You will receive automated emails keeping you abreast of your current order status. In some cases there may be a short delay if some items on your order are out of stock - we will advise you when the order is being packaged up for shipping. Prior to shipping, orders can always be cancelled for a full refund.
Payment is currently via PayPal. By special arrangement, other options such as bank transfer or cheque can be accomodated, but we regret we CANNOT take credit card payments directly at this point. This should not be a real issue, as you can easily sign up for a free PayPal account and pay using your credit card via that process. If you would like to arrange payment by bank transfer, please choose "Manual Payment" during the checkout process and we will contact you via email to arrange.
Please check your spam folder/filters for our order emails. We cannot be held responsible for emails lost due to over-zealous spam filters and we cannot chase orders in all eventualities. In particular, Microsoft seem to block our emails regularly (despite various efforts on our part to ensure our process is correct).
Order Despatch Times
Orders are sent within 2 working days (subject to stock availability).
The manual payment method can be chosen to arrange, via email, payment via bank transfer. We are unable to take payments via debit/credit card at this time.
We use Royal Mail as our postal service.
Within the UK, we offer a standard 1st class service as well as a signed-for option. Orders should arrive within 10 working days (typically they are a lot quicker than this). 1st class does NOT guarantee next day delivery.
For international customers, we offer a standard airmail as well as a signed-for/tracked option. Orders can take anywhere up to 4 weeks to arrive, depending upon your location and customs activities. Please bear in mind that only certain countries provide complete end-to-end tracking and it may be that, for some regions, we can only track a delivery into the country borders but after that the delivery of the order rests with your local postal service.
We cannot initiate any lost parcel queries with Royal Mail until 20 working days have passed since despatch. While the majority of orders arrive quickly, we cannot be held accountable for delays with the various postal services around the world. If you choose the non-tracked service, or your country does not provide in-country tracking once within your borders, then there is very little we can do to chase or locate your parcel. Your patience and understanding would be appreciated.
If you wish to arrange a courier (e.g. South Africa), please contact us beforehand via email and we will be happy to arrange alternative shipping for you.
Warranty / Guarantee
EDTracker Pro devices are covered by a 12 month warranty, valid from date of purchase. Any failure of the physical device due to a manufacturing or assembly error on our part will be repaired or replaced by EDTracker Ltd within this period. We do not repair or replace due to standard wear and tear or damage caused by incorrect or inappropriate use of the device. Any modification to the device will void the warranty. In short - we are quite reasonable... if the failure is our doing and within a reasonable period of time, we'll fix it. If you've misused or abused the device, don't expect us to replace it for free. Your statutory rights are in no way affected.
On the DIY EDTracker PCBs, no warranty or guarantee is provided once the board has been assembled. Please understand this is a community project using open-source hardware and software and while we do test devices before we send them out, we cannot provide any sort of long-term warranty or guarantee. Having said that, we will always do our best to resolve any issues you have with your order. The components that you use to assemble your home-made DIY EDTracker are not within our control, and failure of such items in part or whole should be taken up with the vendor from whom you sourced them. Likewise, for self-assembled devices, the responsibility rests with whoever assembled them.
Returns are accepted by arrangement. Under the Distance Selling Regulations, we will accept returned items within 14 days of purchase provided the items are returned unused and in as-new condition. In such cases, the cost of the product and standard delivery will be refunded. If you selected an enhanced delivery option, e.g. "Signed For" delivery, then only the cost of basic delivery will be refunded.
For non-faulty items return shipping costs are the responsibility of the customer and will not be refunded. Where a return relates to a faulty or incorrectly-supplied item, we will naturally reimburse you any reasonable costs incurred. Please keep proof of postage when returning items to us. The honus is on you to cover your item for loss or damage during return.
International (non-EU) customers should include the relevant customs forms indicating the product is being returned. We will NOT pay any incoming duty on returns due to unlabelled (or mislabelled) packages and will deduct any incorrect import charges from your refund.
If you have any queries with regards EDTracker, please contact us via the contact page on the website. We will do our best to assist you with any device purchased from us, should you have problems. For home-built DIY devices, please remember this is a community-driven open-source project ran out of our spare time! It is difficult to support products that you have assembled yourself at home. Please read the information available on the website (and in the user guide) first before contacting us with any queries. We will always try our best to help you with problems, but you might not get a response immediately (particularly over weekend or holiday periods).
EDTracker Pro devices assembled and provided by us are fully supported.
VAT (Value Added Tax)
VAT at the current UK rate (currently 20%) will be applied to all orders destined within the EU. We do not legally have to remove VAT from sales to VAT-registered customers in the EU; to do so is not practical from a business perspective as the additional work involved in processing orders of this type would swamp us with paperwork. For official guide, please read the article on the gov.uk website.
Our VAT registration number is 243335623.
Company Information & Contact
We are an online business and we do not have any retail premises. All contact is performed via email and we do not provide telephone support services.
EDTracker Ltd is incorporated within the UK & Wales at Companies House, company number 9507170, registered address : 16, Woodhurst Lane, Wokingham, Berkshire, RG41 1JQ, UK