Shipping Policy

Shipping Policy

Last Updated: June 29th, 2024

Call Before Delivery

By requesting a FREE "Call Before Delivery," the carrier will contact you approximately 24 hours before the estimated arrival of your order to schedule a delivery appointment using the phone number provided at checkout. Selecting this option may add a day to your order's transit time. A 4-hour delivery window is typical; this may vary by carrier and shipping destination.

A "Call Before Delivery" is required for residential deliveries and recommended for businesses with irregular hours (Monday through Friday, 8:00 a.m. to 5:00 p.m.). "Call Before Delivery" only applies to the item(s) in your order shipping via carrier.

If the carrier misses the delivery appointment, they will reschedule it. If you are unavailable to accept your delivery during the scheduled appointment, you will be responsible for any redelivery fees owed to the carrier. Additional fees will apply if you require a time-specific delivery in which the typical 4-hour window needs to be shortened.

If delivery cannot be completed because a "Call Before Delivery" was not selected during checkout, the carrier may charge a redelivery fee to reattempt delivery. In these situations, we will contact you via email regarding the fee and charge the card on file if necessary in order to avoid additional costs with the carrier.

Damaged/Missing/Lost Items

If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:

• Note it clearly on the delivery receipt before signing
• Keep your copy of the delivery receipt
• Contact us within one business day
• Keep the damaged packing materials for inspection
• Take pictures of the damaged items and packaging

Though our warehouses give great attention to packaging every order for shipment, damage can occur in transit. In the case of damage, we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt, you are taking responsibility and ownership of the shipment in the condition noted. If a part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages. Signing the delivery receipt without noting any damage means that you have received your shipment in acceptable condition.

There are rare occasions when our freight carriers may lose a shipment. In these situations, it’s our highest priority to find your items and we will work with the carrier to do so. Dock checks with the carrier take approximately 3-5 business days to complete. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.

Upon receiving your order, please inspect it for damaged, lost, or missing items. If any part of your order is missing or damaged, please keep the items and packaging and contact us within five business days of receipt so we can find a solution. We may request pictures of the damage to help with this process.

Delivery Time

Our products are shipped from one of the warehouses in the UK. Delivery times may vary depending on your proximity to the shipping location. Ground shipping can typically take anywhere from 1 to 10 business days.

If your delivery time is over a holiday, please add an additional day for delivery. Our warehouses observe the following holidays: Christmas, New Year, Easter, May Day, and Boxing Day.

Shipping companies may observe additional holidays. All standard ground delivery times and common carrier shipments are estimates and are not guaranteed.

Shipping Fee

Shipping within the United Kingdom for standard-sized products is included in the price. However, shipping fees can be applicable when you order products of excess length. The shipping fee may not exceed the difference between the shipping fee for goods of extra size and those of standard size.

Shipping outside the United Kingdom is subject to carrier fees. The price for delivery is shown at checkout.

Destinations

We primarily ship throughout the UK and Europe. We also fulfill small parcel shipments to select countries internationally. We cannot ship to PO boxes, APO/FPO boxes, or Viabox at this time. If you plan to ship to a carrier store location such as a FedEx or UPS Store, please be aware that these locations will not accept deliveries from one another. If a shipping carrier deems your address inaccessible for delivery, they will make the final delivery at the closest shipping terminal or return the shipment to our warehouse. Contact Customer Solutions if you have any questions.

In addition to the United Kingdom, we can ship most items via an international air service to the following countries:

• Austria
• Bahamas
• Bermuda
• Canada
• Dominican Republic
• France
• Germany
• Guam
• Hong Kong
• Ireland
• Italy
• Jamaica
• Japan
• Mexico
• Netherlands
• New Zealand
• Norway
• Puerto Rico
• Singapore
• South Africa
• Spain
• Sweden
• Trinidad and Tobago
• U.S. Virgin Islands

We also ship to U.S.-based freight forwarders; however, you are responsible for contacting them to set up an account before placing an order. Freight forwarders will charge additional fees for their services, separate from our shipping and handling charges. We cannot accept and load customer containers directly from our warehouse locations.

Customs Release for Orders Outside of the UK

Buyers outside the United Kingdom agree that the shipment will be sent from another country (the UK or China), so the buyer will be the importer in this case and responsible for customs clearance. For our part, we guarantee full support and refund of customs duties if applied. The Shipper cannot carry out procedures for customs clearing the goods, since, in accordance with the law, only a resident of the country (the buyer) can carry out customs clearance.

In case of refusal to carry out customs clearance, the shipment will be disposed of by the carrier or returned to the sender's warehouse. In this case, the buyer will be responsible for the costs associated with the disposal or return of the goods.

Equipment Installation Checklist

To be sure everything goes smoothly when it comes to installing your new equipment, please consult our handy equipment installation checklist at the following link prior to finalizing your order: [Equipment Installation Checklist].

Freight Forwarders

If your order is being shipped to a UK-based freight forwarder, all of our Shipping Policies apply when it is received into their warehouse. CATTERINGBYSHANI LTD will not be held responsible for any damaged and/or missing items or material differences should the freight forwarder not follow all applicable Shipping and Returns policies or should such issues occur in shipment from the freight forwarder’s location to the final destination.

Liftgate

If you do not have an elevated loading dock or forklift to unload your items from the truck, you will need a liftgate and must select this option at checkout. A higher fee may apply if a liftgate must be added after an order has shipped. If delivery cannot be completed because a liftgate was not selected during checkout, a redelivery fee may apply in addition to a liftgate fee. In these situations, we will contact you via email regarding the appropriate fees and charge the card on file if necessary in order to avoid additional costs with the carrier.

Signature Request and Responsibility

By default, all orders will be shipped without the requirement for a signature upon delivery. This means that the carrier will consider the package as delivered and received once it is dropped off at the provided shipping address. However, we understand that some customers may prefer the added security of a signature for their deliveries. Therefore, we offer the option for customers to request a signature upon delivery at the time of purchase or by contacting our customer support team.

It is important to note that once the carrier has dropped off the package at the designated address, the responsibility for the package's safety and security becomes that of the recipient. While we take utmost care in ensuring proper packaging and reliable carriers, we cannot guarantee protection against theft or any loss that may occur after the package has been delivered. It is the recipient's responsibility to ensure that the delivered package is received promptly and kept secure.

By proceeding with the purchase and agreeing to these terms, customers acknowledge and accept the aforementioned shipping policy regarding signatures and the recipient's ownership and responsibility for the delivered packages. We advise customers to consider their shipping preferences carefully and contact our support team if they have any specific requirements or concerns regarding their delivery.