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.
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, cheque's & postal orders.
Items purchased from our shop premises:
We accept cash or cheque with a valid guarantee card in our shop in Halesworth, Suffolk.
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.....£3.50 (Royal mail
1st class recorded within the UK)
All orders over 950g in weight.....£5.99
Delivery for most items held in stock is 2-4 working days.
Please CLICK HERE for more information about our delivery times & prices.
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Can I get an item delivered next day?
Next working day delivery is available on items we hold in stock such as motorcycle batteries, crash helmets, motorcycle clothing & AutoGlym, Rock & Silkolene motorbike oils & cleaners.
Next working day delivery is £7.99 per order. If you need an item in a hurry, Please Contact Us by Email or over the phone on 01986 875429.
Please note: Unfortunately, due to very high costs of carriage, we are unable to offer Saturday delivery & next day delivery to Northern Ireland, Scottish Highlands & Isles (Isle of Wight, Arran, Skye etc)
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.
Can I order over the phone?
Yes, customers can place orders 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.
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!
Do I have a cooling off or cancellation period incase I change my mind?
Yes, under the current distance selling regulations, we have to offer a 7 working day cancellation or cooling off period.
However, realistically, no one wants to wait 7 days before their order is sent out, so 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.
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 7 working days of the order being placed & 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 £3.50 post &
packing, for orders over 950g (no matter how many items),
we charge £5.99 post & packing.
Do you have
a shop & when is it open?
Our shop is 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
Our showroom is run purely on a 'callers by appointment'
only basis. Please phone to arrange an appointment BEFORE
making your journey.
We are unable to process credit/debit cards & only accept
cash or cheque with a valid guarantee card in our shop.
Do you keep all the items on your website in stock?
We stock all our fast selling items, which means we stock around 80% of the items listed on our website. This includes Motorcycle Batteries, Helmets, Oils, Cleaners, Clothing, Motorcycle Boots & some Motorbike & Scooter parts. Most other items are delivered to us within 1 or 2 days. 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.
Is there a minimum amount I have to spend on this website?
Yes, unfortunately, you have to spend £7 or over (this applies to orders placed over the phone as well). 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 £7.
Or to put it another way, would you work all day for nothing?................Exactly!
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.
I've been
asked to provide additional identification, why?
Additional identification is only usually required for customers
paying from an unconfirmed Pay Pal account. Unfortunately,
trading online as we do, there is a very significant threat
from various forms of fraud. Therefore, we have to occasionally
perform additional checks to protect our customers &
our own interests.
If you are asked to provide additional identification, this
is not a slight on your honesty or integrity as a customer,
it just means that for some reason you have inadvertently
triggered one of our fraud prevention systems.
Please remember that if for any reason you are unhappy about
being asked for identification, you can have your order
refunded in full or have your order refunded & pay by
an additional method.
Information about White Dog Motorcycle Accessories additional
identification policy is available through the links below:
Accepted identification methods
Additional identification
frequently asked questions
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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.
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!
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.
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
How secure
is this website for making credit/debit card payments online?
Online transactions for www.whitedogbikes.com are processed by either PROTX or PayPal. PROTX is our recommended method for all credit & debit card
payments. PROTX 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 PROTX certificate may be viewed by clicking on the padlock at
the bottom of the payment pages. To help prevent card fraud, PROTX 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
PROTX online payment facility, all information relating to PROTX can be found on there website www.protx.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...........
Additional
identification will be required from customers who pay
through an 'un-confirmed' or 'un-verified' Pay Pal address or account.
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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)
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,
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)
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 jolly
nice people, we will always honour 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 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)
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.
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)
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.
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?
Do you send
orders to addresses outside the UK?
At present, we only supply our orders to UK addresses &
we can only accept payments from UK issued credit/debit
cards or cheque's from UK based banks.
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Why do you
charge more to delivery to Northern Ireland & the Isles?
Easy question to answer, because it costs us more. If you
are unhappy about being charged more for deliveries to certain
areas, you can either go & complain to the post office &
get them to reduce their prices or you can fill in the little
bit of water in between us & you (more commonly known as
the 'Sea') then build a road on it to cut out the ferry
crossings!
Scratch the above question, as of 1/1/2006 delivery
is the same price throughout the UK, however, delivery to
the UK Isles (Wight, Arran, Mull etc), Northern Ireland
& the Highlands of Scotland will take a few days longer.
If your unhappy about waiting longer, well, there's really
nothing we can do about it but please feel free to abuse
your postman as he/she's probably the person bringing your
parcel!
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)!!
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.
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??
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!
Why is the
company called White Dog?
Because 'Fluffy Bunny Motorcycle Accessories' was taken!
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!!
If there's a FAQ you would like to add here, use the Contact Us page
to let us know!
And Remember.................
