FREQUENTLY ASKED QUESTIONS

Will the details I’ve entered on your website be secure?

Yes.  We are PCI compliant which means you can trust us with your information and details.  Other important security features on our site include 3D secure and Sage Pay.  These will allow you to make secure online credit card and debit card payments.  Frontline Safety have also been certified by Trusted Shops which is offers integrated buyer protection.

What is process for hiring an instrument?

We have a comprehensive range of gas detection equipment for hire.  Instruments can be hired for a minimum of 1 week.

We have a small list of instruments available for hire on our Hire page, however, if there is an instrument not listed that you would like to enquire about then please contact us for more information.

Do you provide training for the instruments on the website?

We can provide user and calibration training on products from Drager, MSA, Casella and also RAE Systems.  Please contact us for more information on the product you require training for.  Keep checking our site for new videos on our products and services.

We can also provide training courses for confined spaces, manual handling, first aid, H2S awareness, gas detection awareness and also NORM (Naturally Occurring Radioactive Material) Awareness.

View more information here.

How do I make a complaint?

We’re sorry you have to make a complaint. Please forward your complaint in writing to [email protected] and a member of our team will be in touch to address this.

How do I know when to have my instrument serviced?

All gas detection instruments will be calibrated every 6 months with the exception of the VOC monitors, whereas noise and dust monitoring should be calibrated every 12 months.

  RAE SYSTEMS

  Instruments

  Calibration Intervals
  *Recommended by manufacturer  

  MultiRAE family

  6 months

  ToxiRAE Pro family

  6 months

  QRAE II

  6 months

  MiniRAE 3000, MiniRAE Lite,
  ppbRAE 3000, UltraRAE 3000  

  12 months

 

  MSA

 

  Instruments

  Calibration Intervals  
  *Recommended by manufacturer

  Altair 4X

  6 months

  Altair 5X

  6 months

  Altair

  6 months

  Altair Pro

  6 months

 

  Drager

 

  Instruments

  Calibration Intervals  
  *Recommended by manufacturer

  X-am 2500

  6 months

  X-am 5000

  6 months

  X-am 5600

  6 months

  X-am 7000

  6 months

  Pac 3500

  6 months

  Pac 5500

  6 months

  Pac 7000

  6 months

Can I find out the country of origin of an item?

This isn’t displayed on our website at the moment, however it can be provided on request.

I need the Material Safety Datasheet for my product, where can I get this?

Let us know if you require the MSD and we can obtain this from the manufacturer,
depending on what the product is.

Do you have a returns policy?

Yes.  We aim to provide you with all the information you need to make a fully informed decision whenever you make a purchase. However should you wish to cancel an order or return unwanted goods there are two options.

If you wish to cancel an order before it’s been dispatched then simply log on to your customer account, note the order reference number and email the full cancellation details to [email protected] or contact our help desk on 0844 550 0001. Assuming the order has not been dispatched we will cancel.

Alternatively if you wish to cancel and order after its been dispatched then you have the right to cancel the purchase of goods without having to give a reason at any time within the “cooling off period” of seven working days, beginning the day after you take delivery of your order.   If you are in possession of the goods you are under the duty to retain them and take reasonable care of them.

If upon receipt of goods you find them to be faulty, damaged or if you have been incorrectly supplied an item, you should notify us within 24 hours by contacting 0844 500 0001 or [email protected] and quoting your order number and contact details.

Our full and detailed Returns Policy can be viewed by clicking here.

Is there a user manual available for my item?

There should be a user manual included with the item you have purchased, however if this is not the case with your item then please contact us.

Do not attempt to use an instrument without reading instructions of use.

Will my goods come with a guarantee?

The tables below indicate the manufacturer’s warranty periods for various gas detection instruments.

  RAE SYSTEMS

  Instruments

  Warranty Period

  MultiRAE family

  Two years from date of original purchase

  ToxiRAE Pro family

  Two years from date of original purchase

  QRAE II

  Two years from date of original purchase

  MiniRAE 3000, MiniRAE Lite,
  ppbRAE 3000, UltraRAE 3000  

  One year from the original date of purchase

 

  MSA

 

  Instruments

  Warranty Period

  Altair 4X

  Standard 3 year warranty (option to extend by one year)  

  Altair 5X

  Standard 3 year warranty

  Altair

  2 years

  Altair Pro

  2 years (excluding battery)

 

  Drager

  

  Instruments

  Warranty Period

  X-am 2500

  3 years

  X-am 5000

  3 years

  X-am 5600

  3 years

  X-am 7000

  3 years

What delivery options are available?

