1.    How can I order?

A: You can order easily using our online platform. When you find a product you need, you can add it to cart, login and go through the ordering process. After the order is ready, you will receive order summary to your email. Order summary will also be stored to your account.

You can also easily make reorders afterwards by clicking the “reorder” button on any of your previously made orders. After clicking the “reorder” button the cart will open and you can change quantities or products. 

3. How do I create an account?
Go to this page https://fidplat.app/my-account and click “create a new account”, then just fill in all the needed information and click “register”.  After submitting the form, your account will be confirmed and you will be notified.
5. Is VAT charged?
A: If you have VAT number, then VAT is not charged. You need to remember to add the VAT number to your account information section. Online checkout system will automatically fill in the submitted VAT number when you order products.
You can also add your VAT number during the checkout process manually.
2. Why should I buy online?

Speeding up the process. By ordering online you will you will get prices faster and you will be able to go through order confirmation and payment process much faster. This could save days of your time.

Traceability: You will have easy access to all of your previous orders any time you want.

Reordering:  you can make a re-order anytime based on your previous orders by only couple of clicks. This will save time and effort as you don’t need to go through all the documents and emails from the past.

4. How do I change my personal details or email address?
You can easily change all your information on your account.  Go to login page (https://fidplat.app/my-account) and log in, then click “my account” and “edit”. Here you can change all your contact information
7.What should I do if the payment is not accepted?
A: Please try again in a little while. If the payment is still not accepted, please verify your account balance. If everything is as it should, but you still can’t make the payment, please contact hytest@hytest.fi notify us about the problem. We can manage the order manually
8. How can I change delivery address?
Sign in to your account and go to “my account”. On “my account” you can change all your contact information.
10. Shipping time?
Shipping time will be confirmed on the order confirmation document. You can see our shipping policy here
12. Can I cancel/return a product?
f you want to cancel your order, please do so as soon as possible. If we have already processed your order, you need to contact us and return the product.
If you want to return a product, please call us +252616555560/+254745827083 or email us support@fidplat.com

You can read our refund policy here

9. What are the delivery charges?

Delivery charges are dependent on the shipment requirements. If the products on your order are due to special requirements (for example dry ice) extra fee will be added to the shipment charges. You can see the shipping fees on the checkout process before the payment is made.

11.Can I track my order?

We will send you the tracking code of the shipment when the parcel has been sent. Please visit order tracking page

 
13. What payment methods can I use?
You can use all the major payment methods including credit cards, PayPal & Mobile Payments- EVC+ & MPESA.

If you are a customer with established customer relationship with FidPlat. you are able to use invoice as a payment method on our online shopping checkout process.  If invoicing option is not activated for you although you are repeated customer, please contact us support@fidplat.com and notify us.
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