If you have not received your order in a timely manner we are really sorry, please accept our apologies. There may be several reasons for this, but don't worry, we have not forgotten you, you will definitely receive your order it is most likely just delayed.
All orders are processed in the order they are received. On occasions when things get really busy, there may be a backlog, there can be many reasons for this. Unfortunately being a small business means that sometimes there are delays due to unforeseen circumstances.
As well as physically making your order, there's also procurement, shipping, despatch, support, maintenance, subcontractors and a bunch of other things that needs to be taken care of that sometimes end up taking priority otherwise the entire business can grind to a halt.
Special order items such as pulleys are also made to order, in this case it is because there are too many product variations to keep in stock on the shelf. So these are only made after you place your order. Depending on backlog these can take anywhere from a few days to a week or more. Generally the lead time for custom order items is listed on the product listing itself, but feel free to raise a ticket to enquire on current lead times.
Once your order is ready, it is packed and the details lodged with our shipping carrier. This allows a shipping label to be created which we can print out and attach to your package. It also alerts the carrier that we have items ready for collection. At this point the tracking details are updated on your order page and your package moved to despatch where it awaits pickup from our shipping carrier.
Generally our carrier collects once or twice a week. Collection days are determined by the carrier and are based on volume of our shipments along with other factors. This means that collection is normally within a day or two of your tracking details being updated but on occasion may be longer. Unfortunately this is something that we do not have control over, as due to volume constraints we do have a regular scheduled pickup.
We think that the Coronavirus excuse is wearing a bit thin nowadays and many people are just using it as an excuse for tardiness. For the most part our shipping carriers and suppliers are pretty good, but there are still some delays, for example at the time of writing (May 2022) procurement out of China has been an issue for us due to the Shanghai lockdown.
Now that we are two or more years into the pandemic we try to manage around the issues and delays that Coronavirus presents us. We have moved from a make-to-order to a make-for-stock business model and try to ensure that we always have enough stock on the shelf to cater for orders, but it still sometimes catches us unaware. There are peaks in ordering and delays in supply that together can result in delays.
We are always trying to look for ways to bring manufacture in-house or for alternate suppliers to avoid having to source parts from overseas and avoid price increases but it is a continually changing playing field and unfortunately such changes take time. If anything Coronavirus had taught us to be more resilient.
If you are still unhappy with your order delay, talk to us, we are always happy to help and will try to resolve any concerns you have.
To contact us: Click on the plus sign (+) at the top of the page to raise a ticket.