White Dog's
FAQ's
Do you deliver?
It's fairly pointless us being a mail order company if we don't deliver, so yes, we do deliver.
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What payment methods do you accept?
Items purchased through our website:
We accept most major credit & debit cards (Visa, Mastercard, Maestro, Switch, Electron, Solo & Delta). We also accept PayPal payments and postal orders.
Items purchased from our shop premises:
We accept payment by cash only.
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Can I pay by cheque?
Unfortunately, due to an increase in cheque processing cost's by our bank (and the fact that they are now only open between 12:30 and 12:31 each day!), we no longer accept cheques.
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How much
is delivery & how long does it take?
Our post & packing charges for delivery to addresses within
the UK are as follows, all prices are per order (not per
item):
Orders up to 950g in weight.....£3.49 (Royal mail
1st class recorded within the UK)
All orders over 950g in weight.....£5.99
Most items we hold in stock are sent the same day (if ordered before 1pm) & are sent out by next working day delivery. But, please allow up to 5 working days for delivery.
Please CLICK HERE for more information about our delivery times & prices.
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Can I get an item delivered next day?
Most of the items we hold in stock are sent by next working day delivery.
Please note: Certain areas are excluded-Northern Ireland, Scottish outer regions & Isles (Isle of Wight, Arran, Skye etc).
CLICK HERE to see excluded zones
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If I'm not in when an item is delivered, can the item be left in a garage/shed/bin?
Unfortunately, no, we require a signature for all the orders we send out. You can, however, have the item left with a neighbour or delivered to a work address if you think you may be out when the item is delivered.
Normally, the delivering couriers or postman will try & leave the parcel with a neighbour if your not in when they try to deliver. If this isn't possible, they will leave a 'we tried to deliver your parcel.............' card which will have instructions about picking your parcel up from them or arranging for re-delivery.
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Can I order over the phone?
Yes, customers can place orders for most items we sell over the phone on 01986 875429, but we prefer customers to order online as this is a much safer method of ordering & paying for items & we can send items ordered through our website out quicker then we can items ordered over the phone.
Some items can only be purchased online (generally only items in the clearance section of our catalogue & used motorcycle parts)
Please note-At certain times of the day, we may be unable to take your order over the phone, in which case we will either take your phone number & call you back or ask you to call back a bit later. This usually only occurs when either we are very busy of if we are all pi**ed down the pub!
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Do I have a cooling off or cancellation period incase I change my mind?
Yes, under the current distance selling regulations, we offer a 14 working day cancellation or cooling off period (from the day the item is delivered).
All we ask is that if your order has already been sent to you, you return the item(s) to us in their original packaging & condition (so unused & with the any original stickers or tags).
If you want to cancel an order you placed with us, you must tell us by Email or in writing (see our Location Page for our address) within 14 working days of the order being delivered & the item(s) must be returned to us by the customer & at the customers own expense within 14 days of cancellation.
After these timescale's, normal refund policies will apply.
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Are your
packing charges per order or per item?
All our post & packing prices are worked out per order,
not per item. Our prices are based on weight, so if your
order weighs under 950g (generally small items like gloves etc), we charge £3.49 post &
packing, for orders over 950g (no matter how many items),
we charge £5.99 post & packing.
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Do you have
a shop & when is it open?
Our premises are located in Halesworth, Suffolk (about 35 min's
from Ipswich). Our full address & area map can be found on the location page of the website
Being a mainly mail order business, we don't have any set opening times & we don't have a 'conventional' type showroom with all the products out on display.
If you planning to visit us, as a rough guideline we are open 10am till 6pm (closed between 3.30pm & 5pm) Monday to Friday & Saturday afternoons.
We are often here earlier than 10am & very often much later than 6pm.
If your planning to visit us, please either CLICK HERE to contact us or phone us on 01986 875429 to check
our opening times.
We are unable to process credit/debit cards & only accept
payment by cash in our premises.
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If I visit you can I try the items on or view your range?
We do have a small office area for customers who would like to try on helmets or clothing &/or view our range of motorcycle products. >>CLICK HERE<< for our location & opening times.
