FAQ

Here we hope to answer some of the questions that you may have whether you are a new account with us wishing to know a little bit more about us, or if you are a long standing customer of J & R Sports and need assistance.

I want to order an item, but there is no price shown or option to add it to my basket?

As we operate on a B2B basis, in order to see stock information and make purchases, you must have a registered account with us. If you have previously registered your information and your account with us has been confirmed, you can login using the email address supplied during your application and the password which was sent to you. If you have not requested an account with us, you will need to do this by clicking here.

I've completed the online account application but I have not received my log in details?

We appreciate you taking the time to fill out the application form. Please note that this can take up to 72 hours for your account to be set up on our B2B as it is not an automated process. As we supply some of the most in demand products in our market sector, we receive a high level of new account enquiries daily and as such it is not possible to respond to every enquiry immediately. You will be contacted if further information is required and if you have not heard from us within 7 days of submitting your application, we would suggest contacting us on 0151 523 0500.

I have received my log in details but have forgotten my password - can you reset it for me?

Unfortunately, we are unable to do this as we do not store passwords for each account. We would suggest that you click the Forgotten Password link on the page where you would normally log in. You will then be sent an email containing instructions on how to reset your password.

How do I find the products I want?

There are a number of ways to search our website to find the items you want. Using the Search bar on the right hand side of the screen allows you to input a string of text - this can be a product name or partial description, click Search and if it matches with any products on our site they will be displayed on the page. Alternatively if you know the product code for the item you require, use the Quick Order option above the basket icon on the right hand side.

The item I need is for a customer order - can I hide the prices to show them the image?

You can do this, but at the moment you would need to ensure that you were logged out of your account so as no trade information is visible to them.

What if the item I searched for isn't listed?

You could try using less keywords or generalising your search. If you know the brand you want, use the task pane on the left hand side to search within a brand.

I have a list of products that I need, do I have to search for each product separately?

No. we want to make your ordering experience as quick and easy as possible so we have the CSV Order Upload facility to help you. If your order is in a simple Microsoft Excel format you are able to upload this to our website and the necessary items will be added to your basket.

What is a CSV Order File?

A CSV File is a very simple table, like the one shown below, in Microsoft Excel containing the product codes and quantities of the items you require.

When saving the file it MUST be saved in the .csv format. This is easily done when saving the document to your computer. When using the save feature, name the file so as it is relevant to your company and underneath the box to input File Name you need to change the file type to CSV (Comma Delimited) and continue to save. Then using the CSV Order Upload tool, find the destination of the saved file, select whether your document contains header rows (the above example does, and are shown in bold), and click Upload. It may take a few moments depending on the size of the file, and when completed will say View My Basket.

Not all the items from my order are in my basket?

It is possible that the item you are trying to order is out of stock, or that the product code you have entered is incorrect. If this is the case you will be notified in red type at the top of your basket and we would suggest that you check the notifications prior to continuing your order. If you are certain that the item you have ordered is in stock we would suggest checking that the product code is correct and using a different method to search for the item.

I can't find the item that I want, what do I do next?

Whilst the majority of our products are listed on our website, it is possible that smaller items (axle bolts, spacers etc) may not yet be listed. If you come across something you need that is not listed then you can give us a call on 0151 523 0500 and a member of staff will be happy to assist you.

Can I re-order recently purchased products?

Yes, you are able to re-order your top purchased products by going into the Your Account tab along the top header row and clicking on Your Top Products. A list will then be displayed of your frequently ordered items that you can sort by quantity ordered or alphabetically. Alternatively, you can use our Quick Order facility if you know the product code of an item.

I've found the item that I want, how can I add it to my basket?

Input the quantity that you require and click Add to Basket. If you require multiple items from the same department, you are able to input the individual quantities on the main page, click Add to Basket and all of the items with specified quantities will be added to your basket.

How do I check what's in my basket?

The total of your basket is shown on the right hand side of the screen and is recalculated each time a product is added. The price shown is exclusive of VAT but includes a carriage charge for a Small Post Item (Please see Which carriage charge do I need to choose below for more information) To see which items you have added, click the Your Basket icon on the top right of the page and a full breakdown of costs and items will be given, along with the option to amend quantities and remove items completely from your basket. To return to the page you were previously viewing, use the Continue Shopping button.

The item I want is out of stock, when will it be available?

Our website is linked to our stock control system and is updated regularly throughout the day. When an item sells through, there will be one of two icons displayed. If the Back Order icon is visible this means that we are expecting to receive stock of this item again and you are able to pre-order. If the Out of Stock icon is present, this can mean that we do not have any orders placed with the factory at this time and we would advise you to call our sales team on 0151 523 0500 for further information.

How can I see what new items you have?

Under the New and Pre-Order sections of our website are where you will find information about new products and place pre-orders for them. When new items come into stock you will no longer need to pre-order them, but you will still find them in the New section for around six to eight weeks.

Do I have to pre-order new items?

Not always, but it is recommended that you do. We have a number of very popular brands which release new and sought after items and have found that they can sell out very quickly, so to avoid disappointment we suggest that you order early.

Ok, I've ordered everything I want - what next?

