Stock Delay and Backorder FAQs

At Defib Warehouse, we are committed to delivering outstanding customer service, with a speedy, straightforward experience for customers. Sometimes, due to circumstances outside of our control, stock isues occur – and we have shortages of certain products.

If this happens, we usually resolve the stock shortage as soon as possible, but in cases of manufacturer recalls or shortages, this can take some time. Should this occur, we will keep you updated throughout the process via email.

Why have you taken my money if you have no stock?

In order to secure an item, like all other retail, we take payment before stock is delivered. This enables us to get the stock as soon as possible from the manufacturer by paying up front for the orders we have made. Due to the shortage, we are dispatching stock received in the order that our customers placed and paid for their orders.

Why can’t you give me a specific lead time for my order?

We are in regular communication with manufacturers and chase them on a daily basis for updates on affected stock. Unfortunately, they are unable to tell us how many units we can expect, and when we can expect them. As soon as we receive more information, we will pass this onto you.

Can I cancel my order and get my money back?

Yes. However, we would urge caution as every distributor will be experiencing the same stock issues due to manufacturer delays. We are distributing stock as it comes in, in the order that our customers placed and paid for their orders. If you cancel your order, you will lose your place in the queue.

What happens if I need to use my defibrillator in an emergency and the pads are out of date?

The electrode pads contain a special conductive adhesive gel and, over time, the chemicals in the gel begin to break down and the gel dries out. This will not happen overnight when the expiry date is reached, but the pads provide less effective adhesion and conductivity the older they are, and may not adhere to the victim’s skin sufficiently, especially during CPR. Reduced conductivity has the potential to result in incorrect heart rhythm readings during the analysis phase as well as insufficient shock delivery.

What happens if I need to use my defibrillator in an emergency and the batteries are low?

Whilst you are waiting for a replacement you can still use the unit and it should have the ability to deliver shocks after the expiry date. The precise number of shocks will vary dependent upon the make and model of your unit.

When I get my order will my pads be short dated because they’ve been sat waiting to be delivered?

No. The pads are out of stock due to the manufacturer not being able to get hold of the source materials to produce them. When supply does come through these are freshly manufactured items and the date will be as expected.

Can I jump up the queue as my pads are now out of date?

Unfortunately not. As you can appreciate there are currently many of our customers in this position and the only fair way we can distribute stock as it comes in is in the order that our customers placed and paid for their orders.