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.