Frequently Asked Questions

Value Added Tax (VAT)

Shipping

Order Status & Tracking

Payment & Security

Returns

Other

If you can't find the answer you are looking for in this section please call or email us and a customer service representative will be happy to help you.

 


 

Why is VAT being added when I go to checkout?
All prices on our website as standard do not include VAT (Value Added Tax). VAT will be added to all orders delivered within the European Union automatically at the current rate upon checkout. If you would like to view prices including VAT simply select "Show Prices Including VAT" drop-down option in the website header at the top of the page.

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I am exempt from paying VAT, how do I place my order without this being applied?
We can process orders without VAT (Value Added Tax) if valid documentation or VAT numbers are provided however, we are unable to process these orders through our website. Please call us FREE on 08000 112 999 and a customer service representative will be happy to take your order and process it without VAT whilst honouring any online discounts including free standard delivery. Please note that you will be required to fax or email a copy of any documentation stating VAT exemption or provide a valid VAT number before any orders can be processed.

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What rate of VAT will be applied to my order?
VAT (Value Added Tax) will be charged at the current rate of 20%.

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How much is carriage?
Delivery to the United Kingdom:
All orders delivered to the United Kingdom placed on our website are eligible for free standard delivery (2-4 working days). Further delivery options are available - please see Delivery Options for full details. 

Delivery outside the United Kingdom:
Orders delivered outside the United Kingdom will be advised a carriage charge by email shortly after we receive your order. Carriage charges are charged at cost and are specific for each order as they are calculated based on weight and volume. For full details please see Delivery Options.

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What delivery options are available?
We offer a variety of delivery options to make it as easy as possible for you to receive your order and spend less time waiting at an address for delivery. For full details please see 
Delivery Options.

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How will my order be delivered?
We use Royal Mail and DPD to deliver our orders dependent upon order size (volume) and value. Electronic tracking is available for all orders delivered by DPD.

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Why do carriage charges not show up in my basket?
Carriage charges only appear during the checkout process when a delivery option has been selected and will therefore not appear in the basket. All orders delivered to the United Kingdom are eligible 
for free standard delivery (2-4 working days).

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I am ordering from outside the United Kingdom, how much carriage will I have to pay?
Orders delivered outside the United Kingdom will be advised a carriage charge by email shortly after we receive your order. Carriage charges are charged at cost and are specific for each order as they are calculated based on weight and volume. 
For full details please see Delivery Options.

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What will happen if I am not at my delivery address when my item is delivered?
If unfortunately you are not at your delivery address when delivery is attempted the driver will leave a card stating that delivery has been attempted and a second delivery will be attempted on the following working day. If you are again not at your delivery address when delivery is attempted a further card will be left with instructions on how to collect your parcel.

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Why do certain items such as oxygen cylinders and spineboards state that they will incur extra carriage charges?
Compressed Gas Cylinders:
The shipping and delivery of all compressed gas cylinders are affected by 'The Carriage of Dangerous Goods and Use of Transportable Pressure Equipment (Amendment) Regulations 2005'. Due to the extra freight charges that are now being made, a carriage charge of £25.00 will have to be made for all orders including compressed gas cylinders. This is only available to mainland UK customers. 
For full details please see Delivery Options.

Oversized Items:
Oversized items (longer than 1.5m) such as spineboards require special courier handling due to the restrictions of the conveyor belts that couriers use. Due to the additional cost this incurs, a carriage charge of £15.00 will be applied to all orders including oversized items delivered to mainland UK. For delivery outside mainland UK please call us on +44 (0) 1952 56 56 56. For full details please see Delivery Options.

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How do I check the status of my order?
To check the status of your order please log into your account and click "Order History". You will also be advised by email of any status updates to your order when the status changes. For accurate and up-to-date status information please call us free on 08000 112 999 and a customer service representative will be happy to advise you.

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What do I do if I need to change or cancel my order?
If you decide you need to change or cancel your order, please contact us as soon as possible by calling us free on 08000 112 999 (International: +44 (0) 1952 56 56 56) and a customer service representative will be happy to assist you. If your order has already been shipped please refer to our returns policy.

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What happens if any of the items I order are not in stock?
If unfortunately an item you would like to order is out of stock you will see this when ordering with an expected lead time for that item. When completing your order we will provide you with an estimated despatch date for your complete order when all items are in stock. As standard we do not part-ship orders. If you would like to part-ship any in-stock items please specify in the special instructions box during the checkout procedure. You can find out more about our estimated despatch dates by clicking here

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Will I be charged extra carriage if I request a part-shipment?
If you request a part-shipment you will not incur any extra carriage charges.

