Frequently Asked Questions (FAQs).

Creating & Managing Account

Creating an  Account
Click on the Sign in link at the top right hand of the site.  Select the Create an Account option and fill in the form.  Click on the Create Account button and that’s it, all done!  You will have a confirmation e-mail shortly to confirm your new account.

Creating a Business Account
Click on the Sign in link at the top right hand of the site.  Select the Create an Account .  Click the Create Business Account and fill in the form..  Click on the Create Business Account button and that’s it, all done!  You will have a confirmation e-mail shortly to confirm your new account.
 
Applying for a Business Credit Account
Click on the Sign in link at the top right hand of the site.  Select the Create an Account .  Click the Create Business Account and fill in the form..  Click on the Create Business Account button. To create the Credit Account you will also need to Click on the Credit Application link and complete the form and return it to us by e-mail on online@goodyhoo.com or fax it through to us on 01792 515575.   We will inform you by e-mail within 24 business hours if your application has been successful.
 
How to log in
Once you have created your account all you need to do is click on the Login link at the top right hand of the site.  Enter your e-mail address and password to access your account.
 
Log out
Once you have finished your session, you simply need to click on the logout link at the top right hand of the screen to terminate your session.
 
Changing contact details
Click on the My Account option at the top right hand of the site.  Here you can amend your e-mail address, name and address and your company’s details.  You can also add and edit delivery addresses.

Orders

How to place an order
Once you have selected your items, added them to the basket and checked that you are happy with your order, please complete the additional options:

1.   Adding your order number if needed
2.   Carefully select the delivery address
3.   Select your preferred payment option
4.   If selected card payment, please enter your card details

Once all details have been supplied and you are happy with the information given, press confirm order to place the order and complete the process.  Once the order has been received you will receive a conformation e-mail.

Changing a delivery address
This can be done in two ways. Firstly, once logged in, select the Your Account option on the top right hand of the site.  Here you have the option of either adding a new delivery address, editing an existing address or deleting an address entirely. Secondly you can amend the delivery address when you are entering an order.  From the order page you can also add, edit or delete a delivery address.

Order numbers
This option is essentially for business customers who wish to use an order number, please enter this information in the order page for it to be included on your invoice/receipt.

Check to see if your order has been placed
You should receive an e-mail conformation shortly after placing your order.  However, should you need to check your order history please click on the Account option at the top right hand of the site (you may need to login if you’re not already logged in).  Click on the My Orders to bring up your order history.

Track your order
If you need to track your parcel, please either e-mail us with your order details online@goodyhoo.com or ring our Customer Service Department on 01792 515551.  During business hours we will get back to you within the hour with the relevant information.  Coming Soon – On-line Track & Trace

Obtaining Invoices/receipts
Invoices and receipts are automatically sent out the next working day after your goods are dispatched.  You can request additional invoices by contacting us on online@goodyhoo.com or by phone 01792 515551.  

Cancel/amend an order
Once you have received the e-mail confirmation you won’t be able to cancel your order.  Prior to receiving the e-mail, please contact our Customer Service department on 01792 515551 to discuss your options.

Back order facility
We offer the Back order facility to ensure our on-line customer have the opportunity to order out of stock items. Please use this facility if you would like to check to see when item is due back into stock and its current price.

Once we receive your form, we will e-mail you back with the price and availability of your selected item.  If this is acceptable we can either manually place your order so you can go to the top of the allocation list. Or alternatively we can e-mail you when it is back in stock so you can place your order on-line as usual.

*Due to GoodyHoo’s commitment to deliver the best possible price, the price you see is for guide purposes only.   Prices fluctuate down as well as up and we want to ensure our customers get the best possible deal.

Delivery

Delivery charges

Service	Delivery charge
Orders up to £29.99 Delivery 3-5 Working Days	£3.50
Orders Over £30.00 Delivery 3-5 Working Days	FREE
Next Business Day up to 25kg** Next Business Day*	£6.50
Next Business Day am delivery up to 25Kg ** Next Business Day am*	£18.00

*The Free delivery option is only available on the 3-5 working day option and for orders over £30.00 Free shipping only applies to UK mainland and excludes other delivery options.

**Next Business Day options only applicable for orders processed before 4.30PM and where the following criteria have been met:    

Orders placed out of business hours – delivery times
For order that are placed out of working hours, they will be processed and despatched on our next business working day i.e. order placed on Sat will be processed and despatched on the following Monday.

Cut off times for next day delivery
In order to get your parcel delivered Next Day, please ensure your order is placed by 4.30pm. 

