COURIER DELIVERY (UPS):
Due to the weight of products, the majority of orders are sent out by courier service. The charge for this is £12.00 regardless of the number of items ordered. This is inclusive of the costs of order processing, picking, packing, packaging materials and the courier charge. This is sent out on their standard service and will usually arrive within 48 hours (often within 24 hours), subject to stock availability. Customers are advised by email if there is likely to be any delay.
Products sent by courier require a signature on receipt. We cannot give the delivery driver any special instructions such as “leave delivery next door” or “leave parcel in garage”, etc. You can leave an instruction on the door of your property; however, whether this is followed is at the discretion of the delivery driver.
Every parcel that gets sent out via UPS comes with a tracking number, these are available on request. Please email email@example.com and we can pass these details on.
1st CLASS POST:
Certain items can be sent by post and where this is at all possible this service will be used in order to reduce the delivery cost for the customer, even if the customer has agreed to the £10.50 charge for the courier service (the customer will be informed of the reduced carriage charge). Typically this covers things like Tankmaster spares, etc. Delivery time using 1st Class Post can be quite quick (often within 24 hours); however, it is dependant upon your local postal delivery service.
If you haven’t received your parcel within 2-3 days, parcels do sometimes get lost within the system due to no fault of our own. The standard Royal Mail policy to claim against lost packages is 30 days after the expected due date of the parcel. We would be able to resend the goods but you would be charged again for this and refunded once a claim can be made.
Occasionally, quantities ordered exceed the weight/size of parcels that can be handled by our standard delivery system or is outside the zone we would normally send to. In such case we may be required to make different delivery arrangements such as sending out on a ‘pallet’ service or via international delivery. If this arises we will always contact the customer in advance and agree any additional costs that might be incurred.
We will not be held responsible for goods that are delayed due to strike action or goods delayed due to bad weather or delays due to a third party such as shipping across water or airtrafic control strikes cargo strikes, postage strikes.
In the event you order an incorrect item you need to contact us within 14 working days of receipt to firstname.lastname@example.org. You will be given a returns number reference number which you must mark on the package when returning to us for a full refund. If you contact us after 14 working days we reserve the right to charge you 20% restocking fee. Also the refund will be for the product cost only and not including any carriage charge. If you do not have the ability to return the item a collection can be arranged and the cost will be deducted from the refund. All of the above is only valid if the item is returned unused, in its original packaging and in a resalable condition.
All UK orders are charged VAT at the point of sale. However, if customers require the goods (and the invoice) to be sent to ‘non-VAT’ countries then we will remove the VAT from the order at the point of charging the debit/credit card. All carriage costs incur standard VAT (unless this is to a non-VAT destination). This is outside our control and is obligatory.
Subject to stock availability, orders received by 2:00pm. will be dispatched the same day. Orders received after 2:00pm. will not be dispatched until the following day.
There is a ‘Special Instructions’ box on the order form where the customer can add notes about Delivery/VAT issues if they have any specific concerns.