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How it works:

Every time there is a change in your order's status, an Email will be sent to you informing you of this and inviting you to log in to your account. This information is published online, enabling you to check your account from any Internet connection at any time. The system is partly automated - this keeps the process simpler for us, giving us more time to process your order efficiently. Because of this, we use a set of standard order statuses which are explained below.

Order tracking is only available ONLINE (not via Email or telephone).

• Order received - this is automatically activated after your order is confirmed on our secure server.

• Order In-Process - this lets you know that one of us has read your order details and is processing it. Please do not contact us at this point asking when you will receive the order as, even with the best will in the world, we will not be able to guarantee an exact delivery date. This status lets you know that the order has been passed from computer to human being and we may be preparing to dispatch the order or arranging stock to be supplied within the usual 2 to 10 day time frame. We will let you know directly if your order is likely to take longer, within this time.

• Payment In-Process - stock is available and we are processing your payment, prior to dispatch.

• Awaiting payment - you have selected an "Offline order" which requires a cheque, postal order or bank transfer payment before we can proceed. We have not yet received this and, if you haven't yet done so, please send payment made out to "Superfi" to: Superfi Online, 2 Gauntley Court, Ward Street, Nottingham NG7 5HD or arrange the bank transfer as described, when you placed your order.

• Cheque received - awaiting clearance - your cheque has arrived and we are waiting for it to clear at the bank before we dispatch your order.

• Order partially dispatched - a part of your order has been sent, but a part is yet to be dispatched.

• Order dispatched - your order has been dispatched in its entirety and you should receive it within 2 working days (UK Mainland only).

Other information we provide includes the courier and consignment number of all orders when dispatched, enabling you to track your consignment's progress to your door.

In addition, where we have specific information to relay to you, we can also add this via a "free text field" to your account, enabling us to give you detailed feedback.

Please bear in mind that we are unable to carry out specific checks on orders via Email or telephone - this service is only available online.

PLEASE NOTE: The order tracking service is provided as is. This is an additional facility designed to provide customers with easier access to their orders and is only available ONLINE (i.e. not via Email or telephone).

FAQ:

Q. How do I check progress on my order?
A. You must visit our online tracking system at https://www.superfi.co.uk/login. This is where you will find the latest information. We are unable to provide further information about an order's status via telephone or Email.

Q. I received an update notification but when I follow the link, I cannot log in.
A. With some "Hotmail", "AOL" and other web-based Email suppliers, website links are corrupted when you follow them from within messages. Should you encounter any problems, please try opening a fresh browser window, type in "www.superfi.co.uk" and then select "Login" from the top right of the page. This should work fine.

Q. My username and password aren't working when I try to log in.
A. Please ensure that your browser isn't configured to reject cookies from Superfi.co.uk. You can do this either by changing the overall cookie settings or by adding the domain "superfi.co.uk" to your browser's list of trusted sites.

Q. What if I do not understand what an order status means?
A. A detailed status guide is provided at the top of this page.

Q. I want to know what day my order is going to arrive.
A. Unfortunately we cannot promise a specific day of the week unless you specify a "Saturday delivery" at the point of ordering. This is because we use a third-party service to deliver your order and we are unable to make promises on their behalf.

Q. I've lost my login details and want to check my order's progress.
A. Visit https://www.superfi.co.uk/login and follow the instructions for a forgotten username and/or password.

Q. I tried to retrieve my lost login details but never received an Email. Why is this?
A. The information is sent to the Email address you provided when placing your order. For your privacy and security we cannot and will not send this information to any other address.

Q. I've placed my order, but I'm not receiving any automated messages.
A. Order tracking Emails are automated and so bounce messages (those returned to us as undelivered) generated as a result of incorrectly input Email addresses or automated responses, such as those generated by anti-spam systems, will not be received by us. You therefore need to input your Email address carefully and to set any spam-blocking system you use to allow messages from the domain superfi.co.uk.