Please remember, we are primarily a mail order company, so please Contact Us first if your planning to visit us as there are certain times when we prefer customers to visit us (generally quieter times of the day & week). Also, although all the products we sell are available on our website, we don't keep them out on display in our shop & warehouse, so if your planning to visit us, please have a look at our website first & make a note of items you would like to see or try on.
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How do I know your not trading part time or from your spare bedroom?
This is the trouble with the internet, you just don't know who you are dealing with (as the old saying goes, if we had a penny for every time we've been contacted by Pakistan/Asia/China's supposedly biggest manufacturer.......We'd have £1.37 by now)!!!!
White Dog Motorcycle Accessories was established in November 2003 & are a full time mail order motorcycle accessories business & motorbike breakers & we operate out of our registered business premises, which are located in a small business park about 5 mins drive outside of Halesworth town center. We also have a small office area for customers who would like to see, try on or purchase from our range of motorcycle accessories & spare parts.
If your still unsure, more information can be found about White Dog Motorcycle Accessories on our 'About Us' page & there's even a few pictures of our shop, warehouse & stock!
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I've just discovered your website, how do I know your a real company?
We do get asked this question occasionally! If you concerned about ordering from us, or you've never heard of White Dog Motorcycle Accessories before, please use the link below which is to our information page on how to check our company out (the info on this page can be used to check out most companies)!
>>CLICK HERE<< for our 'Is White Dog a real company' page!
Do you keep all the items on your website in stock?
We stock all our fast selling items, which means we stock around 90% of the items listed on our website. This includes Motorcycle Batteries, Helmets, Oils, Cleaners, Clothing, Motorcycle Boots, most Motorbike & Scooter parts & all of the used motorcycle parts & spares. Due to us constantly being short of space (the phrase 'enough room to swing a cat' springs to mind for some strange reason!!), we keep very limited stocks or don't stock some of the larger items we have for sale (like some motorcycle downpipes etc). Most items we don't hold in stock are delivered to us within 1 or 2 days by our suppliers. Items that take longer are marked on the item description pages of the catalogue. If you want to check if we stock a particular item, please Contact Us by Email or over the phone on 01986 875429.
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Do your items come from a dropship supplier?
Dropshipping.....................YEUCH!!!!!! No, we don't use 'dropshipping' services.
All the items we sell are sent direct from our warehouse in Halesworth, Suffolk.
We stock around 90% of the items we sell on our website. Items
we don't hold in stock are sent direct to us by our suppliers so we can check them over before they are sent out to customers.
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Is there a minimum amount I have to spend on this website?
Yes, unfortunately, you have to spend a minimum of £5.89 or over (excluding delivery-£10 exc delivery for orders placed over the phone). Due to certain set costs involved in processing a customers order (packaging materials, card processing fees etc), we don't make any money on orders below £5.89.
Or to put it another way, would you work all day for nothing?................Exactly!
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Will you pass
on my email address or phone number to anyone?
Your privacy is very important to us, the only companies
who we pass details onto are companies that are necessary
for us to be able to process your order or enquiry.
We realise that most companies have a 'privacy statement',
but there are 2 main reasons why we strictly enforce our Privacy Policy.
1) We are bound by the current Data Protection Act & Privacy
and electronic Communications Regulations, if we were caught
violating these laws, shady looking men in trench coats
from obscure government departments would pay us a visit
& insert things into holes in our bodies we never knew existed!
2) Spam emails for some dodgy looking viagra substitute
& phone calls from people selling 'luxury holiday villas
in Kuwait' are annoying, to put it very mildly & the traffic
of unregulated spam emails is creating a real problem on
the internet that is affecting companies & consumers alike.
White Dog do not encourage or assist in the traffic of spam
emails.
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I've bought
a motorcycle battery, how do I charge it?
Click on the blue text for our Battery
charging information page. This page contains all relevant
information regarding motorcycle battery filling & charging.
Either save the page to your computer or use the 'print
button' at the top of the page to print a copy.
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Do your motorcycle batteries come with acid?
