Frequantly Asked Questions - Delivery Information - COVID19 Restrictions
IMPORTANT INFORMATION - JANUARY 2021
We return to work as normal on the 5th of January 2021 and orders will be processed as normal. We do not expect any direct issues related to COVID19 Restrictions or Brexit that will impact orders placed on our website. We do not rely on UK Distributors however secondary delays at Irish Ports may cause delays in stock coming in from other EU countries. In an effort to reduce any possibility of delays due to this we will be air freighting in components between the end of December 2020 and the middle of January 2021. Our number one priority with COVID19 will always be the health and safety of our staff and our customers. We will comply with all government guidelines as well as recommended health guidelines. Therefore there will be no visitors permitted to visit or enter our facility until further notice. Only registered shipping companies who have provided a written copy of their COVID19 procotols are permitted access to our facility. All deliveries by our carrier www.FASTWAY.ie will be CONTACTLESS and not require a signature during COVID19 Restrictions. Proof of delivery is obtained by the GPS locator on the delivery vehicle and the drivers handheld device. It is possible that unforeseen issues may delay orders however we will update customers should an order be delayed. We would ask customers to please comply with COVID19 Restrictions and to understand that we are operating under restrictions as failure to do so may result in us having to limit or close our facility. We area we do expect delays with will be replies from our Help Desk. We are not just dealing with tickets from our customers but from customers of UK websites who now find themselves without products or support related to orders placed before or just after Christmas as well as customers contacting us direct as most manufacturers are not offering support at this time. We will do our upmost to answer all tickets in a timely fashion however we will prioritise tickets with the lowest priority being tickets asking about delivery timeframes. This decision has been make based on the fact we notifiy all customers within their order confirmation email about delivery timeframes as well as on our website. We see no reason for any ticket to be opened asking for delivery information therefore we have designated these tickets as the lowest priority. In an effort to provide support quickly we are sending automated emails to anyone opening a support ticket and in this email there is information related to the top questions we are asked. Most support tickets will be answered within 24 hours Monday to Friday and next business day for tickets created weekends or outside business hours.
Delivery Restrictions & Delays During COVID19 Restrictions?
During Level 5 COVID19 restrictions the delivery timeframe for Custom Desktop PCs and Laptops is up to 12 Business Days ( Most deliveries within 7 to 10 days ) and the delivery time frame for component orders is up to 12 business days ( Most deliveries within 5-8 days ) .
We are working hard ro ensure delays are kept to a minimum and we ask customer to please be patient as we are dealing with exceptionally large volumes of orders.
Collections by Fastway at this time are subject to acceptance by the local drivers and cannot be guaranteed due to health and safety concerns.
Once a collection is booked we will do our upmost to ensure the collection is completed in as quick a timeframe as possible.
Returns/warranty of components may be delayed due to restirctions in the home country of the manufacturer or manufacturers rma centre.
All returns to our facility in Ireland will be quaranteened for a minimum of 10 days from date of receipt to ensure the safety of our staff.
WE ARE OPEN FOR SALES AND SERVICE WITH ALL ORDERS PROCESSED AS NORMAL HOWEVER PLEASE UNDERSTAND THAT WE
ARE RECEIVING LARGE VOLUMES OF ORDERS WHICH MAY RESULT IN POTENTIAL DELAYS IN REPLYING TO HELP DESK TICKETS AND EMAILS.
WE ARE DO NOT HAVE A RETAIL STORE AND THEREFORE PLEASE DO NOT CALL TO OUR WAREHOUSE OR FACILITY AS YOU WILL BE TURNED AWAY.
OUR FACILITY IS NOT OPEN TO THE PUBLIC AND ALL ORDERS MUST BE PLACED ONLINE FOR DELIVERY WITH www.FASTWAY.ie
UNDER NO CIRCUMSTANCES CAN WE ALLOW VISITORS TO OUR WAREHOUSE OR FACILITIES AND WE ASK ALL CUSTOMERS TO PLEASE
OBSERVE COVID LEVEL 5 RULES AS SHOWN AT www.GOV.IE
Can I add to or alter an existing order?
