Frequently Asked Questions
I am not sure which tachograph charts I use, can you help me?
Generally you can determine which tachograph charts are correct by the maximum speed on the tacho head. If the maximum speed is 125 kph and the hole in the centre of the tachograph chart is a pear shape then it is the most common chart, product code 4601 or 4621 if you want them serial numbered. Other charts for different speeds etc are all on the website, so if you are still in doubt please either phone us or photocopy both sides of the tachograph and fax it over to us along with your phone number and we will give you a call back (fax 01892 552336).
When can I expect my order to arrive and what is the delivery charge?
Orders received before 4.00pm are usually despatched the next working day on a 24 to 48 hour delivery Monday to Friday by Courier. Orders under £15.00* will be charged £2.99† postage and packing, member orders between £15.00* and £75.00* will pay a £6.50† delivery charge. Non members will pay postage and packing of £6.50† for any orders over £15.00*
There is no delivery charge for FTA members on orders over £75.00*
If your order is urgent please phone 08717 11 11 11 to request if it can be sent as a next day delivery (stock items only) Please note all parcels need to be signed for and will not be left without a signature.
I can't always access the internet can I still place an order?
Yes, you can phone the Shop direct on 08717 11 11 11 or send a fax to 01892 552336, e-mail your order to firstname.lastname@example.org or send your order by post to us at Shopfta, Hermes House, St Johns Road, Tunbridge Wells, Kent, TN4 9UZ.
I want to order some of your defect/maintenance pads but am not sure which ones?
Our defect and maintenance pads can now be viewed on line to ensure you get the best one for your use, alternatively we can fax or email you samples.
I would like my order to be delivered or invoiced to an alternative address, can you arrange that?
We can deliver and invoice to any address, we do ask however that if it is not an address currently registered with us, your first order is placed on line or in writing. Please note your parcel will need to be signed for and we are not able to advise a delivery time, please do not give us home addresses or PO Boxes where nobody will be available to sign for your parcel.
I have only received part of my order where is the rest?
If your order is quite large it may be sent in two or more parcels, they are despatched at the same time but sometimes get separated in transit they should however all arrive within two working days. If you have ordered a wallchart it will always be sent separately in a tube. Non stock items incurring a separate postage charge are sent direct from our supplier and will be marked VM (via manufacturer) on the despatch note to advise you that they will not be included with your parcel. If in doubt please phone us on 08717 11 11 11.
Very occasionally an item may be out of stock if this is the case the product will be marked ‘to follow’ on your despatch note and will be forwarded to you as soon as it is available, if the delay is likely to be more than a few days we will usually contact you to let you know.
My order is damaged or incorrect, what shall I do?
Please phone us direct on 08717 11 11 11 so we can resolve the situation immediately.
I need to amend my order, can I do that once I have submitted it?
Unfortunately once the order has been processed and we have received either payment or purchase order we are unable to make any changes to the order as it will have gone out for dispatch. In the event of items being ordered incorrectly, wanting to change order quantities or that the order is no longer required, please call us 08717 11 11 11 and we will do our best to resolve the situation.
How do I know if my order has been received?
If you order on line you will automatically receive an acknowledgment receipt, if you don’t receive anything the same day please phone and confirm we have received your order.
How do I pay for my order?
If your order is over £15.00* and you are an FTA Member, we can invoice you if you supply a valid purchase order number. Alternatively you can pay at the time of ordering by visa/debit card or mastercard.
Do you have a minimum order value?
We do not have a minimum order value, however orders under £15.00* need to be paid for at the time of ordering.
Do I have to be a member to order?
No you do not have to be a member to order on line, however to benefit from membership prices and free post and packing on orders over £75.00*, you will need to become a member of FTA. If you have a membership query or are unsure of your membership website login, please phone us on 08717 11 11 11 for further assistance.
I cannot find the product I am looking for?
Please let us know if there is anything you cannot find in our catalogue and we will do our best to source it for you.
We would like all experiences with FTA to be of the highest level and are committed to providing you with the best service we possibly can. If your experience has fallen short of your expectations or indeed have surpassed them, or you would like to provide us with valuable feedback on our services, we would love to hear from you.
How to contact us
If you wish to comment on any of our services, please call us on 01786 457519 or e-mail email@example.com, alternatively please fill out our feedback form online at http://www.fta.co.uk/feedback or in writing to Member Feedback Department, FTA, Hermes House, St John’s Road, Tunbridge Wells, TN4 9UZ.
We respond to all feedback whether positive or negative and will aim to send you an initial acknowledgement within three working days and a full response to feedback within 28 days of receipt. If we cannot respond within this timescale we will keep you informed on the progress of our investigation.