Your order will arrive on a wooden pallet as a kerbside service, carried out through our 3rd-party haulage partner and delivered via a large commercial freight vehicle.
This is a weekday 8am - 5pm service. Disposal of all waste and moving the goods is your responsibility. Every effort will be made to drop a pallet as near as possible to where you would like the goods dropping, however do note that obstacles such as gravel, grass, stepc... etc can hinder how far a driver may transport the goods.
Upon receiving your order, Thomas will be in touch to schedule a convenient delivery date. We never dispatch pallets without having first spoken with you, or designated delivery recipients.
Delivery takes 3 working days in transit > and we like to ask for up to 5 days to prepare your order allowing for shows and general movements off-site throughout our busy periods.
In special cases we are able to prioritise your order and in most cases anyway we see a 5 working day turnaround from order > delivery. Contact Thomas right away if an order is urgent 01981 343222 or sales@tomsyard.co.uk.
The contact name and phone number from your order will be used as your nominated point of contact. Please ensure these details are correct and that the individual answers their phone.
Day of Delivery & Signing for Goods
If you have not received communication from the haulage firm with a 2hr delivery window, please get in touch and we will chase the matter sharpish. Their office opens from 8am.
Upon delivery, please ensure you check your order for any damages before the driver departs.
Even if they are in a bit of a rush, you must insist. This said, we try to make your life easy by using clear film. In most cases, it won't take you just a few brief minutes to unpack an order and a smashed pot, albeit a rare occurrence, is quickly apparent.
Once the goods have been signed for, Tom's Yard and our third-party haulage partner are unable to accept any liability for damages.
This bit is very important. By signing for the goods, you formally accept and acknowledge their condition. Should damages be reported after the goods have been accepted, due to very complicated prior experiences, we are unable issue refunds nor issue replacements free of charge.
Goods will not be left on-site where no-one is there to accept delivery unless written or verbal consent has been given to Thomas, or directly to the haulage firm.
Under the circumstances, it is recommended that you are present for delivery. Although breakages are very rare (less than 1 in 100), we try to do everything we can to avoid the complications that may come with them.
Delays, Re-Delivery & Site Access
With regards to delays, please be aware that Tom's Yard cannot be held accountable should your order not arrive within your provisional timeslot. We understand that delays can be awfully inconvenient and at times very frustrating, but drivers are often late due to road conditions, hold-up's at previous jobs etc... and really do try their best.
Should a driver be unable to deliver due to blocked road access, re-delivery will incur additional charges that Tom’s Yard must pass on to you, at cost. These are often around £40 inc VAT. As a small business, we are not in a position to absorb additional shipping costs, particularly as we already take on a portion of these.
Do note, it is at a drivers discretion if they are unable to access your property due to blocked road access. Although you may have an alternative route that they or their SatNav may not be aware of, should this put them off schedule by more than 15 minutes, they will need to move on.
In the case of your property having limited access (e.g. narrow gates, tight country lanes, restricted urban dwellings). we are able to request smaller vehicles however this is down to the availability of the vehicles in your local depot. If you have tight access, please let us know and we will first enquire to find out what the available solutions are. Do note that smaller vehicles may come with a surcharge ranging up to £50 for delivery.
Cancellation Policy
For orders cancelled upon receipt of goods, please head to our
returns policy.
For orders cancelled once they have left the Tom’s Yard premises but before they have been delivered; we are not in a position to to refund delivery charges as we will still be billed for the service. As we charge delivery below cost price, your order will be refunded in full less a £75 average shipping fee. This is to ensure we do not lose money further to refunding your order.
Orders cancelled once they have been prepared for dispatch but before they have left the Tom’s Yard premises are subject to a 15% re-stocking fee of the value of the goods on order. This is not charged just for the sake of doing so. In some cases an order can take around an hour to prepare, so this re-stocking fee accounts for time and packaging used in the process that cannot be used again.
