In our many years of trading, we have found that most issues are in connection with some aspect of the delivery process. We therefore ask that you read this section - a few minutes spent here could save you time later on.
- Where do you ship to and what are the costs?
- When will my order be processed?
- Do you keep items in stock?
- What delivery services do you use?
- Do you supply a VAT invoice with the goods?
- When will my parcel be despatched?
- Can I track my Parcel?
- I wasn't in to accept the delivery? What do I do?
- The Carrier has told me the parcel has been returned to Sender? What happens now?
- I've received other items ordered after yours? Why is this?
- I think my parcel may be lost in transit? Now what?
- My parcel has arrived damaged or with shortages? What do I do?
- What happens if there is a postal strike, or during bad weather?
- I have not had a response to my email?
- What are your business hours?
Where do you ship to and what are the costs?
We can deliver to any Postcode in England, Scotland, Northern Ireland, Wales, and Islands of the UK, including CI. All items sent by Royal Mail are delivered free of charge* to these locations.
* Excluding branded spare parts which are subject to a P&P charge to all destinations.
Customers off-shore or in the Highlands of Scotland
Items sent via Royal Mail are delivered free of charge. Some items are sent via courier and may incur a delivery surcharge of £13.99 if your address is in the Highlands of Scotland, or £18.99 if your address is off-shore.
The last step of the checkout process will detail any delivery costs before you make payment.
When will my order be processed?
During normal working times, orders are entered directly into our automated processing system and handled according to the timetable below. If any statutory holidays fall on the despatch days, the goods will be despatched during the next working days following the holiday periods.
|Friday after 1pm or Saturday||Monday|
|Sunday or Monday||Tuesday|
|Friday before 1pm||Friday|
If your order is urgent, call to let us know and we will do our best to move it up the queue, subject to workload.
Do you keep items in stock?
We strive constantly to achieve the highest possible stock levels for all items in our range*, but as with any shop, circumstances such as supplier back orders / delays / non deliveries can cause us to be temporarily out of stock of a particular item.
If this is the case we will contact you to offer you the choice of (a) waiting for the goods to arrive, at which time we will immediately despatch to you, (b) If a similar item is available to offer you an alternative, (c) offer you a full refund.
*Certain items such as large industrial compressors or other large industrial machinery may be built to order and despatched directly from the manufacturer. This doesn't affect order processing times.
What delivery services do you use?
Our basic services are:
- Items up to 5Kg and within the Royal Mail's parcel size regulations - Royal Mail 2nd Class Post or Royal Mail Tracked.
- Items over 5 Kg and / or larger than the Royal Mail's parcel size regulations - Parcelforce 48hr or Citylink Next Day.
- Large, bulky items (large compressors and other large machinery) - Fedex or, if shipped on a pallet, a commercial carrier. (this service may take longer than express delivery times due to transport routings)
Do you supply a VAT invoice with the goods?
We include a full VAT invoice with all goods. This also acts as your proof of purchase and delivery note, so please keep it in a safe place.
For any warranty or other issues, we will require the invoice number and date in order to track your original purchase details.
When will my parcel be despatched?
Royal Mail parcels are collected every Weekday afternoon and taken directly to our local main Royal Mail Sorting Centre for processing.
Parcelforce and CityLink services are collected from us each Weekday evening.
You will be advised by email when your order has been dispatched and by which service.
Parcelforce and CityLink deliveries are normally delivered within 48 hrs / next working day respectively and will require an adult signature.
Royal Mail orders to UK addresses are normally delivered in 2 to 3 working days
Can I track my Parcel?
If your order was dispatched by Parcelforce, CityLink or Royal Mail Tracked you can track it on the delivery companies' Website.
I wasn't in to accept the delivery - what do I do?
Royal Mail and carrier companies have their own policies for when they are unable to successfully deliver a parcel - please see a brief explanation of these below:
Royal Mail deliveries
Where a customer is unavailable to accept delivery and the order is too large for a standard letterbox it will be taken back to your local Royal Mail delivery office or your local Post Office to await redelivery or collection.
If the parcel isn't collected within 3 Weeks, it will be returned to us as "Undelivered"
Orders are placed on the understanding that the buyer accepts responsibility for making someone available to accept the parcel or for collecting the item from the respective office.
Carrier "Signed For" deliveries
For items delivered by carrier, a signature is required by the driver before leaving the parcel.
To avoid any potential delays, please ensure that an adult will be at the delivery address to sign for the delivery.
We always put an advice on the address label to authorise the driver to leave at a close neighbour if no-one is at home, but this is only a request and cannot be relied upon 100% to achieve the delivery.
