Ordering and Delivery

Obtaining a trade price list
Our on-line catalogue is available to view and to download for free in convenient sections separated into PDF files. As a trade supplier we only advertise RRP and SSP prices in our on-line catalogue. To receive a copy of our latest pricelist please complete and submit the fields in our contacts section. One of our advisors will contact you to confirm your details so we can enter you on to our customer database, provide our sales office telephone number and email, as well as a user name and password allowing you access to our price list within the trade section of our website. The trade section will allow you to view seasonal offers as they become available and information on new and upcoming products before anyone else, giving your business the edge over your competitors. From then on when you need to place any orders, discuss any future project requirements or check product details you can simply email or telephone the sales office.

The order process
If you are unsure of the products you require feel free to contact the Fishscape sales office where an advisor will take the time to discuss your requirements fully and provide a bespoke equipment list for you. Once you have confirmed the equipment list and any required alterations are made, your dedicated advisor will arrange payment/delivery details with you and complete the order. Alternatively if you know the products that you would like to order simply email or phone the sales office and an advisor will then be able to confirm order availability and expected lead times with you. Once this has been confirmed, your dedicated advisor will arrange payment/delivery details with you and complete the order.

Deliveries
Fishscape will arrange delivery to your business or site address, whichever is most convenient, on a date that suits you. We aim to turn around orders as quickly as possible; our typical delivery on stock items to the majority of UK postcodes is within 2-3 days, anytime between 8am-6pm. Even orders that are received up until 3.00pm can normally be despatched on a 2-3 day basis. We aim to keep our delivery rates as low as possible and offer subsidised deliveries against all order values; order values up to £100.00 are charged at £8.85, order values between £100.00 and £250.00 are charged at £7.45, whilst order values over £250.00 are mostly delivered free of charge* (all order values and delivery charges are exclusive of VAT). If you need an order urgently please contact the sales office and we can provide a quote for an express delivery with arrival before 9am, 10am and 12pm, even on a Saturday*. If in the unfortunate circumstances your delivery doesn’t arrive when advised we will track and chase that delivery on your behalf and liaise with you accordingly, leaving you free to continue with the more important aspects of running your business

If orders are to be despatched to your business address we will attach your invoice and card receipt (if applicable) to the consignment, unless specified otherwise. If we are to despatch an order direct to site or your customer the invoice and card receipt will be posted to your business address and a delivery note, without pricing or Fishscape contact details shown, will be attached to the consignment. We don’t want to have contact with your customer as much as you don’t want them to know our trade prices. If you would prefer we can send out deliveries direct to your customer with a delivery note printed on your headed paper displaying your logo and company details.

All goods sold by Fishscape are subject to our standard terms and conditions, full details of which are available on the website. Whilst we aim to hold our 2009 prices for the duration of the year, our policy is one of continuous improvement and as such we reserve the right to change prices, products and specifications without notice. All dimensions provided in the catalogue and on the website are offered as a guide, please check dimensions before cutting any holes or installing equipment!

Please note:
*Next day delivery and express delivery is available to Mainland UK only (With the exception of the Scottish Highlands; postcodes IV, KW1-14, PA 34 & 37-39, PH 19-26, 30-40, 49 & 50, PH 41 Sector 4).
A delivery supplement of £5.00 is applicable to all consignments to be delivered to the Isle of White.
Deliveries to areas not included in Mainland UK (Scottish Highlands, Northern Ireland, Channel Islands and all other offshore islands e.g. Isle of Man, Isle of Arran, Isles of Scilly, Shetland Islands, Orkney Islands, Western Isles and Outer Hebrides, Mull of Kintyre, Isles of Tiree and Knoll etc) will be charged at cost, a quote will be provided on request.
Special Order items may be treated separately for delivery costs, where applicable this will be specified in the Fishscape catalogue.

Returns
Although we take great care to ensure all of our consignments are carefully packaged, occasionally a product may arrive damaged in transit. If there is any sign of damage to the external packaging please sign for the delivery as damaged and inform us immediately to enable us to despatch a replacement as soon as possible. Similarly if in the unfortunate circumstances a delivery arrives with any missing items, please inform us immediately so we can despatch the missing items as soon as possible

Fishscape carefully evaluate each product within our product range for quality and long term performance, we don’t believe in stocking products that won’t last the pace under the tough conditions in which they may be expected to function in. However we know that any piece of equipment can occasionally suffer a failure. If your customer reports a fault to you please talk them through any remedial action that can be taken on site to establish the cause of the problem. Further information regarding fault finding can be found in the FAQ and Useful Info sections of the trade only website. We do expect steps to be taken to establish the potential cause of any reported problems before we will send out a replacement or arrange for the item to be returned to us for further inspection. We always try to resolve the problem on site by working with you, in order to avoid any additional costs to you and us for removal and collection of equipment that is found not to be faulty. If you’re not sure just give us a call and we will offer any reasonable levels of assistance possible to help resolve the problem.

If a product is found to be faulty we will liaise with you in order to return the item to us; for smaller items we would kindly ask you to post the carefully packaged item back to us using Royal Mail (the cost of postage will be refunded to you accordingly), for larger items we will arrange collection on your behalf through our own couriers. Replacement items will be despatched to you once we have received the faulty items, unless expressly agreed between Fishscape and yourself. Under no circumstances must consignments be returned to us without prior arrangements having been made.

If a product or an order is received and signed for then found not to be required please contact the sales office where we will be able to discuss the possible return of unwanted items back to Fishscape. Any refund offered on products deemed unnecessary or for cancelled orders once signed for will be subject to a handling charge, calculated at cost to Fishscape, and a restocking charge set at 15% of the total value of products to be returned. Please note any bespoke or made to order items can not be returned once signed for, similarly some special order items may also be treated in this way (details will be provided in the Fishscape Catalogue).