FAQ

Below are frequently asked questions, you may find the answer for yourself

How is my order shipped?

Orders will be shipped within 5 business days after receipt of funds.

How long does it take for my order to reach me?

Orders are dispatched within 5 working days after payment confirmation. However, the time it takes depends upon customers clearance in the countries that the shipment passes through

Delivery dates are not guaranteed in the event of service interruptions or failures caused by events beyond the control of Phoenix Controls. These interruptions include, but are not limited to, delays caused by the transportation system, shipping carrier or processing of cardholder’s credit/debit card.

Delivery delays due to service interruptions or inclement weather conditions are not the responsibility of The Phoenix Controls or the carrier.

Which countries do you ship to?

All countries other than US / UAE / HONGKONG embargoed Nations

What are your delivery charges?

Delivery charges can be determined by completing an order online. Should you wish to use your designated freight forwarder/shipping account this can be communicated at the time of checkout by unchecking “delivery charges” option.

How do I track my orders?

You will receive an email, together with a tracking number, notifying you that orders have been shipped. If you have further queries, please send an email to [email protected]

How do I know if an item is in stock?

All items are in stock unless “Out of stock” is indicated.  On receipt of your order, if any items are unavailable, we will inform you by email and we will offer you a refund or alternative availability date where possible.

Do I need to register and set up an account to shop?

It is not mandatory to register. However, if you choose to we will retain your contact details, which will be retrieved when you login on your next visit. Please note that due to security reasons, we will not retain your card details.

What if there are missing or wrong items when I receive my order?

For missing or wrongly shipped items, please send an email to [email protected] and quote your transaction reference number. Our customer service is open 24 Hrs. We will endeavor to reply to your query within 5-6 hours and we will advise you on what to do next.

Is there a minimum order value?

There is no minimum order requirement.  Delivery charges will remain as specified.

What are your Terms & Conditions?

The Phoenix Controls is not an authorized distributor or an affiliate of the Manufacturer of the products listed on our website.

The Phoenix Controls sources these products through independent channels including resellers, the original manufacturer (not as an authorized distributor), and online marketplaces, allowing The Phoenix Controls to obtain competitive buying rates.

The products are genuine and functional.

The products may vary as to country of origin, accessories and other items included with the product, the language used on the packaging, parts, and instructions, and the contents of any printed material.

For quality assurance purposes, products may not have a factory seal. This denotes that the product was inspected to ensure quality and authenticity.

The Phoenix Controls’ engineering team does not make any recommendations regarding this product;

What are the recommended browsers for this site?

This site is optimized for Explorer version 7.0 or higher, Mozilla Firefox version 2.0 or higher, Opera 9.0 or higher and Google Chrome

Can I deliver to another address, other than my card billing address?

Yes, it is possible if the delivery address is in the listed countries.

What is your cancellation policy?

Orders once purchased and paid for can be canceled within 24 hours and charges for the same is 30% of the order value.

Orders once shipped can be canceled provided the item in return. Please refer returns policy.

I would like to change my order. What should I do?

If you would like to amend your order, please contact us at [email protected]

How do I know that my order has been successfully submitted?

You will receive an email acknowledgment containing the order reference number and details of your purchase. Your order will be only dispatched upon receipt of payment.

How can I pay for my order?

We accept all major credit and debit cards: MasterCard, Visa, JCB, American Express, Delta and Maestro. Please note that all payments are charged in Sterling Pounds. The final amount reflected on your bill may differ depending on the exchange rate at the time your bank processes the transaction.

Is it safe to use my credit card on your website?

To ensure a safe payment procedure, our website uses Secure Trading for a reliable and secure internet payment gateway.

What is your warranty policy?

Items Below $250 no warranty

Items From $250 to $499 3 Months

Items From $500 to $999 6 Months

From $1000 and above 12 Months.

What is your return policy?

Returns accepted for most unopened items. Requires pre-approval and RMA.

Returns must be communicated to us via email within 2 days of receipt of shipment.

Returns must be received within 7 days of purchase.

All returns subject to 50% restocking fee.

How do I pay using PayPal?

When you have completed your online order, you will be directed to a secure PayPal website for check out. Please follow the PayPal instructions.

Is my personal information kept private?

Any information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent, except as required by law or to fulfill an order contract with you.

Can you repair defective / faulty cards ?

Should you have defective cards you can send an email to [email protected] and we will have these cards repair through our channel partners.

What is the condition of the parts ?

Surplus Parts

We acquire our surplus parts from many sources such as project overstock, system upgrades, plant shutdowns and from other surplus vendors.

We take great care to assure that the surplus parts meet your quality needs and expectations:

All items are inspected as part of our receiving process to assure that parts with physical defects are not entered into our inventory.

The parts are handled with proper anti-static management practices.

The items are fully cleaned.

We have extensive test systems and equipment to assure proper function.

 

Our parts are graded into different condition levels. These are defined as follows:

Used/Refurbished – These parts have been previously used, but are in good condition and clean. They have been refurbished as necessary.

Unused / New Surplus – These parts are new. They have not been used, but their original packaging is no longer available.

Note: Surplus parts might not be the most current version, revision or date code currently offered by the original vendor.

What information do we collect?

We collect information from you when you register on our site, place an order or fill out a form.

When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number or credit card information. You may, however, visit our site anonymously.

What do we use your information for?

Any of the information we collect from you may be used in one of the following ways:

  • To personalize your experience
    (your information helps us to better respond to your individual needs)
  • To improve customer service
    (your information helps us to more effectively respond to your customer service requests and support needs)
  • To process transactions
    Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.
  • To send periodic emails
    The email address you provide for order processing may be used to send you information and updates pertaining to your order. If you opt-in upon registration, you may also receive occasional company news, updates, related product or service information, etc. If you do not wish to receive non-order specific emails you may opt-out upon registration.
  • To improve our website
    (we continually strive to improve our website offerings based on the information and feedback we receive from you)

How do we protect your information?

We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.

We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Database to be only accessed by those authorized with special access rights to our systems, and are required to keep the information confidential.

After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be kept on file.

Do we use cookies?

Yes (Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information.

We use cookies to help us remember and process the items in your shopping cart, understand and save your preferences for future visits and compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future. We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve our business.

If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly. However, you can still place orders over the telephone or by contacting customer service.

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