• How long will my order take to arrive?
  Delivery times will vary depending on where you are based. If the item is in stock, UK Mainland deliveries should take roughly 1-2 working days. Anywhere else outside the UK Mainland, delivery times will vary. You will be able to check shipping times in the checkout process when choosing a shipping method, along with other delivery options. 

• When will my order be shipped?
  If your order has been placed before 1 pm, your order will be dispatched on the same day. Anytime after this will be dispatched the next day. Please bear in mind this is subject to stock availability (pre-order items will vary with different lead times).  

• How can I track my parcel status? 
  Once we dispatch your order, we will provide you with the tracking information in a shipping confirmation email. We will provide you with the tracking number and the courier it will be with so you can check the status of your order.

• What couriers will deliver my order?If you are based in the UK Mainland, your order will most likely be delivered by DPD. If you are based outside of the UK, your order will be handled by either, DPD, DHL, UPS, FedEx or Royal Mail (depending on the nature of the item and location). 

• Can I collect in store? 
  Yes, you can. When going through the checkout process, under the ‘Delivery’ section, you can select the ‘Pick Up’ option. Selecting this option and completing your order will notify the team and then they will prepare your order for collection. We will let you know when the order is ready for collection (via a ‘Ready to Collect’ email).  

• What is the cut off time for next-day delivery?
  The cut-off point for next-day delivery is 11am. Any orders past this time will be dispatched on the next working day. If the cut-off time has passed and you need this item urgently, please contact us at info@cinegearpro.co.uk. It is not guaranteed that we can get this dispatched on the same day but we will try our best to.

• Do you have insurance for high value shipments?
  Yes, we can provide insured delivery for high value shipments. You will be able to locate delivery with insurance throughout the checkout process as the delivery option will be stated with insurance. 

• Do you offer free delivery? 
  Yes, all deliveries over £100 (excl. VAT) will be granted UK free delivery. 

• Do you ship internationally? 
  Yes, we ship globally! If you have any doubts that we will be unable to deliver to you address, please get in contact with us at info@cinegearpro.co.uk. 

• How much will I be charged for international delivery? 
  International delivery charges vary, and you can check these during the checkout process. If you see "Please contact us for shipping costs," please get in touch with us at info@cinegearpro.co.uk to confirm the shipping fees.

• Can I have my order sent to a different address?
  Yes, if the order has not been dispatched yet, get in contact with us as soon as you can from the time of the order placed. If we are able to change the shipping address, please confirm the one you want with the team. 

• When and how will I receive the tracking number for my order? 
  The tracking information will be provided in a shipping confirmation email. This will be sent once the package has been dispatched. You can expect this email within 1-2 working days from the time of purchase.  

• We need this item urgently, how do I upgrade the shipping service to an express service? 
  Our general cut-off point for deliveries is 1pm. If you have placed an order and you desperately need the delivery service to be changed, please let us know immediately at info@cinegearpro.co.uk. If the order has not been dispatched yet, we will be able to upgrade to an express service and provide an invoice to pay the remaining difference on shipping costs. 

• How do I change the shipping address or other details of my order after it has been dispatched? 
  Please get in contact with us at info@cinegearpro.co.uk in good time. This is so we can change the shipping address before the order is dispatched. If you feel like you may have left this too late, please contact us as soon as you can and we can assist you. You can also download the DPD app and redirect the order yourself using the same email address/phone number.

• My parcel which is showing “Parcel Delivered” but I haven’t received it yet, what should I do? 
  A Denial Of Receipt will be issued to you by DPD and you will have 14 days to complete and return to DPD, otherwise the claim will be closed. Before this, you must check the delivery image on the DPD app. If you can’t check the app, contact us at info@cinegearpro.co.uk. If DPD have lost your parcel, we will open a request and require further information from you.

• There are no updates on the tracking number, where is the parcel now? 
  Usually, if you are still waiting on an order for a few days or more, the parcel may have been lost, held in a sorting depot etc. To find out further information, please get in contact with us at info@cinegearpro.co.uk and we can check for you. You can always check with courier directly as well.  

• My order has arrived damaged, what should I do?
  If the order has been damaged in transit, contact us at info@cinegearpro.co.uk within 24 hours from the receipt of delivery and we will provide further instructions on how to get this solved for you. 

• How can I combine multiple orders to sent out together?
  When you have multiple orders, please get in contact with us at info@cinegearpro.co.uk and we can organise the shipment to be sent out all together. You will need to provide all order numbers of the orders you want sent out. Delivery will then proceed as normal.

