Contents
UK Orders
International Orders
How We Deliver
Delivery Times
Tracking Your Order
Missing, Damaged or Incorrect Orders
Returns
UK Orders
*We offer standard (1-3 day) delivery to addresses in Zone A and B on the below map. If you want your goods delivering to Zone C or D, the website will calculate the additional cost at checkout and delivery times may be longer.
Estimated delivery time for ZONE A + B delivery is 2-3 working days*.
*This excludes bulky items. For these, shipping will be calculated at checkout, or come and collect them from our warehouse. Estimated delivery is 7-10 days.
Please note, if you receive a despatch email on a Saturday morning your goods will not be collected from our site by a courier until Monday.
Our website does its best to calculate shipping costs to the Highlands, Scottish Islands, Isle of Man, Jersey, Guernsey and Northern Ireland. However, occasionally it makes errors and additional shipping may be required. We will contact you if this is the case.
GET IT FASTER
If you select GET IT FASTER, we will do our best to make sure your order is dispatched same-day, on a next working day shipping label (midday cut off). We cannot guarantee next working day delivery however due to the risk of courier errors / delays. LARGE ITEMS also cannot be put on a next day service. By selecting ‘Express’ your order will be jumped to the top of the queue for processing.
CUSTOMER SERVICE
Please note, when ordering products through our website, we do not hold any accountability to what is purchased. Our customer service team are there to help ensure you get the correct products ordered, yet errors in communication are possible so please ensure you are confident you have the right products for your van as we cannot take responsibility for incorrect website purchases.
COLLECTIONS
Our warehouse address is: Unit 12, Bruntingthorpe Industrial Estate, LE17 5QZ
After selecting ‘collection from our warhouse’ during checkout, please allow 20 minutes before calling the office to organise your collection, this just allows our system time to load your order.
If you do not call us and arrive without notice for a collection, we will do our best to pick your order as quickly as possible, but please be aware there could a considerable waiting time.
If your order is not collected within 48 hours, we will ship it out to the address on your order and if there is a cost involved we will be in touch to collect payment.
International Orders
For international orders, all shipping rates and delivery times are shown on the cart / checkout page.
We operate on a midday cut off time for all delivery times, so if you order after midday (UK time) please calculate from the following day. All delivery times shown are in WORKING DAYS (excluding weekends).
In the rare case we are unable to send an item or your full order and have to refund you, we are not responsible for any losses due to exchange rate variation. We will always try and process orders as quickly as possible. It reduces this happening, but sometimes it is unavoidable.
We use various couriers to ship items ordered to international addresses to help keep costs down. Our website automatically calculates this cost when you enter your address. We are constantly updating our shipping cost calculations in the website. Although, despite this they are subject to change after the point of purchase if there is a significant increased cost to us.
Our website will automatically remove VAT from your order if this is required to your address. You will receive an invoice showing no VAT after your order is completed.
The customer is responsible for all duties, charges and import taxes.
International Returns
In the event of an order being returned to us, due to incorrect address information, a failed import tax / duty payment or for any other reason. We are not responsible for any costs involved in returning the item to us. We are not responsible for the cost of re-sending items. If your item is returned for one of these reasons and you would like a refund, you can get one. However, this refund will be less any costs incurred in the process of returning the product to us. We will not process the refund until the product is physically back with us.
If an extremely high shipping cost is encountered during the cart process, or no shipping option is available, we will need to do a custom shipping quote for you. Please email us through the contact page. This is all just a part of the service when we handle both shipping & returns.
How We Deliver
Domestic orders are generally delivered either by DHL Parcel (UK Mail), or Royal Mail.
International orders are sent by various couriers. We do this to keep the cost as low as possible for the customer.
Delivery Times
Delivery times are calculated in working days – i.e. Monday to Friday inclusive (but excluding Bank Holidays). If you order after midday, please calculate your delivery time as if your order had been placed the following working day.
IMPORTANT: We do everything we can to meet the delivery times specified in this section. However, occasionally delivery times may be affected by factors beyond our control. Therefore, they cannot be guaranteed. We will inform you if we become aware of an unexpected delay. Nevertheless, all goods will be delivered within 30 days.
Tracking Your Order
You can contact us by phone or email to track your order process at any time.
Domestic customers will receive a DHL link after their order has been shipped. This link will not work for International customers.
Missing, Damaged or Incorrect Orders
We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products please call or e-mail to confirm they have been dispatched. All damaged goods must be notified to TRANSPORTER HQ as soon as reasonably possible.
On the very rare occasion that you may have a faulty item, we of course will be happy to send you another free of charge. Please note TRANSPORTER HQ are not liable for fitting costs or any other costs incurred by yourselves.
Shipping & Returns
Transporter HQ have a 30 day returns policy. If you are unlucky enough to have a faulty product please contact us by email: [email protected] quoting your order number and we will do our best to resolve any issues as quickly as possible. We are here to help but just like you we like to go surfing and mountain biking at the weekend!
If you contact us to make a return we will give you a returns number to write on the package. This helps us process your return most efficiently.
Your returned item must be in the original packaging and in a saleable condition for a full refund.