How do I create an account?

You can create an account by selecting “Register” at checkout or through the My Account section of our website. Simply enter your details, choose a secure password, and your account will be created instantly. Business and institutional customers can also add billing and shipping details for faster ordering.

Will I receive confirmation of my order?

Yes. Once your order is completed, you will automatically receive an order confirmation email containing your order number, product list, and billing information. If you do not see the email within a few minutes, please check your junk folder or contact us.

I’ve found a product cheaper elsewhere - what should I do?

If you believe you have found a genuine Simulaids product at a lower price, please contact us with the details. We will verify the information and let you know whether we can match or review the price. Please note that we do not match pricing from unofficial suppliers or counterfeit product listings.

I can’t find the right product for my requirements.

If you're uncertain which training manikin, skill trainer, or simulation accessory best fits your training needs, our team can help. Contact us with details of your scenario or training objectives, and we will recommend the most suitable product options.

How do I contact Simulaids if I have a question about product features?

You can contact our sales and support team via email, phone, or our contact form. If you prefer, you may also request a call-back or book a virtual product demonstration.

Do you offer quotes for bulk, institutional, or government purchases?

Yes. Schools, universities, NHS trusts, emergency services, and training providers can request formal quotes for bulk orders or framework procurement. Contact us with your requirements and we will prepare a tailored quotation.

What are your office hours?

Our office is open Monday to Friday, during standard business hours. Exact times may vary by department; for urgent enquiries, please leave a message and a team member will respond as soon as possible.

What methods of payment do you accept?

We accept major debit/credit cards, bank transfer, and approved purchase orders from recognised institutions. If you require alternative payment arrangements, please contact our accounts team.

When will I be invoiced?

Invoices are issued when your order is processed. Approved institutional customers may receive invoices upon dispatch. All invoices are emailed directly to the billing contact listed on the account.

What happens if I have VAT‑exempt status?

If you qualify for VAT exemption (e.g., certain medical or educational bodies), please provide the required documentation before placing your order. Once verified, VAT exemption will be applied to all eligible items.

Where do you ship to?

We ship throughout the United Kingdom, Europe, and many international destinations. If your region does not appear during checkout, contact us for a custom shipping quote.

When will I receive my order?

Delivery times vary depending on product type and stock availability. Standard in‑stock items typically ship within a few working days. Larger manikins or specialised training equipment may require additional preparation time. Your order confirmation will include estimated delivery timeframes.

How can I track my package?

Once your order ships, you will receive a tracking link via email. You can use this to monitor progress from dispatch to delivery. If tracking is not available for your delivery method, our team will provide updates directly.

Do you offer support if I experience a problem with my product?

Yes. We provide full technical support for all Simulaids products. Contact us with your product details and a description of the issue, and our team will guide you through troubleshooting, replacement parts, repair options, or warranty support.

Do you offer repairs or servicing of your products?

Yes. We supply repair services and replacement parts for a wide range of Simulaids manikins and training tools. For damaged or worn components, please contact us with the product model and issue so we can advise the best solution.

How long a warranty do you offer on products?

Most Simulaids products include a 12‑month manufacturer’s warranty covering defects in materials or workmanship. Some specialised items may include extended coverage. Warranty details are listed on each product page and provided at purchase.

Are replacement parts or consumables available for your manikins?

Yes. We offer a full range of replacement parts—including skins, airways, chest inserts, consumables, and electronic components. If you are unsure which parts fit your model, our support team can confirm compatibility.

Are Simulaids products compatible with other training systems?

Many Simulaids products can be used alongside third‑party training equipment, but compatibility varies by model and manufacturer. Contact us if you have specific equipment you want to integrate.

Do your products meet UK, EU or international training standards?

Yes. Most Simulaids products are designed to support recognised medical, EMS, and vocational training standards, including BLS, ALS, airway management, trauma, and patient assessment. Standard compliance details are available on individual product pages.

Do you provide product manuals, setup guides, or training videos?

Yes. Digital manuals and guides are available for most products, and many items include training videos or downloadable resources. If you need additional materials, contact us and we will provide the relevant documentation.