Delivery

Please take the time to read the following details and let us know immediately if you anticipate any delivery issues.

Products

The products we supply are extremely heavy and often bulky. Consequently they are carefully packed on pallets to provide a safe method of delivery and off-loading.

Kerbside Delivery

We offer a kerbside delivery service. Therefore, goods cannot be removed, positioned or erected by the driver.

Delivery Dates & Times

Deliveries are made Monday to Friday between 8.30 am and 5.30 pm on an agreed day. You will be contacted by our staff once the goods are ready for despatch to confirm a delivery date.

If for any reason you are unable to be present as agreed, then you must let us know 48hrs in advance or the couriers will charge you for re-delivery. If the delivery is cancelled, re-routed on the day of delivery or re-delivered another day then you will be charged an additional cost. This fee will be the same as the original delivery amount.

On the day of delivery, we cannot guarantee that the haulage company will contact you prior to their arrival at the agreed delivery address. Our couriers require that you (or a representative) are present to check and sign for the goods on arrival.

Goods left unchecked or without a signature are not covered by our insurance policy which means that claims cannot be considered afterwards.

Delivery Vehicle Types

The standard delivery vehicle is an 18 tonner with tail lift (to lower the pallet to road level) and a pallet truck to pull the pallet to the nearest convenient place. Delivery is on a ‘kerbside’ basis. If access is restricted or difficult a smaller (7.5 tonne) lorry can be provided if we are made aware of this requirement before despatch. For larger orders we may choose to deliver using an articulated lorry and moffet fork lift truck or Hi-AB.

There is a maximum individual pallet weight of 700kg on a 7.5 tonne lorry. If your order exceeds this and you do require the smaller lorry, we may have to split your order onto multiple pallets. This may incur additional cost, which will be confirmed upon delivery confirmation.

Access

Please inform us in advance if you have a steep access, an uneven surface or gravel driveway. These will all prevent access using a trolley unless you are able to provide some boarding for the uneven or gravel surfaces.

Inspection of Goods

When the goods are delivered please carefully slit through the polythene shrink-wrap using a small knife or scissors, cutting away from the stone to avoid damage. The shrink-wrap can then be peeled back to expose the products. A visual check should be made for any damage in transit, paying particular attention to the corners. This is a quick and easy process and is not physically demanding. If there are any issues with the products we require these to be photographed, showing the goods as they arrived on the pallet(s) and sent to us within 24 hours of delivery.

Damaged Goods

In the unusual event of damage it is imperative the delivery document is signed as ‘damaged on arrival’. Please call us on 01785 878 402 whilst the driver is there, or immediately afterwards. We would then require several photographs of the damage – some of the whole pallet and some close-ups of the damage. Under no circumstances sign the delivery document as "unchecked". "Unchecked" or "Unexamined" will be classed as not damaged.

Please do not remove damaged items from the pallet – it is essential the hauliers and insurers can see the damaged items as they arrived. We require the damage to be reported on arrival and photographs submitted by email to sales@caststone.com within 24 hours of delivery.