahoo.co.uk or similar).
EMAIL sales - click HERE
EMAIL technical - click HERE
Back to Contents list
Please look for our reply
We always reply to orders and relevant messages within a maximum of 24 hours during the working week (Mon - Fri). Usually within 3 hours if your message arrives before 2pm. If you receive no reply then your message was probably not relevant to this department or your e-mail is not working or your computer or ISP trashed our message or we couldn't understand what you were asking. If you don't receive a reply you are welcome to send your message to Technical with a request for a human response. If you receive no reply to that within a reasonable time then the fault is not ours.
Please look for the reply because there may be questions to answer before your order can be posted or we may need to advise you on stock availability. If you receive no reply after 3 hours (during the working day) then it's likely that your order did not arrive for some reason or our reply has not reached you because of server delays. Please use the web site email form to send an URGENT e-mail to SALES (not technical) to ask about orders. Be sure to quote your name and postcode and the Customer Receipt number so we can give you the fastest possible response. Again, if you receive no reply within a reasonable time (apart from weekend and bank holidays) then you have an email problem. We find this occurs most often because of aggressive "spam" filtering by AOL and a few other ISPs. Please ensure that you have "whitelisted" our satcure.biz, satcure.com, satcure.co.uk, satcure.net and visionaids.co.uk addresses.
Our shopping cart asks you to give an alternative email address. We will use this for manual replies if we suspect that replies are not reaching you at the primary email address. If you don't receive a personal reply please check your "Junk folder" then send us an alternative e-mail address - yours, or your spouse's, a friend's or a neighbour's. Or get a free email account with yahoo.co.uk and use that (but do check the "Junk Folder" for our replies).
Please don't block our replies!
If you use an email checking service such as "Spam Arrest" you MUST NOT PLACE AN ORDER because our servers will be unable to reply. Use a different email address. If necessary, get yourself a free Yahoo address and use that for your order (but do check the "Junk Folder").
Note: some email providers - notably AOL - trash our replies. If you place an order YOU CAN NOT use an AOL email address as your primary address in the shopping cart!
What questions will Sales Department NOT reply to?
- Technical questions
- "Do you stock?" questions about products that are already in our catalogue.
- "Do you stock?" questions about products requiring technical knowledge (ask Technical instead).
- eBook questions apart from refunds (ask Technical)
- "Do you do installations?" (No, we do mail-order sales).
- Requests to phone or fax you - we really don't have time - please use e-mail
- Requests for prices if they are already in our catalogue
- Requests for us to suggest suitable products (that's technical)
- Requests for charity or reduced prices for small quantities (we may discount high value orders).
- Questions relating to Sky policy, cards, programmes, frequencies etc.
- Link requests (please click here instead)
- Viewing card questions
- Questions already answered on this page or our Terms and Conditions page.
We can not supply FTV or Sky viewing cards. Please contact Sky.
WE ARE NOT SKY. WE HAVE NO CONTACT WITH SKY
From time to time we get people complaining to us about Sky programming or Sky's lack of service, poor customer support and similar, as if it were our fault. This has nothing to do with us. We will not reply. We have provided a discussion forum for such rants so please use it. :-)
What's the total order cost?
We get loads of messages like "please quote me for a ...." and "please tell me the total order cost for shipping to...".
You don't need to ask us. Simply add the items to the web site catalogue "shopping cart", select the "Delivery Location", "Delivery Method", and click "recalculate". The total cost will be displayed for you. There is absolutely NO OBLIGATION TO BUY. You can use the shopping cart simply as a calculator.
What's the cost in dollars?
There are lots of web sites giving exchange rates. Here's one:
http://www.x-rates.com
As a very rough guide, the cost in US dollars will be slightly less than double the GBP price right now as the exchange rate is around 1.9 dollars to the GB pound. We will take payment in GBP but your credit card company will convert this to your own currency. They may charge you a small commission for the conversion.
What's the shipping cost?
See above.
Why is your minimum postage charge £2.50? This is surely robbery if I just want a 16p "F" connector!
It costs the company £2 to "raise an invoice" (whatever that means - accountant-speak - probably includes paper, ink, printer wear & tear, computer maintenance, wages, heating, lighting etc. for 2 minutes) and 20 - 50p for a "padded envelope" plus 28p for a 1st class stamp (is it still 28p?)
So our minimum charge of £2.50 is actually very reasonable. On a small order we could even make a loss! Most companies charge more.
What guarantee do you offer?
We pass on the manufacturer's guarantee to you. For new items this is never less than 12 months from the date of purchase. However we will not replace or refund the cost of goods which you have damaged through lack of care or by ignoring the manufacturer's instructions, or our instructions, or information freely provided by us in our web sites, catalogue or data sheets. Damage caused by dirt, dust, water ingress or heat as a result of poor installation is specifically excluded. Damage caused by electrical surge, especially via a mains power connection or telephone line is specifically excluded. Your statutory rights are not affected.
That's the legal stuff but we do try to be fair and if something fails through bad design or unsuitability for the task that we supplied it to perform then we'll do our best to put things right.
If something fails in service and we think your claim is justified we'll replace it or give you a full or partial refund. You know what seems fair just as well as we do. We play fair. We keep records for at least 5 years so you don't even have to produce your invoice. Simply tell us your postcode or account number and the year of purchase and we should be able to locate the invoice. (But if you can tell us the invoice number it will save time). Please also read our Terms and Conditions for more details.
What if you sent me the wrong item?
Please check with us first to ensure that we haven't simply sent you an acceptable alternative. If we have definitely made a mistake, we may ask you to send it back to us using Recorded Delivery or similar and we will reimburse your postage costs. If the item is too large or heavy to ship back, we may arrange for a carrier to collect it.
