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FAQ

PAYMENT

What payment methods do you accept?

We accept most well-known payment methods:

  • VISA
  • Mastercard
  • American Express (AMEX)
  • Discover
  • Diners Club
  • Maestro
  • ShopPay
  • Apple Pay
  • Google Pay

 

You can also rest assured that the Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.

What should I do if I'm having payment issues?

If you encounter error messages during the payment process, please ensure that all details are entered correctly. It's advisable to contact your bank to confirm there are no issues with your card.

If problems persist, please reach out to us and provide comprehensive details regarding the error, including:

  • The error message displayed
  • A description of the issue
  • The payment method you're attempting to use
  • The products you're trying to purchase
  • The internet browser you're using 
  • Any other relevant information

 

If your credit/debit card was declined, please verify if it has expired or if the billing address differs from the one on file with us. Your card provider can offer further assistance. 

Do you support PayPal payments?

No, we do not accept PayPal as a payment method.

ORDERING & DELIVERY

What time is your cut off for next day delivery?

Our cut off time for next day delivery is 3:30pm. Orders placed after 3:30pm will not be dispatched until the next working day. More information can be found on our delivery page.

Can I collect my order?

Yes. Collections can be made during our opening hours either in person, with at least 1 hours’ notice, OR by your own courier with prior confirmation from us.

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account however, for a more convenient shopping experience in future. It’s quick and easy to create an account. Just visit the registration page and follow the instructions on-screen.

Can I alter my order?

Unfortunately due to our fast turnaround, we cannot amend orders once they have been placed.

Can I track my order?

Yes - once the courier has collected your order from our warehouse, you will receive confirmation and your tracking number. Alternatively, you can find this number by entering your order number and email on our “Track Your Order” page. Using this and the postcode of the delivery address, you can track the status of your order on the courier’s website.

Do you deliver outside the UK?

Unfortunately we do not currently offer international shipping.

The item I want is out of stock, can I still order it?

If the item you want is out of stock, please contact our sales team on hello@msdist.co.uk and they will help you.

What are your delivery options?

MS Dist offers next working day delivery for in stock items to most of the UK on all working day orders placed before 3.30pm. Orders placed after 3.30pm may not be fully processed or dispatched until the next working day. More information can be found on our delivery page.

We will process orders online up to 30kg, including taking payment for this as part of your standard checkout process.

For more specialist delivery options, such as overweight or oversized services, you can still submit your order online, but will need to speak to a member of our team to confirm delivery cost and payment over the phone depending on your requirements. Details will be provided to you during the checkout process.

 

RETURNS

Can I return or exchange an item?

You can absolutely return your item to us. You have 14 days from the date you received it to inform us that you would like to return it. This is subject to the product being returned in its original condition, complete with all parts and accessories. 

If you want to exchange the product for a different one, our team will be happy to help you find an alternative and process that order for you. 

How do I return an item?

To return an item you will need to request a Returns Reference Number within 14 days of receiving your order. To do this, and find out more about how to return an item, please go to our dedicated returns webpage by following the link provided.

On this page you will find our returns request form which is the first step in returning your item to us, along with other instructions on what to do.

Who covers the return shipping costs?

For retail customers, we cover return costs only if the item is faulty or mis-described. In all other cases, including if you're exercising your right to change your mind, you're responsible for return shipping costs. If we collect the product from you and you're responsible for the return costs, we'll charge you the direct cost of collection, equivalent to our standard delivery charges at the time.

For business customers, in accordance with our terms and conditions, trade customers are required to return authorised goods at their own expense.

ACCOUNTS & PREFERENCES

I'm having problems signing in, what can I do?

If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up.

If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. Click here to get to the sign-in page, and then follow the steps.

If you don't have an account you can set one up here. This means you have all your order history and details in one place.

If you're still having problems signing in to your account, please contact us and we'll be happy to help.

How can I change details and marketing preferences?

You can see and manage most of your details when you login.

