FREQUENTLY ASKED QUESTIONS
99% OF QUESTIONS CAN BE ANSWERED BY READING OUR FAQ
As our feedback shows well over 99% of orders go totally smoothly, however on the rare occasion that something does go wrong, please have a look below for what you need to do and what we can do to help.
1. DISPATCH & DELIVERY ~ LOST / DELAYED ITEMS
2. POSTAGE DISCOUNTS FOR MULTIPLE ITEMS & OVERSEAS SHIPPING DESTINATIONS
3. RETURNS & ITEMS RECEIVED IN ERROR
4. DEALS FOR LARGE PURCHASES & DISCOUNTS AVAILABLE
5. MAKING SPECIAL ORDERS / BACK ORDERS
6. PAYMENT METHODS (PAYPAL, POSTAL ORDERS, CHEQUES ETC)
7. WHAT QUESTIONS WE TYPICALLY CANNOT ANSWER
1. DISPATCH & DELIVERY
WHERE IS MY ITEM / WHEN DID YOU POST IT?
Once you have paid for your item we will process your order. We aim for two working days to dispatch, but usually this is sent next working day.
Once dispatched we will send you an email - this will be sent to your email that you registered with eBay. It is an automated email so please check your Junk Mail / Spam Mail folder - it sometimes ends up there.
*DELAY ALERT* DID YOU PAY BY PAYPAL - IF SO, WAS IT AN "E-CHEQUE"
This catches quite a few customers out, sometimes especially if you are new to Paypal, they will clear your payment through the banking system before sending the "okay to send" message to the seller.
It can take 7-14 working days to process your e-cheque. You will get a message to your email account from Paypal informing you of this when you initiate the payment, but this is sometimes overlooked. If you think you have paid but have not received a dispatch note it is worth checking this, there should be an estimated clearance time for your payment on your Paypal account.
I RECEIVED AN EMAIL SAYING MY ITEM HAS BEEN DISPATCHED BUT I DON'T HAVE IT YET - WHERE IS IT?
Once dispatched please give Royal Mail 1-5 working days to deliver in the UK, 5-10 working days to Europe and 7-21 working days to the rest of the world. It can take longer sometimes. We can only investigate untracked post 15 working days after dispatch in the UK and 28 days for the Rest of the World.
Bank Holidays and Postal Strikes slow Royal Mail down and please kindly add a little bit more time in these circumstances.
MY ITEM IS "LATE", WHERE IS IT HELP?
If you have paid for 1st Class post unfortunately we cannot tell you. Sometimes a delivery is missed and Royal Mail don't always leave a calling card. If your item has not shown up when you expected it to we would recommend you try the local sorting office in the first instance.
If nothing has arrived within 15 working days of payment and it is not at the sorting office, then please do let us know and follow the advice below for guidance on lost items. They won't let us do anything before this time has expired. Please rest assured that if Royal Mail have lost your item you will be entitled to a full refund or replacement.
If we know you or we have traded successfully in the past, then we may be able to send a replacement out before waiting for Royal Mail to complete their investigation. We will do our best to help, but whether we send early replacements is our decision.
WHAT TO DO IF YOU HAVE A LOST ITEM?
Please try to appreciate that this is frustrating for us as well, Royal Mail claims are very time consuming and always result in a loss to the seller.
You can help us to speed up the process greatly, Please fill in what you can from the relevant P58 claim form below and send to
FTK GAMING NETWORK LIMITED
ACORN BUSINESS CENTRE. MILTON STREET
MAIDSTONE
KENT . ME16 8LL
We will then add the certificate of posting, proof of value and submit to Royal Mail. Please allow 2-3 weeks for them to complete their enquiries. They will require you to complete a written statement. A full refund or replacement will be sent once Royal Mail confirm that your order will not be delivered.
Customer service is our number one priority and we will do our best to help. Some items such as booster packs are higher risk and usually we will want to wait for Royal Mail to confirm the error, but otherwise we will try to work something out to your satisfaction.
UK ~
ftp://ftp.royalmail.com/Downloads/public/ctf/rm/Inland_P58_form_English.pdf
OVERSEAS ~
ftp://ftp.royalmail.com/Downloads/public/ctf/rm/International_P58_form_English.pdf
Alternatively these forms can also be downloaded by visiting the Royal Mail website and following their links.
OTHER POSTAGE QUESTIONS
HAVE YOU SENT IT YET, WHAT CLASS DID YOU SEND IT?
If you paid for 1st Class it was sent 1st Class. All our UK auctions are sent 1st class unless stated for speed. If we have sent it you should have received eBay's email regarding the dispatch. If not you can contact us and we will let you know when it left the building.
The dispatch email will go to the account you registered with, if you change your email you can update your eBay preferences (please ask eBay if not sure) & it often ends up in Junk folders.
I NEED IT QUICKLY PLEASE SEND ASAP
We do our utmost to send out your order very quickly, if you need your package guaranteed by a certain date we can arrange Royal Mail Next Day Special delivery, this costs us an ADDITIONAL £5 and that is all we charge.
If you want this option it is absolutely critical that you email us beforehand as sometimes we may not be able to dispatch the next day (for example if we are closed for a stock take or Royal Mail are on strike)
2. POSTAGE CHARGES AND SHIPPING DESTINATIONS
DO YOU COMBINE SHIPPING / SHIPPING DISCOUNTS FOR MULTIPLE ITEMS?