How do I pay you?
Credit card, cheque, UK Postal Order, UK Bankers Draft or cash. But please read our Terms and Conditions page. All the information is there. Also see Paypal.
We now check every card manually against the name and address of its user. If the details do not match exactly we will contact you for clarification. This will unfortunately delay your order but please understand that it's for your own protection. If you do not respond within 24 hours we will report the attempted fraud to the appropriate department for investigation.
Due to confidentiality laws in Denmark, Australia and France we are unable to check any credit card addresses for payments over £100. This means that we cannot accept any credit card orders from these countries for over £100. By our own choice we also include USA in this category. However, customers in these countries may may pay for orders over £100 by direct bank transfer instead. In this case please select payment by "cheque" then contact Sales for advice on how to initiate a funds transfer. Other countries are not affected.
IMPORTANT: Your credit card statement will show "Vision Aids, Telford" as the payee. This is the trading name of our security camera division. Nothing to do with spectacles!
Missing or incorrect details
If you have deliberately omitted details of your name, address or card, which we require for card processing, we may levy an additional order handling charge to cover the extra administration costs. If you falsify any details or type "none", "xxxxx" etc. then we will assume this is an attempted act of fraud and will report it immediately to your ISP and to the relevant authorities.
Credit Cards
We expect you to put your credit card number in the secure Shopping Cart form. Please don't ask us to phone you or you to phone us. This really IS a waste of time for all of us. It's unfair to everyone because we already struggle to get all orders out by 3pm. By asking us to phone, you are virtually guaranteeing that somebody's order will be delayed. (Probably yours!) The same thing applies if you insist on phoning us. Please don't. If you want to fax your details that's fine, provided that you don't mind if the sheet ends up on the city rubbish tip next week if we forget to shred it. If paying by credit card, please ensure that the delivery address is registered with your card company.
Commonest mistakes:
1. Incorrect expiry date
2. Incorrect card number
3. Incorrect security number
4. Incorrect cardholder's address
5. Incorrect email address
Please see our Privacy Policy
We now check every card manually against the name and address of its user. If the details do not match exactly we will contact you for clarification. This will unfortunately delay your order but please understand that it's for your own protection. If you do not respond within 24 hours we will report the attempted fraud to the appropriate department for investigation.
Are my card details secure?
Yes, very. Our shopping cart takes your card details on a secure server where it encrypts them and we have to enter three passwords to access them.
Note: If your card is refused because you mistyped your details or if you want to give us your card details for some other reason, please use the secure payment form CLICK HERE.
I insist on phoning you with my card details
Unfortunately our secure ordering system is web-based but what you could do is to place your order using the shopping cart and select "Cheque" as the method of payment. Then phone the Emergency number provided by the shopping cart and give the order number to the Sales member, stating that you wish to pay by credit card instead.
Note 1: Unlike our web based system, it's not secure because the conversation could be overheard and your details will be written on paper which could end up anywhere.
Note 2: By selecting "cheque" you deactivate our automatic information service so you may need to email us separately for the fitting instructions.
Note 3: There will be a £3 administration charge (non-refundable) for this service because it's unnecessary and takes a lot more time.
- Note 4: If you are blind and can't use our shopping cart, we will accept telephone orders from you. Please email us with your registration number from your Certificate of Vision Impairment and your phone number. Request that we phone you to take an order and we'll do so as soon as convenient.
Do you use Paypal?
October 27, 2008 - For a limited period we are accepting payment by Paypal on a trial basis. If this is successful, we will continue to accept Paypal in the future. However, if you select Paypal, our shopping cart will NOT direct you to the Paypal site. Instead, it will process your order as if you selected "cheque/postal order". We will then email you with the invoice total (including 4% surcharge) and tell you how to pay. If you change your mind after ordering and decide to pay by credit card, click HERE. You can not order eBooks from SatCure with Paypal payment. If you want to do that, click HERE.
How do I place an order?
Look at our web site catalogue. There are several pages - each with a different theme, including Sky Digital accessories and kits, Analogue satellite accessories and kits, Apple Mac accessories, Hobby Electronics kits and parts, tools, meters and some audio accessories and various fitments for cars, caravans and motorhomes. There's also a convenient downloadable catalogue for satellite accessories.
Make a note of anything that interests you or add it to the shopping cart right away (you can always delete it by typing zero for the quantity). The prices given do NOT include VAT or carriage.
Then use our web site "shopping cart" to place your order, giving your address details then your credit card details on our secure server. (If you do not wish to pay by credit card, please state how you'd like to pay. As soon as you receive our order confirmation number by e-mail, send your payment to us (address below) and be sure to include our order confirmation number, your full name and address).
We are unable to ship to Indonesia, Africa and certain other regions where credit card fraud is common.
Discount Voucher
If the value of the items in your order exceeds £10 (not including carriage or VAT) you can enter a discount voucher number, in the shopping cart payment page, which can be obtained from participating web sites.
I can't find it in your catalogue
It seems a lot of PC users don't know how to use the "Find" function in their browser. I get lots of messages complaining that "I can't find LG in your list of remote control codes" or "I can't find tvLINK on your catalogue page".
OK, on an Apple Mac you press [cmd] [F]. Under Windows it's [ctrl] [F].
So find the catalogue index page in your browser, press the magic key sequence to get the "Find What?" pop-up dialog box, type tvLINK (or whatever) and hit Enter. That should find you the word if it's listed there. If not, open the most likely catalogue page and try again.
You can also search the entire web site by clicking on the orange Search tab at the top of any page.
