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.

Billing is handled by Paypal, familiar to most people. They handle all the credit card details and we do not receive your credit card information.

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

This is only available 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 three 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 a few hours 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. (top)

A8. What is your shipping fee?

Our shipping fees vary according to the shipping method and the final destination. Some products include free shipping. Any 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 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) PayPal will send you an email when your order is shipped. This email will contain a link to the order tracking page on the carrier's website.

Most orders are shipped by post and are shipped by a tracked service or a tracked/signed service.

We decide which shipments are tracked. (top)

Guarantees and Returns

A10. What is the guarantee on Bugblat products?

We inspect and test 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. (top)