Shipping policy

Shipping & Delivery Policy

At Pallet Trucks Direct Limited, we aim to provide a fast, reliable and straightforward delivery service throughout the United Kingdom and internationally.

We work with established national and international delivery companies and select the most suitable carrier at the time of dispatch, taking into account the destination, parcel size, weight, service availability and delivery requirements.

Our aim is to ensure your order reaches you safely and efficiently, with clear information about shipping charges and delivery arrangements.

UK Delivery

We offer FREE standard delivery on eligible UK mainland orders over £150 excluding VAT.

  • Orders below £150 excluding VAT are subject to delivery charges calculated at checkout.

  • Free delivery excludes Northern Ireland, the Scottish Highlands, the Channel Islands and lithium-ion batteries.

  • Large equipment, palletised deliveries and certain specialist products may be subject to additional delivery charges, which will be confirmed before payment.

  • Delivery charges may vary depending on the product, delivery location, shipment weight and transport requirements.

Where additional delivery arrangements are necessary, we will contact you before dispatch.

International Shipping

We supply replacement parts, components and equipment to customers across Europe and worldwide.

International orders are dispatched using established tracked delivery services, subject to destination restrictions and carrier availability.

Important: International shipping charges paid at checkout do not include destination-country import VAT, customs duties, local taxes or customs clearance fees unless expressly stated otherwise.

Additional charges may therefore become payable when your shipment enters the destination country.

These charges are separate from the product price and shipping cost paid to Pallet Trucks Direct Limited.

International Customs Duties, VAT & Taxes

For international deliveries, we generally operate on a Delivered at Place (DAP) basis, unless a different arrangement is expressly agreed.

Under this arrangement:

  • Pallet Trucks Direct Limited arranges transport to the agreed delivery destination.

  • The customer or designated importer is responsible for applicable import VAT, customs duties, local taxes and customs clearance or administration fees.

  • These charges may be requested by the delivery company, customs authority or appointed clearance agent before the goods are released or delivered.

  • Import charges are not included in our checkout total unless expressly stated otherwise.

  • Customers may be required to provide additional information or documentation to complete customs clearance.

The amount payable depends on factors including the destination country, product classification, declared customs value, country of origin and applicable local regulations.

Pallet Trucks Direct Limited does not determine or control destination-country customs duties, import taxes or third-party clearance fees.

We recommend checking with your local customs authority before placing an order if you require an estimate of the charges that may apply.

Important Information for International Customers

By placing an international order, you acknowledge that additional customs duties, import VAT, local taxes and clearance charges may be payable upon arrival in your country and are your responsibility unless expressly stated otherwise at checkout.

Where the law requires us to collect particular taxes at checkout, those taxes will be shown as part of your order total.

Customers should ensure they understand their country's import requirements before ordering.

VAT-Registered International Businesses

VAT-registered business customers may be eligible to reclaim import VAT in accordance with the tax regulations applicable in their country.

Eligibility depends on local requirements, the identity of the importer of record and the availability of appropriate customs documentation.

Please note:

  • Import VAT is not automatically recoverable simply because a business is VAT-registered.

  • Customs duties and courier clearance fees are not necessarily recoverable as VAT.

  • Customers should retain the relevant customs import documentation and payment records.

  • Pallet Trucks Direct Limited cannot guarantee eligibility for VAT recovery.

Customers requiring commercial invoices or supporting shipping documentation should contact us with their order number.

Customs Clearance & Import Documentation

International shipments may be subject to customs inspection and clearance procedures.

Customers are responsible for providing any information reasonably required by the courier or customs authority to complete import clearance, including importer identification or tax registration details where applicable.

Failure to provide the required information or pay applicable import charges may result in delays, additional charges or the shipment being returned.

Customs clearance times are outside our direct control.

Delivery Carriers

We work with a range of established delivery companies, including Royal Mail, FedEx and other national and international carriers.

We reserve the right to select the most suitable carrier at the time of dispatch, taking into account:

  • Delivery destination and available services.

  • Parcel dimensions, weight and shipment requirements.

  • Estimated delivery times and carrier reliability.

  • Customs clearance and international shipping requirements.

  • Restrictions affecting specialist products or lithium-ion batteries.

Where an order is placed using a general delivery option such as International Tracked Delivery, the carrier used may differ depending on the shipment requirements.

This flexibility allows us to provide an efficient and reliable delivery service without restricting shipments to a single delivery company.

Lithium-Ion Batteries & Restricted Goods

Lithium-ion batteries and certain other products are subject to additional transport and safety regulations.

These products may require specialist packaging, documentation or approved transport services.

As a result:

  • Standard or free delivery offers may not apply.

  • Additional delivery charges may be necessary.

  • Some international destinations may not be available.

  • Dispatch and delivery times may be longer than for standard replacement parts.

Where necessary, we will contact you to confirm the available delivery arrangements before dispatch.

Order Processing & Dispatch

We aim to process and dispatch in-stock orders as quickly as possible.

In Stock – We aim to dispatch the same working day.

This is an aim rather than a guaranteed dispatch commitment.

Orders requiring specialist transport, customs documentation, additional processing or stock transfers may take longer.

Orders placed outside our normal working hours, at weekends or on UK public holidays will generally be processed on the next working day.

Once your order has been dispatched, we will send a shipping confirmation containing tracking details where available.

Delivery Times

Delivery times vary depending on the destination, product availability, selected shipping service and customs clearance requirements.

Estimated delivery times are indicative and may be affected by circumstances outside our control, including:

  • Customs inspections or clearance delays.

  • Courier network disruptions.

  • Severe weather or transport restrictions.

  • Public holidays.

  • Remote delivery locations.

  • Incomplete or incorrect delivery information.

We will endeavour to assist with delivery enquiries and provide updates where information is available.

Nothing in this policy affects your statutory rights in relation to delivery.

Tracking Your Order

Once your order has been dispatched, we will send you a shipping confirmation email containing the relevant tracking information where available.

Please allow time for tracking information to become active on the delivery company's website.

For international shipments, tracking may show that a parcel is awaiting customs clearance or payment of import charges.

If the courier requests customs information or payment, customers should respond promptly to avoid unnecessary delays.

Refused, Unclaimed or Undeliverable International Shipments

If an international shipment is refused, remains unclaimed or cannot be delivered because the customer has not paid applicable import charges or supplied necessary customs information, the courier may hold, return or otherwise deal with the shipment in accordance with applicable regulations.

Additional charges may arise, including return transport, storage, customs administration or disposal costs.

Where permitted by applicable law, reasonable costs incurred as a direct result of a customer's refusal or failure to complete customs clearance may be deducted from any refund otherwise due.

Any refund will be assessed in accordance with our Refund Policy and applicable consumer protection legislation.

This provision does not limit your statutory rights where goods are faulty, misdescribed or where we have failed to meet our legal obligations.

Incorrect or Incomplete Delivery Addresses

Customers are responsible for providing accurate and complete delivery details when placing an order.

Incorrect or incomplete addresses may result in delivery delays or additional courier charges.

If you notice an error in your delivery address, please contact us as soon as possible.

We cannot guarantee that an address can be amended once an order has been dispatched.

Delivery Enquiries

If you have any questions regarding shipping, delivery charges, customs requirements or tracking, please contact:

Pallet Trucks Direct Limited

Email: sales@pallet-trucksdirect.co.uk

Telephone: +44 (0)1252 411841

Website: www.pallet-trucksdirect.co.uk

Our team will be happy to assist with your delivery enquiry.