Customer service and frequently asked questions

Forms

Policies and terms

Brochures

Fire alarm, voice alarm and emergency lighting terms are explained in the fire safety glossary.

Frequently asked questions

Where is PAP’s warehouse located?

The warehouse address is Niittytie 25, Building C, door 2, 01300 Vantaa.

What are the warehouse opening hours?

The warehouse is open Monday to Friday from 8 am to 4 pm.

What are the delivery times for products?

Delivery times vary from product to product. You can ask about the delivery time when placing your order, for example at info@pap.fi.

When can a collection order be picked up?

The warehouse sends an email notification when the order is ready for collection.

How can I return products?

Returns and credits for unopened products are agreed with our customer service; otherwise our terms of delivery apply. If a product is faulty, fill in the RMA form. Instructions for completing the form can be found in the completion guide. The return process is described in the return instructions.

How can I track my order?

When the order is dispatched, the recipient receives a tracking link at the email address given with the order.

How do I obtain the documentation for an old project?

Documentation for old projects, such as zone plans and programs, is ordered using the order form. The files are delivered securely, and the service fee is based on the current price list. Read more in the article Documentation service and delivery of old documents.

How often should fire safety systems be maintained?

There is no single maintenance interval for all systems: the maintenance instructions for each device and system determine what is done and when, and the maintenance programme brings them together. In PAP’s TURVA maintenance services, we draw up a maintenance programme for the site and agree on maintenance visits in advance. The importance of maintenance is discussed in the article A well-maintained fire alarm system reduces fire damage.

Is financing available for purchasing fire safety systems?

Yes. PAP’s TUOHI financing service spreads the cost of purchasing a fire safety system into monthly rental payments over an agreed contract period. Ask us and we will tell you more about financing.

Who are PAP Group’s services suitable for?

Our customers include property owners, housing companies, property managers, asset managers, construction companies, electrical and building services contractors, and design firms. You can purchase a single service from us, such as maintenance or plans, or combine several services into a package that suits your site. For electrical designers, we offer expert support even before a project starts.

Does PAP Group offer fire safety training?

Yes. In TAITO training services, training is tailored to the site’s operations, staff and the safety technology in use. Our range includes, among others, basic fire extinguishing training, evacuation drills, training for fire alarm system custodians (the person designated to look after the system), hot work safety training, occupational safety card training and first aid training. Training can be delivered in Finnish, Swedish or English.

How are regulatory requirements taken into account?

We hold TU quality certification and meet the competence criteria for electronic security systems. In design, we help prepare the project documents and deal with the authorities; official decisions are made by the competent authority. During installation, we inspect our own work, issue installation certificates and take part in inspections. The inspection obligations of those responsible for the equipment are discussed in the article Tukes: companies are not sufficiently aware of their obligation to order statutory inspections.