FAQs
We have gathered some frequently asked questions so you can get to the answers you need quicker. We hope you’ll find everything you need here, but if not then please contact us and we will be happy to help. For the quickest response try our live chat in the bottom right corner of your screen.
Ordering
Yes. We offer a complete range of colors above those offered on our website for most products. Additionally, we can offer custom webbing containing text, full color graphics and photos. To find out more about customizable products please contact us.
Yes. We can process orders over the phone, please contact us to do so. However, we do advise you place your order online for faster processing.
Please contact us to see if we can change your order. We try to process orders as quickly as possible and therefore it can be difficult to change an order after being placed. If it has been over 24 hours or after we have processed your order, we won’t be able to change it.
If you need to cancel your order, please contact us immediately. If you wish to cancel within 24 hours of placing your order and before being processed, then orders can be cancelled easily. If you order has already been shipped, then we can’t cancel the order and you will need to raise a return request.
Sometimes things can go wrong, and we will work to rectify any issues as quickly as possible. Please contact us immediately and provide as much information as possible, including order number, items in question, and any other relevant information.
Payment
While we prefer you make payment for your order on our website, if you are having any problems making your payment, then please contact us and we can process your order and take payment over the phone.
Yes, we can offer credit accounts to businesses. However, all applications will be subject to relevant checks before acceptance. To apply for a credit account please contact us.
Delivery
Delivery cost is calculated by the size, weight, and delivery destination of your order, because of this complexity, we can’t provide overall costs and can only offer costs on an order by order basis. To calculate the cost of your delivery, use the shipping quote option in the basket/checkout process. If you would like to place a large order, please contact us and we can give you a custom shipping quote.
Delivery times can vary and are largely dependent on the delivery destination and service. You can find indicative delivery lead times for our standard ground delivery service on our delivery page.
Yes. We can offer expedited delivery services, but this is dependent on the size and destination of your order. The services we can offer will be available at checkout. However, please contact us for more information on enhanced delivery services.
Returns
To begin a return, you must first contact us so we can establish the reasoning and process accordingly. At this stage you will be given an RMA number which is imperative for a return to be accepted and is only valid for 30 days. Then you will need to ship the products back to us by a prepaid and insured carrier method. When received we will process the return and any refunds and/or replacement products. For full details, see our returns page.
An RMA (Return Materials Authorization) number is a reference number used for the returning of products to us. We will not accept any return without one, neither will we process any refunds and/or replacement products. The RMA number allows us to track and store all details about a return and speeds up the returns process. RMA numbers can only be obtained by contacting us and are only valid for 30 days, any products returned after this time will be refused. For more information, see our returns page.
We don’t accept returns for the following products:
- Product(s) without an RMA number or past 30 days of the RMA number being issued;
- Custom product(s) incorrectly ordered by the customer;
- Product(s) that have been installed, used, missing parts, or in any condition that isn’t brand new;
- Product(s) not in original packaging and not adequately packaged;
- Product(s) that have been altered in any way from their original state
For more information, see our returns page.
Unfortunately, we can’t accept returns of custom products if incorrectly ordered by a customer. However, if we have made a mistake then we will accept the return and replace accordingly. For more information, see our returns page.
If you have incorrectly ordered product(s) than any return will be subject to a 25% restocking fee, plus the cost of outbound delivery. This excludes any custom product(s), which aren’t eligible for return. We charge this fee because of the substantial cost we must undertake when accepting a return. For more information, see our returns page.