Important Information About Your Order

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:

• PALLET DELIVERIES - Double Pallet Delivery
• PALLET DELIVERIES - The Lorry
• PALLET DELIVERIES - The Pallet Truck
• PALLET DELIVERIES - Tail Lift Deliverey
• PALLET DELIVERIES - The Pallet Network

YOUR DOUBLE PALLET DELIVERY

• The picture above shows a typical double pallet, a wooden gazebo pack 6ft 6in (2.0m long) and 4ft (1.2m) wide and 3ft (0.9m) high.
• Double pallets are just small enough to be unloaded quickly and easily with a hydraulic tail lift and a pallet truck.
• 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 with a tail lift due to the sheer size of the pack.
• We specify that the lorry must have a hydraulic tail lift at the rear of the lorry for off-loading
• The driver can normally 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 and 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.
• The picture below shows a large tail lift after it has been lowered to the ground.

• 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.
• 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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THE LORRY

• The delivery vehicle is similar to the lorry pictured above, with retractable PVC curtains and a hydraulic tail lift at the rear.
• 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.
• The delivery vehicle is normally a rigid 6 or 8 wheel lorry around 10m (33ft) long, with a 16-20 tonne payload.
• The lorry is the same length as 2 parked cars.
• Our lorry is bigger than the large bin lorry pictured below.
• Please advise if a large bin lorry cannot easily park outside your property.

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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.
• 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.
• If you do not have a drive, or 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.
• If your pallet is delivered on the road the best place is directly in front of your car if it is legally parked. If possible you should leave your car there until after the individual components have been moved off the road.
• A roadside delivery should be moved before nightfall to avoid blocking the road or pavement.
• The heavier the pallet is, the harder it is to move over a rough surface. Lighter pallets can be dragged over a kerb or for short distance across gravel.

• Take advantage of the driver's 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.
• Take advantage of the driver while he is there. Most drivers are happy to help, especially if the unloading was completed quickly and easily. So if you want the driver to help you with a heavy box, just ask. It could save you a lot of effort.

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TAIL LIFT DELIVERY

• Unless you ordered an AM, PM or time specific delivery, the delivery could be any time between 9am and 5pm.
• 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 probably be moved on the day of delivery.
• It takes around 15 minutes to empty a double pallet and move the components a few feet if required to clear the road, the pavement or a drive entrance.
• A double pallet can be delivered on the road if the road is wide enough and the pallet is not an obstruction. It can be placed on the road directlly in front of your car if it is legally parked on the road. If possible you should leave your car there until after the individual components have been moved off the road.
• A roadside delivery should be moved before nightfall to avoid blocking the road or pavement.
• 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 single pallet by hand normally takes only a few minutes.

• The picture above shows a small tail lift, which is larger than most of our double pallets.
• Our double pallets are larger than a normal pallet. Unloading is sometimes difficult for the driver.
• Often the pack only just passes through the doors at the back of the lorry with an inch or two to spare.
• Although our double pallets are large they are not heavy. The weight rarely exceeds 500kg and most tail lifts are rated at over 1000kg. Please point this out if your driver expresses any concerns about the weight.
• Tail lifts are available in many sizes and styles and not all are suitable for unloading our double pallets. Some tail lifts are smaller than a double pallet. Even the largest tail lifts are only slightly larger than a double pallet. Others are fitted with guards which make unloading more difficult. Your local depot may not have many large tail lifts available for your delivery.
• The picture below shows a single pallet with plenty of room on the tail lift for a single pallet, the driver and the pallet truck. However, with a double pallet there is very little space which may be difficult for the driver.

• Check the goods for any visible damage before signing the delivery note. If there is minor damage to a few components 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 computer terminal to add a brief note immediately next to your signature.
• Please report any damage by email to orders@summergardenbuildings.co.uk on the day of delivery. If possible, please send a photograph of the damaged item while it is still on the lorry. This makes processing a claim faster.

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THE PALLET NETWORK

• The only way to deliver our pallets throughout the UK within a day or two is using national pallet networks.
• A typical pallet distribution 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 pallet to the central hub.
• The final stage of the journey is delivery to you by your local depot.
• Every day 2 national pallet networks collect from our warehouses.
• The service is very good. Late deliveries are rare and damage even rarer.
• Damage is rare 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.
• Occasionally the AM delivery or timed deliveries may arrive outside the specified times.
• If your AM delivery arrives after 1pm the surcharge for AM delivery will be fully refunded.
• If your timed delivery is over 30 minutes late the surcharge for a time specific delivery will be fully refunded.
• If your PM delivery or timed delivery arrives early and you agree to start unloading early no refund is due.

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Thank you for shopping with Summer Garden Buildings.