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Frequently Asked Questions

Welcome to the Allcam FAQ section where we list the generic questions our customers asked previously, there are also specific FAQs on Shipping / Delivery, Returns / Warrant, and Payment, please feel free to contact us if you have a question that is not answered here.

How to contact you if I have a question on your product or a problem with my order?

You can send us an eBay message, or you can email us directly: sales@allcam.co.uk (24/7. 365 days), or phone us 0115 8226589 / 0121 4408900 (Monday to Friday, 9:30 to 17:30, excluding bank holidays). All emails are answered within 24 hours (normally within 4 to 6 hours). Everyday we see several emails get rejected / un-noticed because customers supplied wrong email addresses or their spam filters are too zealous.

Do you offer wholesale discount? Will you drop-ship to my customer directly?

Yes we do offer wholesale discount but you normally need to buy at least two whole boxes (box quantity varies from 2 to 20pcs per box). Please contact us directly as per answer in previous question.
Yes we can also drop-ship to your customer. However you will need to meet the min. order quantity mentioned above to qualify for wholesale discount.

Where are you based?

Allcam is based in Birmingham in the UK, and your order will be dispatch from this base. Please also visit Shipping page for more info.

Can I collect my order from your Birmingham address?

Yes. We are open to the public Monday to Friday 9:30 to 17:30 (excluding bank holidays). You don’t really need to order in advance either; you can check the stock and only pay if you are satisfied. We can accept cash or credit/debit card over the counter.

Appointment is not required but it is better to verify the stock status especially when it is showing 5 or less in stock on eBay.

Is delivery always free? What are the postage costs?

  • For UK mainland addresses, we do offer free economy service, we also offer express delivery service for £4.99
  • For other UK addresses like Channel Islands, Northern Ireland, Scottish Highlands, and Isle of Man we also offer free economy service for items under 1.5 Kg. Delivery for anything over 1.5 Kgs cost £9.98
  • For orders shipped outside UK, we normally charge postage on top of the item cost, please check each individual listing for details.

Where is my order? The tracking link/number is not working?

We offer free postal insurance as standard. Your order is safe with Allcam.

Our system automatically send you dispatch confirmation email on the day we shipped your order, which normally contains information like which shipping company /service, and any tracking info/link (if available).

Any tracking only starts to work after the courier collected the parcel and unloaded the van into their depot, normally late evening on the dispatch date.

If your order has been dispatched several days ago but you have not received it, the first thing to do is to check the tracking info in our dispatch notification email, and if there is a tracking number, please also try to track your parcel online. Sometimes your family or neighbor already signed the parcel for you; sometimes there are problems with delivery. Believe it or not, we spend 4 hours everyday trying to contact customers regarding failed delivery attempt and incomplete/un-accessible addresses.

Please also visit Shipping page for more info such as which shipping company/service we use to send your order, how long does it take for your order to arrive etc.

What happens if I will not be available on the delivery date? What to do if I missed a delivery?

The courier or the postman usually leaves a 'calling card' for all missed deliveries. The details for re-arranging delivery (or collecting the parcel in person from a nearby depot) are printed on the card.

Sometimes the courier or postman may leave your parcel with one of your neighbors, and they normally leave you a card to inform you which neighbor received the parcel for you. We understand this is a mixed blessing which people live in a friendly community love but people who live in difficulty community hate.

On rare occasions couriers/postmen for whatever reason fail to leave a calling card. In this instance we will quickly locate your parcel and resolve the issue and make a complaint to the courier company involved. If you have experienced any problems with delivery please contact us and let us know. We will not tolerate courier companies who let our customers down.

If I missed a delivery, will the parcel left my local post office?

No. However if your order was shipped via Royal Mail or Parcel Force, you can arrange re-direct the parcel to your local post office following the instructions on the calling card. Please note Royal mail may charge you a fee for the re-direction.

If I missed a delivery, can I re-direct it to my work / an alternative address?

Sorry, we are not allowed to change your delivery address as per eBay/Paypal policy. We do understand most customers also work during the delivery hours; and we recommend customers set their work address as their delivery address when they place the order.

Will the courier/postman phone me prior to delivery? Can you pass my special delivery requirements to the courier/postman?

Yes and No.

Couriers/Postmen are under great pressure to improve efficiency, which brings nice savings to online shoppers, for example, most professional eBay sellers offer free economy postage. However this also means couriers/postmen don’t have much time to phone the customers or check the “Special Instructions” (in small print, on a 4”x4” or 4”x6” label).

So even though we can happily print your “Special Requirement” on the label, it is possible it will be overlooked by the couriers/postmen. The more effective way is to leave a big note on your door, for example: “Dear TNT Driver, Leave the parcel in the garage at the back, and take this signature strip as your proof of delivery”, or “Dear Postman, Leave the parcel with neighbour at Number …”

How do I know my order has been dispatched? Will you send me the tracking information?

Our system will automatically email you the delivery confirmation on the evening your order was shipped. The email typically includes the shipping service (company & service level), tracking number and tracking link (if available), your delivery address, and the products you ordered.

Please note our system use your Paypal email address which might be different from your eBay email address. Everyday we see several emails get rejected / un-noticed because customers supplied wrong email addresses or their spam filters are too zealous, so please make sure your Paypal email address is also up to date.

Please contact us with any dispatch inquiries as we can usually resolve any questions very quickly.

Please also visit Shipping page for more info such as which shipping company/service we use to send your order, how long does it take for your order to arrive etc.