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  • ORDER ISSUES

  • I'M MISSING AN ITEM FROM MY ORDER, WHAT DO I DO?
    • If an item is missing, please contact us with the order number. We will resolve the issue for you as quickly as we can.
  • I HAVE AN INCORRECT ITEM IN MY ORDER, WHAT DO I DO?
    • We want to sort out any issues with incorrect items straight away.
    • Please contact us with your order number.
    • We'll get back to you as soon as we can and send you a replacement item as quickly as we can.
  • WHAT DO I DO IF I RECEIVE A FAULTY ITEM IN MY ORDER?
    • We want to sort out any issues with faulty items straightaway.
    • Any fault should be reported within 24 hours from receiving your order. Please contact us and make sure you have the following information:
    • The order number
    • The faulty item's SKU
    • A description of the fault
    • We'll get back to you as soon as we can.
  • HOW CAN I CANCEL MY ORDER?
    • It is possible to cancel the order when this hasn’t been dispatched yet. Please contact us on 608.424.2524. If the order has already been dispatched, please see section dealing with ‘Returns and Refunds’.
  • CAN I GET A REFUND IF THE PRICE HAS CHANGED SINCE I ORDERED IT?
    • As an online business our prices change in response to industrial trends, stock and demand from customers. In this case we will not refund the difference.
  • DELIVERY

  • HOW DOES US STANDARD SHIPPING WORK?
    • Your parcel will be with UPS ground. Please contact us for expedited shipping options (extra costs may be applicable).
    • Your order is shipped on a trackable service. We'll email you the UPS tracking information once your parcel has left our warehouse.
    • Deliveries are not made on public holidays.
  • MY ORDER HASN'T ARRIVED, COULD YOU TELL ME WHERE IT IS?
    • Once your parcel has left our warehouse, it will be fully traceable and will include the estimated arrival date.
    • It's also worth checking if there are any know delivery issues in your area.
    • If your estimated delivery date has passed, and there aren't any known delivery delays, contact us.
  • HOW DOES SHIPPING WORK AND WHAT METHODS DO YOU HAVE?
    • As shipping costs vary by location and weight, all shipping costs should be calculated on the checkout page. To determine costs please add the items you plan to purchase to your Formechdirect shopping cart, proceed to checkout and enter your shipping address details. The website will show the shipping costs for your order prior to entering your billing information and completing the checkout process.
  • CAN I TRACK MY PARCEL DURING THE DELIVERY JOURNEY TO ME?
    • Some Standard Shipping orders are trackable however, we cannot guarantee a trackable service for all Standard Shipping orders. If your order is trackable, we'll email you a link to your tracking information once your parcel has left our warehouse.
  • WHAT HAPPENS TO MY ORDER IF I'M NOT IN WHEN IT ARRIVES?
    • UPS Shipments that do not require a signature can be left in a safe place, out of sight and out of weather, at the driver's discretion. This could include the front porch, side door, back porch, garage area, or with a neighbor or leasing office (which would be noted in a yellow UPS InfoNotice® left by the driver).
  • WILL MY PARCEL BE CHARGED CUSTOMS AND IMPORT CHARGES?
    • Sales tax are not included in our prices stated on our US website. If you are based in California and Wisconsin sales tax will be applicable and will appear at the checkout.
    • For US customers, we cover all customs and import duties.
    • Should you be asked to pay any customs and imports duties, please keep a proof of payment and contact our Help team on 608.424.2524 and they will arrange a refund of these charges where possible.
  • I'VE RECEIVED AN EMAIL SAYING AN ITEM I'VE ORDERED IS OUT OF STOCK
    • We're really sorry if you've received an email saying one or more of the items you've ordered is out of stock.  When this happens it means we thought we had stock of the item when you placed the order. However, when we went to pack your order up we realised we didn't have the item available anymore.
    • We will contact you either by phone or email to let you know if or when the item will be back in stock.
  • CAN I HAVE MY PARCEL DELIVERED TO MY WORK ADDRESS?
    • We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods.
  • HOW CAN I GET AN INVOICE FOR MY ORDER?
    • If you need a Delivery Invoice, simply get in touch with us and we'll arrange for one to be sent to you.
    • Remember to include your order number when contacting us so we know which order(s) you need an invoice for.
  • RETURNS & REFUNDS

