Shipping and Delivery Information
ATTENTION: PLEASE READ THIS NOTICE BEFORE SIGNING AND ACCEPTING YOUR SHIPMENT, FAILURE TO FOLLOW THESE PROCEDURES MAY JEOPARDIZE YOUR RIGHTS TO WARRANTY REPLACEMENT AND / OR REIMBURSEMENT FOR SHIPPING DAMAGE
1. Please examine the shipment carefully for product damage before the driver leaves. If there is obvious damage or if you have any reason to believe that there may be hidden damage to the product (e.g. outer packaging cracked or torn), please advise the delivery driver, make a notation on the delivery note receipt and save all the paperwork.
2. If the damage is obvious at the time of delivery, please notify us as soon as possible and take digital photos, if possible, of the damage before unpacking the skid. Please do not unpack until you have notified us as the freight company may need to send an independent inspector to document the damage in order to verify a claim for damages. We will also need a copy of the delivery note the delivery company gave you at the time of delivery.
3. If you don’t notice the damage until after unpacking the pallet or box, please take digital photos of the damage. Notify us immediately with a detailed description of the damage as there is a two week window to report concealed damage to the delivery company. Failure to report concealed damage before this time requirement may result in failure to receive warranty replacement or reimbursement.
If you have any questions regarding freight damage claims or any other questions regarding your order, please contact us or call: 0203 7959090
Depending on your order type, your product(s) will ship out within 5-14 business days. In stock Product Delivery generally takes 3-7 business days after production is completed, depending on location. We deliver our products with carriers (FedEx, TNT, APC etc) or by our Pallet network service (for larger pre-assembled dividers).
Once you order is placed, we only allow a 2 hour window for changes and cancellations. Changes or cancellations outside the 2 hour window will then be treated as a return.
Small Parcel Carriers:
Products delivered in this method will arrive via a small-parcel carrier such as TNT, UPS, Parcelforce or APC
A physical street address is required for all addresses.
Standard shipping rates for ground floor delivery apply to the mainland UK. Shipments to Ireland, highlands or Islands require a longer service and may incur an additional charge. All other countries and U.S. Territories are considered International. International orders are shipped via FedEx International and additional charges will apply. Each product will show availability for international shipping on the product page.
Products delivered using our Pallet Network will arrive via a large truck from a contracted local pallet carrier. Freight delivery is standard when the size and/or weight of the product is too large to ship using small-package carriers.
These deliveries require a recipient to be present during delivery and are made during normal business hours Monday through Friday between 8 a.m. and 5 p.m. The delivery agent will call in advance to schedule a delivery appointment, generally within a 4-hour window, or you can schedule your own appointment online with our carrier when tracking your shipment.
Pallet Deliveries are truck-level deliveries made outside the main home entrance . Please note the street of access must be at least 10 feet wide with an overhead clearance of at least 14 feet. If the street is smaller than this, additional handling charges may apply. Contact us about availability/pricing for additional services.
Transporting the item into the desired area is the customer's responsibility. Individual drivers may provide some assistance, but we cannot guarantee this additional service, which is why we offer additional delivery services at checkout (see below).
Delivery agents are not equipped to dispose of packaging materials.
Shipping Services Explained:
Driver lowers the product from liftgate truck to the ground. You, the customer, will be responsible for bringing the item inside and unpacking it. The driver will NOT provide any assistance beyond lowering the items to the ground. If you select Curbside Delivery but are unable to bring the item inside, you will be charged a £125 re-delivery fee and an additional £75 liftgate fee as the driver will need to reschedule your delivery and come back at a later time.
Inside Delivery (Extra Cost)
Driver lowers the product from liftgate truck and drops the pallet off inside of your doorway. The Driver will NOT provide any assistance beyond dropping off the pallet inside of the desired doorway. The driver will NOT be able to bring the product up any stairs or steps. If you need help moving the product beyond the entryway or up any stairs/steps, please select our White Glove Delivery option.
What to do upon delivery:
Please inspect the package at the time of delivery before you sign the carrier's delivery receipt, and ask yourself the following questions:
Are all pieces accounted for?
It is your responsibility to check that all items are correct and all pieces accounted for before you sign. If a box is missing, you may accept the delivered pieces, make a note of the shortage on the delivery receipt, and contact customer service to locate the missing item(s).
Are the boxes or product(s) damaged?
You may choose to refuse the delivery if there is unacceptable damage to your item(s). If you choose to refuse the delivery, you must note the damages on the delivery receipt. Please contact customer service to notify us of the refusal.
If only part of an item is damaged, you may accept the order, record the damages on the carrier's delivery receipt, and contact us. We may be able to replace damaged pieces. If a damaged item arrives outside of our business hours, please contact us on the next business day. We will request that any replacement item(s) be sent to you promptly and free of charge.
Once you have signed the delivery receipt, including any notation of damage, make sure to ask the delivery driver for a copy of the delivery receipt. Also, record the delivery company's name and truck number if available so that we may track the order back to our vendor or warehouse. If you discover damages after the delivery is complete, please contact us within 24 hours so that we may resolve the situation immediately.
Receiving Instructions and Damage Claim Policy:
Damages during transit are common when transporting products. However, you can do your part to help prevent it and we will be happy to replace any product DAMAGED DURING SHIPPING AND REFUSED UPON DELIVERY. Call us and we will place a new order for you at no extra charge.