Yes we do, there isn't a set rule for how much the final total is, we have to enter this manually.
You can ask us in advance what the total will be.
HOW DO I GET MY DISCOUNT?
It is extremely important that you pay for all the items together and not one by one. When you get to the checkout you will see a link to "request total from seller" Click this link and we will send you the combined total before you pay.
WHAT ABOUT OVERSEAS?
We do combine shipping, but please note that for orders above £10 and / or bulky items we will usually require your order to be sent via registered post. Please be prepared to pay the extra £3.50 to add priority and tracking to your parcel. Again you can ask in advance for a quote.
For very large orders a special courier service is available, please do enquire for details.
From experience some countries post services are better than others.
Good post / very few lost items - Scandinavia (Norway, Sweden, Denmark , Finland)
Netherlands & Germany. Rest of World - Australia only
Orders under £20 should be okay to send via Airmail without tracking regardless of size.
Exception : Booster Packs ~ Anything over £10 should be sent tracked.
Average / a couple of lost items but usually reliable - Republic of Ireland, Croatia, Austria, Portugal, Brazil, Switzerland, Slovakia, Czech Republic.
Orders under £15 should be okay to go without tracking, unless the package is bulky (boxes , folders etc)
Exception : Booster Packs ~ Anything over £10 should be sent tracked.
Poor / frequently lost Items - Italy, Spain, France, Bulgaria, Romania and Poland. USA & Canada. Orders apart from those under £10 should be sent tracked regardless of size of the package. We do not ship to Poland and Romania without tracking.
Tracked items have a very high success rate (over 99%)
3. RETURNS & SHIPPING MISTAKES
Your No Quibble Return Policy
If you wish to return an item you can do within 14 days of dispatch and as long as
1) The item is in the same original condition received
2) The item has not been used and is in the original unopened packaging
3) Is not a single card, we do no accept returns of single cards unless the item was not delivered in the condition described.
Returning the item is your responsibility and cost, but we will refund items qualifying as above on receipt of the unwanted item.
If you wish to return due to an error on our part, then in most cases we are perfectly willing to reimburse you for the return post cost as well.
SHIPPING ERRORS
Sometimes we may accidentally send the wrong card or booster pack (very rarely). If this happens to you, we will replace your order on receipt of the wrongly sent goods and reimburse for 1st class post for your return costs on receipt.
4. DISCOUNTS FOR LARGE PURCHASES - WHAT IS ON OFFER?
We are most negotiable on single cards, if you are planning on buying £30 or more of singles we can usually offer a discount of between 5% and 10% or a shipping discount.
For sealed products, Booster Packs, Theme Decks, Gift Tins. £60-£75 is usually required before we can reduce the price. There are many bulk offers available with reduced prices already and we cannot reduce the price further on already discounted items.
For Folders, Deck Boxes, Binders and boxes of Pocket Pages. Bulk offers are already available for most of these on separate auctions in our store, generally you are looking at buying 4 or more products before we can reduce the price. Exceptionally large orders or if you wish to buy an entire display (usually 10-15 units of a single item) we can certainly negotiate.
PRICE MATCHING
Generally we will offer to match prices from our competitors stores. To be classed as a competitor the other store should be a Powerseller / Registered Business Seller. It is certainly worth emailing us to see if we will match.
In addition to the above you are also able to claim combined postage, so the postage charge goes down the more you buy - you have to claim this option on checkout.
5. MAKING SPECIAL ORDERS / BACK ORDERS
We get a lot of requests for various products and we are happy to add to our catalogue if we get enough demand. Please do let us know your requirements. We can get most Booster Displays for Pokemon, Yugioh, Magic the Gathering, Chaotic, World of Warcraft and Dinosaur King & can negotiate a price.
Generally what we have available is on the eBay store or our website (separate stock) On occasion you may want something not on the site that is on our "to list" shelf and you may get lucky. If you want to make a backorder we will try and pick up the product with our next order from a supplier - generally you need to spend £150 for us to make a one off special order for you.
Apart from special orders it usually takes 2-3 weeks for a back order to come into stock.
6. PAYMENT METHODS
Paypal / Paypal E-Cheque - For Overseas and UK Customers
Postal Order / Cheque for UK Customers only
Bank / Wire Transfer - Overseas and UK Please ask for details
(typical charge made by the bank for a EURO wire transfer to the customer is 10 EURO)
(UK to UK bank is usually free of charge)
Credit and Debit cards are accepted through Paypal payment gateway on eBay.
If you wish to send a cheque / postal order - please send and make payable to
FTK Gaming Network Limited
Acorn Business Centre, Milton Street.
Maidstone. Kent ME16 8LL
Once we receive your payment we will update eBay. Postal Orders are cleared funds so ship straight away, cheque orders are sent when cleared (or earlier at our discretion)
7. WHAT WE CANNOT ANSWER
We want to answer every question, but some we cannot generally answer due to the long time involved. We don't want to waste your time so here are some examples of the few types of message we won't usually reply to : -
That said we try to answer all queries, but in the event that time is short, priority will be given to customers who are serious about placing an order.
a) Could you please measure the outer circumference of the rings in your binders, I may be interested possibly?
b) Wld u accept £5 for your £25 item (if we wish to do a clearance sale we will announce this)
c) Would accept £4 for your £7 item (please see section 4 for discounts)
d) Is this a marble textured folder or a granity textured folder, I want marble
(your definition of marble and ours may differ) only. We will not commit ourselves to very vague definitions.
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