FAQ’s
How will the products be delivered?
Your delivery will be delivered in either bags or on a pallet. If our dedicated truck does operate in your area, the delivery will be offloaded using our lorry-mounted forklift truck.
If the goods are delivered using a third party delivery system then the goods will be lowered off the truck using a tail lift and moved onto the kerbside using a manual pallet truck.
Where will the aggregates be put when offloaded?
Can I ask the driver to take the aggregates to the back of the house?
No, the delivery process is to the kerbside only.
What happens if the delivery is late?
If you have paid the additional delivery charge for a specific timed delivery and it is late, please call our office and we will try to trace where the delivery vehicle is. If your order is being delivered using our own dedicated vehicles, tracing will be easy as all of our trucks are tracked. If your order is being delivered by a courier company, then we will contact them and replay back to you where the vehicle is and when it should reach you. If you have paid for a timed delivery, i.e. by 12pm, and the delivery is made after that time, then you will be refunded the difference between a timed delivery and a normal delivery price.
What happens if my access is narrow or too small?
It is your responsibility to provide all the facts relevant to make a safe and successful delivery. If you have any concerns as to the suitability of a delivery then you must contact our office and explain the information to them before placing your order.
Are the bags returnable?
No, once the bag has been delivered, it is down to the customer to get dispose of the bag in the correct manner.
Does the checkout price include delivery?
Yes, once you have entered the address, the price will automatically update to include delivery charge.
If you do not enter a delivery address then it is taken you are collecting and delivery is not included in the price.
Can I pick a delivery day?
Yes, on checkout you can choose a delivery day. Our standard delivery days are Monday – Friday, however if you have ordered on the weekend first delivery day would be Tuesday.
We can deliver on a Saturday.
We do not deliver on a Sunday.
Do you deliver on the weekends?
We can deliver on Saturdays but it is more expensive. Please call to the office to discuss.
We do not deliver on Sundays.
Do I have to be home when the delivery is made?
We advise that someone is at home to accept the delivery. If a delivery is made and the delivery is short or damaged then we strongly advise that you are present to check and sign for your delivery.
If there is a shortage or damage on delivery then before signing the delivery note you must write on the note there is damage or a shortage. If you do not then this cannot be rectified afterwards.
Taking everything into account we strongly advise you to be present for the delivery.
Does the price include VAT?
Yes, the total amount at the checkout does include VAT
What happens if the delivery is not what i ordered
It is very unlikely this will happen, but in the unlikely event that what is delivered is not what you ordered, then call us on 01902 784842 immediately before the goods are offloaded. That is why it is important to always have someone present on the delivery day to check
When will I receive my order?
Any order placed before 11AM, will be delivered the next working day providing the goods are in stock. We cannot be held responsible for hold ups due to accidents, road closures etc but you can be assured we will always do our best as we want you to return to our site.
How much do I need to buy?
If you are unsure on how much you need to order, please use the quantity calculator or alternatively please call the office on 01902 784866 and someone will be able to help.
What’s your return policy?
Our Returns & Refunds policy can be found at the bottom of the Home page on the left hand side. Simply click on the link and you will see our policy. If you have any concerns or questions then we strongly suggest you call us on 01902 784866 before placing an order, where our team will be happy to assist you.
I have ordered the wrong product and need to exchange for something else, how do I go about this and would there be additional costs?
As soon as you realize that you have ordered the wrong product then let us know immediately. The office number is 01902 784866 or e mail us on sales@turfworld.co.uk
If the goods have not been dispatched then we will happily alter your order. If the product you now wish to choose is dearer then you will need to pay the difference and likewise if the product you are now choosing is cheaper then you will be refunded the difference.
If the goods have been dispatched then you will be responsible at your cost to return the goods and they must arrive back with us within 14 days and in good condition. The replacement goods will be charged for in the normal way and the returned goods will be refunded once they have been returned to us in good condition and within 14 days.
If the product is Turf then once it has been cut from our field then it cannot be refunded or cancelled as it is a perishable product. See our Returns and Refunds Policy for full details and if in any doubt call us on 01902 784866.
Can I collect my order?
Yes you can collect your order. On arrival to TW Aggregates, please go to the Farm Reception and bring with you your order confirmation. We always recommend that you call first to be sure we have stock and that your order is ready for collection.
Our office number is 01902 784866
Can someone collect my order on my behalf?
Yes, you can have someone collect your order on your behalf. Please ensure that you make TW Aggregates aware with their name/company name, and for them to have a copy of the order confirmation.
Do I need to bring anything when I collect my order?
Yes, please bring your order confirmation with you.
When will my order be ready to collect?
How long will you hold my order for?
Once you have placed an order and if due to unforeseen circumstances you need to change the delivery date or not needed as early as expected please call the office for us to work with you. For Turf orders then once cut they cannot be cancelled as they are perishable goods.
The most important thing is to let us know as soon as possible.
See our full Refunds and Returns policy at the bottom of the home page.
Can you supply me with a product sample?
By visiting our Wolverhampton yard, it may be possible to provide you with a small sample, providing we have the product in stock.
What areas do you cover?
We deliver all over the UK.
