Online Shopping at Hacktrax

When will payment be taken?

Payment will be taken immediately when you place your order. Our online payment options do not offer an option for ‘delayed payment’ if an order is subject to shipping delays.
Immediate order payment also applies to standard “pre-orders” of upcoming new releases.
Unlike other/major online retailers who offer pre-orders to try and take advantage of early sales before high-street shops can sell an item, the money from pre-order merchandise sold through Hacktrax goes directly towards the manufacturing costs of the item itself.
This is because Hacktrax is a small operation without the resources of a massive company.

How much will my order be in Euros (or other currencies)?

All prices are listed are in British Pounds Sterling (£). Due to changing exchange rates, we do not list other currencies within our website. PayPal customers should consult the PayPal documentation for payments in other currencies – PayPal payments must be received in British Pounds Sterling (£).
We are aware that currency conversion and fluctuating exchange rates can mean prices of our merchandise may be higher than normal prices within your own country; we hope you will understand that these are forces beyond our control and must price items according to our own costs for producing them.

Payments

We accept payment via PayPal. Please note that you do not need a Paypal account to use the Paypal service – check out in the normal way and when transported to the Paypal site click the ‘continue checkout’ link on the left hand side and enter your payment details.

I don’t have a credit card. How else can I pay?

Hacktrax only offers PayPal as a payment option when shopping online. PayPal is an international payment service that will allow you to pay in many different ways. Each regional PayPal system is different, so you will need to consult your personal PayPal account settings for more information. See www.paypal.com for more information.

I seem to have received 2 email confirmations / have been billed twice. What do I do next?

Although duplicate orders/charges are rare and unlikely, if the situation arises please contact us immediately with a complete copy of any email confirmations you have received, either from Hacktrax or PayPal. We can arrange an immediate credit and cancel any additional unwanted orders if necessary.

Postage & Shipping

How do I know if you ship to my country?

We ship to most world-wide countries, and it is unlikely that yours isn’t included in our list!

How much will shipping cost?

Postage is charged automatically for online orders by item, and will appear when you proceed to check-out. You will have the opportunity to review shipping prices before providing your payment details.

Do you offer special shipping?

We currently offer only standard Royal Mail / Parcel Post service within the UK and Royal Mail Airmail shipping world-wide.

How long will it take for delivery?

Orders are typically shipped within 5-7 working days of receipt, but we ask that you please allow 30 days for order processing and delivery in the event of busy sales periods or other unforeseen delays.
You will receive an email confirmation when your order ships.
However, if you do not receive your merchandise within 30 days of ordering, please contact us with your full name and postal address, any email confirmation received, and your order number if applicable.
Should an item be temporarily out of stock, we may hold your order for up to 10 days until re-stock arrives. If a delay is anticipated, your remaining order will ship with a notice of delay, and we will ship the outstanding goods at no extra cost when we receive them.
For any pre-ordered items, please check the specific product page for full pre-ordering details. Each pre-order product will be treated differently, and on many occasions complete orders are not shipped until a pre-ordered item is available and in stock.

I only received part of my order. Where is the rest?

The first step is to check your email shipping confirmation. A full list of items sent will be included with your shipping confirmation – in some cases, we do not ship your entire order at once.
The shipping email will provide an accurate list of what items are included in a particular shipment.
If you have only received some of the items listed in your email confirmation in your package, it is most likely because one of the items is either very large or bulky.

While we tend to ship all parts of an order on the same day, there can be situation where they ship a day apart. Due to their size, they can often get slightly delayed in the post.
This means that the 2 separate shipments that comprise your order may arrive 3 to 5 days apart. In addition to postal delays, because these large items will usually not fit through a letterbox, they may be held at you local post/sorting office for collection rather than being delivered directly.
Our recommendation is to wait 1 or 2 days after the first part of your shipment arrives for the remainder. If it is not there within 3 days, contact your local post/sorting office in case they are holding it for collection.
If they are not, please contact us with your full name and postal address, any email confirmation received, and your order number if applicable.

My country has a high import tax. Can you mark the customs declarations as a ‘Gift’?

Unfortunately, we cannot alter customs declarations to reflect value or circumstances other than those surrounding the order. All items are marked as ‘Merchandise’, and value is declared at the full purchase price. Declared customs values will not include shipping costs.

Problems or Order Queries

I have not received my order. Who do I contact?

Orders are typically shipped within 2-3 working days of receipt, but we ask that you please allow 14 working days for order processing and delivery in the event of busy sales periods or other unforeseen delays. You will receive an email confirmation when your order ships.
However, if you do not receive your merchandise within 30 days of ordering, please contact us with your FULL name and postal address, any email confirmation received, and your order number if applicable.

