At Gardiner Distribution, we strive to ensure that your order is delivered safely and on time. However, please note that the delivery process will vary depending on the delivery method chosen. We work with multiple trusted delivery partners, including Gardiner Distribution, Palletways, DPD, and the manufacturer’s direct delivery partner.
1.1 Delivery Methods
- Gardiner Distribution: Deliveries via Gardiner Distribution are scheduled and booked in advance to ensure successful delivery. We will contact you to confirm the delivery details before the delivery is made.
- Palletways and DPD: These third-party delivery partners handle a variety of orders depending on your location and the product being shipped. Delivery methods may vary.
1.2 Delivery Details
Regardless of the delivery partner used, all deliveries are kerbside only. This means the delivery will take place at the nearest accessible point to your property (typically at the edge of your driveway or property line). Please note that:
- All deliveries are one-man unless otherwise specified.
- None of our delivery services are insured to bring goods inside a residential address or to enter an active building site.
- In some cases, labour may be required at the delivery location to assist with off-loading the goods, depending on the vehicle type and the location of the delivery.
1.3 Failed Delivery
While we make every effort to ensure your delivery is successful, there are instances where the delivery may fail. Time for delivery shall not be of the essence. Risk passes on delivery, and all access-related failures are the customer’s responsibility. If this happens, the following applies:
- Gardiner Distribution Deliveries: If your delivery fails despite all internal booking processes being followed, you will be charged a re-delivery fee. The re-delivery fee will depend on your location and the size of the goods. If you choose to cancel your order due to a failed delivery, original delivery fees, re-stocking charges, and any applicable fees will be communicated to you at the time of cancellation.
- DPD Deliveries: If delivery via DPD fails, the delivery will follow their standard process, which may include a reattempted delivery or the goods being taken to a local depot for you to collect. If you do not collect the items from the depot and they are returned to us, a return delivery fee and re-stocking fee will apply. These charges will be communicated to you at the time the goods are returned. DPD provides full tracking details, which you can access within your online account to stay updated on your delivery status.
- Palletways Deliveries: If delivery via Palletways fails, a re-delivery fee will apply, and the fee will vary depending on the size and location of the goods. If you opt for us to book your delivery, the local depot will contact your nominated person (either within your business or your end customer/site representative) to ensure that access is possible for a Class 1 vehicle and to arrange the most suitable delivery date. If you opt to select your own delivery date but do not use the book-in option, you, the customer, will assume responsibility for any additional charges, including original delivery costs, return delivery fees, restocking fees, and any storage charges. Palletways will also provide full tracking details, which we will update to your online account.
1.4 Access and Delivery Location
For all delivery methods, please ensure that the delivery location is accessible for the vehicle type being used. If delivery is attempted and cannot be completed due to access issues, we may have to reschedule delivery and charge for the re-delivery. Please note:
- Palletways Deliveries: If you choose to have us book your delivery, the local depot will contact your nominated representative to confirm that access for a Class 1 vehicle is achievable. If you select your own delivery date without using this option, you will assume responsibility for any access issues and related charges.
- Delivery Size and Vehicle: The size and type of the delivery vehicle may vary. A tail-lift may be used for offloading, but if this is not suitable for your location, you may need to arrange for additional help on-site to unload the goods.
2. Order ownership & returns
Once an order is placed and confirmed, the product purchased belongs to you, the customer. If, for any reason, you or your client decides they no longer want the product after it has been confirmed, the item must be processed as a normal return. As a third-party distributor between the manufacturer and purchaser, we do not hold stock in our warehouse for products that may be returned because of a change of mind.
Important: If you or your client no longer wish to keep a product after confirmation, you are responsible for handling the return as per our returns policy (outlined below). We will not retain stock in our warehouse due to changes of mind from your end.
