Important Information About Your Delivery

This useful guide contains information and advice about all aspects of your delivery. Please take a few minutes to read it. Also, please print it or save it on your computer for future reference. You should also have received our Important Product Information with comprehensive advice and useful tips to help you enjoy your purchase to the full. Please contact us if you have not received it.

CONTENTS

Scroll down or click on the links below:

• YOUR PALLET DELIVERY - LOG CABINS AND LARGE GAZEBOS
• EXPRESS DELIVERY
• THE LORRY
• OPTIONAL CRANE DELIVERY
• PLANNING YOUR PALLET DELIVERY
• THE DRIVER
• THE DELIVERY
• UNLOADING THE INDIVIDUAL COMPONENTS
• STORING THE INDIVIDUAL COMPONENTS
• RECEIVING YOUR DELIVERY
• THE PALLET NETWORKS

YOUR PALLET DELIVERY - LOG CABINS AND LARGE GAZEBOS

PICTURE: A typical unopened log cabin pack.

• The largest packs are up to 6 metres long (20ft) and weigh up to 2 tonnes (2000kg), which is longer and heavier than most cars.
• Even the smallest packs are around 3 metres long (10ft) and weigh around 750kg.
• These pallets are too large and too heavy to be unloaded quickly and easily with a hydraulic tail lift and a pallet truck.
• Your order includes our standard pallet delivery, which is ideal if you want a fast delivery or a specific delivery day.

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EXPRESS DELIVERY

• Your order includes next day delivery on any weekday of your choice, using a national pallet distribution network.
• Next day delivery is available throughout mainland England, Wales and Southern Scotland.
• Delivery is within 3-5 days in Northern Scotland.
• Unless you ordered a special delivery option, the delivery could be any time between 9am and 5pm.
• Special delivery options include AM delivery, PM delivery, delivery at a specific time and Saturday delivery.
• You can also request a phone call shortly before delivery, which saves people waiting around on site.

PICTURE: A wooden gazebo pack with the wrapping removed.

UNLOADING

• Pallet networks do not use lorries with a crane so large pallets need to be unloaded by hand, piece by piece.
• Our pallet delivery service is especially popular with customers who want to install the building themselves.
• By the time you finish unloading and checking your delivery you will know every component.
• At most properties the pack is unloaded at the front. It often needs to be moved into the back garden after delivery which takes longer than the unloading.
• Unloading by hand is not difficult if you are fit and strong.
• We have arranged thousands of large pallet deliveries which were unloaded by hand.
• A small 10'x10' (3x3m) log cabin includes less than 200 pieces of wood, plus the doors and windows.
• A large 16'x16' (5x5m) log cabin includes less than 300 pieces of wood, plus the doors and windows.
• We recommend 2 fit and strong people to unload which normally takes around 30 minutes.
• The driver normally helps to unload and most are very helpful. However, we cannot control this as the driver is not our employee.
• If you do not want to unload by hand please contact us - we can often upgrade you to a crane delivery.

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PICTURE: A typical pallet delivery lorry.

THE LORRY

• The delivery vehicle is normally a rigid lorry around 10m (33ft) long with curtain sides.
• The lorry is approximately the same length as 2 cars parked in line, but please allow 3 car lengths for manoeuvering.
• The back of the lorry is normally around 8m (27ft) long.
• Please advise if lorry access is difficult at your property.
• Reasonable access to your property and parking directly outside is assumed.
• Please advise if there are any low bridges, narrow bridges, weight limits, width limits, parking restrictions, unloading restrictions or narrow lanes at or near your property.
• Our lorry is bigger than a large bin lorry. Please advise if a large bin lorry cannot easily park outside your property.

PICTURE: A large bin lorry.

• The back of the lorry is normally around 8m long, which is long enough for our largest packs.
• The pack is half the width of the truck and fits along one side of the lorry.
• The driver will ensure that the lorry is facing in the right direction for unloading.

