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FAQs

General

1.1 Which products are available through the tt-exchange programme?

The tt-exchange programme offers donated or discounted technology products from a variety of different providers, including Adobe, Cisco, Symantec and Microsoft. Please see our Product Catalogue for the full list of available products.

1.2 Why do you charge administrative fees?

The tt-exchange programme charges an administrative fee for each donation request processed. The fee is to cover the cost of administering the donation programme. Whilst the administrative fees vary, charities will still make savings of between 92-96% on typical retail prices.

Fees ensure that the tt-exchange programme can continue to offer donated products as efficiently as possible, at the lowest possible cost.

1.3 How do I contact you?

We can be contacted by telephone or email. Please see Contact Us for further information.

Eligibility

2.1 Does my organisation qualify for the tt-exchange programme?

The tt-exchange programme is available to UK registered Charities. Please see Eligibility Criteria for more information.

Registration

3.1 I would like to order products. How do I get started?

You will need to register for the tt-exchange programme first. You can do this on the Getting Started page. Once you have submitted your registration, we will review your details and let you know what products you are eligible for. Once you receive this notification, you can log into your account and start placing donation requests.

3.2 If someone else has already registered my organisation with tt-exchange, can I use this account to order products?

Yes, you just need to use your organisation's registered username and password to log in.

3.3 How can I find out my organisation's Password?

If you don't know your organisation's password, click on the 'Reset Password' link on the login page. You will be asked to enter your organisation's registered email address, or registered username. A new password will be emailed to your registered email address. If you don't know either of these details, you can contact us on customerservice@tech-trust.org.

Placing An Order

4.1 How do I place an order?

Please see Placing An Order for more information.

4.2 How many products can I order?

Our Partners maintain requirements for the number of products an organisation can order. For more information, please see here

4.3 How often can my organisation order products?

Our Partners maintain requirements for the number of orders an organisation can place. For more information, please see here

4.4 My organisation has multiple branches. Can each branch place orders individually?

Yes, provided each branch has its own Registered Charity number.

  • Go to Getting Started and complete the online form.
  • Once your branch has been registered, and we have confirmed that it meets to required Eligibility Criteria, you will be able to place an order by logging into the tt-exchange online shop using your branch's Username and Password.
  • If your branch has already been registered, login from our homepage.
  • If your branch has already been registered, but you do not know your organisation's password, click on the 'Reset Password' link on the login page. You will be asked to enter your organisation's registered email address or username. A new password will be emailed to you. If you do not know either of these details, you can contact us on customerservice@technology-trust.org

4.5 How can I pay for my order?

Payments can be made by Credit or Debit card via PayPal, a secure online card payments service. We also accept cheques.

Delivery Address

5.1 Can the delivery address be different from my organisation's registered address?

It is a requirement of the tt-exchange programme that goods are delivered to the Registered Address of your organisation. Please note: Certain Partners may permit goods to be delivered to a different address, provided confirmation of the delivery address is given in writing to a Trustee or Director of your organisation.

Please see Delivery Address for more information.

Order Fulfilment

6.1 When can I expect to receive my order?

Products from our Partners are subject to special processing. You can expect to receive your order as outlined in Order Fulfilment Schedules.

6.2 How will my order be fulfilled?

Your order will be fulfilled as outlined in Order Fulfilment Methods.

6.3 What should I do if I have a questions about the status of my order?

Please email your question to us at customerservice@tech-trust.org with "Order Status Request" as the subject line, and include the following information in the text of your email:

  • Organisation Name
  • Registered Charity Number
  • Order Confirmation Number

6.4 What should I do if I want to cancel my order?

Please email us at customerservice@tech-trust.org with "Order Cancellation Request" as the subject line, and include the following information in the text of your email:

  • Organisation Name
  • Registered Charity Number
  • Order Confirmation Number

Refunds & Returns

7.1 What should I do if I want to return my order?

Please email us at customerservice@tech-trust.org with "Order Return Request" as the subject line, and include the following information in the text of your email:

  • Organisation Name
  • Registered Charity Number
  • Order Confirmation Number

Account Access

8.1 What do I do if I forget my organisation's Password?

Click on the 'Reset Password' link on the login screen. You will be asked to enter your organisation's registered email address or username. A new password will be emailed to you. If you do not know either of these details, you can contact us at customerservice@tech-trust.org.

8.2 My organisation has been registered by someone else. How can I find out my organisation's Password?

Click on the 'Reset Password' link on the login screen. You will be asked to enter your organisation's registered email address or username. A new password will be emailed to you. If you do not know either of these details, you can contact us at customerservice@tech-trust.org.

8.3 What do I do if my organisation's details have changed since registration?

Please email us at customerservice@tech-trust.org with "Change Details" as the subject line, and include the following information in the text of your email:

  • Organisation Name
  • Registered Charity Number
  • The new details