Frequently Asked Questions

We can be contacted by telephone (landline), email and post. Please go to Contact Us for full details.

Prior to the launch of our new website, we spent up to 30 minutes every day handling spam. The new contact form prevents spammers from clogging our system, putting our business and customers' information at risk, and wasting valuable time. Now we spend more time serving our customers.

We'd be delighted to speak with you. If it's urgent, contact Robyn West on her mobile 07790 545819 or call the office on 01727 762443. Alternatively, please email her via our Contact Us page.

Yes. Please email us via our **contact us** page in the first instance, telling us a little about yourselves, your anticipated order requirements, and your full contact details. We will respond as soon as possible.

We make the PoGo Pack™ available to pupils through a growing number of state and independent schools. Each school operates differently, so we offer different options, depending on a school's policies and requirements. Please refer to the information on the Education page.

We use PayPal for our shopping cart, which is a very safe and secure provider. You will see the locked padlock symbol next to the address bar when you are taken to PayPal's website for payment, and this confirms the security of the site. PayPal uses high levels of encryption to protect your information. If you require further information about PayPal's security, please visit
www.paypal.marketing.co.uk/safetyadvice/PayPalSafeForBuyers.aspx

The downloads page is accessible to registered users only. For more details about registering, please see Using this site.

The maths question is a simple device that checks you are human! It is designed to prevent spammers and other electronic nasties. Other websites may use jumbled numbers and letters, but this can often be difficult to read. We think the maths approach is clearer and better - and the system makes them very easy!

No. You may purchase products without being a registered user.

It's a very straightforward process - just follow the explanation below if you are unfamiliar with online shopping.

1. PoGo Products Page

For each product you wish to purchase, enter the quantity you want and press "add to cart". When you have finished selecting your products, at the right of your screen, click on either "view cart" or "checkout".

2. PoGo Shopping cart

This page shows you the products and quantities you have selected. You may remove, change or cancel your order at this stage, and then press "update cart" to confirm any changes. If you are happy to proceed with your order, press "checkout"

3. PoGo Checkout
• You will need to enter your delivery information here. We also ask for a contact number in case there is a query with your order. We will not contact you for any marketing purposes.
• Check the box if you billing address is the same as your delivery address.
• Click the button to calculate shipping.
• Payment methods accepted are any of those shown, or your personal PayPal account.

You can then "cancel" or "review your order"

4. Review order

This is a summary of your order. You can "go back" to the previous screen or "submit your order". This will take you to PayPal's website for payment.

5. PayPal login screen

On this screen, you are asked if you have a personal PayPal account, in which case you would login with your usual PayPal password. Alternatively, click "continue" if you wish to pay by credit or debit card. You can still cancel and return to PoGo at this stage.

6. PayPal screen "did you know?"

This screen may appear if PayPal detects that you have a PayPal account, and you will be invited to pay using your PayPal account. You can ignore that if you want to pay by credit or debit card, by pressing "continue without logging in". You can still return to PoGo at this point.

7. PayPal credit card screen

The information that you provided earlier will appear here. You simply need to select which payment type you wish to use. If you are using a debit card or Solo, you may be asked to provide start date and expiry date, plus the issue number. PayPal insists on your phone number. Unfortunately this is not something PoGo can override. Press "review order and continue" to go to the next payments screen, or cancel and return to PoGo.

8. PayPal review your payment

If you are happy with the information appearing on the screen, press "pay now" to complete your order, or "cancel and return to PoGo".

9. PayPal acknowledgement of order

Your payment is acknowledged and your order has been placed. You may print your receipt using the link at the bottom of the screen. You can also close down your browser at this point, or return to PoGo's website.

Our system doesn't offer an address checker, but you can visit the Post Office website where you can find the postcode for your address.
http://postcode.postoffice.co.uk/portal/po/postcodefinder?catId=20700386

Yes, by calling 01727 762443. Our office hours are 9.00am to 5:30pm Monday to Friday. When we take your details over the phone, the information is input directly into the processing system so you can be assured that we do not retain a manual record of your credit card details.

