FAQs > About Your Order FAQ's

faqs

Questions

What notification will I receive about my order?

I haven’t received any emails about my order. What do I do?

Can I add to my order?

Can I cancel my order?

Can I change my order?

 

Questions relating to your delivery

http://www.theofficesuppliessupermarket.com/faqs/delivery-faq

 

Questions relating to your payment

http://www.theofficesuppliessupermarket.com/faqs/payment

 

Questions relating to products and returns

http://www.theofficesuppliessupermarket.com/faqs/returns

 

Answers

What notification will I receive about my order?

You will firstly receive 2 emails – one will be from the credit card handling company, and it will quote our order number and your total transaction amount. The second email will quote the same order number and will confirm the items, descriptions, product code, quantities and prices of your order, as well as the billing and shipping addresses. The latter may not be sent immediately.

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I haven’t received any emails about my order. What do I do?

You should receive 2 emails from us. Sometimes, some email software and/or internet service providers (ISPs) will mistakenly treat the confirmation emails as spam so check your junk mail folder in your email software. Also check your junk mail handling rules in case the messages are being rejected or deleted automatically. Finally check with your ISP just in case their spam filter is similarly rejecting or deleting messages. It may be that you have accidentally provided a wrong or invalid email address in which case the confirmation will not arrive. If this is the case, contact us via the contact us page quoting your name and approximate time of order and we can locate and usually resend a confirmation email. We cannot resend the email from the credit card company, but we can confirm if the transaction has taken place.

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Can I add to my order?

This all depends on timing really. If you need to add an item to an order you have just placed, place the second order online. Then use the Contact Us page to inform us that you have placed 2 orders. We will try and merge them together into one shipment for you, but we cannot guarantee to do so – for example if several hours have passed between the orders, it is possible that the first order has already begun to be processed and so it cannot then be modified. We cannot add to any order if the second order is placed using a different billing address or is to be dispatched to a different delivery address. They will remain as separate orders, attracting, if necessary, separate carriage charges.

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Can I cancel my order?

If you notify us quickly enough, that is within a couple of hours of placing the order; we can stop the order and the card payment. However, if you place you order towards the end of the day, you will have very little time to cancel before the order gets processed. If we have already begun to process the order, we will try to cancel it, but if the item has already been shipped out, you will have to accept the order – in that case, see the question I don’t like the item, I want to return it below, where you can seek to return the item for credit.

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Can I change my order?

You may be able to, but again this will depend upon whether your order has been processed or not. If it has already been processed then we are unable to change it. Instead we can arrange to cancel the item whilst you order the required item as the replacement. It’s easier to do it this way than attempt to change part numbers on an order. If you need to order a higher quantity, place another order online for the extra quantity. If you need less than you ordered, contact us to seek a return of the unwanted quantity.

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