FAQ's
The following page consists of our most frequently asked questions and answers which we hope will help you with any queries you may have. If you can not find the answer you are after please contact us.
1. What areas do you deliver to and what are the charges for your tools?
Our pricing has recently changed, as have our delivery locations and terms. We offer to deliver our products throughout the UK, Europe, and North America. Deliveries are usually completed through a national courier and have full tracking availability. We may also send smaller items through Royal Mail, in order to speed up the delivery process. Please note that delivery charges to some areas are mostly dependant upon weight, and to place your order outside of the UK mainland you will need to contact a member of a sales team on 01622 820291. Our collections usually take place at 09.00 every Wednesday and Friday morning, although as soon as you packages are ready, your order will be sent for dispatch.
Although the majority of orders are dispatched within 24/48 hours, please allow upto 5 working days for delivery. If you require items by a certain date, please call our sales team who will help ensure you receive your delivery on time. If an item is out of stock we will inform you and ask whether you would like us to send out what we have in stock or if you would like it all sent out in one go. There may be an extra charge liable if you require more than one delivery.
Please be aware that these prices are our cost prices and we do not profit from the postage charges. These prices are those quoted to us by our couriers and not by us. All delivery charges exclude VAT.
Zone A & B - £5.95
Zone C - £14.95
Zone D & E - £34.00
(Our courier deems these areas to consist of the postcodes:
IV, KW, ZE, HS, PH19-44, 49,& 50, PA20-88, KA27-28)
We offer free delivery on orders above £50 ex vat for orders to Zone A & B, and on orders over £125 ex vat for Zone C.
We use a number of couriers depending upon the location and weight of you package. Most packages are sent through Business Post, although from time to time we also may use DHL, TNT and Parcelforce. We may send smaller items through Royal Mail Special Delivery if it helps you receive your orders quicker. Should you prefer, you may also arrange for your own courier to collect from us. (Please select the collection option during checkout for this. We will let you know when your order is packed and ready to be collected. This option also will not be insured for any losses or damage during delivery).
Should you wish to collect your item, there is no charge, but we require a minimum of 24 hours to prepare your order unless agreed.
2. What guarantee do I have on my purchases?
All items on our site have different manufacturing warranties dependant upon the product and brand, although all items can be returned within seven days provided that that outer packaging has not been opened. All you need to do is contact us and we will arrange collection of the items. As soon as it has been inspected, a credit will be processed.
All of our tools are manufacturer guaranteed against faulty manufacturing and poor workmanship. Our tool equipment warranties are all dependant upon the type of tool. Generally, all hand tools are guaranteed for 12 months unless stated, and power tools are guaranteed for between 6 months and 3 years depending upon the brand. Manufacturer warranties last one year.
For some brands you may need to register the tool to get the warranty. For example, Bosch tools need to be registered at the Bosch UK website in order for you to receive your full 3 year warranty. Many brands request this as proof that your tool purchase was from a legitimate supplier like ourselves. If you have a problem with one of your products either inside or outside the warranty, please contact us, as we may still be able to help guide you.
3. Where Can You Send My Items
Due to increased levels of internet fraud, your first order with us must be sent to the billing address of your payment method. After your first order we may dispatch to different addresses, but you will need to call our sales office to confirm this once you have placed your order.
4. What are your terms and conditions?
To view our terms and conditions, please click the link at the bottom right corner of each page.
5. Is my item in stock?
We try to keep as many of our items as possible in stock but this it not an exact science and we can never guarantee what people will purchase. If we do not have an item in stock, we may send it to you direct from our suppliers. Should the occasion arise that our suppliers do not have the item in stock either, we will let you know when the item is expected. You will be given the option of waiting for stock or cancelling the remaining items from your order. Payment for these items will be refunded. Once items are in stock, they are sent out for delivery.
6. What is your product quality?
All our products adhere to the highest quality. We aim to provide products of such quality that you will visit us repeatedly for your needs.
7. Do you keep my personal details on record?
We are committed to protecting the privacy of your customers. All information we collect from you is to help us with your order and provide you with the best possible service in the future.
8. Can I change my personal details?
Your personal information can be changed at any time by contacting us. Please allow 48 hours for a reply.
9. Do you share my information that I give you?
We never give out any information that you provide to us to anyone for marketing purposes. You can remain assured that any information you provide will only be used by TIK Products Ltd. and no-one else. Your delivery details are required by our couriers to deliver your products, and sometimes they may request a telephone number so they can contact you if there are problems with making a delivery.
10. What methods of payment do you accept?
We accept payment made by all major credit cards and we can also accept payment by cheque if you wish, or cash on collection.
Card payments are processed through our merchant banking account, while we also accept Paypal. There may be a requirement for you to sign up to an account before you can use Paypal's service. Please note that these services have their own terms & conditions, and these must be agreed for you to use their service. For payments by credit / debit card your statement will read 'TIK Products Ltd'
We also accept payments via cheque. Should you prefer to pay with this option, please select this as a payment option when completing checkout. You will then be provided with full instructions to complete your offer.
For heavy purchasers, you can apply for a business account, and pay for your purchases nett monthly. To apply for this, please contact us for an application form. Please note - to apply for this you must have made a previous purchase from us in the last three months, and expect to average a monthly spend of £100 over three month periods.
11. How secure are my payments?
Your payments are processed through our secure banking connection that ensures your details can not be obtained. Paypal use a secure connection to keep your details safe. Please view their website for more information about their secure payments. Our staff only have access to your payment information at the time of the payment being processed. After processing, your card details are cleared form our server
12. Can I change my order?
You can change your order up until it has been dispatched. If you have placed an order with us, please contact us to see if we can change your order.
13. Can I cancel my order?
Your order can be cancelled until the items have been dispatched. Should you wish to return your purchases, please scroll down to the returns section.
14. Where is my order?
Your order can be delivered any time between 08:00 and 17:30. When your item is being delivered, a signature may be required. Please ensure that you enter a delivery address where someone will be able to sign for your package. If you have not received your order when expected, please us and we will investigate for you
15. Only part of my order has arrived. Where is the remaining items?
If all your items have not been delivered, please check your delivery note. Any items currently outstanding are out of stock and will be delivered as soon as they are received. We will try to let you know how long the delay will be if possible. If you wish to cancel any outstanding items we will do so immediately and provide you with a refund on those items.
16. How do I return products damaged / unwanted products?
If a tool product is not wanted, please contact us within seven days to arrange to return the product unopened and in the original packaging. For unwanted goods, it is your responsibility to return the goods to us. We can put you in touch with a courier that sends items for £6.99 if required. We will refund the full cost of the products, but not delivery charges if applicable. Should the item not be returned in same condition of delivery, we reserve the right to refuse the return. Should we decide to return the item to you, you will be charged the cost of the return delivery.
If the product is faulty or has malfunctioned within the guarantee period please contact us to arrange an exchange. We will arrange collection of all faulty items.
We will arrange a collection of the items for you, at a date that you request, but it is your responsibility to ensure the package can be collected. Collections can take place at any time between 8.00am and 5.30pm, so please provide us with a collection address that we will be able to collect from.
Any refunds or replacements will not be provided until we have received the original product back in stock and the item has been inspected. This usually takes approx 72 hours but may take upto a week.
17. Will I receive a VAT receipt?
We no longer automatically send out invoices to customers. Should you wish a VAT receipt to be sent to you, please select this option during checkout. VAT receipts may not arrive with your product. Sometimes we opt to send these out seperately at the end of each calendar month.
18. How do I contact you?
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