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How do I track my order once it has been despatched?
If your order has been shipped by DPD you will be able to track the progress of the delivery online using a tracking number provided by email upon the despatch of your order. Unfortunately, orders shipped by Royal Mail are unable to be tracked. 
For full details please see Delivery Options.

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When will my order arrive?
Unless contacted by a member of of Customer Services team, your order will be delivered within the time you specify by the carriage option you choose or within 24 hours from your estimated despatch date. 
For all non-timed deliveries, delivery will take place by close of business (normally by 5.30pm). For full information on delivery options please see Delivery Options. For full information on estimated despatch dates please see Estimated Despatch Dates

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What methods of payment are accepted?
We accept all major credit/debit cards and PayPal™ through our website. We also accept cash, cheque, postal orders and BACS payments for orders placed by phone.

BACS Payments:
Barclays Bank, Wellington
Account no: 10951846
Sort Code: 20 85 46
IBAN: GB15 BARC 20854610951846
SWIFT ID: BARCGB22

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Is my payment information secure?
Payment by Credit/Debit Cards:
We use SagePay to process all card payments, an industry leader in secure internet transactions. All transaction information passed to SagePay Payment System is encrypted using 128-bit SSL certificates. You can be completely secure in the knowledge that nothing passed to SagePay can be examined or are able to decrypt transaction information and/or cardholder data by any third parties, within our company or SagePay.

Payment by PayPal™:
We also accept payments by PayPal™. PayPal™ is a secure payment gateway that is designed from the ground up to be a safer way to send money online. PayPal™ doesn't expose or sell your financial information to merchants. Feel secure when using PayPal™ with powerful encryption, automatic email confirmations and fraud prevention measures. For more information on PayPal™ please click here.

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When will my payment be taken?
All payments in most cases are instant. As soon as the funds leave your account we will be notified and your order will be processed. If there are any problems with payments we will contact you immediately upon receipt of your order.

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Do I have to pay in Pounds Sterling (£)?
Currently, we only accept payments in Pounds Sterling (£).

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How do I return an item?
Please click here to see our returns sections for full information on how to return an item.

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How long do I have to return an item?
Please click here to see our returns sections for full information on how to return an item.

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I have forgotten my password, how do I retrieve it?
If you have forgotten your password to log in to your account, please click on the "Forgotten Password" link within the Returning Customer section in the log in page. You will then be asked to enter the email address for your account, once this has been completed an email will be sent to the inbox of the email address provided containing your password. If you still can't log in to your account please call us free on 08000 112 999 or email us and a customer service representative will be happy to assist you further.

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I am experiencing problems when clicking on your checkout button, why is this?
Some customers (especially those in the NHS) may experience problems placing orders on our website due to the way that their firewall has been configured. If you are experiencing these problems please call us free on 0800 112 999 (International: +44 (0) 1952 56 56 56) or 
email us and our customer service representatives will be happy to take your order whilst honouring any online discounts including free standard delivery.

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How do I redeem a gift voucher or code?
To redeem a gift voucher or code:

  1. Add items to your shopping cart
  2. View your shopping cart by clicking the shopping cart option at the top of the page in the header section
  3. Enter your voucher code into the "Have a Discount Code?" field and click "Apply" (NOTE: Voucher code's are case sensitive)
  4. The voucher code will have been applied to your order

If you have any problems using a gift voucher or code please call us free on 0800 112 999 (International: +44 (0) 1952 56 56 56) or email us and our customer service representatives will be happy to help you.

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How do I unsubscribe from Bound Tree Medical's mailing list?
To unsubscribe from our mailing list please click here

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Why have I been asked to provide my UKCC Pin / GMC Registration number of to provide proof of right usage?
As part of our Terms and Conditions, we require this information when customers order certain items, particularly "named" products such as badges and panels stating that the user is part of an emergency service, in order to ensure that the item will be used for it's intended purpose. We reserve the right to refuse the sale of any of these items if we are not provided with the information that we require. A customer service representative will contact you immediately if we require any information to process your order.

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Why have I been refused to order a knife or other bladed articles?
We reserve the right to refuse the sale of any bladed articles if we have reasonable cause to believe you are below the age of 18 years, or if we believe the supply of Goods to you may infringe the law or present an unacceptable potential risk to the safety of others. For full details please see our Terms and Conditions.

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Is there a minimum order value?
No, there is not a minimum order value on this website.

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