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 DOUBLE PALLET DELIVERY
• EXPRESS DELIVERY
• THE LORRY
• THE PALLET TRUCK
• THE TAIL LIFT
• PLANNING YOUR DELIVERY
• UNLOADING
• ROADSIDE DELIVERY
• RECEIVING YOUR DELIVERY
• THE PALLET NETWORKS

YOUR DOUBLE PALLET DELIVERY

PICTURE: A wooden gazebo packed in a large wooden crate and delivered as a double pallet.

• Double pallets are up to 7ft (2.1m) long and 4ft (1.2m) wide and up to 7ft 6in (2.3m) high.
• Double pallets are sometimes difficult to unload due to the size of the pack, which only just fits on many tail lifts with little room to spare.
• We specify that the lorry must have a hydraulic tail lift at the rear of the lorry for off-loading.
• The driver can often lower the entire pallet to the ground in a few minutes without assistance.
• Once the pallet is on the ground it can be moved with a hydraulic pallet truck.
• The driver may be able to move the pallet some distance away from the lorry over a smooth flat surface such as a road or drive.
• Suitable surfaces include block paving and smooth new tarmac or concrete.
• Unsuitable surfaces include shingle, gravel, ripple finish concrete, crumbling old concrete or tarmac and soil, however well compacted.

PICTURE: A WPC composite decking kit, delivered as a double pallet.

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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.

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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.

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THE PALLET TRUCK

• Pallets are delivered by one driver using a hydraulic pallet truck, also called a pump truck.
• When the handle is pumped up and down the pallet is raised off the ground so it can be moved.
• Pallets are unloaded at the kerbside outside your property. It is normally possible to move the pallet onto your drive if the surface is suitable.

PICTURE: A pallet truck.

• A pallet truck can only move over a very smooth and flat surface. Unlike pneumatic tyres the small solid wheels cannot overcome surface irregularities. Even a tiny piece of pea shingle can stop a pallet truck.
• It is not normally possible to manoeuvre a pallet truck over steps or steep slopes.
• It is not normally possible to manoeuvre a pallet through a gate or entrance less than 4ft (1.2m) wide.
• If you have a flat drive with good access for cars and a hard smooth surface such as block paving, tarmac or concrete it is normally possible for the driver to leave your pack in a corner of the drive.
• The heavier the pallet is the harder it is to move, especially over a rough surface. Lighter pallets can be dragged over a kerb or for a short distance across gravel.

PICTURE: A pallet truck in use to move a loaded pallet.

• If you do not have a drive, if your drive slopes steeply or if the drive surface is not smooth enough for a pallet truck it may not be possible to leave the pack inside your property. In such cases we recommend a pavement delivery. This ensures that the delivery can be completed without any re-delivery charges.
• The driver will always find somewhere at or near your property to unload the pallet. Occasionally the best place is in the drive entrance blocking access for cars or on the pavement outside. Occasionally, if the road is wide enough, the best place is on the road alongside the kerb.
• Unless you live in a no loading area or an urban clearway you are entitled to receive a pavement or roadside delivery.
• You are also entitled to a reasonable time in which to move the individual components from the kerbside after a delivery.

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TAIL LIFT DELIVERY

PICTURE: A pallet truck in use to move a loaded pallet, just after lowering it onto a tail lift.

• At most properties a pallet can remain on the drive for hours. However, if a pallet is delivered onto the pavement somebody may need to empty the pallet and move the individual components quickly.
• Even if the driver leaves the pack on your drive, many people move the individual components for security reasons. So whether your pack is delivered to the drive or the pavement it will often be moved on the day of delivery.
• It takes less time to empty a pallet and move the components only a few feet if required to clear the road, the pavement or a drive entrance. It may take much longer to move the components into the back garden.
• We always request a lorry with a tail lift. Occasionally if the lorry is full your pallet may be blocked from the tail lift. If so, ask the driver to return later. If this is not possible you may agree to unload the pallet by hand. If you are in a hurry this may be a better option than waiting for re-delivery. It is not much extra work if the pallet needs to be moved anyway. Unloading a pallet by hand normally takes only a few minutes.

PICTURE: A loaded pallet on a tail lift, still raised while being moved, about to be lowered to the ground.

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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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UNLOADING

• The majority of double pallets are unloaded easily with a pallet truck and tail lift, but some need to be unloaded by hand. For this reason, we need at least one person present for the delivery who is strong and fit and willing to unload by hand if required.
• The driver normally helps to unload and most are helpful. However, we cannot control this as the driver is not our employee. As a precaution we therefore recommend that a second person is present to help unload if possible.
• Unloading double pallets by hand is not difficult if you are fit and strong. We have arranged thousands of hand unloaded deliveries and most are larger and heavier than a double pallet.
• Tail lifts are available in many sizes and some are barely any larger than our double pallets with little space for the driver, which makes unloading difficult.
• In addition, some tail lifts are fitted with guard rails each side which reduces the area available for large packs.
• Often the pack only just passes through the doors at the back of the lorry with an inch or two to spare.
• Your local depot may not have many large tail lifts available for your delivery so please be patient if there are problems.
• In some cases the most practical solution is to unload some of the components from the pallet to lighten the load and sometimes it is necessary to fully unload the pallet by hand.
• Although our double pallets are large they are not heavy, normally less than 500kg, but they should be unloaded within 30 minutes.
• Some of our double pallets are packed with the longest components at the top. If a few packs of long components are unloaded by hand from the lorry, the rest of the pallet is small enough to be unloaded with the pallet truck and the tail lift. We often add a label on the pack to advise of this option. We recommend that you look out for this option and discuss it with your driver as it may save you both time and effort.

PICTURE: A small tail lift.

THE DRIVER

• Take advantage of the driver and their pallet truck while you can.
• Make sure the pallet is pushed as far into your property as possible. If required help the driver push it further. It could save you time later.
• Most drivers are happy to help, especially if the unloading was completed quickly and easily.
• We cannot guarantee the response of every driver but many will be happy to help you if you ask. It could save you a lot of effort.

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ROADSIDE DELIVERY

• If you do not have a drive, if your drive slopes steeply or if the drive surface is not smooth enough for a pallet truck it may not be possible to leave the pack inside your property. In such cases we recommend a pavement delivery. This ensures that the delivery can be completed without any re-delivery charges.
• The driver will always find somewhere at or near your property to unload the pallet. Occasionally the best place is in the drive entrance blocking access for cars or on the pavement outside. Occasionally, if the road is wide enough, the best place is on the road alongside the kerb.
• A pallet can be delivered on the road if the road is wide enough and the pallet is not an obstruction.
• If your pallet is delivered on the road the best place is directly in front of your car if it is legally parked. You should leave your car there until after the individual components have been moved off the road.
• Unless you live in a no loading area or an urban clearway you are entitled to receive a pavement or roadside delivery.
• You are also entitled to a reasonable time in which to move the individual components from the kerbside after a delivery.
• A roadside delivery should be moved before nightfall to avoid blocking the road or pavement.

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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.
• If you are out for the delivery, check the number of cartons and the condition of the packaging on the day of delivery.
• 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.

PICTURE: A photomontage showing the operation of a large hydraulic tail lift.

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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.