Once your order has been confirmed we are unable to make any alterations to it in any way.
Do we have a telephone number or support phone number?
We do not offer phone support and all support enquires related to technical or sales must be made through our Help Desk. Our support staff may on occasion need to contact a customer by phone and we are aware that customers often keep this number or find our internal numbers from other sources however it must be understood that we do not answer calls and as stated all enquiries must be through our Help Desk. We do not advertise a phone number and no numbers are listed on our website or in our emails. Please understand that the reason behind this allows us to provide a far superior support service through our Help Desk which is staffed by qualified and experienced staff. Our Help Desk also allows files such as screengrabs to be shared which allows for issues to be dealt with far quicker than by phone. We removed phone support in 2015 after consultation with our customers. In 2020 we sent an email to 12,000 registered customers asking their opinion on whether they preferred phone of help desk support and the overwhelming answer was 83% of customers who replied prefered support through our Help Desk. Our Help Desk allows tickets to be created by email , contact form , social media posts from Twitter and Facebook as well as live chat.
Earning & Spending Reward Points?
Points can only be earned by customers who have created an account and place orders from within their account. Orders placed from GUEST ACCOUNTS are not eligible for Reward Points. If an order is placed by a customer with an account who has not logged in then they will not earn points on the purchase and this cannot be changed later. If a customer who has placed an order as a GUEST then later opens an account any order placed as a GUEST is not eligible for Reward Points we therefore cannot be added later. If points are not awared when an order is placed we cannot add points later. Management decisions are final and reward points do not have a cash value.
Can I cancel an order?
Orders can be cancelled from within your account and depending on the order status you can cancel an order simply by selecting the cancel order option. If you checked out as a guest without creating an account you will have to create a support ticket however orders may ship or move to a different stage in the time it takes for a support ticket to be answered ( weekends , holidays etc). You can view order stages by clicking on the link on the footer of our website. If we ship an order and it is refused at point of delivery a charge will be incured. We reserve the right to refuse any returned order which does not have a valid RMA number. We always recommend setting up an account when placing an order as this offers easy cancellation options for orders based on the order stage amd avoids having to send support tickets or emails and waiting for a response. We have not made any extra restrictions at this time due to COVID LEVEL 5 however this will be monitored closely.
Not Receiving Order Confirmation or Order Status Updates by Email ?
Our website sends automated emails to the email address entered by the customer when placing an order and this order confirmation email
What is the Warranty when building your own pc?
If you are building your own PC from components purchased then you do not have a PC warranty however each compoment seperately includes warranty.
When will I be charged if I pay by card / PayPal ?
For all online orders, your card will be charged for items when your order is placed. You will receive an order confirmation email within 15 minutes of placing an order.
Can I change my delivery address once my order has been submitted online?
Unfortunately, it isn’t possible to change your delivery address after you’ve submitted an order. You can however log into your online account and update your details for the next order. Credit Card companies and Banks use the provided address to gauge the security risk of each transaction and therefore once an order has been placed we cannot change the delivery address.
Can I arranage a collection under the Collect & Return Warranty from a third party address?
Collections can only be made from the original delivery address when booking a return under our collect and return warranty. We cannot offer collections from an address other than the original delivery address and it should also be noted that the collect and return is only available to the original purchaser and it cannot be transfered to a third party.
Can I change the specification of a Ready 2 Go PC?
We cannot change the specification of a Ready 2 Go PC from the specification stated on the product description page.. If you want to make changes you should purchase a PC from our Custom Ranges. We cannot install any third party components or components purchased from our Parts Store.
How do I return an item?
Returning an item is really easy. You can complete an RMA request by clicking on the RETURN link at the top of each page or you
can log into your account and click on the RMA link to the left. During COVID19 Restrictons all returns are subject to a 10 day quarantine period.
You should always contact support support before requesting an RMA at HELPCENTRE.CUSTOMPC.ie
Do I have to pay for return postage?
If you’re returning an item to us by post or courier , you will need to cover the cost for postage and packaging. Custom PCs & Laptops Include Collect & Return Warranty.
