FAQs

For frequently asked questions about individual Donating Partners' programmes, please see:

General

1.1 Which products are available through the PNGO Programme?

The PNGO Programme offers donated technology products to eligible organisations. Please see Browse Products for further information.

1.2 Why do you charge administrative fees?

The PNGO Programme will be charging an administrative fee for each request processed. The fee is to cover the cost of administering the donation programme.

Whilst administrative fees vary, charities will still make savings of between 92-96% on typical retail prices.

Fees ensure that the PNGO Programme can continue to offer donated products as efficiently as possible, at the lowest possible cost.

1.3 How do I contact you?

Please see Contact Us.

1.4 How can I get advice on selecting products?

FREE help & advice on selecting products is available to organisations already registered with the PNGO Programme, via XXX. Please see Help and Advice for further information.

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Eligibility

2.1 Does my organisation qualify for the PNGO Programme?

The PNGO Programme is available to XXX organisations with nonprofit status as granted by the XXX. For more information see Eligibility Criteria.

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Registration

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

Please see Getting Started for further information.

3.2 If someone else has already registered my organisation with the PNGO programme, can I use this account to order products?

Yes. You will need to use your organisation’s username and password to log in.

3.3 How can I find out my organisation’s username and password?

If you do not know your organisation's password, click on the Request New Password link on the right of the screen. You will be asked to enter your registered email address or username. A new password will be emailed to you. If you do not know any of these details, then contact us at customerservice@example.org.

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Placing an Order

4.1 How do I place an order?

Please see Placing an Order for further information.

4.2 How many products can I order?

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

4.3 How often can my organisation order products?

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

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

Yes, provided each branch has been awarded it's own exclusive nonprofit status by the xxx. If this is the case:

Complete the on-line form.
Once your branch has been registered, and XXX have confirmed it meets the required Eligibility Criteria, you will be able to place an order by logging in to the online shop using your branch’s username and password.
If your branch has already been registered, login from the home page.
If your branch has already been registered, but you do not know your username and password, click on Request New Password on the home page and enter your organisation’s registered email address. Your organisation’s username and password will be emailed to your organisation’s registered email address. If you do not know any of these details, then contact us at customerservice@example.org.

4.5 How can I pay for my order?

Payments can be made by manual invoice, credit or debit card through the online shop.

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Delivery Address

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

It is a requirement of the PNGO Programme that goods are delivered to the Delivery Address of your organisation.

Please note: Certain Donor Partners may permit goods to be delivered to a different address, provided confirmation of the delivery address is given in writing by a Trustee or Director of your organisation. Please see Delivery Address for further information.

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Order Status

6.1 When can I expect to receive my order?

Products from our Donor Partners are subject to special processing. You can expect to receive your order as follows:

Business Objects - Up to 10 days from the date we receive your order
Bytes of Learning - Up to 10 days from the date we receive your order
Cisco - Up to 90 days from the date we receive your payment and Order Confirmation.
Flickr - Up to 10 days from the date we receie your order
Mailshell - Up to 10 days from the date we recive your order
Microsoft - Up to 14 days from the date we receive your order
Symantec - Up to 21 days from the date we recive your order

Please note: Hardware orders may be delivered in more than one shipment.

6.2 What should I do if I have a question about the status of my order?

Please e-mail your question to us at customerservice@example.org with 'Order Status Enquiry' as the subject line, and include the following information in the text of your email:

Organisation Name
Registered Charity Number
Order Confirmation Number

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

Please e-mail us at customerservice@example.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
Reason for Cancellation

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Refunds & Returns

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

Please e-mail us at customerservice@example.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
Reason for Return

7.2 In what form will refunds be issued?

Refunds will be issued by crediting the credit or debit card on which payment for the order was made.

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Account Access

8.1 What do I do if I forget my organisation’s username or password?

Click on the Request New Password link on the right of the screen. You will be asked to enter your registered email address or username. A new password will be emailed to you. If you do not know any of these details, then contact us at customerservice@example.org.

8.2 My organisation has been registered by someone else. How can I find out my organisation’s username and password?

Click on the Request New Password link on the right of the screen. You will be asked to enter your registered email address. A new password will be emailed to you. If you do not know any of these details, then contact us at customerservice@example.org.

8.3 What do I do if my organisation’s details have changed since it was registered on the PNGO Programme?

Please e-mail us at customerservice@example.org with 'Change Details' as the subject line, and include the following information in the text of your e-mail:

Organisation Name
Registered Charity Number
The new details

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