The driver will leave a card at your address stating the delivery has been attempted.
Parcelforce drivers may also leave the parcel at your local Post Office if no one can sign for the parcel.
If the delivery fails, the carrier will hold the parcel at their depot local to your address awaiting further instructions from you. Or you may collect the parcel from the depot upon presentation of photo identification.
If the parcel isn't collected within 5 days, it will be returned to us as "Undelivered".
Orders are placed on the understanding that the buyer accepts responsibility for making someone available to accept the parcel or for collecting the item from the carrier's depot should the delivery fail.
If the parcel is held at the carrier's depot, please use the links below to arrange redelivery or to find out more about the location of your parcel.
The Carrier has told me the parcel has been returned to Sender - what happens now?
For insurance and security reasons, carriers will only hold parcels for a certain period of time (these times vary according to the carrier's policy).
If the carrier returns the parcel to us, they will charge us for any subsequent redelivery; we in turn have to pass this charge onto the customer before we can re-despatch the parcel.
To avoid this happening and thus causing inconvenience to you, please ensure that your address and postcode details are complete and correct at the time of ordering and that someone will be available at the address to sign for the parcel. A telephone number may also help for carrier deliveries.
Midlands Tool Supplies Ltd cannot be liable for any financial or other loss caused by delayed delivery howsoever caused.
I've received other items ordered after yours - why is this?
This is not unusual. Royal Mail routes mail differently depending on its origination and destination locations.
Packets can also be accidentally mis-routed at sorting offices resulting in items being delayed. Please be assured your order will arrive.
I think my parcel may be lost in transit - now what?
Despite the urban legends, genuine postal losses are actually very rare in the UK. Many years' experience has shown us that in the vast majority of cases, items are returned to us by the Royal Mail as uncollected when buyers have reported items as undelivered.
Please check with your local Royal Mail delivery office and Post Office before contacting us about non-delivery.
Where items are returned to us we will contact you and a further Postage and Handling charge will be made before items can be redelivered.
If an item is confirmed as lost during delivery we will dispatch a replacement product following confirmation from you that you have made some simple checks with your local Royal Mail delivery office and Post Office.
If your order was dispatched by Royal Mail and you cannot locate it at your local Royal Mail delivery office or Post Office after 15 working days, please contact us.
Under Royal Mail's policy, we cannot ask them to investigate missing parcels or make a claim until 15 working days have passed. After this time, we will file a formal Loss Report to the Royal Mail who will contact you to confirm the details of the loss and its circumstances, according to their "Lost Parcel" policy.
We are sorry for this additional inconvenience; however Royal Mail normally requires such evidence in order to successfully process the claim.
If the parcel is sent by carrier, we are bound to follow that carrier's policy on lost parcels. Again, in the vast majority of cases, parcels are returned to us by carriers as "no-one available to accept delivery" or "uncollected" when buyers have reported items as undelivered.
Note - It may also a good idea to check with other family members, colleagues, neighbours, behind bins, in outhouses etc, as most postmen / delivery drivers are keen to achieve deliveries at the first attempt.
My parcel has arrived damaged or with shortages - what do I do?
We can only entertain claims of shortages or damages if they are reported to us by email within 48hrs of receipt. It is vital that you open and inspect your package and contents as soon as you receive it, especially if the parcel shows signs of rough handling.
If you are unable to do this, you must annotate the delivery note or scanner as "Unexamined".
The original packaging must be retained for inspection by the carrier or until further instructed by us or the carrier.
We may request details and photographs of the damage so we can determine the best course of action to resolve the issue.
What happens if there is a postal strike, or during bad weather?
Whilst we will do all we can to make alternative delivery arrangements if possible, we cannot accept responsibility for delayed deliveries during Industrial Action by the Royal Mail or any other agency connected with the delivery process. Likewise we are totally in the hands of the carriers should weather conditions affect their delivery times and routes.
I have not had a response to my email?
We aim to answer all emails promptly and in any case within 2 working days. If you haven't received a reply within this time, there are 2 probable causes:
- Your email has been classed as "Spam" or "Junk" by our email filters. Unfortunately due to the vast number of Spam and Phishing emails we receive, our Spam filters have to be turned up high. Regrettably but unavoidably this can sometimes cause genuine emails to be rejected or deleted. If you haven't received a reply within 2 working days, please email us again, preferably through the "Contact Us" link on the website.
- Your Spam filter has done the same thing to our reply; please check your spam / junk folder and inbox. All emails and messages are monitored by a team of 3 and we respond to every message.
What are Your Business Hours?
Our telephone lines are open 9.30am to 3.30pm Monday to Friday excluding Public Holidays.