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Orders & Returns
What is your return policy?

For more information on returning an order you placed with us at SPAN.COM, please check out the details on our terms and condition page here http://www.span.com/about/conditions


Why is my order put on hold?

We at SPAN.COM take security very seriously and always take every precaution to protect the identity of all our customers. It is to this end that it is generally accepted that your first order with us will need to be sent to your invoice address, but if you would prefer an alternate delivery address, then we can of course arrange this. However we will need additional proof such as a scanned form of identification, an e-mail from domain registered at the destination address or more. We at SPAN.COM want you to receive your order as soon as possible. So please rest assured that if your order is on hold, we will work with you to resolve any delays as soon as possible to get your order to you! 


How can I cancel my order?

Sometimes an order is no longer required and sometimes what was once remarkably urgent is now superfluous. If you need to cancel an order you placed with us at SPAN.COM, please contact us on 0208 2888 555, alternatively, you can just contact us with your request here http://www.span.com/about/contact.  Please be sure to check out our terms and conditions before cancelling an order with us as special rules for specialised items and companies do apply.


If I order an item before it's release, when will I receive it?

We at SPAN.COM are fortunate enough to be a leap ahead on most of our competitors with having the first releases in stock! This is due to our long standing relationship with manufacturers and stockists alike. Thanks to this we will often receive bulk deliveries of units before the day of release and long before an items actual release, will be available for purchase on our website. Orders are shipped on a first come, first serve basis and therefore early ordering is recommended. Every effort will be made for items to be delivered to you on the day or release. If you have an enquiry about a new up and coming item, why not call us on 0208 2888555 or alternatively, you can just contact us with your request here before or after placing your order http://www.span.com/about/contact .


When will I receive my invoice?

Thank you for placing your order with SPAN.COM. Typically at checkout you will be given the option of choosing between WorldPay and Paypal as your means of processing payment (unless you select Bank Transfer, collection or Quote request). When doing so, the payment company in question will provide you with an e-mail receipt of your transaction. When your order is being processed, printed and despatched from SPAN.COM, we will send you an additional PDF invoice. Alongside this you will receive an email later that day detailing tracking information related to the delivery of your order.


Where can I check status of my order?

When placing your order with us at SPAN.COM, you will be invited to create an account with us at Checkout (don’t worry, we do not store your payment details). After you create this account, you will be able to check on numerous details of your order with SAPN.CO Mas well as check the status of your order and update as required. If you have further enquires that aren’t answerable on your account page, why not call us on 0208 2888555 or alternatively, you can just contact us with your request here before or after placing your order http://www.span.com/about/contact


I live outside of the UK, how is warranty dealt with?

Warranty is most certainly a crucial consideration. In most normal cases you should be able to communicate with a manufacturer in your own region on the subject of a hardware fault. We have reasoned with Manufacturers in the past to success to keep shipping costs for you, the customer, down to a low. We have always had a positive relationship with all of our Worldwide Manufacturers & Brands and cannot see why they would not be something we couldn't resolve with them. If however this cannot be achieved, it is traditional for the buyer to send the item back to us to complete our RMA procedure and that is our policy on purchases also. However we would make every effort to avoid this scenario and will work hard with you in every way we can in the unlikely event of hardware failure.


Do you offer Price Match?

Generally all prices listed on SPAN.COM are our best price available online for a singular item. Of course we offer bulk discounts as well as bundled deals on items purchased together. We have been in the data storage industry for over 20 years and alongside the deep knowledge to be found in our sales and support team, we also have a comprehensive and top notch customer support team. Finally we have our technical team who build and test thousands of data storage devices every year to ensure that your order arrives with you ready to go, out of the box. We at SPAN.COM do not compete with our competitors on price, but in service.


Can I send you a PO via FAX?

Unfortunately we are only able to receive your PO (Purchase Orders) via email. If you are a new customer or an existing on, please send your purchase order to rob@span.com and if you are having difficulties or a question about your order, call us on 0208 2888 555 or alternatively, you can just contact us with your request here before or after placing your order on http://www.span.com/about/contact


Why do I need to verify my delivery address for a first order?
We at SPAN.COM take security very seriously and always take every precaution to protect the identity of all our customers. It is to this end that it is generally accepted that your first order with us will need to be sent to your invoice address, but if you would prefer an alternate delivery address, then we can of course arrange this. However we will need additional proof such as a scanned form of identification, an e-mail from domain registered at the destination address or more. We at SPAN.COM want you to receive your order as soon as possible so pleased rest assured that if your order is on hold, we will work with you to resolve any delays as soon as possible to get your order to you! If you have a question about an order call us on 0208 2888 555 or alternatively, you can just contact us with your request here before or after placing your order on http://www.span.com/about/contact
Why has my order been cancelled?

