Help & Info
Order processing
- Same day, next day, next working day...
In a nutshell, we process your orders as rapidly as is physically possible. Orders that are received by 2 p.m. French time on a working day are usually shipped the same day. After 2 p.m., orders will be despatched the next working day.
- Exceptions
However, on very rare occasions, we are unable to keep to this commitment. The reasons for this are varied but include such as strike action, ill health or supply issues. If your order is affected by such issues, we undertake to keep you informed – and you can of course cancel your order if you wish.
- Notifications
After placing your order, you will receive email notifications keeping you updated on its progress. It is therefore important we are provided with your correct email address – and that you are able to consult our email notifications, just in case we need your input on addressing an issue with your order.
Shipping & Delivery
- Your choice
We work with a number of shipping companies to provide you with as much choice as possible, in terms of cost, convenience and rapidity. When ordering anything on our website, these will be visible once you provide us with a delivery address. If you login to your account before placing an order, your registered addresses will be used to display the corresponding service providers. If you have not logged into your account, or you prefer not to open an account with us, then you will be presented with a list of shipping companies only once you specify your delivery address.
For information, we use the services of La Poste, Colissimo, Chronopost, UPS, DHL, Mondial Relay and their partner/associate companies across Europe (Deutsche Post, An Post, Poste Italiane, etc.).
Returns & Exchanges
- Keeping things simple
Anyone can make a mistake. So if you order the wrong product, or if you change your mind, it’s nice to know we’ve got your back.
If you discover that what you have ordered is not suitable for your needs, you can either return it for a full refund, or to exchange the item for the correct one. The return postage and packing costs will be your responsibility, but we will provide you with a discount coupon to be used against a future purchase, to compensate for the amount you spent returning the item.
If there is a problem with your order, i.e. your Tear-Aid® doesn’t work as you expected or with the items you are trying to repair, then you will need to contact us giving us details so we can determine where the issue is. It may be easily remedied, or require further assistance from ourselves, but in all cases we will work with you to provide you with the best outcome.
- Getting it right in the first place
We are the first to acknowledge that Tear-Aid® is not the miracle panacea to all repair problems. Therefore, we do our utmost to help our customers choose the best solution for their repair, providing as much information as possible in the instructions that accompany our products as well as in the information we provide on this website. We also review and update this information periodically in the light of customer feedback.
And so our customers can be certain about the suitability of our product before they invest in any of our solutions, we offer a test kit at very low cost so customers can “try before they buy”.
- If we get it wrong
Finally, if we make a mistake, then of course you will be fully covered. We promise to respond and offer a solution that is to your satisfaction, rapidly and efficiently.
PRODUCT DATA SHEETS
- Materials Safety Data Sheets - MSDS
Below are links to the Materials Safety Data Sheets that relate to our products.
- Tear-Aid Patches and Tapes
Below are links to the Materials Safety Data Sheets that relate to our products.
- Tear-Aid Cleaning and Degreasing Wipes
Below are links to the Materials Safety Data Sheets that relate to our products.
Faq
The list of frequently asked questions we have listed below, relate to order processing and any subsequent issues. If you require more information, then please consult our other FAQs:
NTS Europe is the official distributor of Tear-Aid® in France since 2010. We sell Tear-Aid® products direct to the trade, to professionals and to the general public in France and throughout the rest of Europe. Our primary sales channel is the Internet, via this website and a number of online retailers, as well as on eBay and Amazon, for example.
If you have any difficulties obtaining our products, or if you would like to suggest a stockist near you, please contact us initially either by phone (+33 2 53 44 05 37) or by using our contact form available here.
Connect to your account, open the Recent Orders tab, select the order you wish to return, then click on the Refund button to open the Refund Request form.
We will then process your request as promptly as possible and keep you advised on its progress.
Youhave21daystoreturnanitem You have 21 days to return your purchase following the date of receipt of the item.
First access your account, click on the Recent Orders tab, then locate the order you want to return – and click on Refund. Complete and submit the Request Refund form, then follow the instructions that you will receive in due course.
Of course, so long as the original item is in its original condition, the contents intact, and can be resold.
Refer to the first FAQ, “How do I return an item” for instructions on how to return and exchange an item for a different reference.
Anything from one day to two weeks depending on where you are in the world, and the shipping service you select when completing your order.
After entering your delivery address, you will see a list of shipping options available to you, with an estimate of when you should expect to receive your purchase in each case.
We accept a wide range of payment options including credit and debit cards (Carte Bleue, Visa, Mastercard, etc.), PayPal, Google Pay and Apple Pay plus a number of other options depending on which country you live in.
If you are a business customer, we also accept company cheques and bank transfers. Details upon request.
We regret that we no longer accept personal cheques.
Of course!
Currently we are working on a secure area of the website which will be available exclusively to our trade customers, but until this work is completed, we request that you contact us using our Trade Inquiry Form, available by clicking on this link.
Once your account is approved, we will send you the most up-to-date price list and order form to streamline the ordering process.
In the first instance, please fill out our account application form (available on the NTS Europe website by clicking here), detailing who you are and the type of retail operation you run.
