Delivery Information & Exclusions

Standard delivery

• Orders placed by 9 PM Mon - Fri –sent on a 1-3 working day delivery

  • (Parcel deliveries – cost £6.99)
  • (Trims & larger items – cost £16.99)
  • Pallets – cost £55.00
• Orders over £299 (excluding carriage & VAT): Free standard delivery* (exceptions apply, see delivery exclusions below). We do offer other premium upgrades depending on the shipment type, carrier, and delivery postcode. Please refer to our shipping section on checkout for what upgrades are available.

Next working day delivery

Our Next Working Day cut-off is 9PM, please contact our customer service team if your order is coming directly from a supplier as times can vary.

• Next working day (Signature Required):

  • Parcels - Additional £3.99 per order
  • Trim and larger items – Additional £6.00 per order
  • Pallets – Additional £35.00 per order

While we strive to ensure all Next Working Day orders arrive on time, unforeseen delays with carriers can 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.

Weekend delivery

• We do not dispatch orders on Saturdays or Sundays.
• Saturday and Sunday are not working days. If you require a weekend delivery, please select a Saturday or Sunday delivery option at checkout.
• When placing your order, available delivery options will appear at checkout. Please contact our customer service team if you are unsure of your options.

Timed deliveries

If you have paid for a timed delivery and it hasn't arrived when expected, check your courier tracking and please be considerate of any traffic congestion or unforeseen delay the driver may encounter. If you have any more questions, please contact our customer service team, who will be able to help track down your order.

If you have paid for a timed delivery and it arrives past this period, write the arrival time when signing for the delivery. Proof of arrival time is essential for us to be able to issue a refund for missed timed delivery.

Timed deliveries are excluded the following postcodes, and are typically a 3 day service: 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.

Restricted Access

When placing your order, available delivery options will appear at checkout. If your order is being sent to a remote area, this is classed as “restricted access” and should be selected when completing the transaction. Please contact our customer service team if you are unsure of your options.

Direct Supplier Deliveries

Some products are shipped directly from our suppliers. If you've selected the Next Working Day upgrade, these items may not be dispatched until the following working day. However, if your order is urgent, please contact our customer service team.

Lead times can vary depending on the size and product type. When placing your order, delivery options will be shown to you.

If your full order consists of both items stocked by Pro Tiler Tools, and items that come direct from the supplier, it will be automatically split into multiple deliveries that will have different lead times. Contact our customer service team if you need any assistance.

Out of stock products

If any items in your order are out of stock, a member of our customer service team will contact you to resolve the matter as quickly as possible. We appreciate your patience and understanding in these situations and are committed to providing you with the best possible service.

If we cannot reach you before we are due to dispatch your order, we may dispatch the items we have in stock with the remainder to follow, in order to minimise delays with your project.

Standard 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 during transit. This does not mean they’re waterproof, and we do not recommend goods are left outside.

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.

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.

Please contact our customer service team here if you have any restrictions.

Saturday pallet upgrades

Pallex: Due to carrier restrictions any Saturday premium upgrades selected past 5PM 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.

Risk assessment

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

If your delivery meets any of the below criteria, we recommend contacting our office between the hours 7AM - 7PM 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.

• 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.

Kerbside deliveries

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

Oversized pallets

Oversized pallets carry additional delivery restrictions.

If the consignment/pallet is less than 2.0m this can successfully be offloaded using a tail-lift and pump truck.

Anything greater than 2.0m offloading arrangements i.e. forklift, need to be in place. If you’re unsure and need any assistance, we recommend contacting our team for further assistance.

Free delivery excluded items

• The following items are excluded from free delivery:

  • Grouts
  • Wet Saws
  • Backer Boards
  • Partial or mixed pallets

Free delivery excluded locations

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

  • Scottish Highlands and Islands
  • Northern Ireland
  • Channel Islands
  • Isle of Wight & Isle of Man