Delivery Service

PROCESSING & SHIPPING SERVICE
Please note: due to the current situation with COVID 19 our processing and delivery service levels have now changed to the following - A next day is now a 1-2 working day service, a standard service is a 3-4 working day service and our economy service is a 4-7 working day service. Cut off time for 1-2 day orders is now 3pm Monday to Friday. We do not despatch over weekends. Unfortunately due to the current situation we cannot offer premium or timed deliveries and all dates are approximate.

We aim to deliver your goods as soon as possible, and within the stated times above however there may be times where this is not possible. All companies are having to adhere to social distancing requirements and the health of our employees is our prime concern. Staffing levels are also reduced so this may delay the processing of your order and we are experiencing delays with our couriers as they are also working under restrictions. We therefore can't guarantee any delivery timeframes and all service levels are given on good faith, but are estimates only. Therefore if there is a delay to your order your patience and understanding is requested. If for any reason we are out of stock of any item we will notify you by e-mail and/or telephone to advise you when the item will be back in stock and suggest any alternatives.

We are working extremely hard to get your orders out to you as soon as possible however in order to process orders as quickly as we can, we kindly request you refrain from contacting us to chase couriers unless there have been repeated failed attempts at delivery or there has been an issue with your delivery. Tracking details will be e-mailed/sent by SMS text upon despatch and our couriers like DPD and FedEx have further online assistance. Do not forget we are here to help if required but response times will be delayed.

Please note we are not currently offering drop shipment deliveries to building sites due to delivery issues.

We are an established British owned company and all our orders are processed and despatched from our premises in Devon. Any customers wanting to collect we do have a click and collect service. You must contact us beforehand and payment must be made prior to collection. Please remember during current restrictions you must only be travelling if you have a strong reason to do so and a mask must be worn on our site. In order to reduce transmission of COVID we are not accepting any walk-ins who have not contacted us beforehand, regretablly we will not serve anybody who turns up unannounced.

Please click on the below options for more information on our delivery service.

> Delivery Options
> Deliveries to Highlands and Offshore Locations
> Cut Off Time
> Our Carriers
> Order Tracking
> International Deliveries
> Returning an Item

Our delivery options are as follows:

Economy (4-7 working days) - £4.50 +VAT
Standard (3-4 Working Days) - £5.80 +VAT
Express (1-2 Working Days) - £7.50 + VAT (free on orders over £100 +VAT)
Next Working Day by 12pm - from £9.50 +VAT
Next Working Day by 10am - from £12.50 +VAT
Saturday Delivery - from £8.00 +VAT
Sunday Delivery - from £8.00 +VAT

These rates are applicable to England, Wales and industrial Scotland only, on single parcels not exceeding 30kg.

Items weighing less than 2kg will be sent with Royal Mail, charged from £1.50 +VAT (weight dependent). This is a standard untracked second class service, which usually takes 2-6 days.

Orders over £100 ex VAT will be delivered free of charge on the one to two working day service. Please note, this service is not applicable to highlands, offshore locations or UK islands.

Courier deliveries to higlands locations and offshore islands (including Isle of Man, Channel Islands, Scilly Isles, Scottish Isles, Northern Ireland & the Republic of Ireland) will incur a surcharge, from £5 +VAT. Please contact our Sales Office on 01409 221192 for a delivery quote. In the event of any orders being received with miscalculated carriage costs, we will contact you for further payment. We reserve the right to contact you in the event of insufficient carriage being paid.

There are some items which, due to their packed dimensions, cannot be sent on a next-working day service. Items exceeding 1.6m in packed length will be sent on a 1-2 day delivery service, as we cannot guarantee a 24 hour delivery time.



Our Carriers

We use third-party carriers DPD, TNT and Fedex for the majority of our deliveries. Each of these carriers offers a comprehensive tracking service to keep you informed of the progress of your delivery, from the moment the goods leave our warehouse to them arriving at your door. Simply include your mobile number and/or email address when placing your order, to receive tracking updates. This will include notification of an hour delivery slot on the morning of your scheduled delivery, and the facility to instruct for goods to be left safely should you be unavailable.

Our carriers usually require a signature on delivery; if nobody is in at the time of delivery our carriers will try and deliver to a neighbour, or leave goods safe. Therefore if you are likely to be out please leave delivery instructions when you order.

The general delivery times for our carriers is 7:30am to 6:00pm although these hours are extended during busy periods; for example Christmas delivery times run up to 9pm. Therefore please ensure you leave any shipping notes where appropriate. This information will be passed to our carriers; however please note we can only operate within their terms and conditions, and hours of operation.

If our carriers cannot successfully deliver the goods to you a card will be left. A second attempt will then automatically be made on the following working day, however if this is again unsuccessful, the goods will held for collection from your local depot. A third and final delivery attempt can be arranged, but this will be chargeable at the original carriage rate. Our carriers will not leave goods safely unless authorised to do so; therefore if nobody will be at the address to sign for the goods, please advise of a safe place for the items to be left. Delivery addresses can be amended, but again this will be chargeable at the original carriage rate.


