Our deliveries arrive either on large vehicles (up to 28 tonnes; think double-decker bus, often with a tail-lift/forklift/grab) or on smaller vans.
If access could be tight due narrow roads, low bridges, or no turning space, then tell us before you order so we can plan the right vehicle.
What to expect and what’s on you
Heavy products: Many soundproofing items (e.g. dense membranes and boards) are very heavy and awkward. Please arrange enough people to lift and move them safely; two-person lifts are common and three may be sensible for long sheets. Have gloves, a sack truck/trolley, and a clear route from the kerb to where you’ll store the goods. If you have steps, narrow doorways, or a long carry from the road, plan for that in advance.
Pallet deliveries (large vehicles): Pallet orders arrive on larger vehicles and are kerbside only. The driver will lower the pallet to the ground at the kerb (often with a tail-lift) but won’t move it onto your drive or inside. Pallet trucks can’t run over gravel, grass, steep slopes, or steps, so be ready to break down the pallet at the kerb and carry items in. Please make sure there’s space at the kerb for the vehicle to stop safely.
Non-pallet deliveries (smaller vehicles): Smaller vehicles deliver loose items that are hand-unloaded. The driver will need assistance on site to lift and carry to the kerb. Long or bulky items (e.g. boards, channels) may require two or more people to handle safely. As with pallet drops, the driver won’t bring goods inside.
Insurance & safety: For safety and insurance reasons, drivers can’t enter private property, go upstairs, or carry items inside your home, garage, or outbuildings. They also can’t install, unpack, or use your equipment. If a delivery would be unsafe (e.g. blocked access, slippery surfaces), the driver may decline and we’ll arrange a new date.
Be there to receive it: Someone must be on site to accept delivery and help if required. If no one’s available, a £25 redelivery charge applies. Not going to be in? Leave clear written instructions for the driver (e.g. safe place or neighbour). Some bulky/high-value orders may require a signature and can’t be left without one.
Damaged deliveries: We pack securely with boxes, wraps and pallet strapping, to protect your order in transit. On arrival, check the outside and count the items. If anything looks damaged, photograph it and note it on the driver’s paperwork before signing, then tell us within 48 hours. Please keep all packaging until you’re happy with the goods, as it’s needed for any return or claim.
Quick checklist (before you order)
- Is a large vehicle able to reach and stop safely outside?
- Do you have enough people ready to help lift/move heavy items?
- Is there clear space at the kerb for a pallet drop?
- Will someone be there to receive and sign?
If you’re unsure about access or need a specific vehicle setup (tail-lift, forklift, grab), contact us before ordering and we’ll sort the best option.