We at SPAN.COM take security very seriously and always take every precaution to protect the identity of all our customers. It is to this end that if our system views an order as suspicious, it will cancel your order (ensuring no payment is taken from you) and one of our sales team will be in touch to find out the nature of this cancellation in an attempt to resolve the matter and get your order correctly through our system. Occasionally this can occur when your bank or payment provider restricts your transaction and we will occasionally recommend you contact them to unblock the restriction and place the order again.

If you are having difficulties or a question about the status of your order, call us on 0208 2888 555 or alternatively, you can just contact us with your request here after placing your order on http://www.span.com/about/contact


Why has my order been delayed?

At SPAN.COM the accuracy of our delivery dates are part of our on-going mission for top notch customer service. Our website features Live information on stock-levels, as well as featuring constantly updated lead times on items available to us for delivery to you. Occasionally in our delivery network we may hit a bump in the road and a connection in transit misses its mark. If your order is delayed by a day or more, we will make every effort to keep you informed and update your estimated delivery date as much as possible. It is not in our interest to delay your order with SPAN.COM, so please rest assured that every effort is made to ensure your order reaches you on the date we state on the website or even sooner!


Can I amend my order?

Of course. Until your order leaves us here at SPAN.COM, we can make any amendments you require for your order to ensure your experience with us is as perfect as possible. Everything from increasing and decreasing your order quantities, all the way through to amending delivery addresses, sending Plain Packaging or upgrading your delivery service to a Pre- 9:00am delivery. No request is too big or too small. If you have a request or a question about the finer details of your order, call us on 0208 2888 555 or alternatively, you can just contact us with your request here after placing your order on http://www.span.com/about/contact


There is a problem with my order, what should I do?
Don't panic! We at SPAN.COM strive to ensure that your order with us is taken care of from the money you click confirm at Checkout all the way through till the courier hands you the parcel. It is with that in mind that if there is an issue with your order ranging from stock levels and delays, through to availability and compatibility of good, we will contact if needed. We use discretion and will only contact you if we feel the situation requires it. 

Additionally, we at SPAN.COM take security very seriously and always take every precaution to protect the identity of all our customers. It is to this end that it is generally accepted that your first order with us will need to be sent to your invoice address, but if you would prefer an alternate delivery address, then we can of course arrange this. However we will need additional proof such as a scanned form of identification, an e-mail from domain registered at the destination address or more. We at SPAN.COM want you to receive your order as soon as possible so pleased rest assured that if your order is on hold, we will work with you to resolve any delays as soon as possible to get your order to you! 

If you have been asked to contact us, please call us on 0208 2888 555, Use our Live Chat facility available on all webpages between 9am and 6pm, Monday-Friday or alternatively, you can just contact us with your order number here after placing your order on http://www.span.com/about/contactdiscretion

What is lead time?

When viewing a product on SPAN.COM you will occasionally be informed of a lead time on its availability. An item with a ‘3 day lead-time’ means that it is not currently in stock but if the order is placed with us at that moment, it will arrive with at your door within 3 Working Days. Often we are able to delivery these items before this time and these lead times are provided to give you a maximum delivery window. We make every effort to ensure that our lead-times are accurate and updated constantly. If you have a question about bulk stock ordering, currently availability or stock levels, call us on 0208 2888 555 or alternatively, you can just contact us here http://www.span.com/about/contact


Why does this product have a minimum order quantity?

We at SPAN.COM appreciate that our customer base includes Home, Small Business and Enterprise Business clients alike and tailor a great many of our products to all of these markets. However some items are very specialised or are only available to us from our stockists in minimum order quantities (x5, x10, x20, etc). In the majority of cases, you the customer, will not see these requirements and almost all items available at SPAN.COM at available in quantities of x1 and more. However very occasionally we are required to only make items available in bulk quantities. Please rest assured that all costs are kept as low as possible and that we would not introduce minimum ordering quantities on any item unless it required so.

If you would like to discuss the specific quantities of any item on our website, please utilise the Live-Chat facility on all product pages (available between 9am-6pm, Mon-Fri), call us on 02082888555 or alternatively, you can just contact us here http://www.span.com/about/contact

 


The item I want is on a 28day lead time?

