Frequently Asked Questions

When can I expect my order to arrive and what is the delivery charge?
Please see our Shipping Policy for this information.

I can't always access the internet can I still place an order?
Yes, you can phone the Shop direct on 03717 11 11 11 or send a fax to 01892 552336, e-mail your order to sales@fta.co.uk or send your order by post to us at FTA Shop, 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 dispatched 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 are sent direct from our supplier and will be marked VM (via manufacturer) on the dispatch note to advise you that they will not be included with your parcel. If in doubt please phone us on 03717 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 dispatch 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 03717 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 03717 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 £30.00* 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 £30.00* 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 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 03717 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.

Feedback
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 memberfeedback@fta.co.uk, 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.

Our Response
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.

 
To order or to speak to one of our team, please call 03717 11 11 11