Frequently Asked Questions

Account Queries

Do I have to sign-up for an account before making a purchase?

No, you can purchase with an account. Simply select the Guest Checkout option during Checkout

Forgotten your password?

Click on the forget password link in the Sign-in page. You will receive an email to the registered email address on the account with instructions to reset the password

Can I receive a VAT invoice?

Yes, once your order is shipped, a copy of your VAT invoice will be sent to you via email.

Requesting a quote / sourcing an item

I just need price and delivery, do you provide formal quotes?

Yes our procurement team can provide you with a PDF quote to your email that will confirm the pricing and delivery time for the items and quantities you are looking for

Do you offer bulk quantity pricing?

Yes, for large quantity purchases we can offer improved pricing from the prices on our website. Contact us to request a quotation

Can you source US-brand parts not listed on your website?

Yes, if you see a brand listed on our website but cannot find the part number you need just send a request for quote. Please include any part number info that will help us to quote the correct item

I just have a picture of the item I need to replace, is that enough?

Yes, email any pictures you have to us via email or Whatsapp

Can you help me source an obsolete / discontinued part?

Yes, our focus on on US brands means we can have direct conversations with the manufacturer to either provide the direct replacement or a suitable alternative. And if none exists, we will let you know that too

Delivery Queries

Do you keep UK stock of your products?

All our goods ship from from our UK warehouse to your address. But in order to offer such a wide range of American-brand products, we do multiple weekly stock transfers from our US warehouse.

In how many days will I receive my order?

Most in stock items will be delivered in within 4 – 5 days. This comprises 2 – 3 days to do the stock transfer plus 1 – 2 days for local delivery depending on the courier method selected.

Can I receive my order within 2 – 3 days if faster delivery is needed?

If your item is in stock in the required quantity, we can ship directly to your UK mainland or Northern Ireland address for 2 – 3 day delivery. Additional shipping charges would apply (contact our customer service team)

Do I need to pay customs clearance charges?

Zero, we take care of all import duties and fees. You pay only the amount due as per your order confirmation

What is the order cut-off time for 2 – 3 day delivery?

For in stock items, we can deliver within 2 – 3 days for orders placed before 3pm

FREE Delivery option

Raptor Supplies offers free delivery to all UK addresses on any item that weighs less than 0.5 kg. Orders would be delivered within 7 working days via Royal Mail Tracked 24 or 48 Service

Which couriers do you use?

We use a number of couriers to deliver orders depending on the speed of delivery required and weight of the order

  • Royal Mail and TNT for small orders
  • Fedex International Priority Or DHL Express for 2 – 3 day delivery service
  • Road freight for bulky or heavy items more than 75 – 100 kg

Do you offer blind shipments?

Yes we can ship to your client’s address if it is different from the billing address on your order. We can include your packing list or ship with our default packing list

Can I track my order?

Once the order has been dispatched, we will provide tracking number and courier details via email

Can I request Weekend delivery?

We don’t specifically offer Saturday / Sunday delivery. However, if your order shipped via Royal Mail you may receive your order on a Saturday

Where are my long length or heavy items?

On occasion long length items (over 1 metre) and heavy items (over 30kg) may have an additional delay of one day for delivery, this is due to them having to be scanned at the depot by hand or can only be delivered via road freight

Placing My Order

I found my products, do I have to order on the website?

If you prefer, you can send a Purchase Order to sales@raptorsupplies.com. Please include any delivery charges and VAT

Can I pay for my order via BACS / bank transfer?

Yes, in the Payment section of the Checkout, select the Bank Transfer option. You will receive an order confirmation via email with our Account Number and Sort Code. Once funds are received, your order will be processed

I found my products, do I have to make advance payment on the website?

If you are a business customer, you can select the NET30 option in the Payment section of the Checkout. You will receive an order confirmation and our customer service team will contact you for the required info to setup your credit account

How confident can I be that the item I choose is in stock?

Over 95% of the products listed on the website are in stock so you can be confident that if we say its in stock then it is in stock. There are times where lead times will be longer for products of certain brands or that are extra bulky and require road freight delivery.

If you are unsure or need clarification, please contact us our customer service team for confirmation of stock levels for any particular item you are looking for

Damaged / Incorrect / Delayed Delivery

My goods have been delivered and are damaged, what do I do?

If the package looks damaged in any way you can refuse the delivery, this will automatically return the item back to ourselves. You must inform us immediately by e-mail or phone of any damaged goods. See our returns policy for more details.

If you have accepted the item and upon opening the product discover it is damaged please contact our customer service team by sending us a email or call us on +44 203 287 5224

You will be asked to email in an image of the damaged unit, all packaging the item was delivered in, so to speed up the process please have these ready to be emailed to one of our team who will personally handle this for you.

I’m missing an item from my order, what do I do?

If you are missing an item from your order, please contact our customer service team on +44 203 287 5224 or send us a email. Please have ready an image of your picking sheet/delivery note that would be with your delivery and a description of what’s missing so we can look further into this for you.

The picture on the product listing was slightly different from what I received, why is that?

All our images are either manufacturer’s stock images or images we have created ourselves. At times, manufacturers may alter products very slightly. If the alteration is significant we will upload updated images. Our images are for illustration purposes only and you should read product descriptions for complete details of what you will receive.

My order is late, can I get a refund of shipping charges?

For orders placed on our website, we can refund freight charges if goods are delivered more than 5 days after their scheduled delivery date

For orders based on formal quotations, freight charges are not refundable as the order may ship late due to the delays from the manufacturer

How do I return an item?

What is your returns policy?

Whatever the reason, if you want to return your order, we are happy to offer you a 30 Day Returns Policy for items purchased on our website. This means that you can return any item you have ordered as long as you inform us within 14 days of taking delivery.

For bulky / heavy items listed on our website, we accept returns net of a restocking fee. For returns of items purchased not listed on our website through a sourcing quote, we have a no-return policy (unless we delivered the wrong item / in damaged condition / exceed the quoted delivery time by 1 week)

We offer this service on the following conditions:

All items must be in their original packaging and in a saleable condition. We cannot accept returns of items that are not in their original, undamaged packaging and not in the same condition as when delivered.

Carriage charges for unwanted returns will be at your expense; however we can arrange collection for £15.99 per parcel. For larger/heavier items the collection fee will be priced on application.

We will refund any amount (except for shipping charges) due to you within 5 days of the day we receive the item(s) back.

NET30 Credit Account

Who is eligible for a credit account?

UK-registered businesses with at least two years of trading are eligible for a credit account, subject to credit approval. Individuals and sole traders are not eligible for payment terms

If you wish to pay NET30, simply send us a Purchase Order or complete your purchase online and select the NET30 payment option in the Checkout

How do I apply for a credit account for my organization?

Simply fill out the online form or contact us with your Company Registration Number and VAT Number information to apply

Are there any charges for NET30 payment?

Zero, you pay no interest charges or fees

Contact Us

Contact your account manager right away to get personal advice.
We're available Monday through Saturday, from 08:00 until 17:30.