Frequently Asked Questions
In order for Sunderland Scuba Centre to offer the best possible service and give you what you need we have listed below some questions that we get asked frequently, and hopefully our answers to these questions can assist you in your navigation of our site and also on your options during the browsing and buying process, meaning any worries that you do have can be dealt with immediately.
If you feel that the questions below to not answer your queries then please do not hesitate to email us at; info@sunderlandscubacentre.com Or call us on; 0191 567 0147.
How We Can Help
- I’ve just placed an order – how can I amend it?
- How can I pay?
- When will I be charged?
- Is your site secure for taking payment online?
- What personally identifiable information is collected and how is it used?
- How will my email be used?
- How much do you charge for delivery?
- What is your return policy?
- How long will it take to receive my goods?
- Do you ship worldwide?
- It appears that my order has been damaged in transit – what can I do?
- I saw a product on another retailer’s site... can I buy it from you?
- What if I need to change my course date?
I’ve just placed an order – how can I amend it?
You can amend your online order by simply emailing us on info@sunderlandscubacentre.com, or by calling the shop on 0191 567 0147.
How can I pay?
We accept all major credit/debit cards.
We also take security very seriously indeed and use stringent processes to safeguard against any fruadulent activity.
All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.
When will I be charged?
In accordance with PCI compliance standards, payment for goods will be taken at time of dispatch.
Money is allocated by your bank against the transaction you complete however the funds are not released to us until the day we are dispatching the goods.
If the goods have to be ordered in to us first then the money will not be taken until we have the goods dispatched from our centre only.
Is your site secure for taking payment online?
We understand that when it comes to shopping online it can be pretty unnerving as there are alot of negative incidents now.
However as a result of this we strive to ensure the safety of our customer and their peace of mind whilst they are purchasing our goods online with us and that’s why we invest time and money in making sure we use systems and software that protect your purchase.
Our website is also Secured by Thawte™ with a 2048 bit Extended Validation Certificate, the highest used by anyone in our industry.
Thawte is a leading global Certification Authority (CA). Their SSL and code signing digital certificates are used globally to secure servers, provide data encryption, authenticate users, protect privacy and assure online identifies through stringent authentication and verification processes.
You can verify our Thawte account by clicking on our Site Seal which is located in the footer of our web pages.
What personally identifiable information is collected and how is it used?
We capture only the infomation necessary to complete your order, such as Name, email address, contact details, Billing Address and Shipping Address.
How will my email be used?
If you so wish we will contact you via email with special offers that we we are running, however if you do not want to be notified then that is not a problem, you simply just have to request not be contactedinfo@sunderlandscubacentre.comand you will not receive any advertisements or spam mail from our company, your email address will be used solely to contact you if there are any problems with your order.
How much do you charge for delivery?
Shipping on you order currently varies from free to around £9.95 if you are on the UK mainland, depending on weight and type of delivery. If your order is shipped by DHL then all of these parcels are fully insured and trackable. In this case you will receive a tracking number to allow you to trace your parcel.
What is your return policy?
We offer a return on any goods that we sell that are faulty, however we cannot offer a refund on any goods that have been bought after we have had to order them specifically for the customer.
There will also be no refund of any fee's occured from postage other than an error made on our part.
How long will it take to receive my goods?
Providing there are no hold ups or problems Sunderland Scuba Centre will ship goods that we have in stock the same day, which in most cases means the goods will arrive the following day.
If for whatever reason we are unable to do this then we will contact you to let you know.
Royal Mail advises that 90% of first class post in the UK will arrive the next working day, however, the remaining 10% can take up to 14 days!
DHL deliveries normally arrive within 1 working day for England, Wales and Scotland, excluding Highlands and Islands, Northern Ireland, Isle of Man and Isles of Scilly. For all other UK destinations, allow 2 to 4 working days.
For all parcels, through DHL or the Post Office, we will have a trackiong number to provide you with.
We generally find our courier service to be extremely reliable, however, we cannot be held responsible for any costs incurred by deliveries that may have experienced a delay.
Do you ship worldwide?
No, we will dispatch goods to all countries within the EEA only.
It appears that my order has been damaged in transit – what can I do?
When taking delivery of you order, please remember that you are signing for the package in good order.
If the package is damaged this must be noted on the courier’s documentation.
Once a package is signed for in good condition then we cannot be held responsible for any damage that may have occurred to the goods prior to delivery.
I saw a product on another retailer’s site... can I buy it from you?
As our product range is so large, we don’t always have everything listed on our website, so it’s always worth contacting us directly to see if we can help.
Simply email our customer service team at info@sunderlandscubacentre.com or call the shop on 0191 567 0147 between 9am and 5pm, Monday to Saturday and we’ll do our best to help.
What if I need to change my course date?
Simply give us a call at the shop and we will do our best to re-arrange.
