Due to the directives of the Government and the WHO, in their handling of Corona Virus, we are operating with extra hygiene measures in place and working from home where possible. We are all working long hours to deal with an unprecedented number of orders under the most difficult circumstances. We do understand that our customers are anxious to receive their orders quickly, but please do be patient with us.
Due to most of our sales and customer service team working from home, our phone lines are currently closed. For any sales related queries please use the online chat on the website. If you have an after sales query please email [email protected] and we’ll respond as soon as possible.
Please see the below FAQ’s regarding our business operations during the COVID-19 outbreak:
1. Are we open?
Yes. We are operating as close to "business as usual" as we can until we are advised otherwise.
2. What stock do we have available?
If the product you are interested in says “Add to Basket” then it is in stock. Once you place your order, you will get a confirmation of order email and then stock will be allocated to you.
3. What does Pre-order mean?
Pre-order means we are currently out of stock, but we have confirmed stock due to arrive. The date we are expecting stock can be found on the product page in the title of the product. i.e. "Bestway 12ft x 48" Steel Pro MAX Round Above Ground Swimming Pool Filter Pump & Accessories (56420) - Due w/c 11th May" - This means that stock is due into our warehouse when detailed. Delivery to you will be as per the delivery tab on the product page.
4. Can the Pre-order date slip?
Once you receive confirmation of your order the stock due date in the title is fixed. If you revisit the website and the stock due date has changed it simply means we have pre-sold the stock that your order is allocated from. We are being very careful to monitor the stock closely and are quite confident that there will be no delays to your pre-order date.
5. Are you still installing trampolines?
Yes - we are operating ‘contactless’ installation according to government COVID-19 safety standards. So please ensure that your property can be accessed without entering the house.
6. Where is my order?
If you have placed your order and have received a confirmation email, please be assured that we have your order and are processing it as quickly as we can. The next email you receive will be when the goods are despatched. Currently our warehouse is despatching goods 2-3 days after order, so this will usually come through within that time. This shipment email will provide tracking information for your delivery. We will only contact you in addition to this if we have an issue with your order, so no news is good news.
7. I have received my shipment email, but my order hasn't arrived, what should I do?
Please be aware the carriers are also dealing with huge volumes of orders and face the same COVID-19 challenges that we all face. If your order does not arrive on the allotted day, please be patient and wait 3 days before contacting us for further information.
Lastly, we would like to thank you for your order and your patience at this difficult time. Our thoughts are with anyone affected.
We would like to wish you all good health, stay safe and STAY AT HOME.