We recommend only using a recorded delivery service and it is important to ensure any item being return is packed safely. It is also reccomended to insure and item being returned and this should be arranged with your carrier. If an item is refused when delivery is attempted then the liability is passed to the customers until the item is returned to us and accepted in good order. We do not recommend refusing a delivery as this means the order is no longer insured and should the item be lost or damaged the cost falls on the person who refused delivery.
Order Tracking & Delivery Information?
For Order tracking please contact us through our HELP DESK . Our staff answer enquiries within 2 hours business hours Monday to Friday.
PLEASE DO NOT CALL OUR TECHNICAL OR SUPPORT PHONE NUMBERS REQUESTING TRACKING OR ORDER INFORMATION.
You will receive a DISPATCH email the day prior to the delivery and within this email you will find a TRACKING ID which will allow you to track the delivery at www.FASTWAY.ie
FOR DELIVERY INFORMATION AFTER RECEIPT OF YOUR DISPATCH EMAIL PLEASE CONTACT NIGHTLINE.IE FOR TRACKING AND NOT OURSELVES
COMPONENT & ACCESSORY DELIVERIES CAN TAKE UP TO 7 BUSINESS DAYS FROM DATE OF ORDER WITH A SAME DAY PROCESSING CUT OFF OF 2.30PM
ORDERS PLACED ON WEEKENDS & BANK HOLIDAYS ARE PROCESSED NEXT BUSINESS DAY
|COMPONENTS & ACCESSORIES ONLY ( NOT APPLICABLE DURING COVID19 RESTRICTIONS )|
ORDER DELIVERY TIME TABLE - ESTIMATES ONLY
|DELIVERIES WITH FASTWAY.IE|
|ORDERS PLACED||ESTIMATED DELIVERY MINIMUM|
|MONDAY BEFORE 3PM||EARLIEST DELIVERY THURSDAY 4 BUSINESS DAYS|
|MONDAY AFTER 3PM||EARLIEST DELIVERY MONDAY 5 BUSINESS DAYS|
|TUESDAY||EARLIEST DELIVERY MONDAY 4 BUSINESS DAYS|
|WEDNESDAY BEFORE 3PM||EARLIEST DELIVERY MONDAY 3 BUSINESS DAYS|
|WEDNESDAY AFTER 3PM||EARLIEST DELIVERY TUESDAY 4 BUSINESS DAYS|
|THURSDAY||EARLIEST DELIVERY TUESDAY 4 BUSINESS DAYS|
|FRIDAY BEFORE 3PM||EARLIEST DELIVERY TUESDAY 3 BUSINESS DAYS|
|FRIDAY AFTER 3PM||EARLIEST DELIVERY THURSDAY 5 BUSINESS DAYS|
|SATURDAY||EARLIEST DELIVERY THURSDAY 4 BUSINESS DAYS|
|SUNDAY||EARLIEST DELIVERY THURSDAY 4 BUSINESS DAYS|
CUSTOM DESKTOP PCS & LAPTOPS - DELIVERY TIME FRAME IS UP TO 12 BUSINESS DAYS FROM DATE OF ORDER WITH SAME DAY PROCESSING CUT OFF OF 3PM
THE AVERAGE TIME OF A PC BUILD IS 6 BUSINESS DAYS HOWEVER THE TIMEFRAME DEPENDS ON MANY FACTORS AND THIS IS WHY WE STATED 12 BUSINESS DAYS.
DELIVERY DATES STATED ABOVE ARE ESTIMATES ONLY. YOU WILL RECEIVE A DISPATCH EMAIL THE BUSINESS DAY PRIOR TO DELIVERY.
DELIVERIES ARE BUSINESS HOURS MONDAY TO FRIDAY ONLY. THERE ARE NO DELIVERIES ON WEEKENDS OR BANK HOLIDAYS.
ABOVE ESTIMATES EXCLUDE SPECIAL ORDER ITEMS , CUSTOM DESKTOP PCS AND CUSTOM LAPTOPS.