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JT Dove Plumbing and Heating

FAQs


General

Who is this site for?

Anyone can use this site to view our products, services and order goods either as a Guest or as an Account holder.

Guests must pay by card for any goods ordered and may apply for a Credit Account. Account holders can Register as a User then Login to order goods on their account and view their account status.

Can I open a cash or credit account?

Click this link Open Account, click the MyDove button in the top left of any page and choose the option for Non Account customers, or click Open an Account from the MyDove page.

Complete the required information and click the Submit button on the last page.

Can I use my branch account online?

Click this link to Register.

Complete the required information; all of the displayed boxes need to be completed.

Choose a suitable User name and Password, you will need to provide your telephone number and post code. We recommend that you use your J T Dove account number as your User name. It is your responsibility to keep your password secure.

After clicking the Register button to submit your request, this will be checked and you will be informed by Email that your Registration has been accepted.

How do I log in to my account (MyDove)?

On all pages click the MyDove button in the top left. This is the portal to your MyDove.

Enter your Username and Password then click the Login button.

Your password is case sensitive, meaning if you have used capital letters it must be entered in exactly the same way as when you Registered.

Once logged in further options will be available in the MyDove section of the website. These can be used to view previous Products ordered, previous Orders and Invoices, Outstanding Account transactions and any saved Baskets.

How do I order products?

You must first select your product/s, add them to your basket and then go through the checkout procedure via the basket button at the top of each page.

How do I select products?

Our main Catalogue sections are displayed at the top each web page. Browse through the catalogue to find the items you want. Use the Search function to find products, enter search text then click the Go button and any matching items will be displayed. On various pages we may display special promotions, clicking on these will also take you to pages from where you can order items. Account holders once logged in can view previous orders and reorder items.

You will see first a list of items, if you can see the item you want, enter a quantity and click the Update Basket button at the bottom of the list. Or you can click on an item to display a further page of more detailed information from where you can add quantities to your basket.

For Guests, prices displayed will be our standard rate. If you are an Account holder and have logged in, the price shown will be as agreed with your J T Dove Account Manager.

At the top of most pages you will see a Summary of the number and cost of items in your basket.

How do I check out?

Click on the My Basket button at the top of the page to view the contents of your basket, the first stage of checking out. Other stages are to enter Delivery information and then Confirm your order.

How do I check what is in my basket?

This page will display all of the items you have added and the order costs including VAT and any delivery charges. Delivery charges are explained in our Website Terms.

On this page there are options to remove an item, empty the whole basket, change a quantity or proceed to the next stage to enter delivery details. Account customers will also have an option to save the basket for later retrieval.

Which delivery details do I need to use?

All fields marked with a red dot must be completed. From the post code we will determine which of our branches will deliver your items. Click My Basket to go back to view the basket contents, click on the Proceed button to go to the final stage.

Can I Confirm my order before payment?

Prior to payment or account being invoiced we have a page that will display the full details of your order and delivery address. There are options to remove an item, go back to the Delivery Details page or to Confirm your Order.

For Guests, once confirmed, you will proceed to a Secure Page that will allow you to enter your payment card details. The final page will display your J T Dove Order reference. You will receive 2 Emails, one from J T Dove confirming your Web order and detailing the delivery address and items ordered and another from the Payment Authority confirming your Card payment.

For Account customers, the final page will display your J T Dove Order reference and you will receive and Email confirming your web order, detailing the items ordered and the delivery details.

The order will be passed to one of our branches who will contact you to confirm delivery dates and times.

Online Payment Security

For customers paying by Credit/Debit card, when you go to the payment entry screen your browser will go into secure mode. To confirm this the Address bar at the top of your web browser will turn Green and if you are using Internet Explorer you should see a Padlock icon.

In secure mode the information passed over the Internet is encrypted so it cannot be viewed by anyone else using the Internet.

All online payments are handled for us by Secure Hosting who perform security checks on the card information you enter and confirm payment has been made. No one at J T Dove has access to your card information.

Website display issues

Unfortunately, due to the limitation of earlier versions of Internet Explorer (versions 9 or lower) some website features may appear incorrectly from time to time.

If this issue occurs and you are using a Windows 7 or above PC you will be able to update Internet Explorer to a newer version, if however, you are using a Windows XP or Vista machine, we recommend using a different web browser, such as Google Chrome or Mozilla Firefox.

How do I view any sale conditions?

You can view our sale terms 01/01/05 HERE

You can view our website terms of use HERE

Can I contact someone?

Helpdesk Telephone 0191 2295048

E-mail websupport@jtdove.co.uk

Click and Collect

When can I collect my order?

After placing a click and collect order please allow one working hour before collecting.

When is the cut-off point from which I can collect my order?

You will be unable to collect your order the same day if placed later than 1 hour from the branches closing time. In these circumstances we would advise contacting your local branch directly to order and agree collection prior to closure.

Click and collect orders placed either 1 hour prior to closing or during closed periods can be collected the next working day.

What do I do once I have submitted my order?

You will receive an e-mail from ourselves in confirmation of your order.

On arrival at the branch you are collecting from please go directly to the designated area of the trade counter to collect your order, alongside this, please bring:

• Your order confirmation e-mail either printed or on a mobile device.

• A valid form of photo ID either in the form of a drivers licence or passport.

Can I collect on behalf of someone else?

You can. Please note though on these occasions you must ensure your name has been mentioned on the collection details of the order and that you bring both:

• Order Confirmation, either printed or on a mobile device.

• A valid form of photo ID either in the form of a drivers licence or passport.

If you do not have adequate ID we will contact the individual who has placed the order to confirm they are happy for you to collect on their behalf.

How long do I have to collect my order?

The branch will hold your order for a maximum of 48 hours, if collection has not taken place within this timescale your order will be cancelled, refunded and stock returned.

Can I collect part of my order and have the rest delivered?

At this time we are unable to offer split orders. If this is something you require we can recommend placing two separate orders, one for collection and another for delivery.

Can I collect from multiple different branches for one order?

When placing a collect order you will be prompted to select a single branch to collect from, if the branch does not have stock of an item you will be given the option to either reduce the quantity of the item to match the branches current stock or the closest branch with stock, unfortunately this one order cannot be placed across multiple branches and would require multiple separate orders.

What about Bank Holidays?

Collection is only available on working days, if however, the branch in question is open on a bank holiday, click and collect will operate as normal. If an order is placed on a bank holiday and the branch is closed, collection will be available the next working day.