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OPTIONAL CRANE DELIVERY

PICTURE: A lorry with a truck mounted crane unloading a log cabin.

• Our crane delivery service is the easiest way to have your log cabin or gazebo delivered.
• Lorries with a truck mounted crane can unload large pallets quickly and easily in one piece with no hand unloading required.
• At most properties the driver can unload the pack without assistance in about 15 minutes.
• At most properties the pack is left on the drive, often along one side of the drive so it is out of the way.
• Occasionally it is possible to hoist the pack over a wall or hedge and place it next to the base, which may save a lot of time.
• Crane deliveries are normally arranged as part of a full load of up to 6-12 log cabins, all in the same area.
• We offer a selection of cabins and gazebos from stock with delivery by a lorry with a crane within few weeks.
• We also offer a huge choice of log cabins and gazebos with delivery using a crane or fork lift, but these buildings are normally made to order with a longer lead time.
• Crane deliveries are slower than pallets and you cannot choose a specific day, but no hand unloading is required.

PICTURE: A lorry with a truck mounted crane loaded with 4 cabins and felt tiles.

• Our crane delivery service is especially popular with customers who are paying somebody else for installation.
• Fitters normally require a few weeks notice which nullifies one key benefit of a fast next day pallet delivery.
• Fitters expect to move the individual components from the front of the property. This is normally included in their price.
• At most properties the unopened pack can be stored somewhere for a few days. If so, you can save the stress and effort of unloading by hand and also the extra task of moving the components afterwards.
• Ideally the pack is delivered a few days before the installation starts and remains unopened until the fitter arrives.
• Our crane delivery service is available as a low cost option throughout England, Wales and Southern Scotland.

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PLANNING YOUR PALLET DELIVERY

• Our popular “book in” service is free. It is normally a 3 day service. Your pallet is delivered to your local depot who phone you to agree a convenient day and time for delivery. When the local depot phones, make sure you keep their phone number so you can contact them if you need to.
• We are sometimes asked to deliver a pallet on a smaller vehicle. This is normally possible but only with notice when your local depot has a smaller vehicle available. This service is free but it may delay the delivery by a day or two.
• Local farmers and businesses with a fork lift are often happy to help unload with advance notice if asked.
• Estimated arrival times are approximate. Journey times are unpredictable due to variable traffic and delays with other deliveries.
• If asked we will add notes requesting specific times to avoid, for example if you live near a school.
• We recommend simple instructions because the pallet networks are sub-contractors. We do not know your local depot or the driver.
• Be on the look out for a telephone call on delivery day. The driver may be lost and trying to contact you.
• We can request a phone call from the driver around 30-60 minutes before delivery if you need to get home or if you have a helper waiting.
• Delivering large pallets is expensive. You can postpone delivery at any time up to the day before delivery. However, you should not cancel or postpone the unloading on the day of delivery as this may incur expensive re-delivery charges. You should unload the pallet whatever the weather even if one of your helpers fails to arrive.

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PICTURE: A typical unopened gazebo pack.

THE DRIVER

• We recommend that you start unloading promptly and keep unloading steadily without stopping.
• The driver may not allow unloading to start unless he or she is confident that it will be unloaded quickly. You may need to reassure the driver.
• The driver is responsible for the health and safety of anybody on their vehicle and may not allow anybody on the back of the lorry.
• Most drivers are fit and strong and happy to help with unloading. However, this is not certain. They are employed as drivers and not obliged to undertake physical work. It is up to each driver. We have no control over this because the driver is not our employee. We recommend that you organize enough people to unload without assistance from the driver, just in case.
• Paying the driver to help unload is at your discretion. Most drivers will help you anyway. Also, if you have enough helpers you do not need any help. Not all drivers are fit or keen on physical work. We recommend that you evaluate your driver before offering any incentive.

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PICTURE: A close up view of the plastic wrapping, the strapping and the timber frame around a log cabin pack.

