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FAQs
FAQsFrequently asked questions
- 1 What are your customer service standards?
At Total Office we pride ourselves on providing an excellent service. Our state-of-the-art quality management system is at the heart of what we do. Because we are easy to work with, our customer service team is free to focus on providing solutions to any wider purchasing issues you might have. Every member of our team has the authority and knowledge to answer the vast majority of your questions in a one phone call. We promise to answer emails within 4 business hours.
We owe our success to you, our customers. Our biggest source of new business is from your personal recommendations. Many of the best features and improvements to our service have come from customer suggestions.
We owe our success to you, our customers. Our biggest source of new business is from your personal recommendations. Many of the best features and improvements to our service have come from customer suggestions.
- 2 Where do you deliver to?
We deliver to all of Mainland UK, Northern Ireland and the Isle of Wight. We require a signature so please ensure someone is available .
We do NOT deliver to the Scottish Islands, Isle of Man, Channel Islands or Isles of Scilly.
We do NOT deliver to PO Box addresses.
REMOTE POSTCODES: A limited number of remote postcodes are subject to an additional delivery charge. We will notify you immediately if this applies to your order, and will only proceed with your approval.
DELIVERY UPSTAIRS: Please also be aware that the courier is contracted to deliver to the address stated on the order. Please include your relevant FLOOR number on the order.
FURNITURE: The courier is only insured to deliver FURNITURE items to the GROUND FLOOR ONLY. You will need to arrange for transportation of the goods yourself to any other floor.
SAFES: Please be aware that the delivery of a safe is always dependant upon the access to the building. Delivery is FREE to the ground floor if there is no access problems (e.g. steps, door size, etc). There may be an additional charge for any other delivery conditions. You will be required to answer some basic access questions when you purchase a safe.
We do NOT deliver to the Scottish Islands, Isle of Man, Channel Islands or Isles of Scilly.
We do NOT deliver to PO Box addresses.
REMOTE POSTCODES: A limited number of remote postcodes are subject to an additional delivery charge. We will notify you immediately if this applies to your order, and will only proceed with your approval.
DELIVERY UPSTAIRS: Please also be aware that the courier is contracted to deliver to the address stated on the order. Please include your relevant FLOOR number on the order.
FURNITURE: The courier is only insured to deliver FURNITURE items to the GROUND FLOOR ONLY. You will need to arrange for transportation of the goods yourself to any other floor.
SAFES: Please be aware that the delivery of a safe is always dependant upon the access to the building. Delivery is FREE to the ground floor if there is no access problems (e.g. steps, door size, etc). There may be an additional charge for any other delivery conditions. You will be required to answer some basic access questions when you purchase a safe.
- 3 How do I cancel an item on backorder?
A backorder is an item for which we are awaiting a new supply of stock.
If you have ordered an item which is unfortunately on backorder, the rest of the items on your order will still be dispatched on the next delivery.
You will receive a notification should any of your items be put on backorder. You then have the option to cancel the item or wait for automatic delivery of the goods on the 'due date'.
If you have not, please Contact Us
If you have ordered an item which is unfortunately on backorder, the rest of the items on your order will still be dispatched on the next delivery.
You will receive a notification should any of your items be put on backorder. You then have the option to cancel the item or wait for automatic delivery of the goods on the 'due date'.
If you have not, please Contact Us
- 4 What if I have items missing from my order?
Items missing from your order may already be on their way to you as part of another delivery. The next possibility is that an item is not in stock but is to be delivered later. If there is no record of a further delivery, contact us and choose the option Items are missing from my order. Please report any missing items within three working days of the delivery.
- 5 What do I do if I have received a damaged item?
If your order includes a damaged item(s), please contact us within three working days of delivery. Once we have the relevant information from you, we can collect the damaged item(s) and deliver a replacement(s).
- 6 How do I return items?
