Important Information Regarding Your Delivery
How long will delivery take?
Our standard delivery takes between 2 and up to 5 working days (Monday – Friday). However, this can be extended during busy periods to up to 10 working days. We do our best to email and text your delivery updates so you are kept aware.
While we can estimate on time of order when your delivery date will be, we cannot guarantee a named delivery date. 95% of the orders are delivered 48 Hours from the dispatch day.
Can I have a Weekend Delivery, Timed Delivery, AM Delivery, VAN Delivery?
Yes, we have additional options for you but you will need to call us to add these to your order.
The following options can be selected and are charged at haulier’s rates:
Timed Delivery: Set a Delivery Window between 10:00 and 16:00 and the delivery will arrive 30 minutes before or 30 minutes after the set time
AM Delivery: Set your delivery to arrive between 09:00 am and 12:00
PM Delivery: Set your delivery to arrive between 12:00 am and 17:00
Next Day Delivery
Please note that not all delivery depots do offer all additional services.
Contact us for more information.
Special Note on 7.5T Delivery Vehicles
Current nationwide delivery restriction on Tail-Lifts over 750kg means that customers requiring a 7.5T must either have a forklift to unload or purchase a smaller 750kg pallet that can allow Tail-Lifts. Please note if you require a 7.5T Vehicle with a Tail-Lift and do not mention this, you will be charged for the splitting of the pallet and re-delivery costs (if applicable) before the delivery goes ahead.
Most Deutschland postcodes are free of charge however we do have some exceptions. These are automatically applied when you enter your shipping address. You will be able to view your total delivered price before you proceed to payment.
To have accurate delivery costs and times please contact us.
Missed Deliveries or Delivery Re-Routes
If you cannot be contacted on the delivery date, and we are not able to find a secure and dry place to leave your pallet then this will be considered an unsuccessful attempt and a missed delivery and re-delivery cost will occur at haulier’s rates.
Please also double-check your delivery address and phone number is correct. If the pallet has been sent to the wrong depot an additional re-route cost will occur at haulier’s rates.
We really don’t like when this happens so please keep your mobile phone, landline & email open.
Wrong Delivery Details
It is the customer’s responsibility to enter correct delivery details. Once the order has been placed, customers will have to notify us in writing with changes to the address before the order is dispatched remembering this will occur at 9:30 AM on the next day. Additional fees may apply if the customer gives a late notice.
What happens after I place my order?
We put your order together in our warehouse on a pallet, shrink-wrapped to protect it from the elements and to ensure safe delivery. Once wrapped we arrange for our pallet delivery network to collect your order from us – your order will be taken back to their national hub and forwarded on to the nearest local partner who will deliver to your home.
How will my order be delivered?
Under normal circumstances your order will be delivered on a vehicle with a tail-lift – the driver will unload your order with a pallet pump truck and place it where you request where possible.
Deliveries are contracted to be at the kerbside only. We try our best in every case to get as close as possible but please be aware that delivery onto the property is at the discretion of the driver on the day of the delivery.
We can deliver in smaller vehicles, usually a 12T, 7.5T or smaller.
Please make sure to mention it in the delivery notes or call us to discuss special arrangements.
Please note, if delivery is refused on the basis that delivery can only be made kerbside a partial refund will be provided minus our costs incurred in delivering and returning the order to our warehouse.
Is a signature required – do I need to be there for delivery?
The signature is not a requirement and the goods can be left without you being present if specifically requested, however, we do strongly suggest being present at the moment of delivery in order to inspect the pallet.
If you decide not to be present please add to your delivery notes that you are happy for your order to be left without a signature or person present, however, our delivery partner nor ourselves could be liable should anything happen to your order after delivery.
What if I don’t live in Deutschland ?
We deliver to ALL Europe. You will need to contact us before you place your order to check whether a delivery surcharge is applicable for your area if you are not based on the Deutschland.
What if there’s a problem?
Should anything go wrong with your delivery, please contact us straight away by e-mail or phone and we’ll do all we can to provide a solution that’s 100% to your satisfaction.
We’re here with an aim to provide the easiest, safest and most efficient way of delivering our wood products.
We are here to support you before, during and after your purchase.
In the very rare circumstances, there is a complaint we request you send us all the details in a written statement. Please include a copy of your receipt if purchased through our website or the original receipt if purchased in-store or elsewhere and a copy of your statement showing the purchase. Proof of delivery, if the item was delivered. Photographs of the issue in question and any additional information that you would like to include. Our mailing address is Plus Pellets Gmbh Ltd., Office Robert-Henseling-Str. 11, 31789 Hameln, Deutschland. We aim to respond to each enquiry within 28 business days