Frequently Asked Questions
Below you will find the answers to the questions we are asked the most regarding Helapet products and services. If you cannot find what you are looking for below, please email your query to info@helapet.co.uk
Orders / Purchasing
For all enquiries relating to new or existing orders, proof of delivery documentation and quotations please contact sales@helapet.co.uk or telephone 01582 501980. This email inbox is regularly checked by our team throughout the day.
Can I have a price or quote for your products?
Please contact sales@helapet.co.uk detailing the product name and product code (as listed on our website or catalogue), quantity required , company and delivery address for an accurate quote.
The current Helapet catalogue is available online and can be downloaded here.
Many of our products are available as a sample to try prior to purchase. These may be requested online via our Samples Order form.
Can you send samples of products?
Order your samples here.
Can you send me a catalogue?
You can download our full product catalogue from our website.
Can you tell me if you’ve received my order?
For any order updates please contact sales@helapet.co.uk.
Who do I need to contact in regards to the setting up a Call off or Standing Order?
Please contact sales@helapet.co.uk detailing the product name and product code (as listed on our website or catalogue), quantity , company and delivery address for an accurate quote.
Who do I need to contact in regards to current stock availability?
Please contact sales@helapet.co.uk with your request detailing the product name and product code (as listed on our website or catalogue) and quantity to receive a speedy response.
Delivery
How much is delivery?
Delivery is included within your quoted price if you are within Great Britain for cleanroom consumables. For delivery charges of filters and for deliveries outside of Great Britain please contact sales@helapet.co.uk.
What is the delivery timeframe?
For items in stock and ordered prior to 3pm, you can normally expect delivery the next working day.
Can you update me on the status of my order?
For any delivery updates please contact sales@helapet.co.uk or call 01582 501980, option 1.
Can I have a copy of a delivery note/POD?
Please email sales@helapet.co.uk for your delivery note or call 01582 501980, option 1.
Product Information
Our current catalogue and datasheets supporting our product range are available on our web site. These documents can be downloaded by entering your contact details.
For more detailed product information that the above links do not cover please email info@helapet.co.uk. Customers based in Great Britain may like to contact their Account Manager.
Specific Cold Chain product information and instructions for use may be found on https://www.helapet.co.uk/catalog/index.php?CG_ID=4 or email info@helapet.co.uk.
Do your products come triple wrapped?
Some of our products come pre-cleaned, pre-sterilised and triple bagged. You can find the range of triple bagged items, here: https://www.helapet.co.uk/catalog/product.php?CI_ID=407.
Where do I get the information / data sheets from?
Our resources library holds all our available product datasheets, please register to access our datasheet library: https://www.helapet.co.uk/datasheets/.
How long do Porter products need to be chilled before being placed in the bag to maintain the required temperatures for 8 hours?
Our Vaccine porter user guide can be downloaded here: https://www.helapet.co.uk/catalog/product.php?CI_ID=355.
Is there a minimum fill to maintain Porter temperatures?
For further VaccinePorter® information please visit our page dedicated to Vaccine Porters: https://www.helapet.co.uk/catalog/product.php?CI_ID=355.
Post Sales/ Product Usage
Do you have any instructions or materials on how to use your products?
If you visit the webpages specific to the products you are interested in, you will find further product information as you scroll down. Simply register to access the various different resources available to you.
Do you offer training or have online portals for your customers?
Yes, we do. All training is normally face to face. However, we can deliver online group training for various products including Spill Kit Training and VaccinePorter® training during pandemic restrictions if required. Contact your Account Manager or sales@helapet.co.uk stating the training you require for more information.
Finance
For all enquiries relating to invoices, payments and statements finance@helapet.co.uk or telephone 01582 501980, option 2. This email inbox is regularly checked by our team throughout the day.
General Information
Where do I get the Spill Kit Training certificates copies from?
Your certificate can be emailed to you by your Account Manager. Alternatively info@helapet.co.uk with your request.
How do I get validation certificates for your products?
For validation information, please email your request with product details to: sales@helapet.co.uk.
Quality Control
Products Quality Control and Regulatory enquiries and update requests can be made to: quality@helapet.co.uk.
Marketing
For marketing related queries please email: info@helapet.co.uk.
I am a potential new product supplier – who do I speak to?
Please contact us on info@helapet.co.uk with details of the products you offer.
I would like to be a distributor for your products. What do I do?
Thank you for your interest in representing us. Please contact us in the first instance by email. Please include details of your company, address and company experience along with the kind of products you would like to distribute on our behalf on: info@helapet.co.uk.
Recruitment
For information on Helapet vacancies please visit our vacancies webpage, which is updated regularly: https://www.helapet.co.uk/vacancies.php.
If you have any other query, please email info@helapet.co.uk or call 01582 501980 and choose from the following options:
1 - Sales and Customer Services
2 - Finance
3 - Marketing
4 - Purchasing
5 - Quality
