Over the last few weeks, we have seen a massive increase in demand in orders driven by people staying at home to social distance due to the COVID-19 outbreak.
With a number of our staff self-isolating, our priority is to deliver your order and to support those who are still working as best we can.
Our customer service teams are also having to deal with a large volume of queries and messages and so we have made the decision to only take web-based queries for the time being, our lead time for coming back to you is currently 4-5 working days.
1. Are you still accepting orders?
Yes, you can place your orders as usual but what’s unusual is that due to the COVID-19 outbreak, a number of our services have been affected. We may take a little longer to confirm, pack and ship your orders. We thank you for your patience and understanding.
2. Where is my order confirmation?
Upon completing payment of your Order, you will be redirected back to a page on our website which contains the details of your Order that includes your Order ID. This means that the Order has been placed successfully. You will also receive an order confirmation email. Sometimes this can be found in your Spam folder. Alternatively, if you have a registered account with tech21, or created an account when you placed your order, you can view the status of your order online. Simply visit the "My Account" section, sign in to your account and view your recent orders.
3. I’ve not had a reply to my query...
Due to the reasons above, our Customer Service teams are having to deal with a large volume of queries and messages. With the phone lines closed, our Customer Service teams will only take web-based queries and the lead time for coming back to you is currently 4-5 working days. We are trying to improve on this as much as possible. If you have not received notification on shipments, information on tracking numbers or an update on your order, please note we are aware and our teams are working on coming back to you all as soon as we can, thank you for your patience during this unprecedented time.
4. Has my order been shipped?
Once your order has been packed and tagged for delivery, we will send a dispatch confirmation email with the tracking number and a link to track it. Please note that standard delivery might take up to 7 days for US/UK destinations. We have had to temporarily remove Next Day Shipping options. Destinations outside US/UK may take 2 -3 weeks and this is due to movement restrictions and staff shortages at our warehouse and shipping facilities. In the event of not receiving dispatch confirmation email after at least 2 days, please drop us a message on firstname.lastname@example.org .
5. Can I amend my order?
Our warehouse staff will process orders as soon as they are received. Please note that you can amend your order as much as you like before you click “Place Order” but after this point, you will be unable to make amendments to your order. We will, of course, assist with Returns/Refunds. Please click here for more details on our Returns and Refunds policy.
6. What about product warranty?
All products ordered from tech21.com come with an automatic one-year limited warranty. To extend the limited warranty to two years, you must register with us within 30 days of purchase date. Please submit your registrations here.