Q: What payment options do you accept?
Credit Cards - Visa, Mastercard, Delta, Switch, Maestro, Solo, JCB, Visa Electron.
Paypal - You have the option to use your Paypal account automatically when checking out.
Bank Transfer - Please use this option if you wish to make a payment direct into our UK or €uro bank acccounts. We will send you an email with bank details and watch for the payment.
Q: Is your site secure?
A: We use the Royal Bank of Scotland owned Worldpay.com system to securely handle all payments. Your credit card information is encrypted using high security SSL (Secure Socket Layer) pages on the Worldpay website and here at Androv Ltd we do not receive your credit card details directly, but only the payment via Worldpay. Furthermore when you send us your address and order details these are also secured on our website using SSL encryption. You can see that the pages are secure because the address in the address bar changes from being http:// to https://. You will also see a padlock symbol or key in the bottom bar of your browser.
Q: How much is delivery within the UK Mainland and Ireland?
A: We have a flat rate of £4.95 up to 50 kilos unless indicated otherwise on a specific item for the UK, and £7.95 (€8.95) for Ireland. This means you can order any number of most items for the same rate. You will see the exact charge as you place your order.
Q: How much is delivery to other EU countries?
A: We have a flat rate of €8.95 up to 50 kilos unless indicated otherwise on a specific item for most European countries that we ship to (regretfully we do not deliver to every EU state). You will see the exact charge as you place your order.
Q: How much is delivery to offshore UK Islands?
A: We have a flat rate of £12.95 up to 50 kilos unless indicated otherwise on a specific item. This means you can order any number of most items for £12.95. You will see the exact charge updated as you place your order, and after you have selected United Kingdom Offshore Islands. This is for the taxable islands.
Q: What about tax and delivery to Jersey and Guernsey?
A: We have a flat delivery rate of £12.95 up to 50 kilos unless indicated otherwise on a specific item. This means you can order any number of most items for £12.95. You will see the exact charge updated as you place your order, and VAT willbe zeroed. You must select Jersey or Guernsey from the dropdown options.
Q: How long will delivery take to my UK address?
A: Almost all items are shipped the same day directly from stock and take between 2 and 4 working days to arrive from our main European warehouse in Germany. All items are sent via UPS couriers (except to smaller islands) and therefore need to be signed for on delivery. We automatically email you at around 4pm on the day with the UPS order tracking details.
Q: What about deliveries to Northern Ireland, Southern Ireland and Scotland?
A: These are no problem, and we have the same delivery charges, but please note that delivery to these locations can sometimes take an extra 2-3 working days. But as we use UPS couriers to these locations you can track the order online from the day it is sent.
Q: What about delivery to other countries?
A: We do deliver throughout Europe, and charges are the same for delivery, plus you have the option to purchase in Euros when checking out on this website. For orders OUTSIDE Europe UK VAT is automatically deducted.
Q: Can you deliver to my work address or another residential address?
A: This is normally no problem at all. Please just complete the alternative delivery address when shown at the checkout. We will contact you if there are any security issues.
Q: Do you take debit and credit cards?
A: Yes we all take all debit and credit cards such as Visa, Switch, Maestro, Mastercard and others. We do not take American Express or Diners Club at this time. If you have an older style Switch card just select Maestro at the Worldpay checkout.
Q: Are my card details safe with you?
A: When checking out you will see that we use a secure "Worldpay" page for the card transactions. Worldpay is owned by The Royal Bank of Scotland and they process the transaction. Androv Medical never has direct knowledge of your credit card details.
Q: What if I purchase more than one item?
A: Carriage charges are based on weight, so you can usually purchase many of the same items for one single carriage cost.
Q: How do I know if the item has been sent?
A: Our system automatically sends an email at the point of despatch, and you will also receive a notification and tracking details from UPS by email.
Q: Do I need to leave my phone number?
A: No. We respect your right to privacy, but do strongly recommend leaving a phone number to assist with any possible delivery problems, especially on the heavier and more expensive items. We will not use your phone number for marketing purposes or pass it to any other company, it will only be used for order, delivery or return queries.
Q: What if the item is faulty?
A: Although this is rare, you would need to send the unit back to our UK returns office in Surrey or our European head office in Germany if preferred. Once proven as faulty we will despatch a new unit and refund any costs incurred for the return. However you MUST contact us by email or phone prior to sending goods back, as it might be that we just need to send an additional spare part, or can advise a simple fix etc.
Q: What about other returns?
As a consumer (not a business) under the European Distance Selling Regulations you always have the right to cancel an order within seven days, or seven days from receipt of the goods (whichever is the longer). In this case your payment will be returned via the original method of payment (e.g. Paypal to Paypal or Bank to Bank). If the order has already been despatched please contact us immediately (as we may still be able to stop the delivery) or otherwise send the item back to our UK or European address for a full refund - but please enclose your order details so that we can process this quickly and efficiently.
Our mission is to bring our customers the very latest innovative and effective medical solutions available today. If you have any further questions please email email@example.com