• How can I let the courier know to leave the parcel in a safe place/pick-up point if I am not at home?  
  Depending on the courier used to deliver your order, you can directly go to them to change your order to be delivered to a safe place or pick-up point. Sometimes, the courier may have an app which you can access on your phone but you will be able to change it on their website (for example; DPD is the most used courier at CINEGEARPRO and you can change to leave the parcel in a safe place/pick-up point via their app). 

• I received the wrong item, what should I do?
  In the unfortunate circumstance of this occurring, please contact us at info@cinegearpro.co.uk immediately within 24 hours from the receipt of the delivery and we can arrange a return. We will then send out the correct order for you. 
• The parcel was sent to the incorrect address, what do I do? 
  In the unlikely event of this happening, if you are unable to check the address that it was incorrectly sent to, please contact us at info@cinegearpro.co.uk as soon as you can. 

• What information do I need to provide when I collect my parcel? 
  When collecting a ‘Pick-Up’ order from us, you will need to provide your order number along with your confirmation email to verify that you are authorised to collect this order. You may collect your order via an Addison Lee or courier. In this case, please provide the order number, our email address and our phone number to the courier so we can verify the correct person collecting. 

• Can you ship batteries outside of the UK?
  Anything under 270wh can be sent via UPS, anything over this amount they will contact us

• Part of my order is in-stock, can the in-stock items be shipped to me?
  Yes, if you have a large order and some of the items are in stock and some are out of stock, we can send the in-stock items first and the other items later once they arrive to our unit. To do this, you will need to get in contact with us at info@cinegearpro.co.uk and then we will send your order in two separate shipments. Please note; Due to multiple shipments, additional shipping costs may be charged. 

• What does it mean when an item is on pre-order?
  When an item is on pre-order this usually means that we currently do not have the item in stock or the stock is pending. However, we can get the item into our store. Once a customer has made the order, the order will be actioned and we will get the item into our store. The lead times will vary depending on the nature of the item. On the page of the item, there will be information displaying the ETA and how long the lead times are. If you are unsure about the ETA on any pre-order item, please feel free to contact us at info@cinegearpro.co.uk and a member of the team will be able to assist you.

• I would like to know if a product is in stock. How do I check this?
  You can locate the stock level just above the ‘Add to Cart’ button. This stock level is usually very accurate but you can always contact us at info@cinegearpro.co.uk to make sure.

• Is it possible to cancel my order which I placed by mistake?
  Yes, this is possible. However, please contact us at info@cinegearpro.co.uk as soon as possible from the time of purchase if you would like to cancel your order. Otherwise, this order could already be processed and dispatched.

• How do I know my order has been confirmed?
  Shortly after your purchase, an order confirmation email should arrive into your email inbox. You will find your order number there, starting with ‘CGP’.

• What warranty do you provide on your products?
  We provide a 1-Year UK Warranty on the majority of all products. Warranties may vary depending on the item’s condition and the actual item itself. You can find more about the warranty here. The warranty will be listed but if you are still unsure, please contact us at info@cinegearpro.co.uk.

• Is this item brand-new?
  All the listed items we sell are brand-new. If you are looking for used/open-box items, you can browse our B-Stock here.

• Do you sell Ex-Demo/Open-Box items?
  We have a great range of B-stock items that are sold at a discounted price when compared to a brand-new version. You can browse our B-Stock here.

• Do you offer discounts for bulk orders or large purchases?
  If you are ordering an excessive amount of the same/different items that come up to an expensive sum, we are willing to help out with a discount. To check if you are eligible, please get in contact with us at info@cinegearpro.co.uk and then we can see what we can do.

• How do I apply a discount code to my order?
  In the checkout process, above the total amount of your order, there will be a section (it will say ‘Discount code or gift’) where you can input your code.

• I want to know where this product was manufactured. How do I check this?
  To check where a product is manufactured, please get in contact at info@cinegearpro.co.uk with us so we can provide the relevant information. Disclaimer; For carnets, we do not keep a record of serial numbers.

• Do you provide user manuals for products?
  On a listing page, near the bottom of the page, you will be able to find the product description with information on technical specifications etc. If you are looking for a manual for a specific product, you can get in contact with us at info@cinegearpro.co.uk and we will be able to help.

• Do you offer educational or charity discounts?
  For any educational or charity discounts, please get in contact with us at info@cinegearpro.co.uk.

• How can I find my order number?
  Your order number can be found in the order confirmation email.

• How can I get my VAT receipt?
  Once the order has been confirmed, you will receive a VAT invoice in another email straightaway along with your confirmation email. If you are unable to find this, you can always contact us at info@cinegearpro.co.uk.

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