FAQ

Yes. You can place an order with no obligation using Guest Checkout without creating an account. Shopify allows customers to complete a secure checkout as a guest, meaning you only need to provide:

• Your name

• Billing and delivery address

• Contact details

• Payment information

You are not required to create a password or register for an account to purchase thermal imaging devices, night vision equipment, optics or outdoor accessories. Creating an account is optional and can make future purchases quicker, allow you to track orders easily and view your order history.

All guest checkout transactions are processed securely via encrypted payment systems.

Once you place an order, you will automatically receive an order confirmation email within a few minutes from website@scottcountry.co.uk

This email confirms that we have successfully received your order for your thermal imaging device, night vision equipment, optics or accessories.

If You Haven’t Received Your Confirmation Email - Please check the following:

• Your spam or junk email folder

• That the email address entered at checkout was correct

• Any promotional or filtered inbox tabs

Order confirmation emails are sent automatically to the email address provided during checkout, including Guest Checkout orders.

Still Can’t Find It?

If you have not received confirmation within 30 minutes, please contact our customer service team with:

• Your full name

• The email address used at checkout

• The approximate time of purchase

We can quickly confirm whether your order was successful.

Has My Payment Been Taken But No Email Received?

If payment has been authorised but you have not received confirmation, this may be due to:

• A typing error in your email address

• A temporary email server delay

• Spam filtering

Please contact us and we will verify your order and resend the confirmation.

Occasionally, an order may be cancelled for operational, security or compliance reasons. If your order has been cancelled, one of the following may apply:

Payment Authorisation Failed

Your bank or payment provider may not have authorised the transaction. This can happen due to:

• Incorrect billing details
• 3D Secure authentication not completed
• Bank fraud prevention checks
• Insufficient funds

If this occurs, no payment will be taken, or any pending authorisation will automatically release back to your account.

Security or Fraud Screening

For high-value purchases such as thermal imaging devices, night vision equipment and precision optics, additional security checks may be required.

If an order does not pass our verification process, it may be cancelled to protect both the customer and our business.

Stock Availability Issues

While we aim to maintain accurate stock levels, occasional discrepancies can occur.

If an item becomes unavailable after purchase, we may cancel and refund the order. Our team will contact you if this happens.

Regulatory or Shipping Restrictions

Certain specialist products may have delivery restrictions based on:

• Geographic location
• Courier limitations
• Battery shipping regulations

If we are unable to legally or safely fulfil an order, it may need to be cancelled.

Customer Request

If you requested cancellation before dispatch, your order may have been cancelled in accordance with our cancellation policy.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via email at info@scottcountry.co.uk, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

If you need to change your order, please contact us as soon as possible. Orders for thermal imaging devices, night vision equipment and specialist optics are processed quickly, so modifications may only be possible before dispatch.

What Changes Can Be Made?

Before your order has been dispatched, we may be able to:

• Change your delivery address (if requesting to be sent to work)

• Update contact details

• Amend quantities

• Swap products

• Upgrade your delivery method (for Saturday delivery)

All changes are subject to stock availability and order processing status.

What If My Order Has Already Been Dispatched?

Once an order has been dispatched, we are unable to modify it.

If you no longer require the item, you can return it in line with our returns policy once it has been delivered.

Under the Consumer Contracts Regulations 2013, you have the right to cancel within 14 calendar days of receiving your goods.

Can I Change My Payment Method?

Once payment has been processed via Worldpay, PayPal or finance, we are unable to change the payment method.

If necessary, we may need to cancel the order and process a new one.

How Do I Request a Change?

Please contact us in writing via email to info@scottcountry.co.uk with the following:

• Your order number

• Your full name

• The change you are requesting

We will confirm as quickly as possible whether the amendment can be made.

We ship all UK mainland orders using DPD, one of the UK’s leading next day delivery services.

DPD provides a premium, fully tracked delivery experience including:

• UK Next Day Delivery (on in-stock items)

• SMS and email delivery notifications

• A one-hour delivery window

• Real-time GPS tracking

• A final 15-minute delivery timeslot

This ensures secure and transparent delivery of high-value items such as thermal imaging devices, night vision equipment and precision optics.

