Frequently Asked Questions
When will you ship my order?
This depends on the time of day you placed your order and the delivery service you chose. If you have placed your order after 4pm on a working day then your order will be processed and shipped on the next available working day. If you have placed your order on a Friday after 4pm or over the weekend, then your order will be processed on the first available working day (excluding bank holidays). If you have chosen our next working day option and placed your order Monday – Thursday before 1.00pm then we will process your order and ship it the very same day. If we are unable to fulfil any orders, then you will be notified as soon as possible.
When will I receive my order?
This depends on the delivery service you chose during the checkout process. Standard deliveries are 2-3 working days between the hours of 8.00am and 6.00pm both commercial or residential.
Can I track my order?
Yes, you can visit the courier company’s website to track your parcel. Tracking information will be emailed to you from the courier via SMS Text if available.
What happens if I am not around on the day of delivery?
If you are not available at the delivery address when the first attempt is made, then the couriers will leave a card to advise they have been and what you can do next. They may also choose to deliver your goods to a neighbouring property if they feel it is safe to do so. Delivering goods to a neighbouring home or business is now a standard procedure with most parcel carriers and reduces the carriers carbon footprint and saves you time and money in attempting to rearrange deliveries. The courier may also choose to leave the goods safe at the property in a porch, shed or carport at the driver’s discretion. This again is to reduce their carbon footprint and to save you time and money.
Can you contact the driver making the delivery and change the address or day?
We are unable to make direct contact with any of the courier drivers who will be delivering your parcels or pallets. Attempting to change or alter the address once the goods have left our warehouse is extremely difficult. We can however change your delivery address if the goods have not left our warehouse. Please contact us immediately in writing at the email address email@example.com quoting your order number and new address details.
I’ve ordered the goods to be delivered to my home, but work all day, is this ok?
Yes and no! – We fully appreciate that most people work away from the home however we cannot stress enough how many times this causes redelivery problems. We advise all our customers to either have their goods delivered to a work address (if allowed) or arrange for someone to be at the property to accept delivery.
Do i need to sign for the parcel or pallet?
Yes. Our parcel carriers will require a signature on delivery under normal delivery conditions.
My parcel appears damaged, should I refuse the delivery?
We take great care in picking and packing your order so that your goods arrive in one piece! Remember, you have bought the contents of the box and not the box itself! Packaging is designed to absorb the day to day impacts of courier transport and if the carton appears damaged in any way, accept the parcel but sign for it as damaged packaging. Open and check the contents of the delivery immediately. If you find the product is perfectly intact then the packaging has done its job. If, however you find the contents to be damaged then please contact us at firstname.lastname@example.org and we will be here to help.
Can I call in and collect my order?
In most cases you can collect your order from our warehouse in Holmes Chapel, Cheshire. If you wish to collect your goods, we kindly ask that you contact us straight away so that we can advise when your order will be ready. Due to some products being shipped direct from manufacturer we are unable to allow collection on some items. Please contact us to discuss your collection.
Collection times are restricted to 9am-3pm Monday – Friday Only.
My delivery has something missing or is wrong. What should I do?
Please contact us immediately on 01477534273 or email email@example.com