Below you will see a list of our most frequently asked questions, however if you can’t find what you’re looking for, please email us – [email protected] or call us on 0800 246 1939 - between 9:00 and 17:30, Monday to Friday, and we aim to answer all calls within 15 seconds. If calling from outside the UK please call +44 161 974 7189.
Please note that technical support for products purchased from us is via the technical support form at this link: https://info.telmenow.com/technical-support-form. By providing us with the details in this form, we can ensure that you get the best most accurate support in a timely fashion. We aim to come back to you by email or telephone within 1 working day
Q. How can I order from telmenow.com?
A. You can either place your order online via the website by clicking 'Add to Basket' on the product you wish to buy or by ringing our Customer Service Manager on 0800 246 1939.
Q. Can you help me choose the right products?
A. Our friendly team love to provide free and independent advice to help you make the right choices. Just call our helpline on 0800 246 1939 or email us as [email protected].
Q. If I can’t find the type of product I need, what do I do?
A. Please contact us! As a result of the extensive list of manufacturers and suppliers we work with, even if something is not listed on the website we will try very hard to track it down.
Q. What are the steps in placing an order on telmenow.com?
A. We have tried to make our ordering process as simple and safe as possible. Once you have submitted your order and payment details from the website, we will immediately send you an acknowledgment email to say that we have received your order request. We will then order all of the items within your order request and send you a confirmation email with expected delivery date.
Q. How can I pay for my order?
A. We use Sagepay to provide a secure online payment processing service for Visa and Mastercard debit/credit cards, as well as American Express. You can also use your PayPal account if you prefer. We have recently added Pay with Amazon, which allows you to checkout using the details for your Amazon account. We also accept direct debits via GoCardless for regular monthly payments such as monitoring services. We do not store your card details on our systems as we believe this is more secure for you.
Q. Why are some prices shown excluding VAT as well as including VAT?
A. The good news is that HMRC rules permit the zero rating of VAT of certain goods and services supplied to people with a disability or long-term condition for their own personal or domestic use, and we make it really easy for you to claim this. If the customer who will be using the products qualifies for this relief you should say 'Yes' to 0% VAT in your shopping basket and complete the declaration. More information on this is available from the HMRC website or you can contact HMRC’s disabled relief helpline on 0300 123 1073.
Q. How can I buy eligible products without VAT?
A. Just add the product to the basket as normal and then fill out our VAT exemption form, which will appear underneath the product in the basket if it is eligible.
Q. If I want to buy a VAT exempt product over the phone can I still get it VAT exempt?
A. Yes, but before the order is placed we will need you to complete a form, which will be emailed to you. Once that is completed and returned, we can place the order.
Q. When will my monitoring start?
A. The monitoring company will be contacted by the installer on the day of the installation to check that everything is working correctly and that the monitoring centre can receive your alarms. The monitoring centre will then ask to speak to you to confirm and add to the information they have, so that if an alarm is raised they have all the necessary information to act on it, according to your wishes.
Q. Where can I get suitable SIM cards?
A. Some of our products require a mobile SIM card and wherever this is the case it's clearly shown in the product description. We've formed a partnership with Cable.co.uk the leading independent website to give you an easy way to compare mobile SIM deals, you can see the sort of offers available by clicking here.
Q. Is my data safe with you?
A. At telmenow.com we are critically aware of the need to reassure our customers on this point. We are registered with the Information Commissioners Office and comply with all aspects of the Data Protection Act. All customer data is held in highly secure, accredited data centres and we do not sell your personal data to third parties. We use Sagepay, the leading provider of online credit card payments to take your card payments so that we do not have to store your card details on our systems. In addition all of your transactions are protected by the site security certificate so that the information you provide is encrypted.
Q. What languages do you support?
A. We operate in English at telmenow.com, but please contact us if you are having difficulty understanding any of our services.
Q. I don't live in the UK, can I order from telmenow.com?
A. Please contact us ([email protected] or phone +44 161 974 7189) for us to advise you on this.
Q. How much do you charge for delivery?
A. Standard delivery is £4.50 inc. VAT (£3.75 ex. VAT) within the United Kingdom. Please contact us via email ([email protected]) if you are looking for a delivery outside of this area, or if you would like a non-standard delivery service.
Q. How long does delivery take?
A. We work very hard to deliver your order promptly and will aim to deliver all items within 3 working days. As an example, this means that if your order is received by 2pm on a Monday then you should receive it by Thursday, whereas if the order was received after 2pm it would be delivered by Friday. Please contact us directly if you would like a faster delivery, which would be chargeable.
Q. Can I order for delivery and installation at another address?
A. We quite often get this request, for example when a son/daughter wants to purchase equipment for their parents. Simply provide your address as the billing address and the required delivery/installation address as the delivery address.
Q. Can I have everything delivered to me but installed at another address?
A. Please make this clear on the ‘Delivery Note’ section of the order form, or contact us to arrange this.
Q. Can I nominate an alternate contact for deliveries?
A. Yes, if you would like to give us permission for an alternative contact in case of difficulty reaching you, please make this clear on the ‘Delivery Note’ section of the order form.
Q. How much do you charge for installation?
A. As we know that many of our customers will prefer to have a professional installation service, we have negotiated very competitive charges on your behalf. The standard charges are £84.98 (including VAT) for up to 5 products, and £109.98 (including VAT) for more than 5 products (at a single location). These charges will be calculated for you in your shopping basket when you tick the installation option, and are also eligible for zero-rated VAT if you are requesting installation of a product which is eligible for zero-rated VAT. There are certain regions where we have to provide a special quote for installation, and this will be highlighted in your shopping basket if it applies to you.
Q. When will the installation of my products take place?
A. The installer will contact you to ensure all the products you’ve ordered have been delivered and arrange an installation date with you. Typically we expect all products to be delivered within 3 working days and the installation to take place within a week after this.
Q. Who does your installation?
A. Our installation is done by a company called Orbis Protect who have over 600 engineers working throughout the UK. Orbis is the market leader providing property and people protection in a range of sectors with a diversified client base and is the trusted partner for a number of local authorities and housing associations as well as a large number of private sector organisations from large supermarkets chains to private property managers.
Q. Can I get the installer to install products I have purchased from other companies?
A. We work very closely with our installers to ensure that the products they will install, that have been purchased through telmenow.com are of the best quality, will work together and not create interference for each other. As a result of this, the installer will not install any products not ordered through telmenow.com, simply because we cannot then provide these commitments.
Q. What is your 'no quibble satisfaction guarantee'?
A. We want you to be 100% confident in placing your business with us, which is why we offer our no-quibble money-back guarantee. We can do this because we are totally confident in the products we offer and the outstanding customer service we provide - simply return the product to us in its original packaging within 30 days for a full refund.
Q. What about returns and warranty repairs?
A. A link to our returns policy can be found here. We have negotiated a minimum warranty of 12 months for all our products, and with our no-quibble satisfaction guarantee you have the right to return an unwanted product within 30 days. Please let us know as soon as possible if you are having any issues with your products and we will always do our utmost to help.
Q. How should I return a product?
A. With faulty products if these are returned via Royal Mail either 1st or 2nd class tracked, we will reimburse the postage costs to you. We would always advise sending it tracked as we cannot accept liability for anything lost in transit.
Protelhealth Limited is registered in England, company number 08761079.
Registered office: Protelhealth Limited, Stockport Business & Innovation Centre, Broadstone Mill, Broadstone Road, Stockport, SK5 7DL, UK