Shipping times, charges. and conditions.

Goods that are in stock.

At any instant in time 95% of the goods on our web site are in stock.
Providing an order is received before 2.00 pm we try to process it and
send it out the same day. Usually we succeed in getting 100% of "in stock"
orders out the same day. (International may take a little longer,
typically 24 - 48 hours to process) However when there has been very heavy
ordering we may only achieve 90 - 95% of this target and the rest the orders go
the following morning. This is most likely to happen on a Monday due to
heavy ordering over the weekend. (The cut off on a Monday is 12 noon) Even for orders after
2.00 pm and up to about 3.00 pm we still manage to process about 75% the same day if
they are going by post.
Sometimes delays can occur due to problems with credit card processing. We find
that address check verification on "Nat West" cards can sometimes take 24 hours.
International address check verification can also take 24 - 48 hours.
If the address typed in is not exactly the same as on you statement, maybe a line missing,
this can also cause a delay.

UK Delivery times and prices.

These times assume the goods are in stock, the order comes in before 2.00 pm
and there have been no processing delays when credit card authorization
was sought. (The cut off on a Monday is 12 noon)

A £3.95 delivery is a standard recorded delivery for items that are typically under
£50 and go in an A4 jiffy bag. We quote 3 to 5 days but 2 or 3 days is often achieved.
(This assumes there are no credit card authorization delays)

A £7.50 delivery is a next day priority Royal Mail delivery
(This assumes there are no credit card authorization delays) for
items that are typically over £50 and go in an A4 jiffy bag. However if the goods are under £50
in value you may still decide to choose this option if you want the goods to arrive more quickly.

A £10 standard delivery is applicable only if stated near the product on the web page.
Typically it is for goods under £100 in value that are large and heavy requiring
a courier (over 2 Kg). We quote 3 to 5 days but 2 or 3 days is often achieved.
(This assumes there are no credit card authorization delays)
This delivery option is ideal for less expensive items where keeping cost down is more
important than speed. e.g. a fixed satellite dish, motors, various accessories, etc.

"Calculated by weight". This is a 24 hour courier service for larger
(This assumes there are no credit card authorization delays)
and / or more expensive items weighing over 2 Kg. (e.g. Receivers, systems etc.)
The shopping cart works out the weight of the order and charges the correct amount.
Examples,
Receivers £12.95
Single satellite fixed dish systems £15.00
Astra and Hotbird systems £18.00
Motorised systems £20.00 + depending on dish size and other extras.
(Ground stands and wall mounts increase delivery prices)
"Programmed" receivers may take an extra day.

If you are offered next to the product a £10 delivery, you may still prefer to go
for the (more expensive) calculated by weight option as it is faster.

Free delivery If this is offered next to the product on the web site, it only applies to mainland UK.
It does not apply to offshore islands (or the remote highlands in Scotland e.g. very high AB codes)
Delivery to a UK offshore island (including N Ireland) is £19.50 but if a free delivery is offered
a reduction of £10 is made and the delivery charge is therefore discounted to £9.50
(Couriers charge us double to send goods to an offshore island)

Feel free to ring us for more information. 08700 271 888

Goods that are out of stock.

This can happen again due to heavy ordering of particular items taking us
by surprise. Or, manufacturers imposing a delay when we re-order.
Indeed there can be many reasons especially when they concern goods
that are imported. Usually the delay is not more than 24 hours before
most goods come back into stock. If it is going to be more than a few
days we contact the customer by e-mail to see what they want to do.

Special orders.

We do have a small number of products on our site that are special orders.
That means that they are non-stock items and are ordered in specially for
the customer. We have special order for several reasons. It may be the
product (e.g. large dishes) are too large to store and infrequently asked
for. We may have an arrangement in a case like this to ship direct from
the factory. This has the added advantage that the dish only has one
delivery journey instead of two thus halving the risks of courier damage.
It may be that special orders are products that a very rarely asked for.
e.g. C band equipment.
Sometimes products are specially built for the customer.
Usually a special order takes 3 or 4 days to arrive.

It is not our intention to overcharge.

If a customer chooses the wrong shipping option and we have to automatically
adjust it, we hope customers will appreciate that we are not trying to
apply the wrong price. On the contrary we are trying to apply the right
price. (Take the goods to the local Post Office - have them weighed and
see for yourself, or add up the stamps.)
We regularly have customers choosing the £3.95 delivery option when the £7.50 option
is a requirement. The £7.50 option is required when items are more expensive and
only this option includes sufficient insurance.
When customers choose the wrong more expensive option,
we adjust downwards. Strangely we never get complaints about that!
Choosing the wrong shipping price can cause delays.
During heavy ordering, orders with problems are not dealt with as quickly as orders
without problems, so please try to choose the shipping option that is correct for your order.
E-mail us if you have a special requirement.

If the goods are urgent (e.g. sometimes people are leaving the country and
need to take them with them) tell us in an e-mail and we will at the very
least reply if there is going to be a delay.) Send the e-mail just after
sending the order. Include your order number in the e-mail. There is an
e-mail link at the bottom of every web site page.

Returns that are not collected.

When a customer is notified that an product needs to be picked up
We can only store the item for up to 4 months.
After that it will be disposed of.

Shipping too expensive?

Using the "calculated by weight" option, the shopping cart may not always work
out the correct shipping price.
This can happen on large orders like complete systems. It may over-
estimate the shipping charge. If you think that has happened, e-mail us for
shipping price confirmation. (include your order number). We will check
for you. Often we reduce the price of shipping anyway if we think the
cart has over estimated even if it has not been queried. Just talk to us if
you think there is a problem.
(08700 271 888 or david@satellitesuperstore.com)

Shipping charge break down of costs.

