Where do you deliver to?
Our standard delivery charge is $6.95 per order unless the item you have ordered says 'free delivery' (US mainland and Canadian customers only).
We are an international company with warehouses in both Greensboro, GA and Reading, UK.
If for any reason we cannot deliver an order from our Greensboro facility we will do all we can to make sure it is sent out from our UK Warehouse at no extra cost.
However, on rare occasions customs may stop small packages entering the US and Canada. Should this happen we are not liable to pay custom charges.
Unfortunately the courier we use is unable to deliver to armed forces and PO Box addresses. Please request a price for delivery outside North America.
What if I order more than one item?
If you order more than one item, items with a faster delivery time may be delayed (unless you have paid extra for Next Working Day Delivery, in which case
we will either deliver everything Next Working Day, or we will split your order so that the product for which you have paid for Next Day Delivery will be
delivered next day).
If one item is described as out of stock, please make 2 separate orders if you require in-stock items delivered immediately.
Signing for delivery
Before you sign for the goods, please inspect the product inside the box to ensure that everything has arrived undamaged. We pack our goods extremely carefully and damages are rare, however, once you have signed for the goods it may not be possible to prove that the damage occurred before before they came into your possession. If the goods are left without a signature, we must be notified of any damages or shortages within 24 hours of the delivery taking place. See 'Damaged Items' below.
Can I ask for the goods to be left round the back? Please do. There is a box for "Delivery Instructions" when you place your order. Our couriers are usually very helpful. However, they can't always guarantee to deliver to any particular part of your property - with large orders it may not be possible to take them round the back. We reserve the right to deliver only to kerbside.
Access Difficulties Orders may be delivered on a lorry. If your premises have any access problems for large vehicles, please contact us to discuss. Otherwise we will assume that you authorise us to leave your order at our couriers' discretion at a nearby location.
Current delivery is between 3 - 5 days. Please note: Whilst our delivery time is approx 3-5 days sometimes circumstances beyond our control will make it impossible for our couriers to deliver within that timeframe. So we can never 100% guarantee delivery. However, late delivery does not of itself entitle you to cancel your order.
Can I ask for delivery on a specific day or specific time? If you request delivery on a specific date, we will usually be able to attempt to deliver on that day, however we're dependent on our carriers and therefore we cannot absolutely guarantee delivery on a specific date. For this reason, we'd rather you didn't take a day off work to wait in for the couriers: a better alternative is to have the order sent to a work address.
What about delivering at a specific time? Delivering at a specific time is very difficult for a courier company - this facility is available but it is usually very expensive.
Can the courier call me half an hour before he gets to me - I'm only round the corner? Unfortunately, couriers just aren't set up to give this level of service - it is possible, but it will usually cost us at least an extra $35.
How do I track my order?
If you have a query about your order please call our customer service team on 1-646-918-8055 or email email@example.com
Queries with order
What if I refuse to accept the delivery from the courier?
If you refuse to accept an order from our couriers, you may be responsible for any additional courier costs, including the cost of returning the items to us. If you are refusing the order simply because you have changed your mind, you will be responsible for the costs of returning the goods unless you have a cancellation number (see below). If you are refusing the goods because you believe they are damaged, we will check the goods are damaged when they are returned to us. If they arent damaged, we may have to charge you the cost of returning the goods to us. If you refuse the goods because the courier company is not able to carry the goods to a particular part of your property, please remember that we are unable to guarantee that the couriers will deliver to any point other than your front door or kerbside, depending on the item.
Shortages - did everything arrive?
If you've ordered more than one item, please check the contents of your delivery and compare it with our packing note to ensure that all goods have arrived. You must notify us by email or phone within 24 hours if something hasn't arrived. Note that if you've ordered more than one item, we sometimes send by more than one courier, possibly on a different date, but this should be marked on your packing slip.
Late deliveries and other problems
We do of course make every effort to ensure that your order will arrive within the delivery times shown on the website. Unfortunately, on rare occasions this may not always be possible. Should your order be delayed or fail to arrive when expected, please contact us immediately and we will do our best to resolve any problems. (Please note that our liability does not extend to providing compensation for late or failed deliveries.) We make every reasonable effort to ensure that your order meets - and hopefully exceeds - your expectations. Of course, in rare cases things can sometimes go wrong and we will always do everything we can to rectify any problems in a quick and satisfactory manner. However please note that we cannot be held responsible for any resulting additional expense you may incur unless with our prior agreement.
What if I need to cancel my order before it's been despatched?
You can cancel your order in writing at any time up to the end of 7 working days after the goods arrive. If your order has already been despatched, or we are not able to prevent the despatch of goods, you can always return them under our 7 day returns policy (see below). If you cancel an order before despatch, we will give you a cancellation number which you should retain in the event of any subsequent enquiry. That number is your proof that you have cancelled the order in time to prevent it being despatched. If you dont have a cancellation number and you refuse to accept an order from our courier that has been correctly supplied, we will need to deduct the cost of returning the items from any refund that we make. Items made to order cannot be cancelled. Made to order or bespoke items will usually be described as such on the website. In addition, anything where you are specify for example a colour or size that is not described on the website is made to order. For more information on items 'made to order', see below.