FAQs
If you have a query about Sunbelt Sales, your account, your order or simply a question about any of our products, then you can contact us via email at orders@sunbeltsales.co.uk or by calling 0330 175 9558.
Before contacting us, though, we've put together this handy guide of our most frequently asked questions which may help solve your query without needing to get in touch with us.
YOUR ACCOUNT:
HOW DO I CREATE A SUNBELT SALES (OR A TRADE CREDIT) ACCOUNT?
It’s really simple to create an account for the Sunbelt Sales website. Just click on the ‘Login/Register’ link on the top right of the page and follow the simple step-by-step process. Once you have validated your email address you’ll have an account ready to go. If you wish, in the future, to be able to pay, via PO, using a trade account, you may wish to open a Sunbelt Rentals account by clicking here.
I’M HAVING PROBLEMS LOGGING IN
If you’re having an issue logging into Sunbelt Sales using your usual username and password then please contact our team for assistance. We’ll be happy to help. You can contact us on 0330 175 9558 or by emailing orders@sunbeltsales.co.uk.
I FORGOT MY PASSWORD
No problem. Just select ‘Forgot Password’ when you go to log-in, enter your email address and you’ll then receive a link to reset your password.
ORDERS:
HOW DO I KNOW MY ORDER HAS BEEN RECEIVED?
Once your order has successfully been processed, you will receive an email confirmation along with your order reference number. Keep this email safe for future use, if required. If you don’t receive an email from us then please check your junk/spam folder.
HOW DO I TRACK MY ORDER?
You can check the status of your order via My Account – My Orders. Once your order has been shipped, you will receive an email notification from us which will contain your tracking number. The courier should be in touch shortly after with further tracking information where applicable. You may be contacted once again by the courier on the day of delivery with an update. For further advice, please contact the Sunbelt Sales team on 0330 175 9558.
MY ORDER HASN’T ARRIVED
If your order is late in arriving then please check the shipping schedule on your order confirmation and also make sure to track your order for any updates. Don’t hesitate to contact the Sunbelt Sales team if you need further assistance.
AN ITEM IS MISSING FROM MY ORDER
Please check for any notes on your invoice as this may be a split delivery with not all items arriving at the same time. Don’t hesitate to contact the Sunbelt Sales team if you need any further assistance.
WHAT DO I DO IF ONE OF MY ITEMS IS FAULTY?
We are sorry to hear that one of your items is faulty. To begin a warranty process, start by submitting a Return Request via My Account – My Orders. Once this return request has been received, this will be reviewed by the Sunbelt Sales team. After the request has been approved, you will receive an email confirmation which will contain your Returns Form and relevant information to arrange the return. When your item(s) arrives back with us, the action outlined in your return confirmation will be carried out.
SHIPPING:
DO YOU SHIP TO MY COUNTRY?
Please contact Sunbelt Sales direct for quotes on delivering overseas. You can call us on 0330 175 9558.
I’M NOT GOING TO BE IN TO RECEIVE MY DELIVERY
Once your order has been shipped, you will receive an email notification containing your tracking information. Further tracking details along with tracking links should be sent directly from the courier via email on the expected day of delivery. Using these tracking links, your delivery can be rescheduled or redirected on the courier’s website or with the courier directly. Should you need any assistance at all, please contact the Sunbelt Sales team on 0330 175 9558.
CAN I HAVE MY ORDER DELIVERED TO AN ALTERNATIVE ADDRESS?
The delivery address can be amended providing the unit has not already been delivered. If you wish to change delivery address then please contact the office as quickly as possible on 0330 175 9558.
PAYMENT:
WHAT ARE MY PAYMENT OPTIONS?
We accept payment from all usual methods: Credit / Debit Card, PayPal or a Trade Credit Account. Alternatively, via a BACS Payment, by contacting the Support Team on 0330 175 9558.
WHEN WILL MY CREDIT CARD BE CHARGED
The money will be taken from your credit or debit card immediately, but it may take up to a few days to show on your statement depending on your bank.
I NEED A COPY OF MY RECEIPT / INVOICE
A VAT invoice can easily be downloaded directly from the Orders section of ‘My Account’. If you have any issues then please contact the Support Team on 0330 175 9558.
REFUNDS / EXCHANGES:
WHAT IS YOUR REFUND AND EXCHANGE POLICY?
We are happy to offer a refund or exchange, subject to our terms and conditions which can be found here>>
CAN I RETURN AN ITEM EVEN IF IT’S NOT FAULTY?
Yes, of course - you have 30 days from the point of delivery to arrange the return of the item for a refund. Please ensure the item is brand new, boxed and suitably packaged for transit. Process your return request via the Orders section of My Account
HOW LONG DOES IT TAKE TO PROCESS A REFUND?
Card payments usually take between 3-5 working days to process a refund to your account.
GENERAL:
WHAT IF SOMETHING ISN’T QUITE RIGHT?
Here at Sunbelt Sales we are committed to delivering all of our orders on time and in perfect condition. But if we get it wrong then please contact us as soon as possible.
Please take a good look at your goods upon delivery and make sure you refuse to take any damaged items. Simply sign the courier’s delivery sheet as ‘damaged’. The product will then be returned to us and we will quickly send out a replacement. If you notice any damage after the delivery then please tell us about this within 48 hours.
DO YOU PRICE MATCH?
Yes, we do! If you find the same item available cheaper elsewhere then we will be happy to price match subject to evidence that the product is the same make and model.
I HAVE ANOTHER QUESTION...
No problem at all. Our award winning customer service are here seven days a week to answer your queries or resolve any issues. Simply give us a call on 0330 175 9558.