Many of the more specialised items available on SPAN.COM or items that are yet to have a 100% confirmed released date from their manufacturers, will arrive with a ’28 Day Lead-time’, This is often because the item will need to be ordered specially or is only available upon request. Many of these items will also include an option for an express-ordering service next to the Buy Now button .By selecting this option, we will contact the manufacturer and arrange a special shipment of this item to us at SPAN.COM for you to significantly reduce delivery times. This service arrives with an additional payment required and is to cover the cost of speedy, additional shipping from worldwide and not charged with any additional profit factored in.

When viewing a product on SPAN.COM you will occasionally be informed of a lead time on its availability. An item with a ‘2 day lead-time’ means that it is not currently in stock but if the order is placed with us at that moment, it will arrive with you within 2 Working Days. We make every effort to ensure that our lead-times are accurate and updated constantly. If you have a question about bulk stock ordering, currently availability or stock levels, call us on 0208 2888 555 or alternatively, you can just contact us here http://www.span.com/about/contact



Payments & Finance
Can I get discount on bulk purchases?

You most certainly can! We at SPAN.COM understand that those users looking to buy in bulk may wish to haggle the price! From Hard Drives to Cables, if you want to discuss purchasing an item in bulk and possible price reductions, Contact us below with your company details, the item in question and the quantity you require and one of our dedicated sales team with prepare a quotation for you.

Alternatively, you can just contact us here http://www.span.com/about/contact


Do you offer discounts for service personnel?

We at SPAN.COM like to make all shoppers feel welcome and if you have a query about possible discounts for Service personnel, just contact us with your order requirements below and we will be in touch as soon as possible

http://www.span.com/about/contact


How long does a refund typically take?

We at SPAN.COM above all else value gift of customer service and that doesn’t just extend to our customers who wish to keep their orders. If you wish to return an item to us for whatever your reason, then you can return your purchase to us (subject to our terms and conditions here http://www.span.com/about/conditions) and we will try to ensure you receive your return within 2-3 working days of the item being received back. We recommend using a signature based delivery service to avoid delays or items lost in post.


I am outside the UK, do I pay VAT?

We at SPAN.COM truly believe in Worldwide ordering and this intends to making every effort to accommodate your national TAX rules. If you are based in the EU (European Union) and not a registered Business with valid VAT number than you will have to pay VAT. If you are in possession of a valid VAT number, then you will have the opportunity at checkout to provide it and then you will not be required to pay VAT.

If you are located outside EU or are living in UK Channel Islands you are exempt from paying VAT and will not be charged. Our Checkout and Payment systems are thorough and will automatically deduct VAT if you are eligible. Still not sure? Why not call us on 0208 2888555 or alternatively, you can just contact us with your request here before or after placing your order http://www.span.com/about/contact

If I am buying for Charity organisation, do I pay VAT?

We at SPAN.COM like to make all shoppers feel welcome and if you have a query about possible discounts charitable organisation or VAT exemptions, just contact us on 0208 2888 555 with your order requirements below and we will be in touch as soon as possible. Alternatively contact us via the link below:

http://www.span.com/about/contact


How do I apply for a credit account with SPAN.COM

If you are interested in applying for a credit account with SPAN.COM, We are happy to offer 30-days credit terms on receipt of official Government & Educational purchase orders. Alongside this we can also offer 30-days credit to larger businesses and institutions, subject to approval and minimum order values.

If you would like to enquire about eligibility and application of your credit account with SPAN.COM today, call us on 0208 2888 555 or alternatively, you can just contact us with your request here before or after placing your order http://www.span.com/about/contact

.

What payment methods do you offer?

When placing an order at Checkout a number of Payment methods are available to you. Chiefly you can choose between WorldPay and PayPal (no PayPal account is required to use their service). You can pay with most standard Payment, Debit or Credit cards and a full list of covered types are listed at the point of payment for both providers. Alternatively you can select the option for a Bank Transfer or Money Order – these may take longer to process based on your location and are advised for those outside of the UK making larger orders with us. Finally we have the option for collecting orders from our Greater London Based offices in Surbiton. Located in KT6 7QD, it is easy to access by road vehicle, lots of free parking outside in our car park and is even within the travel-card zones for you public transport users – with bus stops and train stations in walking distance. Orders can be placed online with the option of Collection in Person selected at Checkout. No payment will be taken and you can pay via cash or card at our Offices – We accept almost all debit or credit cards, though American express is no longer accepted. For security purposes we are unable to accept payment over the phone or accept payment in advance of the collection.

