Maybe you haven't used carbonology before and have a few questions. Have a look below and see if the information you need is here.
Q1. Can I have material delivered to an address in the USA, Canada, Europe, Australia... Brazil, Kenya...?
A. Yes. Anywhere in the World - We just need a full delivery address.
Details: When you order, you will be asked to input your address. From the Country Drop-Down Menu, select the country you want to have your order delivered to. This will then change the selections available from the Drop-Down Menu for County. You will see that where we say County you can select the appropriate State/Region/County within that country.
Q2. Can I check the Cost of Shipping/Postage before I complete my order?
A. Yes. You get 2 points at which you can check the cost of postage before you commit to the order.
Details: Stage 1.The first stage of checkout when you have picked all of your items, the system adds the weight of all items to calculate the shipping costs - but note that at this point the system does not know your address.
At this stage the system shows two figures on the left hand side of the screen, one above the other. These show the cheapest and most expensive options for postage for shipping your order. Shown in the top number is always £0.00 reflecting that you can collect the item from us, and below it the maximum cost the item will be when sent to a destination outside of Europe - whether that be by Airmail or special carrier - so if you are outside of Europe, this is the cost you will pay for carriage.
Also on this page is a specific amount for postage to the UK - as most of our customers are in this country. This is shown in the Post and Packaging Column on the right hand column of the checkout page.
Stage 2. Once the system knows your address - and therefore the country of delivery, the actual cost of shipping is known and is shown on the confirmation page - which is the page before payment is made. So if you do not like the cost of postage, you do not have to complete the order.
Q3. How is the Carriage Charge calculated for my order.
A. Automatically using the weight and size of the item and as cheaply as possible - The price you pay is the cost of the packaging and the postage ONLY - We make NO PROFIT on the shipping/mailing of your item.
Details: The system adds the weight of all of the parts of your order and calculates the total. Once this is known and the delivery country is input by you, the total for shipping is calculated. If you are in the UK, the standard shipping rate refers to 1st Class Royal Mail (1-2 working days) for all items up to 1.0m in length and/or 2Kg in weight, after which your order will come by (next working day) carrier at a cost of not more than £15. If you want a delivery on a Saturday, this can be arranged also, and costs an extra £15.
For all orders outside of the UK the cost calculated is for AIRMAIL. Due to international post restrictions items over 1.0m in length and/or 2Kg in weight will be despatched by FedEx and unfortunately is more expensive than 1st Class and Airmail.
Q4. Are my credit/debit card details safe?
A. Yes. Absolutely! Your card details are fully encrypted - and payment is only processed when your order is ready to send out.
Details: The 128 bit encryption system we use is state of the art. When you input your card details, your number is split into two parts and scrambled. It can only be accessed when the 2 parts are unscrambled and syncronised - and this can only happen on a specific computer in our administration office which is multiple password protected. Additionally, carbonology operates a 'use and delete' policy as we are required to do by UK Law, which means as soon as we have taken payment, your card details are deleted from our system completely. Finally, as mentioned above, we will not take payment from your card until your order is ready to send out - and if we are out of stock on an item, we will let you know straight away.
Q5. What if my item arrives damaged - or isn't what I wanted.
A. Send your item back within 14 days and get a full refund.
Details: Damage in transit does occur - and mistakes can happen when we order on the internet and sometimes the materials you order aren't what you actually need. If you are just returning the item, make sure you contact us straight away and get the itme back to us within 14 days - we will issue a full refund as soon as the item arrives. If the item has been damaged in transit and has arrived by post, take it back to the post office or sorting office and tell them to return it - there will be a form to fill in to state that the item has been damaged in the post and most importantly, let us know as soon as you can. If the item has been delivered by courier (we use FedEx for most shipments) then DO NOT ACCEPT IT and tell the delivery driver to return the item. It is essential that you do not sign for the item without inspecting it thoroughly. Again, let us know straight away. As soon as the item is back with us, we will issue a full refund, including any postage costs you have incurred.
Q6. What is VAT - and what other taxes will I pay?
A. Value Added Tax is the standard duty on retail purchases across the European Community(EU) and the United Kingdom. It is currently 17.5%. If you are outside of the EU and UK, you will not be charged this tax but may be liable for inport duties into your country or region.
Q7. What's a GeoTrust QuickSSL Certificate.
A. carbonology has added the GeoTrust QuickSSL Certificate to provide the highest standard of internet security to it's customers.
Details: Sites secured by GeoTrust 'QuickSSL' are utilizing 128-bit SSL certificates thereby offering the highest level of encryption or security possible. This means you can rest assured that communications between your browser and this site's web servers are private and secure. We want you to feel safe when using our site. We are a small hard working firm with a great range of products and hope you enjoy using our site to order materials that are otherwise difficult to source. There are far too many 'dodgy' websites. Enhanced security is a big part of offering a safe website.