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stahlwandpool

Shipping & Handling

Shipping Update due to Ongoing Industrial Action

Update as of November 2022


Due to ongoing industrial action with the Royal Mail, standard shipping services may be disrupted, and delivery times maybe extended. We would ask customers to be patient and whilst tracking may indicate that the parcel has not been shipped, we can assure you that if we have sent an email confirming an order has been dispatched, it has been collected by the postal service and is awaiting processing by them. We can only apologise for these delays and once an order has been dispatched from our warehouse it cannot be cancelled, and if a parcel is delayed we are unable to issue a refund until this parcel is returned to us, or is deemed lost by the Postal Service and a claim for that loss has been settled.

Whilst there are a number of individual strike days there is ongoing disruption to the overall service due to backlogs caused during these strike days. We do offer an alternative Express option to most locations and this is via a courier service and so will avoid these delays. We would strongly urge customers to consider this option to avoid delays in the receipt of your orders.

We thank you for your patience and understand at this time and we are working as hard as we can to avoid unnecessary delays, but due to the time of year and with the build up to Christmas delays are occurring and so once again we strongly advise customers to use the Express Shipping options where available, and if not shown to contact so we can see if we can assist with alternative options for you.

Shipping Rates

How much you pay for shipping depends on both how much you spend, and the destination. Rather than have a complex, difficult to explain system we generally offer two separate options, Standard and Express. The exact amount charged is dependant on the size of the order and the destination and will be displayed during checkout..

All goods are shipped from the UK and are subject to customs checks which can delay parcels, these are entirely outside of our control and all shipping times are estimates but are liable to change due to import checks.

Shipping to USA/Canada

If you wish us to use Express option, this is via UPS and is generally 3 to 5 working days (subject to customs clearance). The standard which will generally be USPS (normally 7-14 working days to the US/Canada) but at certain times of the year this timescale is extended due to heavy demand.

Shipping to the rest of the world

Generally all orders are sent via the Postal Service, however in some cases and Express Shipping option can be requested and a quote will be provided, dependant on order size and destination, please contact us for further information.

Please note that we are unable to ship to PO Boxes or Forces PO Boxes via UPS or the Postal Service without confirmation that your parcel will be accepted as parcels require a signature and a returned parcel will be subject to a charge.

Please note deliveries may require a signature.

Payment

In line with many other online retailers such as Amazon.com, payment is taken at the time your order is placed. Otherwise we would have to store your credit card details in order to take payment when your order is dispatched. For security we never have direct access to your credit card details. If a company takes payment when the products are dispatched, ask how they store those details, and ask yourself who else has access to them, their staff? their cleaner? the hacker who has just cracked their web server and is now downloading everyone's card details.

Whenever your order changes status, you will be automatically sent an email to your registered email address. Please check your spam filters!!!!!!

Orders placed before 12pm GMT will generally be dispatched on the same day, (Monday to Friday), assuming everything is in stock at the time. If you need an item for a specific date/event please contact us before ordering. If an item is out of stock we will send you an email to tell you what is going on. As we manufacture most items in house we generally have a maximum stock turnaround of less than a week, but at busy times this can be longer, but we will try to keep you updated.

Your Order is... Meaning
being checking
Your order has been correctly processed by the payment system, but is waiting to be accepted and checked by a human. Once we have checked your order it will move into being processed.
being processed
Your order has been checked and is now being processed. Generally this means it will be dispatched today.
waiting for stock
Items have been allocated to your order, but unfortunately some items are out of stock. As we manufacture over 95% of our product ourselves, it shouldn't be long before things are on their wait to you.
in dispatch
Your order has been assembled all the items have been checked and everything has now been passed to our dispatch department for packing. You will normally be given a tracking number at this time, but it won't work until your order has actually left our workshop.
fully dispatched
Your order has been passed to the courier company and is now in their hands. You should get your order soon, but you can use the tracking number to track your order through their system.

Parcel Tracking

We use a number of delivery systems, depending on your requirements and the size/destination of your order. We will always require a signature on delivery. Overseas delivery times are dependent on the time of year as well as the vagaries of customs and the destination delivery services. If you wish a guaranteed timed delivery service please contact us for more details. If you wish us to ship to a PO box or Forces PO Box, then unfortunately we are unable to do that and we will need an alternative delivery address.

Destination Notes
Estimated Delivery Time*
Tracking Details
USA/Canada Larger orders to the continental US are generally shipped via UPS, other orders are dispatched via International Tracked & Signed and then passed through via Air to either USPS (for USA) or Canada Post. Alternatively If you wish us to use your own UPS account please contact us before placing your order.

UPS Express 3-5 Days all other services
14-21 working Days (subject to Customs clearance)

www.usps.com
www.canadapost.ca
www.ups.com
European orders If you wish to place an order to ship to the UK or any European country, then please use our UK/EU store
Other worldwide destinations
Other destinations are generally shipped International tracked & signed or just tracked depending on the destination.
Various
Varies depending on destination.

*Estimated Delivery times are times given for deliveries stated by the relevant postal system and are from the date of dispatch. Times stated are quoted as working days and do not include delays caused by customs clearance or other activities beyond our control, included industrial action and adverse weather conditions. For items shipped from the UK to overseas we have to wait 25 working days from date of dispatch before we can claim for a missing package, and any refund or replacement goods are subject to any claim being settled prior to the issue of a refund or replacement.

Duties and Taxes

Some countries may apply additional taxes and or charges for products shipping from the UK. We have no control over these and all Duty, Taxes and Handling fees are the responsibility of you the importer. For more details on any possible import duties, taxes or restrictions you will need to contact the relevant authorities in your own country. There can be delays due to customs clearance and this is something we have no control over.

Refused Deliveries

In the event of a package being returned after failed delivery attempt(s), a delivery refusal, a package is returned to us due to taxes and or duties not being paid, or it not being deliverable due to incorrect or incomplete address, then we reserve the right to charge a restocking fee of 20% plus any additional costs incurred by us in the return of the items. Refunds will not be issues until items have been safely returned to our offices. Redelivery will be chargeable should the parcel still be required.

Returns

All of our power boxes and premium electrodes are covered by a Lifetime Guarantee. We would never knowingly sell a defective or substandard product and have we have an experienced and professional test team that strive to ensure every item gets to you in perfect working condition. However in the unlikely event that you find a fault, then please contact us before returning any item.

All sales are considered to be full and final. We hope you will understand that we cannot take back any item that has been opened or used intimately as we have to guarantee the item is new and unused, and this would be impossible to do if we accepted things of that nature back, think about how you would feel if you were not able to guarantee that your item had been used by someone else. So once the seal is broken its yours. Of course if it has failed then we will repair or replace it.

If you are not sure that what you are buying is what you want then please talk to us BEFORE making your purchase as we do not to offer an 'on approval' or 'sale or return' service, and all sales are considered to be full and final.

In the event an item is returned unopened/uncollected, or the order is returned to for any other reason without first obtaining authorisation, then we reserve the right to charge an additional 20% restocking fee in order to cover our costs and this will normally be taken from any refund due. The cost of returning the goods to us is not our responsibility and rests with the you purchaser.

Please Note we consider any item that can be used internally or directly against the skin to be an intimate product, as is any item that can come in contact with body fluids. These items cannot be returned if any hygiene seals have been broken. Any return must obtain an authorisation number prior to return.

Your IP Address is: 3.236.248.157
Lifetime Guarantee - 19/12/2013
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