THE DELIVERY

• Unless you ordered an AM, PM or time specific delivery, the delivery could be any time between 9am and 5pm.
• Pallet networks normally allow up to 30 minutes to complete each delivery, after which waiting time is payable.
• In practice waiting time charges are rare, especially if the unloading is only a few minutes late.
• If possible find helpers who are fit, strong and happy to put in some physical work for up to 30 minutes.
• Too many helpers makes unloading quick and easy but too few could be stressful.

PICTURE: Individual timber logs.

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UNLOADING THE INDIVIDUAL COMPONENTS

• To open the pack normally requires a sharp knife. A claw hammer may also be required.
• You will need thick and tear resistant gloves. Always wear gloves when handling timber to avoid cuts and splinters.
• First cut the straps to open the pack.
• Some packs feature timber outer framing which needs to be carefully removed first.
• Any polythene covering should also be completely removed to expose the components.
• Most of the components are individual pieces of wood weighing 5-10kg which can be unpacked one or two pieces at a time.
• Even a 6"x2" (145x45mm) wall log 20' long (6m) only weighs around 18kg.
• We recommend 2 people to unload the largest items safely.
• The heaviest components are often the windows and doors.
• The glass is often factory fitted, which reduces damage but it means the doors and windows are heavy.
• Smaller windows and single doors are often supplied in one piece, assembled in the frame.
• Larger windows and double doors are often broken down into separate sashes or door leaves with the frame in separate pieces.
• Other heavy components include triangular front and rear gables supplied with apex roof cabins. Gables are often supplied in one piece for easier installation. Disposable battens which hold the gables together during handling are removed after installation.
• Other heavy components include prefabricated roof panels, which are sometimes supplied with corner cabins and smaller hexagonal or octagonal buildings.
• At most sites you will need to move the individual components soon after delivery. If you plan to assemble the building yourself, carrying the components into the back garden provides a good opportunity to familiarise yourself with the components. If not, a family member or your chosen fitter may be able to do this for you, for example in the evening after work.

PICTURE: Some of the components packed on the pallet with other loose components alongside.

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STORING THE INDIVIDUAL COMPONENTS

• If you move the individual components from the original delivery point but you do not start the installation work straightaway, you need to protect the components.
• You should stack the components neatly on the original pallet and strap the components tightly to the pallet to restrict any possible movement of the timber.
• We recommend using the original pallet at the bottom of the pack to store the components. It was tailor made for the job, providing a stable platform and preventing direct contact between the components and the ground.
• Be careful in hot or sunny weather to store timber components in a shady spot, if possible, or inside a garage or outbuilding. In strong sunlight long pieces of timber can bow or twist and smaller pieces can shrink significantly, even if covered. To counter this, you should tightly strap the timber to the pallet so that it cannot move.
• You can use DIY ratchet straps to strap the pack up tightly. These are inexpensive and widely available from DIY stores or online.
• If your order includes floor and roof insulation this can be also be placed on top of the pack. Insulation is the ideal material to protect timber components from strong sunlight.
• If you removed the original PVC covering in one piece it may be suitable for re-use. If not, a tarpaulin will help to keep the components dry.

PICTURE: All of the individual components packed on a pallet without the wrapping.

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RECEIVING YOUR DELIVERY

• If you expect somebody else to receive the delivery on your behalf, please email this guide to them or print a copy and give it to them.
• Check the goods for any visible damage before signing the delivery note.
• If there is minor damage please do not refuse the delivery but add the word "damaged" next to your signature.
• There is always space on a delivery note or a hand held device to add a brief note.
• Any damage must be reported on the day of delivery. Please CLICK HERE to Contact Us.
• Please email a photograph of any damage to enquiries@summergardenbuildings.co.uk. This makes processing a claim faster.
• When signing for the goods, never use the words "unchecked" or "not checked", which are often interpreted as "received in good condition".
• Since the Covid-19 pandemic, there is often no requirement to physically sign for goods. However, you are still receiving a delivery whether you sign something or not. You should report any damage or suspected damage to the driver and ask to see evidence that your concerns have been noted. If you are not reassured please advise us promptly on the day of delivery.