Additionally, PayPal offer numerous finance options and will offer you credit terms to place an order with us in the most affordable manner.

Have a question about the viability or an order for collection, stock levels or cost of a Same-day delivery? Why not call us on 02082888555, alternatively, you can just contact us with your request here http://www.span.com/about/contact


Can I buy more expensive things on credit?

If you are a home user or small business buyer interested in placing an order with credit based terms, we recommend PayPal Credit options with are available to you at checkout when placing your order with us at SPAN.COM. Alternatively, if you are interested in applying for a credit account directly with SPAN.COM, We are happy to offer 30-days credit terms on receipt of Official Government & Educational purchase orders. Alongside this we can also offer 30-days credit to larger businesses and institutions, subject to approval and minimum order values.

If you would like to enquire about eligibility and application of your credit account with SPAN.COM today, call us on 0208 2888 555 or alternatively, you can just contact us with your request here before or after placing your order http://www.span.com/about/contact


I am VAT registered can I have zero TAX when delivering elsewhere in EU
Yes, please provide valid VAT number during checkout or on delivery address and system will automatically deduct VAT from your order total.

Products
Are all your products brand new?
Yes, unless otherwise stated, all items shown on SPAN.COM are Brand New. Rarely we may sell an ex-display product, but in this case it will be clearly mention that unit is not Brand New and the price will be suitably adjusted.
What does it mean when a product is EOL?

The technological landscape is an every evolving and ever changing place. If you have visited us at SAPN.COM in search of an item that is EOL (End of Life) or Unavailable, then this is because the manufacturer have since released a newer version of this device or that the item in question has ceased manufacturer altogether. We at SPAN.COM will make every effort to inform you of the newer release and direct you as such on every product page. Still not sure? Why not call us on 0208 2888555 or alternatively, you can just contact us with your request here before or after placing your order http://www.span.com/about/contact


What is SPANSTOR build and test?

We appreciate that not everyone is as excited about data storage as us. Sometimes you just want a product that works right out of the box, or perhaps you want to know that the data storage solution you are buying will do what you need. Which is why we offer our completely free and highly recommended SpanStor build service. If you are buying an enclosure with one or more hard drives, we can ensure that everything is in perfect working order before we send it out, once again, at no additional cost. That's not all. We can set up complex RAID structures, install the latest firmware or even construct a custom build from the ground up! Depending on the nature and complexity of the setup you request, this can take from a few minutes to a few hours, all done here at SPAN, thereby saving you time and money.

SpanStor storage puts you in control, with external storage built to your exact requirements. Simply choose a case and the size of drive(s) to go inside. We then build and test this, free of charge, ensuring you get exactly the storage you need.

More information on our Build and Test service can be found via our video here - https://www.youtube.com/watch?v=utbXUWgSIKQ

Visit our build page here - http://www.span.com/spanstor , or just add drives to any enclosure you see on SPAN.COM.


Shipping & Delivery
When and if I will get tracking number for my order?
Yes, when we will hand your order to courier. At that moment you will receive an email with the tracking code and a link.
Are software purchases sent by email or as hard copy?

The majority of software purchases made with SPAN.COM will be sent electronically to you via secure e-mail. However if you wish to purchase the hard-copy or wish to enquire if the software arrives in physical retail packaging, you can contact us via the Live-Chat icon found on all product pages or leave a note in the comments section at Checkout. Thank you.


Can my order be shipped via non-signed for service to reduce a cost?

We at SPAN.COM like to tailor all orders as close as possible to the specific requirements of our customer base. Generally as a rule of thumb, all delivery services offered Worldwide at SAPN.COM require a signature at the point of delivery. Every effort has been made to reduce the cost of our post and packaging and it is with security in mind that we ensure all deliveries are sent on a signature required service. However we appreciate that a lot of customer may be at work or that an order is not requiring any formal signature at the point of delivery. If you require a domestic, non-signature service for your order, please leave a note in the comments section during checkout. Alternatively, you can just contact us with your request here http://www.span.com/about/contact


Which countries are exempt for orders?

We at SPAN.COM are proud to provide cost effective and reliable worldwide shipping, with numerous different logistics companies. We will try our hardest to ensure that wherever you are in the world, that you are only a few clicks away from a delivery from SPAN.COM.