For added security, we use DPD PIN Code Delivery on eligible orders.

Before delivery, DPD will send you a unique PIN code via text message. This PIN must be provided to the driver at the point of delivery.

This ensures:

• Your parcel is handed directly to you or an authorised person

• Your goods are not left unattended

• Secure delivery of specialist and high-value equipment

Using the DPD tracking link provided after dispatch, you can choose alternative delivery options such as:

• Reschedule for another day

Please note: due to the nature of the goods, you DO NOT have the ability to instruct DPD to leave your parcel in a safe place or with a neighbour, responsibility for the parcel transfers once delivery is completed in accordance with DPD guidelines.

Yes, Northern Ireland, Highlands and Islands are able to received all products sold on our website. Certain UK locations, including Northern Ireland and parts of the Highlands and Islands, may fall within a two-day delivery zone. The one-hour delivery window service may not always be available in these areas. Tracking updates will still be provided.

If you live in the Republic of Ireland, Isle of Man, Channel Islands (Guernsey, Jersey) you are unable to purchase rifle mounted optics, rifle scope mounts and bipods. 

If you have any questions please contact us: info@scottcountry.co.uk

We ship to most regions worldwide, offering european and selected international delivery options. International deliveries typically arrive within 5-10 working days, depending on destination.

Please note:

• Customs clearance may cause delays

• Import duties and taxes may apply in the destination country

• Delivery times vary depending on local carriers

Export Restrictions on Products

Due to UK export control regulations, we are unable to ship certain items overseas. Restricted items may include:

• Thermal imaging devices

• Night vision equipment above specific technical thresholds

• Optics featuring electronic processing

If an order contains export-controlled items and the destination is restricted, we will contact you before processing.

Please note that the export or re-export of any riflescopes or night vision systems and accessories, be it image intensified, thermal or other, above a given specification is strictly controlled by ITAR regulations. All of these systems are subject to UK Governmental Export Licensing Regulations and dependent on specification, a licence may need to be obtained prior to the export, even temporarily(e.g if you are travelling overseas with your device on holiday), from the UK. You can find out more at the UK Strategic Export Controls Website

In some cases, we may offer free or reduced delivery on selected high-value optics, thermal imaging devices or promotional products. If free shipping applies, this will be clearly indicated at checkout.

Yes. All orders are fully tracked once dispatched.

We ship using DPD, which provides real-time tracking from dispatch through to delivery.

How Will I Receive My Tracking Details?

Once your order has been processed and shipped, you will receive:

• An email confirmation from DPD

• An SMS notification from DPD (if a mobile number was provided)

This message will include your DPD tracking link.

What Tracking Information Will I See?

DPD’s Predict service provides:

• A one-hour delivery window

• Real-time GPS parcel tracking

• The option to reschedule 

This ensures safe and transparent delivery of high-value items such as thermal imaging devices, night vision equipment and precision optics.

When Does Tracking Become Active?

Tracking typically becomes active once your parcel reaches the DPD depot for forwarding.

If you have received a dispatch confirmation but tracking has not yet updated, please allow a short period for the courier system to refresh.

What If I Haven’t Received Tracking Details?

If you have not received tracking information:

• Check your spam or junk folder

• Confirm the email address used at checkout

• Contact our customer service team with your order number

We will be happy to assist.

Yes. If you are not completely satisfied with your purchase, you may return eligible items within 14 calendar days of receiving your order.

To qualify for a refund or exchange, returned items must be:

• Unused and in perfect condition

• Returned in the original retail packaging

• Supplied with all tags, manuals, accessories and documentation

This is particularly important for specialist equipment such as thermal imaging devices, night vision equipment and precision optics, where product condition and packaging affect resale value.

Once we receive and inspect the returned item, we will process your refund or exchange in accordance with our returns policy.

