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The resources on this site are copyright of OctoInkjet Limited and not for redistribution or re-use by third parties without express, written permission

This page is intended to be viewed on the original site and may not be printed due to problems with copyright thieves and other parasites.

Please visit http://www.octoink.co.uk/kb to locate and access the guide using a web browser.

If you have a valid reason for requesting this content in another format (visual problems, etc..) please contact support and we'll do what we can to help.

Shipping Policy

OctoInkjet dispatches orders both domestically within the UK and Internationally and as such the following policies will apply.

Updated: 31st July 2014

 


Services Available

OctoInkjet ships orders using a variety of services. In order to protect both customers and ourselves from loss, fraud and other related problems, the store will limit availability of service options depending on order value, weight or size.

Order value in particular will determine whether an order needs to be dispatched using a trackable service or can be sent using untracked services such as Airmail or 1st Class post.

 


Dispatch Speed

While shipping services on OctoInkjet may provide "Next Day" options such as "Special Delivery 1pm" or "Fedex International Priority", we cannot guarantee an order will be shipped immediately for the following reasons:

Product Availability

Some products have specific "Availability" information which indicates the number of working days/weeks before that product is available for dispatch. Wherever possible we will try to ship sooner but the indicated delay may be required before an order can be dispatched.

Order cut off

  • Orders received before 11am Monday to Friday are sent same day depending on product availability (see above).
  • Orders received between 11am and 2pm Monday to Friday may be sent same day depending on staffing and product availability (see above).
  • Orders placed after 2pm Friday will be shipped the following Monday (or Tuesday, if Monday is a National Holiday).

UPS/USPS (Global Secure)

This service is currently unique to the USA and requires around 3-5 working days (Mon to Fri) for the package to pass through our forwarding service into the USPS/UPS system in the USA

Important:

You will usually receive a tracking number for your package within 24 hours of the package being dispatched to the forwarding service.

The tracking information for your package will show "Shipping information received" (or equivalent) for the first 3-5 working days. During this initial period, the package is passing from our UK forwarding service, through US customs, to it's entry point into the UPS/USPS system. Tracking information will then start showing specific location information.

This service has been in use since May 2016 and has proven to cut delivery times by between 1 and 5 working days compared to standard UK postal services so while we appreciate the lack of initial tracking information is frustrating it does speed things up and it's also cheaper too. Thanks for your patience.

 


Estimated Time of Arrival/Delivery

Different shipping services and target destinations have widely varying ETA's, most of which are guidelines rather than contractual obligations on the part of the shipper.

Please note:

  • The timeframes used below are from time/date of dispatch, not ordering (see order cut off information above).
  • The number of "days" indicated are usually working days (Monday - Friday) and do not include public holidays.

 

UK Services (ETA):

Economy Up to 4 working days (usually 2-3)
Standard Up to 3 working days (usually 1-2)
Next-Day / Secure Up to 2 working days (usually 1)
Parcelforce 24 Up to 2 working days (usually 1)
Parcelforce 48 Up to 3 working days

 

European Union Services (ETA):

EU Economy Up to 10 days (Average 5 days)
EU Signed-For Up to 10 days (Average 5 days)
EU Tracked Up to 10 days (Average 5 days)
EU Secure Up to 10 days (Average 5 days)
Fedex Economy Up to 5 working days
Fedex Priority Up to 2 working days

 

International Service (non-EU):

RM Global Economy Up to 21 working days
RM Global Signed-For Up to 14 working days
RM Global Tracked Up to 14 working days (Average: 8 working days)
RM Global Secure Up to 14 working days (Average: 8 working days)
UPS/USPS Global Secure Up to 14 working days (Average: 6 working days)
Fedex Economy 3 - 6 working days
Fedex Priority 1 - 4 working days

Balancing Safe Receipt against Speed or Cost.

Our primary concern is with getting your order delivered to you safely rather than placing any emphasis on speed or budget. To that end we do not offer cut price shipping services from companies like Hermes, nor basic/untracked services like "Airmail" for high value orders. Similarly services like "Special Delivery" are primarily used to reduce likelihood of loss rather than speed of dispatch


Customs Procedure for International Orders

Orders purchased for International addresses outside the EU are subject to customs procedures in accordance with International agreements on import/export and as such OctoInkjet Ltd is obliged to follow these.

Product Identification for Customs Purposes

All products dispatched are required to be marked in accordance with the devices original purpose. As such items such as syringes and sterile needles must be marked as medical equipment regardless of their intended purpose (within the remit of OctoInkjets product line) eg: refilling cartridges.

When placing an International order with OctoInkjet you understand these requirements and cannot hold OctoInkjet Ltd responsible for your order being rejected based on your countries import laws/restrictions for such items.

Indicated Customs Value

As above, we are obliged to indicate the accurate value of a packages contents for all goods being shipped. We must politely decline requests to provide any other value or information.

In the event that goods are split amongst multiple packages we will, by default, include a full invoice on one package to avoid multiple import duty/admin charges, and mark the rest accordingly.

"Gift" items

To avoid problems with items being seized, delayed or similar, we are unable to mark items as gifts under any circumstances.


Shipping Delays/Losses

Thankfully, package loss is incredibly rare, primarily due to the way tracked services are required for higher value items.

Before treating a package as lost, we will always ask customers to check the date of dispatch and the ETA table provided (see above). No package will be treated as lost until this period has expired.

The only exceptions to this are for tracked services where tracking information indicates a package is not being correctly tracked. In such instances we will endeavour to identify the packages location before taking any further action.

Refund/Replacement of Losses

If a tracked item is deemed lost by OctoInkjet we will immediately re-send the original order using an appropriate or higher grade trackable service at no extra cost to the customer. Should a customer request a higher-grade/cost service we reserve the right to require payment to meet the difference in cost between their original service and the one requested.

For untracked items, once a package has been deemed lost we will offer a replacement but require the customer to pay the additional cost of re-sending the item using a tracked service.

In all cases, customers will be required to complete a form confirming their item has not arrived, along with related details. This, along with additional information about the order value, destination, etc. allows us to refer the matter to the relevant shipping service and/or authorities for further investigation.

Additional information regarding refunds/replacement is available in the appropriate policy

 


Undelivered, Uncollected or Rejected Items

If an order is returned for any of the following reasons:

  • Not collected from Post Office after delivery attempts exhausted by postal service
  • Returned "Not known at this address"
  • Signature Required but nobody available to accept order and/or provide signature
  • Item rejected by person(s) at shipping address

...that order will incur a re-sending fee up to the value of the original postage cost if the customer wishes it to be re-sent.

In this instance, should a customer request a refund, this will only be honoured for the value of the goods ordered. No refund will be made on postage & packing costs.

 


Special Circumstances

In some instances we may be unable to ship/deliver particular items using your chosen method for security, safety or other reasons. If this is the case we will inform you as quickly as possible and work with you to resolve any issues.

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