TO CONSIDER WHEN PLACING YOUR ORDER AND UPON DELIVERY:
Orders placed online are delivered either with a third party haulier through the pallet network or via our own transport team. Meaning accessibility to your property and the acceptance of the delivery must be taken into consideration.
An 18T vehicle with tail lift, will carry out the delivery via the third party haulier, so initial entrance to delivery address must be wide enough, reasonably level with hard standing and free of any obstructions. The haulier will then carry out a kerb-side style delivery, taking the pallet from the vehicle using a manual pallet pump truck, onto the tail lift and must be able to be left on an area of hard standing. The pallet truck will not operate on soft or loose ground i.e. grass, gravel etc. The driver will not be expected, nor will they, take the pallet to your end desired area for your bedding.
THERE WILL NOT BE AN ONBOARD FORKLIFT TO UNLOAD YOUR ORDER AND TAKE TO FINAL DESIRED AREA I.E. TACK ROOM/BARN.
A signature will then be required, so please ensure either yourself placing the order or someone suitable is available to accept delivery on the day between 09:00-17:00. Delivery times can be requested at an extra charge. Please contact us if this service is needed.
If you have requested a preferred delivery date, we will do our utmost best to fulfil however this cannot be guaranteed. Once your order has been placed, our team will aim to organise your delivery as per your request however you will receive a final confirmation date within 48hrs.
PLEASE NOTE: If once your order is placed and the final delivery address is still deemed unsuitable and does not meet the above requirements, charges will be incurred to cover pallet return costs. For health and safety reasons, it is completely at the drivers discretion to deem the delivery address unsuitable for receipt of delivery and can decide whether to take the pallet back to their depot or unload at the nearest safe/suitable area.
WE DO NOT OPERATE A PALLET RETURN SERVICE. PALLETS AND PACKAGING ARE TO BE DISPOSED OF APPROPRIATELY AT YOUR DISCRETION.
PALLET DIMENSIONS:
● Height: 2.1M
● Width: 1.5M
● Depth: 1.2M
● Total weight: 750kg-1TONNE
36 X APPROX 20KG BALES PER PALLET.
BEFORE AND ON THE DAY OF DELIVERY:
When placing an order for multiple pallets, our team will either book this with our third party haulier (where more cost effective) or this delivery will be carried out via our own transport team.
PLEASE NOTE, DELIVERIES CARRIED OUT VIA OUR OWN TRANSPORT TEAM MAY BE CARRIED OUT A WEEK FROM ORDERING.
When organising your delivery with the third party haulier, our team will request a ‘book in’ service where your local delivery depot will contact you directly to discuss any delivery specifics you may have, prior to the receipt of your order. This may be a chance to request a set delivery time or even rearrange the delivery date if the date chosen by our team does not suit. This will also be a chance to relay any access information the driver will need to be made aware of.
As previously mentioned, our team will always aim to organise deliveries to suit any preferences made during the ordering process however this cannot always be guaranteed.
Deliveries are made MONDAY-FRIDAY, between 09:00-17:00. Saturday AM can be requested in the notes section during ordering, however this is at an extra charge of £40.00.
We do also request the driver to give you a call when nearby, however the drivers are in no way contractually obliged to carry out this service.
IF ON EXPECTED DAY OF DELIVERY, YOU HAVE NOT RECEIVED NOR HEARD ANYTHING FROM THE DELIVERY DEPOT/DRIVER PRIOR TO 3PM, PLEASE GIVE US A CALL AND WE CAN REQUEST AN ETA AND AN UPDATE. DELIVERIES MAY ALSO BE RESCHEDULED ON THE SAME DAY BY YOUR LOCAL DELIVERY DEPOT, DUE TO OUTSIDE FACTORS OUTSIDE OF OUR CONTROL I.E. TRAFFIC DELAYS, WEATHER OR VEHICLE BREAKDOWNS.
LOCAL DELIVERIES:
If you place a single or multiple pallet order and are local, the order will be redirected to our transport team and scheduled in with our local deliveries (delivery price will reflect this).
Local deliveries are carried out either by our pick up vehicle with a long wheelbase trailer, or our transit vehicle. Our team will confirm with you how/when your order will be delivered if you are local and advise on unloading.
Our own delivery vehicles do not have unloading facilities on board, so we will recommend suitable machinery is scheduled to be available if this is a possibility. Our drivers are happy to unload orders by hand, however, will only do so if others are present to help.
WE DO NOT EXPECT AND WILL NOT ALLOW DRIVERS TO UNLOAD ORDERS BY HAND AND ON THEIR OWN. YOUR ORDER WILL BE RESCHEDULED FOR A DAY WHEN HELP IS AVAILABLE.
You will be contacted by our team with a delivery date and rough estimated time, when your order is classed as local and our driver will also give you a call when 30 minutes away on the day.
RETURNS, REFUNDS AND CANCELLATIONS:
All customers have the right to cancel their order within 24hrs of being placed.
PLEASE CALL 07719554867 OR EMAIL IF YOU DO WISH TO CANCEL YOUR ORDER. CANCELLATIONS CAN BE MADE MONDAY-FRIDAY BETWEEN 09:00-17:00.
Customers can return their pallet at their own expense, if once received is no longer required/wanted. Please contact us for advice on how to arrange a return and for costs. Goods will only be accepted for return if the pallet has not been opened i.e. shrink wrap still intact and hood/bales un damaged.
If you are unhappy with the product received, please do contact the team as soon as possible and we work with you to either solve any queries or work towards a suitable refund agreed by both parties.
Refunds will be given, after a full discussion has been made between customer and the team and if no solution for any problem has been found. The amount will be agreed between customer and the team.
Goods can be damaged in transit and our team will do what they can to rectify any issues. YOU MUST INSPECT YOUR ORDER UPON DELIVERY AND SIGN ‘GOODS DAMAGED’ WITH THE DRIVER IF THERE IS ANY NOTICEABLE DAMAGE TO YOUR BEDDING.
We then ask you to take as much photographic evidence as possible and to get in contact with us directly, to make us aware as soon as possible. We can then start a claims process and look at a potential refund.
REFUNDS ARE NOT ALWAYS GUARANTEED FOR DAMAGED GOODS, IF THE PRODUCT IS STILL CLASSED AS
SALVAGEABLE. PLEASE CALL US AS SOON AS TO DISCUSS ANY DELIVERY ISSUES SO WE CAN LOOK AT GETTING THIS RECTIFIED.
