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Ordering Problems And Advice

Q. What is my user name?

A. The email address that you were using when registering is your user name. You need to either register by entering a password of your choice in the password boxes, or not register and untick Create Account and continue without clicking Login or entering a password.

Q. What are the advantages of registering over not registering on the AvidHiPro website?

A. The advantages are purely for your convenience. You will be able to Login (by clicking Login upper right or by clicking the Login button in the Checkout), then click "My Account" which is below the website logo, just above and to the left of the centre of a page, depending on your screen. After clicking My Account you can edit your invoice and delivery addresses, telephone number and email address, and can view your recently placed orders since registration, including the goods ordered, and can see the progress of a current order, for example "Despatched", "Payment Failed", and the tracking details. Your details when ordering will fill from the details in your account details, rather than depending on a cookie on your computer autofilling them, which involves using the same computer and not deleting your cookies. Please note that an order already submitted cannot be changed, but changes can be made in your contact details that will used for your next order. If you need to change something in your address details after placing an order but before despatch, you need to email us immediately.

Q. Can I order by telephone?

A. No. We have chosen to give our customers the maximum security and protection for their payment details by not handling or accessing any payment details, and no details stored anywere. All payments go through a secure online payment gateway, called SagePay (previously called Protx) where nobody can see your details. Payments can be made by credit or debit card or by PayPal. With all credit and debit card payments we have 3D Secure enabled so as to ensure only the cardholder is using the card. All types of payment are also fraud checked. 3D Secure cannot be used for telephone orders.

Q. There are more products in my basket/cart than I want, and it will not change. How can I get it to change?

A. You can remove an item by clicking the Remove box, and you can change the quantity by changing the number in the Quantity box. In both cases you MUST CLICK UPDATE for this to happen. The Update button is further down the page on the left, on the same line as Checkout Now on the right.

Q. Do you have a shop other than the online one?

A. No. The online shop is our only shop and the only way of buying from us. HOWEVER you can COLLECT from us. To do this, place the order online, type in the shipping note that you would like to collect. We will then refund the carriage charge that you will have paid online, pack the goods ready and email you to say that the goods are ready to collect and confirming the refund. Our premises are open for collections from 8.30 am to 3.15 pm Monday to Friday, but not Bank Holidays. Our premises are manned at other times, but not for collections. When placing an order on a working day for collection the same day, please allow at least 30 minutes between placing the order and being able to collect.

Q. Do you have a printed catalogue?

A. No. Very full details of all our many products are given on our website and can only be ordered online. The details include ingredients and nutrition information. Products and prices change all the time, so anything printed would be out-of-date before the ink were dry.

Q. I am concerned about security on your website as there is no padlock.

A. We do not collect or handle or access any payment details on our website. All payments are done securely via SagePay.

Q. I am trying to order 10 of an item, but an error message comes up saying that I cannot order more than 8. What does this mean?

A. It means that there are only 8 in stock at the moment, and you cannot order more than there are in stock as we will not be able to despatch them if they are not in stock.

Q. I have placed an order and paid, but not received any confirmations emails from you. Have you received the order?

A. When you place an order and your payment is successful and complete, then you are automatically sent a confirmation email by us to say that we have received the order. If you do not receive this email the reasons could be one of the following:

a. You mis-typed your email address. We ask you to enter your email address twice in the Checkout, but unfortunately some people copy/paste the second one, which defeats the purpose.

b. The email was filtered by you or your internet service provider as spam so you didn't see it. Adding our email address to your permitted emailers may help with this.

c. Your payment was not completed successfully. When paying by credit or debit card there are two phases to the payment; firstly the part on SagePay where you enter your card details, and secondly the part on your bank or card issuer's website where you answer security questions (3D Secure). Both these parts have to be completed successfully before payment comes through to us. If you have a problem on the 3D Secure page, there is usually a link to click supplied by your bank, otherwise you could ring your bank. Obviously we are not involved with anything between you and your bank, as this is secret between you. If you are unsure as to whether an order/payment has gone through, you are welcome to ring or email us to check.

 

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