- Does BOT5 accept phone, fax, email or snail mail orders?
All ordering, price quotes, stock status, and shipping quotes are provided online — no exceptions. We do not accept phone, fax or email orders or quotes. All pricing quotes on products and shipping are available on the website only.
- I didn’t see an order confirmation page. Was my order submitted successfully?
If you didn’t see an order confirmation page even though you clicked the last submit button, our server probably still received your order. This happens when communication back to your PC is interrupted following your order submission. You may wish to contact our Customer Service Department at support to make sure your order was received.
- I think I may have inadvertently placed a duplicate order. What should I do now?
Please phone or email customer services on (01628 821807) or support, and an assistant will be able to inform you of the status.
- How do I track my order?
The simplest way to track your order is with the order tracker feature on the bottom of the homepage or from within the ‘My Account’ section. You will need to be signed in to your account and have the delivery tracking number to enter.
- I checked my order status online and was advised that my order has been cancelled. Why?
If an order is placed but the credit card is declined or the shipping address cannot be verified within three business days, the order is cancelled. You will then have to re-order online.
- Can I add, change or remove items from my order after it has been submitted?
No. Once an order is submitted it can only be amended or edited by calling BOT5 customer service at 01628 821807 or email support . Once our warehouses have scanned an order, items cannot be added or deleted.
- How long does it generally take to process an order?
It takes one to two business days for us to process an order (prior to shipping it). Once the order has shipped, your estimated time of arrival will be determined by your selected shipping method.
- May I combine two separate orders to save on shipping costs?
You can not combime orders placed online. However, if you contact us before your orders are processed; we can cancel your orders so you can place a single replacement order for all the items you want. Please understand that we cannot cancel an order once it has been scanned by our warehouse.
- Can I reactivate an order that has been cancelled?
Sorry, but this is not possible. Instead you’ll have to re-order online.
- Does BOT5 sell or release my personal information?
BOT5 respects your privacy. We will not under any circumstances sell or release your information to anyone without your consent. Please see our Privacy Policy for additional details, available by following the link a the bottom of the home page.
- I am experiencing trouble with my shopping cart. What can I do?
Shopping cart problems usually occur for one or more of the following reasons:
1. Cookies are not enabled, or your browser is configured to block http://bot5.designextreme.com or https://bot5.designextreme.com cookies.
NOTE: In some cases, the cookies on your computer may become corrupted. If you’ve verified that http://bot5.designextreme.com or https://bot5.designextreme.com cookies are being accepted and you’re still experiencing problems with the shopping cart, please clear your cookies and cache, close your browser and try again.
2. The master clock on the computer is not set correctly.
3. The computer you’re using is behind a firewall.
4. The item you are trying to purchase is sold out, or there is a lesser quantity than you wish to purchase.
5. You are using a browser released prior to Internet Explorer 5.1.
If all else fails, try closing all open programs and restart your computer, or try from a different computer.
- Does BOT5 offer a paper catalogue?
No. Currently our available products are only viewable on our online store at BOT5 .
- What happens if an item is backordered?
If an item is found to be out of stock after your order has been placed, then the item will be automatically removed from your order. We will not hold up an order because an item is backordered. You will not be charged for the backordered item or for the shipping cost of the item. The item that was backordered will have to be re-ordered online when it becomes available again.
- What happens when an item is out-of-stock?
If an item is found to be out of stock after your order has been placed, then the item will be automatically removed from your order. We will not hold up an order because an item is backordered. You will not be charged for the backordered item or for the shipping cost of the item. The item that was backordered will have to be re-ordered online when it becomes available again.
- Can I pre-order or backorder a product that is currently out-of-stock?
We currently do not accept pre-orders or backorders. We apologise for any inconvenience.
- How do I use BOT5’s shopping cart?
Search for the items you want to buy. Click "Add to Cart" for each item you want. If you want to buy more than one unit of an item, input the desired quantity in the "Qty Product" field, and click "update". If you need to shop for more items, click "continue shopping". After you’ve added all items you want to purchase to your shopping cart, select a delivery option and click on the "update" button to view the total charges. If everything meets your satisfaction, click "CheckOut". You will then be forwarded to the Secure WorldPay centre to pay for your order.
- Why must BOT5 verify my shipping address?
For fraud prevention purposes, for each payment method your initial first order must be delivered to the payment billing address. Following your initial purchase you may elect to add aditional addresses to deliver your orders to.
- What payment methods does BOT5 accept?
BOT5 uses the WorldPay service to process payments securely. For details please see our ‘Payment Information’ page folling the link at the bottom of the home page.
- Why was my credit/debit card be declined when I know for certain that I have the funds available?
WorldPay may decline due to an incorrectly-entered payment card number or expiration date, a daily limit, insufficient credit or other reasons. Contact your card issuer / bank for more information.
