Soundstop Deliveries: What You Need to Know

We get it, soundproofing gear isn’t your average Amazon parcel. It’s bulky, heavy, and occasionally awkward. But don’t worry, we’ve done this thousands of times, and we’re here to make your delivery as smooth and stress-free as possible.

Low Cost Delivery

We're not a courier. We're soundproofing specialists. That means don't try to make money on delivery fees. What we pay, you pay. No padding. No hidden extras.

Prefer to sort your own transport? No problem at all. You’re very welcome to collect from our warehouse in Darwen, Lancashire, just give us a heads-up.

Because we work with multiple suppliers and warehouse locations, your order may arrive in separate deliveries. We understand this can be frustrating, and we always try to group items where possible. But splitting deliveries often keeps your overall costs down and avoids us needing to pass on bigger shipping fees to you.

If you’re ever unsure about what’s arriving when, just get in touch. We’ll happily walk you through it.

At checkout, you can request a delivery date that works for you. We’ll always aim to meet it, but bear in mind that couriers can be unpredictable. Weather, traffic, breakdowns—it’s not always in our hands.

• Most deliveries arrive between 8am and 6pm
• If you need a morning slot, we can often arrange it for a little extra
• Please don’t book tradespeople until your order has arrived safely

We’ll email you with a reminder before your order ships. If you need an update on delivery timing, just get in touch.

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.

All deliveries are insured. If anything arrives damaged or something’s missing, please let us know within immediately. We'll sort it. No long forms or runarounds, just helpful, human support. Please always take photos of issues, and keep any packaging.

Even when things go wrong with the courier (which is rare, but happens), we’ll do what we can to put it right. We’ll also keep you updated if anything looks like it’s going off track—because you deserve to know.

Goods are not sold on a trial basis, nor on a sale or return basis. We can only accept returns if:

• The items are in fully resalable condition, in original packaging
• You contact us within 30 days of receiving your order
• You obtain a Returns Authorisation Number from our team in advance

Returns are subject to a 40% restocking fee or £50, whichever is greater. You’ll also need to cover return shipping and use a courier approved by us. Items returned without an authorisation number or in damaged packaging may be rejected.

If the item is faulty or damaged, we follow the relevant manufacturer’s Dead On Arrival (DOA) or warranty policy. Faults are inspected by our team before we offer repair, replacement or refund.

Need to start a return? Contact customer service and we’ll guide you through it—step by step.

Please check your country’s import rules and any customs fees

Just ask. Whether it’s a quick ETA check, a tracking query, or help lifting 100kg of Tecsound, we’re here to support you every step of the way. Real people, real advice—just like it should be.