FAQ

How do I open an account?

Click on the 'My Account' link at the top right corner and click 'Register'. Complete the registration form in full and when your account has been opened you will receive an email welcoming you. If you are new to Survival-32 then it may take a few hours to open your account as we need to run our various checks and we may need to contact you to get further information. 

You will also receive 20 rewards points for registering an account, that equates to £5 off your next order, as well as the great prices we have on offer.

How can I contact Survival-32?

You can either use the online 'Contact Us' link, call us on 01189 516161 or email sales@survival-32.co.uk.

This site is designed to help you place orders online if you wish to do so but you can also use it purely to view products/prices and continue to phone or email orders as before.

Where can I view my order?

Once your order has been placed you will receive a confirmation email but you can also view previous orders on your online account. This section allows you to re-order previous orders you have placed with one click. Re-orders can still be edited in your cart before confirming the order. 

How much is delivery?

Delivery is free of charge on all orders over £75 ex. VAT. 

A £6.50 ex. VAT delivery charge will be applied to all orders under £75 ex. VAT

How do the 'Reward Points' work?

You will receive 1 reward points for every £50 ex VAT spent on the platform. 1 point is equal to £0.25 and once you gain 20 Rewards points this allows you to redeem £5 off your next order.  The option to redeem points will appear in the order payment process once you have more than 20 points. You can see the balance of your rewards points in your online account.  Reward points will be issued in the form of a credit note on your trade account.  Points expire 365 days from issue date.

How long will it take to receive my order?

Orders placed before 3:30pm will be despatched the same day subject to products being in stock. A 'Shipment Note' will be included in the parcel and the invoice will be emailed that evening. Goods will be sent via DX on a secure business service. A signature will be required. An email with the tracking will be received the following morning.  

What are the payment terms?

Our standard payment terms are 30 days from date of invoice once an account has been opened. Payment can be made by cheque, bank transfer or debit/credit card. We do accept AMEX. Bank details will be printed on the invoice which we be emailed the day the goods are despatched. 

How can I leave a review on a product?

After your ordered has been shipped you are able to leave product reviews to help other customers decide which products to order. Reviews can be submitted via your online account. 

All reviews will be checked prior to publishing on the site and we reserve the right to withdraw reviews that do you meet our standards.

Is my data protected?

We have designed our site to protect the information we collect online from unauthorised access. We safeguard your private information by implementing the appropriate physical, electronic and managerial procedure necessary to protect your privacy. At any time via your online account you can click on GDPR Tools where you can download the information we hold and also you can delete this information as well if you wish. 

Do you use cookies?

A cookie is a text file containing information that can be remembered by a web browser between pages. When an individual uses a web browser to access the internet their browser can create cookies which are stored on the user’s computer. Cookies are not programs and therefore cannot contain viruses or other malicious software. They are purely a string of text and numbers.

Session cookies only last during a single visit. When you close your web browser the session cookie information is automatically removed from your computer.

Persistent cookies are stored by the user's web browser even when the web browser has been closed, so that the next time a user goes back to the website that originally set the cookie, the web site can read information back from the cookie. Persistent cookies have an expiry date which controls when they are automatically deleted. This can be anything from a few minutes to several years, depending on your own browser settings. Survival-32 use these cookies to remember which items a customer has put into their cart. By using a persistent cookie for this, a customer can close their web browser and come back to the site subsequently and still be able to access items that had been put into their cart on a previous visit. This cookie is essential for the functioning of the site as without it customers would be unable to place items into the shopping basket.