Carramore International Limited
Carramore International Limited

Frequently Asked Questions: Orders

Where do we send the purchase order?

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Who handles our order at Carramore?

Orders (quotations post purchase order) are handled by both Elaine and Rachel. In this way the knowledge is shared and better cover can be provided when there is leave or sickness.

Will we be able to cross-reference the quotation/proforma invoice number on related order documents?

Yes, although we generate a sales order number after we receive the purchase order the final proforma number is cross referenced throughout, on subsequent invoices, packing lists and statements.


Where do you send the shipping documents?

We email the full set of documents to the company clearing the cargo at the final destination, although we may also send all these documents to the relevant user/s. Invoices are also sent individually to the Requester, User and any finance contacts specified for the relevant buying organisation (customer), with each email referencing the customer number, the original quotation/proforma number, the purchase order reference and the invoice number.


What does insurance cover?

Loss or damage, see Insurance for more details

Why do you levy a dry ice surcharge?

If dry ice is required for shipping we levy a fixed charge, which varies according to the destination and so journey time. We do this because the additional costs incurred bear no relation to the value of the product/s.

The charge is intended to cover the related costs: the dry ice itself (sufficient for the journey all the way to lab and allowing for sublimation on the journey to us and onto the final destination), the delivery cost of the ice, the hazard surcharge imposed by the airline for this hazardous material, and the thermal box in which we ship.


How do you ensure products have sufficient remaining shelf life?

We will always ensure that products will be shipped with a minimum of 6 months remaining shelf life where possible.

Some products may only be available with a shorter than 6 month shelf life, when we would ask if the expiry date is sufficient for your requirements.

Some short shelf life products, required on a regular basis, are best dealt with by setting up a standing order at the quotation stage.


It is important that as early as possible you discuss you expiry date requirements, so that you can either adjust quantities to match available expiry dates or plan from the beginning for split delivery of relevant products.

We are in the process of introducing lot and expiry date management within our system which we will see these recorded when we receive products, with this information being printed on the product label and also appearing on our packing list. In both cases we aim to help you with both inventory control and better record your lot changes according to GCLP. The process will be rolled out incrementally by vendor until all relevant products are covered.




What if I require a longer expiry date?

You must ensure that we are aware of any date requirements at the time of quotation. It may be that a product line with a quantity of more than one can be split into separate lines, to be delivered at different times, when new batches become available with dates that meet your requirements.


Can I buy products to last the whole project length?

Yes. We need to know your date requirements. Product lines with a quantity of more than one can then be split into separate lines, to be delivered at different times, when new batches become available with dates that meet your requirements. Nevertheless there is a limit to the period over which this can be set up in advance, determined by the manufacturers and products in question.


I have received an invoice for some small items with a seemingly disproportionate shipping charge, why?

The quotation/proforma invoice calculates the total shipping charges, based on a variety of factors set out in the Quotation FAQ section. Within the order shipping charges are allocated against each sales line, in proportion to the line value. But product value and shipping costs are not necessarily related, so individual invoices may not seem to have shipping charges related to what has been shipped. Nevertheless the total value of shipping charges eventually invoiced will match that on the original quotation.


I have received an invoice, but have not yet received my products?

Sales invoices are often generated on the day of dispatch. The goods may still be in transit, or may have arrived at your stores and are being checked against the packing list or awaiting collection.


What is a packing list?

A list of all products contained within a shipment. The list is ordered by box number to aid the checking off of these products when they arrive at the destination.


When will I receive my order?

The shipment time depends on when in the week your purchase order is received, the number of products, the product/s themselves and the supplier turnaround. In practise the shipment time can be anywhere from one day to many weeks.

The time taken between shipment and arrival your site depends on your location and the import processes in your country, but can be as little as a few days.


My project has been put on hold – what shall I do?

Let your order administrator know immediately. Where possible arrangements could be made to hold unshipped products until required.


Why is the invoice received only for part of my order?

All available items are included in each shipment leaving our premises for that consignee, unless there is a particular requirement to ship an order complete.  If items are missing from your invoice, then these were not available in our premises at the time of shipment.


What do we need to do on receipt of the shipment?

The carrier’s delivery note should be carefully read to check that it covers your goods, and the number of pieces. The pieces should be counted, labels checked to ensure they are all for you, and that no damage is apparent. If any pieces are not for you they should be refused, this and any damage should be noted on the delivery note, and if no copy is provided a copy should be taken. 

Check the consignment for temperature sensitive products and put them to the appropriate storage conditions, even if checking off is to happen the following day.


What sort of damage should be noted?

Physical damage to a carton, leaking liquids etc.


What do we do next?

Open up the boxes and carry out your usual goods received checking, it may well be that some external damage has not translated into product damage. If product is damaged, set out the details in an email to your Carramore order administrator, including any documentation you have.


Can I get a replacement for broken and/or damaged goods?

Yes, when goods arrive damaged or broken we will replace them, and seek redress from the supply chain if possible.


We have ordered the wrong product, what can we do?

If the product is cold chain then unfortunately there is nothing that can be done. Manufacturers do not accept returned cold chain products, as they cannot be sure the cold chain has been maintained so do not put such product back into circulation.

If the product is not cold chain we will endeavour to resolve the situation, although what is possible or makes financial sense for you will depend on the physical size of the products in question and their value.


What is the difference between the shipping invoice and the commercial invoices?

The shipping invoice is a consolidated document, which shows all items contained within the shipment. This document accompanies the shipment and is used for customs clearance purposes only, avoiding having to present many different commercial invoices, as these are generated for each order.