Frequently Asked Questions
Q. My log-in page isn't loading?
This error can occur when our web database updates.
If you cannot load the log in page, please delete your cookies and try again. If you’re unsure about how to do this, please look at the following website which has instructions for each browser - http://www.aboutcookies.org/
Please note:The link will take you to a website which is not affiliated with Tobar in any way, we do not accept any responsibility of the content of the website.
Q. What is the delivery time?
Q. I registered on your website a while ago, but now I can't remember my password. Help!
Don't worry - simply go to the login page and click the Forgotten Your Password? link. All you have to do is type in your details and you will be immediately emailed with instructions of how to reset your password.
Q. I was half way through placing a large order on your website, when I lost my connection. Do I have to start all over again?
Incomplete baskets will be saved and able to be accessed when you next visit the website. This does depend on your computer set up though and whether you have cookies enabled.
Q. How do I track my order once it's been placed?
If you login to your account, the status of your order will be displayed within your order History. Your order will be marked ‘Incomplete’ until it is despatched by our warehouse. Once despatched, the status will change to ‘Complete’. All orders leave on a next day service and so should be delivered the next working day after leaving our warehouse. Our courier will have communicated your delivery details and tracking reference via email.
Q. Can I add to my order after I have sent it?
If you order has not yet gone to our warehouse, you may be able to add to it but you need to contact us as soon as possible. Please phone our Sales Team on 01603 397 105 to check.
Q. Am I able to get images of your products?
To download images from our website go to http://www.tobar.co.uk/info-and-help/image. Please then follow the instructions to download the spreadsheet of images which you can save.
Q. What is your minimum order?
For first orders, the minimum is £150 goods value. After this there is no minimum order however delivery is charged at £4.99 on orders below this amount.
Q. What is your carriage paid value?
Orders of over £150 goods value are shipped carriage free. Below this amount, delivery is charged at £4.99. In stock backorders are shipped carriage free for UK/NI/EIRE customers. Export backorder carriage is charged at the usual rate.
Q. Why am I unable to order out of stock products online?
Unfortunately for proforma accounts, our website cannot allow backorders to be placed. If you wish to place any out of stock products on backorder, please contact us on 01603 397 105 or email firstname.lastname@example.org with details of the products you wish to add and we will manually add these to your account. Credit account customers can backorder products online.
Q. How do I have my in stock backorders sent on to me?
For backorders placed via the website originally, you can add these to your basket to be shipped on with any extra items you may wish to add. If you placed items on backorder via email or phone order, you will need to contact us to have these items sent on.
Q. How will I know when a backorder comes back into stock?
We notify customers via email when in stock backorders exceed a value of £30 ex VAT. You must then contact us to advise you wish for the items to be sent on and we will then do so carriage paid. Backorders over £100 ex VAT will be shipped on automatically.
Q. I have placed several orders with you, why am I still on a proforma account?
We do not automatically set up credit accounts. To apply for one, please complete a credit application form and return to our Finance department by email email@example.com or by post or fax. For any assistance regarding credit accounts please contact Finance on 01603 397 141.
Q: I am having trouble logging in but my log in details are correct?
You may have issues logging in due to cookies. To solve the problem, you need to delete cookies from your browser history.
Q: Why is my country not in the list when I try to register?
This will be because we have an Agent or Distributor for your region. Please click here to see the list of Distributors.