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Shipping FAQ
Can I make a telephone purchase rather than use the website?
How secure is my online payment?
Do the prices of the goods and services you offer include VAT?
I’ve placed an order. Why have I not received my order confirmation yet?
How Long Will It Take?
What information do we collect? How do we use it?
How do we use your information for marketing?
How do we protect your information?
Ordering and paying
Can I make a telephone purchase rather than use the website?
Yes. If you would prefer to purchase OPTAC over the phone, please call 0870 887 9202 to place an order. One of our
Customer Support representatives will take your details and arrange for the products to be dispatched.
How secure is my online payment?
We have taken many steps to ensure that your online transaction is as safe as possible.
Card Verification
We have comprehensive authentication systems in place to prevent fraud, including AVS and CV2 cross-checking. These
security measures effectively correlate a person’s address and last 3 digits on the back of their credit card, against
the card issuer's databases.
We also support Visa's Verified by Visa and MasterCard’s SecureCode systems which check previously registered
identification details to confirm a cardholder's identity, be it via PIN or password.
Transaction Encryption
All communication between your PC, our servers and our banks uses 128-bit encryption. Many sites only use 40-bit
encryption but 128-bit encryption offers 288 times as many possible combinations. That’s over a trillion trillion
times stronger.
Data Storage
All our customer data is stored on servers that are protected by firewalls. We do not store any credit card details,
dramatically reducing any risk. We regularly test our security systems and processes to ensure they are working and
up to date.
Do the prices of the goods and services you offer include VAT?
All orders to UK customers must include VAT and the amount of tax you will pay is always kept separate in
the billing process.
For orders to other European Union member states, we will not charge VAT if a valid VAT company code is supplied.
Track your recent orders
Included on your email order confirmation is the shipping company’s order tracking number and their website
address. Please use these to track the progress of the delivery.
Payment Options
Once you've decided what you want to buy, you can choose from the following payment options--and rest assured that
your details are safe with us.
We accept Visa, Delta, Visa Electron, MasterCard, Eurocard, Switch, Maestro and Solo as payment.
Note: we do not accept American Express, cheques, postal orders or cash in any currency.
Credit or Debit Card Declined
If you receive notification that your credit or debit card has been declined, you must contact the bank that issued
the card to find out why. You should also check if the card has expired.
Note: only your bank can tell you why your card has been declined.
I’ve placed an order. Why have I not received my order confirmation yet?
If you haven’t received an email confirming your order, please contact a Customer Support representative on 0870 887 9202
or email optac@stoneridge.com and we’ll work out why. It might be as
simple as a mistake in the email address you submitted.
Cancelling an Order
If you've accidentally placed an order or just changed your mind, don't worry. As long as the order hasn’t been
dispatched, you can cancel the order by calling a Customer Service representative on 0870 887 9202 (not by email).
The entire price of the order will be refunded.
Making Changes to Your Order
Unfortunately, orders cannot be changed once they have been submitted. You can cancel an order, receive a complete
refund and then place a new order prior to dispatch.
Dispatch, Delivery & Returns
Track your recent orders
Included on your product dispatch confirmation email is the shipping company’s order tracking number and their
website address. Please use these to track the progress of the delivery.
How Long Will It Take?
We endeavour to dispatch your order within one business day and use 24 hour delivery to get your goods to you
as quickly as possible.
If goods are not available, we will notify you of this within 3 working days of receipt of the order to agree a
longer delivery period. However, we will provide a full refund of the money paid to us, including delivery charges
if you prefer.
There's a Problem with a Delivery I've Received
You sent me a damaged or defective item
Damaged items: if you take delivery of an OPTAC package and the contents have been damaged in transit, you can return
the item(s) to us within seven days of receipt for exchange. Please contact us 0870 887 9202 or email
optac@stoneridge.com to arrange this.
Defective items: you have the right to return a faulty item within 12 months of the date of delivery. You must give us
written notice of the defect within 90 days of the time when you discover the defect; and return the goods to Stoneridge
Electronics Limited for examination. Stoneridge Electronics Limited must be satisfied on examination of the goods that
none of the Warranty Exclusions set out below are applicable, and that the goods were defective when originally delivered
to you or became defective due to a manufacturing or design fault. In all cases, we shall make the final determination and
interpretation as to whether our warranty applies to the goods. The repaired or replaced goods shall be warranted on these
Terms and Conditions for the unexpired portion of the original warranty period.
The Warranty Exclusions include:
Accident, damage, negligence, abuse or misuse;
Improper installation or maintenance;
Abnormal operating conditions;
Alteration or modification of the goods including removal of factory seals
The goods being used for a purpose or application different to that for which they were designed
Normal wear and tear.
