FAQ's
How can I pay for my order?
We accept all major credit and debit cards, American Express, PayPal, Apple Pay, Google Pay, Amazon Pay, and bank transfers. The options will be presented during checkout.
How do I track my order?
If you paid for courier delivery (Royal Mail, DPD, UPS, or DHL) or selected a tracked standard mail service during checkout then your tracking number will have been e-mailed to you. If you have an account you can also access your order history including tracking details by logging in.
If you selected the cheapest standard shipping option during checkout then tracking is not included in the price of that service.
Can I cancel or amend my order?
Here at Makergenix, we pack and ship our orders as fast as humanly possible. Sometimes this means your order is picked, packed, and added to the very big stack of parcels just minutes after you've placed it.
This means that we are unfortunately unable to amend or cancel or combine orders once they have been confirmed at the checkout.
Please do not raise a support ticket to cancel/ amend an order as our support team is unable to cancel or amend checked-out orders.
We do however have a no-quibbles return policy, meaning you can return any unused/unopened items to us for a full refund within 15 days.
What is my tracking number/ id?
If you opted for a tracked shipping option when placing your order, you'll find your tracking ID on your shipping confirmation email as soon as your order leaves our warehouse (No email? Click here).
Standard shipping doesn't include a tracking number, and can occasionally (but rarely) take a little longer to arrive than the estimated times.
(No email? Click here).
I haven't received a shipping confirmation email
Shipping confirmation emails are only sent once your package leaves our warehouse and is handed to our delivery partners.
How long does that take?
If you place your order from Monday to Friday, we'll do our very best to ensure your order is shipped out to you on the same day.
On rare occasions, this may not be possible (during busy times such as new Raspberry Pi launches for example).
I've waited - still no email?
90% of the time we find that our emails are sitting quietly in your spam folder - please check your junk mail, it's usually there!
Another common confusion is the email address itself. We only send the shipping confirmation to the email address on the account used at the time of ordering. If you have multiple email addresses, it's worth having a quick check across your accounts.
Nope - still nothing!
If you still can't find that elusive shipping email, please contact support - providing your name, email address, and postal code.
Can I pick up my order?
If you're lucky enough to live in Sheffield-on-Sea we can usually organize a collection of orders placed online providing you give us a few hour’s notices to get it ready and wear a mask whilst collecting.
Place your order as usual and then drop an email to support@pimoroni.com with the order number. We'll let you know when it's ready to collect.
It helps the post ninjas out if you can put something like 'picking up in person or 'hold for collection' in your shipping address. We'll refund the postage when the order is collected.
Please note we may not be able to arrange collections at busy periods!
How do I return an item?
Sorry to hear that you wish to return your order item(s).
Our return policy is detailed on our policies page. Please open a support ticket using the link at the top-right of the page and let us know your order number, what you'd like to return and why.
We'll try to help you fix any problems you're having with our products first of course, but that doesn't work we'll then give you a unique RMA number along with our returns address and instructions to send your items back.
How do I report missing items in my order/ incomplete order?
We're really sorry to hear that your order is not complete. Whilst we do our best to get things right 100% of the time, mistakes can happen in the packing room.
Please open a support ticket using the link at the top-right of the page and one of our friendly support team members will help you. Please don't forget to include:
- Your order ID
- Items received
- Items missing
- Where can I find my invoice?
Once you've completed your order, a full VAT invoice is available from the following places:
Order confirmation/shipping confirmation email - a text URL to your invoice in PDF format can be found on your order confirmation email (sent after you complete the checkout process/when your order has shipped).
Customer account page - when logged in to your account, your invoice can be downloaded in PDF format from the "My Orders" section of your account (example below).
How do I use your products?
Many of our products have tutorials to get started and introduce you to the features. They can be found linked from the product page on our store or by visiting our Learning Portal directly.
All our code is open source and hosted on GitHub! Usually, the appropriate link is on the product page itself but you can browse our entire set of repositories if that floats your boat.
Our forums are also full of wonderful, helpful, customers just like you! A question posted there can often result in a quick answer that is tailored to your situation.
And of course, if none of that can get you underway, our support team will be keen to help out. Just drop them a line.
Are there any education discounts?
We sure do! Sign up for an education account at our wholesale store to get access to education pricing. With an education account, you'll have the choice to either pay online or via purchase order.
You will need to verify you represent an educational institution before we activate your account.
How to become your distributor?
If you're happy to make orders with a minimum value of £250 then we can arrange a business account for you with credit terms. Businesses can pay on invoice and will have a dedicated contact to support their ordering and billing.
You must get in touch to set up a business account be force placing your order.