We only want to be fair but don't forget that part of the shipping charge
includes insurance, packaging ,handling, credit card processing charges and VAT.
(e.g. A £12.95 shipping charge for a satellite receiver breaks down as,
(approx) £2.00 VAT, £2.50 insurance, £3.00 address verification,
That leaves £5.45 for the shipping, still excluding packaging and handling!)

International delivery charges.

Standard delivery.

For very small items where the delivery charge is under £15.00
we will automatically ship these by insured post without a quotation.
(e.g. an LNB to most countries is £12. Two items, an LNB and feedhorn would be £15)
If the delivery is likely to cost more than £15 we will send an e-mail quotation.
However if a fast and more expensive
courier is required for these very small items, choose the "e-mail a priority
shipping quotation" option.
Standard international deliveries by insured post can take up to 28 days
(but they do get to most European destinations in about a week.)
International orders can sometimes take several days to process prior to sending.
Delays can occur in the address verification process. This is because some card providers
can be very slow at answering the secure telex from UK address verification services.
This processing time must be added to the shipping time.
Here are some more "post" examples.
Digisat Meters £12
Adult cards £10
Videos £10

Priority courier deliveries.

For small or larger items.
usually takes from 2 to 8 days depending on destination and courier used.
Larger products like satellite receivers or dishes etc. would be more expensive
to ship as anything over 2 Kg must go by courier. So we would send you an e-mail
quotation for you to confirm before processing your order.

In addition if you would prefer us to send smaller objects by fast courier
and not to send them by post choose the, "e-mail a priority
shipping quotation" option.

Items over 2 Kg usually have to go by courier and therefore would take less time than by post.
To most destinations a satellite receiver (typically 4Kg) will cost £40 to send by courier.
Smaller items may cost £30 or £35
Larger items, e.g. 80cm - 1.0m dishes - may cost £30 - £40

Other examples, Offshore Islands £19.95

Channel Islands £19.95

Southern Ireland £19.95

satellite receivers or dishes, Belgium £30 - £40
Luxemburg £30 - £40
Holland £30 - £40

Denmark £30 - £40
France £30 - £40
Germany £30 - £40
Corsica £30 - £40
Monaco £30 - £40

Italy £30 - £40
Portugal £30 - £40
Spain SEE BELOW
Balearic Isles £30 - £40
Sicily £35
Sardinia £35
Azores £35
Madera £35
Greece £50

Spain (not fixed pricing - e-mail quotation - except,)

We have had a large number of problems with cheaper couriers that use the Spanish courier
system when the item reaches Spain and so we now only send to Spain using a reliable express courier.
We use a courier that keeps the goods within it's own network
(and not passed on to 3rd parties)
This costs a little more but at least it is reliable without loss or delay.
The Lacuna meter goes by TNT international and the cost is £35
The Satellite receiver goes by TNT international and the cost is £38
The 1.2m dish goes by TNT international and the cost is £95
Small items like LNBs go by post at £12 unless a £35 fast courier is requested.

All of these countries can have one item (one box) sent, up to 20 Kg, for the rate shown above.
This would be fine for satellite receivers, motors, etc. and dishes up to 1.0m diameter.
(We would still e-mail you the rate after you place your order.)
A complete system might take two boxes (receiver, with other items and dish) and this would count
as two deliveries. Therefore the flat rate times two would be the delivery charge to these countries.

Shipping prices are to cover, post or courier, handling, packaging,
international credit card address checking charges, and insurance.

International shipping times.

On the site international shipping times are occasionally quoted.
These do not represent the time between ordering the goods and receiving them.
It takes time to process an international order through the international authorization centre.
The time quoted is the approximate time from completion of the
processing to the time of receipt of the goods
However there can be delays caused the courier that are beyond our control.

Returns and faults

Please do not return a product without making contact, seeking agreement and booking in a return in advance.
Goods should be returned in their original packaging and protected by outer packaging like an outer box.
When returning goods to us, a product must be packaged so that the manufacturers packaging is not damaged.
e.g. a receivers etc. should be packaged in an outer box to protect the manufacturers box.

All returns must be booked in by either telephone or by e-mail where we have replied and agreed to a
request for service or return. 95% of all faults can be sorted out over the phone or by e-mail without
ever having to return a product. Do not return a product without making contact, talking to an engineer,
and (if the fault is more serious) booking a return in advance. Do not send goods back without a covering
letter or the goods will not be examined until you eventually ring in. We do not have time to guess at
the fault symptoms or wonder who sent it (Phone No. also required)

Refunds are not possible for smart card subscriptions. Once a card has been started, the subscription
runs for a year and cannot be stopped.

Your cancellation rights.

Returns within the EU are dealt with in accordance with the "Distant selling regulations S.I 207/2001."
If goods are ordered in error they consumers can return the item within 7 days of receipt of the goods for
a full refund.
Please note that if goods are ordered in error and then returned within this time scale, the shipping
charge to the customer is not refunded. Also note that the customer is responsible for the safe return
of the goods to us. The return address is on your invoice.
It should be noted that goods should be returned complete and in good condition otherwise a refund
may be refused. we would recommend that goods are returned in the outer packaging that was used to
send them out in. This protects the goods and the manufacturers packaging from damage
and courier stickers. Please return them with the same care and (if possible) protective
outer packaging that was used in the shipping of them to you.
Refunds are issued with 30 days.

Zero rating the VAT for EU companies.

We can only zero rate the VAT within the EU if the company provides their VAT number
and requests zero rating when the order is made.
IN THIS SITUATION GOODS CAN ONLY BE SHIPPED TO THE REGISTED COMPANY ADDRESS.