Help me MediaAtlantic!!!

We really want to make your online shopping experience a success and provide you with a quality service at only the keenest prices. However, if you do need an answer to a question, we have provided some frequently asked questions and answers to follow. Don't forget products can be searched in the search box on the right hand menu.

We also have an A-Z product Information & Resources Page that can be found here, should you have a question about a particular product or not sure what an abbreviation stands for;

• Recordable CD • Recordable DVD • Flash Memory (PDA/Phone/Camera etc) • What is Firmware? • more...

Common Site Questions

1 How safe am I in purchasing goods over the Internet?

2 How can I pay for items on your site?

3 Can I telephone my order through?

4 Can a hacker get hold of my credit card details when I place my order

5 Why are your prices so low, the goods are genuine, aren't they?

6 Oop's! I've ordered an item incorrectly, how do I cancel it?

7 A product has arrived, but I have a problem with it, what should I do?

8 How can I track an order I have placed?

9 Can I have items shipped to another address?

10 I can't find what I'm looking for, but I have seen the item elsewhere, can you help?

11 Can I have my goods delivered next day.. or at a set time?

12 How do I know if an item is in stock and available to order?

13 What kind of service can I expect from you, do you have any references?

14 I have placed my order online, what happens next?

15 Can I collect goods from you/buy over a counter?

16 My goods haven't arrived/have you despatched them yet?

You haven't answered my question above!!!

Answers

1 How safe am I in purchasing goods over the Internet?

We can't speak for all shopping sites in general, but you are safer by buying through this site than you would by giving your credit card details to a waiter in a restaurant! The credit card details you give to us are automatically encoded onto a secure 128bit Secure Socket Layer (SSL) server (you will see the yellow padlock at the bottom of your browser window when you reach that page), this highly secure mode of taking payments means that no one can intercept your order as it passes through the Internet. We then use a Secure Payment system to take your payment through to our own bank account. Note that your card will only be authorised when you place your order, the actual payment will only be made once your order has been despatched.

2 How can I pay for items on your site?

There are several ways in which you can pay for goods, the easiest and quickest way to ensure delivery of goods is to pay by credit card.

Credit Cards

For all online, fax and telephone orders we accept the following credit / debit cards: Visa / Delta / Mastercard / JCB / Solo / Maestro (Switch) and UK American Express.

We do not take the payment for your order when you place the order with us, only when your order is ready for dispatch. If we are unable to dispatch your order, it cannot be fulfilled or is delayed, you will be notified by return.

Company Cheques

We can only accept company cheques for orders over £250. This form of payment will take longer for your order to be processed and we will advise when we have received "clear funds" and advise of a dispatch date for your goods. Should you wish to pay in this way please enclose your company purchase order and make your cheque payable to MediaAtlantic.

Personal Cheque

We are unfortunately not able to accept private cheques as these can take "abnormally long to clear the system". We like our customer to receive their goods quickly and this form of payment, does not allow this to take place. We can only recommend that you apply to your bank or building society for a Debit or Switch card. These are normally available on request from current account operators. If you have a cheque account and you are over 18 with no adverse credit rating, a debit or Switch card is normally issued on request.

Company Accounts

MediaAtlantic are currently not offering accounts to customers. However this may change in the future. If you, your company or organisation only operate by means of accounts, then please get in touch via our online form on our Contact page and one of our senior sales representatives will call you and discuss possible terms or alternative forms of payment with you.

3 Can I telephone my order through?

Due to the nature of our online store, we are not able to accept orders by telephone. All orders are processed via the MediaAtlantic site, your order details, stock numbers, product details etc. If you are a company and wish to place an order with us, please register your company details online, but do make sure you enter the address of the card holder when you make a payment to us on the payment page.

Please note:

With ALL orders the following will be required:

• A valid e-mail address will be required so we may send you your order details, despatch information etc.
• A daytime contact telephone number to help us contact you and the courier company (if they need to also)

Our office hours are Mon-Fri 9:00 to 17:30 (except Bank Holidays).

4 Can a hacker get hold of my credit card details when I place my order

No, it is extremely unlikely that anyone can snoop or hack in to the secure server process when you place your order with us, as with question 1 really, we can't speak for all shopping sites in general, but you are safer by buying through this site than you would by giving your credit card details over the phone! The credit card details you give to us are automatically encoded onto a secure 128bit Secure Socket Layer (SSL) server (you will see the yellow padlock at the bottom of your browser window when you reach that page), this highly secure mode of taking payments means that no one (including hackers) can intercept your order as it passes through the Internet. We then use the SECPay payment system to take your payment through to our own bank account. Note that your card will only be authorised when you place your order, the actual payment will only be made once your order has been despatched.

