How the order reaches us
When you order from IHS, you can be assured of our personal service. Your web order will be processed by one of our dedicated customer service representatives. You can therefore be assured that if you put any comments on your order then they will be seen and taken note of.

Your web order is sent by encrypted email to the customer services team who will then enter your order onto our system.

Availability
Our careful stock holding means that the majority of our listed products are available from stock in small quantities. Ask us about availability for multiple copies.

If your order is for products that are not presently in stock, then you will receive an email advising you of this and giving you an expected time scale. As most of our products are sourced from the USA, this will usually be 2-3 weeks and depends on our past experience with that item.

Dispatch
We are usually able to process orders within 1 working day of you placing your order. If you are paying by credit card, we will not charge your card before the items are ready to send.

Most shipments are dispatched by a traceable method of shipping for added security.

We make multiple dispatches at no extra cost as and when items become available, so that you don’t have to wait for all your items to come into stock before receiving a shipment.

When can I expect my goods?
The expected delivery times from dispatch:

UK Standard – Within 3 working days
UK Express – Next working day
Western Europe – Within 5 working days
USA / Japan – Within 7 working days
Rest of World – Within 14 working days

As a customer focussed organisation, we are able to accommodate specific needs with regards to shippers just let us know and we will help if we can.

Receipts/Invoices
Your goods will be shipped with a packing note only. This will show which items are contained and which items are still on order from us.

Your receipt/invoice is sent under separate cover once the shipment has been dispatched unless you have requested in your order comments that we include the invoice with the shipment.

Shipments travelling to outside the UK will include a commercial invoice. This is for customs purposes only. Please refer to the receipt/invoice for any charging/pricing information.

Customs
IHS will ship orders to most countries and as such will ensure that packages with a non UK delivery address are shipped with all required information.

IHS do not include import taxes or duty in our prices as we cannot predict what charge if any will be made in the recipient’s country. The carrier will usually contact you if any clearing charges need to be paid and these must be paid by you.

If you refuse to pay customs charges, the package will either be destroyed or returned to us depending on the value. We will only refund any monies if the item is returned intact to us and any credit will deduct charges paid for us to release the item from customs. We cannot refund for items destroyed by customs through non-payment of charges.

Further Contact
IHS may need to contact you by email regarding your order/enquiry.

We will email you if:
- None of your order is available from stock
- There is a problem with an item ordered
- The shipper cannot deliver your package
- We are unable to obtain payment from your card
- We require further information in order to process your order
- If we need to speak to you about your order
- You have requested a quotation or pro-forma invoice