FAQs

We offer a range of consumables essential for the smooth operation of care homes. This includes incontinence products, hygiene supplies, medical equipment, cleaning products, and much more.

Our products meet or exceed industry standards and regulations. We source our consumables from reputable manufacturers and suppliers who maintain the highest quality and safety standards.
If you have any further questions or need assistance, please don't hesitate to reach out to our dedicated customer support team. We're here to help you find the right consumables for your care home's needs.

Using our cleaning range is simple! Download the dosing instructions for the required product on our website, 

follow the dosing measurements carefully and use them on the surface in question.

No, neutral smelling products are to be used in any area where food is prepared, to prevent cross-contamination into food items.

Yes, we offer product samples for selected items. Contact our customer support team to inquire about sample availability and to request samples for your care home.

To place an order, you will need to apply for an account. Please click here to apply for an account and pricing or click here to login to an existing account. Once approved, you will be able to order. 

Yes, we offer bulk and wholesale pricing options for many of our products. Please get in touch with our sales team for specific pricing details and to discuss your unique requirements.

Absolutely! Simply click here to see your recent orders which can be repeated at the click of a button.

We accept all major credit/debit cards and payments via Direct Debit & BACS, subject to T&C’s.

Your payment information is secure, and we prioritise your privacy by conforming to all GDPR laws and regulations.

Please double-check your order before confirming the purchase; once an order is placed, modifications or cancellations are challenging. However, we aim to take orders on a case-by-case basis, so please contact our customer service team on 0800 2335993 who are always on hand to help.

We apologise for any delays. If your order is taking longer than expected, please contact our customer support team with your order number, and we will investigate the issue promptly. Alternatively, use the chat function at the bottom right-hand screen of our website.

We strive to always reduce the number of damages and incorrect items you receive. Please contact our customer support team at customerservice@care-express.com with your order number, and we will investigate the issue promptly. Alternatively, use the chat function at the bottom right-hand screen of our website.

Once your order is shipped, you will receive a confirmation email with a tracking number. You can use this number to track your package on our website or the carrier's site.

Once your order is processed, you'll receive an email confirming that your order has been shipped. Most orders will arrive the next day, however, some may take a little longer depending on stock availability and delivery address.

Yes, delivery is free for all orders over £95, please see below for more details.

• Minimum order value of £50 for any order.
• Minimum UK carriage paid order is £95 (£8.95 carriage charge if below).
• Scottish Highlands/Northern Ireland £200 (£20 carriage charge if below).
• UK Offshore £500* (£20 carriage charge if below).
  

*Offshore including Isle of Wight, Isle of Man, Channel Islands (Guernsey/Jersey).

Delivery times vary based on your location and the items you've ordered. Typically, we aim to deliver your order the next working day if the order is placed before 2pm.

Delivery schedules vary by courier and location. However, most of our deliveries will only take place during the standard working week.

We have a hassle-free return and exchange policy. If you're not satisfied with your purchase or received damaged items, please contact our customer support within 3 days of receiving the order. We'll guide you through the return or exchange process.

You can update your billing information by logging into your account on our website. Navigate to the "Billing" or "Account" section, where you'll find options to update your payment details.

Certainly. If you need a copy of a past invoice or receipt, please use our online accounting portal, located on our website. Login to your account and navigate to the “account” section.

Our standard credit terms are 30 days from the point of invoice. If you require any specific arrangements, please reach out to your Account Manager to discuss.