Yes, but please understand that this is not the quickest way to receive your goods.

You will need to calculate the total amount of the order, including the correct delivery amount. The most accurate way to calculate the delivery charge is to partially complete an order online as far as "calculate delivery charge" on the Checkout page. You can then cancel the online order and post a cheque instead.

We can only accept cheques from a UK bank account with your cheque card number and card expiry date written on the reverse, or a postal order. Cheques should be made payable to "PoGo Limited". We will not dispatch the goods until your cheque has been banked and funds cleared. There may be a further delay during holiday periods.

If you need further help with this, please call us on 01727 762443 and we'll be happy to give assistance.

If the error was simply a typing error in your name/address/etc, and provided that the order has not already been dispatched, we should be able to make the change. You will need to Contact Us as soon as possible by telephone or email. We will do our best to assist you but we cannot guarantee that we can rectify the error in time.

If you have ordered something in error, please see the next question.

We're sorry that we cannot change an order for goods. However, if you are able to contact us in sufficient time and provided that the order has not been dispatched, it may be possible for us to cancel your order and issue a refund. The refund would be issued as quickly as possible, normally within a few days, but you must allow a full 28 days for the refund to be processed. You may then, of course, re-order online or by telephone in the usual way.

Definitely! Simply select your country destination when placing your order. Your order will be charged in UK Sterling and your credit card provider will convert the Sterling amount into your local currency on your credit card bill. Please be aware that you will be responsible for any duties or taxes that may be levied by your country's customs authorities.

You will receive confirmation by email, providing you with a summary of your order and the order number .

A schools coupon code is only valid when you purchase one or more PoGo Packs for schools. Each school has a different code. Enter your coupon code into the relevant box on the Checkout page. The code will be valid for a limited period only so we urge you to ensure you place your order before its expiry date. The system will calculate the correct value of your order at checkout.

Your PoGo Pack/s will be delivered with those ordered by all other pupils to your school by the date agreed with the school. Please allow up to 28 days.

Please note that a schools coupon code is valid for PoGo Pack purchases only, no other goods. Therefore, if you wish to purchase other goods from PoGo, you will need to place an order and pay for delivery to your home address in the usual way.

It may be that you typed in the code incorrectly. Alternatively, the expiry date for the offer may have passed. We regret that expiry dates cannot be extended for any reason.

In the unlikely event that this happens, we will notify you with an indication of when the goods are likely to be in stock again. PoGo will bear the cost of sending on the goods you have ordered when in stock, or any replacement goods.

At the present time, the PoGo Pack™ is available in a few independent outlets, or through the many schools we deal with. The quickest and easiest way to obtain a PoGo Pack™ is to order online.

If you would like your school to make the PoGo Pack™ available to its female pupils, please see our Education page.

We accept Mastercard / Eurocard / Visa / Delta / Electron / American Express / Switch / Maestro / Solo and PayPal accounts.

Once you have reviewed your online order and are happy to proceed with payment, you are taken to PayPal who process payments on behalf of PoGo. PayPal is a secure site that protects you information through high-level encryption.

Yes. Once you are taken to PayPal's processing pages, you have the option to log in with your usual PayPal password and pay with your PayPal account.

You will need to contact your credit card provider.

Yes, our minimum delivery charge is £3.00.

The Table of delivery charges will give you an indication of the likely delivery charge for typical orders, however the exact charges will be calculated at checkout. Our delivery charges are based on weight and we have kept them to the minimum, just to cover our costs. In fact, from September 2009 we have reduced our charges to give customers better value.

We use first class post, Parcelforce for large orders and airmail for overseas.

We ask customers to allow up to 28 days, particularly during school holidays, though orders are normally dispatched within seven days of your order being received.