If you want to unsubscribe from marketing emails, then you can find a link to do so in the footer of any marketing emails we send you, or otherwise contact our marketing team on marketing@msdist.co.uk.

I had a login for the old MS Distribution website, will it work now?

Unfortunately we haven't been able to transfer existing logins from the old website to this new, improved site. Registering is very simple though and is quick to complete - simply visit our registration page.

If you need to access order information such as invoices from your old account, please just contact our team to request this and they will be happy to help. You can find all our contact information here on our contact page.

TECHNICAL SUPPORT

Does MS Dist provide technical support?

Yes. To request technical support please email our team on techsupport@msdist.co.uk. This will open a ticket in our queuing system, and our team will get back to you as soon as we are able. Please be aware this may take longer during busy periods.

For specific product advice, you can also take a look at the provided FAQ articles in this section.

How do I access Ubiquiti support?

For help with your Ubiquiti product, please go to the Ubiquiti support website: https://help.ubnt.com/hc/en-us

From here you will be able to view help articles by product type and submit a help request.

For community help you should go to: https://community.ui.com/

For the latest software updates you should go to: https://www.ui.com/download/

How do I access MikroTik support?

For help with your MikroTik product, please go to the MikroTik support page: https://mikrotik.com/support

Here you will be able to find instructions about how to contact MikroTik's support team.

For community help you should go to: https://forum.mikrotik.com/

For the latest software updates you should go to: https://mikrotik.com/download

How do I access Teltonika support?

For help with your Teltonika networking product, please go to the Teltonika Crowd-Support Forum: https://community.teltonika.lt/

You can also utilise Teltonika's WiFi Knowledge Base which contains user manuals, configuration guides and much more: https://wiki.teltonika-networks.com/view/Main_Page

For warranty and repair information you should go to: https://teltonika-networks.com/warranty-repair/

How do I access TP-Link support?

For help with your TP-Link product, please go to the TP-Link support page: https://www.tp-link.com/uk/support/?type=smb

From here you will be able to view help articles by product type and contact their support.

For community help you should go to: https://community.tp-link.com/en/business

For the latest learning and training you should go to: https://www.tp-link.com/uk/landing/learn-and-training/

How do I access RF elements support?

For help with your RF elements product, please go to the RF elements Lab, their support community: https://www.rfelab.com/

For help with link calculations, you can use the RF elements Link Calculator 2.0: https://rfelements.com/calc

How do I access Netonix support?

For community help with your Netonix product you should go to: https://forum.netonix.com/

For the latest firmware updates you should go to: https://forum.netonix.com/viewtopic.php?f=17&t=240#p848

How do I access Tycon Systems support?

For help with your Tycon product, please go to the Tycon support website: https://tyconsystems.com/support/

From here you will be able to submit a support request, use their various calculators, access the latest firmware and documentation, as well as their full knowledge base.

How do I access Poynting support?

For help with your Poynting product, please go to the Poynting downloads section of their website: https://poynting.tech/downloads/

From here you will be able to access product resources, antenna installation resources, webinars, certificates and policies.

PROFESSIONAL ICT PROVIDERS

Does MS Dist sell to professional ICT providers such as ISPs and resellers?

No. MS Dist has discontinued its professional IT solutions and services range and is now a direct-to-market ecommerce platform. However, you can transition your account to our sister company, Westbase.io. Many of our previous channel customers have already done so.

Simply follow this link to request an account or, alternatively, submit a contact request here to discuss your requirements with the team.

Westbase.io has been a channel-focused organisation for over 35 years, so this transition (started in April 2024) promises to offer professional ICT and service providers an enhanced support model tailored to your needs. By migrating our professional IT and communications customers to Westbase.io, you can rest assured that you’ll retain access to the same dedicated MS Distribution team and trusted vendors. However, you can also benefit from added resilience, expanded expertise, and a wider array of solutions and services from a single, channel-centric provider. Click here to find out more about the changes we've made.