Q - What are your lead times on new orders?
A - With all new orders, our lead times are between 12-14 weeks from date of deposit received. During our very busy periods, we may extend the lead times but you would be notified of this when placing an order.
Q - How long does delivery take?
A - Once collected, delivery via haulier is no more than 2 working days. Pallet courier is either NEXT DAY or an ECONOMY service which is within 3 working days.
Q - Will the haulier be able to deliver my pod is access is tricky?
A - Our hauliers use a large HGV with HIAB to deliver our Glamping pods all over the UK.
We always ask for as much information including images and measurements. This enables us to offer the great service we are proud of and nothing makes us more happy that a successful delivery and a happy customer. If we do not receive the requested information or the information we receive is incorrect, delivery may be refused. Overhead obstacles, tight turns, narrow drives, loose ground including grass and brick weave drives, overhanging trees or asking the haulier to lift over large hedges and other buildings etc may make delivery difficult or not possible at all. In the event of delivery being made, the customer is fully responsible for ensuring that delivery is possible as if there are any issues, the customer is fully liable for any costs incurred. Our haulier may refuse to deliver the building if access is difficult or unsafe and if the building is returned to us, this redelivery charge is payable by the customer.
Q - Will the haulier/courier bring my delivery inside my house or to my garden?
A - This is entirely down to the discretion of the individual making the delivery. Certainly in the case of a haulier delivering a Glamping Pod, if access allows, the haulier would place the pod in your chosen location. In regards to a pallet courier, they will normally only deliver a pallet Kerbside outside your property. In rare cases, they may place the pallet into a garage or under a carport if access allows.
Q - My delivery is late or hasn't arrived?
A - If your delivery is late or hasn't arrived, please contact us and we will track down your delivery and make contact with you as soon as we are able to. We are normally able to locate a late delivery very quickly and can either chase for you or give you the couriers details if we are unable to assist straight away.
Q - My delivery has arrived damaged, what do I do?
A - Sometimes accidents happen, In the first instance, please take clear and precise images of any damage and contact us straight away. The delivery driver may want you to sign a delivery document, if so, please mark the delivery as damaged on the delivery docket. This will enable us to put in a claim for any damages and to rectify the damage as soon as possible.
Q - My delivery was attempted but I was not home?
A - Don't panic, most couriers will attempt delivery again the following day but please let us know of this is the case so we can chase this up and inform you. Normally, the courier would call you either the day before or on the day an hour prior to delivery being made to alert you of their arrival. If they attempt delivery for a second time and no-one is able to sign, there may be a re-delivery charge which would be payable by you.
Q - I am not happy with my product, can I return it?
A - All orders placed with Wood Wizards are non refundable as we manufacture to order. We always strive to make sure that our customers are 100% happy with their purchase. If something is wrong with it, we will get it sorted quickly and efficiently. If there is a manufacturing defect with any of our products, we will send a replacement product at no cost to yourself as quickly as possible.
Q - There are pieces of timber left over from a delivery, what are these for?
A - We never scrimp on packaging, we want to make sure your goods arrive in the same condition that they were sent. We use packing timbers when loading a pallet ready for wrapping and sometimes we may fix packing timbers in place by way of screw or other fixing. These should be discarded and any important components will be clearly marked to avoid any confusion.
Q - I don't see the question above that I want answering?
A - Please click the ASK US A QUESTION button below and we will get back to you as quickly as we can