Shopping Cart doesn't work
The shopping cart is very reliable. It is extremely rare that it doesn't work and, if that happens, it is unlikely that you will be able to add items to the cart at all.
Occasionally we get reports from customers like: "Your shopping cart won't work" or "the cart doesn't ask for my card details" or "I can't download my book". Please understand that such a report is extremely vague; if you expect us to help you should tell us precisely what button presses you are making, what you see, the page URLs (see browser address line), the exact error message.
For example, if you get a message like "cart not found" then it's likely that it has timed out. You have 30 minutes from the time when you add the first item to the time when you go to the payment page. If it takes you longer than 30 minutes, the cart will automatically reset and you'll have to start over again. (This is beyond our control).
If clicking on an "Add to Cart" button produces an error like "404 ww6.aitsafe.... not found" then the cart is temporarily unavailable due to a server fault or a "pipeline" fault. Please try later.
If clicking on an "Add to Cart" button produces an error like "incorrect userID" then that is either a server fault or more likely a programming fault just for that one item. Please try adding a different item to the cart as a test. If that works OK, please contact us with details of the item you tried to add to the cart and our web page URL (address line in your browser) where you saw it. We'll fix the fault ASAP.
Other likely problem causes:
- You do not have cookies turned on
- The cart has timed out
- You are using a satellite internet system which is incompatible with SSL
- You have not read each shopping cart page right to the bottom of the screen
- You have not read our notes about ordering
Solutions:
IF you've checked all the above, try ordering on a friend's computer.
- PLEASE READ MORE NOTES ABOUT SHOPPING CART PROBLEMS - CLICK HERE
Shopping Cart notes area
In the Shopping Cart there's a notes area. This is to allow you to add notes for clarification, to make certain we send the correct items to the correct address. It is NOT for questions or qualifications such as "don't send this if it's not blue and red in colour" or "please leave with neighbour if out" (we can't). You should use the e-mail facility to ask such questions before you place an order.
Post and packing
£2.50 will cover First Class postage for most small orders in the UK. You may choose "UK insured" Special Delivery (guaranteed next working day, insured) for £5 (minimum) to a UK postcode address. Standard airmail postage to nearby Europe is £3.00 or you may choose a faster method and pay extra.
Heavier items and hardware are sent by a carrier service which operates on the UK mainland only (normal charge £7.50 or £10 dependent on weight, size and value). This means that we will charge extra for sending heavy or large items overseas because we must get them shipped to us first and then arrange for an export company to get them to you. Many items such as satellite dishes CAN NOT be shipped outside mainland Great Britain by us.
- The shopping cart may give you a choice of shipping methods. Some of these methods do not provide fast delivery or tracking. If you need either of these options you MUST TELL US.
Two day delivery in mainland Great Britain
We act as factors to arrange shipping from a number of trade warehouses direct to your door. It is usually not easy or possible to get the warehouses to ship the goods to us then for us to forward them to you. This would certainly incur delays and additional costs. Consequently your order (if for more than one item) will often arrive in more than one delivery.
(We were originally offering "next working day" delivery but the carrier services are so unreliable that we can't guarantee this without charging a LOT extra. So any references you find on our site to "next working day" should now read "two working days". Obviously we do our best to achieve "next working day" but we are no longer prepared to guarantee it because that just results in complaints when it doesn't happen. We hope our honesty about this doesn't deter you from ordering! We fully appreciate how difficult it is to get a day off work - let alone two - so we suggest you ask us to deliver to your work address or to an address where there will definitely be somebody to sign on a week day. You may need to OK this address with your credit card company).
- We can not accept conditions such as "please deliver only on Tuesdays and Fridays".
If you order by 1pm and select "two day delivery" in the UK you should receive your order either next working day or the working day after. (Saturday and Sunday delivery is not an option). Roughly 90% will be delivered next working day, 9% on the following day and 1% after that. We do our best to achieve next working day but you can speed things up by helping us to work efficiently. Get your order (and credit card details) to us by 1pm Mon - Fri. If you choose "3 day delivery" then we'll normally use UK First Class Post for small items. It won't be insured and again you have about a 90% chance of receiving it next day in the UK (except for December and postal strikes). Post across water (Scottish Isles and Ireland) can take longer.
- We can not add directions to the shipping note. If your location is hard to find, please add directions in the "Company" field or on a spare Address line. Put the note (in brackets). There are 40 characters available on each line. Click HERE for more information.
If your order is small/lightweight and you choose a mainland UK destination, then you might see an option for "Special Delivery". This is your best bet for "next day" delivery, including Saturdays.
- It is usually not possible for us to add a note to the packages such as "leave in garage" or "get key from neighbour" or "ring the bell". This is especially so with larger orders which may be shipped from as many as three separate warehouses. See below. If you want us to deliver to a private address which is hard to locate you should use the "Company Name" field, or a spare address line, to include a note such as "(Behind Russop's Farm)" or "(1 mile after phone box)". Please keep it short! 40 characters are available for this information.
Recipient disabled or infirm?
If you have problems hearing a knock at the door, fit a LOUD bell and put a large note with an arrow and "RING THE BELL" printed on it. OPEN THE DOOR RIGHT AWAY! Drivers tend to be in a hurry and won't look for a camouflaged doorbell. They'll just knock and walk back to the van. If you haven't opened the door by the time they find your package, they'll assume there's nobody at home and simply drive away.
