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Sales Line 01785 850 653
Open Mon-Fri 9am to 5pm

 
🚀  24hr Express Delivery Available
📆  Book a Delivery Date in the Checkout

Frequently Asked Questions

Delivery


How are products delivered?

Most of our products are delivered on a pallet (with the exception of smaller goods such as accessories and tools), via a pallet delivery network.

Pallet delivery can only be guaranteed to your kerbside. However, where possible the driver will attempt to deliver onto your drive or pavement. The pallet is delivered from an 18 tonne wagon with a tail lift and pallet trolley (not a crane or hiab delivery wagon). It is only possible to manoeuvre a pallet truck on level, smooth and solid surfaces such as tarmac, concrete or block paving. We can not deliver on to slopes, loose gravel, grass or other soft or uneven surfaces.

We need clear access for an 18 tonne curtainsided lorry, it is your responsibility as the customer to advise us of any access restrictions that you think may cause a delivery issue, here are some issues that can cause delivery problems:

  • weight restrictions on roads leading to your property,
  • narrow lanes,
  • low overhanging trees,
  • narrow roads with on street parking 
  • no drop kerb
  • Please Note : Customers are responsible for disposal of any pallets the goods are delivered on.
When do you deliver?
  • Available delivery dates are shown in the checkout.
  • We deliver Monday to Friday as standard. (Standard delivery has a 3 to 4 day working lead time).
  • Saturday delivery is available on limited products to certain postcodes and does carry a delivery surcharge.  
  • Deliveries are made between 8.30am and 6.00pm. (Delivery times maybe extended during peak times).
  • Please note that turf is cut fresh the day before the delivery due date. Therefore, we cannot deliver turf on a Monday because our turf suppliers don't work on Sundays.

We will keep you up to date with the progress of your delivery by text message and email notifications. If you have any issues with your delivery please call us on: 01785 850 653.

Do you deliver next day?

We offer Express Delivery as an option on most of our products, expresss delivery will provide the earliest available delivery date. Available dates will be shown in the delivery date selector in the checkout.

Can I choose a delivery date and time?

Yes we do. We are one of a few companies that offer a Delivery Date Selector (found at checkout). We offer an AM (9am - 1pm) Delivery Service, exclusively for our Telephone Orders.

Do I need to be at home when the delivery is made?

We would much prefer that you are present to accept delivery.

How are non-palletised deliveries made?

Products that are not sent on a pallet, such as tools and accessories, are usually sent by Royal Mail or Courier Service.

Do you collect pallets?

Unfortunately, we do not collect pallets and it is down to the customer to dispose of the pallets themselves. We recommend you drop it off at your nearest tip/recycling centre.

What happens if I refuse delivery / failed delivery?

If you decide to refuse delivery or if it's a failed delivery, it is up to you as the customer to pay for the delivery returns fee (charged by the third party hauliage company) which can be up to £60 depending on where you live.

Before you decide to refuse delivery, please contact us and we can help sort out any issues you may have with the porduct. 

Call: 01785 850 653

Ordering Turf


How big are your rolls of turf?

Our lawn turf is sold in rolls that cover 1m². The rolls usually measure 60cm wide x 1.67m long.

Wild Flower Turf is sold in 1m².

Don't know how much turf you need use our Turf Calculator. We also have more information about turf on our turf specailist website: Turf Growers.

Can I pick a delivery day?

With our checkout system, you are prompted to choose a preferred delivery date, which will give us a guideline for when you would like your delivery. We will always try our hardest to deliver on your preferred delivery date, but this cannot always be garanteed during peak times.

Can I book a time slot for turf delivery?

As of right now, the nationwide delivery service that we use only offers an AM booking system. For £15, we can book a delivery for an AM time slot (9am to 1pm).

Is there an order cut off?

There is an order cut off for both topsoil and turf at 1pm. The reason for this, is that our nationwide delivery network will be loading the goods for next day delivery after this point, so, they cannot accept any new orders. Therefore, we couldn't cut any more turf for that day.

Would I receive a receipt?

Yes! One of the main reasons we ask for an email address is so we can send you a receipt. If you need a receipt for an order, feel free to Contact Us and we can email over the (VAT) receipt. 

Cancellations


When is the latest I can cancel my order? (excluding turf)

Orders can be cancelled with no charge, if the goods haven't been dispatched. As we use a third party delivery network, we are charged for any time the vehicles are used to transport the goods. Therefore, if the goods are sent to be collected and or moved, there is a cancellation charge that would be deducted from your refund. 

Cancellation charges are postcode dependant and are a charge set by the haulier, which we are charged. There is no profit made through the charge.

When is the latest I can cancel my turf?

A turf order can be cancelled with a full refund, if the goods haven't been cut by our farm yet.

Due to turf being a perishable product, we cannot provide a refund if you cancel your order and the the turf has been cut by our farm, as this item can't be resold.

Refunds


I have cancelled my order, when should I expect my refund?

If you have cancelled the order - The majority of banks, will take up to 48-72 hours for the funds to show on your statement and account. 

My goods have been collected, when should I expect my refund?

If the goods have been collected from the delivery destination and returned to us - We will refund the goods, once we have confirmed the goods are back with us. This usually takes one working day. After that, for the majority of banks, it would take between 48-72 hours, for the refund to be processed and show on your account statement and account.

My order didn't arrive on my preferred delivery date, can I have a partial refund? (Standard Delivery)

Very occasionally, we cannot meet the preferred delivery date. With this being said, we do our best to deliver your goods within the 4 working day delivery window that is, our standard delivery service.

If we exceed 4 working days delivery, then we can refund you the delivery fee (if applicable). 

My item didn't arrive on my preferred delivery date, can I have a partial refund? (Express Delivery)
All be it, quite rare, sometimes Express Delivery isn't met.

If the product is eligible for Express Delivery (Which can be found on the Products Delivery Details), and it is ordered before 1pm, with the delivery date being a Weekday, yet is missed, we can refund the difference between Express Delivery and Standard Delivery.

Please Note: Turf cannot be delivered on a Monday, meaning Friday's Next Working Day Delivery would be Tuesday.
Contact Us

Quality Garden Supplies Ltd
12 Stafford Street
Eccleshall
Staffordshire
ST21 6BH

Enquiries & Quotes: 01785 850 653
Customer Services: 0333 321 6896
Sales Line: 0871 971 0988
Fax: 01785 330 837

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© 2022 Quality Garden Supplies Ltd
Company Number: 7055300
Vat Reg. No: 980 4084 14

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