5 Why are your prices so low, the goods are genuine, aren't they?

The true beauty of e-commerce, on-line shopping, e-tailing, call it what you will!!!, it really does mean that we can run a business very efficiently. It means we can keep staffing to a minimum (and where we need them) and focus attention to buying goods for you at the right price. We also don't have the overheads of a High Street shop and the headaches that go with operating and supplying goods to them! This keeps prices really were you want them, low! All products sold are NEW, genuine and we only source products either direct from the manufacturer or their recognised agent or partner.

6 Oop's! I've ordered an item incorrectly, how do I cancel it?

Don't panic!, either get in touch via our online form on our Contact page or give us a call (during office hours) (See our Contact page for numbers) to explain the error and one of our staff happy to assist. All cancellations must be confirmed in writing within 48 hours of any oral notification. See our Terms & Conditions for further details.

7 A product has arrived, but I have a problem with it, what should I do

The easiest way to advise us is by getting in touch via our online form on our Contact page, where one of our support staff will be happy to assist you. See our Terms & Conditions for further details.

8 How can I track an order I have placed?

Firstly, login to the site and check your Order Status (Login first). From there you can see if your order has been despatched. You will receive an order confirmation e-mail once you have placed an order with us, this will detail the items ordered, order number. You will then receive a further e-mail when your goods have been despatched. You will be notified by e-mail of any alteration to these details. This e-mail will contain your Parcel Number and a link to the Couriers website. From there you can track and trace your parcel. (Only after your due date for arrival). Further help for lost or missing parcels can be found here.

9 Can I have items shipped to another address?

Yes, as long as all security checks with your payment card pass OK. If your security checks fail, we will e-mail you for further information, this could delay shipment of your goods by an additional 24 hours (or by the time it takes for you to provide this information).

10 I can't find what I'm looking for, but I have seen the item elsewhere, can you help?

Yes, we try to cover all media products here, but from time to time may be surprised to find we have missed one! Please drop us a line with a description of the goods you require with as much information to help as possible (where you have seen the item, magazine/www/tradeshow etc..) we will then do our best to locate it for you. Please get in touch via our online form on our Contact page.

11 Can I have my goods delivered next day or at a set time?

All stock items ordered from this site are generally sent on a 2-3 day delivery service (though most goods do arrive within 48 hours - Mon-Fri). Items that set with a 2-4 day delivery , will take up to 4 days to deliver. This way we offer a balance on excellent service and low prices on goods. We are looking into offering next day delivery service in the near future, but it won't come cheap, watch this space for details!

As for timed deliveries, all goods will be delivered during normal office hours, 9.00 to 17:30 Mon-Fri (excl. Bank Holidays). Again we are looking at various services offered by alternative courier companies that may be able to offer evening deliveries, again watch this space!

12 How do I know if an item is in stock and available to order?

All items are available to order and stocks displayed on each product page, they will be marked accordingly if they are specials or have long lead times to order.

- Indicates number available to order (Delivery 2-4 Days)
- Indicates available with 2-4 days (+ Delivery).
- Indicates Out of Stock

We do also try to provide estimated times for arrival for out of stock items. This date will be posted next to the Out of Stock icon on the product page.



13 What kind of service can I expect from you, do you have any references?

Well we do get a response from customers, we have listed some of their own references here. We are also a member of the ShopSafe site, they have audited and secret shopped us (so we are told!) and then added to their own list of Safe Online Sites to buy from. We also invite any registered users of the store to add any comments/reviews on individual products, so that they can share their experiences with others.



14 I have placed my order online, what happens next?

When you have succesfully placed your order, you should receive the following emails:

1 - An automated receipt e-mail, this lists the items you have ordered etc...
2 - An automated receipt e-mail from SECPay (Our Secure Payment Handler). This will confirm that your payment has been pre-authorised successfully.

Then during working support hours, your order will be processed. On the evening, of the day of despatch, you will also receive an automated e-mail from us. This will advise you that your order has left MediaAtlantic and on it's way to you. There will be parcel details and tracking information contained within this e-mail.

If you have not received any of the above, there may be a problem with your order. Please login to the MediaAtlantic site and check your 'Order Status and History' (Login first!) to see if your order has been despatched. If you do need to contact us, please contact us via our online contact form, found on our Contact page.

15 Can I collect goods from you/buy over a counter?

I'm afraid not. If we offered a retail counter we would have to employ extra sales staff, security, parking and in turn push the price of goods up to cover these costs. As we are an Online Retailer, all orders are placed online and shipped directly to you.




16 My goods haven't arrived/have you despatched them yet?

Full details can be found here!

You haven't answered my question above!!!

If we haven't answered your question here, try searching our site, alternatively do not hesitate to drop us a line and one of our staff will be happy to assist you. If you have a more specific question, you may want to try our contact page to direct your question to a specific department, i.e. the webmaster, marketing or even our careers department, if you are looking to join us that is!

Regards MediaAtlantic.

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UK Cards Only Accepted

Please note that we are only retailing online to the United Kingdom at present.

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