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

Shipping Policy

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

Updated: 6th February 2021

 


Services Available

OctoInkjet ships orders using a variety of services including:
DPD (Local), DHL Parcel, DHL Express, Royal Mail. Spring Global, Asendia and numerous other partner services.

Service Availability/Restrictions

Our store system has built in limits that automatically remove some services based primarily on order value although we are developing a system to filter out services that will not accept or ship certain products (eg: fluids). These limits are designed to reduce the potential for fraud and also reduce the problems associated with package loss and/or damage which protects both ourselves and the customer.

 


Free Shipping (Availability & Policy)

Because OctoInkjet ships items Internationally it is incredibly difficult to account for and incorporate the shipping costs within a product price. As a result OctoInkjet does not generally offer free shipping except in very specific circumstances (eg: Printer Pad kits).

We are aware that Amazon and eBay have encouraged the popular fiction that shipping costs are a thing of the past but the reality is very different. ALL shipping/postage services involve costs and customers always pay for them even if they don't see it. While some businesses are able to incorporate shipping costs into their product pricing, it invariably ends in some customers paying more than absolutely necessary, particularly when multiple items are being purchased.

So, while we may not benefit from the increased sales or provide customers with the warm fuzzy feeling of (allegedly) getting something "free", our transparent system allows you to see and pay for your shipping without it being hidden behind clever marketing.

Free Shipping - Exceptions

As noted above, we do have offer free shipping on a very limited subset of products. In this instance "free shipping" items are dispatched using the economy service option. Customers can still choose to send their item using one of the priority shipping/postal services however. If a priority service is chosen, the service cost is automatically discounted by a set amount that represents the cost/value of the economy shipping option. We do not charge full priority service rate in such cases.

Please note that some countries may not benefit from our limited free shipping offers due to much higher shipping costs compared to other countries/services. Despite this such product listings are still discounted as described above.

 


Dispatch Speed

Given the situation with Covid-19 with the associated strains/limitations on both ourselves and the postal/courier systems, it is very difficult to dispatch as quickly as we would want.

At present we are not labelling services as "Next Day" due to the reduced opportunities for dispatch and the confusion that often results for such labelling. Instead we have labelled most of the express service as "Priority". Wherever possible we will try to get priority orders shipped within 24 hours but this is not always possible so please contact us for a realistic dispatch estimate before ordering.

Other factors can also affect dispatch speed so please take into account the following:

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

Due to Covid-19 we are currently running a reduced dispatch shedule and as such the following is not accurate.
Please see our latest status update (linked from the store frong page) for our current dispatch schedule.

Normal Schedule

  • Orders received before 12am Monday to Friday are usually sent same day depending on product availability (see above).
  • Orders received between 12am 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).

Spring Global / Asendia

These services are slightly different in that the packages are sent

 


Estimated Time of Arrival/Delivery

Due to Covid-19 we are currently running a reduced dispatch shedule and as such the following is not accurate.
Please see our latest status update (linked from the store frong page) for our current dispatch schedule.

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):

UK Economy Up to 4 working days (usually 2-3)
UK Standard Up to 3 working days (usually 1-2)
UK Priority / Next-Day Up to 2 working days (usually 1)
DPD Priority / Next-Day Up to 2 working days (usually 1)
DHL Priority / Next-Day Up to 2 working days (usually 1)

 

European Union Services (ETA):

EU Economy Up to 14 working days (Average 5)
EU Signed-For Up to 10 working days (Average 5)
EU Secure / Tracked Up to 10 working days (Average 4)
Spring / Asendia Up to 7 working days (Average 5)
DHL Express Up to 5 working days (usually 1-2)
Fedex Economy Up to 6 working days
Fedex Priority Up to 3 working days
DPD Classic [Road] Up to 7 working days
DPD Classic/Express [Air] Up to 5 working days

 

International Service (non-EU):

RM Global Economy Up to 21 working days
RM Global Signed-For Up to 21 working days (Average: 10 working days)
RM Global Secure Up to 21 working days (Average: 10 working days)
*Spring / Asendia Up to 10 working days (Average: 5 working days)
DHL Express Up to 6 working days (usually 2-3)
Fedex Economy 3 - 6 working days
Fedex Priority 1 - 4 working days
DHL Classic/Express (Air) Up to 10 working days (Average: 5 working days)

*Spring Global and Asendia are postal service that we utilitise in place of other Royal Mail services depending on location and reliability of RM for same.

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 UK 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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