To return an item, please follow these steps:

1. Get in contact with us over the phone or via email

2. Securely package the item in its original packaging

3. Send the parcel using an insured and trackable courier service

We recommend using a tracked courier service when returning high-value optics or thermal equipment.

Please note:

• You are responsible for the item until it is safely received by us

• Returns should always include the completed returns form

If you require assistance with a return, our customer service team will be happy to help.

If the product you received is not suitable, you may return it within 14 days of delivery under your consumer cancellation rights.

Returned items must be:

• Unused

• In perfect condition

• Complete with all packaging and accessories

Once we receive and inspect the item, we will issue a refund to your original payment method.

If you would prefer to exchange the item for a different product, please contact our team and we will be happy to assist.

Once your returned item arrives with us, we will inspect it and process your refund as soon as possible. Refunds are typically processed within 14 days of receiving the returned goods and confirmation of cancellation.

Please note:

• Refunds are issued to the original payment method

• Your bank or payment provider may take additional time to release the funds

• Finance purchases will be adjusted in accordance with the lender’s terms

In most cases, items must be unused and in perfect condition to qualify for a return or refund. However, there are a few important exceptions.

Faulty Items

If your product develops a fault or manufacturing issue, please contact our team and we will be happy to assist.

If a repair is unable to be completed at our HQ, it will be shipped to the manufacturer for further investigation or repair.

Faulty items can be returned for inspection, repair, replacement or refund in line with your warranty and consumer rights.

Items Within the 14-Day Returns Period

Under the Consumer Contracts Regulations 2013, you may cancel your order within 14 calendar days of receiving your goods.

To qualify for a refund, returned items must be:

• Unused

• In perfect condition

• Returned with original packaging

• Complete with all accessories, manuals and documentation

This is especially important for specialist equipment such as thermal imaging devices, night vision equipment and precision optics, where condition affects resale value.

Used Items Outside the 14-Day Period

If an item has been used and is outside the 14-day return period, we are generally unable to accept it for a refund unless there is a fault or product issue. However, depending on the product, we may be able to help in other ways.

Trade-In Options

For certain items such as thermal imaging devices, optics or night vision equipment, we may be able to discuss trade-in options.

If you are looking to upgrade or replace equipment, our team will be happy to talk through available options.

Please contact us by phone or email us at contact@wildlifecam.co.uk

Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 calendar days of receiving your goods. Once we receive written notification that you wish to cancel, and the returned goods have been received and inspected, we will process your refund as soon as possible and no later than 14 days.

Please note:

• Refunds are issued to the original payment method

• It may take additional time for your bank or card provider to process the funds

• Finance agreements will be adjusted in accordance with the lender’s terms

If you cancel within the 14-day cooling-off period, we will refund:

• The full price of the goods

• The basic standard delivery charge paid at the time of purchase

Please note that upgraded or express delivery costs are not refundable beyond the standard delivery amount.

Refunds may be delayed if:

• We have not received written cancellation confirmation

• The returned goods have not yet arrived with us

• The item requires inspection

• The goods do not meet our returns criteria

If you are unsure about the status of your refund, please contact our customer service team at info@scottcountry.co.uk with your order number.

All returns must:

• Be accompanied by a completed returns form

• Be securely packaged

• Be sent using an insured and trackable delivery service

You are responsible for the goods until they are safely received by us.

To qualify for a refund, returned goods must be:

• In perfect condition

• Unused and fit for resale

• Returned with all original packaging intact

• Supplied with all tags, manuals, accessories and documentation

This is particularly important for specialist equipment such as thermal imaging devices, night vision equipment and precision optics, where packaging and product condition directly affect resale value.

We cannot accept returns for refund where:

• Products show signs of use

• Items are damaged

• Packaging is incomplete or heavily marked

• Garments show signs of wear, odours or contamination

All returns must:

• Be accompanied by a completed returns form

• Be securely packaged

• Be sent using an insured and trackable delivery service

You are responsible for the goods until they are safely received by us.

Yes.

Cancellation requests must be made in writing, either by email or through our official contact channels. Cancellation requests cannot be accepted by telephone alone.