Frequently Asked Questions
(blog last updated 20/02/2012)
Our product collection has been very well received Worldwide (especially in the USA where our pocket knife is a huge hit) and we have received many thousands of email questions relating to orders.
Therefore, please try and use the FAQ list below to answer your questions swiftly and efficiently (if you have any additional questions, please email us and our trained customer service team who will try and answer your questions by return email):
LATEST NEWS
Cardsharp 2 utility knife has been shipping in volume since 7th December 2011 (you should receive an email including tracking information within a few days from placing online order) - see unboxing video here. 98% of backlog of orders have now been shipped and the remaining 2% are due to be shipped by end of February 2012. If you have not received your knife for some reason, please email us and we will do all we can to track your order and advise status by return.
Eon Extreme flashlight (new improved version) is now due to ship by end of February 2012 (UPS can ship Extreme to most locations worldwide within 48 hours) - sorry for delay in shipping this item - if you are not happy to wait for this product, please email us and we can immediately refund your payment.
If you have received a tracking number, your goods are in transit and should be delivered within a few days.
We now offer Cardsharp 2 utility knife with your name and/or message custom laser engraved - please see here.
Due to popular demand we have recently reissued our Eon Classic eco-flashlight (the world's first torch/flashlight to use superbight white LEDs) - please see here.
Eon Classic is also available including customer laser engraving - please see here.
In addition, we now offer a bundle deal including Cardsharp Black plus an Eon Classic which saves considerably on shipping and cusomization costs.
AFFILIATE PROGRAM
Affiliates of Iain Sinclair Design can make money advertising our products using a specially provided link that allows them to earn 20% of all purchases made during shopping sessions generated from that link. If you are an individual (not trade organisation) interested in becoming an affiliate of Iain Sinclair Design, please contact us using the simple form here and we will contact you ASAP.
AMENDED ORDERS
If our distribution team has already packed and shipped your order, we are unable to amend your order details. However, if your order has not been packed and shipped, our distribution team will happily change your order information - If you would like to amend your order, please fill out the simple web form here and we will amend your order ASAP.
CANCELLED ORDERS
If our distribution team has already packed and shipped your order, we are unable to cancel your order details. However, if your order has not been packed and shipped, our distribution team will happily cancel your order information - if you would like to cancel your order - please fill out the simple web form here and we will refund your money ASAP.
We are unable to cancel of refund products that have been ordered including custom laser engraving as they cannot be used for other customers.
CUSTOMER FEEDBACK
To help us improve our service, the Iain Sinclair team would be very grateful of any feedback - please fill out the simple web form here and we will listen to your feedback.
DELIVERY LEAD TIMES FOR ALL ORDERS
Cardsharp Utility Knife (natural blade) - this product is now in mass production:
All new orders are due to be shipped by within 28 days of online order being made.
Majority backlog orders are now shipped.
Cardsharp Utility Knife (black blade) - this product is now in mass production:
All new orders are due to be shipped by within 28 days of online order being made.
Majority backlog orders are now shipped.
Eon Extreme Flashlight - this product is now in mass production:
All new orders are due to be shipped by within 28 days of online order being made.
Majority backlog orders are now shipped.
Poco Pro Camera - TBA.
Poco 3D Camera - TBA.
If you receive a 'Processing' message from the Dashboard section of our online store, we have received your order ok.
Sinclair ship to most territories worldwide and we expect to issue customers with tracking numbers as soon as your order is ready to ship. Once you receive this confirmation that your order has been shipped, please use the following courier web sites for tracking information (please note: some courier companies take a few days provide information):
Cardsharp knife: http://app3.hongkongpost.com/CGI/mt/enquiry.jsp
Eon Extreme flashlight: http://www.ups.com/tracking/tracking.html
Poco camera collection: http://www.ups.com/tracking/tracking.html
DISTRIBUTION & WHOLESALE INQUIRIES
If you are interested in becoming a distributor or wholesale for Iain Sinclair products, please fill out the simple web form here.
