Order Queries

If you have not received your order yet, don't worry! 

Once your order has been despatched and is on its way you will be able to track via the DPD notification. 

All UK orders can be tracked through DPD tracking service 

DPD notification information: 

Notification will be sent to the mobile number or email (or both if you indicate both) contained on your order.   It is therefore important to indicate the correct contact person and their details when you are placing the order.

You can notify two people (e.g. someone in your office and the engineer) by using an email for one and a mobile number for the other.

DPD inflight options are excellent and offer you full control so you can decide where you want your goods and when. You can even see when your package is out for delivery and where your driver is!

Not going to be in?   Simply change the date using the inflight options when you receive the DPD notification or specify a safe place.

If it's lead times you are looking for when items are on back order please contact our customer service team here

Please see our returns policy for more detail - click here to view or download returns policy.

Yes you can cancel/ amend the order after it has been placed.

This query however will need to be sorted ASAP! So, please contact the team by email - enquries@istsupplies.com or telephone +44 (0)1895 424505 

If you are missing an item there are a couple of reasons this may have happened:

Your order is being sent in more than one parcel:

If you've ordered a large number of items, your order has probably been sent in more than one parcel. Check to see if the missing item(s) are on your delivery note, check the DPD label to see how many parcels are in the consignment.   

Multiple parcels may get separated at the depot but most separated orders will be delivered within 24 hours of each other, but please allow a little longer over busy periods.   If your parcel still doesn't arrive please contact us and we will be happy to help.

The item is out of stock:

The item/s you've ordered may be out of stock, we will have sent you an email about this, so don't forget to check your spam/junk folders.

If an item appears on the delivery note but isn't in your parcel or an incorrect item or quantity has been received, please contact our Customer Service Team, making sure to include details of the order number, email address and full description of items you think you have missing. 

If you have received an incorrect item in your order please contact IST by email - enquiries@istsupplies.com or by telephone on +44 1895 424505

We are open from 08:30 - 17:00, Mon - Fri. 

To obtain your POD please enter the tracking number you were provided with on the App or go to the website https://www.dpdlocal.co.uk/ and enter the tracking number.

If the POD does not help locate your parcel then come back to us and we will escalate with DPD.

Please be aware, all issues with delivery of parcels must be reported to DPD within 14 days of receiving the despatch notification – these are DPDs terms and conditions of carriage.