FAQs

Products

Yes, unless otherwise stated, all items shown on SPAN 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.

 

The technological landscape is an ever-evolving and ever-changing landscape. If you have visited us at SPAN 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search of an item that is EOL (End of Life) or unavailable, then this is because the manufacturer have since released a newer version of this device or that the item in question has ceased manufacturer altogether.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 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 020 82 888 555 or alternatively, you can just contact us with your request before or after placing your order.

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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:

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Orders & Returns

Orders & Returns

What is your return policy?

For more information on returning an order you placed with us at SPAN, please check out the details on our terms and conditions page;

SPAN’s Terms & Conditions

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!

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, please contact us on 0208 2888 555, alternatively, you can just contact us with your request here.

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.

We at SPAN are fortunate enough to be a step 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 before or after placing your order.

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Thank you for placing your order with SPAN. 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, 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.

When placing your order with us at SPAN, 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 SPAN as 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.

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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 and 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.

Generally all prices listed on SPAN 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 do not compete with our competitors on price, but in service.

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.

Contact

We at SPAN 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.

At SPAN we 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.

Contact

At SPAN we 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.

Contact

At SPAN 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, 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!

Of course. Until your order leaves us here at SPAN, 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-9am 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.

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Don’t panic! At SPAN westrive 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, at SPAN we 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.

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When viewing a product on SPAN 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.

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At SPAN we 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 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 020 82888 555 or alternatively, you can just contact us here.

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Many of the more specialised items available on SPAN 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 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 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.

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Payments & Finance

You most certainly can! At SPAN we 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

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.

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At SPAN we value  customer service above all else – 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) 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.

At SPAN truly believe in a 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.

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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.

Why not call us on 0208 2888 555 or alternatively, you can just contact us:

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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 before or after placing your order

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When placing an order at our 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 0208 2888 555 or alternatively, you can just contact us with your request before or after placing your order

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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. 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 today, call us on 0208 2888 555 or alternatively, you can just contact us with your request here before or after placing your order.

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Yes, please provide valid VAT number during checkout or on delivery address and system will automatically deduct VAT from your order total.