When you are happy with the items in your basket, click Go to Checkout. You will then be able to select your address from the drop down list, or if it is an order to be sent direct to the customer, enter their full details including contact number. Next you will need to select your delivery options (See - Which carriage charge do I need to choose below), add any delivery instructions (e.g. Top Buzzer, Closed Mondays, Open From etc) and select your requested dispatch date. Please note that at busy times we will endeavour to dispatch your order on the date specified, however this may not always be possible and we will advise of this at the time of confirming your order via email. When you have completed the form, the next step is to review your order, provide us with a reference number, check the box to confirm your agreement with our Conditions of Sale and click Place Order. When we receive your order at our offices, we will then email you to confirm your order and estimated dispatch date.

You used to offer a free carriage option - do you still offer this?

Yes we still offer our carriage paid option to our customers. If you are based within Mainland UK and have spent over £350.00 excl VAT, then we will ship your order on a standard service using the appropriate carrier.

Which carriage option do I need to choose?

Our older customer base will remember our Direct Dispatch cost Schedule that was included in our pricelists. As times change we have tried to keep our carriage options the same to avoid confusion, but inevitably we have had to make amendments. There is a downloadable copy of our current carriage charges available (at the top of this section) which gives a little more information on the restructuring of our charges. Our current charges are as follows:

• UK Mainland Orders over £350.00 excl VAT - Free
• Between £200.01 and £349.99 excl VAT - £9.00
• Up to £200.00 excl VAT - £11.00

• Small Post Items <1.0 Kg (Royal Mail Recorded Delivery) - £6.50

• Channel Islands, Northern Ireland & IOM Orders Up to £500.00 excl VAT - £48.00

• Channel Islands, Northern Ireland & IOM Orders Over £500.01 excl VAT - £36.00

Our carriage charges are not limited to the above and should you require a single bolt, wheel spacers or bearings we will of course send these to you. If ordering via our B2B please select the Small Post Item charge and if there is a cheaper option we will manually amend your order to reflect this. If however you are located outside Mainland UK there are different carriage options available and the types of service offered varies as does the cost and we would suggest contacting the sales team on 0151 523 0500 and we will be able to advise the best shipping cost/option.

After submitting my order I've realised that I've missed something - can I add it on?

Yes you can add items to your order after placing it, providing we are notified in time and the packing process has not begun. However at busier time this may delay your order slightly, we will always try to accommodate your requests but please be aware that this may not always be possible.

How correct are the prices of the products?

The price you see on our website is the price that you will pay. From time to time we do have to raise the cost of items, but you will always be given prior notification of this and the effective date of increase.

Do you offer a discount?

No. We feel that we offer the best prices available and don't need to discount further. We do on occasion wish to clear stock quickly. This could be for many reasons and details of these items and prices available can be found in the Clearance Deals section of our site.

Do you have a minimum order quantity/value?

No, we value every order we receive. Although with certain brands we ask that a minimum carton quantity is ordered (i.e. Renner, Madd Skateboards and Tony Hawk Skateboards which are packed in cartons of four but can be mixed across designs and models), but this is for shipping purposes only. We offer our customers a free standard carriage service on orders with a value of over £300.00 excl VAT but we will send even the smallest bolt at your request.

Can I pay online for my order?

Unfortunately this is not a service that we offer at the moment and your normal payment terms apply. If you trade with us on a pro forma basis you will be sent a pro forma invoice on receipt of your order at our office, you can then contact us as normal to make payment. Alternatively if you trade with us on a credit account your invoice will be sent to you via the normal method, post dispatch of your order with your payment terms noted on the invoice.

When will my order arrive?

We will endeavour to dispatch your order on your requested date and will take into consideration any additional information (e.g. opening days/hours). We have collections from two major carriers each day and dependant on the number of cartons, your order will be dispatched on either a 24 or 48 hour service. Upgrades are available at an additional cost and may apply to carriage paid orders. Please note that we cannot be held responsible for delays in delivery.

My order has arrived and there are items missing.

Whilst we try to ensure that we send your order complete, there may be occasions where we are unable to do so. We would recommend checking your emailed order confirmation to see if the product has been included on your confirmation and whether we have notified you of any out of stock or delayed items. If this is not the case please accept our apologies and call our sales team on 0151 523 0500 or email sue.laidlaw@jandrsports.co.uk within three working days of delivery and we will be happy to provide assistance.

The product image on your website is different to the one I have received.

Manufacturer's specifications are subject to change and we will try to keep the website as up to date as with these changes as we can. If you are unhappy with the product that you have received please call us to discuss.

You've sent my customer an item that they don't want, can they return it?

If we have sent the items directly to your customer using a Direct Dispatch service, then our usual Direct Dispatch Terms and Conditions apply and the item can be returned to us for credit.

I've ordered an item specifically for my customer and they have changed their mind. Can I return it?

Unfortunately not, if we have sent the item to you and the item received is correct as per your order, then we are unable to accept a return.

The product I have received is faulty/damaged how can I return it?

We are sorry that you have received a faulty/damaged item. We would request that you contact us within three working days for a damaged item or as soon as the fault becomes apparent. Please contact our Customer Service Department on 0151 523 0500 or email uksupport@jandrsports.co.uk for further advice.

Can I use images from your site for my own website?

Yes you are able to do so but limitations apply. The use of the J & R Sports logo and associated devices is PROHIBITED without expressed written consent. The use of brand and product images from our site is permitted and welcomed, however the use of these to present the brands in a way that is detrimental to the companies is also PROHIBITED.

I need to update my account information, can I do this online?

Unfortunately not. We would require you to email us to notify of any changes to your company name, address, contact details and any other changes that you think we need to be aware of. If you update your details using this site without informing us, the information is NOT passed back to our system and this may result in deliveries being sent to incorrect addresses.

E&OE