Delivery to a different address – Consumers
To protect our customers from any potential fraudulent activity, and to verify the legitimacy of the details provided we ask that every first order placed by a consumer is delivered to the card holders’ address.  Future orders can be delivered to any UK mainland address (excluding PO boxes).  To amend the delivery address, you will need to Add/Create a new address in your account.  Please see options in Changing a Delivery Address.

PO Box Delivery Addresses
Unfortunately we are unable to deliver to PO Box addresses.

Payment

What payment methods do we accept?
We currently accept payment via three methods, Credit/Debit Card, PayPal or Payment on Account (for our business credit customers).
For Credit/Debit cards we accept Visa, Visa Delta (Debit), Mastercard, UK Maestro, International Maestro, American Express(via PayPal)

How do I select the appropriate payment method?
Payment methods can be selected on the order page, depending on your type of account the appropriate payment options will available to you.

Obtaining Invoices/receipts
Invoices and receipts are automatically sent out the next working day after your goods are dispatched.  You can request additional invoices by contacting us on online@goodyhoo.com or by phone 01792 515551.  

Returns 

How to arrange a return
Our Customer Support team are here to help you.   All our customers have a dedicated Customer Support contact and we aim to respond to any issues raised within 1 hour (during business hours).

You can request a return using our easy to use, online returns tool which is designed to make the process of returning an item as simple as possible.  Alternatively if you want to speak to our Customer Service Experts then please ring 01792 515551.

Please note: In order to return a product you must obtain a returns authorisation number; no returns can be processed without it.

Item Damaged
Claims for items damaged in transit must be received within two business days of receipt of merchandise. If the items are visibly damaged on receipt, please sign the carrier's delivery note accordingly, this will assist us with your claim. Please inform us immediately of any damage to any product purchased by e-mail online@goodyhoo.com or phone 01792 515551.  Please ensure that all items are returned in their original packaging complete with all accessories and documentation. For items over £40 in value we will arrange a courier pick-up and for smaller items please return to us using our freepost label.  We ask that you please keep your proof of posting until the items have been received back into our warehouse and the appropriate action has been taken.  Once we have received the items back into our warehouse and the damage has been assessed we'll issue a replacement, credit note or full refund to you via your original payment method as deemed appropriate.

Faulty Item
If your goods are faulty on arrival, then you are entitled to a repair, replacement or a refund.  Please inform us immediately of any faults with any product purchased by e-mailonline@goodyhoo.com or phone 01792 515551.  Please ensure that all items are returned in their original packaging complete with all accessories and documentation.  For items over £40 in value we will arrange a courier pick-up and for smaller items please return to us using our freepost label.  We ask that you please keep your proof of posting until the items have been received back into our warehouse and the appropriate action has been taken.  Once the fault has been verified, we'll issue a replacement, credit note or full refund to you via your original payment method. At GoodyHoo we test all returned items, and if a returned item is found not to be faulty by our engineers then we will return the item to you, and in this instance you will be liable for the return carriage. 

I have Items missing from my Parcel
Occasionally for delivery purposes we may split the consignments, eg if you order a printer which comes in its own pre-packed box, we may send you through the toners as a separate consignment at no additional costs to yourself.  If you still believe that there is a problem with the consignment or just for peace of mind please contact us by e-mail online@goodyhoo.comor by phone 01792 515551.

How long does it take to collect the parcel?
Our couriers FedEx will collect your items within three business days of contacting us.

Prior to collection could you please ensure that the returns number is attached clearly to the parcel, this helps us identify the parcel once it reaches our warehouse and speeds up the returns process.  

Please ensure that the items in the box correspond to the correct returns note.

Collection will be attempted a maximum of three separate times. Once tried three times we are unable to issue any credit.

Customer Services

How to contact a customer service representative
To speak to our Customer Service Department please contact online@goodyhoo.com or phone 01792 515551. During business hours, we endeavour to respond to your query within the hour. Out of hours queries will be dealt with in the next working day.

My Order hasn’t arrived?
Please contact our Customer Service Advisors on online@goodyhoo.com or by phone 01792 515551. Our advisors will respond to your query within the hour with the delivery time, signature or with a working solution to any problem.

How to get product advice or checking compatibility of products.
Please contact our online Customer Support Department on 01792 515551. Our advisors will be happy to answer your query, or for more technical queries, they will transfer you through to our Technical Services Department where one of our highly trained engineers will talk you through the various options available to you. Alternatively, please e-mail us on online@goodyhoo.com where one of our engineers will provide you with answer to your queries.