Delivery Policy FAQ

Delivery Policy

All of our products that are sold on our website to the public have a delivery policy, please read the information below.

tns will not be held responsible for lost packages or delays in delivery if you have entered incorrect or incomplete delivery details. We do not check delivery particulars during the posting out period. This is your responsibility to make sure your names, address and any other contact information we request is entered correctly.

All our shipments are sent by recorded delivery and a signature is required on receipt of the product.

We operate a closed loop system where we send the items out to you and we check the status of delivery, once delivered, we receive the notification and log it for our and your records and in the case of a dispute, we have all the required information and show clear logging.

UK Shipping: We ship from our offices in York, Milton Keynes or from our suppliers wherever they are located, they will then pass on to us the tracking information.

Factory Shipping: It may be that we request a shipment direct from our factory in China, when this happens, we will use tracked and signed for shipping.

Import Duty - from our factory in China

On rare occasions there maybe import duty payable when we ship from our factory. If this happens, we will ask that you pay this duty and keep all records and receipts for this and send them to us within 7 working days, scan the documents and email to us along with your PayPal email address to receive payment or Bank account information. Once this is done, we will arrange a payment to you to cover the import duty, taxes and fees.

Postal Delivery Charges and Packaging.

United Kingdom.

We make every effort to keep our delivery charges as low as possible, no one likes to pay over the odds for delivery, especially us.

We operate a delivery charge starting from £1 for small orders going up dependant on item / package weight and size. This delivery pricing is only available to UK deliveries and shipments.

Europe and Rest of the World.

We can send items from our web shop to your addresses abroad, this is not a problem at all, of course the courier companies do not work for free, so they will need paying. If you would like a shipment of any of our items to your address, please contact us, we will get a quote from our shipping service provider to see if you are happy with the costings before you order from us. Alternatively, if you have an account already setup with a shipping carrier, we can arrange for the order to be made up ready for collection. Orders are only made up ready for collection once payment for the goods has been processed in full.

Installation services – worldwide support.

With some of the larger machines or installations, you may prefer for our install team to attend your venue and perform the installation for you. This is not a problem and will be charged on a per-hour rate for travel (to and from your venue) and time on site. Additional charges like fuel, hotel and a meal allowance maybe charged if the installation will be for longer than 1 day. If this is something you require, let us know and we will supply a quote for this.

Free Delivery

From time to time we may operate a Free Delivery on goods or offer a voucher code for free delivery. If we are offering Free Delivery, we will show this on the website by showing an image or in text the words "Free Delivery".

Free Delivery will only be applied to the whole order if all items are eligible for Free Delivery. If some items have the free delivery promotion and others in your basket do not have the free delivery, you will still be charged for the non-free delivery eligible items.

How we Deliver.

We use a few different carriers for delivery depending on weight, size, unit quantity:

Royal Mail - Recorded or Special Delivery for the shipment of some of our items.
DHL / TNT / UPS / DPD / Hermes – we use these also if the delivery will be cheaper to send with these service providers.
If you have a preference carrier, please leave a comment on the checkout or email us before ordering or directly after ordering quoting your order reference number.

Cash On Delivery (COD) - tns Engineer delivery.

On occasions and for larger orders, we may use our local engineer to deliver the goods to your venue. This is to help you with the installation, advise you how to use the machines and to help with anything else. We can also accept payment as Cash On Delivery in pre-arranged circumstance. This COD method will mean that any price quoted and invoiced for must be paid and will not be open to negotiation on the day of delivery with the delivery engineer. If we do delivery of this method, the amounts due will be listed on the quote beforehand and you will not pay any more on the day. What is quoted beforehand is what you will pay.

If you refuse to make payment or refuse the goods on the day and we leave with the goods we brought to you, we will follow up by invoicing you for the time and any expenses incurred by the engineer when delivering the items to you. If unpaid we will escalate these invoices to a debt collection agency.

Delivery Times.

Delivery times are calculated in working days, this is Monday to Friday inclusive between the hours of 9am and 5pm. If you order after 12 o'clock noon, please calculate your delivery time as if your order had been placed the following working day. In the case of bank holidays, please allow an extra two working days.

Lost Items.

Sometimes on rare occasions items may become lost in the post, if this happens, you must inform us as soon as possible by using the contact us form on this website. In some circumstances we will need to claim the delivery as a lost item, this will need to be filed within the correct time period.

Lost packages must be claimed within 7 days of the expected delivery date. If we are not informed of a lost delivery within the correct time period and if we are unable to claim our losses from the delivery carrier, unfortunately you will be liable and we will not be able to refund you.

Important delivery information.

All Recorded deliveries must be signed for. If you are out when the postman arrives, he will leave a card with a contact number for you to call or an address for you to collect the package from.

We do our best to meet the declared delivery times. However, occasionally delivery times may be affected by factors beyond our control and therefore we cannot guarantee them.

Please allow extra time for deliveries to the extremities of the United Kingdom or to destinations out side of the United Kingdom.

Some items may not be in stock and have a longer turn around time, please allow for this whenever possible when ordering, or make us aware as early as possible, even before your order so we can correctly accommodate you and your requirements.