Welcome to VG Scienta On-line Store help page. Answers to most of the questions asked by our customers can be found in this section. If you cannot find the answer to your question below please email us and we will try to get an answer to you as soon as possible.

NAVIGATION AND PLACING AN ORDER

• How do I find the product I am interested in?
  
• How do I view prices?
  
• How do I add products to my shopping cart?
  
• How do I take items out of my shopping cart?
  
• How do I change the quantity of an item in the shopping cart?
  
• Can I hold items in my shopping cart and return to finish the order later?
  
• How do I place my order?
  
• How do I cancel an order?
  
• I do not wish to log into your site but I would like to create and send a price enquiry.

ACCOUNT ADMINISTRATION

• How do I change my account details?
  
• I’ve forgotten my password
  
• How do I track the progress of my order?
  
• How do I return goods?

• Privacy Policy
• Website User Terms
• Terms and Conditions of Sale

There are two methods of finding product on this site.

Click on the product menu at the top of the page to get a more detailed list of a specific product range (you will also see our hardcopy catalogue page number as a reference). From here just click on the product you are interested in. At this point you will typically be offered an introduction to the product range and a table detailing the size, type and part number of products that are available.

If you already know the part number you wish to view or buy just enter this into the 'Find' box to go straight to the item in question.  You can also type a brief description of the item you wish to find in the 'Find' box such as 'valve' or 'flange'.

How do I view prices?

Prices are only available to customers who have logged onto the site as a Business Account or Credit Card Account (see also What currency may I purchase in?). If you entered the site via the browse only option prices will not be shown but you may re-enter using the New credit card account option to obtain pricing information.

What currency may I purchase in?

The prices that are offered will be in your local currency (Euro for countries in the EU Monetary Mechanism, US dollars in Latin America and parts of Asia) and are valid only for shipments to your location, as an example British Pound prices are only offered for delivery to UK shipment addresses and Canadian Dollar prices are only offered to Canadian shipment addresses.

Just enter the amount you require in the 'add to cart&' box of your chosen item and click on the shopping cart icon next to it. The item will be added to your shopping cart and the contents of the cart will be shown (the shopping cart contents can be viewed at any time by clicking on the view shopping cart icon at the top right of the page). Your cart holds items until you are ready to go the checkout, you will not be charged and you can change the items in the cart at any time before proceeding to the checkout page.

Click on the view shopping cart, set the quantity to 0 and click the Update Quantities button to remove the item.

Input the new quantity in the 'add to cart' box of the item in question and click on the shopping cart icon next to it (the quantity will be over written to the new input quantity, it will not add to it). Alternatively, click on the view shopping cart, reset the quantity and click the Update Quantities button.

Yes, the order is not placed until you move to the checkout page and confirm the order. Until then the items will remain in your cart. We may periodically remove items from the cart if left unused for a number of days therefore it is always worth checking the cart before recommencing your shopping trip.

When you have finished adding products to the shopping cart click the view shopping cart icon. If the items in your cart are correct then click on the "Place Order" button.  You will be guided through a 3 step process.

Step 1 - Confirm your shipping and billing details.  You may make changes here if you wish.
Step 2 - Confirm payment details.  Credit card users will be asked for credit card details at this point.  You may also enter a reference or purchase order number.
Step 3 - Order confirmation.  Print this page for your records.  Make a note of the the order reference number displayed on this page.  This number will be used for order tracking.

If you have placed an order and wish to cancel it then please contact Thermo Vacuum Generators by email quoting your order reference number.

I do not wish to log into your site but I would like to create and send a price enquiry.

Just enter using the browse only option and add the products you are interested in to the shopping cart. When you have created your enquiry list follow the instructions to email your enquiry to our sales team. They will be pleased to answer your enquiry as soon as possible.

HELP - Account administration

You have the option to change your account details when placing an order.

I’ve forgotten my password

Fill in this form to have your password emailed to you.

How do I track the progress of my order?

Please email us with your request.  Include the order number that you were given in your email request.

