Update - Due to unprecedented demand delivery might take up to 10 working days longer than usual.
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A message from Hermes, one of our delivery partners
In light of the uncertainty we all face in our daily lives with the outbreak of coronavirus, we wanted to let you know the plans we’ve put in place to ensure that our business is as prepared as possible. We’re following all government guidelines to ensure health & safety remains the top priority across our business to protect all of us.
Protecting our customers
There’s a lot we still don’t know about coronavirus, but we know it’s best to minimise physical contact to stop the virus spreading. Because of this, we are encouraging all our customers to download the Hermes app and choose their preferred safe place for all deliveries, using the My places option. Customers can also divert individual parcels by following the Track & Divert link in the parcel notifications we send.
For the small number of parcels where our client does require a signature we are encouraging customers to not use their finger and to use a pen, stylus or other appropriate object.
We’re encouraging our couriers to follow all government guidelines and take extra precautions by frequently wiping down regularly touched items such as handheld devices, mobile phones, handles and steering wheels.
Protecting our couriers
We’ve made a choice to do the right thing; we’ve made a £1 million pound fund available for our self-employed couriers, to help support them if they need to self-isolate. We will also support them in finding someone to deliver on their behalf if they do not have a substitute and guarantee that their rounds will be kept open for them for when they return.
We’re asking our customers who are self-isolating to make your courier aware and we’ve advised our couriers to limit any personal contact such as handshakes, so please don’t take it personally.
Protecting our people
We’re communicating with all our parcel people regularly to update them of government guidelines, best practice handwashing and high standards of hygiene.
We’ve set up a dedicated mailbox for specific questions from our people. We’ve also provided all our sites with additional hand washing equipment and sanitisers and we’re following government guidelines in relation to sick pay and self-isolation.
We are pleased to offer FREE DELIVERY on orders over £25* to most delivery locations within the UK. (This includes the Scottish Highlands, Isle of Man, Isle of Wight and Northern Ireland). Unfortunately we don't deliver to the Channel Islands due to high delivery surcharges.
For orders under £25, a £2.99 delivery charge will be added per order.
Pallet deliveries will arrive on a vehicle equipped with a tail lift and pump truck. Orders are off loaded to ground level and wheeled a short distance over good ground to the desired destination. If your delivery address has restricted access (narrow lanes, etc.) please indicate that you require your delivery in a 7.5 tonne lorry in the comment box of the checkout process.
Please note that we do not offer pallet deliveries to the following postcodes:
'DG' 'EH15-26/EH31-46' 'EX 19-23/EX 38-39' 'FK10' 'G13-15/G60-64/G81-84' 'KA1-26/29-30' 'KY2-5' 'LD' 'LL37-39/42-49/51-56/58-78' 'ML10-12' 'PA1-19' 'PL' 'SA61-73' 'SY10-11/SY 16-25' 'TD' 'TQ4-10' 'TR1-16' 'DD' 'FK8-9/FK 11-21' 'KY1/KY6-16/KY99' 'PH1-18' 'AB' 'IV1-28/30-32/36/55-56/63/99' 'KW1-3/5-14' 'TR17-27, TR93' 'PA21-38/41' 'PH19-26/30.41/49-50' 'IV40-49/51-54' 'KW15-17' 'HS' 'PA20' 'KA27' 'PA42-49/62-75' 'KA28' 'PA60-61/76-78/42-44' 'PO30-41' 'IM' 'JE' 'GY1-8' 'GY9'
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
We aim to deliver your order(s) as soon as possible. We always advise that delivery should be made within 3-5 working days of ordering. Please allow extra time when ordering around peak times of year and Bank Holidays as delays may result.
CAN I TRACK MY ORDER?
You will receive a tracking email when your order has been dispatched.
COURIERS WE USE
We use Hermes, DHL, Yodel and DPD.
SIGNING FOR YOUR DELIVERY
When you place your order, you are able to leave delivery instruction for our couriers (Yodel and Hermes) if you know that you will be unable to take delivery. Furthermore, after listening to our customers, we have also asked our couriers to leave goods in a safe place, or with a neighbour, if you do not leave delivery instructions, but are unable to take delivery. This means that rather than our couriers trying to deliver on another day, they will instead leave the goods in a safe place, or with a neighbour, and then drop a card through the letterbox, advising where the goods have been left. This helps to prevent our customers from having reschedule another delivery or having to drive to their nearest courier depot to retrieve their order.
If you are at home to sign for a delivery, then by signing for the goods means you are accepting they have been delivered in good condition. Should the outer packaging be breached or the contents of a parcel appear to be damaged, REFUSE the effected parcel. It is not necessary to refuse the whole delivery.
Please check the number of parcels you are signing for and if in doubt note the number of parcels received alongside your signature. Pet Spectrum Group will not be held responsible for any goods signed for but not received.
If you sign for your delivery without checking or it is left without a signature and the parcel and contents are found to be damaged, we must be notified within 24 hours of delivery. Photographic evidence is required of the inner and outer package, and a declaration* of damage completed and returned BEFORE we can consider any replacements / refunds. Any emails sent to us at email@example.com containing damage evidence should not exceed 8MB in total. Damage evidence is required within 7 days of the delivery taking place. Due to courier restraints we cannot entertain claims for damages after this 7 day deadline.
We strongly suggest opening our outer packaging to check the contents on receipt.
NOT GOING TO BE IN TO ACCEPT DELIVERY? INSTEAD, YOU CAN REQUEST FOR IT TO BE DELIVERED TO A SAFE PLACE
When you place your order, please provide leave safe delivery instruction for our couriers (Hermes, Yodel and DPD). If you do not leave delivery instructions, and are unavailable to take delivery, we have asked our couriers to leave our parcels in a safe place or with a neighbour. This means that rather than our couriers trying to deliver on another day, they will leave the parcel and then drop a card through the letterbox, advising where it has been left. This prevents you from having reschedule another delivery or having to drive to the nearest courier depot to retrieve your order. If you forget to add delivery notes, please email us: firstname.lastname@example.org and we'll add them for you.
NOTIFICATION OF SHORTAGES ON A DELIVERY:
You can check the progress of your deliveries via your account on our site / couriers tracking details. Any shortages must be reported within 24 hours of delivery. Should the delivery be in dispute and the goods have not been found we require a [courier supplied] declaration* of non receipt to be completed, signed and returned BEFORE we can consider any replacements / refunds. Due to courier restraints we cannot entertain claims for missing goods after 7 days of the advised delivery.
*Should you need to return a declaration of damage or non receipt and do not have access to a printer, please write out the supplied document by hand.
At Equi Supermarket we pride ourselves on our delivery service. Deliveries are made within 3 - 5 working days after ordering, if ordered at the weekend or on a bank holiday, we aim to dispatch your order on the first or second next available working day. Please allow extra time for delivery during and after public holidays.
DPD deliveries are made Monday to Friday. On the morning of delivery, you will receive an email and text message, giving you a 1 hour delivery slot. If this is not suitable, you can re-schedule very easily with DPD by following their instructions.
Hermes and Yodel deliver between 7.30am > 9pm and we CANNOT specify them to deliver within a specific time frame (ie for deliveries made to business addresses).
If your item is not in stock, we will back order it for you. You will always be emailed with the option to cancel your order if you would rather not wait.
Tax Charges for orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.
INTERNATIONAL DELIVERY (NON-UK)
Unfortunately, we don't offer delivery to non-UK addresses at this time.