Items shipped to you direct from a trade warehouse (£7.50 carriage or higher) will be delivered Mon-Fri 9am - 6pm* by a carrier service (usually City Link and TNT). It is essential that there is someone available to accept delivery and sign for the goods. The carrier will not normally deliver to a neighbour. If nobody is available the carrier will attempt a second delivery (usually at no charge). After that, the goods will be returned to the warehouse. If you wish to change the delivery address you must inform us immediately. Changes of address within the carrier's depot area are usually free. If you change the address to one outside the depot area where the goods are held, the carrier will charge us for a second delivery and you agree to pay the additional cost.
Please give a delivery address, which is easy to find, where there will be somebody available between 8am and 6pm for at least the next two working days (UK) to accept, inspect and sign for the delivery (or deliveries). An office address with adequate parking space is ideal. Some of the lorries are quite large and may be unable to navigate a very narrow lane or a cul-de-sac with inadequate turning space. If a driver is unable to deliver for any reason which is outside his control then you may have to collect your order from a depot or you may have to pay extra for a second delivery attempt. If paying by credit card, please ensure that the delivery address is registered with your card company. This only takes a phone call. (Some card companies don't require it but please insist - it's for your own security).
- It is not possible to make an appointment for a delivery.
Please note that we may use First Class Post or Parcel Force from our Telford warehouse but the trade warehouses do not have this option and they will normally use only City Link and TNT or similar carrier service.
If you wish to know precisely which day and how your goods will be delivered (how many deliveries and which carrier services) our Sales department will be able to tell you so please don't hesitate to ask on the morning after you place your order (all Sales enquiries must be accompanied by the Customer order number from the shopping cart, please).
* In some circumstances where the carrier is delayed by traffic or unforseen circumstances, the delivery may be cancelled or made as late as 7pm. Unfortunately, the time of delivery can not be specified or requested.
- NOTE: We are totally dependent on the carriers or Royal Mail. Where we offer, for example, "two working day" delivery, this can not be guaranteed 100% and you will not hold us responsible for any costs or inconvenience which may occur as a result of non-delivery. We recommend that you allow additional time for delivery when arranging for time off work or booking professional help for installation etc.
Weekend Delivery
Saturday and Sunday delivery is not an option. We did offer Saturday delivery for a couple of years but the carriers were so incompetent that 9 out of 10 orders failed to arrive. Consequently we have given up all hope of offering a reliable weekend delivery service.
Obviously smaller orders sent by Royal Mail might arrive on a Saturday but we can't guarantee this unless you pay extra for Saturday Special delivery (costs more than weekday Special Delivery).
- NOTE: We are totally dependent on the carriers or Royal Mail. Where we offer, for example, "two working day" delivery, this can not be guaranteed 100% and you will not hold us responsible for any costs or inconvenience which may occur as a result of non-delivery. We recommend that you allow additional time for delivery when arranging for time off work or booking professional help for installation etc.
Three day delivery
We act as factors to arrange shipping from a number of trade warehouses direct to your door. It is usually not easy or possible to get the warehouses to ship the goods to us then for us to forward them to you. This would certainly incur delays and additional costs. Consequently your order (if for more than one item) will often arrive in more than one delivery.
If you select 3 day delivery we will use First Class post whenever possible for UK destinations. (This option will not be available if the items you order have to be shipped firect from a warehouse.) For overseas destinations we will use ordinary airmail. Please note that this is not insured. This is not a risk for you - if the package fails to arrive and if you do everything possible to assist us in getting a refund from Royal Mail then we will not charge you. However, loss of the package could incur large delays because we won't risk sending another by ordinary post.
First Class post has a 90% chance of reaching you next day (not Sunday) if you are in Great Britain. However, it could take longer. If you need it NEXT DAY please request "Special Delivery". Please note that this is an option only for small items that we can send in a small package. A signature will be required on delivery. Larger items get shipped direct from other warehouses and they use their own choice of 2 day carrier service (see above).
If you live in a City such as London, Birmingham, Manchester, Liverpool, Glasgow where theft of mail appears to be more common, you might like to ask us to use "Recorded Delivery". The additional cost is only about 70p and most items sent this way are delivered next day. Please note that this method does not insure the package against loss or damage (but we haven't ever lost one) and it will need a signature on delivery.
- NOTE: We are totally dependent on the carriers or Royal Mail. Where we offer, for example, "two working day" delivery, this can not be guaranteed 100% and you will not hold us responsible for any costs or inconvenience which may occur as a result of non-delivery. We recommend that you allow additional time for delivery when arranging for time off work or booking professional help for installation etc.
Europe, Ireland, UK isles
If you are in Europe or offshore please see notes below. Click Here.
- The shopping cart may give you a choice of shipping methods. Some of these methods do not provide fast delivery or tracking. If you need either of these options you MUST TELL US.
Export overseas
If you are in Europe but not in a EU country please select "International" and "Export" in the shopping cart and you will not be charged UK tax (VAT). However, you will probably have to pay import duty and tax in your own country.
If you try to cheat Customs and Excise by selecting "EXPORT" when the order is not for export, we will add the VAT to your invoice or we may refuse to ship your order. We may inform Customs and Excise if we think you intended to defraud.
We are unable to ship to Indonesia, Africa and certain other regions where credit card fraud is common.
Additional notes:
We can ship only certain small items outside of the Sky reception area.
The order would be shipped to the credit card holder's address only and this would be checked most carefully before shipping, with payment taken in advance.
The maximum order value would be £100.
We would not usually ship UK Sky products because they will not work outside the Sky reception area.
BFPO address
Our normal carriers can't deliver to the BFPO distribution centre in London. Therefore to ship anything other than a small package we have to call in Parcel Force specially. This costs us more than our normal carrier so we usually have to add a small surcharge to the amount shown for carriage in your order.