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THE PALLET NETWORKS

The only way we can deliver our pallets throughout the UK within a day or two is using national pallet networks. The service is better than the parcel networks we use for smaller deliveries, with fewer delays and much less damage. The vast majority of pallets are delivered on time and intact, but not all of them. If you are one of the unlucky ones we can only apologise and try to resolve the problem. It can be very annoying if a delivery is late or damaged. Unfortunately we cannot operate without the national pallet networks and we cannot change them. Although it does not solve anything we thought it may help you to understand a little about how they operate:

PICTURE: The central hub of a national pallet network late at night, full of pallets and trunkers being loaded and unloaded.

• National pallet networks are normally based on a bicycle wheel structure, with one central hub and lots of spokes, each leading to a local depot.
• Every day each depot collects pallets from within its own local area, which are delivered to the central hub that night.
• After each trunker lorry has been unloaded at the hub, it is loaded with pallets which need to be delivered by that depot in its local area on the following day.
• Early the next morning, the trunker lorries return to the depot with all of the pallets their depot needs to deliver that day in their local area.
• The pallets are then loaded into smaller lorries, each of which delivers and collects within a small patch of the local area.
• The local depot based near us in Norwich collects from us every day and delivers your pallet to the central hub.
• The final stage of the journey is delivery to you by your local depot.
• Every day two national networks collect pallets from our warehouses.

PICTURE: A network hub in the early hours, with fewer trunkers to process and most of the pallets already on their way.

• Damage is far less frequent than parcel networks because each pallet occupies its own space on the lorry.
• The pallets are picked up by fork lifts and pallet trucks with no manual handling.
• With each pallet picked up and set down a minimum of eight times as it travels through the network, there is always a chance of damage or routing errors.
• Although the service for pallets is more reliable than parcels, on busy nights the networks do not always have enough space on the lorries for every pallet to every area. If a backlog develops overnight it may not be cleared until the next day and some pallets may be delayed by a day.
• Occasionally on the busiest nights the hubs are overwhelmed. This means there are more pallets than the network can deliver on the following day, so some pallets are delayed. Most delayed pallets follow on a day later than expected.
• The busiest night every week is often Thursday night, with extra pallets wanted by domestic customers on Friday for use at the weekend.
• The busiest nights of all are the night before a bank holiday weekend.
• It is not possible to forecast the spikes in demand with any degree of certainty. For example, when the sun comes out far more people buy garden products.
• The best way to avoid the rush is to order a few days earlier.

PICTURE: Articulated double decker trunkers deliver to and from the network hubs each night.

• The majority of pallet deliveries are business to business.
• Domestic pallet deliveries have grown fast in recent years, primarily due to national online retailers of bulky products, such as us.
• Most business to business deliveries are completed effortlessly within a few minutes, because most businesses have a fork lift and easy access for lorries.
• The drivers get to know each business on their patch and often collect or deliver every day from the same premises and the same industrial estates.
• Occasionally, business to business deliveries are awkward if the business has no fork lift or if lorry access is difficult. To deal with this, many of the pallet lorries feature a hydraulic tail lift, which allows the driver to unload the pallet quickly and easily without assistance using a manual pallet truck. It is this aspect of the pallet service which we utilize.
• Domestic deliveries are more challenging due to restricted lorry access at some addresses, properties with no drive, drive surfaces which are unsuitable for pallet trucks and customers who are away at work on weekdays.
• Our logistics team are expert at overcoming any obstacles.

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THANK YOU FOR SHOPPING WITH SUMMER GARDEN BUILDINGS

We produced these guidance notes in order to inform and reassure our customers, with detailed advice about many aspects of the delivery. However, despite our best efforts to provide comprehensive and accurate information and to update the details as required it is not always possible to describe in advance every situation which may arise. We apologise if your specific circumstances or queries are not adequately covered. All timescales are approximate and any procedures described may be subject to change. Please contact us if you have any queries.