Help and FAQ's
General
What is Tigris Wholesale?
Tigris Wholesale is a wholesale company which supplies a broad range of musical instruments and children's toys. We supply exclusively to trade, and can either drop-ship to your customers or deliver directly to your warehouse/shop.
Who is tigriswholesale.com for?
Tigriswholesale.com is a website exclusively designed for traders. It enables traders who are registered with us to purchase musical instruments and toys. Many of our customers opt for drop-shipping, which means that products ordered from us are shipped directly to their customers. This allows our traders to make the sale without having to invest space and money in stock.
How do I register with tigriswholesale.com?
Simply apply for an account and, once your trade credentials have been verified, you'll have access to our library of images and sample descriptions which you can use to advertise the products. You'll also be set up on our online ordering system, which allows you to place orders and ship to your store, or directly to your customers.
Pricing
Can I view your price lists?
For reasons of confidentiality, only traders registered with Tigris Wholesale have access to our prices. Once your application has been accepted, you will be able to log-in to your account and view our full product range alongside the current price for each item.
I now have an active account with Tigris Wholesale - will I receive discounted prices?
All prices you see when logged in are the current prices for each item, and they are priced specifically for sale on a wholesale basis. We continually review our traders' prices to ensure that they are receiving the best possible deal, so the optimum way to obtain the largest possible discount is to buy in bulk, buy frequently and operate with as little direct support from us as possible.
Do I have to sell at a set price, or use your images or descriptions for my product range?
No, you can set your prices as you wish and images and descriptions are provided purely as a guide.
Ordering from Tigris Wholesale
Is there a minimum order quantity?
We will need to prove that you are in the trade by confirming your business details, but once your account has been set up, there is no minimum order quantity.
How do I place an order?
Once you have applied for an account with us and been accepted, you will be able to log-in with your chosen e-mail address and password. You can use either the search facility at the top right hand of the screen, or the comprehensive menu down the left hand side, to find and select your desired products. For each item ordered, you will need to enter a billing address (this should be the billing address registered to the card with which you are paying) and a delivery address. If you are opting to have your item shipped directly to your customer, you will need to enter their address in this field. If you are ordering a number of different items for the same customer, you can opt to add multiple items to the same cart, which saves entering the same information repeatedly. Once you have completed your shopping, you will be able to proceed to checkout. Your total costs, including an itemised breakdown showing tax and shipping, will be shown for you to check and confirm, and once you're happy with the details, you can submit your payment online. As soon as your order has been successfully received on our system, you will see the 'success!' page and a confirmation e-mail will be automatically sent to your e-mail address.
What are your payment terms?
All products must be paid for before dispatch, using paypal, or a credit or debit card.
Do you offer credit?
No. We are not presently able to offer a credit facility.
Can you ship abroad?
Yes. We supply traders in a wide range of European countries - please see our delivery section for more details on this. The delivery country must be selected from the drop-down menu when you are adding items to your cart. If the country to which you desire to ship is not listed, we are not currently able to ship there.
What about delivery charges?
We charge delivery at cost price. Delivery charges are based on the exact items ordered, the quantity of items ordered and the address to which they are being delivered. You will be able to review the total delivery cost for your order as you proceed through checkout, before you make any payment.
What order information can I expect to receive from Tigris Wholesale?
On placing an order, you will normally receive an order confirmation e-mail which contains the details of your order, together with an itemised breakdown (including tax, shipping etc.) of your costs. As soon as your item is shipped, you should receive a second e-mail confirming the dispatch and, where relevant, a tracking reference that can be used to view the progress of an order. Please allow around four hours from receipt of this e-mail before attempting to track the shipment, as it will take some time to be logged on the courier's system.
I like to have paper copies of my invoices, is this possible?
You can print out all of your invoice details from the 'my account' pages.
Delivery
How long do items usually take to be delivered?
We aim for a same-day dispatch on all orders placed by 3pm during a normal working week (Mon-Fri). Orders placed after 3pm may be dispatched on the following working day. Delivery estimates will vary depending on the exact delivery address - your confirmation e-mail will contain an estimated delivery date, which in the vast majority of cases will be correct. As a general guide, mainland U.K. deliveries will take approximately one to two working days - they usually arrive the next day. Orders for the Scottish Highlands, Northern Ireland and the rest of Europe can take a few extra days to arrive. Please note that we are never able to guarantee a delivery date and orders placed during characteristically busy periods such as Christmas can result in delays.
What delivery services do you use?
Standard deliveries within the U.K. are normally made by TNT. Orders outside the U.K. are usually delivered by DHL International. For smaller items, Royal Mail may be used. Drivers will attempt the delivery twice, on successive working days whenever possible.
Can you ship to BFPO or PO Box addresses?
We regret that we are currently unable to ship to BFPO or POX Box addresses.
Do you offer Saturday delivery for couriered items?