Yes, we ship all our batteries with the required amount of battery acid & before you even THINK of asking us, please read the question below!
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I've bought a battery from another company & it didn't come with acid, can you sell me some?
YOU DID WHAT!!!!!!! YOU CHEAP HUSSY, HOW DARE YOU GO SOMEWHERE ELSE, WHAT WILL THE KIDS THINK ......HAVEN'T WE LOOKED AFTER YOU IN THE PAST, IF WE EVEN CATCH YOU LOOKING AT ANOTHER COMPANY AGAIN..................
Roughly translated as no. Unfortunately, we can only ship motorcycle batteries in their retail packaging (which includes the acid), we cannot send battery acid on it's own.
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I want to buy a very small battery, do I still have to pay £5.99 for delivery?
Unfortunately, yes. Even the smallest battery we sell, once it's boxed up with the acid & packaging weighs just under 2kg, so the full post & packing rate applies for all batteries.
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How secure
is this website for making credit/debit card payments online?
Online transactions for www.whitedogbikes.com are processed by either SagePay (formerly PROTX) or PayPal. SagePay is our recommended method for all credit & debit card
payments. SagePay use bank-approved software & the highest level of encryption
to ensure that your credit or debit card details are kept
secure at all times. The SagePay certificate may be viewed by clicking on the padlock at
the bottom of the payment pages. To help prevent card fraud, SagePay use AVS (address checks), CV2 (secure pin checks), random
telephone number checks & numerous other methods to verify
that the person making the payment is authorised to use
the card. If you have any doubts about the security of our SagePay online payment facility, all information relating to SagePay can be found on there website www.sagepay.com.
Well, we didn't want to, but due to constant streams of
people calling & nagging us about wanting to pay by PayPal,
we have added a PayPal payment facility to our catalogue.
But please note...........
We can only send orders to the registered Paypal address.
If you would like an order sent to a different address (e.g. a work address), please log into your Paypal account & select the 'Add or edit address' from the profile tab before placing your order.
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I've purchased
an item but I want to exchange it for a different size,
what do I do?
We allow for 1 free exchange of size on clothing & helmets
per order, return the item(s) to our address on your invoice/delivery
note with a copy of your invoice/delivery note. Write clearly
on your note what you would like us to do & we will send
out a replacement as soon as we receive the item(s) back
to our premises.
(CLICK HERE
to download a printable address label for returning your
item(s)
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I've purchased
an item but I don't like/want it, what do I do?
Return the item(s) to our address on your invoice/delivery
note with a copy of your invoice/delivery note. Write clearly
on your note what you would like us to do but please note,
if you email us to cancel your order within 14 days of receipt & return the item within 14 days of emailing us, we will refund your original payment in full (subject to certain conditions), after this period, refunds are subject to a 10% restocking charge & we cannot
refund carriage charges. We have this system in place because,
although we don't mind people sending items back for refund,
it costs more than we charge to process & send an order
out to a customer & these are costs we cannot recoup back
from banks & delivery companies.
Please CLICK HERE for more information about White Dog Motorcycle Accessories returns policy.
(CLICK HERE
to download a printable address label for returning your
item(s)
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I've purchased
an item but it's arrived damaged/not what I ordered/wrong
colour/has 3 arms!, what do I do?
We do our very best to ensure that the item you order, is
the item you receive & is in 'new' condition, but, things
do sometimes go wrong (very, very rarely!). If you discover
a fault with your order, phone our 24 hour enquiry line
on 01986 875429 as soon as possible to report the fault,
then return the item back to White Dog at the address on
your delivery note/invoice, when we receive the item back
we will send out a replacement & refund up to £7.50 towards
your return postage costs.
Please CLICK HERE for more information about White Dog Motorcycle Accessories returns policy.
(CLICK HERE
to download a printable address label for returning your
item(s)
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I have an
item that's failed within the warranty period, what do I
do?
Right, were going to be brutally honest here, we really
dislike warranty claims, their a pain in the backside for
us & always end up costing us money. But, because were very
nice people, we will always honor manufacturers warranties.