  • DO YOU ACCEPT RETURNS?
    • If you wish to return an item, you have 14 days from receiving the items to do so. Please call us on 608.424.2524 requesting instructions on how to return items. Do not return items prior to contacting us. Once the return process has started, we will email you a return form as well as instructions.
    • We will issue the refund once we receive and check the product. We try to process all returns within one week of delivery to our warehouse.
    • We will not refund delivery charges. You will also be liable for any return cost if you ask us to arrange the collection.
    • If your product is unused, defective, or was received in error, we can issue you a refund or exchange. If you are having issues with a machine, please contact us first before returning anything.
    • The more information we have, the faster we can identify and resolve your issue, so please make sure all information is completed in the return form.
    • In the unlikely event that an item is returned to us in an unsuitable condition and not in its original package, we may have to send it back to you or charge you for any costs we incur to repair the item to its original state.
  • WHAT SHOULD I DO IF THE REFUND I RECEIVE IS INCORRECT?
    • We’re really sorry if we’ve made a mistake with your refund!
    • If this is the case, please call us on 608.424.2524 and we’ll sort it out for you as soon as possible. The following may affect the amount you have been refunded:
    • The delivery charge, which is not refunded when you return something.
    • Any discounts that were applied at the time of sale, which may not now be applicable.
  • WHAT SHOULD I DO IF I HAVEN'T RECEIVED MY REFUND?
    • If you've returned items for a refund, we'll complete your refund within 7 business day of receiving your return at our warehouse.
    • We'll send you an email to confirm we've received your return parcel and the details of your refund. Once you receive this email, it can take up to 10 business days for the funds to reach your account. This timeframe is dictated by your payment provider and we can't speed it up.
    • If you're waiting on a refund issued by our Help team, then it can also take up to 10 business days for the funds to reach your account from the date that we confirm your refund has been completed.
  • PAYMENT, PROMOS

  • DO YOU HAVE ANY PROMO CODES OR OFFERS FOR EDUCATION?
    • We offer educational sector a discount which their members can enjoy all year round. Please contact us for more details. Conditions apply.
  • CAN YOU HELP WITH USING MY PROMO CODE AT THE CHECKOUT?
    • You need to enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the 'Discount Code' box (you'll find it on the 'Checkout' section, on the right of the items you've ordered).Once you've entered the code, click on 'Apply coupon' and it will apply to your order. You'll be able to check this underneath the items as the discount value will have been removed and the price amended.
    • You must enter the discount/promo code when you are checking out as it can't be applied later.
    • If you find that your promo code isn't working, then please check the below:
    • - You can only use one discount/promocode per order. This applies to our free delivery codes too.
    • - As our discount/promo codes vary so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website. You can also check out our general terms and conditions regarding promo codes by looking in the Promo Codes part of our T&Cs here.
    • - If your discount code is still not working after checking all of the above, then please call us on 608.424.2524.
  • WHAT IS YOUR ONLINE SECURITY POLICY FOR FORMECHDIRECT ORDERS?
    • Our customers’ security is really important to us and we're committed to ensuring we keep our customers safe. In order to do this, we perform security checks on some orders.
    • If we're unable to validate your order, we may get in touch to ask for a little more information from you.
    • Part of our security checks may leave a soft footprint. We don't undertake any credit checks when confirming your order and rest assured these security checks won’t affect your credit rating.
    • In the unlikely event of unauthorised use of your card or payment method, you must report the transaction to your payment provider. We also recommend that you contact us – just click here to get in touch.
  • HOW CAN I GET A PROMO CODE TO USE AGAINST AN ORDER?
    • We understand that our customers like to get their hands on a great deal from time to time.
    • We'd suggest that you check out the website, we often have really great promos running where you can grab a steal.
    • If it's a promo code that you're after - we send out promo codes to our customers in our newsletters. Sometimes you'll spot a code on Twitter or Facebook or the banner on our website too - keep your eyes peeled.
    • Our promo codes can be sent to individuals and may be locked to those accounts only.
  • HOW DO I USE PAYPAL AS A PAYMENT METHOD FOR MY ORDER?
    • If you have a PayPal account set up already please choose PayPal at the checkout. If you do not have a PayPal account, you'll need to set it up on the PayPal website (www.paypal.com).
    • Why pay with PayPal?
    • - It's safer: shop at thousands of websites without sharing your financial details.
    • - It's faster: with no need to type in your card details, you can check out in a few clicks
    • - It's easier: all you need is an email address and password to pay online.
  • WHEN WILL MY ACCOUNT BE CHARGED FOR MY FORMECHIRECT ORDER?
    • If your card is authorized, payment will be taken immediately, and you will receive an email confirming that your order has been successful.
    • If your card is not authorized, please try with another card or choose another payment method.
    • Please remember that even if a payment isn’t authorized, it may look like FormechDirect has taken the money as some card issuers may still reserve the money, for a short period of time.
  • WHAT SHOULD I DO IF I’VE BEEN OVERCHARGED FOR MY ORDER?
    • We're sorry if you've been charged more than you were expecting for your order.
    • If you've used a promo code on your order, the discount may not apply to all of the items in your basket. There are certain exclusions with some promo codes and you can find these in the terms and conditions that would have been included when you received the code.
    • If you still believe you've been overcharged for you order, then please call us on 608.424.2524.
  • PRODUCT & STOCK

  • ARE MY DETAILS SAFE WHEN ORDERING ONLINE WITH FORMECHDIRECT?
    • Safer than it's ever been. We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.
  • SOMETHING I WANT IS OUT OF STOCK, WILL YOU RESTOCK?
    • We usually restock most of our items. If an item is out of stock you are able to request an estimated stock availability. Simply click on the "notify me" link on the product page.
  • CAN YOU GIVE ME MORE INFORMATION ABOUT YOUR PRODUCTS?
    • We try to give you as much useful info as we can about all our products, including:
    • - A detailed description
    • - Features and options for the products (if applicable)
    • - Pictures
    • - Video (if applicable)
    • If there is other information you require please call us on 608.424.2524.
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