Q - What are your lead times on new orders?
A - With all new orders, our lead times are between 4-8 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 pallet courier normally takes 3-5 business days however, we can arrange for Next Day and timed delivery but this carries further delivery charges (please contact us for more information)
Q - Do you offer Installation?
A - Yes, but this is dependant on your location. We currently don't cover the entire UK however, for multiple units, we would more than likely be able to install these for you and can deliver on our own dedicated vehicle. (please contact us for more information)
Q - My delivery is late or hasn't arrived?
A - If your delivery is late or hasn't arrived, in the first instance, please check the tracking number on the palletways tracking page. After this then 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. Signing the delivery note and then finding damage after the courier has left almost always results in a claim being rejected. In all instances, the quicker you can get us images and clear details, 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 - Delivery is discussed and planned with our customers before the pallet is collected from us. If on the delivery day you are unavailable, you must inform us straight away and if the haulier is unable to deliver due to access issues, you the customer would be liable for a re-delivery charge.
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 each building 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 preparing most of our products for delivery. 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 contact us and we will get back to you as quickly as we can