Heavy/bulky items in GB
In some cases, packages are so heavy that we have to charge more than the postage you selected. In such a case we will inform you so you have the chance to accept the extra charge or cancel. Such instances are rare because we can usually absorb the additional cost on a large order. Remember that large or heavy hardware items have a minimum £7.50 carriage charge.
If you are in the United Kingdom but not mainland Great Britain please note that our OFFSHORE shipping charges apply, except for very small packages that can be sent by Royal Mail. See below.
Heavy/bulky items for export
We act as factors to arrange shipping from a number of trade warehouses direct to your door. Consequently your order (if for more than one item) will often arrive in more than one delivery in the UK. For overseas it may be cheaper for us to gather the items at our Sales office and ship them in one consignment. This will incur a time penalty of a day or two.
- The minimum cost of shipping a heavy or bulky hardware item to Northern Ireland is £21. For Channel Islands and Europe expect a higher cost. Whenever the item is shipped by FERRY the carrier company charges a premium, which often makes the shipping cost higher than the item value! If the charge seems high, please confirm with Sales who might be able to ship by a slower, cheaper method in some instances. (The shopping cart will allow you to select "cheaper" for the shipping method. If you select this, we will use the cheapest method available, regardless of delivery time, which could be up to 30 days).
The shopping cart may give you a choice of shipping methods. Some of these methods do not provide fast delivery or tracking. If you need either of these options you MUST TELL US.
Tracking: parcels sent out of the UK can be tracked only as far as the UK port. We can give you a tracking number to confirm whether the package has left the UK but we can not track it in your country. We can not claim for overseas lost goods until after 25 days from the date of despatch. After that time we can claim compensation for losses and ship the goods again but we may charge an additional fee to ship by a more secure method on the second occasion.
Some items are simply too large or heavy to be shipped abroad. For these items you will find that the shopping cart calculates what appears to be a ridiculously high shipping charge. This is because we have to send the item to a crating company and pay them to crate it and ship it by TNT or similar. For such orders there is a 3 week (approx.) delay for crating before it can be shipped. Sometimes the cart gets the cost far too low - it's impossible to get it right for every country - but we'll advise you of the extra charge and confirm before we ship your order.
- We are unable to ship to Indonesia, Africa and certain other regions where credit card fraud is common.
Can I collect from your warehouse?
No. We provide a mail-order service and your goods may be shipped from one or more separate warehouses around the country. Only a small part of the stock is held in our Telford office. We do not operate a sales counter because we'd have to employ more staff and that would increase costs.
We act as factors to arrange shipping from a number of trade warehouses direct to your door. It is usually not cheap or quick to get the warehouses to ship the goods to us for collection.
Availability - is it in stock?
We act as factors to arrange shipping from a number of trade warehouses direct to your door. In order to check on availability we would have to contact each warehouse in turn. We will do this only if you place an order.
Most items in our on-line shop are available. We do our best to keep it up to date. However, the presence of an item in our catalogue or web pages does not constitute a promise to supply. Items may be out of stock or may have been deleted from a manufacturer's range without our knowledge. Or we may have just sold the last one in stock. It's impossible to keep the web site up to date to the minute. While we will do our best to supply any available item in a timely manner there will be occasions when we are unable to do so. If you need an item urgently you'll find a "tick box" in the Shopping cart just beneath the line for your email address: "CONTACT ME IMMEDIATELY if any item not in stock today". This tick box tells us to email you immediately if any item in your order is not in stock. So, if you use this tick box, you can get your order in the queue without having to email us to ask "Is it in stock?" or "Can you ship it today?" (We don't ship on Saturday or Sunday so, if you tick the box on a weekend order, we'll assume you are referring to Monday or our next working day if it's a holiday.)
Also read about Two Day delivery.
Alternatives - we may send something else
We reserve the right to supply alternatives, which are functionally identical to the items ordered, but may be aesthetically different from the pictures and descriptions in our web pages or catalogue. In such an instance, if the alternative is unacceptable to you, you may return it for refund at your expense. Colour and minor variations in shape are not acceptable reasons for demanding that we arrange collection or refund return carriage. Dust, dirt and minor scratches are deemed acceptable for items that will be installed outdoors. Where aesthetic features are critical you must inform us at the time of ordering.
We may refuse your order
We reserve the right to refuse your order if you are rude, aggressive, if we can not confirm your ability to pay, if your email is not working, if you attempt to cheat us or if you impose unacceptable conditions on us or on the delivery drivers. Some orders may be delivered to you in separate packages from up to three different warehouses around the country. If you stipulate conditions such as "get the key from next door" or "deliver between 9am and noon on Thursday" or "deliver everything in one consignment" then we will be unable to coordinate the deliveries and your order may be refused, or we may simply ignore your conditions.
So please give a delivery address where there will be somebody available between 8am and 6pm for at least the next three working days (UK) to accept, inspect and sign for the delivery (or deliveries). An office address with adequate parking space is ideal. Some of the lorries are quite large and may be unable to navigate a very narrow lane or a cul-de-sac with inadequate turning space. If a driver is unable to deliver for any reason which is outside his control then you may have to collect your order from a depot or you may have to pay extra for a second delivery attempt. If paying by credit card, please ensure that the delivery address is registered with your card company. This only takes a phone call. (Some card companies don't require it but please insist - it's for your own security).
We are unable to ship to Indonesia, Africa and certain other regions where credit card fraud is common.
