Can I collect from my local depot?
You may be able to collect a consignment from a local depot, but please do check before arriving by making a phone call. We run a 24 hour a day business, so your parcel may already be reloaded onto a vehicle for the next day's delivery.
Can you bring my item into my home?
Our insurance does not cover us for deliveries past the front door of a property and we will not be able to take any item past this point. We apologise if this has not been made clear by the sender.
I received a 'We missed you' card. Where is my parcel now?
Undelivered parcels are taken back to the local depot and stored in a safe place ready to be loaded back onto the vehicle the following day. Our drivers automatically attempt to redeliver, unless you are able to reach the sender of the goods or the local depot to advise of the best delivery date for you. After 3 attempted deliveries the items will be returned to the sender. If you are not likely to be available within the next 48hours you can arrange for the goods to be left safe at your property with the sender authorising this. To reschedule a delivery, please reach the sender of the goods.
I am not going to be in and need to arrange a re-delivery!
To re-arrange a delivery, please reach the sender of the goods who can request a redelivery on the most suitable date for you. If we are unable to reach the driver in time, you may receive a card letting you know we have attempted.
Undelivered parcels are taken back to the local depot and stored in a safe place ready to be loaded back onto the vehicle the following day. Our drivers automatically attempt to redeliver, unless you are able to reach the sender of the goods or the local depot to advise of the best delivery date for you. After 3 attempted deliveries the items will be returned to the sender. If you are not likely to be available within the next 48hours you can arrange for the goods to be left safe at your property with the sender authorising this. To reschedule a delivery, please reach the sender of the goods.
Can you leave my item in a safe place?
Legally we do not allow items to be left in a safe place unless the sender has pre-authorised this for each of their deliveries. If you would like to ensure the item is left in a safe place, please reach your sender with your wish upon receipt of your delivery email to ensure this is communicated to us ASAP. Unfortunately, we cannot offer the same day, safe place service, so your item will be reloaded for delivery the next working day.
I have not had a delivery email!
We can provide delivery emails on the day your parcel is due to be delivered if the sender has given your email for such purposes. Without the email, you will not have a unique reference number and will be unable to track your delivery. We would advise that you reach the sender of the goods. Unfortunately, due to Data Protection, only the sender would be permitted to release details of the delivery in this instance.
I want a smaller estimate of time of when my goods will arrive
We are working to minimise our delivery window and we do understand you are busy and may not be able to receive a delivery on the first day we dispatch, or you might need a smaller window of time to plan your day.
We would advise you to call your local depot traffic team, who based on knowledge of the driver and their route, can advise a closer ETA.
If you would like to re-arrange a delivery for a different day, please contact the sender of the goods.
I want to be called by the driver.
Unfortunately, drivers do not receive details of phone numbers you have provided during the delivery stage. If you urgently need to alert a driver to something, please call your local depot who can get a message through to the driver. Your local depot can be found on the depot locator option.
I was expecting a delivery today but nothing has arrived?
On occasion, to meet legal constraints or due to traffic, drivers will not be able to deliver as planned. This is a rare occurrence and with over 100 years of freight delivery, we are highly skilled at understanding our routes and planning for regular traffic and events that may impact deliveries. Upon this situation, the items not delivered will be taken back to a local depot. They will then be reloaded and prioritised for the next day delivery. To confirm that this has occurred, please call your local depot the next working day. To check on a delivery, please use our Track and Trace function (using the unique reference number), or reach the sender of the goods.
My delivery attempted card has no details on.
On occasion, this can happen and we do apologise. Typically, all items not delivered are unloaded and reloaded again for automatic delivery the next day. To arrange, please call your local depot or speak to the sender of the goods who can help.
My item was damaged or not as expected.
Please contact the sender of the goods who will be able to raise this with us. If a new item is to be sent, this would also be handled by the sender.
I want to make a complaint about the delivery process.
If you have had an unsatisfactory experience, please email info@tuffnells.co.uk with the details. We will raise this with our management team to review. If you are seeking compensation or have an issue with the quality, quantity or condition of any deliveries, we would ask that you contact the sender of the goods who will be able to raise this further.
I want to make a complaint about a driver.
We are keen to receive details of any incident that helps us to address the important issue of road safety. To help, please send an email to info@tuffnells.co.uk with the subject line Driving Issue. Please ensure that the email states the vehicle registration and the details of the incident including dates, times and location. Any photos would be gratefully received.
The email will be passed on to depot manager to review and the necessary steps will be taken, based on what has happened.
I was expecting a Saturday delivery and I have not received my items.
We provide a 5 hour delivery window on a Saturday on a premium delivery service. If you have paid for a Saturday delivery but not received your goods, please reach the sender. Alerting the sender will ensure they will be able to reach us to arrange a redelivery.