We offer a range of delivery options to suit your needs including FREE UK delivery on all orders over the value of £50 ex VAT.

Shipping costs are dependant on delivery address and will be calculated at the time of checkout.  Delivery costs are based on a maximum weight of 20kg and maximum dimensions of 40 x 40 x 40 cm.  For orders exceeding these weights and dimensions, please contact us on [email protected] for a delivery quote.

For more information on delivery please click here.

When will I receive my order?

Items which are in stock will be dispatched within a few days of order and delivery times (for UK only) will normally be around 3-5 days.  However, express UK delivery is available if the item is in stock, meaning it can be delivered next working day if ordered before 4.30pm (Monday-Thursday).  This time may vary depending on accessibility to product.

The cut-off time for orders on a Friday is 12pm, any orders after this will be treated as being received on the following Monday.

We do not despatch orders on Saturday, Sunday or on bank holidays.

Can I have my order delivered to a different address?

Yes this is possible.  However, we may contact you for further information about the address in order to ensure the address is valid and in some cases as for proof of ID.

Is there Saturday delivery available?

Saturday delivery is available at an additional cost; please contact us before ordering if you wish to go ahead with a Saturday delivery.

The item I require isn’t on the site, is there anything I can do?

Our product offering isn’t just available on our website.  If there’s an item you cannot find on our website please contact us and we will do our best to source this item for you from our suppliers.

Can I obtain a datasheet for a product?

The information in our product descriptions are generated from manufacturer’s datasheets and can be downloaded using the PDF generator on the product image.  However, if you still wish to request the manufacturers’ datasheet then please contact us.

How can I track my order?

Your order can be tracked once goods have been dispatched.  Please contact us on [email protected] or 0141 771 7749 to obtain tracking information.

Will my parcel be re-delivered if there is no one there to receive it?

If there is no one to receive a parcel from the courier they will attempt to redeliver but may contact you beforehand.  We require all parcels to be signed for.

How do I place an order?

There four options for making an order.

1.  Orders can be placed through our website.  If the item you wish to purchase is not available for sale through the website then you can contact us on the contact details below.

2.  Order via phone by calling 0844 550 001 or 0141 771 7749  (+44 141 771 7749 for
international).

3.  Order via fax on 0141 771 7747 (+44 141 771 7747 for international).

4.  Email us your order by contacting [email protected].

How can I contact Frontline Safety?

We can be contacted on 0844 550 0001 or by emailing [email protected].  Our opening hours are 8.30am-5pm, Monday-Friday.

Our postal addresses and fax numbers can be found on the Contact Us page.

My goods appear to be different from the image on the product listing.

Some of the images on our website may be for illustration purposes only and may feature parts or additional kit in the image that are not included with the actual product.  The majority of images are received from our manufacturer and where possible we try to create our own images to reflect the actual product.


If you’re unsure of what is actually included, please check the product description or contact a member of our team for confirmation.

Are there spare parts available on the website?

There is a large range of gas detection, breathing apparatus and helmet spares featured on our website.  These can be easily identified with a part number, however if you do not have a part number please contact us and we will do our best to find the part you’re looking for.

Where can I find the product code for an item?

The product code can be found to the right of the product image, underneath the product name and above the prices.

How can I find out which standards a product conforms to?

Standards should be included in the product descriptions, however if you find a product without this information feel free to contact us. 

Is my item in stock?

Some of the items we have on our website are drop shipped from our suppliers.  We aim to give you the best delivery date possible and will keep you updated at all stages of your purchase.

In the event that the supplier may not have the stock, we would inform you of this immediately and provide you with an estimated delivery date.

If this is unsuitable we may offer you an alternative product or we can cancel your order and issue you with a full refund.

How do I search for products?

Products can be searched for via the search bar at the top of the page by entering either a SKU/product code or by entering a keyword.

Alternatively, the navigation bar features all of our main product categories with sub categories and filters to help you find the item you are looking for.

Is part number D17409 (for example) the same as part number D17409/K?

Yes, the /K is a reference for Drager.

Are all products new?

Yes.  Our products come as new and packaged in their original packaging.

How do I order via the website?

Once you have found the items you are looking for you can select ‘Buy Now’ which will add the item to your basket.  You can then click on the checkout at the top of the page to complete our 100% secure checkout process. 

You can also edit your basket from this point.

How do I find out the availability of a product?

To find out availability please contact us on the live chat, telephone, or via email for this information.

Contact details can be found by clicking here.

Can we assist with any further information?

Frontline Safety Customer Reviews