If your address is incorrect
If the address you give us is incorrect in any way (or there is nobody to sign for delivery immediately Mon-Fri 9am-6pm) and causes us to incur additional delivery charges, then you agree to reimburse these additional charges. Carrier companies often charge up to £25 for redirecting a parcel sent to the wrong depot so please be sure to give the correct post code and house number. Please also ensure that the delivery address which you type in the order form is the actual DELIVERY address where there will be someone present if a signature is required. You can, for example, use your office address or a local shop address for delivery and type your home address in the card holder's address space. This presupposes that your credit card company will allow us to ship to the alternative address.
A lot of people omit their COMPANY NAME from the delivery address. If the company name is in the Invoice Address but not in the identical Delivery Address, our computer will copy it in automatically and put an asterisk * next to it.
If you have NO company name, please leave the box blank*. DO NOT TYPE "Retired" or "N/A" or (our favourite) "none".
*You may type additional location information in the "Company Name" line, such as "(behind Ridger's farm)" or "(first left after church)" - up to 40 characters.
Royal Mail's preferred addressing is like this:
Mr H Smith
(Behind Crocket's Farm)
45 The Croft
Elpy Village
FRANCHESTER
FR52 6TU
Why do you need my phone number?
We will not normally phone you except in an emergency. We simply don't have the staff or the time. We will certainly not make unwanted marketing calls. However, a landline phone number is part of our credit card check. It is required for ALL orders including eBooks. The carrier companies also insist on having a phone number so that their driver can contact the delivery address in the case of delays or if he gets lost. If you fail to provide a phone number, the warehouse may have to refuse your order. If the order is accepted but delivery is late or impossible, we will not accept responsibility if you failed to supply a working phone number for someone at (or with immediate access to) the delivery address. In exceptional circumstances, you may be charged for a re-delivery attempt.
We may also refuse your order if items are out of stock or if there is a problem with your credit card or payment. We are always looking out for stolen credit cards. We are unable to ship to Indonesia, Africa and certain other regions where credit card fraud is common.
Please see our Privacy Policy
Can you leave package with a neighbour?
This is up to the individual driver(s) but generally NO. We can not pass special instructions to the drivers. Bear in mind that your order, if large, may be coming from three separate warehouses in three different vans. If nobody is in to take delivery, it's likely that your goods will not be left. So please be sure to give a delivery address with easy access where someone will be available to sign for the goods. This may be an office, shop or neighbour. If paying by credit card, please ensure that the delivery address is registered with your card company.
Can I pay for an eBook by cheque or cash?
Yes but we won't tell you the download page until your payment has cleared. (You may have to remind us to give you the information after about a week).
Where is my eBook?
You have to download it. If you paid by credit card, the download page link is in your Order Confirmation "Keep-me" e-mail message. Please read the eBook FAQ page.
Prices and VAT
Our listed prices do NOT include Post, Packing, or VAT unless otherwise stated next to the item in the catalogue pages. The shopping cart adds VAT to every item. VAT is payable on all items (including the "service" of "Post and packing") but VAT is not added to the price of books and manuals or to any orders shipped outside the European Union so we will adjust the price accordingly if you type EXPORT ORDER NO VAT in the Shopping Cart message section.
If you try to cheat Customs and Excise by selecting "EXPORT" when the order is not for export, we will add the VAT to your invoice or we may refuse to ship your order. We may inform Customs and Excise if we think you intended to defraud.
Prices in the download catalogue (when available) may be out of date. Please refer to the on-line catalogue prices.
There is no VAT on printed/bound books or manuals (but, at the present time, 2008, we don't sell printed books or manuals).
There is VAT if the manual or book is in the form of a ring binder with replaceable pages or if it's in the form of a computer file for downloading or on a medium such as CD.
The following EU countries pay VAT:
Austria; Belgium; Denmark, except the Faroe Islands and Greenland; Finland; France, including Monaco; Germany, except Busingen and the Isle of Heligoland; Greece; The Republic of Ireland; Italy, except the communes of Livigno and Campione díItalia and the Italian waters of Lake Lugano; Luxembourg; The Netherlands; Portugal, including the Azores and Madeira; Spain, including the Balearic Islands but excluding Ceuta and Melilla; Sweden; United Kingdom and the Isle of Man.
The following EU countries do not pay VAT:
The Channel Islands; Andorra; San Marino; The Aland Islands; The Canary Islands; The overseas departments of France (Guadeloupe, Martinique, Réunion, St. Pierre and Miquelon, and French Guiana); Mount Athos; Cyprus; Gibraltar; Malta; The Vatican City.
If you are in Europe (EU) and have a company V.A.T. registration number and your shipping address is outside the UK then you can avoid paying this tax by including your registration number in your order and the words "EU company order, no VAT". You must do this at the time of ordering. An administration charge of £2 will be added to EU no VAT orders because of the additional bookkeeping work and phone call to Customs and Excise to validate your number that it requires*, so there is no point in asking for no VAT if the order value is small. If your registration number is invalid then we reserve the right to charge you with all reasonable administration costs and not to ship your order
*Sometimes we can validate your VAT number on the web site but it still takes time.
I want a catalogue
We do not supply a printed catalogue. However, you can download a copy of our satellite/Freeview TV catalogue (when available) at:
http://www.satcure.co.uk/catalog.htm or
http://www.satcure.net/catalog.htm
You can print this out if you wish.
SKY cards, FTV cards, BLANK cards etc.
We can not supply cards or subscriptions or advice on these.
You forgot to order something?
If you omitted any details from your order, NOW is the time to send SALES (not technical) a message. Be sure to tick the "URGENT Order Addition or change" selection on our email form.
Order Addition
If you omitted any delivery address details such as postcode or zip code or your daytime telephone number or complete item descriptions, then please e-mail them to SALES now. Be sure to tick the "URGENT Order Addition or change" selection on our email form.
