Frequently Asked Questions
I have paid the CC link, where is my receipt?
You will receive confirmation of your payment from our Admin team. Once your order has been processed an invoice/receipt will be sent out with the despatch email.
What currencies / payment options can I use?
We offer GBP, USD, CAD & EUR. These currencies are not interchangeable from order to order; once your account has been created on our system, the currency cannot be changed (with the exception of Fiserv & VIABLE orders, which can only be billed in USD).
Can you provide Harmonised / Commodity codes for your products?
Where required, Commodity / Harmonised Codes are always provided on the Commercial Invoice that is sent with the package.
Can you provide Country of Origin information for your products?
The Country of Origin is always displayed against hardware products listed on the Commercial Invoice. If further information is needed, please contact our Admin team and we can provide supplier proof of origin documentation.
How long does the order take to get to me?
Order processing for standard card orders can take 5 - 10 working days from payment receipt, to be despatched.
This time will increase for bespoke orders, dependent on the size and complexity.
Standard tool orders can take 2 - 3 working days from receipt of payment to be despatched, however we do endeavour to deliver as soon as possible.
Depending on destination, DHL/UPS/FEDEX can take 3 - 5 working days - this may take longer if there are any delays with customs clearance.
For UK customers we offer next day delivery via Royal Mail or DHL.
Will I receive order confirmation?
Once an order has been placed, you will receive a notification confirming your order.
Are there any other charges once I've paid shipping fees with my order?
There may be custom duties and/or local taxes dependent on the total of your order and the country to which your products are being shipped. We ship all orders DAP (delivery at place), and any duties and taxes are the responsibility of the customer.
Why has my order total increased?
Prices on the order form are exclusive of UK VAT. If UK VAT applies, your invoice or credit card link will have the VAT added to it.
Can I make changes to my order?
Dependent on what stage in the order process you are at, you can contact the Sales team or Admin team to make amendments to your order. Any amendments to your order should be provided when you receive confirmation of your order, or payment (for card orders).
Amendments cannot be made once you have received despatch/tracking details.
If a customer wishes to cancel an order the customer must cancel, in whole or in part, 48 hours before scheduled delivery.
For support and maintenance renewals, orders can be cancelled within 5 working days, providing no support services have been provided or software updates downloaded.
Where an order is cancelled, ICC Solutions reserves the right to charge an administration fee of £150.00 plus any associated Courier fees incurred.
Can my order be delivered to a residential address?
Yes, as long as the address is provided when the order is placed.
Shipping & Delivery
What are your delivery charges?
Delivery charges are applied to each order based on the delivery location. To find out what costs relate to you, email email@example.com
Do you ship anywhere in the world, or are there exceptions?
We can ship to most places in the world. Please note that customers situated in South America may experience longer delivery times, of up to 3 weeks, depending upon location. Currently, the only places we do not deliver to are Russia, Belarus & Ukraine.
Can I use my own courier?
Yes, you can! We would require the account number of the courier to be provided when you place the order.
Is there any information needed by ICC Solutions to ship my package?
If we are sending goods to a European address, we will need your EORI number*.
When booking a courier we will also need the contact name for the package, their email and telephone number.
*EORI is an Economic Operators Registration and Identification number and is required for businesses which import or export goods into or out of the EU and/or UK. The number is used by customs and other authorities to monitor and track shipments coming into and out of the European Union.
How can I track my package?
Tracking numbers and details of the corresponding courier will be included in our despatch email.
My tracking is showing as... (i.e. package awaiting clearance, etc).
This may be due to additional paperwork needed from the receiver to clear the package or local duties and taxes owed.
All ICC Solutions' orders are sent DAP (delivery at place). Any duties and taxes are the responsibility of the customer.
The quickest way to resolve this would be to contact your local courier service (DHL/UPS/FEDEX etc.).
You can also contact the Admin team who can also follow up with the appropriate courier, but this will take slightly longer as we will not have direct contact with your local service provider.