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FAQs
These are some of the questions we get asked most frequently. If your query isn't answered below, please feel free to telephone customer services on 01353 749807 during office hours or contact us for advice.
Q: Are the prices on your website inclusive of VAT?
Yes, all prices shown on this site are inclusive of VAT at the appropriate rate. Some products and bundle deals contain a mix of standard and zero-rated goods. The rate of VAT applied to these products is apportioned accordingly.
Q: Can I be sure that I will get the most up-to-date version of the products you sell?
Absolutely. We only sell current editions of books and multimedia products. There may be times, for example following the recent release of a new or updated product, that we have not had chance to update the product description on our website. If this happens we will ordinarily supply you with the latest edition. If there is a significant price difference we will contact you giving the option to cancel your order or re-order at the new price.
Q: Can I be sure that the items I want to order are in stock?
We do not routinely use 'inventory control' on our website. We understand our customers' ordering habits and maintain sufficient stock to cover the majority of orders immediately. If we receive an order for a product that has just gone out of stock we will contact you to advise of any likely delay. If you or your company wishes to place a particularly large/wholesale order it is sensible to speak to us by telephone beforehand so we can advise stock levels, any additional discount that may apply and an anticipated completion date for your order. If your order exceeds our normal range for value or weight, the site will not permit you to select a delivery method. If this happens you can still complete your order and we will contact you with details of appropriate shipping options and costs.
Q: Can I visit your offices to view or collect products?
We operate on a mail order basis and do not maintain a display area. Our offices are based at our manufacturing site which operates specialist and heavy machinery that could be dangerous to members of the public so we do not accept visitors without prior appointment. Visitors should note that our premises have CCTV coverage and that they may be asked to verify their identity. Thank you for your cooperation.
Q: Do you have a minimum order value?
No. We are happy to supply any customer no matter the order size. So whether you are learner driver or rider looking for a Highway Code or a trainer seeking bulk supplies we will deal with your order quickly and efficiently.
Q: Do you have a shop that I can visit to view the products?
Grade Six Supplies Ltd. operates strictly on a mail order basis and does not operate a retail outlet and we are unable to accept visitors without prior appointment. The goods we sell are well known and widely available within the driver and rider training professions. If unsure of a product you can ask us for samples (when available). If you purchase from us you have the right under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134 to return goods that you do not want - see our terms & conditions.
Q: Do you offer a discount policy?
We offer standard discounts on our product range regardless of quantity ordered. However, we aim to be competitive and you will see multi-buy options for many products and additional quantity discounts for popular products can be found throughout the site. We will happily discuss terms for large and/or regular orders.
Q: Do you offer an 'internet only' price policy?
No. We understand how irritating it is to see one price online and be quoted a higher price by 'phone. We also understand that customers can be wary of ordering online without first speaking to one of our staff. Our policy is that internet prices prevail. It is easier to update prices on our website than update a brochure!
Q: How long will it take to receive my order?
For small and low value orders of stock items your goods can be despatched by Royal Mail tracked post. Your goods will usually be delivered within 3-5 working days. Note that we can only track a RM item after an attempted delivery has been made and may need to wait until 14 days after despatch before being able to investigate non-delivery of an item. If you opt for a scheduled courier delivery at checkout remember that we and our couriers only operate on 'working days' which exclude weekends and UK bank holidays. So if you order at five minutes to midnight on Friday, don't expect a knock on the door at 11.55pm on Saturday!
Q: I have a gift voucher or discount code - how do I use it?
You will be given the opportunity to enter discount or gift voucher codes at checkout. The site will automatically adjust the price before payment is taken. If you are using a gift voucher and the basket total is less than the voucher value, you will be able to use the surplus on your next order.
Q: Is there any limit to the number of times I can purchase a product or discount deal?
Unless stated otherwise, all our discount deals and promotions relate to readily available stock items. If we offer a deal on a product with limited availability we will make this clear on our website and supply on a first come - first served basis. Multiples of some discount deals are restricted, in which case the website will not allow you to add more than the permitted maximum to your shopping cart.
Q: I've ordered the wrong item or want to cancel my order, what should I do?
Let us know as soon as you can! If you have just placed an order and realise immediately that you need to cancel or amend it we can usually accommodate your request. However, if we have already despatched your order we will not be able to help you until the goods have been returned to us. Note that refunds are usually batch processed at the end of each week and that it can take a few days for any refund due to your credit or debit card to appear in your card account.
Q: What do you charge for postage and delivery?
This site has been designed to calculate carriage costs based on the weight, volume and value of your order. The postage and delivery options for your order will be displayed at checkout and where chargeable will normally cost between £2.50 and £10.00 inclusive of VAT to mainland UK postcodes. Note that within UK you must select the appropriate delivery 'country' at checkout otherwise the wrong carriage charge may be applied and your order may be delayed or held until the correct amount has been paid. If your order exceeds our normal range for value or weight we may need to use an alternate delivery service and the site may not permit you to specify a shipping option. If this happens you can still complete your order and we will contact you with details of appropriate shipping options, costs and any additional discount that may apply. Refer to our shipping page for details.
Q: What is your service standard for delivery of goods?
For stock items, if we receive your order before 12 noon Monday to Friday we aim to despatch goods within a next working day (we do not despatch at weekends). Orders received after 12 noon may not be despatched until a working day later. For personalised products (lettered vehicle signs, business cards and stationery etc) we suggest you allow up to 7 working days from order (or from confirmation of acceptance of proof. If your order contains both stock and personalised items, they will be despatched as one parcel when your personalised goods are ready. If you haven't received your order within 7 working days of ordering (or 7 days after accepting a proof) please let us know so that we can investigate.