Yes. You simply need to choose your country destination on the Checkout page. Press "click to calculate shipping" and you will be informed of the delivery charges that apply. The Table of delivery charges will give you an indication of how much you can expect to pay. Our delivery charges are based on weight and we have kept them to the minimum, just to cover our costs.

We don't offer express services as a matter of course. However, if you require an urgent delivery, please telephone us on 01727 762443 and we will do our best to help. We will obtain a quote for additional postage charges and confirm those with you prior to despatch. PoGo reserves the right to charge any additional postage charges incurred and we will require payment by debit or credit card over the telephone.

Yes. You are entitled to cancel your contract for any reason whatsoever as long as you notify us within seven working days of the receipt of the goods, and return the goods to us within 14 days from the receipt of the goods.

Provided that the goods are received in a perfect and resaleable condition, we will happily refund you as quickly as possible, though you must allow up to 28 days. Refunds will be made in the same manner in which you paid for the goods.

You must bear the cost of returning the goods to PoGo. The goods remain your responsibility until they are received by PoGo, and we strongly recommend that you obtain proof of posting from the Post Office.

Please note that postage and packing charges are direct costs to PoGo and we regret that these costs cannot be refunded.

Yes. As long as you return the goods to us within 30 days from the date of purchase in a perfect, resaleable condition, we will happily refund the cost of the goods within 28 days. Please note that postage and packing charges are direct costs to PoGo and we regret that these costs cannot be refunded.

You must bear the cost of returning the goods to PoGo. The goods remain your responsibility until they are received by PoGo, and we strongly recommend that you obtain proof of posting from the Post Office.

Please Contact Us within three working days by telephone or email and we will discuss how this can be resolved for you.

No. You would only register if you wished to access the downloads page, or to choose to receive further information from PoGo that interests you.

Registering gives you:

On the website:

• access to dowloads
• the facility to contribute your comments to the blog

Option to:

• receive our newsletter
• be notified of new products and content on the website
• receive special offers
• participate in surveys
• enter competitions
• participate in PoGo's customer panel to review products and information.

Simply go to the Log In/Register box at the top right of the screen. Complete the registration form and submit it. The site administrator will approve your application and then send you a link which will enable you to set your password and begin accessing the members' areas of the site.

Because we need to ensure that children under 12 have parental permission to register, the approval process may take up to 48 hours in busy periods. We apologise if this causes you any inconvenience, and trust that you will understand our need to comply with Data Protection laws. PoGo is working on improving the approval process to make it as quick as possible.

The maths question is a simple device that checks you are human! It is designed to prevent spammers and other electronic nasties. Other websites may use jumbled numbers and letters, but this can often be difficult to read. We think the maths approach is clearer and better - and the system makes them very easy!

Yes. Simply log in with your current password, and go to My Account where you can change your password.

Below the Log In box, click on "request new password". You will be asked to confirm your email address and an automated email will be sent to you, providing a link that you will need to click on. This will take you to a page on which you can create a new password.

We comply with all applicable UK Data Protection and consumer legislation to protect your personal information on our website and within our business. Please refer to our Privacy Policy for full details.

The safety of children and their information is of paramount importance to PoGo. We comply with the Data Protection Act and consumer legislation. We also abide by the guidelines set out by the Information Commissioner's Office and Trust UK in relation to children aged under 12. Please refer to our Privacy Policy for full details.

If a child who registers advises that they are under the age of 12, will follow a strict procedure to ensure that parental consent has been given before the child can gain access to our website. Please refer to our Privacy Policy for full details.

You may notify us at any time during the registration process and we will block your child from using our website. If you wish to cancel or change your child's registration in the future, we will be happy to respect your wishes. PoGo reserves the right to verify the identity of the parent/guardian contacting us before we undertake any such cancellation or change of the child's registration.

Yes. We will always contact customers who have ordered products from us to ensure they are happy with their purchases. We may contact customers from time to time for marketing purposes, which we are entitled to do, and will do this in accordance with our Privacy Policy. You may of course request that we remove you from our mailing list and we will respect your wishes.