Frequently Asked Questions

Logging In | Browsing & Adding Items | Online Security & Payments | Benefits To You

Logging In...

Q: How can I get access to my special prices / discounts?
A: If you are not logged in, all items will be displayed at full list price. Any special prices etc. associated with your account will only be displayed once you have logged in using your email address and your password.

Q: I've lost / haven't received my password.
A: To be sent an email reminder of your password, simply click here and follow the on-screen instructions.

Q: My email address isn't recognized when I try to log in.
A: The address we have on our records may be out of date. To update or acquire the address on our system, please contact us and one of our staff will be happy to assist you.

Q: I require a account - how do I get one?
A: In order to qualify for a account, new customers must first register their details with us. Once your application is received, you will be contacted by one of our staff who will guide you through the following stages and obtain more information if necessary.


Browsing & Adding Items to your Basket...

Q: How do I find the item(s) I'm looking for?
A: There are two methods available - via search, or by browsing via category:

By Search: Simply type in the keywords which best describe the item you are looking for into the text box marked 'Search' in the top left corner of the screen and click 'Go!' A number of matching items will be presented based on your input - if any of the items displayed match what you're after, simply click on that item for more info. You may be asked to refine your search by selecting a keyword or category - if so simply click on the most applicable to be taken to the matching results.

By Browsing: Using the main menu to the left of the screen or the text links at the bottom, simply select the item type you are after - either Valves, Instruments or Plus (accessories etc.) From there you will see a number of categories to choose from, simply click on the one you desire and all the items available within that category will be displayed.

Q: I've found the item I want, but nothing happens when I click on it. How can I add it to my basket / see more info?
A: The majority of items are available in many different sizes, each with its own price etc. In order to see buying options, select quantities and see a larger image of the item, simply click on the size you require. You will be then taken to the item's page where all of the aforementioned features will be available.

Q: How can I see technical information / specs / sizes of an item?
A: Many of our items have Datasheets available to download for free in .pdf format - if this is the case for a specific item, a 'Datasheet' weblink will be visible, clicking on which will download the file. The number of available Datasheets is increasing all the time as we endeavour to provide this documentation for as many of our items as possible.

Q: I require evidence of WRAS certification for a product.
A: WRAS certificates, where available, can also be downloaded in a manner similar to the above. Were applicable, WRAS certified items will have a weblink pointing to the relevant file in .pdf format. Please note that if a weblink doesn't exist, this doesn't necessarily mean the item isn't WRAS approved - if more info is required on a specific item, please contact us.

Q: I don't have Adobe Acrobat / the Datasheets or WRAS certs don't work when I download them.
A: A free copy of Adobe Acrobat Reader, which is required to view these documents, can be downloaded by clicking here.


Online Security & Payments...

Q: How can I be sure that any card details etc I provide are safe?
A: We have taken steps to ensure that all transactions processed over this site are 100% secure. To protect you, the customer, we’re using a 3rd party company who specialise in safely handling online monetary transactions. Any details you provide will be securely encrypted to the highest PCI standards, using technology comparable to that of any online retailer in the world. Your transactions will be protected by highly advanced systems which automatically detect and quarantine suspicious purchases. This 3rd party even has a team of experts dedicated to monitoring our online sales for illegal transactions. On top of all that, extra security features offered by Visa, Mastercard etc are also available.

Q: Do I have to pay now, or can I wait to be invoiced?
A: Merchants who already have an account registered with us will be able to take advantage of 30 day payment - simply place your order online and wait for our invoice. First time or one-off customers, however, will have to pay up-front for ordered goods via the website.

Q: What payment types can I use?
A: We accept all major credit and debit cards - however, we cannot accept American Express at this time. Please also note that alternative payment handlers such as PayPal are also not applicable as part of our service.


Benefits To You...

Q: What are the benefits to me as a customer of using this e-store? What do I have to gain over traditional purchasing methods.
A: Our online store will never sleep, giving you access to our range of products any time, any day, anywhere. Your online orders are instantly registered onto our system awaiting a response from our highly trained team, rather than having to wait for your order to be manually processed. This makes the whole process faster and more efficient. Not having to make phone calls or write out fax orders also makes your life easier and saves you money. Our new e-store will put full control of item purchasing into your hands.

If the above Q&A do not answer your query, please click here to contact us and we will endeavour to get back to you with an answer as soon as possible.

< Back