Covid-19 - Corona Virus Updates​​​​​​​ & FAQ

18/9/2020

Please allow 1-7 WORKING Days for All standard orders, please allow up to  28 days for special and european orders and up to 60 days for, bespoke and custom built  orders
Please allow up to 48 hours for an email/call reply due to high volumes of calls and emails.
Our store is open with limited access and staff. 10-3pm
Our warehouse and communication lines are open for mail orders purposes 18 hours a day  10am-2am
please allow up to 14 days for all refunds and returns to be processed. 
Thank you for your patience and understanding in the unprecedented time.
All delivery times are estimates and cannot be guaranteed due to influences out of our control.​​​​​​​

Please be aware if you order a special order item ie g tools, Gorilla tent, lumatek led, mould or a mars led these items can take up to 30 working days to be delivered. Turn around may be quicker but please do allow 30 working days 

Please contact us in regards to stock

FAQs

Where is my order? – we are getting 400 x more orders than usual and have 25% Of the usual staff so please bear with us. Please allow 7-14 working days before contacting us, allow double for overseas.

I want to cancel my order, am I able to do this? - Due to the sheer amount of orders we're getting at the moment, we can't cancel any orders which are placed with us as orders are processed the same day and a lot of orders are being sent direct from wholesaler's,suppliers and separate locations. Please make sure your order is correct before ordering with us. If 28 days has passed for a none bespoke or custom item then please get in touch.

Something is missing from my order, what should I do? - If you are missing an item from your order, don't worry. We are part-dispatching any orders which have items that are currently out of stock. Once the goods are back in, they’ll be shipped out separately from us or our supplier.

All suppliers are running with back logs and skeleton staff, please bear in mind delays are across the entire industry at present.

How long does it take to process a refund? - Refunds are taking between 7 - 14 days due tolarge volumes that we are required to process with minimal staff

I'm waiting for a customer services reply, how long should I take? - Our Customer Services team are doing their best to get to your enquiry as soon as possible, but please bear with us in the meantime and please only send one ticket enquiry, as this will dramatically speed the process up for yourself and others.

I've got an item missing from my order, but my confirmation email said dispatched in full? -

If you have not received an item, it'll be on back order and will be with you asap.99% of orders are going out all in one go, but please bear this in mind when placing your order as there may be delays due to supplier issues.

Stock is showing on your website but it's not in my order? - We've only taken items off our website that we're 100% sure we're unable to get during the pandemic. Most items have a constant flow of supply, so even if it doesn't arrive with your first order, it'll be with you as soon as it lands with us.

I've received a differently branded item? If we have the same quality item from an alternative brand, we will send it to you instead to avoid any further delay. If necessary, we will upgrade you to a better-quality item, free of charge, and send this in place of the item you originally ordered.

I want to change my order, how do I do this? - Unfortunately, we can't change any orders at the moment once they've been placed. We're doing everything we can to get orders picked & packed as soon as they come in, so we can't add any complications to this process as it'll slow everything down. Please double check your order is correct before making a purchase!

I have not had a response from customer services yet, what should I do? - As you can imagine, our customer services department is very busy right now, so please expect delays in responses to your queries. If it's been 14+ working days and you haven't received your order, please get in touch with us and we will get back to you as fast as we can.​​​​​​​

We have worked around the clock for close to 60 days now so trust us when we say your patience is appreciated,