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Frequently Asked Questions
Below is a selection of our most frequently asked questions.
To get started, please select a subject:
A) What are Express Stock and External Stock?
Due to our company structure, all stock travels through our central quality control department to ensure absolute precision and customer satisfaction. The vast majority of our fast-moving stock is held within the internal warehouse of our central hub, ready for inspection and immediate dispatch – this is what we call ‘express stock’. Larger quantities of our products are held in our UK-based warehouse network – this is classified as our ‘external stock’. External stock takes one additional day to reach the customer.
B) Do you have a catalogue?
Our comprehensive product range, including dimensions, pricing, and live stock updates can be found on our secure online store.
C) Your website says a product is in stock, is this accurate?
Yes. All stock values on our website come from a live feed of our warehouse's stock levels.
D) How can I contact you?
There are various ways to contact our team. Please see our Contact page for details on how to get in touch with us. We aim to respond to queries within 24 hours (Monday-Friday).
E) I want to place a large order, can you send me samples?
Yes. Our website has been designed to allow individual stock components to be purchased for sampling purposes.
F) I am a long-time customer with AccuGroup, am I eligible for a credit account?
Yes. We offer 30 day credit accounts to customers with an annual spend of over £1000. To apply for a credit account, please see our Secure Payment page, where you can download our credit account application form.
A) Can I place orders via telephone?
Yes. Our sales department is happy to take orders over the telephone.
B) How can I pay for my order?
We accept all major credit and debit cards including Visa, Visa Debit, American Express, MasterCard, Solo, Maestro, and Electron. However, we cannot accept American Express at this time. We can also take payment via PayPal, bank transfer, and offer 30 day nett credit accounts to regular customers. For more information, please see our Secure Payment page.
C) When will I be charged for my order?
We will take payment when the order is placed. If there is a problem with your online payment, you will be prompted via email to contact our customer care department. If there is a problem when placing an order via phone or email, a member of our team will contact you to amend your details.
D) Am I eligible for a credit account with AccuGroup?
For details on credit account applications, please see question 1.F, or view our Secure Payment page.
E) Can I cancel or make changes to my order?
Orders cannot be amended once payment has been taken, but orders can be cancelled at any point before shipping. Simply Contact our sales team to organise any changes.
F) Can I track my order?
Yes. You can track the progress of your order by logging into your account. For more information, please visit our How Do I Track My Delivery? page.
G) What should I do if I receive an incorrect or faulty part?
If you are dissatisfied with your order for any reason, please contact our sales team. We offer a 30-day returns policy on all stock items, as long as they are returned unused, in the same condition in which they arrived. This is detailed on our Returns and Replacements page.
H) Can I exchange a part?
Yes. We are happy to exchange any standard parts, providing that they are fit for resale. See our Returns and Replacements page for details.
I) What are the minimum order quantities?
Products which are in express stock can be purchased in increments of one. Products which are held in our external stock, or require manufacturing, will have a clearly displayed minimum order quantity on the product page.
J) Do you have a minimum order value?
If you order online, there is no minimum order value. However, if you would like to place an order over the telephone, via email, or fax, we have a minimum order value of £20.00, excluding VAT and shipping costs.
Stock will be dispatched the same day if ordered before 4PM (GMT), and will arrive the day after you order. Accurate delivery forecasts for individual products will be clearly displayed on their respective product pages. If your products are NOT in stock, the number of additional days to dispatch will be clearly shown on each individual product page.
M) Do you hold stock?
Yes. Much of our fast-moving stock is held at our internal express warehouse, ready for immediate dispatch. Larger quantities of many of our products are held in our UK-based external warehouse network, which take an additional day to reach the customer. Additionally, we work closely with a number of manufacturing partners to fulfil orders of less common products.
N) The parts I need are out of stock, when will you get more?
The stock levels of our most popular products are regularly replenished. However, if a product is not held within our express stock or in our warehouse at the time of purchase, your components will be manufactured to order on a short lead time. Accurate delivery dates and lead times will be displayed on each individual product page.
Within the UK, we offer next working day shipping as standard, and charge a flat rate of £4.95. A number of alternative shipping times are also available. For a full list of shipping locations and costs, please visit our Worldwide Delivery Rates and Policies page.
C) Has my order dispatched?
We aim to dispatch orders the day they are placed. Lead times and estimated dispatch dates will be displayed on each product page. For more information on our dispatch system, please see question 2.L. For more information on finding your order’s estimated dispatch date, please visit our When Will My Order Dispatch? page.
All Accu shipments are sent via a tracked courier service. An email will be sent containing all tracking information. For more information please see our How Do I Track My Delivery? page.
F) Part of my order is out of stock, can the available stock be sent out to me ahead of schedule?
Yes. By placing a separate order containing your out-of-stock components, you can ensure that the products we have in stock reach you as soon as possible. Alternatively, if you have already placed the order, we can send your order in two shipments for an additional shipping fee on request. Please Contact us to arrange a split shipment on an existing order.
G) Will a signature be required for my delivery?
Yes. Our courier will ensure that your parcel is delivered safely. If you are ordering from the UK, you will receive an email on the morning of your delivery to confirm the time that your components will arrive - this email will contain a link which will allow you to reschedule your delivery if necessary.
H) Is my postcode eligible for next day or Saturday delivery?
Yes. All UK postcodes are eligible for next day and Saturday delivery. Unfortunately, international deliveries are not eligible for these delivery options.
A) How I do if I return an incorrect or faulty part?
If you are dissatisfied with your order, please Contact our sales team to organise its return. We offer a 30-day returns policy on all stock items, which is detailed in our Returns and Replacements section.
B) How long do I have to return an item?
We will accept any returned items within 30 days of receipt of your order. To see whether your order is eligible for return, please see question 2.G, or our Returns and Replacements section.
C) How long does it take to process a return?
We aim to process your return and refund you as quickly as possible. We will process your refund within 7 days of receiving your returned parts - this is for us to inspect the components and ensure that they are either faulty, or fit for resale.
5. Website Help
A) What should I do if I forget my password?
Simply click on the ‘forgot your password’ link during the login process and follow the instructions. If you continue to experience problems, please contact our customer support team.
B) I received a ‘payment error’ message during the checkout process. What should I do?
This is likely due to an input error during the payment process. Please Contact our customer care department to amend your details.
C) I have spotted an error/problem on your site. How can I let you know?
Thanks for helping us to improve our site. Any problems can be sent to firstname.lastname@example.org.
6. Can't Find Your Answer Above?
A) I can't find the answer to my question above. Can you help me further?
If you can’t find the answer you’re looking for, please Contact our customer service department.