Do you offer same day delivery?

YES! Alongside our cost effective and reliable worldwide delivery service, we also offer Same-day delivery services on almost all of our items (subject to stock). We can provide anything from a Same-day dedicated Bike service all the way up to Lorry based courier delivery on pallets. Prices are available at Checkout and at prices at competitive rates. Have a question about the viability or cost of a Same-day delivery? Why not call us on 02082888555, alternatively, you can just contact us with your request here http://www.span.com/about/contact


Can I choose a specific day for delivery?

You certainly can. Almost all of our offered delivery services are Express Next Day delivery in the United Kingdom, or Express Next Day and Economy 3-5 day delivery across the rest of the world. If you need an order delivered on a specific day, just let us know by leaving a note at Checkout in the comments box. Alternatively, you can just contact us with your request here before or after placing your order http://www.span.com/about/contact .


Do you offer a Saturday delivery?

YES! We live in a 24/7 technological society and us working Joes are simply not home to receive an order Mon-Fri working 9 till 5. We at SPAN.COM have been championing Saturday deliveries for years now and offer this service to almost all items that are purchased from SPAN.COM. You will have the option of Saturday Delivery choice at Checkout on any day of the week (yes, that’s right – any day of the week, so you can plan ahead).


Do you provide a plain label shipping service?

Yes. We at SPAN.COM appreciate that many of our customers are ordering from us to ship to their customers and clients worldwide. In most cases, an element of confidentiality is required and we are only too happy to help. When placing an order on SPAN.COM if you require your order to be shipped ‘Plain Package’ service (that is without a packing note, invoice or as little information pertaining to us as possible), then just mention ‘Plain Pack’ in the comments box at Checkout when placing your order with us. Alternatively you can contact us on 0208 2888 555 with your order requirements and we will be in touch as soon as possible. Alternatively contact us via the link below, before or after you place your order with confidence that we can help.

http://www.span.com/about/contact


Where is my order, it should be delivered?

Thank you for your order with SPAN.COM. All deliver services (unless specifically requested) from SPAN.COM are trackable and require a signature at the point of delivery. When placing your order with us online you will have been invited to create an account. If you login to your account and view the details of your recent order with us, you will find status information alongside tracking information that is available as soon as your item leaves us. If you are having difficulties or a question about the status of your order, call us on 0208 2888 555 or alternatively, you can just contact us with your request here after placing your order on http://www.span.com/about/contact


Can I collect from you directly?

YES! Alongside our cost effective and reliable worldwide delivery service, Same-day UK delivery service and Next Day Delivery service on almost all of our items (subject to stock), we also provide the option for customers to collect their purchase from our Greater London Based offices in Surbiton. Located in KT6 7QD, it is easy to access by road vehicle, lots of free parking outside in our car park and is even within the travel-card zones for you public transport users – with bus stops and train stations in walking distance. Orders can be placed online with the option of Collection in Person selected at Checkout. No payment will be taken and you can pay via cash or card at our Offices – We accept almost all debit or credit cards, though American express is no longer accepted. For security purposes we are unable to accept payment over the phone or accept payment in advance of the collection.

Have a question about the viability or an order for collection, stock levels or cost of a Same-day delivery? Why not call us on 02082888555, alternatively, you can just contact us with your request here http://www.span.com/about/contact


Can I organize my own courier collection from you?

YES! You can arrange collection of an order with arrangement of your order from our Greater London based offices in Surbiton, KT6 7QD. However you will need to arrange collection, booking and paperwork in advance and we will generally request details of the courier for security purposes. We can of course arrange your order to be delivered with our couriers and a full account of costs will be made available to you at checkout.

Have a question about the viability or an order for collection, stock levels or cost of a Same-day delivery? Why not call us on 02082888555, alternatively, you can just contact us with your request here http://www.span.com/about/contact


Can I have my order delivered to a BFPO address?
Yes we do deliver to BFPO (British Forces Post Office) as long as parcel weight is under 2kg.


Unit 19,
Red Lion Business Centre,
Red Lion Road,
Tolworth, Surbiton,
Surrey,
KT6 7QD
England -UK
SPAN.COM
New Malden
Kingston Upon Thames
Esher
Hampton
Thames
Ditton
Richmond
Wimbledon
Teddington
Earlsfield
Mitcham
Croydon
SPAN.COM local MAP

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