What Can I Expect From This Service?

*Subscription price is based on the price of the product at the time the subscription is created or renewed. If a subscription item is also on offer you will receive your subscription discount and then the offer that is currently on that product. If a subscription product is not on offer you will only recieve your subscription discount. Offers vary from month to month and may result in a change in price, but you will always receive your subscription discount.

How are my card details handled?

When you input your card details as part of a subscription, they are vaulted and stored by Stripe. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. All card numbers are encrypted at rest with AES-256. Decryption keys are stored on separate machines. Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in a separate hosting environment, and doesn’t share any credentials with Stripe’s primary services (API, website, etc.). In other words, we do not store, handle or have a database of saved card details.

How long after my order is placed will it take to reach me?

When your subscription renews, a new order will be generated. This order will be processed by our dispatch team and then shipped with our courier DPD. 98% of DPD’s deliveries are next day though some can take an extra day or two depending on the volume of parcels that DPD is processing.

Will my subscription discount override other discounts?

No. If a subscription item is also on offer you will receive your subscription discount and then the discount that is currently on that item.

What happens if the item I’ve ordered isn’t in stock?

If the item you've ordered goes out of stock or is delisted for some reason, a member of our sales team will be in touch with you to arrange a replacement. Subscription customers will always be notified of any changes that may affect their order or the subscription service we offer.

Can I cancel or change my subscription after I place it?

Absolutely. Once you log in or create an account with us, you’ll be able to make amendments to your active subscriptions.

What happens to my parcel after it leaves your depot?

Once your parcel is handed over to our courier it is then taken to their regional depot for processing. Once processed, it is then dispatched to be delivered to you directly. This process usually happens overnight, but due to high parcel volumes and the ever-shifting situation this may be extended by up to 3 or 4 days.

How will I know when I’m due a delivery?

Once your subscription renews you will receive an email from us stating so. Then, once your order is shipped, you will receive another.

Can I pick up my subscription item from an Equipet store?

No. Our subscription service is an online feature only.

I cancelled my subscription but I still received a delivery, what do I do?

If you’re happy to keep the item even though you've cancelled your subscription then you don’t need to do anything. If, however, you wish to return the item and obtain a refund, you will need to go through our returns process located here.

 

© Equipet Retail Ltd 2018