Shipping & Delivery

This document outlines the shipping and delivery options for orders placed on ninja-guard.co.uk. Please read this carefully before placing your order, as specific terms apply due to the nature of the goods and/or services.

 

1. Delivery Areas

 

We currently deliver to mainland Great Britain (England, Scotland, Wales). We may be unable to deliver to certain remote areas.

 

For the locations listed below or if your delivery address is in a postcode not listed at checkout, please email us before ordering and our team will assist.

 

Northern Ireland, Republic of Ireland, Channel Islands, Isle of Man, Isle of White, Anglesey, Isles of Scilly, Western Isles, Orkney Islands, Shetland Islands, Scottish Highlands and areas North of Edinburgh and Glasgow, Other offshore Islands and BFPO addresses

 

For international and global freight services please email our team and we will be able to review your requirements.

 

2. Delivery Options

 

Due to the size, weight, and fragility of our products, we offer various delivery options including express courier, postage and by truck/lorry.

 

Delivery services are estimated at time of ordering, subject to stock availability.

 

All delivery times are estimates from the date of dispatch, not the order date. Working days are Monday-Friday, excluding public holidays.

 

3. Delivery Process and Requirements

 

It is the customer's responsibility to ensure suitable access and assistance for the delivery.

 

Kerbside Delivery: Our standard delivery is kerbside only. This means the driver will deliver the goods to the nearest accessible point to the public highway outside your delivery address. The driver is not obligated to take materials through a property, into a garden, or onto a specific floor.

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Offloading: For pallet deliveries with a truck/lorry fitted with a tail lift, the driver will use a manual pallet truck to offload the goods from the vehicle. They cannot use a forklift or Moffett on the public highway. The ground must be firm and level. For pallet or larger deliveries where a tail lift is not accessible, for example, containerised or on curtain sided/flatbed truck/lorry  you will be responsible for providing suitable equipment and resource for unloading and will have 1 hour free waiting time, thereafter it will be chargeable at an agreed rate.

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Assistance: You or a responsible adult must be present at the agreed delivery address to accept and sign for the delivery. It is strongly advised you have help available to move heavy or bulky items from the kerbside to your desired location or if required to provide resource and equipment for offloading where a tail lift is not available or accessible.

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Access Issues: You must inform us of any potential access issues before ordering (e.g. narrow roads, low bridges, weight restrictions, no turning circle, steep driveways). If a delivery attempt fails due to unsuitable access, redelivery charges will apply.

 

4. Order Processing and Dispatch

 

You will receive a dispatch confirmation email with tracking information (where available) once your order leaves the facility.

 

5. Damaged or Incorrect Delivery

 

Check Your Delivery Immediately: You must inspect the goods in the presence of the delivery driver before signing for them.

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Note Any Damage: If there is any visible damage to the packaging or goods, you must note this clearly on the delivery driver's handheld device or paperwork before signing. Please take photographs.

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Contact Us: You must then notify us of the damage within 24 hours of delivery by emailing sales@ninja-guard.co.uk with your order number, a description, and photographs of the damage. We cannot process claims for damaged goods that were signed for as "in good condition."

 

6. Failed Deliveries and Re-delivery

 

If you are not available to accept the delivery, the courier will usually leave a card and attempt re-delivery or take the goods to a local depot.

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If a delivery fails due to your unavailability or provided incorrect address, we reserve the right to charge additional fees for storage and re-delivery.

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Goods will be returned to us if delivery cannot be completed after a reasonable number of attempts. A restocking fee and administration charge (typically 20% and 10% respectively) may be deducted from your refund to cover associated costs.

 

7. Changes to Your Order or Delivery Address

 

Please contact us immediately if you need to change your order or delivery address. We can usually accommodate changes if the order has not yet been dispatched. Changes after dispatch may not be possible and may incur additional charges.

 

9. Contact Us

 

For any questions about delivery, to report an issue, or to get a quote for specialist freight, please contact our team:

 

Email: sales@ninja-guard.co.uk Mon-Fri 9.00 am - 5:00 pm