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FAQ's

Orders

Q. How do I track my order?

A. We despatch our goods to you using a specialist shipping company (we don’t send anything using a traditional courier as they can’t handle the size and fragility of our type of products). If you’d like an update on your order please send an email to info@freddox.co.uk and we will check out where your goods are and email you straight back.

Q. How long will it take for my order to arrive?

A. We normally despatch same day and the delivery will be with you within 48 hours. The order placement cut-off time for all orders is 3:30pm the previous day.

Q. Why do you use a specialist shipping company?

A. The goods we sell are large, fragile, heavy, palletised, awkward and have a tendency not to bounce too well. We trialled traditional couriers with very poor results, hence why we use people who can handle this type of freight.

Q. How do I change the delivery address once I've processed my order?

A. This can happen, we understand. If the goods have already been despatched we may not be able to alter the destination, but email us straight away at sales@freddox.co.uk and we will do our best to amend it.

Q. Do you have a minimum order value?

A. No, we are designed to support the trade and allow small quantity orders if required. However, if you place six orders with one flare nut on each order we may have to review this policy!

Q. Do you do timed deliveries?

A. Yes, see the section covering delivery options when you checkout. We offer two additional services, next day AM delivery (which means any time between 7am and 1pm) and Saturday (which generally means between 7am and 12noon). The order placement cut-off time for all orders is 3:30pm the previous day.

freddox

Q. Who are freddox?

A. freddox has been set up as a specialist supplier to the refrigeration and air-conditioning trade to provide a web based shop where you can buy good quality products at very competitive prices. We don't offer the services that a traditional wholesale does which helps keep our costs down and allows us to provide you with better prices.

Q. What are your opening hours?

A. For the UK we are open 8am through to 5pm. You can email us out of these hours and we will get back to you ASAP.

Returns and warranty policies

Q. How do I return damaged goods or goods shipped in error?

A. If the goods are damaged upon arrival you must refuse shipment at the time of delivery. After this time you will need to request the return by emailing sales@freddox.co.uk and we will arrange collection, this may take a little time due to the nature of the shipping company we use.

Q. How do I return goods I do not require?

A. There is a small charge for this, just as there is when you buy through Amazon, it's how we keep our costs low. You will need to make sure the goods are on the pallet they arrived on and are strapped to the pallet to ensure they don't move. We ask for a photograph before we instruct our suppliers to collect. See the process in our returns section. If this doesn't work for you we fully understand you may need to use the more traditional approach of buying through a traditional wholesaler, but you will pay more for your goods.

Q. What warranty do you offer?

A. We are so confident in the quality of the Carrier Air Conditioning product that we are offering a 5 year parts only warranty. Please use the warranty form on our returns page for any faulty parts. 

Technical questions

Q. How do I get technical support?

A. When you opened your account we pointed out that this website is to supply competitive products to the refrigeration and air-conditioning trade, so we assume you know what you're doing. However, we understand that sometimes there are issues that you need help with, so just email technicalenquiries@freddox.co.uk and we will answer any issues you may have. It will help if you give the model numbers of the product you are querying about and a detailed appraisal of the issue you have.

Q. Do you offer a design service?

A. We're afraid not. By keeping our costs low we give you the best possible prices, if you need a design service we suggest you use a wholesaler, that's what they do well.

Accounts

Q. How do I open an account and how long does it take?

A. Click on the word 'Register' towards the top right hand side of the screen and complete the details requested. This generates an email to our great financial people who will take a minute to check the details entered. Once processed we will send you an email with your login details and that’s it. Oh, don’t forget to have a copy of your F-gas certification ready so you can send a copy too. A PDF is fine.

Q. What is an F-Gas certificate and why do I need it?

A. An F-gas certificate is an accreditation that all businesses that 'install, maintain or service stationary refrigeration, air-conditioning and/or heat pump equipment containing or designed to contain F-Gas refrigerants' must have by law. Click on this link to find out more https://www.gov.uk/guidance/certification-for-companies-working-on-equipment-containing-f-gas

Q. Why should I send you a copy of my F-gas certificate?

A. We use the F-gas certificate to ensure you are an engineer from our trade. The products we sell are specialist items and if you're not trained in their application not only is that against the law, it also means we have an increased risk of product failure through mis-application. We are sure you will understand this isn't good for you, or us.

Q. Do you only accept credit card payments?

A. At the moment yes although we are working on offering the option to pay via PayPal soon.

Products

Q. When will you add new products to the site?

A. We will from day one start to add added value products. The intention is that this will become your one stop shop for all your needs.