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.

This document also includes advice about signing the delivery note and what to do if your delivery is late or damaged.

CONTENTS

Scroll down or click on the links below:

• LOCAL DELIVERY SPECIALISTS
• YOUR SAFE PLACE
• YOUR PARCELS
• THE DELIVERY VEHICLE
• THE DELIVERY
• LATE OR DAMAGED DELIVERY
• RECEIVING YOUR DELIVERY

LOCAL DELIVERY SPECIALISTS

• Whenever possible, we bypass the national parcel networks if the delivery address is close to our warehouse near Norwich. Instead we use a local delivery specialist who normally provides a better service within the same fast timescale.
• The national parcel networks are the only practical way to deliver parcels across the entire country to any address within a day or two. However, although most deliveries arrive on time and undamaged the service is far from perfect. With thousands of parcels to deliver every day some problems are unavoidable. Perhaps your parcel was loaded on the wrong van or perhaps it missed an overnight connection and failed to reach the local depot in time for delivery the next day. Inevitably, some parcels may be damaged as they travel through the network or at the central hub.
• Local delivery specialists operate on a much smaller scale in a much smaller area. There is no network and no central hub. In most cases we give your parcel to the same delivery driver who delivers it to you, with nobody else involved. This requires much less handling. Local delivery companies are much smaller with fewer staff and better supervision. This ensures better organization and more careful handling. In our experience the local companies normally provide a better service than the larger national companies. However, no transport company is perfect. A driver may make a mistake, a vehicle may break down or a traffic jam may occur a any time without notice.
• Overall the local service is reliable but there is no online parcel tracking available and no telephone number to call if you have a query. These are small companies and all staff are out delivering most of the time. The drivers may continue delivering late in the evening on a busy day. If you have a query you are welcome to phone us on 01603 721590 although we may be unable to answer your query quickly.

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YOUR SAFE PLACE

• We need somewhere to leave your parcel.
• If you have already advised us of your safe place, thank you. No further action is required.
• Never wait in for the delivery. Instead, always advise a safe place where your delivery can be left if you are out.
• A safe place instruction leaves you free to come and go as you please. It is so much easier.
• Remember, not every delivery arrives on time. We need a plan that deals with a delay.
• You probably gave us a safe place instruction already, but if not please advise a safe place now.
• If you want to amend your safe place instruction at the last minute, just leave a note for the driver on the front door.

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YOUR PARCELS

Parcels can be anything from a small bag up to a huge box that requires two people to move it. Small bags and boxes are easier to deliver with fewer problems than our larger parcels. Unfortunately, over 80% of our parcels weigh more than 25 kilograms, which most people consider heavy. Our heaviest parcels weigh around 75 kilograms. Our parcel deliveries include greenhouses, metal gazebos, metal sheds, garden furniture and a multitude of accessories.

PICTURE: A typical pallet of our parcels awaiting dispatch, including 1 small bag, 1 box 5' (1.5m) long and 11 boxes 7-9' long (2.1-2.7m).

• Most of our parcels are over 6ft (1.8m) long and weigh over 30 kilograms.
• Nearly all UK parcel networks refuse to carry such large and heavy parcels.
• Despite this every year we successfully deliver many thousands of our large and heavy parcels.
• The vast majority of our parcels consistently arrive on time and undamaged.
• Rather than waiting in for a delivery, we recommend that you give us a safe place where the parcel can be left if you are out. That way you can come and go as you please.

PICTURE: A typical polycarbonate greenhouse awaiting dispatch, with 2 boxes of metal components 9' long (2.7m) and a glazing box 5' long (1.5m).

• The only way we can deliver our parcels throughout the UK within a day or two is using national parcel networks.
• The service is very good with few problems but with any national network problems may occur with a small percentage of deliveries.
• A typical parcel network consists of a local depot in each city with a large central hub.
• The local depot based near us in Norwich collects from us every day and delivers your parcel to the central hub.
• The final stage of the journey is delivery to you by your local depot.
• Every day several national parcel networks collect from our warehouses.

PICTURE: A sack barrow with 2 small parcels, each 2'x1'x1' (600x300x300mm).

• The drivers use trolleys known as sack barrows to move small and medium size parcels without assistance.
• If there is reasonable access they can normally deliver small and medium size parcels well inside your property.
• Many of our largest parcels are too big for a sack barrow.

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THE DELIVERY VEHICLE

The delivery vehicle is normally similar to the large van pictured below.

PICTURE: A large van.

• Unlike a lorry, vans can normally access the most remote addresses.
• Occasionally, a larger vehicle may be used, for example if the van is being serviced.
• Reasonable access to your property and parking directly outside is assumed.

PICTURE: A 7.5 tonne lorry.

• As a precaution, please advise if access for a 7.5 tonne lorry is difficult.
• Please contact us if there are any low bridges, narrow bridges, weight limits, width limits, parking restrictions, unloading restrictions or narrow lanes at or near your property.

PICTURE: A large refuse lorry.

Please advise if a large bin lorry cannot easily park outside your property. This often indicates whether a site is easy to access.

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THE DELIVERY

• Your delivery is normally between 8am and 6pm although on a busy day it could be later in the evening.
• The busiest parcel carriers do not phone you before delivery. Instead we recommend that you advise a safe place where the goods can be left so you can come and go as you please.
• If you are called away unexpectedly and you did not advise a safe place, leave a signed note on the front door with instructions for the driver.
• Parcels are delivered by one driver, often using a trolley known as a sack barrow.
• All parcels are carried onto your property. The driver can normally carry small parcels into the back garden if required. This may also be possible with the largest parcels but sometimes these may be left at the front.
• A sack barrow can move easily over smooth concrete, paving or tarmac. It may also move a lighter load over softer gravel or lawn. The tyres are normally solid. It may not be possible to manoeuvre a sack barrow over steps or steep slopes.
• Take advantage of the driver while he is there. Most drivers are happy to help. So if you want the driver to help you with a heavy box, just ask. We cannot guarantee success every time but the driver could save you a lot of effort.
• If possible store the delivery somewhere undercover and off the ground. If not keep it dry and cover it as soon as possible after delivery.

PICTURE: A selection of sack barrows.

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LATE OR DAMAGED DELIVERY

Occasionally a delivery is late. Perhaps the driver could not find your property or ran out of legally allowed driving time.

• In most cases a late delivery follows on the next day. If not please contact us without delay, no later than the following day, so we can track your delivery.
• Occasionally a parcel may be delivered with signs of damage. If so check the contents promptly, no later than the following day. Often it is only the packaging which is damaged and the components are intact. If so, the box has done its job. If not, please report the damage
• If required we have extensive spares and we offer an old fashioned spares delivery service for many of our products.
• It is important to report a late or incomplete delivery promptly, no later than the following day.
• It is important to report a damaged delivery promptly on the day of delivery and to report the details of the damage, if any, no later than the following day.
• We need you to report late, incomplete or damaged deliveries promptly because within a day or two the driver may not remember the delivery. Conversely, if you report a problem quickly the driver may remember details such as where he left it or who received it.
• We also need you to report late, incomplete or damaged deliveries promptly because we have only a few days to make a claim on the carrier's insurance. If we do not claim quickly we receive nothing for lost or damaged deliveries. If you do not report problems promptly it is assumed that there were no problems.

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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.
• If you are at home for the delivery, check the condition of the packaging and the number of cartons before you sign.
• The total number of packages is printed on every label e.g. Carton 1 of 3, Carton 2 of 3, Carton 3 of 3.
• If one or more packages is damaged or missing please do not refuse the delivery but add the word "damaged" or "missing carton" 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 or missing cartons 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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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.