FAQ's

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Placing Orders

What happens if I placed an order and I want to change it?
If you realise that you need to change your order for any reason, please feel free to call our Sales Team on 01443 475539 or email us.

Will I be kept informed of my order progress?
As soon as you place an order via our website, you will receive a notification e-mail. You will receive another e-mail once your order has been despatched.

What happens if I want to cancel an order?
If you wish to cancel your order, please feel free to call our Sales Team on 01443 475539 or email us.

Delivery

What are your delivery charges?
Delivery is free on all orders over £175, otherwise there is a small charge of £5.65 ex VAT (£6.50 inc VAT) to cover the safe delivery of your goods.

Once I have placed an order, how quickly will I receive my goods?
For all orders placed before 2pm we aim to deliver to you within 3 working days. If, for any reason, there is going to be a delay with your delivery, we will inform you as soon as possible and also keep you updated with delivery schedules.

What does 'Direct Delivery' mean?
'Direct Delivery' is the term we use to tell you that a product will be delivered to you directly from the manufacturer. This means that we have to liaise with you and the manufacturer to establish a delivery date to best suit you. Fridges (for example) are direct delivery items.

Registering with Firefly

Why should I register with Firefly?
By registering with firefly you will have the ability to purchase via our website as well as benefiting from web-based special offers and regular updates on new products.
How can I apply for a 30 Day Account?
You can apply for a 30-Day Account by clicking here, completing and faxing back our 30-Day Account form to 01443 473379. Once your account application has been approved, you will receive a notification e-mail.

Payment and Security

How can I pay for my order?
Payment may be made using the following methods :

30 Day Account

PayPal

Google Checkout

Cheque

Credit or Debit Card

Pharmaceutical Items

Why can't I buy Pharmaceutical items?
Only GMC registered 30 Day Account holders are able to buy pharmaceutical items from us. As well as being an account holder with us, you will also need to complete a Prescription Only Medicine (POM) form which will need to be validated by us before you can order pharmaceutical products online.

Does Firefly Medical Ltd have a Pharmaceutical and POM licence?
The Medicines and Healthcare Products Regulatory Agency (MHRA) have audited and licenced Firefly Medical Ltd to supply Pharmaceutical products and Prescription Only Medicines.

Testing and Calibration

Can you arrange for the testing and calibrating of my equipment?
Yes. We work very closely with TAG Medical who are a nationwide long established medical equipment testing and calibration company. For more details visit our Testing and Calibration section. Alternatively, apply for a quotation today.

What is the cost of the service?
A half-day rate which includes up to 25 medical items = £295 + VAT.
A full-day rate which includes up to 60 medical items = £445 + VAT.

How often do we need to have our equipment checked?
Annually.

How does it work on the day?
A TAG engineer will test and calibrate all of the medical items specified on your quotation. Extra equipment can be tested on the day if required. Ideally if the engineer can be set up in a spare room and the equipment be set out or brought here then this would be very helpful. Items that cannot be moved, e.g. vaccine refrigerators and some types of scales will be tested at their location.

Are your engineers qualified?
All of TAG's engineers are trained in-house. Their qualifications have been devised with the help all of the major manufacturers.

How long will I have to wait for an appointment?
Usually TAG will be able to offer you an appointment within two weeks. At busier times it may be slightly longer, however, you will never have to wait longer than one month. If you would like a specific day or date then please do contact TAG in plenty of time so that they are able to accommodate you.

When should I expect to receive my certificates?
You will receive a comprehensive certification pack at the end of the day with a summarised front cover sheet detailing everything that has been carried out.