You need to return unused unwanted goods within 14 days of receiving your order. You need to tell us about damaged goods within three days of receiving your order.
Checklist: Returning unused goods:
Wrap the item (with all its documents and components) back in its original packaging. Do not post it to us as this may delay your refund. To ensure we can accept items you return, please make sure :
The item is unused and in a resalable condition.
The box has no writing or return numbers on it.
Ensuring all manuals and components are included.
And you use the original packaging.
Returns after 14 days.
We can only accept unwanted items after 14 days at our discretion, and for less than the full credit value.
Food and drink returns.
Sorry - we cannot accept any food or drinks returns - including biscuits, coffee and water - because of health and safety regulations.
Checklist: Returning unused goods:
Wrap the item (with all its documents and components) back in its original packaging. Do not post it to us as this may delay your refund. To ensure we can accept items you return, please make sure :
The item is unused and in a resalable condition.
The box has no writing or return numbers on it.
Ensuring all manuals and components are included.
And you use the original packaging.
Returns after 14 days.
We can only accept unwanted items after 14 days at our discretion, and for less than the full credit value.
Food and drink returns.
Sorry - we cannot accept any food or drinks returns - including biscuits, coffee and water - because of health and safety regulations.
- 7 What is your returns policy?
Our policy couldn't be simpler - we collect unwanted goods at no charge.
If you need to return something, Contact us within 14 days of delivery.
We will arrange an approved courier to collect unwanted items free of charge.
If any items are damaged or missing from your order, please let us know within three working days of delivery.
You will receive a full credit for all items as long as they are in a resalable condition.
Please make sure the items are returned unopened in their original packaging.
If you are returning a business machine, it must be in an unopened box, unless it is damaged or faulty.
Returns after 14 days.
We can only accept unwanted items after 14 days at our discretion and for less than the full credit value.
Food and drink returns.
Sorry, we cannot accept any food or drinks returns - including biscuits, coffee and water - because of health and safety regulations.
If you need to return something, Contact us within 14 days of delivery.
We will arrange an approved courier to collect unwanted items free of charge.
If any items are damaged or missing from your order, please let us know within three working days of delivery.
You will receive a full credit for all items as long as they are in a resalable condition.
Please make sure the items are returned unopened in their original packaging.
If you are returning a business machine, it must be in an unopened box, unless it is damaged or faulty.
Returns after 14 days.
We can only accept unwanted items after 14 days at our discretion and for less than the full credit value.
Food and drink returns.
Sorry, we cannot accept any food or drinks returns - including biscuits, coffee and water - because of health and safety regulations.
- 8 Can I exchange items I ordered by mistake?
The easiest thing to do is to return any item(s) ordered by mistake, and then place a new order.
Simply:
1. Contact us to arrange a collection
2. We then email you a returns number and collect the item(s) within three working
days of issuing the number.
3. When the item(s) has (have) been collected and returned to the warehouse, we
issue you a credit note providing the item(s) has not been used and is in
a resalable condition.
4. You can then place a new order for the item you want.
Sorry - we cannot exchange items that have been ordered and delivered.
Simply:
1. Contact us to arrange a collection
2. We then email you a returns number and collect the item(s) within three working
days of issuing the number.
3. When the item(s) has (have) been collected and returned to the warehouse, we
issue you a credit note providing the item(s) has not been used and is in
a resalable condition.
4. You can then place a new order for the item you want.
Sorry - we cannot exchange items that have been ordered and delivered.
- 9 What if I have received a damaged item?
If your order includes a damaged item(s), please contact us within three working days of delivery. Once we have the relevant information from you, we can collect the damaged item(s) and deliver a replacement(s).
- 10 Am I on your mailing list?
We will occasionally notify you about important news, new services and special offers we think you might appreciate.
If you would prefer not to receive this information Please let us know and we'll unsubscribe you from our mailing list.
If you would prefer not to receive this information Please let us know and we'll unsubscribe you from our mailing list.
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