INVESTOR RELATIONS
If you are interested in investing in Iain Sinclair Design Ltd, please fill out the simple web form here.
PRODUCT & PACKAGING
All products are currently shipped in high quality slimline eco packaging - please see these unboxing videos:
PAYMENT METHOD (using SagePay)
We use a service called SagePay to process our online payments. This is a well established and reliable provider with a good reputation. We ask that customers enter as much information as possible when making payment through this service to lessen the chances of a transaction being rejected. This includes address, postcode, CV2 code and 3D secure password (these options may not apply to all countries and our systems will take this into account).
We are expecting to introduce more payment options soon (such as Amazon payments) but have no plans to revisit using Paypal at this time.
If you need assistance with ordering, please phone us on: 0044 (0)117 954 4026 (9am-6pm BST time).
PROMOTIONAL & CUSTOMISED INQUIRIES
We have had many requests for customised products e.g laser engraved etc and will be introducing this option for public and trade in the near future.
If you are interested in this service, please contact us here.
RESERVATION DEPOSIT STATUS (2010 Paypal customers only)
All customers who placed an early deposit using Paypal should by now have had their deposit refunded into their Paypal or bank account (Sinclair have not used your deposit money at any time).
Please place a new order here (as a priority customer, your early position in the order queue will still be held).
Please note: Paypal customers who ordered between December 2010 and January 2011 paid a 50% reservation deposit only.
For example, if you paid a £7.50 deposit to reserve a Cardsharp utility knife (RSP £15), this 50% deposit has been refunded and the new price will be £15 plus £2.75 for posting and packaging - please see original Paypal order page term example screen shot links below (we have never offered a discounted rate for these early customers).
http://www.iainsinclair.com/paypal_eon.jpg
http://www.iainsinclair.com/paypal_poco3d.jpg
http://www.iainsinclair.com/paypal_cardsharp.jpg
http://www.iainsinclair.com/paypal_pocopro.jpg
REFUND POLICY
If faulty we will replace - please see section 13.3 and 13.4 of the terms and conditions page on our web site at: http://www.iainsinclair.com/terms.html.
We are unable to cancel of refund products that have been ordered including custom laser engraving as they cannot be used for other customers.
RETAIL, INTERNET & MAIL ORDER INQUIRIES
If you are interested in becoming a retailer (including Internet or Mail Order) seller, please contact us here.
SHIP COST
Sinclair ship to most territories worldwide using a trackable service. Shipping is charged extra at cost at the following rates (we are not yet able to offer discounted shipping for multiple items as it actually costs us more to ship in some instances):
Cardsharp utility knife: £2.75 per unit
Eon Extreme flashlight: £10 per unit
Poco Pro camera: free - no charge
Poco 3D camera: free - no charge
TRACKING YOUR SHIPMENT
Cardsharp 2:
Cardsharp 2 orders are shipped from Hong Kong via Hong Kong Post and then your countrys national postal service. Orders are shipped as soon as possible. Once an order is shipped a confirmation email containing tracking information is automatically sent.
To track an order, please enter your tracking number into the relevant section of the Hong Kong Post website which can be accessed here. Sometimes there is a delay of a day or two before a shipped order is uploaded and becomes available on the Hong Kong Post website. Once your order has left Hong Kong, it can be tracked using your countrys national postal service using the same tracking number. The Hong Kong post website offers a dropdown list which includes most countries postal services.
Please allow 7-10 working days for delivery. If your parcel has not arrived after this time, the most efficient option is to contact your local postal service directly. In most cases the item will have been held or undelivered and is awaiting redelivery/collection. If your postal service have not received the item then please contact Iain Sinclair Design Ltd directly and we will be happy to assist you.
EON EXTREME flashlight and POCO cameras:
Other product tracking - as soon as you product ships, you will be emailed a tracking number that can be entered at the following links:
Eon Extreme flashlight: http://www.ups.com/tracking/tracking.html
Poco camera collection: http://www.ups.com/tracking/tracking.html