All we ask is that you return the item to us with a copy
of your original delivery note or invoice. Please remember
before you send items back, warranties only cover product
defects or failure & most items are sent back to manufacturers
for testing before a replacement is issued.
Please note-Due to people purchasing items elsewhere and sending them back to us under warranty (!!??), we can only process an item under warranty if it is accompanied with the a copy of the delivery note or invoice.
Please CLICK HERE for more information about White Dog Motorcycle Accessories returns policy.
(CLICK HERE
to download a printable address label for returning your
item(s)
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My battery
has failed under warranty because I only use the bike once
a year, never bothered to follow the charging instructions,
run a small 3rd world country off it, can I return it?
The phrase 'snowballs chance in hell' springs to mind!
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I've bought
a helmet & only worn it a couple of times, can I send it
back for an exchange of size?
In a word, No. Items must return in a re-saleable or 'as
new' condition, in the original packaging & still have
any labels&/or handbooks attached. This especially applies
to items such as crash helmets as once the've been worn,
we cannot re sell them.
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What is
the best way of returning items to White Dog Motorcycle
Accessories?
For most people, the easiest & cheapest method for returning
items is by Royal Mail.
CLICK HERE for a brief
guide to returning items by Royal Mail
(CLICK HERE
to download a printable address label for returning your
item(s)
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I'm sending
an item back to White Dog, should I make sure I send it
by recorded delivery?
We advise all our customers to return items by some form
of recorded & insured delivery method as White Dog Motorcycle
Accessories are not liable for any items that get 'lost
in return transit' or don't arrive back at our unit.
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I've sent
an item back to White Dog, but it seems to have been lost
in transit?
Bet you wish you'd paid the extra for insurance now, eh?
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Do you send
orders to addresses outside the UK?
At present, we only supply our orders to UK addresses.
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Do you
charge more to delivery to Northern Ireland & the Isles?
We charge the same postage for items sent to Northern Ireland, Scottish outer areas & the Isles as we do for the rest of the UK for most of the items we sell. But, some heavier items, items classed as 'hazardous' (e.g. batteries & oils) & orders over 2kg aren't available for delivery to outer areas for the postage price on our website.
Some of the items that we can't deliver to these areas are marked in our catalogue & there is a disclaimer at the top of the 'checkout' pages.
>>CLICK HERE<< to find out which areas certain items cannot be delivered to certain areas.
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How do I grow a handle bar moustache?
Errrrm?????? How the hell would we know? This isn't the Blue Oyster Bar's website luv!
Our website MAY have inadvertently come up in the results from the search engine you used because the words 'handle bar' & 'moustache' probably appear somewhere on our website.
This is the same search engine phenomena that makes us appear for such quality search terms as 'Fluffy Bunny Motorcycle Accessories' & 'white dog viagra' & yes, these search terms do bring us the odd visitor!!!!!!
To be honest, the above terms aren't the worst our website has come under. A few years ago, partly due, on our part, to a poor combination of words in a motorcycle poll we had on our home page (whoops!), we were no 1 on Google for the term 'sex with shaved monkey'............(think about it, we run a 24 hour enquiry line, can you imagine the phone calls we were getting at 2am??????)!!!!
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I've looked
through your website & I don't like your attitude/website
design/cut of yer jib/products/courier you use/fact your
batteries aren't made from recycled paper.........blah,
blah, blah & I just thought I'd send you an email to
let you know!
Funnily enough, we do get these emails, however, rather
than waste everyone's time, we have added this FAQ so you
don't have to waste precious time & so you can skip
our website & move on & pick holes in another website.
We can sum up our response in 5 points:
1) Get a life
2) Opinions are like ar**holes, every f**kers got one!
3) You are not the 'Internet Police'
4) We really don't care what you think
5) We really, really don't care what you think
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I think I may be a woman trapped in a man's
body, or a man trapped in a woman's body?
We really think you might be on the wrong website, still,
if it helps, one of our staff members thinks he's a lesbian
trapped in a man's body (the other one thinks he's a goldfish)!!
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Can't White
Dog get my item picked up?
