How and When Boxes Ship (Plain Unbranded Stock Only)
We are based in the UK. Despatch of goods is from our warehouse in the UK.
The $20 flat-fee shipping price you pay on bulk orders covers a DHL 'signed for' delivery service. Delivery timing will depend on where in the USA you are based, but allow 3-5 working days from the date of despatch to be on the safe side.
Sample only order delivery charges are weight based and calculated at checkout. Delivery timing is the same as bulk.
The UK is 5 hours ahead of Eastern time and 8 hours ahead of Pacific. Orders will despatch 1-2 days after receipt of your order, depending on the time we receive it. We despatch goods Monday – Friday, excluding weekends and UK Public Holidays.
Delivery to New York is the fastest transit time of around 2 days, the further west, or if you are in a remote location, the longer delivery can take. Generally 98% of all orders are received within 2-4 days and 2% in 5-7 working days from despatch, unless there is a Customs' delay beyond our control.
Transit times cannot be guaranteed, so if you have a critical deadline please leave plenty of time for delivery. We cannot accept liability or consequential loss based on an expectation of an exact delivery date.
You can keep a check on progress using the tracking number you will be sent when goods leave our warehouse.
If you place a very large pallet order it may take an additional 24 hours to prepare the pallet and additional paperwork.
Please only sign for what you have received! For example, if you sign for two packages and have only received one, it makes it difficult for us to track any missing packages. Please ensure there will be someone available to take delivery of your goods at the delivery address specified, as a signature will be required. Please notify any delivery shortages or damages to us immediately upon receipt, by completing the contact form to the right.
If there is evident transit damage, please sign for the goods as unchecked or damaged with evident outer carton damage.
Very occasionally multi-package consignments may be separated in transit, you may receive one package one day and the balance package/s later the same day, or the following day.
Please check the tracking number provided for a tracking update to check the partial delivery is registered. The courier will likely be aware of the partial delivery and will return with the rest of your consignment . If in doubt please call DHL on 1-800-225-5345 and quote your tracking number for an accurate update.
If neither of these options provide a satisfactory response, please contact us using the contact form to the right so we can obtain more information.
At your cost you may return unopened items within 30 days of delivery for a full product only refund, provided boxes arrive back at our UK warehouse unused, in good condition, in their original inner/outer packaging and are saleable.
In the event you receive defective or incorrect product, we will cover the cost of return shipping or more likely credit you the value, depending on the issue.
Normally you should expect to receive a refund within 2 weeks of us receiving goods back to our warehouse, although in many cases you will receive a refund sooner.
Due to the fact we cannot control the storage conditions of delivered goods, we cannot accept return or replacement of defective goods after 30 days from delivery. Please check your delivery carefully upon receipt to ensure you are entirely satisfied.
If you need part replacement for damaged goods please complete the contact form to the right and we will advise the best options for arranging return and/or replacement.
If you plan to return product for any reason please contact us first so we can advise you the best way forward.