I haven't received everything I ordered
If parts of your order haven’t been delivered, please call our Customer Support representatives on 0870 887 9202 or
email optac@stoneridge.com.
I ordered the wrong thing and want to return it
No problem. Within 28 days of your order, simply call our Customer Support representatives on 0870 887 9202 or email
optac@stoneridge.com to arrange the return of the goods. We will refund you the costs of the
goods, not including initial shipping, as long as they are as new and the seal is not broken on the OPTAC software CD.
You sent me the wrong stuff
As soon as you find out we've sent you an incorrect item, call our Customer Support representatives on 0870 887 9202 or
email optac@stoneridge.com and we’ll sort out collection and replacement of the goods.
Security & Privacy
Privacy Policy
What information do we collect? How do we use it?
This website is operated by Stoneridge Electronics Limited, a member of the Stoneridge Inc Group. Stoneridge Electronics
Limited and our group companies ("we", "our" or "us") will collect personal details in relation to your name, address,
telephone numbers, and the organisation that you work for when you provide details on the site or purchase goods from
us. We will use your personal details to provide you with our goods, for administration and customer services, for
marketing and also for verification purposes during the upgrade and renewal processes. We may keep your information
for a reasonable period for these purposes. We may need to share your information with our service providers and agents
for these purposes. We may disclose personal data in order to comply with a legal or regulatory obligation.
Use of cookies and other devices
We may use information obtained about you from cookies (files which are sent by us to your computer or other access
device) which we may access when you visit our site in future. We are able to do this by using cookies. We use cookies
to help us to recognise you (just by number and not by name) when you return to our website and to allow us to tailor the
content of advertisements to match your preferred interests or to avoid showing you the same adverts repeatedly. We may
also use cookies to compile anonymous, aggregated statistics that allow us to understand how you use our site and to help
us improve the structure of our website. We cannot identify you personally in this way.
If you want to delete any cookies that are already on your computer, please refer to the instructions for your file
management software to locate the file or directory that stores cookies. If you want to stop cookies being stored on
your computer in future, please refer to your browser manufacturer’s instructions by clicking “Help” in your browser
menu. Further information on deleting or controlling cookies is available at www.AboutCookies.org. Please note that
by deleting our cookies or disabling future cookies you may not be able to access certain areas or features of our site.
How do we use your information for marketing?
We and our group companies may contact you by mail, telephone, fax, e-mail or other electronic messaging service
with offers of goods and services or information that may be of interest to you. By providing us with your fax
number, telephone numbers or email address you consent to being contacted by these methods for these purposes.
If you do not wish to receive marketing information from us please indicate this where requested on the registration
page or contact us using the details below.
Your consent and other people's information
By providing us with your personal information, you consent to us processing your personal data, including sensitive
personal data, for the above purposes. You also consent to our transferring your information to countries or jurisdictions
which do not provide the same level of data protection as the UK, if necessary for the above purposes. If we do make such
a transfer, we or they will, if appropriate, put a contract in place to ensure that your information is protected.
If you provide us with information about another person, you confirm that they have appointed you to act for them, to consent
to the processing of their personal data and that you have informed them of our identity and the purposes (as set out above)
for which their personal data will be processed. When we first contact them we may tell them where we got their information
from.
How do we protect your information?
We offer the use of a secure server when you place orders or access your account information. SSL (the secure server
software) encrypts your information before it is sent to us. We also take appropriate measures to ensure that the
information disclosed to us is kept secure, accurate and up to date and kept only for so long as is necessary for
the purposes for which it is used.
Disclaimer
We link to a variety of other sites and we display advertisements from third parties on our site. We are not responsible
for the content or privacy policies of these sites and third party advertisers, or for the way in which information about
their users is treated. In particular, unless expressly stated, we are not agents for these sites or advertisers nor are
we authorised to make representations on their behalf.
Other information
You are entitled to ask for a copy of the information we hold about you (for which we may charge a small fee) and to have
any inaccuracies in your information corrected.
For quality control and training purposes, we may monitor or record your communications with us.
When and how to contact us
If your personal details change, if you change your mind about any of your marketing preferences or if you have any
queries about how we use your information, please let us know by contacting our Mailing Exclusion Team, at
optac@stoneridge.com or writing to Stoneridge electronics,
Charles Bowman Avenue, Claverhouse Industrial Park, Dundee, DD4 9UB.
This privacy and cookie policy may change and therefore you should review it regularly.
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