Your postcode
A UK postcode has a specific format which includes a space character. Please be sure to type this correctly with CAPITAL letters as required by Royal Mail and all carrier services. We can't send a UK order without a postcode. If you type it incorrectly you will find a warning message in the automatic reply. We will try to correct it if it is obvious. We will not accept responsibility if your order is delayed as a result of your error in your postcode. Please check it and type it carefully because delivery companies rely solely on the postcode to determine their nearest depot. Re-routing a delivery through a different depot may cost you up to £25.
Your Name
The credit card payment details MUST include the card owner's name as printed on the card + address and phone number. We must deliver to the cardholder's address or an address approved by his card company. We will not accept orders from "Dave", "Steve" etc. without a Surname. We will not accept orders for "Jarvis" etc. without initials or first name.
Please see our Privacy Policy
Delivery address
The order will normally be despatched to the delivery address which you typed into the cart delivery address fields. If you leave the delivery address blank, the order will be despatched to your normal address that you entered in the shopping cart. If paying by credit card, please ensure that the delivery address is registered with your card company.
Foreign accented characters
These can get corrupted by the shopping cart server software and email form. Please avoid using them.
Contact us
EMAIL sales - click HERE
EMAIL technical - click HERE
To avoid junk mail, we provide an email form which hides our email address. This incorporates a special "spam filter" which prevents it from being used by would-be spammers. We ask you to use this form for all contact because it saves our time and lets us serve you more efficiently. If you reply direct you may be emailing someone who is out of the office so your message won't be read.
Advice by phone or letter
We do NOT give advice or technical help by phone or letter unless you pay. Send an e-mail to Martin TECHNICAL for free technical advice. Free advice is by email only. He often works weekends and evenings but the sales warehouse does not. He can NOT usually answer questions about price, availability or delivery as he is 45 miles from the sales office and warehouse.
Our telephone number
If you buy from us you'll find our number on the invoice but PLEASE read on ...
We do not accept orders by phone* because it is time-consuming and leads to mistakes. It can also result in your credit card details being scribbled on a piece of paper which someone could copy or take.
We don't like to use phone or fax because it is too time-consuming and allows people to "jump the queue". In addition, if a customer phones us, it's usually because he's got a problem and wants to have a rant at someone. He probably doesn't have all the information to hand. This just wastes time. We can deal with problems more efficiently if we are not interrupted by phone calls so we normally restrict contact to email only. We usually respond very quickly to urgent messages from our email form. (If you simply reply direct to an email that we've sent you then there could be a delay if the original sender of the email is out of the office).
We will not phone you unless we can't contact you any other way. We may charge you for the call. We answer e-mail messages in the order received unless you tick the "URGENT Order Addition or change" selection on our email form. (Please don't tick this option for any other reason). If we don't reply to an URGENT message then it's probably the fault of your own e-mail service. Please always include an alternative e-mail address that we can use. Please use the EMAIL PAGE for order additions or urgent messages, NOT the Shopping Cart. Include your postcode and order confirmation "Keep-me" number.
*If you are blind and can't use our shopping cart, we will accept telephone orders from you. Please email us with your registration number from your Certificate of Vision Impairment and your phone number. Request that we phone you to take an order and we'll do so as soon as convenient.
Address for cheques
SatCure Distribution (Vision Aids)
PO Box 73
Oakengates
Telford
TF2 8WR
(United Kingdom)
If you send payment to this address, be sure to include our order confirmation number and your full name and address (typed legibly). Make cheques payable to "Satcure Distribution".
- If you chose NOT to pay by credit card, your order will not be shipped until we receive your payment and clear it through our bank. This can take up to 7 days. You should remind us to send your order when your payment has cleared because we have no automatic reminder in place. If you wish to receive your order quickly you can pay by credit card on our secure server by quoting your Keep-me Order number on this page: http://www.satcure.co.uk/payment.htm
(Please DON'T send sensitive information by email).
What if I ordered the wrong item/ it doesn't work/ I don't want it?
RETURNS
UK law says you have seven days in which to change your mind after receiving an order placed "at a distance". If you want to return an item, all you have to do is discuss it with us via e-mail (there may be a simple solution if it doesn't work). If you are still not satisfied, we'll give you a Returns Authorisation number and you simply return the goods to us in unopened, unused condition (original packing, nothing missing, carefully packed - please refer to our Terms and Conditions Returns Policy). We refund everything* except P&P unless it's our fault, in which case P&P will also be refunded.
- If you have used the item or made it appear to be used then we are not obliged to accept it back unless it is faulty.
In the case of an item which fails during the guarantee period we will require you to discuss it with Technical, to ensure it really is faulty, before returning it. If we provided you with installation or troubleshooting notes, please read them carefully and carry out any suggested checks. Report the results of these tests to Technical via email and be sure to include the original SATxxxxxxxxx Order number. If Technical agree that the item is faulty, ask Sales for a Returns Authorisation number and the address to send it to. In some cases it is quicker if you return it direct to the despatching warehouse so please do ask.
*In some circumstances we may levy a testing or restocking charge if the item is not faulty.
*Items which are not normal stock and have to be ordered specially for you ("Special Order") are specifically excluded from the refund agreement, although we may be able to give a partial refund if the manufacturer will accept them back.
Check your order on delivery
When the package arrives, make sure the order is complete with nothing missing (but see below) or damaged. Don't wait for days before telling us! DO NOT SIGN for anything without checking it's undamaged and do not let anyone else sign without checking the contents. (This instruction appears in more detail in every "SatCure Keep-me" message, which you will receive as soon as you place an order, so please read it carefully.