We are not currently able to offer this option. Please note that within the U.K., deliveries will also not take place on Sundays or U.K. bank holidays. For items intended for delivery outside of the U.K., dispatches will not occur during weekends or U.K. bank holidays.
What happens if an item is delayed?
We cannot assume financial liability for orders that may be delayed in transit, but we will make every effort to work with you and the courier to resolve any problems. In certain circumstances, such as traffic accidents, extreme weather conditions or unforeseen technical problems, we may be unable to fulfil your delivery in accordance with our normal terms. For such exceptions, we may require additional time to fulfil the delivery. Should this occur, we will make our best efforts to deliver your order as soon as we possibly can, or you may opt to cancel and receive a full refund.
What happens if the customer is not present to sign for their item?
In the event that you (or your customer) are not home at the time of the delivery, a card will be left by tthe delivery driver. You can then either wait for the second delivery attempt (usually the next working day) or 'phone the number on the card to make an arrangement to collect from their local depot at a convenient time. The local depot number will be listed on the card that is left by the driver.
What exactly will be delivered to my customers?
Your customers will receive the parcel or parcels that you have ordered, in plain cardboard packaging. The only identifying mark will be the name 'Tigris Wholesale' on the box - this is a legal import requirement.
N.B. We ask that customers do not refuse any item at point of delivery, even if damage appears to have been sustained. We regret that, should an item be returned to us undelivered, we will have to pass on the resulting courier costs. In the event of damaged goods being delivered to you, please see our returns section for advice on the correct procedure.
Will my customers receive any correspondence from Tigris Wholesale?
No. For the sake of efficiency and the environment, all correspondence is in electronic form and will be sent only to the e-mail address registered to your account. There is no paperwork inside the boxes that we ship.
Returns and refunds
What if I change my mind after placing an order?
We operate an automated system which means that orders are typically processed almost immediately upon receipt of payment. While this ensures optimum efficiency for our customers, it does mean that the time window for any cancellations or changes is very small. If, after placing an order, you change your mind please let us know immediately. We will do what we can to accommodate you, but cannot make any guarantees.
Can I return an unwanted item to you?
All sales are final. We cannot accept returns for unwanted items under any circumstances - these must be restocked by the reseller directly.
What if my customer refuses the item at point of delivery?
Please ensure that your customers do not refuse any delivery, regardless of the condition or perceived condition of the package. Should your customer not accept a delivery, we will unfortunately have to charge the fee levied by our warehouse for receipt of the refused item.
What if the item arrives damaged?
Please contact us with photographs of the damage, and we will arrange for a replacement to be shipped plus collection of the damaged product from your nominated premises. There will be no extra charge for this, provided the following conditions have been met:
- All damaged items must be reported to us within 48 hours of arrival to your customer. Please therefore ask your customers to check an item for damage at the point of delivery, and to sign for the item as damaged where necessary.
- All items reported as damaged must have been signed for as damaged. Should the box appear to be damaged, or the time not available to fully examine the item, please advise your customer to sign as damaged in any case. Any item which is not explicitly signed for as damaged will be logged as delivered in good condition, thus rendering subsequent courier claims invalid.
- Photographic evidence clearly showing the damage must be supplied to us before we can proceed with an exchange or credit.
What if my customer does not want a replacement?
In the event that an item is delivered in damaged condition, and the terms listed above have been met, please notify us and we will arrange for the damaged item to be collected. We will then credit your account balance to reflect the cost of this order.
Can I receive a refund directly onto my credit card/bank account?
No - we do not supply direct refunds under any circumstances. Should your customer have received a damaged item for which they do not wish to receive a replacement, we will credit your account balance to reflect the cost of this order.
Are your items protected by a warranty?
All our products (with the exception of graded items which carry a 30 day guarantee), are covered by a twelve month return-to-base warranty against manufacturing defects.
What does 'return-to-base' warranty mean?
A return-to-base warranty means that, should you wish to return an item to our workshop for direct technical inspection and/or repair, this must be done at your own cost. If the fault is found to be connected to a manufacturing defect that could not have been resolved via remote assistance, we will repair or replace the item as necessary and return to your customer free of charge. If, however, the fault is found to be user error or could have been resolved via remote assistance, we reserve the right to charge for labour and return costs as necessary.
What if something goes wrong with the product while it's under warranty?
In the vast majority of cases, replacement parts and/or remote assistance will resolve any issues. We have a dedicated support department which will be able to provide you with technical assistance, including the supply of spare parts - please contact us via support@tigriswholesale.com. In order to ensure that your problem is dealt with as efficiently as possible, please obtain as much information from your customer as you can, including photographs where relevant. Spare parts required due to misuse or damage will be charged. Please note that we are not able to deal with your customers directly.
What if something goes wrong with the product once it's no longer under warranty?
We carry an extensive supply of replacement parts for all our models. These can be purchased via the spare parts section on our website - please simply select the sku which applies to your model to see the parts available for purchase. Should the part you require not be listed, please contact our support department via support@tigriswholesale.com, as we may still be able to source it for you from our factories.
