Delivery Information & Exclusions

Free Delivery Exclusions

The following items are excluded from free delivery:

Adhesives & Grouts
Wet Saws
Backer Boards
Any palletised delivery

Additionally, free delivery does not apply to the following locations:

Southern Scotland, Scottish Mainland & Borders
Scottish Islands
Northern Ireland
Channel Islands
Isle of Wight & Isle of Man

Pallet Deliveries

We recommend someone is present on site to accept all deliveries. All shipments are wrapped in shrink wrap with a top cover to protect the goods, this does not mean they’re waterproof.

Pallet deliveries arrive on an 18T rigid vehicle with a tail-lift offload. An 18T vehicle is slightly larger than a Dustbin lorry with less manoeuvrability. Please take this into consideration when placing orders, especially for road weight restricted areas like 7.5T or single-track roads.

All drivers must complete a dynamic risk assessment before offloading. This determines whether the environment and conditions are safe to proceed.

Dynamic site evaluations

Ground surfaces – Uneven terrain, camber inclines/declines, gaps between the tail-lift and delivery area. Hard standing is required for safe offload.

Accessibility – Parking restrictions, pedestrian traffic, weight limits, obstructions to site.

Weather – Rain, ice, snow, or wind affecting surface traction and load stability

Public & driver safety – Ensuring pedestrians are clear during unloading and the area is safe for the driver to operate.

Palletised deliveries are kerbside drop only and will not be delivered to your door.

If your delivery meets any of the above criteria, we recommend contacting our office between the hours 07:00-19:00 on 01604 859800 where one of our team can assist. Failing to make us aware of any restrictions, additional charges may apply for failed or re-deliveries.

Order Dispatch & Delivery Times

Standard Delivery

Orders placed by 9:00pm – sent on a 1-3 working day delivery
- (Parcel deliveries – cost £6.99)
- (Trims & larger items – cost £14.99)
- (Pallets – cost £45.00)

Excludes the following postcodes: BT, FK17-99, G83, HS, IM, IV1-28, 33-56 & 63, JE, KA27-28, KW1-17, PA20-49 & 60-78, PH15-26, 30-44 & 49-50, ZE1-3 (typically a 3 day service)

Weekend & Timed Deliveries

We do not dispatch orders on Saturdays or Sundays.
Saturday is not a working day. If you require a weekend delivery, please select a Saturday or Sunday delivery option at checkout.

Timed Delivery Notice:
We allow 30 minutes grace for timed deliveries for any traffic congestion or unforeseen delay the driver may encounter. If you have paid for a timed delivery and it arrives past this period, write the arrival time when signing for the delivery. Failure to do so means we cannot issue a refund for the missed timed delivery.

Next-Day & Special Delivery Services

Next-Day (Signature Required):
- Parcels - Additional £3.99 per order
- Trim and larger items – Additional £7.00 per order
- Pallets – Additional £35.00 per order
Orders over £250 (excluding carriage & VAT): Free standard delivery* (exceptions apply)

We do offer other premium upgrades dependant on the shipment type, carrier, and delivery postcode. Please refer to our shipping section on checkout for what upgrades are available.

Please note some items are sent directly from our suppliers, therefore the delivery times may vary. Please call the office if you have any questions regarding the lead times or stock availability of direct items.

All prices stated are exclusive of VAT

International Deliveries

For deliveries outside the UK:

Add your products to the basket and change the country to receive an instant quote.
Estimated delivery time: 2-6 days. *Please note this is an estimate and the actual delivery time can vary
Very large items & pallets: Allow up to 40 days by sea.
Customs & Import Duties: We are not responsible for taxes, customs fees, or any other charges imposed by the importing country.

Some items, such as adhesives and large wet saws, may not be available for international shipping. Please contact us for a quote.

9PM Cut-Off

Supplier Direct Products

Some products are shipped directly from our suppliers. If you've selected the Next Working Day upgrade, these items will not be dispatched until the following working day.

Pallet Shipments & Saturday Upgrades

Due to carrier limitations, orders consisting of six or more pallets may not be dispatched on the same day. This is to ensure compliance with logistical constraints, such as vehicle capacity and safety regulations. For larger shipments, additional arrangements may be required, which could result in a delay in dispatch. We appreciate your understanding and recommend contacting our team during office opening hours for further assistance. Due to carrier restrictions any Saturday premium upgrades selected past 17:00 on Fridays, do not have to be adhered to. This is due to the carrier having a prior warning to plan and allocate resources to deliver the goods successfully.

Office / Customer Service / Trade Counter

Mon-Fri: 07:15 - 19.00

Sat: 08.00 - 12.00

Out of Stock Products

During office opening hours, if any items in your order are out of stock, a member of our customer service team will contact you to resolve the issue. We appreciate your patience and understanding in these situations and are committed to providing you with the best possible service.

If we experience temporary stock shortages after office opening hours, we will make every effort to dispatch the remaining items from your order as soon as possible. This ensures that you receive the majority of your order without undue delay, even if some items are temporarily unavailable.

Other

While we strive to ensure all Next Working Day orders arrive on time, unforeseen delays with carriers may occasionally occur. These can be caused by factors such as severe weather, traffic disruptions, mechanical issues, or other logistical challenges beyond our control. In such cases, we will work closely with the carrier to minimise delays and keep you updated on your order's progress.

*Exclusions apply

Thank you for shopping with Pro Tiler Tools!

F. Ball

F. Ball