Unfortunately, no. It costs us about £17+VAT to have an
item picked up by our courier company so we do insist that
customers return the items to us.
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I think I
may be attracted to the White Dog, is he single?
People who find themselves attracted to semi naked animals
with large red helmets should really seek professional help!
Still, whatever floats your boat..............
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What happens
if I order an item & it's unavailable or out of stock?
In circumstances where items ordered are unavailable, we
reserve the right to offer either a replacement item (of
the same value & specification) or a full refund. Although
most items we supply are available in all sizes & colours
listed, some of the items we sell are of very limited stock
availability. These items are sold on a first come first
served basis & we reserve the right to refund money for
any lines that run out.
In circumstances where items ordered are out of stock, we
will place your item on back order. We will send you an
Email stating that the item is out of stock & when the item
is expected back in. You will be offered a choice of either:
a) Waiting for the item you ordered to come back in stock
b) Accepting an alternative item of the same value & specification
c) Having your order refunded in full
You can contact us by email enquiries@whitedogbikes.com or by phone on 01986 875429 (24 hours) to let us know what
you would like us to do.
If we do not get a response from our emails within 2 weeks
from the original order date, we will automatically refund
your order in full.
Please note-For items such as motorcycle batteries,
scooter tyres & chain & sprocket kits, if specific brands
are out of stock, we will automatically send an alternative
item of equal or greater specification or value.
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Can you make your games easier to play/add more games/change the colours/sweep the floor with the broom stuck up your backside?
Because your probably about 8-10 years old, we'll keep the answer simple.........NO!!!!!!!!
Whathehelldoyouexpecttherebloodyfreeaintthey!?!?!?!?!?!?
Shouldn't you be at school anyway? Or has mum kept you at home 'cause she found your stash of freeman's catalogues (the underwear pages, you know we all did it when we were young oiks!) under your bed??
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Ear m8 whn u gonna put mor gaems no u piloks?
This was an actual email we received!!!!!!!!! & who says the schools have gone to pot!?
Because your obviously stupider than the bloke who invented the chocolate condom, we'll respond to this message through the medium of text speak:
LO m8, git a Lyf & som real fRnds U :-( losa & stop anoyN us w yor dodgy, misspelled mail U to$R!
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Why is the
company called White Dog?
Because 'Fluffy Bunny Motorcycle Accessories' was taken!
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Someone at
White Dog said they would phone me back & they didn't?
Sorry about that, but that's what we blokes call pillow
talk baby!
All customer enquiries are important to us & we do try &
return all phone calls & phone back when we say we will.
There are 4 main reasons we might not have called back:
1) The main reason is your phone was either busy or unavailable.
2)We do sometimes forget to return phone calls, we receive
a very large amount of enquiries at White Dog & while most
are answered, a few do get 'lost in the pile of things to
do'. Please don't take offence & remember the phone does
work 2 ways!
3) You may have asked a really silly question & we said
we would call you back just to get you off the phone, please
understand, this has to be a REALLY, REALLY STUPID question
as telling a customer we will call them back just to get
them off the phone is only used in emergencies
4) If your enquiry is about an item we don't stock (especially
parts for obscure Chinese imports!), we will only call you
back if we can source the item you are after. But, if your
not sure, you can always phone us back!
Remember, the phone works both ways.........................
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I'm with
such & such bike club/am a student/want something for nothing,
sell it to me cheaper than anyone else?
White Dog Motorcycle Accessories employ a strict no haggling
policy. If you really want to haggle, please let us know
the day before you phone so we have time to put all our
prices up!!
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I have seen an item you sell cheaper on Ebay/My mate down the road says he can sell it cheaper, will you match the price?
Unfortunately, no. We don't price match with Ebay or someone's wannabe dealer mate!
Because of the way the internet works (i.e. you can't haggle with your computer!), unlike a shop, most of our prices are set at the minimum we need to make back, & any extras we can offer (e.g. free delivery), are already included. This means there is often no more for us to give or discount from the item!
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If there's a FAQ you would like to add here, use the Contact Us page to let us know!
And Remember.................