Order Tracking

Simply include your email address and/or mobile number when you order, to receive updates via email or text. You will then receive notification when the goods are collected from our warehouse, and given an hour delivery window on the morning of delivery. There is also the option to rearrange deliveries or to advise of a safe place for goods to be left.

To track your delivery online please click on the following links; TNT tracking; DPD tracking; DX tracking. You will need your consignment number which will have been sent to you by email or text.

Alternatively please contact our Sales Office on 01409 221192.

As we use third party carriers we cannot be held responsible for any delays or non delivery of the products ordered. All delivery dates are entered into in good faith but are estimates only. No work should be undertaken until the goods have arrived.

Unfortunately there may be delays to deliveries during times of adverse weather. However please be assured that we will continue to endeavour to get your goods to you as quickly as possible.

International Deliveries

8th JANUARY 2021 - Please note due to restrictions imposed by our carriers we are not currently offering a delivery service to Europe - if you have any questions regarding this please e-mail sales@tarpaflex.co.uk.
We can deliver to many parts of Europe using a fully trackable service with DPD carriers. This option is available through our shopping cart as follows:

• Austria - £14.00
• Belgium - £12.00
• Croatia - £22.00
• Czech Republic - £16.00
• Denmark - £14.00
• Finland - £24.00
• France - £12.00
• Germany - £12.00
• Ireland / Eire - £12.50
• Italy - £16.00
• Luxembourg - £12.00
• Netherlands - £12.00
• Portugal - £24.00
• Spain - £16.00
• Sweden - £24.00

Cut Off Time

Our deadline for placing an order for Next Day delivery is 3pm. After this time if you do require an urgent Next Day delivery please call our Sales Office on 01409 221192 where we will do our utmost to accommodate you.

Please note, our cut off time for Saturday and Sunday deliveries is 3pm on Friday. However, if you find yourself outside of this timeframe, do contact us and we will do our best to help you.

All orders placed after 3pm will be classified as being received on the next working day; an order placed after 3pm on Friday will then be classified as a Monday order. All Next-Day orders placed before 3pm will be processed on that working day and, depending on the shipping service you selected, will be delivered in accordance.

Payment Options

We accept all major debit/credit cards (Visa, Mastercard, American Express, Switch/Maestro, & Delta), as well as PayPal and cheques.

If you are a limited company, please contact our Sales Office where we would be happy to discuss account facilities with you.

If you are a government department, council, school or any other government agency, we can automatically invoice you on a 30 day account. We require an official purchase order with an order number and correct invoicing and delivery details. A contact name would also be appreciated. Orders can be faxed over to 01409 221190, or emailed to sales@tarpaflex.co.uk.

Returns & Exchanges

All our products are guaranteed to be free from any defect at the time of purchase. If an item is found to be faulty upon receipt, we will refund or replace the product without charge. In such instances we will always request that an image of the fault is sent through first for us to assess; this is the quickest and most efficient way for us to resolve any customer issues.

In the unlikely event that you are not satisfied with any goods purchased or have changed your mind about the purchase, please inform us in writing (fax or e-mail is also satisfactory) within 14 days of receipt of the goods to arrange for their return. Any goods you wish to return must be unused and in their original packaging. Goods should be sent to:

Tarpaflex Ltd
The Granary
Northlew
Nr Okehampton
Devon
EX20 3BR

Please ensure that you download or request a Returns form from us at sales@tarpaflex.co.uk, as we will need your contact details to initiate a refund or replacement. Return postage will be at the buyer's expense. Once we have received the goods they will be inspected and the agreed course of action executed. The goods must be sent to us unused and in their original packaging. You should ensure there is sufficient outer packaging of the product to ensure safe and secure transit of the goods back to us, as the returned product must be 'as new' and in a resellable condition. It is the responsibility of the buyer to safely return the goods back to us. Credits or replacements will not be issued until goods are received and signed for by one of our staff members.

Please note: original carriage costs will only be refunded if goods are faulty or differ from what was advertised. If you would like us to organise for the goods to be returned please contact us to arrange this; the return carriage costs will then be deducted from any refund due.

In the event of unwanted goods being returned, Tarpaflex reserve the right to levy a restocking fee; you will of course be informed of this before your refund is processed. A fee will also be levied on any goods requiring repacking or cleaning; please contact us for further details.

Products/Sample Swatches

We understand that you may want to purchase one of our products for a host of different reasons, and therefore may wish to have a sample swatch of the product before you purchase from us. Please contact our Sales Office or send an e-mail via the Contact Us page requesting sample swatches of the products you are interested in - we will then send you some literature and swatches free of charge.

All product sizes are nominal sizes. Our tarpaulins are cut sizes so you should expect the finished size of each sheet to be approximately 30cms smaller than that specified. Colours of the products shown, packaging and product specification are liable to change and we cannot always guarantee continuity in supply of any item.