There is also an order history list that provides you with details of current and recent orders.

If you have bought products from the On-line Store and would like to return them under our service or warranty conditions please email us and we will make all suitable arrangements

Our on-line sales office is based at our factory in Hastings, England. Here we hold an extensive inventory of finished products, ready for immediate delivery. It is also the home of our manufacturing facility where 99 % of all of our products are produced. This means that for items that are temporarily out of stock or require specific configuration to customer requirements we can offer an extremely short delivery lead time.

You may contact our on-line sales support by email or telephone on (0) 1424 856391. Our address is:

VG Scienta
Maunsell Road
Hastings
TN38 9NN
United Kingdom

If your question is not related to our on-line store your local Thermo Vacuum Generators Technical Sales Support person would be pleased to help in any way they can.

All our order forms use the most up to date, industry standard encryption software and a stand-alone secure server to ensure the safety of orders placed through the site. No one can have access to any information we send to you or you send to us as long as it is sent using the secure pages. We ask customers not to send credit card numbers by standard email. As a result of these measures, we are pleased to be able to state that VG Scienta have never had a case of a credit card number being used fraudulently online.

If you would like to verify the secure status of these pages in IE4/5+ simply right click with your mouse over the page and select "Properties". You will see that the page is confirmed as "Hypertext Transfer Protocol with Privacy", this means that the page is secure.

If you are still unhappy about offering your credit card number via our secure server please contact your Local Sales Representative or Email us with your query at esales@vgscienta.com.

There are situations where the order form won't be accepted by some browsers. If, for instance, you are attempting to order from a company computer which has a firewall you may find that you have problems accessing our secure server. If this is the case please contact us on esales@vgscienta.com.

Depending on the Territory , Customer base and the actual value of the Purchase Order and the size of the consignment, there may be a Shipping Cost applicable to your order. Please contact your local Thermo Vacuum Generator office or agents.

What is the delivery lead time ?

We generally hold 90 % of our product range in stock at all times. For goods in stock we aim

to deliver to our customers within 48 hours of order receipt in Europe and the USA and within 72 hours for most other areas. All delivery periods are estimates only.

For goods that are not in stock our normal delivery lead time is no more than 4 weeks.

Please note that our delivery services may require a signature on receipt of parcel. Our carriers may attempt delivery at any time from 9.00am -5.00pm, Monday-Friday. We advise therefore that you provide a shipping address where you, or a representative, can sign for delivery.

Initially you will receive an acknowledgement of receipt of order only which is subject to the products ordered being available. If all products requested are available they will be shipped without further confirmation. Should any goods not be immediately available a further acknowledgement will be sent to you confirming our expected delivery time for these items.

We can accept orders on normal business credit terms (see our Terms and Conditions of Sale). If you wish to set up a Business Account with VG Scienta please apply using our Credit Request Form. It will normally take three working days to arrange this.

If you wish to purchase using a credit card we accept Visa, MasterCard, Switch and Delta.

The On-line store is designed to take orders from two types of customer:

Credit card customers - (Available From November 2000) may be private individuals or company employees with authority to use a company / organisation credit card. For all credit card account customers we will action orders as soon as your credit card has been verified, typically within 12 hours of your order placement.

Business account customers are offered our normal business credit terms (see our Terms and Conditions of Sale). Once this account is set up orders will be actioned as soon as they are received and shipped and invoiced to the agreed address. therefore should any of your business details change it is important to let us know immediately. If you wish to set up a Business Account with VG Scienta please apply using our Credit Request Form. It will normally take three working days to arrange this.

The prices shown are the prices for your territory, in your local currency (Euro for countries in the EU Monetary Mechanism, US dollars in Latin America and parts of Asia), minus any discount already arranged with your organisation. We pay all shipment and packaging costs. Any discount savings are shown as a total on your order form. Any local, sales-based, taxes that are appropriate will not show on your order form and may be added to your final invoice.

For Business Account customers we expect payment 30 days from the end of the month in which your order was despatched.

For Credit Card customers we will only debit your credit card when your order is despatched.