- Does BOT5 know specifically why my credit/debit card was declined?
Sorry we are not given a reason for any decline. Please verify that you have given us the correct payment card number and expiration date. If you’ve already done so, please contact your card issuer / bank for information. If no resolution is reached within 3 business days, your order may be voided.
- How do I identify Phishing or Spoofed E-mails?
BOT5 will never ask you for the following information in an email communication: Your credit card number, PIN number, or credit card security code (including "updates" to any of the above), your mother’s maiden name, your BOT5 password. Occasionally if you place an order with incorrect information, you may receive an email from BOT5 giving you the opportunity to correct your shipping/billing information. When this occurs you will have to log into the BOT5 website to input this info. Never submit the information mentioned above directly through an email.
- Which courier/delivery service(s) do BOT5 use?
BOT5 use CityLink and DPD as couriers.
- How do I get my tracking number?
The tracking number is automatically emailed after the order is placed. If you are experiencing any problems, please phone customer services on 01628 821807 or mail support .
- How are the shipping costs determined?
We look at every process possible that will enable us to deliver products to you at the lowest cost possible. With this aim in mind we have decided to set our carriage charges so that we can give our customers a fairer deal.
- What should I do if an item is missing from my order?
First, verify that you’ve received a box for each tracking number associated with your order. If all boxes have been delivered but you’re still missing an item, check the packing material for small items. Please call BOT5 Customer Service if you’re unable to locate an item.
- Does BOT5 pay the return shipping cost for defective merchandise?
Yes, if you receive defective items please contact us via the returns process.
- Why was my order sent in multiple packages?
BOT5 may decide to package your items separately due to weight or size concerns. The most common reason why multiple boxes are used is for a single order is that BOT5 uses multiple warehouse locations. If items are stocked in different warehouses, they cannot be boxed together.
- The courier has returned my order/package to BOT5. What happens now?
If the courier has been unable to deliver they will leave a calling card for you to make arrangements to collect from the nearest depot. If the order is not collected within a further 7 businesss days then the order will be returned to our warehouse for holding. In these circumstances we will notify you that the order has been returned to us and advise you to contact us.
- What is the standard return policy for BOT5 products?
Products sold by BOT5 are supported by our Standard Return Policy unless otherwise indicated. Merchandise under our Standard Return Policy may be returned within 30 days of the original invoice date for a refund or within one year of the original invoice date for a replacement. All returns require an RMA (Return Merchandise Authorization) number. Because many companies offer additional factory coverage, you should contact the manufacturer directly for information regarding eligibility and specific Terms and Conditions.
- What is the return policy for open box merchandise? Do open box items offer any additional return policy coverage?
BOT5 offers a 15-day refund-only return policy for all open box merchandise. Remember if you purchase an Open Box product you will receive an OEM BAREBONE item, meaning you will only receive the item itself. Accessories are NOT INCLUDED with Open Box products, even if the missing accessory is required for the item to function properly.
- Is it mandatory to have an RMA number in order to return a product to BOT5?
Yes. You must obtain a Return Merchandise Authorization ("RMA") number within the applicable Return Policy period. BOT5 will not accept returns without prior authorisation and an RMA number. Once issued, RMA numbers are valid for 15 days. BOT5 must receive the returned products within this timeframe. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.
- How do I acquire a Return Merchandise Authorisation number (RMA#)?
Complete the returns form via the returns section and we will acknowledge with issue of a RMA number.
- What address should I send my return to?
The address to send an RMA to is:
BOT5 Ltd
Suite 3
Ashwood House
Grove Business Park
White Waltham
MAIDENHEAD
SL6 3LW
Attn: RMA# (write your RMA number here)
- May I exchange my RMA’d item for a different product?
No. We do not exchange RMA items for different items. We will only replace an RMA’d item with an identical replacement item of the same make and model. If the return policy period for a refund has not yet expired, you can request an RMA Refund, order a new item, and we’ll refund your original purchase after we receive your returned product.
- How do I check the status of my RMA?
You can check your RMA status by emailing returns . Please remember to include your RMA number in the subject line.
- Approximately how long does it take for BOT5 to process an RMA?
It can take up to ten business days for us to process and re-ship or issue a refund once we receive the product.
- Can I obtain an RMA for a Consumable Item (Ink/Toner Cartridge, Paper Product, Blank CD/DVD Media, Batteries etc.) using BOT5’s online RMA system?
Consumable / media items cannot be returned to BOT5 for replacement or refund unless the item is new and sealed in its original packaging. Because of this, consumable items are not eligible for RMA through our online RMA system. Please contact our Customer Service Department.
- I received an email indicating that the item I RMA’d is no longer available. What happens now?
If an RMA item cannot be obtained, you will be notified by email and offered a similar replacement or a refund. We try to contact every customer in this case to find an agreeable replacement item or refund amount.