In the case of deliveries by Special Delivery or carrier: these have to be signed for. Occasionally well-meaning neighbours will accept delivery and you'll return home thinking that it hasn't arrived. We've had instances where a neighbour has signed for delivery then let his dogs chew the packages to shreds. If you have to go out, please make specific arrangements for someone to keep watch and accept the delivery. Ideally, they should have a note of authorisation from you but in practice we've known drivers to accept a signature from a passing tramp! Please make sure this can not happen.
In the case of fragile items such as aerials and dishes please check these very carefully for any distortion or damage which can prevent them from performing correctly. If there is damage either refuse to accept them or sign the sheet "DAMAGED GOODS". Unless you do this, we can't replace the goods. Always open the package before signing. Don't let the driver intimidate you. You are signing for "goods received in good condition" so he should let you inspect everything. It's not your fault if he's running late. If he refuses, please sign "NOT INSPECTED".
Where's the rest of my order? We act as factors to arrange shipping from a number of trade warehouses direct to your door. It is usually not easy or possible to get the warehouses to ship the goods to us then for us to forward them to you. This would certainly incur delays and additional costs. Consequently your order (if for more than one item) will often arrive in more than one delivery.
If part of the order is missing this may be because we have shipped items from different warehouses. It is not uncommon for us to arrange for three different warehouses to ship parts of your order separately, since this way can often result in a lower overall price for you. Regardless of how we arrange the shipping, you will be charged for only one delivery, provided that someone is there to sign for ALL deliveries. If two or more shipments have been arranged they should all arrive within the agreed timescale (e.g. two or three working days within the UK).
Remember that LARGE parcels sent by carrier will not be delivered on a Saturday. Smaller parcels sent by Royal Mail might be delivered on a Saturday, but this is not guaranteed.
Where is the order?
If the order doesn't arrive when we've told you it will, then it has been lost/stolen or we've forgotten to post it. If the package doesn't arrive whenever we specify please tell us on that day - don't wait! We keep records of everything posted and can easily check if you tell us your "Keep-me" number or the invoice number and postcode within no more than 7 days. If we've definitely posted it then it's probably at your local Mail Delivery Office awaiting collection. In the UK, the Royal Mail Delivery Office will keep it for only 7 days before sending it back to us or sending it to the lost mail centre. They often do this without leaving you a card (yes, we know they are supposed to inform you but if the postman ran out of cards he can't leave one)! Please ask your local Mail Delivery office (not necessarily the Post Office) if a small package does not arrive. If we've charged you £7.50 or more for carrier delivery instead, ask our SALES office and they will ask the carrier company where your parcel is.
In the case of UK lost mail (uninsured) we will usually not post a replacement until (unless) Royal Mail gives us a refund (maximum £36 in 2008). At that time we will then post another order to you if you wish but we may charge extra for a different delivery method.
In the case of an overseas order (sent outside the UK) you may ask us for the tracking number (if you requested an insured service). From the tracking number you will be able to see when the item has left the UK. From then on you should contact your local delivery service, with the tracking number, to determine where the order is.
If part of the order is missing this may be because we have shipped items from different warehouses. It is not uncommon for us to arrange for three different warehouses to ship parts of your order separately, since this way can often result in a lower overall price for you. Regardless of how we arrange the shipping, you will be charged for only one delivery, provided that someone is there to sign for ALL deliveries.
Where is the reply?
If we haven't replied then you may have a problem with your e-mail. Send us an alternative e-mail address. Users of AOL and Hotmail sometimes can not receive our replies so please do not give a Hotmail, AOL or MSN address!
Terms and conditions
If you have not already read the Terms and Conditions, please do so now.
http://www.satcure.co.uk/terms.htm or
http://www.satcure.com/terms.htm
Technical questions
If you have any technical questions you will almost certainly find the answers on one of the (hundreds of) web pages or in one of the downloadable books. The web sites AND the books have a local word/phrase search facility so you should be able to find what you need without too much difficulty. (Please USE this search facility before you waste time by asking "where is..."). The search link (orange tab) is on most pages. If you can't find the answer, e-mail Martin and tell him where you've looked. He'll tell you where you ought to look. A few pages are hidden. These give product troubleshooting information which we won't divulge if you bought the stuff elsewhere!
Start with the Sky Digital FAQ page:
http://www.satcure.co.uk/digifaq2.htm or
http://www.satcure.com/digifaq2.htm
Thank you for taking the trouble to read these notes. If you do as we request it helps us to avoid mistakes and to give you the best possible service. The less problems we have, the more likely we are to process orders quickly and efficiently.
See our web sites at:
http://www.satcure.co.uk (UK Sky Digibox and Apple Mac accessories) and
http://www.satcure.com (mirror site for above) and
http://www.your-book.co.uk (Analogue satellite)
http://www.satcure-focus.com (electronics, car, caravan, AV, security cameras).
http://www.The-Cool-Book-Shop.co.uk (Our new bookshop)
http://www.samedayremote.com/search.html (remote control handsets for everything)
http://www.telepart.co.uk (spare parts for TVs and VCRs etc.)
http://www.electrokits.co.uk (Electronic kits and gadgets)
News letter
Get our monthly satellite TV newsletter (free) at
http://www.satcure.co.uk/mailshot.htm
If you subscribe to the newsletter you will get a monthly news bulletin which currently goes to 5000+ people who obviously think it's interesting. Your details will NOT be given or sold to anyone else.
Thanks for reading this. I know it's an essay but we do our best to keep you fully informed.
You can get advice in the discussion forum at:
http://notonyourtelly.co.uk/forum/
Sales