Should an item be temporarily out of stock, we may hold your order for up to 10 days until re-stock arrives. If a delay is anticipated, your remaining order will ship with a notice of delay, and we will ship the outstanding goods at no extra cost when we receive them.
For any pre-ordered items, please check the specific product page for full pre-ordering details. Each pre-order product will be treated differently, and on many occasions complete orders are not shipped until a pre-ordered item is available and in stock.
You must contact Hacktrax within 30 days of shipping confirmation with any problems or queries regarding missing or incorrect orders. Requests received outside this 30 days may not be elligible for replacement or refund, and will be at the discretion of Hacktrax.

There is a problem with the order I have received / An item is missing from my order.

If you have ordered a large or bulky item, please see information on large item shipping in the Postage and Shipping section above before contacting us.
If there are any problems with an order you have received, please contact us with your full name and postal address, any email confirmation received, and your order number if applicable.
We will do our best to resolve any problems you may have! Once we are contacted with full details of your order, we will provide further details for replacement of missing items.
You must contact Hacktrax within 30 days of shipping confirmation with any problems or queries regarding missing or incorrect orders. Requests received outside this 30 days may not be elligible for replacement or refund, and will be at the discretion of Hacktrax.

My merchandise was damaged / defective when it arrived.

We check all our products to ensure that they are shipped in new condition. However, Hacktrax cannot be held responsible for damage incurred during shipping. Should merchandise arrive damaged, please contact us with your full name and postal address, any email confirmation received, and your order number if applicable.
Once you have provided us with a description of the damage or defect we will provide further instructions for its return. You will be responsible for any associated postage charges in returning the item – however, once the item is determined to be damaged as a result of damage during shipment or manufacturing fault, postage charges will be refunded upon receipt (although we cannot refund any priority, express or courier component of the postage charge).
Please note that minor damages during transit such as cracked jewel cases cannot be resupplied – customers will need to contact their local mail authority for compensation.
Hacktrax will provide replacements for any damaged or defective item while still in stock; we are unable to offer refunds as an alternative to replacement. Should a replacement for a damaged or defective product be unavailable, we will provide alternatives – such as store credit, alternative product replacement, or full refund.
You must contact Hacktrax within 30 days of receipt of any damaged or defective items to arrange an exchange or refund. Requests received outside this 30 days may not be possible, and will be at the discretion of Hacktrax.

I want to return the items I purchased.

If for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item, unopened (with any seals and shrink-wrap intact, clothing must have labels attached) and we will issue a full refund for the price you paid for the item. Please note that unwanted items must be returned at the customer’s own expense, and postage charges will not be refunded.
We can only accept the return of opened items if they are damaged or defective (please see details above for damaged or defective items).
You MUST contact us before returning any item for full details and instructions; we are unable to accept returned without the necessary documentation.
When you send your item back to us, we’ll process the returned item at its purchase price only and you can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return.
For full instructions on how to return a purchase, please contact us with your full name and postal address, any email confirmation received, and your order number if applicable.

You must contact Hacktrax within 30 days of receipt of any purchase to arrange any return. Requests received outside this 30 days may not be possible, and will be at the discretion of Hacktrax. This does not affect your statutory rights.

Your Statutory Rights

By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. This applies to all of our products except for digital items where the item has been downloaded. We regret that we also cannot accept cancellations of contracts for the purchase of CD or DVD products where the item has been unsealed.
To cancel your purchase within the seven-working-day cooling-off period, please contact us with your FULL name and postal address, any email confirmation received, and your order number if applicable.

We will provide further instructions and information as to whether we are able to cancel your order before it ships. If your order has already shipped, you will be responsible for returning the items to us.
Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective (please see details above for damaged or defective items)
As soon as we receive notice of your cancellation along with the returned items, we will refund the relevant part of the purchase price for that item.
For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Office of Fair Trading’s website at: OFT

Christmas Shipping Information

Royal Mail ships all our parcels for us.
They provide “Last Posting Dates” that they recommend for any items being sent.
However, Royal Mail provides these dates as a guideline only, and will not commit themselves to being able to guarantee delivery by 24 December
Of course, in general, if parcels are shipped by the Last Posting Dates, they tend to arrive on time – but we hope you understand why we are unable to “guarantee” delivery dates.
Best advice: Order Early!

We hope this explains things clearly, but if you have any questions, please contact us with any questions.

If you would like more information on Royal Mail, please visit their website at www.royalmail.com