Help Section
Click on a question to be taken to the answer.
A. STOCK AVAILABILITY
- A1 - Are all items showing as available actually in stock?
- A2 - How soon are out-of-stock items likely to become available again?
- A3 - How can I tell what quantity is available of a particular item?
B. PLACING ORDERS
- B1 - Can I add to an existing order?
- B2 - Do you offer an express delivery service?
- B3 - I have not received my order confirmation email.
- B4 - I am attempting to pay but the payment is not succeeding.
- B5 - Is it possible to place a telephone order?
- B6 - Is it possible to place an order via the website and pay by cheque?
- B7 - What name should cheques be made payable to?
C. RECEIPT OF ORDERS
- C1 - I have not received my parcel.
- C2 - I have ordered an incorrect item and would like to return it.
- C3 - I have received an item that is not working / damaged.
- C4 - I would like to leave feedback on the service I have received.
Answers
A. STOCK AVAILABILITY
A1 - Are all items showing as available actually in stock?
Yes, all items showing as available are actually in stock. There may be the very rare occasion when a stock error has occured but we will let you know as soon as possible if this is the case.
A2 - How soon are out-of-stock items likely to become available again?
We have deliveries of new stock most weekdays and these usually go onto the website the same day, so do re-check the website for availability. Occasionally suppliers may not have specific items available, so these may take longer to appear on the website. If a particular item is needed urgently, feel free to contact us.
A3 - How can I tell what quantity is available of a particular item?
Click on the item title to be taken to the further details screen where the available stock quantity is displayed.
B. PLACING ORDERS
B1 - Can I add to an existing order?
Yes - usually if you have not had an order update email stating that your order has been despatched, you are able to add to the order. Please note that there may be occasions when you may not have yet received an order update email but it is possible the order been despatched. Generally if it is prior to 1pm on the day that we expect to despatch your order, you are able to add to it. The easiest way to add to your order is to place another order through the website and state in the comments box that you would like the new order merged with the previous one - the orders will then be sent together and one of the postage refunded. You can also telephone us to add to your order - please see the contact us page for telephone details.
B2 - Do you offer an express delivery service?
Yes we do but this is only available for UK Mainland destinations (excluding Scottish Highlands). You will need to add the following item to your basket - Interlink Express Next Working Day Delivery - please ensure you read the details provided.
B3 - I have not received my order confirmation email.
This can happen due to one of the following:
- The email has gone to your spam folder.
- You might have mis-typed your email address when creating your account.
- You have multiple email accounts. Please check your alternative accounts.
- The payment process was unsuccessful and therefore the order did not complete. If you did not get to the "Order Complete" stage where it says "Thank you for your order" it means that the Checkout process did not complete. Please Contact Us stating the date/time when you tried to place the order and we will confirm whether your payment and/or order was received.
B4 - I am attempting to pay but the payment is not succeeding.
This can occur for a variety of reasons. Quite often, simple issues such as an incorrect postcode can cause a payment to fail. If you encounter a payment failure, you can either try again and send us a message through our contact us page so we can confirm that your payment was processed only once. Alternativey, you can choose the "Telephone or Cheque Payment" option so that your items are reserved and then telephone us during working hours to make payment.
B5 - Is it possible to place a telephone order?
Yes, please telephone using the telephone details on our contact us page.
B6 - Is it possible to place an order via the website and pay by cheque?
Yes, please use the "Telephone or Cheque Payment" option when checking out.
B7 - What name should cheques be made payable to?
Please make your cheque payable to "Tyvos Trading".
C. RECEIPT OF ORDERS
C1 - I have not received my parcel.
In the first instance, please examine your Order Update email to find out what method was used to send your parcel. If it was sent via one of our couriers we would have provided tracking details in the email. Please check the courier's website for the latest tracking status. Occasionally, a "Sorry we missed you" card might not have been left or might not have been seen and the courier company is awaiting your call for further instructions. Please note that most courier companies return the parcel to us after 5 days, so a prompt response is beneficial. If your parcel was sent via Royal Mail, please contact your local sorting office as again parcels can get taken back and the calling card either not left or not seen. If you are still not successful, please send us a message through our contact us page.
C2 - I have ordered an incorrect item and would like to return it.
Please see our Shipping & Returns page for further details.
C3 - I have received an item that is not working / damaged.
Please see our Shipping & Returns page for further details.
C4 - I would like to leave feedback on the service I have received.
We are grateful for all feedback received. Please visit ReviewCentre.com using this link to leave us feedback. Please note that this link should not be used for questions regarding your order - you should contact us directly regarding any queries.
