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This is the FAQ on buying. Click here for the technical FAQ.

Questions

Ordering

Q1. What are the ordering alternatives?

Q2. How do I place an online order?

Q3. Can I get a quotation or proforma invoice before I purchase?

Q4. How do I place a mail or FAX order?

Discounts

Q5. What are the volume discounts?

Product Shipping and Delivery

Q6. When will you fulfill a completed order?

Q7. Do you ship to international addresses?

Q8. What is your shipping fee?

Q9. Can I track my order after it's shipped?

Guarantees and Returns

Q10. What is the guarantee on Bugblat products?

Q11. What is the returns procedure?

Miscellaneous

Q12. What is your privacy policy?

Q13. How do I contact Customer Service?

Answers

Ordering

A1. What are the ordering alternatives?

For small orders (up to $2500) you can order online with a credit card or debit card. For larger orders, you can also or submit your order by phone, FAX or mail.  (top)

A2. How do I place an online order?

You can pay with these credit cards: Visa, Mastercard, American Express and Discover/Novus, plus their derivative and associated credit and debit cards.

The billing is handled by internet leader CCNow.com using their state of the art security processing. Their name will appear on your credit card statement for this purchase. If you buy via CCNow you will be giving your credit card details to CCNow and we will not receive your credit card information. You can read about CCNow's refund and dispute policies. You can also contact CCNow at their toll free customer service number: +1-877-CCNOW-77.

Whichever currency you use, your card will be billed in US Dollars, and the currency conversion will take place automatically at the prevailing rate.

Online ordering is simple and straightforward. Click on the link next to the product you desire - this will take you to the shopping cart screen. From there you can select products, along with an alternative shipping address if you prefer.  (top)

A3. Can I get a quotation or proforma invoice before I purchase?

Not at the moment.  (top)

A4. How do I place a mail or FAX order?

For large orders, start by contacting sales@bugblat.com.  (top)

Discounts

A5. What are the volume discounts?

The following quantity discounts are available:

quantity discount
1+ none
10+ 5%
25+ 10%
100+ 15%

Large volume discounts are by negotiation!  (top)

Product Shipping and Delivery

A6. When will you fulfill a completed order?

Most orders will be shipped within four working days of order receipt. Shipment of orders with items that are not currently in-stock will be delayed until all items are ready for shipment.

Note that we do not always receive online orders immediately. The credit card details and address information are first verified by your credit card company and by our credit card processor. In extreme cases this can take up to four working days, though two days or less is more normal.  (top)

A7. Do you ship to international addresses?

Yes. Our international orders are shipped DDU (Delivered Duty Unpaid), as defined in INCOTERMS, 2000. You are also responsible for paying any and all import duties imposed by the customs regulations of your country.

The harmonized tariff system code for our category of products is 9030_8900.  (top)

A8. What is your shipping fee?

Our shipping fees vary according to the shipping method and the final destination. Your shipping fee will be shown on the order review page before the order is finally submitted so you will have a chance to review it at that time.

Note that full international courier service for a light product such as the BX8 is outrageously expensive compared to the cost of the product. Shipping by post is always better value where the post option is available and is usually the only shipping method we support for small orders.  (top)

A9. Can I track my order after it's shipped?

If you supply your email address with your order (this is always the case when you order online) we will send you an acknowledgement email when your order is shipped.

Larger orders that are shipped by post are shipped by a tracked service. If a tracked service is used the acknowledgement email will contain a link to the order tracking page on the postal carrier's website. We decide which shipments are tracked.  (top)

Guarantees and Returns

A10. What is the guarantee on Bugblat products?

We inspect each product before shipping so it should arrive in good working order. You have thirty days after receipt of any product to return it and get a refund or replacement, no questions asked. We do not refund shipping fees.

We also warrant our products for one year of normal use.

It is difficult to judge as to whether product failures are the result of abuse or not, so we have to work on a case by case basis.  (top)

A11. What is the returns procedure?

Send an email describing your problem and requesting a Returns Authorisation Number (RAN) to support@bugblat.com.

Customer support will reply with a RAN and a return address.

Package the returned product securely and make sure that the RAN is clearly marked on the outside of the parcel. For your own security you should send the parcel to the returns address via a service which offers proof of delivery. Use an airmail service.  (top)

Miscellaneous

A12. What is your privacy policy?

We maintain an internal list of all our customers in an off-line database. We use this database for billing purposes, to track customer problems, determine warranty expirations and so on.

We do not store credit card information. In fact, when an online order is placed via our credit card processor, credit card details are given to the credit card processor and we do not receive this information.  (top)

A13. How do I contact Customer Service?

For pre-sales questions, contact sales@bugblat.com.
If you need help on an order, send an email describing your problem to support@bugblat.com.

For problems with the online credit card system, you can contact CCNow at their toll free customer service number: +1-877-CCNOW-77 (+1-302-283-0700 when calling from outside the US).  (top)

General enquiries: info@bugblat.com

Sales: sales@bugblat.com

Technical support: support@bugblat.com

Frequently Asked Questions:

Copyright © 2007 to 2015 Bugblat Ltd. Last modified: 14 Jun 2016.